Complaints

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• Initial Complaint

  Date:20/03/2025

  Type:Product 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.

  This complaint is in relation to a sales agreement for new windows in my home data April 17th, 2023 prepared by Mike C. of Clear Windows & Doors for $47, 268.00.
  
  Clear Windows had committed to providing me with double pain Energy Star windows, with double low-e coating for improved comfort and efficiency and offset glass 4mm exterior/ 3mm interior to reduce road noise. I was very clear with Mike throughout the whole process that I needed the new windows for both comfortable and road noise reduction. Mike acknowledged my needs and insisted that the window solution he specified would meet both my needs as evidenced in a March 7 between me and where I stated that I needed the windows to reduce road noise. Mike acknowledged and reinforced that the solution provided was the best for the price I was looking for. I trusted his professional judgment and decided to proceed. Part of the reason I trusted Clera was the BBB rating of A+ which turned out to be misleading. At no point prior to the signing the agreement or prior to installation were other window specification options for road noise reduction discussed with.
  
  After the new windows were installed it became immediate apparent that they did not solve the road noise issue at all. At which point I realized that I had been taken advantage of and mislead by Mike and Clera and was now out $47,000.00.
  
  I conveyed this issue on Feb 15, 2024 to Clera and they denied that reducing road noise was a driver for the new windows. It was at this point that Mike and his boss **** ********* provided me with new information that what I actually needed was laminated glass for road noise reduction and the solution sold to me was not appropriate. The then proceeded to quote me an additional $18,000.00 to replace the glass. In addition, Mike revelated to me that his previous boss pushed the offset glass solution because of cost and not effectiveness. I confronted Adam about this information via email and he did not deny it.

  

  Business Response

  Date: 27/03/2025

  The customer ordered dual pane windows with
  FREE upgraded sound reducing glass. At the time that the order was placed, sound
  reduction was not even a major reason for wanting to replace his
  windows.  It was simply a free upgrade that we were offering. The customer’s primary motivation was the
  ****** ******* ***** Grant program and saving money. He  declined upgrading to triple pane, which
  would have cost more money. Going with laminated glass was never even
  discussed or considered  He received exactly what he ordered and paid for.  *** ********** *** *********

  Customer Answer

  Date: 02/04/2025

  
  Complaint: 23072850
  
  I am rejecting this response because:
  In Clera’s response they acknowledged that the off-set glass was specified to address the road noise issue that their sales rep Mike C. was aware of. However, it is not true that it was free. It was costed in along with all other requirements. If it was indeed offered at no cost that was never disclosed to me and is also irrelevant to the complaint. I have countless emails and quotes and invoices the cost out the offset glass. 

  The issue remains that the Clera’s recommended solution of offset glass, to solve my road noise problem, did not work. I was misled about the capabilities of that solution to address road noise. In addition, at the time of sale Clera did not offer me the choice or explain the difference of using laminated glass. As they did after the fact. This was negligent on their part and they need to take accountability. 

  Clera can either resolve this through this process or in Court where they will have a permanent public record of fault against them. 
  
  Sincerely,
  
  
  ***** ********

  

  Business Response

  Date: 02/04/2025

  We are terribly sorry, but there is nothing more that we can do for this customer. He received exactly what he ordered and paid for.  *** ********** *** *********