Champion Window Co of St Louis

Initial Business Response /* (1000, 5, 2016/02/12) */
I spoke with Mr. [redacted] on 2/11/2016 for an update on his Patio room build. I explained the weather delays and apologized for the delay in getting his project started. I promised a weekly call to keep him informed of the project status. His...

project is scheduled to start at the end of February barring any further weather delays.

Initial Business Response /* (1000, 5, 2015/12/14) */
Mrs. [redacted] bought an entry door from Champion in 2003 and is having issues with the finish on the mail slot in the door. The door is still under warranty and the mailslot has been ordered. The incorrect slot was ordered initially, and had to...

be reordered. We appologized for the delay and assured her the mail slot woud be replaced. We will contact Mrs. [redacted] when it arrives and schedule the required service.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Champion Window gave me a date the second time and then the day of the scheduled appointment, which was the date that I filed the complaint, they called and said the slot was not available.
Why did they make the appointment if they didn't have the slot. Backward management!

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

The custom built patio door was ordered factory direct April 3, 2017.  The patio door was delivered to our location in Fenton approx. two 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, 2017. We left the [redacted]s a message that the screen is ready to be installed.  We also mailed  the [redacted]s a $100.00 check on June 29, 2017 to compensate them for their trouble.

Initial Business Response /* (1000, 11, 2015/07/17) */
Mr [redacted] showed up to the office at 7am on the 9th of June To find me. He spoke with my install manager and I was told Mr [redacted] was ok and we were going to fix his issues from the year prior. My Install Manager was in communication and we...

were delayed due to a record month of rainfall in June. We had crews out there this entire week. See my Install Managers response.
We have been there all week. He is fine and doesn't want anyone but [redacted] and [redacted] working on his house. Seems to be fine and should be done Tuesday.
Thank you,
[redacted]
Production manager

Initial Business Response /* (1000, 5, 2015/10/06) */
We do regret that the rain and weather in June have pushed our services back. We did send out letters informing our customers of the situation. We have gotten caught back up however, we had to take care of our customers on a first come first...

serve basis. Our contracts states approximate dates and may be haulted by weather. As a company we take full responsibility and hate to lose any customers business as we build some of the best sun rooms and patio covers in the industry. We have honored the customers request and refunded his money. Check has been sent to the customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Tell us why here...I have contacted the local office installation manager who will reach out the the customer today, 1/30/2018 with the tracking number for the replacement products and the estimated time of delivery from the factory to our Fenton, MO location.  The products will be installed...

immediately upon delivery to our location. I was involved in this sale and apologize for the delay.

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

Complaint: [redacted]
I am rejecting this response because: we still do not have the screen for the living room window.
Sincerely,
[redacted]

When was this complaint filed?  The repairs were completed on May 4th.  Mr. [redacted] still has a balance of $113.00 and we have been trying to contact him.

Complaint: [redacted]
I am rejecting this response because:Five different installation managers and several crews have attempted to resolve the issues over 2 years,  Some issues have been resolved and other issues continue to be unresolved or have been made worse.  The siding waves.  This is partly because all of the tear off was not completed per contract.  The most recent manager indicated it can't be resolved.  The exterior window capping was excellent after initial window installation.  This was ripped off by the siding installers and has been redone multiple times.  Some were improved and some were not.  None were the quality of the initial installation or the quality of work promised by the salesman.  The windows and labor have already been paid in full.At this point we exhausted with contacting Champion's local and corporate offices and working with their managers and crews.  The amount of time spent trying to resolve this has caused lost work time and life stress.  Champion also turned our account over to collections even though work completion documents were never signed. At this point the only acceptable resolution is reduction of cost to compensate for the poor installation and craftsmanship and customer grievance.

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]