We chose the Clera team to replace most of our house windows 7 years ago based on the "Lifetime" warranty, the sales & installation teams were great. In 2020 & 2022 the window locks & pins began to fail (can't open the window) which Clera eventually fixed after many calls. We now have the lock failure again on the same window which is a child's room on the 2nd floor, they cannot open their window. After many calls again, Clera's response was to offer to ship the replacement part and I install it. In my opinion there is an issue with the product/installation and Clera should be inspecting the window to find out why it continues to have this issue and repair it once and for all. POST COMPANY RESPONSE A Clera representative has committed to rectifying our issue.
- Approximate cost of services:
- Company Response
We thank you for your feedback. However, the events are not as they are presented by the reviewer. Based on the information provided by our service department, you started to scream and swear at the staff member, once she informed you that there is a labour charge for the service. You were informed that your behavior was unacceptable and that it would be appreciated if you can stop shouting and to clam down, but you reused to listen. At that point she informed you that the conversation will come to an end. No employee is obligated to put up with abusive behavior. As per the terms and conditions of your signed contract, which was signed in 2016, there is a mandatory labour fee for service after two years of installation date and this is applicable to all customer's unless otherwise specified on their contracts. As per your warranty, you are initialed to free parts which you can order and pick up at our head office.
We thank you for your feedback and we will gladly provide you with the free parts.