Aei/Acorn Enterprises International Inc

We had negative experiences throughout the process of purchasing, ordering, and installation. We first met with Cameron, our salesman, to discuss the possibility of getting a new front door in May 2016. We signed a contract for a new door installation and the installation of a window in our basement. At that time, we were asked to sign a contract to run our credit for the possibility of obtaining a loan for the door. We discussed with the sales representative that we were budgeting for the door and likely would pay by check. Both of us, as well as one of our parents, were all present for this discussion. We all understood that a loan had not been taken out, but that credit was being run for that possibility only if we should decide to pursue financing in the future. We then received a letter from GreenSky, Champion's lending company, stating that our credit had been approved if we wished to take out the loan in the future. The letter specifically said that no loan could be initiated without action on our part, and to contact Champion if we wished to activate the funds available. In the interim, because the installation could not be scheduled for months after our initial purchase, we decided to budget ahead and pay by check.We then received notification from our credit monitoring agency that a loan had been taken out in our names from Ion Bank. Eventually, with the help of the credit monitoring company, we were able to understand that Champion had authorized a loan for our door and window without any contact, input, or consent from us. GreenSky and Ion Bank were both quite professional, prompt, and apologetic when we explained that we did not want a loan to be taken out. The Champion office, however, did not apologize for this misunderstanding in the least. Their responses to our many phone calls were often rude, dismissive, and delayed. Specifically, we attempted to contact our salesman and were never called back. We called the Lexington office daily for 4 days prior to them providing any explanation; rather, they claimed they did not have access to our file (they said it was locked in an office that they did not have the key to open the door) and on multiple occasions promised to call back that day, but did not. After they did access our file, the explanation for taking out a loan without our knowledge was, "This is how we always do it." GreenSky did close the loan and waive the associated fees, and Champion did ultimately refund the initial loan amount. We have certainly learned to read fine print more closely through this interaction and not to trust the messages delivered by salespeople; however, we feel strongly that we were mislead, and that the handling of this situation was extremely frustrating. It was clear throughout that the objective of those working at the Champion office was to dismiss us rather than help remedy the situation. Following this, we did not hear back from Champion. They had previously come out to our home and taken measurements. The people who came to do this were efficient and professional. We were told they would contact us when the door and window were ready, but they never did. We called nearly two weeks after the door was supposed to be installed, and they reported it was available and acknowledged it was overdue. They offered no explanation as to why they had not contacted us yet. We scheduled a time for installation and they door was installed. The men who came to install the door, however, said that the window was not the correct size. They left and stated they would re-order the correct sized window and we would hear back from them. After closer inspection the day of installation, we realized the finish was very poor. There was white fiberglass visible through the finish in many areas. There was also a dime-sized chip in the finish on the inside of the door. Additionally, the trim they removed from the old door was not replaced, and shims were visible inside our home. We again attempted to contact our salesman, and never heard back. After a few days, we contacted the Lexington office again and did hear back from Allen the same day. He was courteous and prompt. He was able to stop by that day, and agreed the door needed additional finish and that the chip was not acceptable on a new door. He took photos of the finish, chip, and visible shims. He also re-measured the window and stated that the first window would fit; he was unsure why the people who came out did not install it when the door was installed. We were told we would be contacted within the next few business days to schedule the repair and window installation. We then did not hear back from Champion for over a week. We called the office, and did not hear back for 2 more days. We called the office again, and this time did receive a call back to schedule a visit. Two workers arrived as planned that day and were able to install the window. They knew nothing of the plann