Complaints

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: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.  *** ********** *** *********

• Initial Complaint

  Date:13/09/2024

  Type:Delivery 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.

  Received an estimated Quote for the window replacement on 04/29/2024 from sales agent – ***** ******** from Clera. May 2nd, I made the initial deposit online to confirm windows booking. Measurements were initially taken around the 1st week of May but then they realized they had to retake measurements due to an issue in terms of seating/installing method. They were suppose to come back for re-measurement 2nd/3rd week of May however they came further late in June. Despite all of the mishaps and changes, the sales agent had promised and assured me the windows would be installed by last week of July. However, this got further delayed and I received no response from the sales agent regarding the status or installation of the windows until I called him up many times to no avail and then finally he responded saying the windows will now be installed by last week of august 2024. This has been going on way too long, the sales agent and company has been unresponsive and unacceptable that I have to wait almost 4 months to get windows installed after them taking my deposit of $5000 and change. Installation has yet to take place and we are now into past the 1st week of September and I have called and left several messages for the sales agent who has pretty much ghosted me and is completely non responsive. I have called the sales team at clera who says I can only deal with the sales agent but I was clear I do not want to do any further dealings with him and want to speak to someone higher up. They said a VP will call, but he’s on vacation until September 16th and the earliest I could possibly get windows installed is 2nd/3rd week of September which to me is completely and utterly unacceptable, ********* and just not right especially as we get into colder season. I have humbly requested that my deposit be returned but I am getting the run arounds. I have text messages from the sales agent who indicated he will on the refund request with his boss but no action has been done.

  

  Business Response

  Date: 26/09/2024

  The issue has been resolved, the customer agreed to an  installation  for Friday Oct. 4th,2024. 

  Customer Answer

  Date: 03/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It was not a satisfactory outcome that was expected from my side.  However, the windows have been installed and payment has been made.
  
  
  
  Sincerely,
  
  
  
  ****** **************