Reviews

2/10

I had a full window installation at my home last year. When the windows arrived, the window colour did not match the colour swatch that we chose the colour from. After lengthy discussions with the Clera, they told us that they would either repaint after installation or provide us with a $2500 discount. Clera has not provided us with our $2500 discount as promised in writing and has not responded to our emails.

Approximate cost of services:
$35,000.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
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Company Response

Dear Customer, We apologize for the inconvenience, however, custom colour matches can be tricky and, while you may not be completely satisfied with the exact shade of your painted windows and doors, they are well within industry variation tolerances. This was verified by an independent lab analysis which showed an Ecmc of 0.3. Industry standard is 1.0. Yours was an excellent match.
Rest assured that you received an excellent quality product, including the paint finish. We are sad that you are not 100% satisfied but, as noted above, your colour match was in fact very good. We wish you good luck and hope you enjoy your windows and doors for long time - Clera Admin

10/10

I searched Homestars for a reputable gas fireplace repair company and called Gasfix to come out to have a look at my Valor gas fireplace as it would not light. The serviceman was very pleasant but could not find the exact problem. He charged me $186 for 45 minutes and said that it was either the receiver or the valve. He said that a replacement receiver alone was $500. I just bought the exact replacement at a local fireplace store for $150. I also wrote the company an email and never heard back from them. Disappointed!

Approximate cost of services:
$186.00
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Company Response

Thank you for your review, Ian. We always appreciate the feedback that we receive from customers as it gives us that opportunity to improve our customer service. Your gas fireplace is a Valor 739ILN/IRN gas fireplace which is not a common model that we service. Though we do carry many common parts for many Valor fireplaces, we do not carry the handheld remotes or the receivers for this particular unit on the service vehicles. We do keep one pair in stock as it is not a common part that we sell. The assessment made by our technician was correct. It was either the remote/receiver or the valve. Your review states that you found the exact same receiver so the assumption can be made that the new receiver resolved the issue just as our technician suspected. If that new receiver did not resolve the issue, then you would have been looking at replacing the gas valve. You also stated that we quoted $500 for the replacement receiver alone and that is incorrect. Our quote was for both the handheld remote and the receiver as indicated on the invoice we provided. As we specialize in the repair and maintenance of gas fireplaces and carry over 300 of the most common parts on our vehicles, we are not able to purchase parts directly from the manufacturer, or in this case, directly from Valor. Therefore, we cannot compete with some of the prices offered by those companies that specialize in sales and installation who buy direct from the manufacturer. Ian, we are a reputable contractor. Based on 138 reviews, 131 customer have rated our service a 10 out of 10. Gas Fix was able to point you in the right direction and you were able to find the part required at a less expensive price. Thank you again for contacting Gas Fix and we wish you all the best in the future. ~ Jason ~