Blue Cross and Blue Shield of Massachusetts

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

While we agree that there were delays in completing some of the concerns after installation, we have remained committed to addressing any concerns that the *** have with their project We do not discount contracts, but instead are committed to making sure the *** have received what
they contracted for and provide a lifetime warranty should any issues arise At this time the *** have stated there are still open issues and we are working with them to make sure any last items are addressed We are visiting the *** home again this Saturday 9/10/and our Division Manager will personally visit as well to discuss any remaining concerns with the ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
BCBS has repeatedly said it will send me the additional $14.30:  BCBS stated its intent to send me money in 2 weeks over the phone on 7/1/16 and in the emails dated 7/5/16 and 7/22/16, again in response of my complaint to Revdex.com on 8/18/16.  As of today I have not received the $14.30 check.  It has been almost 2 months since I first raised the issue with BCBS.  The 2 weeks wait period is simply a standard form answer BCBS gives to its customers.  I cannot and will not mark the complaint resolved until I have the check in hand. 
Regards,
[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.I am also interested in the mediation.
Regards,
[redacted]

We have received a copy of the consumer's complaint and appreciate the opportunity to respond.  As Mr. [redacted] indicates in his complaint, there is a service fee for any in home service after two years.  However, Mr. & Mrs. [redacted]'s in home service period was extended from 2 years to 5...

years (as indicated on the contract attached).  At no time were Mr. & Mrs. [redacted] misled and we find it unfortunate if they chose not to read the contract that clearly states after there is a free in home service period of two years (or extended to five years in their case).  It also indicates on the warranty (copy attached) that while there is no charge for materials or labor, that after two years there is a nominal trip charge for all service calls.  Mr. & Mrs. [redacted] were also informed at the time of their initial service call that there would be a service fee.  We continued to honor our warranty and have completed the service call as requested on 3/10/16.  The service has been completed and there is an open balance of $99 for the service fee since this service was outside of their five year free in home service period.  We respectfully ask the Revdex.com to close this complaint as the service requested has been completed and the only item remaining is an open account balance for a service charge that is outlined on the contract and warranty.  Respectfully,[redacted]Division Manager

To whom it may concern,This complaint has been responded to and there are no details explaining the reason for the member's rebuttal.  If the member has any further concerns, he should contact the Case Specialist who handled his grievance directly.  The contact information is included in the response letter that was previously mailed to the member.Regards,Member Grievance Program

To Whom It May Concern,We have received a copy of the consumers complaint and appreciate the opportunity to respond.  The door that was installed is the color that was chosen, contracted for, and signed off on.  However, understanding that [redacted] is unhappy with the end result we did...

offer and remain willing to have [redacted] receive a quote for painting the door to her desired color from a painter and we are happy to review that estimate.  If [redacted] would like to obtain that estimate from her desired painter we are more than willing to discuss handling for it after we have a chance to review the estimate.Respectfully,[redacted]Division ManagerChampion of Cincinnati

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.
[Unfortunately, Mrs. [redacted] is correct, there was a large list of issues after installation. However, there are three items from the original list that have yet to be fixed over the four months since installation. It saddens me that Champion Windows would rather go after the integrity of my character than give an honest apology and fix the damage they caused. I will accept Champion's response when they fix the damage they caused to my walls during installation. After the damage has been fixed to my full satisfaction, I will then decide if further action is necessary. I ask that Revdex.com posts my complaint to the public so the public can be exposed to the type of customer service Champion now provides. I'm sure Champion had good customer service in the past given their A+ rating but that has clearly changed. Champion has not responded in a timely fashion to my Revdex.com messages, they have had more than ample time ( Revdex.com complain date of July 18th ) to reach out to me &  had multiple attempts to fix the damage they caused during installation before my Revdex.com complaint but have yet to fix.  I have asked Champion to fix the damage they caused since the day of installation, so I hope that Champion fixes their internal communication issues, as I'm not sure how I could be any clearer.  ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
BCBS MA addressed only 1 of the 3 complaints. I do not find their methods of business to be at all savory. They have continually lied to me through this whole process, stating my claims were getting reprocessed within a 3 day time frame, that was back in October. That was a lie because nothing was ever done. I have an email from one of their representatives to prove this, it is attached to this message. And that is just one example of their lies. They may have reprocessed my claims as I requested, but they still have to answer for why every single time I called them they told me nothing but lies and simply did not care what they were doing. And they have a horrible system in place that was just an excuse for their lack of professionalism which needs to be completely abolished! [redacted] 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Our Division Manager has been out to Ms. [redacted]'s home to inspect the concerns and review the damage.  This was brought to his attention weeks after our installation and after a final walk through was completed after installation.  The damage does not appear to be anywhere that our installers were working and not a result of workmanship by Champion.   This damage is on older aluminum siding and not something Champion would repair.  Our factory representative did extend to provide a quote if the [redacted]'s would like to replace their siding with vinyl siding, but we maintain that this damage was not apparent or evident at any time after installation until we were called back out several weeks later.  Unfortunately, we believe we are at an impasse with regards to resolving this concern and as members of the Revdex.com would be open to mediation the Revdex.com offers. Respectfully,Karen M[redacted]National Customer Service Manager

To Whom It May Concern,We have received a copy of the complaint listed above and appreciate the opportunity to respond.  The leak that the homeowner is experiencing is due to a product, [redacted], that they had installed around the window.  Champion did not install this product and we...

notified the customer on several occasions that they needed to have a contractor inspect and service that product.  Additionally, Champion turned this over to our insurance to inspect and review as well.  Our insurance carrier also denied the claim as it was clear upon inspection that the damage was not caused by the Champion window or install, but rather the [redacted] surrounding the window.  This has already been closed by our insurance carrier.  We would respectfully ask the Revdex.com to close the complaint as well as it has been documented this damage was not caused by Champion.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To whom it may concern,For privacy reasons, we responded directly to our member regarding this complaint.  A response letter was mailed to our member on 05/23/2017.Regards,Member Appeals and Grievances Program

Soffit work is under the vinyl siding product category.  As indicated on Ms. [redacted]'s contract which is a siding product contract.  Champion is required by law to follow EPA guidelines for testing and following lead safe work practices when doing this type of work.  Ms. [redacted] signed a lead addendum indicating she was aware of the charge if the work tested positive; which it did.  The lead safe work charges apply as indicated and we are unable to refund those charges.  Respectfully,Karen M[redacted]National Customer Service ManagerChampion Windows

Complaint # [redacted].  I am trying to keep this complaint open.  I have had trouble with receiving Emails and was hoping to receive by mail, what ever paper work that was needed to keep this open and add to the complaint.  The only thing that I have received is a letter dated 9/9/2016, post dated 9/19/2016. The letter ask, if the company addressed the issues of this dispute? NO, They have not contacted me at all about this, however, we have contacted them about the windows in the house not being energy efficient, as promised, and demonstrated.  They sent a man out who did not bring the proper testing equipment.  Then when we called Brandon from Champion, to see what they where going to do he was very upset and said that he was going to do nothing.  We called the sales man John C. he came out on 9/24/2016 and test all the windows.  He found that two windows which where the main concerns to be bad.  John said the would order the new windows and a new screen for another window that was bad.  I know that Champion does not was to give us  a refund even though we continuing facing issues, and rude management personnel.  They state the we have a warranty.  I did not expect to have to depend on that warranty every month since we purchased these windows.  And by the way every body gets this warranty it comes with the product.  We want a refund because of the hassles.  Most companies would not only back, replace, and repair their product, they would try to make it right in the consumers eyes.Please DO NOT close this case.We are not satisfied.We will not be satisfied until we receive a refund as requested.  We are telling every one DO NOT purchase CHAMPION Windows.  I know of at least two home that are going with another brand.  You would think they would work with us. Thank you,[redacted]

A detailed letter explaining why the claim had not yet been paid was mailed to [redacted] on 12/16/15.  The information required to process the claim in question was then eventually received from the hospital and this allowed the claim to be processed for payment.  The claim in question by Ms. [redacted] was paid in full on 1/11/16.  This complaint should be considered resolved.   Regards, Member Appeals and GrievancesBlue Cross Blue Shield of Massachusetts[redacted]  [redacted]

AAll the issues should have been resolved upon the first visit, or no issues in the first place, also is it not proticol to follow up with your supposed valued customers to see if the issue they had were resolved? Rather it took you until the 11th of this month to contact me and see if my issues were resolved which they are not, fence is still broken in one soot, back window remains uncocked, gutter gaurds thay were removed still not replaced, two holes still exist, no comoensation for the yard and or the trash and cig butts and nails I had to pick up...

We understand and find it unfortunate that Mr. [redacted] does not feel he received the level of customer service we strive for at Champion.  While we certainly want and work hard everyday to satisfy our customers we understand it is not always possible.  We have fulfilled the terms of the contract and stand behind our product, installation, and warranty.  Mr. [redacted] acknowledges himself the quality of the product and the lifetime warranty he received along with that product.  As indicated to Mr. [redacted], if he is unhappy with the product or believes there is any existing service work that needs to be repaired we are more than ready, willing, and able to come out and address any of those service concerns.  However, Mr. [redacted] has refused to have us back out and inspect any service concerns he is stating exist.   Instead Mr. [redacted] is expecting a discount off his contract purchase.  Unfortunately this is not something we do - our warranty is clear and the reason for the warranty is if there are any product or install concerns whatsoever, we will come out at the customer request.  We do not go back and discount contracts in lieu of following the warranty.  Mr. [redacted] assertion that he has attempted to reach a mutual resolution is false, his only resolution requested is a discount off his contract price.  It is our hope that the Revdex.com closes this complaint as the contract has been fulfilled, the consumer has the product contracted for (and acknowledges the quality of that product), and Champion has made a good faith effort to address any product or installation concerns Mr. [redacted] has per his warranty in addition to offering a dinner out on Champion in a customer service gesture - both of which Mr. [redacted] has refused.Respectfully,[redacted]National Customer Service Manager

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]They have already come oue out once and checked the installation and supposedly found no problems!
Regards,
[redacted]