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Champion Window Co of St Louis

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Reviews Champion Window Co of St Louis

Champion Window Co of St Louis Reviews (52)

Our install manager checked Mr***'s door in February It needs a minor hinge adjustmentWe were scheduled to do repair on 3/between 3:30-4pm but when we called to go, Mr***s stated he would not be home until 5pm Therefore his repair is rescheduled for 3/22/
Thank you, *** *** Office Manager

We have a technician at their house now working on the screen door

We arrived at her home today at 1:p.mand took the screen from the adjoining window to build a similar screen where the screen is missing. We have the screen built and ready to install either today or in the morning. This should satisfy all issues

[redacted] talked to Mr. [redacted] today and we are going to his house on Monday to take care of his issues.  We were going today, Friday the 22nd, but it's going to rain and we can't make repairs in the rain.  Mr. [redacted] is fine with that schedule.

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 at this point.  Let's see what happens after the installation manager takes a look at the bay window.
Sincerely,
[redacted]

I am unaware of any outstanding issues and so is our Installation Manager.  All open issues should be coordinated through our office so we can document any problems and repairs.  All of the windows have been recapped and if we need to address them we will.  The 'waves" in the siding are not an issue with the siding.  The house was built in the 60's and the wall is bowed.  We can't shim up siding to make it look flat if the wall the siding is being attached to is bowed.  When the siding is attached correctly it follows the form of the wall and if the wall is bowed the siding will look bowed.  That isn't anything Champion can fix and it's not an issue with our product or installation. I have never met Mr. or Mrs. [redacted] and would be happy to stop by and see first hand what the outstanding problems are. [redacted]Division Manager

Complaint: [redacted]
I am rejecting this response because:Champion did not respond to the HOA...

until I called to cancel the order on December 8, 2017.  The email to the HOA from Champion was dated December 15, 2017, after I called both Champion and [redacted] Credit to cancel the order on December 8, 2017, because of Champions lack of doing what they were suppose to be doing.  Champion even called me after I called to cancel the order wanting to install the windows and I told them it doesn't work that way.  They are to contact the HOA and get approval before the windows could be installed and they had not done so, therefore I wanted the order canceled.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/10/29) */
We apologize for the inconvenience and take full responsibility. We had changed the plants which we receive our windows and services from and orders got mixed up. We have the others on order and will get the customers taken care of as quickly...

as possible.
Initial Consumer Rebuttal /* (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 started. They 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 door. I will only accept their response when the job gets done to my satisfaction.

Complaint: [redacted]
I am rejecting this response because:I did contact my HOA, which reached out to Champion Windows for the specks on the windows & like I have said over & over, Champion did not respond to the HOA until I told them to cancel my order!  
Sincerely,
[redacted]

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 consumer indicated he/she DID NOT accept the response from the business.)
1 - Construction was being done on a road which did route the traffic by my home. However, it's not the amount of traffic, the noise is greater with even normal traffic. Road is completed but noise is greater than original windows.
2 - Yes, the past visit I told Champion that I didn't feel like there was any issue with the installation, but the level of sound is not satisfactory based on the comments from the sales associate.
3 - Basement windows - This came up because the install manager plainly asked me - what is it thatn I am looking for and what could Champion do to resolve the situation. Since Champion stated they could do no more to the windows, I asked about a rebate. Champion declined a rebate and so I asked about replacing a garage window to make all the windows in the home the same (The window is on an outside wall in the garage and would not be letting in additional noise). An alternate mention was basement windows (again, it was only mentioned because Champion asked about what they could do to assist in my satisfaction and a rebate was not available). Champion's response was they could replace them but at a cost and with no rebated assistance) Champion explained that there was no further assistance that they could give.
4 - Decible test - Yes, they offered but wanted to know if a test was done prior to the removal of the old windows. This was never discussed or given as a suggestion from the sales representative. The test wouldn't have much of any bearing at this time since there's not a controlled prior reading to compare it to.
I'm not dissatisfied with the install. Yes, they have been out several times to correct issues. My dissatisfaction is with the noise based on the comments from the sales rep "you will be amazed at how much quieter the new windows will make home" The sales rep even came out to the home after the install and verbally agreed that there was more noise than what he expected.
I don't think I got the full benefits represented by the sales associate for the amount of money we spent and asking for a partial refund.

Based upon the complaint and the installation date, there is a $99 service trip  fee that all our customers acknowledge and sign off on during the sales process. The contract clearly states we provide the first two years free in home service, but there is a standard $99 service trip fee after...

two years following the installation.  There is no charge for any parts or labor involved in any repairs needed based upon our written warranty.  The warranty is left with all our customers and also signed off on.  The entire delay in this service call is based upon the customers refusal to pay the $99 service trip charge.  The customer has repeatedly stated she refuses to pay the fee, causing the frustration.  We can not diagnose nor repair based upon conversations or allegations.  Champion stands behind their products and installations and will promptly review and service the customers concerns in a timely manner when the service trip fee is agreed to be paid by the customer. Thank you, [redacted]Division Manager

Initial Business Response /* (1000, 5, 2016/01/06) */
We contacted the customer this morning and advised her of the estimated time of delivery on her product. Our office was closed last week due to flooding
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
I did receive the call from Champion,explaining the ordering,shipping and delivery date,with a promise to call when delivered. I order this replacement window almost 2 months prior to the flooding. I appreciate the call today,but wished someone would of done this earlier.

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.
Sincerely,
[redacted]

Revdex.comFax- [redacted]Re: Complaint# [redacted]To Whom It May Concern:We installed a window for the customer on 1/22/09.  We offer a life time warranty, however after the first two years a service fee applies. The customer called us on 1/4/10 because the glass cracked.  We...

replaced it free of charge on 5/11/10.  The customer called again on 10/26/10 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 2011 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 3/14/16.  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

I spoke with Mrs. [redacted] on 4/1/2016 to review any issues with the install of her two new Champion windows. Mrs. [redacted] spoke highly of our install crew. She was very pleased with his product knowledge and professionalism. After going through the time line of the job, including the addition...

of a glassblock window 1 month after the original contract date, she agreed the time frame from Contract to install was reasonable. Her only remaining issue is with the appearence of her glassblosk window located in the bathroom. She is not satisfied with the two diferent size blocks used to construct the window. I shared with her, that in the process of fitting the window to the opening, standard blocks of diferent sizes are used to custom fit the opening. In manny cases there will be two different size blocks used depending on what was needed to fill the opening. Mrs. [redacted] understood but was not completely satisfied. I said there wasnt anything we could do about the configuration and offered, as a gesture of good will a refund of $100.00 .  She accepted and a check will be put in the mail for next week. Mrs. [redacted] Thanked me for the call and appreciated the responce.

Initial Business Response /* (1000, 10, 2015/07/29) */
We have not received the complaint once again. Regarding Mr. [redacted] I dealt directly with Mr. [redacted] and got his windows in and installed and customer satisfied over a month ago and to my knowledge pleased with our resolution to his...

problem.

[redacted] is on vacation this week.  I am the office manager and have not received any calls or messages from this customer. I 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.

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 [redacted], 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 3 General Managers and 5 siding Mangers in the time we’ve dealt with them, perhaps some information has been lost in translation. Before 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 4 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 30 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 build-up the 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 strips. No 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 50 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, Mr. and Mrs. [redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
Champion always wants to provide the best customer service possible. That 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 year. We have been delayed especially by...

weather and it effects all of our customers. We had the 2nd highest record for rain for St. Louis in June and it put us back significantly in regards to our siding, roofing, and sun room installations. We 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 God. Unfortunately we are trying to get to customers completed in order of contract date. We sent letters out in June to many of our customers letting them know we were delayed and apologized for the inconvenience. I do not know if these customers received that letter and do apologize if they did not. We will get the customers siding completed and immaculate and as according to contract as soon as we possibly can weather permitting. We will also take care of the dead grass which the material may have caused.

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Address: 29 Cassens Ct, Fenton, Missouri, United States, 63026-2542

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