Complaints

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• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Door installed 02/02/24 no communication during 16 weeks wait with terms/conditions/ payment options / warranty information. Post installation video doorbell wasnt working. No big deal accidents happen. Upon inspection noticed a **** in wiring. Contacted manager sent installer then came back and said they didnt see anything. The installer did in fact see the ****ed wire and attempted to put electrical tape on it. Got the answer we dont do doorbells wiring and video doorbell was touched during installation. No communication was done wed have to do it ourselves. Communication was demeaning- including would only speak to man not the woman who paid/ set up. Spoke to CS who asked how much an electrician would be. Weeks go by asking for more civil communication sent a representative of their company not a licensed electrician. During that visit tech was pointed out wrong electrical issues that were corrected. Manager came back and said their guy knew right. Only spoke to husband and offered to pay half ($100)we accepted. Licensed Electrician came and fixed it wrote reason on the bill - that it was clera fault. Sent that to them so they would know and for the promised share. They reneged on share. Suddenly name calling and increased aggression. After they said case closed I said Id go to ********************** and review about behaviour. I hoped for internal fix of small issue before. Called and asked for a conversation because communication was coming across rude and wanted to clear it up. Manager instead called husband then after wrote me a note named calling and threatening if I wrote review. After spending 6k on a door Id expect better communication, civility. There was no reason why a minor issue escalated to that point. After numerous attempts to resolve in a professional manner. Manager turned things around to villainize myself when that wasnt the case.

  Business Response

  Date: 19/04/2024

  Hi *********, responding to *********************** Complaint:
  
  Clera Windows and Doors has been manufacturing quality windows and doors in ******* for over ******************************************* the industry as a testament to our great products, and excellent customer service.
  
  ******************** sold a door and a sidelite to  the *****, upon completion of installation I followed up with them to find out if they were pleased with their new door. They informed me that they were very happy with the quality of our door system and installation and indicated they will give us a good review with recommendations.
  I was later contacted and informed that their doorbell was not working. Please note, our installers install windows and doors professionally, Clera  does not install, warranty, or guarantee alarm systems or doorbell systems. Our installer will provide the service  as a courtesy, they will bring wires though for said systems. I asked my installer to check the ***** doorbell which he did and reported to me that there was no power in the wires.
  I called and spoke with ***************** regarding this,again, this is not something that Clera takes responsibility for. I spoke with my service tech, and he said it is not something he could address but wanting to help this customer it was agreed to take a colleague with 8 years experience in a  control wiring accompany with  him to have a look at the system as a favour to the customer.
  Upon their  inspection it was discovered that a transformer in the system needed to be replaced and that it was not installed properly. The ground wire was wired to a floating neutral instead of wired to ground. We properly identified the issue with their doorbell for them.Again, this was done  a courtesy and above and beyond our service.
  I called and again I spoke with ***************** and explained the situation. He indicated that they had other issues with the electrician that did the install, and to leave it with Him.
  A few weeks later I was copied in an email by *********************** with a bill for $196, without a discussion or an explanation. I responded to all to send the bill to the electrician that improperly wired the doorbell, and that Clera considers this issue closed..
  I did not call ******  about the bill of $196, all my contacts and discussions where always  with *****************. *********************** had contacted our head office to complain that we damaged her doorbell.Clera head office informed her that Clera does not remove, or re-install doorbells or alarm systems and that its  the responsibility of the homeowner to make arrangements with their alarm system and doorbell providers re-move and re-install their systems prior to the door installation. She was apparently not willing to accept that and kept our head office customer service rep ******** the phone for over 45 minutes.  ******  continued her harassment by calling  my service techs cell several time and  then contacted me. It was the day before Good Friday, and I was celebrating Easter with my family that day, I told her that I will  get back to her. She continued to harass me by repeatedly calling  my cell to the point that I had to turn it off .
  I called ***************** again the next morning and had a conversation with him. He let me know that it was not clear to them that this was not a service issue that Clera covers.
  At the end of the conversation being a Good Friday  and to stop the upset, I offered to send them $100.00 if it could help bring peace to their home. *** verbally accepted and said that would be the end to it. I  e-transfer the $100 the  same date. Please note, this was not accepted. ****** instead  submitted an  email  to our head office and than proceeded with a BBB complaint.
  It was my intent to be helpful with this issue,It seams that our actions and liabilities where misunderstood.

   

  thank you, *****

   

  Clera 

  
  

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21544501
  
  I am rejecting this response because: 

  Inconsistencies with response. 
  We didnt receive any information prior to install of any responsibilitys on our part. During the 16 week wait, there was plenty of time to inform us.  The responsibility is on the business to inform customers of action. The fact was they did touch it , which surged the transformer.
  We did say we were happy to be Polite though we were unhappy with the payment confusion and paperwork issues. It took a few days to realize the doorbell was broken. It was then we followed up. My husband told ***** that I was the one who was taking care of it not him. But ***** constantly only wanted to talk to him. My husband never said that weve had problems with the electrician in that past- he said the opposite- that he is well respected. My husband on that call also pointed out the sexism that ***** displayed. The response that I was hounded the company holds to the fact that they continue to turn things around- something ***** promised he would do if I complained. They sent a representative of their company not someone licensed to do that diagnosis which dragged things out even longer than needed. The 45 min call with customer service was mutual and was about the unprofessionalism ***** was displaying. I was asking customer service to step in because ***** was becoming more aggressive in tone. He called my husband on Good Friday and spent the time name calling and villainizing me -much to my husbands dismay. He did send $100 just to my husband in a manner we werent able to collect. He sent it to a home phone number not to the phone number / email address thats connected to our account . He never followed up with that. It was after he sent me a message name calling me and threatening me . This whole experience has been unnecessarily distressing and unacceptable for a company that holds themselves in such high regard. 

  
  Sincerely,
  
  ***********************