Champion Windows and Home Exteriors of Pittsburgh

Re: Complaint Case # [redacted] Consumer: [redacted] Ms***, I have received a copy of the complaint and appreciate the opportunity to respondMs [redacted] did make us aware of some concerns with her windows that were installed December 16, Ms [redacted] indicated in her conversations to our office and in her Revdex.com complaint that she expected the grids to be custom made and the grid pattern was to be determined by the installation manager after the contract was signedMs [redacted] signed a contract for rectangular colonial grids (contract is attached)There is no indication on the contract the grids would be custom madeOur standard rectangular colonial grids were installed in Ms [redacted] ’s home as per the contract she signed on October 15, We certainly understand and appreciate Ms [redacted] ’s frustrations; however a complete refund is neither fair nor reasonableWe are more than willing to come to an agreement with Ms [redacted] to help resolve this matterHowever, remanufacturing the top sashes of her windows would come at a costI can assure you we take our commitment to our customers very seriously and remain ready, willing, and able to address any concerns Ms [redacted] may have that fall under her Champion warranty; however, the grids she contracted for was our standard rectangular colonial grids and that is what was installedThank you for the opportunity to share our response to this complaint with you Sincerely, Dave H [redacted] Division Manager

I spoke with Mr [redacted] this morning and we currently have one of our top service technicians at his home right now After discussion, Mr [redacted] and I are in agreement that once the concerns have been addressed today he will be satisfied with his job Apologized for the inconvenience and have offered a gift card to him as a courtesy He accepted Mr [redacted] stated he will be coming to the Pittsburgh office later this afternoon to sign his certificate of completion and make his payment I gave him my direct line of contact if any further concerns arise Customer pleased with this plan of action to resolve

We went out and replaced the siding that was damaged weeks ago

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached a copy of the original windows versus what I received.Well let me clarify, Champion was not made aware that they over charged my financing No, they were well aware that they went back into my account on December or 31st and maxed my account out without approval I questioned Georgianne on this months ago All she could say is no, you now owe us $3, Champion is so underhanded Once I contacted the finance company and sent them a copy of my contract, they contacted Champion for the refund because there was clearly a breach This case should definitely not be closed out The issue has not been addressed The issue is that their representative didn’t write the contract in accordance with our conversation and my requirements I was guaranteed by him that the way he wrote the contract conformed with our conversation and when manufactured they would understand by what he wrote and he would make sure of it I specifically asked him was it clear enough At the time I was told it was correct otherwise I would not have signed it That only makes sense The windows I ordered were supposed to be in the exact shape of the original windows - rectangular The windows I received are square Champion could care less about making this matter right in a honorable way Customer satisfaction is not really their motto This is what I know: I didn’t write the contract I can only sign what the salesperson writes up after a detailed conversation about the design of the windows The windows were to look just like the originals except the grids would be on the inside and would not be wood There was no reason for me to question the contract if it reads: Grids: Rectangular Especially after I was told by the sales person not to worry The salesperson knows that he screwed up In my conversations with him about this he never denied our conversation I called the installers once I saw that the windows didn’t look right (via my security system I can see what’s coming into house) Me and my neighbor who was there for the install were told not to worry about it This happens “ALL THE TIME” “All they have to do is re-manufacture the top, we come back out pop the top out, put the replacements in, not a problem.” For Champion to think that I should pay for their mistake and pay for them to manufacture them properly at any price is preposterous Like I said before, Champion has definitely done this before because they are pretty good at their bullying tactics At this point, I really don’t trust them back in my home They have proven themselves not trustworthy I have loss the authentic character of my home Another concern they do not to send my name into any credit bureau Regards, [redacted]

All construction issues have been acknowledged, addressed on numerous occasions and resolved by Champion Unfortunately, the customer is still not satisfied and seeking compensation for damages that cannot be specifically related to construction At this point, a third part insurance adjuster was brought in to assess the concern(s) Evaluation was determined by the third party adjuster and customer is still not satisfied with the assessment and resolution offered by the insurance adjuster The customer is seeking compensation for damages that are unwarranted and cannot be determined at fault by Champion The area of concern (where the supposed leaking took place) had ceramic tile covering the area which was installed by the previous home owner Champion does not and did not install the flooring in the area of concern and Champion also did not remove the customer's shed We have tried to resolve the concerns on multiple attempts as well as a third party evaluationThe area of concern had tile installed by the previous home owners (over the area of concern) before Ms [redacted] took ownership It has always been and will continue to be our goal to try and satisfy each and every customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and the installation mgr Jared B [redacted] called me on 9-13-and told me it will take week before he can work on my househe told me he would e mail me the clam # as of today He never sent it, but on Friday 9-15-17, a Mr [redacted] called from Liberty Mutual he call about the clam, he told me he tried call Jared time with know luck and we can not fix the inside of the house until we fix the outside lickso we are looking at champion to fix the outside Regards, [redacted]

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] My reason for not being satisfied is When I originally talked to the Insurance company, I was told, ONLY water damage may be coveredWell I have proved Champion build was flawed, and Champion's own manager, Warren told me on numerous occasions, the design should never have been approved.Thus, I want to be sure I recover damages, not only to my flooring, but to the patio which had to be demolished and hauled awayChampion saw the material and wouldn't even haul it away.Champion originally told us the storage shed next to the room was the problem and need to be taken out, we did that, it wasn't the problem, we lost a big storage shed, now must use our garage, and can't put our cars inIt has been I year of nightmare calls.Yes, they did contact their insurance company, but only after their manager would return my calls and I threatened to sit in their office until he saw me or they threw me outSo I must reserve being satisfied until this is resolved

[redacted] On January 16th champion windows came out and fixed the screen door and the bathroom windowThey were unable to fix the front living room because they couldn't get it to fit properly and would have to order another oneWhen looking at the bathroom window it still appears to have a fine scratch in the windowThe living room window should of been in February, but no phone call and it is now MayIn August it will be one year and I have yet to see my windows whole yetOf course champion has all my money, because the salesman was wrong and we didn't get to withhold a thousand dollars if we weren't happy in the endI would like to be refunded some sort of money at this pointThis situation is ridiculous, and no one will even just pick up the phone and call me with updatesI shouldn't have to call and keep up with this it's their job and reputation and it's obvious they don't care about their reputation or their customersI will be awaiting a phone call and I deserve a refund at this point it's embarrassingIf I don't hear a response soon we will hire an attorney and seek legal action along with contacting the mediaI don't want any of my friends or family to get screwed over by this companyThis is mine and my husbands first house and champion has ruined our experience with companies, so I would like to thank them for ruining our confidence in any company being able to complete a job.Very dissatisfied customer, [redacted] Sent from my iPad

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowSince Champion is so adamant in their contract, which their copy of my contract says one thing, mine says something else, I am hesitant to sign another contract with them unless it is outlined EXACTLY what they are willing to do to, and I will repeat, to correct THEIR mistake Regards, [redacted]

This customers service is scheduled for 9/Issues will be resolved thenthank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] This resolution is still unsatisfactory to me but I have no choice but to wait for my door I am very unhappy that it has been months and I do not have my door because of Champion Windows' mistakes I would have been satisfied if the new door had been installed within three weeks (the time it took for the first order) But to have to call after two months and first told that the door had not been ordered and then being lied to saying it was on back order is very unacceptable I just hope snow isn't on the ground by the time our door arrives I will NOT be promoting Champion Windows to my friends Regards, [redacted] ***

I have received a copy of the complaint and appreciate the opportunity to respond.We have reached out directly to MrJ [redacted] in order to move forward We will absorb the total costs of the window remakeTypically, a customer would be charged for this type of window and that did not happen at the initial appointmentWe apologize for the misunderstanding and want you to know we currently have these parts on orderAs soon as they are received, we will make sure and schedule the installation right awayCustomer satisfaction is very important to usWe apologize again for any inconvenience this may have causedWe ask that you close this complaint as MrJ*** is receiving the window replacement free of chargeRespectfully, Dave H [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The last correspondence that I had with Champion was over months agoSince that time they have never tried to contact meI took this as they marked my bill as paid in full since I had received nothing from them stating otherwiseI do not agree with them going through a debt collection agency when they should have sent me a bill from them personallyIf I still had an outstanding bill they should have contacted me sooner than months after the last communication and over year since the initial work was completedI do not trust Champion to fix any of the damages that resulted from the window insulationThey are a window company that messed up a window installation why would I let them try to "fix" my deck? $is not unreasonable since that is the cost of the damage done to my houseI had submitted recipes showing these costs to ChampionI would not trust Champion to come out and as the damage because they are going to 1) fix my deck not up to my standards 2) probably use cheaper materials as to cut costsI would only listen to a private contractor who is not affiliated with Champion in any wayI don't trust them at all and this is whyThey say that they are "looking out for the best interest of the customer" but all they care about is their money$is nothing to the amount of money they make so if they really cared they would mark my bill as paid in fullThere is not need to give a refund since I never paid the money That is is all I wantFor my bill to be marked as paid in full Regards, [redacted]

To Whom It May Concern,I have received a copy of the complaint and appreciate the opportunity to respond.We did encounter some challenges with Mrs***'s project and have been working diligently to correct her concerns Mrs***'s sliding glass door has been re-ordered and is in the process of being shipped to her local Champion of [redacted] While it is always our goal to avoid any problems or inconvenience to our customers, sometimes delays and problems can and do occur with custom home improvement projects such as Mrs***'s I can assure you that we stand behind our product and installation and are committed to addressing any of Mrs***'s concerns per her warranty We certainly understand and appreciate Mrs***'s frustrations; however, a complete refund is neither fair nor reasonable Mrs [redacted] is receiving the door that was contracted for and any service concerns, now or in the future, are covered under her lifetime warranty Having said that, we have extended an offer of a dinner gift certificate to Mrs*** as a customer service gesture and to let Mrs [redacted] know that her satisfaction is important to usI can assure you that we take our commitment to our customers very seriously and remain focused on completing Mrs***'s job to her satisfaction

Re: Complaint Case # [redacted] Consumer: [redacted] Ms***,I have received a copy of the complaint and appreciate the opportunity to respond.We are aware our office has recently gone through some transition and personnel changes and want to apologize for any frustration this may have caused Mr and Mrs [redacted] As soon as we were made aware of their concerns we did conduct a service visitDuring the visit, we determined the windows were out of warrantyAt Champion our lifetime warranty extends to the original purchaser and then is transferrable up to year to any new homeownerWe want you to know we remain more than happy to schedule a service and review Mrand Mrs [redacted] ’s concerns; however, applicable service charges would applyAt Champion, we pride ourselves in our uncompromising service to our customersOur warranties are unmatched and unlike many other companies in our industry, we stand behind our warranty 100%We have followed up with directly Mrand Mrs [redacted] to explain the terms and want to apologize again for any misunderstanding regarding our lifetime warranty Sincerely,Steven C [redacted] Regional Sales Manager

We contacted the customer two weeks ago and informed them that We have submitted a GL insurance claim and they should be contacted by the insurance company for an inspection date for assessmentOnce completed the insurance company will contact both parties Thanks,Steven C [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Champion DID NOT do all they could toThey have made life a nightmare for over a year.They did nothing until I threatened them......let's put all of this rhetoric aside and to the point, when they finally came, 1st) Warren (manager) told me the engineering was all wrong and the room should have never been built the way it wasHe suggested building in the patio, with us covering 1/the costThis isn't something I was willing to do, as he wasn't showing me the cause of the water damageI was told the storage shed was not there when the rooms were built and was the cause of the water damage and had to be removedAt our expense the shed was torn down and removed (at Champion's, basic-request) This DID NOT solve the problem We lost all of that storage area and not put cars in the garage.2) After many more calls, Mike back outThis time he removes one of the tiles, cuts through a piece of thick plastic, then reaches particle board which is soaked He explains to meWhen Champion, built "this" they (Champion), would have put down "ice guard" to insure no moisture would penetrate the bottom room - which this deck (patio) protrudes over [and then the previous owner would have tiled on top of what Champion would had designed and made weather proof]He would cut through this board however.He replaced it, covered all of the seams with a polymer resin type material and said, lets see how this works, and replaced the flashing along the outside edge.3.) Well, This didn't work either, speaking with Warren and Mike, Warren still saying no engineer would have approved the design, etcand trying to figure out if it was Champions fault or the previous owners, the only way was to tear up the patioAfter numerous phone calls champion back out, they reworked the flashing, by cutting a track about 3/of in beyond into my deck and bending the flashing so that it runs off and not down and around into the room below the deck Champion built, having nothing to do with tile or the shed the previous own put in 4.) The other problem being the deck Champion built over the bottom room, (Warren said he didn't know if Champion or the previous homeowner built it), when we tore it off the support pole holding up Champion's roof proves they built itWhat what happen was: They put latex calking between seams of the existing deckput ice guard down on the deck, particle board on top of that with screws, which put holes in the ice guardYou can see, not only from the enclosed pix the water logs boards, but things never dried outMy life is an endless nightmareThis company has never once picked up the phone unless I've threatened them with posting on Facebook, news media, or something else.The insurance company is a joke! [redacted]

Good morning, I am attaching the Champion Contract Please note that salesman illustrated how the panes should look Note that he has rows with panes in each row The windows that were replaced are smaller than the one in the photo I sent but of the sale style There are only rows and they had panes at top and panes at bottom He noted that they would be rectangular.I appreciate your time on this matter.***(p.s I hope the contract is attached I can't tell but it is selectedlet me know if I should try again)

Subject: M***'s Response for Revdex.com Complaint #*** Hello ***Per our conversation, below is more information to be added.Over the past months I have to take time off from my job to make countless calls to the Manager and the National Customer Service Coordinator during business hours. I repeatedly informed the Manager, technician and the National Customer Service Coordinator that I work during the day, so call me on my cell phone. Four different days I had to take time off from my job to meet the technician to do repairs, of the four days, two days the technician never showed up. One time I never got a phone call saying they were not coming, and the other time they called my home phone and left me messages. The most recent incident was on November 25, 2015. Champion called me and we set up an appointment for November 25th from 4pm to 5pm. On November 25th, I had to take time off from my job again to meet the technician. I got home minutes before the appointment only to find that the technician left a message on my answering machine at am saying he was not coming today because my appointment is scheduled from 12pm to 1pm and someone in the office changed my appointment to 4pm to 5pm, so if I want him to come today to call him before 12pm. Another incident not contacting me on my cell phone, another day me taking time off from work only to have a missed appointment.After I got the message I called Champion and told them to come and get their door, I am tired of being treated this way, and I am done. I left my home to go shopping, and about 4-4:30pm I get a phone call on my cell phone and it is the Champion technician. He is telling me that someone in the office switched my 12pm to 1pm appointment to 4pm to 5pm, and I said no, I scheduled the appointment and it was scheduled from 4pm to 5pm. The technician said I am out in *** *** measuring for a door, and I said that is OK, come to my home after that and he said no. Then he repeated saying to me that my appointment was from 12pm to 1pm, and again I corrected him, saying no I set the appointment myself and it was from 4pm to 5pm. Then I said, OK come Friday, and he said no I am off and will call you Monday and come Wednesday. On Monday and Wednesday no phone calls. Then one Friday afternoon I receive a phone call from the technician saying he want to come to my house now… I assuming the Revdex.com contacted them?Over the past months I had to take time off of my job to make and take multiple phone calls, and at times, being place on hold. I also had to take off time to wait for appointments. I cannot understand why Champion would not give me a gift card of $or $to say, I am sorry and please accept this gift for all the troubles you have experienced. I also would like to escalate to a very high level in the company my bad experience, I want them to hear what happened to me.Please call me if you have any question.Thanks you,*** ***Quality Assurance Manager

We always service and stand behind our products in the event that they do not function up to Champion's strict standardsThe customer is upset because of the service charge after years of free service It is not something we hide from our customers The charge is written on
their contract, and our warrantyIf you would like to see the copy of the contract or our warranty we can provide copies to you. Thank you,Dave H***