Champion Window Company of Boston South, L.L.C.

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] I am rejecting the response, as the issue has not yet been resolvedI did receive a quick response from someone from Champion, and an appointment on 4/1/has been set for this job to be doneIf all is completed to my satisfaction on that date, I will update this complaint and acceptDue to the poor customer relations and lack of replies to my calls prior to this complaint, I do not have much confidence in Champion The phone number that I was told that the company used to contact me is one that I have not had in over years My present phone number is on all of my paperwork and receipts form Champion dating to My present phone number is the one I gave to the Champion call center each time I called in the past few months and was told someone would return my callAnd yes, it was the one by which I corresponded with Champion last fall to arrange an appointment at my homeI find it curious that my present phone number was not "on file" and that is why Champion didn't contact me until this complaint was filedI will update in one week Regards, [redacted]

We have an appointment set with this customer for Friday 3/13/We will evaluate his windows and order any necessary items

This customer is correct in saying we are no longer in Avon, MAWe moved from that location and presently are located in Canton, MAThis customer, and any other, can reach our office at (*** *** ext As for Mrs*** windows, they have been in our location for the past weeksWe
have tried to reach out by calling the number she has on file, (*** ***Perhaps she doesnt use this number anymore, but we are more than happy to service our customers, and will remain happy to service customers throughout the New England AreaPlease have Mrs*** reach out to us to get this scheduled

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 # ***Please add your rejection comments belowHello Revdex.com , This person is taking us in circlesI will ask him the same question I asked him before in previous emails ,where in my contract / warranty which he has a copy of and so does the Revdex.com, does it say the service fee is $and it is subject to change as he claimed, To which he so arrogantly replied " I don't need to provide that information to you"Also He himself stated that years ago the corporate office changed the service fee from $to $Well I have some news for you Mr*** it is illegal and unethical to change terms of a signed contract to your likingI paid a $service fee years after the contract was written , and you should know that , or at least have records of it because I requested service several times and you charged me $each time.I will ask you again SHOW me where in my contract it says the service fee is subject to change like you claimed the first time I talked to youOh don't tell me , you don't need to provide that informationIf that statement is not illegal and unethical Mr***I don't know what is
Regards,
*** ***

There is nothing on the contract or warranty that states a $charge, which is what Mr*** is claiming he paidOur contracts and warranties from that time state that after two years, there would be a nominal service chargeAt this point in time, for the New England area, Champion service charge is $His products and labor to install the products is still 100% covered according to the warranty

The ***'s had double hung windows installed in their converted mud roomThe windows that face their driveway had some stress cracks from the initial installationStress cracks can happen either when the windows are in too tight of an opening or when the windows are not perfectly
level or plum. The other two windows have had no problems whatsoever, and our installers do believe that due to the nature of the converted mud room, there is some settling that caused the window frame to be off just a small amountAfter being notified of the stress cracks, I went to meet with the ***'s and their contractor,immediately, who was doing the inside window casingsAfter speaking briefly about the window installation and what the contractor needed to install the inside casing, Champion agreed to send their employee the next day to shim the windows so they would be plum and level. I also took measurements for the two damaged sashes and ordered them the next morningThat next day our employee was there to shim those windows and the contractor of the ***'s said it was done properly and he was able to put the casings on the windows without a problemMoving forward a few weeks, we got the replacement sashes in, and the same day I went to the ***'s to install themUnfortunately, one of the sashes had a small dent in it from the shipping processI did not see it, but Mrs*** did text me a picture of the small dent and I ordered a new sash that same dayI did inform her that it can take up to weeks even if I put a rush on itWe are going today 10/6/to install the replacement sash in place of the other sash with the small dentIt is not how Champion would have planned this project but we have acted swiftly to help the ***'s get their project done

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in...

reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
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]. . 
I will not accept Champion's excuse that they did not have my present phone number. I am enclosing a copy of an invoice from 7/20/05 which includes the phone number that I still have. And even if they did  unsuccessfully try for three weeks to contact me by phone,  why didn't they send me a letter ?  Why did they not return my calls? Why is there no longer a Massachusetts location listed on their website? 
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]. Please add your rejection comments below. Regards,
[redacted]Dear Revdex.com. Please note champion windows [redacted] ( service manager ) refuses to show where in my contract / warranty it says what he told me which is the service fee is subject to change. That is why he wanted me to send him copy of contract so he can show me what he claims that my service fee is subject to change. after repeatedly asking him to show me what he claims, he could NOT show me anything. in his last email he stated arrogantly " I do not need to provide that information. Dear Revdex.com please I aske you again and again , Has Mr. [redacted] prooven his statement? the answer is NO. I have always paid $50 service fee in the past. That is what I should be paying for the remainder of the warranty.

Her services were completed this week

We contacted this customer this morning. The Installation Manager left his cell number for her to contact back. We have been in the process of moving locations and have not had permanent phone lines or data lines since May 1, 2015. Customer now has managers cell number for point of contact.

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. 
The door presented for installation is not the door I thought I was ordering.  Color is wrong.  (See attached brochure with door circled and picture of door sent for installation).  Color should be pecan (a light color), this is more of a walnut color (a much darker color).  I was told there was a design on the door "like a molding" but this door has a shelf on it.  Also, person writing order was not a Sales Manager, his business card has the title Factory Representative on it and he stated he was new to the job.  Door was scheduled for installation well after the contract range of 8-10 weeks.  I did not contract for this door.
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].
I am rejecting the response, as the issue has not yet been resolved. I did receive a quick response from someone from Champion, and an appointment  on  4/1/16 has been set for this job to be done. If all is completed to my satisfaction on that date, I will update this complaint and accept. Due to the poor customer relations and lack of replies to my calls  prior to this complaint, I do not have much confidence in Champion.  The phone number that I was told that the company used to contact me is one that I have not had in over 10 years.  My present  phone number is on all of my paperwork and receipts form Champion dating to 2015. My present phone number is the one I gave to the Champion call center each time I called in the past few months and was told someone would return my call. And yes, it was the one by which I corresponded with Champion last fall  to arrange an appointment at my home. I find it curious that my present phone number was not "on file" and that is why Champion didn't contact me until this complaint was filed. I will update in one week.
Regards,
[redacted]

I have attached both a warranty from when Mr. [redacted] would have purchased Champion products and also our string of emails back and forth. Please know that after the first initial contact with Mr. [redacted], we offered free service to him for this one time due to the misunderstanding that seemed to...

be taking place. Mr [redacted] seemed to not want that and instead asked for written proof that the service charge would be $50 for the rest of his tenure in his home. Our warranty does not state a specific amount but notates a nominal trip charge, which is now set at $150 for the Boston and surrounding areas. Champion feels as if this charge is in line with other service industries in the area, and tried to communicate this with Mr. [redacted], but as you can read in the attachments, Mr. [redacted] tried to use intimidation to get what he so desired.Please let us know if there is anything more we can do.Champion will still not charge Mr. [redacted] for his service call that took place on 9/27.

[redacted] had an appointment set for her service on July 27th, but refused work because she did not want to pay the trip charge that is necessary for our service technician to go to her home. I just called her and spoke with her, but she told me she never put in a complaint.

I have spoken to Mrs. [redacted] several times concerning this matter. She was showed a door and a color, she signed the contract for the door. THe door was ordered and we went to install the door on the agreed upon date. At this time the customer stated it was not the color she selected. I informed the customer it was the same color on the contract as well as the door sample. This door was sold by the Sales Manager with many years of selling experience. Our original offer was to keep the deposit  and the doo. For customer satisfaction I offered to apply $500 dollars, or half, of her deposit towards a new door. I explained that at this point we have sold, measured, ordered and attempted install per her contract. All of this comes at a far more substantial cost then the initial deposit. Customer has rejected this offer several times. No other offers will be made and the existing offer is still in place should she decide to move forward with a new door.

We have contacted the customer and tenant. There is a service set for this week to correct all of the customers concerns.

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. 
I do...

not understand the response submitted by the business.  The response states 'Her services were completed this week'.  This statement is false.  I have had no services performed by Champion Window, have not received a refund check of my $1000.00 deposit and have received no communication from Champion.  This issue is NOT resolved.
Regards,[redacted]
 %3

It is unfortunate that we did not have an updated profile for this particular customer. When she initially called in for service, we were not notified of a change of number for her contact. This led to us ordering the windows, receiving them from our MFG plant, and then us storing them while we were waiting on a response to many unanswered calls. We have since change the number once our calls were returned after the first "complaint". She is scheduled for 4/1/16 from 8-10am.

It was not done by this location , it was in ** but they have closed and I was referred by the Main Office to contact this location. I should go to the Home office.