Was looking for a provider to eventually replace all above-ground windows in my house. All of the windows were original, and many of the windows on the front of the house were showing signs of condensation, making them impossible to look through. This first order was for all of the upper floor windows; 2 large bedroom sliders, one bedroom casement, a bathroom slider, and 2 large windows above a U shaped staircase, with 2 quarter-rounds above them. All windows were replaced stud-to-stud. No retrofits in this case.
Of the windows purchased, the quarter-rounds were a good chunk of the price, as they would need a bit more work to make. Nothing I wasn't expecting based on quotes that I had received from a number of companies. Ultimately, I had chosen Clera as they had a price that fit into my budget, they provided an itemized quote (I had one company give me the equivalent of "back of the napkin" during this process. Not professional at all.) and the HomeStars rating was favourable.
During the quote process, one of my concerns was with having to paint the trim around the quarter-rounds, which are easily 10 feet above a staircase. I had explicitly asked the salesperson whether the trim that they'd be using would be white, or if I would have to paint it. They assured me that all trim that they use is primed white and that this would not be an issue.
Overall, the installation went smoothly. Had a few small places around the new bedroom windows where I had to fix the paint afterwards, but I had spare paint available and have no problems patching walls, so this was not an issue. However, after the big windows in the hallway were finished (they were done last), I found out that the curved pieces at the very top of the windows were not primed at all. So now I had trim that was white everywhere except for the curves at the very top, the specific pieces I was concerned about having to paint. (I live alone, these pieces are 10 feet above a staircase, so if I were to fall off the ladder, there would be no one to call for help)
I made my concerns clear to the installer, that I was told that the trim on all pieces would be primed white. Unfortunately, there wasn't much that he could do; all pieces are pre-made for the installation. He put me in touch with the manager, who provided no constructive solutions to the issue: None of the custom trim is primed, and I'll have to paint it. The installer was aware of my concerns and while he could not offer to paint the trim himself, he did give me ideas on how I could reach the pieces that I thought I would not be able to reach. Ultimately, he was much more helpful than the manager on this matter.
Shortly after posting this review, a district manager called me to discuss my concerns. We had a productive discussion about my concerns and he will be following up with his teams to ensure that there is no further confusion during the sales process about whether or not custom trim will be primed or not, especially when it comes to areas where customers may not be able to safely reach on their own. It's too late to address the painting issue, as I've already taken care of it, but I'm confident that the manager will be ensuring his team learns from this lesson.
That being said, I would advise future customers that have concerns about the finish of custom trim work (basically anything that is not straight) discuss details about their expectations on the trim with the sales person, and to have these details written into the quote so that there is no confusion during the installation.
Overall quality of the product seems to be good, installation was good. Post-sales experience due to the trim issue was rocky, but eventually they came through.