Champion Window Co of St Louis

We had a wonderful experience here in St. Louis Missouri with the Champion team that built our four season sunroom! From the initial sale and signing of the contract with Paul through the construction and completion done by Frank and T.J. under the oversight of Doug - we had a seamless positive experience. Everyone was professional, friendly, easy to relate to, and conscientious with their excellent work ethic and skills. Their focus was a combination of customer satisfaction and excellent work with attention to detail. This was a 5 star plus experience! Thank you so much! - Mark and Beth D.

Complaint: [redacted] I am rejecting this response because: My husband called and left a message for [redacted] this week and has not received a return call Below is our response.Hi ***, Sure, if you’d like to meet to see the issues first hand that’d be fine, but please bring the salesman too If he brings his sales picture album of all the beautiful siding and window capping work from his past customers, we can easily compare the pictures to our window capping work, including the window weep outlets being gummed up with caulking, and you’ll quickly see why we’re not happy on the already paid for windows I didn’t want to air our concerns on the Revdex.com site for everyone to read, but since the Fenton Champion office has turned over at least General Managers and siding Mangers in the time we’ve dealt with them, perhaps some information has been lost in translationBefore the last window capping work was performed, we met at the house with the Siding Manager, and the last thing we spoke of was him agreeing to meet at the house to review the work after completion It’s been two months since the subcontractor left They must have thought they were finished, but like the other sub-contractors who’ve done re-work, they just left without reviewing the work with the homeowner and verifying the work was satisfactory Since we’d not heard a word from Champion in the last two months, we finally decided to contact the Revdex.com Yes, we understand the house was built in the 60’s and it’s hard to make things perfect, however the salesman absolutely confirmed new siding would be installed to correct any imperfections and the siding would not be wavy There are several issues related to the siding installation that are tied to the waviness The contract states all existing siding would be removed, but on the gable sections of both the East and West sides of the house, the old wood siding was not removed On the East side, the wall is only feet wide and there are no bows in the wall or the foundation The crews tried to compensate for the difference in thickness between the top and bottom sections by using firing strips on the bottom to buithe lower section’s thickness Had the upper siding would be been removed, everything would have been on the same plane and would have made for proper installation without any waves and without leaving air gaps between the firing stripsNo to mention the siding wouldn’t have need to be recessed next to the fence to compensate for the new overall thickness increase On the West side, the wall is about feet wide The crews found some water damage to the sheathing when the old lower siding was removed Instead of removing the old rotten sheathing and fastening the new to the studs, the crew screwed the new sheathing over the old sheathing Of course I know this was the case, because we can still see the old sheeting on the unfinished wall of our garage As an added complication, the new sheeting was installed on about ¾ of the wall They crews tried shimming the walls in several areas using foam insulation to compensate for the upper siding not being removed and the sheathing stop/start thickness differences and the gaps in-between Two different subcontractors that came out to look at the issues agreed that it’s no wonder you can see the waves with all the thickness compensations in place, and indicated that fixing it would literally involve taking everything off, removing the old siding, and fixing the sheathing which was not in their scope of work Other unresolved issues:-the siding isn’t level with the windows in a couple different areas (You can set a level on the window sill and see that it’s level, but the lines in the siding don’t run parallel to it, making it very noticeable) -when the storm door that was removed for siding installation it was reinstalled forcefully damaging/warping the metal door trim-the mortar on the South side of the foundation was damaged when the siding starter strip was fastened-the kitchen vent was to be replaced, but hasn’t been In an effort to save everyone time and likely additional aggravation, applying a reasonable credit to our account as compensation for resolving our differences seems like a fair way for Champion to gain customer satisfaction so both parties can move on Sincerely, Mrand Mrs***

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Champion always wants to provide the best customer service possibleThat is how we have stayed in business serving customers as long as we have and our customers continue to come back to us year after yearWe have been delayed especially by weather and it effects all of our customersWe had the 2nd highest record for rain for StLouis in June and it put us back significantly in regards to our siding, roofing, and sun room installationsWe do sincerely apologize for the delays and lack of communication however as our contract states we cannot be held liable for weather delays or acts of GodUnfortunately we are trying to get to customers completed in order of contract dateWe sent letters out in June to many of our customers letting them know we were delayed and apologized for the inconvenienceI do not know if these customers received that letter and do apologize if they did notWe will get the customers siding completed and immaculate and as according to contract as soon as we possibly can weather permittingWe will also take care of the dead grass which the material may have caused

Revdex.comFax- [redacted] Re: Complaint# [redacted] To Whom It May Concern:We installed a window for the customer on 1/22/ We offer a life time warranty, however after the first two years a service fee appliesThe customer called us on 1/4/because the glass cracked We replaced it free of charge on 5/11/ The customer called again on 10/26/and stated the window was delamination We ordered a replacement We tried calling the customer several times to schedule an appointment to install the replacement window but was unable to reach him We also sent him a reminder card in the mail In August the customer told us his wife was very ill and he would call us back when he was ready We did not hear from the customer again until 3/14/ We no longer have his replacement window in our warehouse and a new one will need to be ordered and since it has been seven years since installation, our service fee ($99.00) applies Thank You [redacted] ***Office ManagerChampion St Louis

[redacted] is on vacation this week I am the office manager and have not received any calls or messages from this customerI have attached the contracts signed by the customer along with the payment authorization also signed by Mr & Mrs [redacted] We charge 50% deposit which is stated on all forms

Initial Business Response / [redacted] (1000, 7, 2015/10/29) */ We apologize for the inconvenience and take full responsibilityWe had changed the plants which we receive our windows and services from and orders got mixed upWe have the others on order and will get the customers taken care of as quickly as possible Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am right back to where I startedThey don't follow up with the customer and I still have no idea of if or when I would get the replacement windows / door and fix a problem on the patio doorI will only accept their response when the job gets done to my satisfaction

When was this complaint filed? The repairs were completed on May 4th Mr [redacted] still has a balance of $and we have been trying to contact him

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ I spoke with Mr [redacted] on 2/11/for an update on his Patio room buildI explained the weather delays and apologized for the delay in getting his project startedI promised a weekly call to keep him informed of the project statusHis project is scheduled to start at the end of February barring any further weather delays

I am going to have my Installation Manager go to the property and assess the situation He will review the product and installation procedures and verify they comply and exceed industry standards I will have Mr [redacted] call and set up a time that is convenient for both parties

The custom built patio door was ordered factory direct April 3, The patio door was delivered to our location in Fenton approxtwo months later with the wrong size screen included in the box We scheduled the installation not knowing the screen was the wrong size The installer scheduled to perform the work called in injured the morning of the install We called the [redacted] s and informed them we would have to delay the installation but due to them taking off work they wanted the job done that day We advised them that we would have to pull a crew from another scheduled install to accomodate them and it would take a few hours to do so After installing the door, it was discovered the screen did not fit We re-ordered the screen and it was received July 24, We left the [redacted] s a message that the screen is ready to be installed We also mailed the [redacted] s a $check on June 29, to compensate them for their trouble

Complaint: [redacted] I am rejecting this response because: I still do not have a working screen door Sincerely, [redacted]

It is the homeowners (buyer's) responsibility to obtain any necessary HOA approval as per the contract she signedIf she wants to cancel we will keep 30% ($1,470.00) as per the contract Her windows have already been ordered

I am the new Division Manager and I will research this issue. We will do what is necessary to correct the situation for the customer. We will not be refunding 10% of the price of the amount paid. That is not our policy. Our policy is to make sure the customer is happy with
the quality of the work performed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, although I still will not ever use Champion againI still have to look at this window everydayI urge everyone to do their homework and ask questions about what you are orderingI only accepted Bob's offer because he said there was nothing he could do
Sincerely,
*** ***

Work is being completed to their satisfaction 3/7/2018-3/8/

Complaint: ***
I am rejecting this response because:
*** from the Fenton office came out and looked at the bay window after I complained about all the issues with the window so I know that the window was not properly insulated Why should I have to pay for your mistakes? The brace is also water damaged and the caulking was improperly doneThat is a reflection on YOUR poor installationI should not have to pay a service fee for your mistakesChampion should fix their mistakes and not charge customers for THEIR mistakesIf the bay window had been properly installed then I would not have any of these issues.
Sincerely,
*** ***

We have never had a complaint that our windows are louder than previous windows in the homeIn fact we have letter after letter stating how much quieter our windows areOur windows are not designed to eliminate noiseWe know that a construction has been re-routed closer to the customers home as
far as the road goesThis was verified by both the factory rep and installation teamWe have been out more than once and even changed out sashesThe very last time the installation manager and the service technician went out to visit the customer there was no defect with the windowsIn fact, the customer had asked them if they would mind throwing in a couple of windows for the basement for free since that is all they had leftHonestly that is odd for someone not happy with our windowsWe believe that we put in the best windows as we always do and will stand behind those windows for lifetimeWe will be more than happy to and I believe we have offered to do a decibel test to verify the measure on our Champion windows are accurate and correct to our manufacturers specificatonsWe cannot however, test against the old windows so there is nothing to compare

The contract was not written for one window to have obscure glass but upon delivery of her products one window was brokenWe have re-ordered the the product with obscure glass at no extra charge. This window has not come in yet. We were going to address the other issues when we returned
with the obscure glasshowever we have scheduled her for a service appt on 1/10/so we can take care of her issues

Attached is the emails sent to Ms ***'s HOA as well as a copy of her contract that clearly states that the "Buyer shall obstain all necessary approvals, and authorizations from HOA or local authorities"

Initial Business Response /* (1000, 14, 2015/11/23) */
Customers product is in and is scheduled for the 4th of DecemberWe truly apologize for the inconvenience with manufacturing and delivery and communicationIt is truly unfortunate that this slipped through the cracksI will be waiving the
service fee for the inconvenience