Complaints

This profile includes complaints for Clera Windows + Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Clera Windows + Doors has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Clera Windows + Doors

  56 Bongard Nepean, ON K2E 7Z9

• 

  Clera Windows + Doors

  13-3240 Southgate Road Ottawa, ON K1V 8W7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/11/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a quote for a door on Aug 2nd and was told the door I wanted was on special and they had a promotion for 40% off install in celebration for 40 years but the sales rep told me he would make it 50% for me and came to a total of $2946.93 after tax. I signed a Direct Sales Agreement. I was requested to submit a credit card form for the deposit of $1473.46, which I did about 4 days after and sent it off to him. I was told delivery/install date would take 6-8 weeks (end of sept) Never got a call. Oct 6th I reach out to the sales rep for any updates and never heard back. Oct 12th I reach out again being told Nov 1st delivery date. Was told it was on back order. Nov 6th reach out to check on status of the door and was told on Nov 9th that it was coming on the next truck and was waiting on a return email from production and shipping. Never hear a response until I reach out to head office and was told My sales rep ******* no longer works for the company. I get in touch with the new rep who looks into it for me. He calls me back stating there was another order for someone with the same last name (********) who ended up calling to cancel the order and evidently cancelled the wrong order (mine) I get told by the new rep **** that they will put the order in asap. Nov 22nd I receive a call from **** at the head office telling me they cant do the door for that price and would now cost me $1000 more. I was unhappy and asked why I had to pay the price for something that should have already been done I was basically told tough luck and he cant do anything and basically hung up on me. I refused quotes from other companies because of their competitive price and the lead time. I could have had another door from another company installed by now. The idea was to get it before winter due to the severe draft and frost build up on current entry door.

  Business Response

  Date: 01/12/2023

  
  The order was never accepted by Clera because it was miss-priced and a deposit was never given, therefore we had no contract with the complainant. We apologize for the inconvenience..
  

   

  Customer Answer

  Date: 01/12/2023

  
  Complaint: 20912332
  
  I am rejecting this response because:

  I was told several times that my order was coming which led me to have no reason to believe that the order never went through. I submitted my deposit slip like they had requested with confirmation that the representative got it. I waited for months and nobody ever contacted me to inform me of this. I was told my order was "backordered"  and it's "on the next truck". 

  As the new representative told me they had "accidentally" cancelled the wrong order due another order with someone with the same last name cancelling theirs. 

  Had I known it was cancelled I would have sought out another company to do the job. I needed the door before winter as I have a severe draft coming from my front door costing me money on my heating bill. It now being December, the earliest I can get another company to do the job is March which is close to the end of winter. 

  All around a horrible experience from the company with absolutely no effort to rectify the problem. Basically they didn't want to deal with it. Would not reccomend this company to anybody. I had reffered a friend who had a quote for his whole house windows/doors to be replaced but upon learning about my situation had  decided not to go forward with this company. 

  
  Sincerely,
  
  ***** ********