We upgraded our kids' bedroom windows in 2011 with Clera products because the builder installed windows were absolute garbage (condensation between the glass, drafts, etc) and we loved Clera's lifetime warranty and the initial customer service. The new windows were a huge improvement and we were initially very happy. However, shortly after, the newly installed frames started to warp in some areas where rain had made contact for brief periods (on the odd occasion that a storm caught us off guard) and other areas (like at the top of the frame) that threw us for a loop. We called our customer service rep for our area (Georgetown) but unfortunately we never heard back...this left us with a bad impression. Slowly, over the next several years, the locks on the casement windows were getting increasingly difficult to engage, but since we believed that we couldn't rely on our rep to help us, we figured we had just been ripped off and just dealt with it. At this point in time, we were not going to recommend Clera Windows to anyone because the customer service after the purchase and installation was clearly lacking in our opinion. Fast forward to the end of 2018... by this time the frames were more warped (I came to the conclusion that MDF frames were used) and we couldn't even lock two out of our three of our casement windows. We were disgruntled customers, so when I saw a local Facebook post asking for opinions on Clera windows, I stated that our personal experience hadn't been the greatest. This is when I was put in contact with the current Georgetown rep (Adam) and my faith in customer service was renewed!!! Adam promptly came to assess the situation, and assured me that everything would be taken care of...and boy, he wasn't kidding! I quickly came to learn that my previous experience was merely a reflection of the prior customer service rep, and not the actual company. Paul, the installer, came to install new wood frames that would stand up to Canadian weather and the occasional rainstorm (I mean, we have Windows so that we can open them, after all), and he fixed our locking mechanisms to be just like new, and took the time to give us tips on how to maintain them as such. We are now happier than ever with our Clera Windows and we owe it all to Adam and Paul's 5+ star customer service! Our windows are now seven years old and still look and work like new with a few minor repairs. We know that we can rely on them if we ever have any issues at all (Paul even came back a few days later when we realized that our California shutters didn't fit into the tighter new frames!) but I doubt that we will!
- Approximate cost of services:
- $2,000.00
- Company Response
It isn't always easy to exceed a homeowner's expectations . Our houses are after all, our castles. We're gratified to now that we've made yours a little bit nicer, Sophie and Keith.