ComplaintsforClera Windows + Doors - Barrie

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am being charged $356.50 by Clera (Barrie branch) for damages done by one of their workers to my home. When their workers were replacing a door in my home (Nov. 2022) one of their workers cut through a live wire in the door frame that we did not know was there. When their employee repaired the wire they did it wrong and could have caused my house to burn down according to the electrician from the company that came to repair the damaged wire. I don't feel that I should be forced to pay this money considering their company does not have any liability insurance to cover these types of incidents. ***** **** ** *** *** ***** **** **** **** **** **** ** * ********* * *** **** **** *** **** ** **** ***** ** ***** **** ****** *** *** **** **** ****** ** ***** ********* * ****** ****** ****** **** **** ** **** ** ** ***** It took them 2 months (after the inspection had been done) to finish the job and that is only because I had to continually call their office before they finally sent someone out or I would still have no interior trim/door frame to this day. I feel this company is operating in bad faith and should be required to have liability insurance so this does not happen to someone else. My insurance company told me if my house had to have burnt down they would not have covered any damages due to what they call 'shoddy workmanship'. I contacted Head Office to file a complaint and they insist this money still needs to be paid for the electrician that came to my house to fix the problem their employee caused in the first place.

  Business response

  10/10/2023

  I will be following up with the Service Manager on this.  I was under the impression that customer was told to get an electrician in to repair the wiring and we would deduct that cost from the balance she owes.  

  Customer response

  10/10/2023

  Thank you for getting back to me concerning their reply, I really do appreciate it.
  
  Just to let you know, this company knows exactly what was said to me. I have spoken with two people from Clera, one person (Antonella) did not get back to me at all and the other person (the VP's assistant, Alissa) sent me an email stating that I would have to pay this bill after she said that I should not be paying for this either.
  
  I was told, by Ryan of the Barrie office, that I had to pay half the price of the electrician on the day this incident happened and "I should consider myself lucky that I was not being charged for the whole bill". Clera (Ryan specifically) sent the electrician from *** *****. It was the electrician from *** ***** who told me about the problem with the 'temporary fix' Clera's worker did on the electrical line that was cut. *** ***** also told me that Ryan had paid the bill in full November 15th (I believe) and that the inspector passed the work done by their company at that time. Not once did Ryan or anyone from his office call me to set-up a date for the interior work to be finished on my door. It took 2 months and 20 calls by me before anyone was sent. Even the worker who came here asked why it had taken so long for this to be finished. He also told me the worker who cut through the wire at my place had been fired from the company because he had done something similar on another job.
  
  There was never any conversation with anyone from Clera stating 'they would deduct the cost from what was owing'. As soon as the exterior part of the door was finished I had to pay the amount owing for the installation/door in full - without the interior work being finished. I tried to get in touch with Clera for several months after the interior work was completed to have this money owing for the electrical work sorted out and not one person ever got back to me until I got 2 not very nice phone messages from Ryan claiming I was ignoring his calls. He never sent me any text messages or phone calls until a few weeks ago so I don't know who he was phoning and leaving messages with. When I was finally able to speak with someone at Head Office, Alissa told me the VP wanted this sorted out before he went on vacation. It took several weeks for her to get back to me and that was via an email stating I had to pay the money owed. I told them that I did not have the money at the time and that it would have to be paid in two or three installments. Then a friend of mine told me to contact the BBB because I should not pay for something Clera's worker did. * *** **** **** ** *** ***** ************** **** ********** **** ** ** **** *** ** ****** ***** **** ***** **** ******* ***** ******* *** ********* *** ********** ******** **** **** *** *****.
  
  As I stated in my initial complaint I do not feel I should have to pay for something their worker did, nor should I be bullied into it by them. It was their carelessness that caused this problem in the first place and to find out their company does not have liability insurance to pay for these types of mistakes was a complete surprise as I thought every business in Ontario had to have insurance in order to operate their business.
  
  If you need any other information please let me know. I am very grateful for your assistance with this matter.
  
  Thank you and I hope you have a great day,
  
  *****

• Initial Complaint

  22/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Damaged siding where window install took place. Stepped on electrical panel for a/c and broke it. Left a bin size mess outside my home. Attempted to charge my credit card after I provided alternate payment information. No response from franchise or CEO at head office for months even after sending a registered letter to CEO with pictures and documents.

• Initial Complaint

  30/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since winter 2021/22 I have been complaining that my door doesn't lock. Guy finally came out after multiple complaints in summer 2022. Readjusted the door handle. Problem temporarily solved. Winter 2022 comes around. Door lock not working yet again to the point of destroying my key and locking my family out of the house. I have video, texts and pictures. At this time our door also froze shut as the frame bubbled and was letting cold in to the point the door was frozen on the inside. Also have video, text and pictures of this complaint of being locked in the damn house. Here we are end of March 2023 and I keep asking for an update on being able to lock my front door and still nothing. Last I heard the first week of March was that the door handle was on back order. Apparently it's been on back order since last year. Communication is a joke and they ignore your complaints. I have all emails, texts videos and pictures.

  Customer response

  26/04/2023

  I have heard from the company. 
   They came to my home Monday April 17th to replace the frame and lock. When the technician left April 17th my door was completely nonfunctional as the knob they brought was broken.  He came back Wednesday April 19th to fix the knob. At this visit the technician damaged my door,  the knob is still nonfunctional and the top corner of my door hits the frame as it was not installed properly. The company is aware and apparently down to 1 person that can fix these issues.  ******** *** ***** ******** ** *** *** ****** ******* 
  
  Thank you
  **** 

• Initial Complaint

  22/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have recently purchased new windows and doors from Clera which were installed August 10-13 and paid for in full on August 15. When the windows arrived they did not have the energy star certification stickers on them but I was told that they would bring them at the time they were picking up the final payment. I Did not receive the proper invoice stating models and energy ratings for windows and door but was told it would be sent from the office. The copies that they brought were for the wrong windows as we had ordered their triple glazed models but the copies of the stickers were for double glazed. I was assured by Ryan S. that they would send me the proper ones for my windows as the final energy audit was being done September 5. Once again they sent me copies of the required stickers for my windows but not the new door they installed. I have made numerous attempts to contact the office by phone and email with no response, numerous attempts to contact Ryan with no response, numerous attempts contacting the salesman Jimm V. and he keeps telling me he has contacted office but there is nothing he can do to get me the proper paperwork, numerous attempts to contact someone at head office but no one seems to want to reply to my concerns. the date today is now SEPTEMBER 21 and still no reply from anyone within Clera Windows and Doors.. All Im asking for is the proper paperwork!! I am starting to believe that the windows that were installed in my house are not the ones that we were sold by the salesman as I have no way of verifying. and I have also received an email from the energy Auditor stating that without the proper paper work my claim is being denied. $23000 spent and no response from company

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