Business ProfileforClera Windows + Doors - Walkerton/Hanover

The whole install was a nightmare. The windows didn't fit and were measured incorrectly. The mess was terrible. Took longer than it was supposed to take. Never showed up on time. I was out four days of pay because they showed up with only one person to install thirteen windows. The branch manager took no ownership and/or accountability for the crappy install. Absolute nightmare that I will now have to get new windows and another company to install them properly

Thank you for reaching out. We take our customer service very seriously. We thank her for her input as we appreciate any ways to improve our service. While we regret that she is not happy with her experience with us, I did meet with her previous to this review. I inspected the install and have addressed her concerns including the screen tab and vinyl stops. The customer paid her balance in full at time of install. After seeing the install, I feel it looks good, and feel that the review is not entirely correct, as I did take the time to address her concerns on 11-13-2023 to the best of my ability. Once again, we thank her for her input on ways to improve and wish her well.

Barry showed up to install the missing pieces from the window install in a aggressive manner. As for the rest of my concerns, Barry said he could not be held accountable for anything because he did not measure the windows or install them. Barry did mention that the window in my kitchen was installed wrong, still he is not accountable The very first window the installer wanted to put in was too big. He called Barry and Barry showed up and told him to install it anyways, that it was better for me if it was bigger. They took out all of the framework to be able to but those windows in. The rest of the windows where too small a inch gap if not more on both sides. I left a voice mail about my concern with the windows with Barry which was never addressed until after which I had to contacted the head office. Then I finally got a response. I was informed when the windows were getting measured that they spray foam every window and seal up any openings. My bathroom window was raised four inches and no foam no installation and it was never closed or sealed off. I had to put the installation in and put particle board up myself. Yes, I paid the invoice, but I never signed the waiver stating I was satisfied with the work or the install. thanks

The pieces I happily replaced were one screen tab the installer broke and the 2 vinyl stops the customer herself threw out while helping the installer clean up. Our installer is the one who told us she wanted to help clean up and then not realizing she threw out the pieces. As far as me not being accountable or saying I was, that is not accurate. Because of our warranty on product being lifetime warranty we have a business relationship with our customers for many years, should they need us. The upstairs windows have already been addressed and she has received a full frame install opposed to a retro which is a more efficient seal at not cost to her. The customer is correct in saying she did not receive an immediate response when she called. We were all out of the office sick for a couple days. However, the installer contacted us that night and he relayed a message to her the next day. Then I went to see her the next day as well. As far as the kitchen window being installed improperly, that is also not accurate. The window has been installed plumb and square to operate correctly. This house is 100 plus years old and the openings are not square themselves. If we install the windows to match the opening the window can’t function as it is meant to. As far as the bathroom window, this customer ordered new cabinets so we had to order a smaller window for her so she could open it. Our installer has stated that he did spray foam insulate the window. Once again should she have any warranty issues we are more than happy to help.

I remain deeply dissatisfied with the overall installation process and the quality of workmanship provided. Despite the replacements made for the broken screen tab and vinyl stops, I find that several unresolved issues persist. I am disappointed by the lack of accountability shown by the branch manager regarding the job, leaving the installer to handle customer concerns without the appropriate follow-up from the management level. Regarding the cleanup, while I did lend assistance due to the hazardous debris left around my house, it was disconcerting to address such aftermath, especially considering the potential risks to my pet. The accumulation of garbage during the installation and the discovery of scattered nails days after the installer left posed an unacceptable risk. I had anticipated and was led to believe that the cleanup would be thorough, and it's disappointing that such hazards were left unaddressed. Concerning the explanation provided about the kitchen window's improper installation due to structural challenges, I am troubled by the lack of clear communication during the quoting process. Had the information about these challenges been transparent upfront, it would have influenced my decision in ordering the windows to prevent such complications. As for the bathroom window, there seems to be a misunderstanding. While I understood the necessity for a smaller window due to cabinet installation, I am troubled by the responsibility placed on me to address a significant 4-inch gap without proper insulation or resolution, despite prior assurances that it would be accommodated due to the previous window's size difference.