Blue Cross and Blue Shield of Massachusetts

Mr [redacted] window was order and when it came in the window was the wrong size and has been reordered. Champion services are running 8-12 weeks for turnaround from our factory. The window was reordered on 10/10/2017. Once the window comes in, we install immediately.

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 attachment included by Champion, as you can see, does not discuss any detail around interest rates.  While it confirms the plan #, that is all it does.  Camille never discussed an interest rate of 9.99% while he was at our house or any time after.  Prior to receiving the [redacted] statement, this is the only document we received from Champion regarding the financing.  As I mentioned previously, when I received my statement from [redacted], I noticed the interest rate of 9.99% showing on the statement and called Camille to find out why.  He told me there was NO interest being charged and that the amount shown was for accounting purposes on [redacted]'s part.  I specifically referenced the 9.99% interest rate showing on the [redacted] statement and he again told me interest was not being charged.  Had he given me the correct information, I would have immediately stopped the order/install since at that time they had not started installing the new windows yet.  It was only AFTER the windows were installed that Camille said we signed up for a plan with 9.99% interest.  We were stuck at this point since our old windows had been taken out and destroyed leaving us no options.Their response notes that there is no extended financing at 0%.  As I suggested in my complaint, if the 0% rate is not available, I would expect the purchase price to be reduced so the total amount paid over the financing is equal to 0% net.
Regards,
James [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.We went to Champion Windows with a leaking window for them to resolve.  They took our money, made the measurements and installed a window with a guarantee.   We expected the window not to leak.  A year after the installation, the window continued to leak and Champion came out and threw caulk at it.  They continue to come out and throw caulk by the handfuls.  The response says we installed a [redacted] product on the window but the [redacted] product was there when they installed the window.  We came to them with a problem and we were told they would solve it with their window - that did not happen.  They were not equipped to solve the problem and were only happy to take our money ($2000).  The damage to the surrounding area was very large due to the leaking window- we are not asking for a refund on replacing the rotten wood on the inside, paint and workmanship, plus another window with another window company who did it right.  We are asking for our money back on the window and installation -  they were not capable of fixing an original problem but only made it worse with their poor product and lack of transparency in the installation (as they did not solve the problem).  Champion Windows and [redacted] took a very long time in addressing the complaint - we spent hours following and answer.
Regards,
[redacted]

We would like to apologize for any issues that you had at our [redacted] Location. After reading your complaint, I can see where there may have been a breakdown in communication between the sales associate that was filling in that day and you, our customer. Issue 1: Regarding your request for the...

wheel to be returned to you. We have to turn items like this back in to the manufacturers for core charges. The reason(s) for this would be so that they can be reconditioned and in some cases for them to inspect these items for cause of failure. The core charges vary depending on the part. In this case, the core charge for this particular wheel was $40.00. That is why the associate would have stated there would be an additional charge for the old wheel. That said, our staff should have shown you the old wheel upon removal so that you could have seen the damage to the wheel yourself. Issue 2: Bent wheel different location. Since it appears that the damage wasn't shown to you and due to someone filling in at this location at the time, they very well may have not replaced the correct wheel on your vehicle. Since we are uncertain of this and because of there still being a bent wheel on your vehicle in another tire position, we will be happy to replace the wheel for you. We are ordering a replacement wheel ASAP so that this issue will be taken care of for you. Once it arrives, we will give you a call to get it installed and get you rolling again. Should you have any further questions or concerns, please do not hesitate to contact us. You can reach the Area Manager, [redacted], at our [redacted] Store. His number is ###-###-####. Thank you very much for your time and for bringing this to our attention. [redacted]Thompson Tire - Corporate [redacted]. 24141###-###-#### (Office) ###-###-#### (FaX)

We find it unfortunate that [redacted] is not willing to obtain an estimate for painting the door for us to review.  The door was produced in the color that was contracted for and [redacted] signed for.  Our representative has never indicated that the wrong color was written on the contract and our customers have every opportunity to review and read over the contract prior to signing off on.  While we are not obligated to, we remain ready, willing, and able to review an estimate from [redacted] to paint the door as a customer service gesture.  [redacted]Division Manager

To whom it may concern,
For privacy reasons, we have responded directly to our member regarding this complaint.
Regards,
Member Appeals & Grievances Program
Blue Cross Blue Shield of Massachusetts

To whom it may concern,For privacy reasons, we have responded directly to our member regarding their complaint.  They will receive a written response in the mail.  Regards,Member Grievance Program

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.
Their response didn't address my warranty issue. That issue is one of the main issues I have due to the fact that a life time life time warranty offers double the coverage as opposed to life time one year.  Secondly they are still claiming that it was okay for their men to trespass into a locked part of my home and that they don't believe they have done anything wrong. As far as their insurance company coming to assess the damages that is at their digression weather they claim or not. I really don't want to deal with anyone affiliated with Champion in my home ever again. They seem to not understand the importance of honesty and merely are money hungry business men trying to capitalize on someone they consider to not be worth the effort. Attached is a copy of the contract I signed for warranty and one the installers left with my mom.  If pictures of the damages are required please let me know. I have already sent the pictures to Champion.
Regards,
[redacted]

We have received a copy of the above complaint and appreciate the opportunity to respond.  As Mr. [redacted] states in his complaint Mr. [redacted] contacted Champion in June of 2017 to notify us of service concerns he was experiencing with leaks.  Under his warranty Champion performed service at...

that time and were notified Mr. [redacted] was still having concerns.  Our service department contacted Mr. [redacted] to schedule those services and at that time were told by Mr. [redacted] that he was "done with Champion and no longer wanted Champion to perform any repairs" and hung up on our service manager.  Our Division Manager then reached out to Mr. [redacted] to discuss his concerns and Mr. [redacted] refused to discuss the matter with our Division Manager.  He stated that he had someone else complete the repairs and our Division Manager asked Mr. [redacted] to share what those costs were and we would be happy to review those charges to see if we could discuss possible reimbursement.  Mr. [redacted] refused and stated he was no longer discussing with Champion.  We have honored our warranty and have also made attempts to discuss the matter with Mr. [redacted], as well as asked for a copy of the invoice he stated he was charged for another company to complete.  At this time we believe we have made every concerted effort to address and respectfully ask the Revdex.com to close the matter as resolved.

To whom it may concern:For privacy reasons, we have responded directly to our member regarding their concerns.  They will receive a written response in the mail. Regards,Member Appeals and Grievances Program

We spoke with Mr. [redacted] again on 3/3/16.  Mr. [redacted] has informed us that he no longer wants the window that we remade for him.  He has requested that we replace a window in his garage in lieu of the Timberbond window.  We are unable to replace the garage window at no cost, but did discuss options with Mr. [redacted]. Mr. [redacted] stated that he would consider that and is to follow back up with us the week of 3/7/16.

We are aware there were some service concerns with Mr. [redacted]'s windows and unfortunately a delay in receiving the corrected product.  However, we are committed to completing Mr. [redacted]'s service per his warranty and ensuring the issue is corrected.  Mr. [redacted]'s product has been...

received and our installation department has made attempts to contact him to complete the service.  We will work with Mr. [redacted] to try and accommodate his schedule and a time that works best for him.  Thank you,[redacted]Division Manager

[redacted] Revdex.com Serving Cincinnati ###-###-####                                 Re: Complaint ID # [redacted]                 Consumer: [redacted] and [redacted]   [redacted],   We received notice of [redacted] and [redacted] rebuttal regarding the above referenced case and appreciate the opportunity to respond.   As [redacted] and [redacted] state in their complaint, we did encounter some challenges with their project and have worked diligently to correct those concerns. [redacted] did reach out to our office regarding his concerns with his windows and as soon as we were made aware, John Conner did conduct a service visit to his home. During that visit, John C. discovered a screen in need of repair and also found 2 windows that needed to be sent back to the factory and evaluated. We have reordered these parts and as soon as they are completed we will be able to reach out and schedule a time to complete this service.   We will continue to stand behind our product and installation. [redacted] and [redacted] indicate in their complaint that they would like a refund of 20% of the original contract price. This is something we would not typically do and are not prepared to do at this time. We want you to know we certainly understand and appreciate [redacted] and [redacted] concerns, however, we are not prepared to do this as this is neither fair nor reasonable. We stressed to [redacted] and [redacted] that their written guarantee is their lifetime warranty and as that indicates we are responsible to address any product or installation concern; which we are absolutely prepared to do.     We apologize again that [redacted] and [redacted] project has not gone as smoothly as either of us would have preferred. However, while it is always our goal to avoid any problems or inconvenience to our customers, unfortunately sometimes delays and problems can and do occur. The difference that we pride ourselves on at Champion, unlike many in our industry, is how we stand behind our product, our warranty, and our work to make sure our customers are taken care of and any concerns are addressed and corrected.   I can assure you we take our commitment to our customers very seriously. We will stand ready, willing, and able to address [redacted] and [redacted] service concerns per the warranty and remain committed to completing any warranty work they may need now or in the future.     Respectfully,   Brandon M. Division Manager/Local Partner

Unfortunately we were not aware that Mr. [redacted] still had concerns after our last visit.  Mr. [redacted] communicated the concerns to the Revdex.com, but did not notify our local office.  Our Installation Manager will be reaching out to Mr. [redacted] to address his open concerns and reiterating our commitment to address any open items.

my shutters were put on and my cabling was fixed, 2 holes were not filled, back window still needs cocked, shutter guards still not put back on the garage, no contact over yard damage, please confirm the sets of shutters I was to get because I only got 5, leaving the two on the side of my house and one in the back withithout them... Also no discussion over the cigarrette butts and trash that was left I had to pick up from your workers, the messed up part of my fence next to the garage, and also I can provide pictures if need be.  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.]
Regards,
[redacted]

Although our position remains that we have made every effort to work with Mr. [redacted] regarding his concerns and that Mr. [redacted] has made it clear in conversations with multiple people at Champion that he was unwilling to allow Champion out to inspect any additional concerns and has merely been looking for a discount, or refund, we will contact Mr. [redacted] again to schedule a time to inspect his concerns.   Our Division Manager is contacting Mr. [redacted] personally to schedule a time to inspect any concerns he has and will create an additional punch list to the one already created and completed.  We find it unfortunate that Mr. [redacted] feels he has not received what he contracted for, but the contract has been fulfilled, any service or installation concerns will continue to be addressed per his warranty, and our position remains that we will not be refunding or discounting the project.  [redacted]National Customer Service Manager Champion Window Mfg. and Supply Co, LLCk[redacted]@GetChampion.com###-###-####

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 did not "pick" the color of the door I received.  The salesman wrote the wrong color code on the form.  Even if I have the door painted the color of my choosing, it will not have the factory finish, nor the sun protection and guarantee that I paid thousands for.  The company is not trying to serve the customer but instead hiding behind a stupid clause they have in their contract.  They know the color is a mistake but say that since I signed the mistake it's my problem.  That's unacceptable. 
Regards,
[redacted]

Thompson Tire tries to accommodate each customer to the best of our abilities. Unfortunately, there are some situations that are beyond our control. With regards to the wait, toward the end of/beginning of a month, we are inundated with state inspections, as are most inspection stations. As per the...

requirements of the state, we take them in on a first come first serve basis. I have copied the section of the manual and listed here. Requirements for inspection stations. 19VAC30-70-10. Official Inspection Station Requirements. D. Inspections shall be performed on a first-come, first-served basis. Motorists shall not be required to make an appointment to obtain an inspection, except that appointments required by § 46.2-1158.01 of the Code of Virginia shall be made. Businesses that take in motorists' vehicles for inspection at the beginning of the work day shall not be required to stop the work already taken in to provide an inspection for a drive-in motorist, provided inspections are actually being performed at the time and will continue through the day. Regarding the state inspection issue. As stated above from the Code of Virginia, we are required to do inspections on a first come, first serve basis. Since we had inspections already lined up, we would have had to work this vehicle in with other inspections. They were short a technician which would have delayed them in their ability to pick you up, but we would make sure to get you as quickly as possible.  We are happy to assist you in getting your vehicle inspected as we value all of our customers, however, we ask for your patience and understanding at this time as all inspection stations are extremely busy with inspections during the beginning and end of any given month.  Should you have further questions, please contact the store manager, [redacted] at [redacted]

To whom it may concern,We have already responded to our member regarding this complaint and no new issues have been raised.  If she would like to discuss the case further, she can contact the Case Specialist who handled her grievance.  The contact information is on the letter that was previously mailed to the member.Regards,Member Grievance Program

We understand and appreciate Mr. [redacted]'s frustration for the delay and miscommunication handling his service.  Our service department manager has reached out to Mr. [redacted] and discussed his concerns as well as scheduled a time to complete the remaining concerns.  At Champion we are committed...

to a providing our customers the highest level of customer satisfaction and will continue to work with Mr. [redacted] to ensure his concerns have been addressed.