Champion Window Company of Milwaukee

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 On Thu, Sep 25, at 8:PM, [redacted] < [redacted] > wrote:Date: September 25,2014Dear Sir, Sept23,between a.mand a.mI called Champion's National Customer Service Representative [redacted] at Champion's National Headquarters in Ohio stating my frustrations, once again, about the leaking patio roof, unacceptable gutter guard, and [redacted] ***'s lack of response to the message left for him on September 10, at 7:a.m [redacted] said he would reach out to [redacted] *** During the above conversation with [redacted] , [redacted] informed me that [redacted] thought that everything was fine, when he left my residence on Sept13, I informed [redacted] , that [redacted] was at my residence on Sept4, 2014, and when he left here, the cosmetic repairs were still not complete until Sept6, ***, obviously does not keep accurate records, because his dates are all incorrect [redacted] finally called me at 6:p.mon Tuesday, Sept.23,2014, and he informed me that a water test was going to be scheduled for Tuesday, Sept30, between 10:and 11:a.m My response to him was that a water test may not prove anything, because several days pass after a rainstorm, some days it leaks, others it doesn'tDuring this conversation, [redacted] stated that he did not receive any information from the Revdex.com until, Sept 17, Which you and I know is incorrect My first correspondence to the Revdex.com was on August 30, and the Revdex.com informed me that Champion was notified, Sept2, The Sept17, 2014, correspondence was my response to the the Revdex.com asking if I had received any contact or satisfaction, from Champion I responded to the Revdex.com with an email, which your are familiar with, and [redacted] finally responded, I believe because I contacted [redacted] once again regarding the poor customer service that [redacted] and Champion have provided The last rainfall that we had was on Friday, Sept19, I have experienced drips every day since and it is now Thursday, Sept25, I believe that the foam roof material is saturated, and that is why it continues to drip, days and days after any rain I am also concerned that there could be mold due to the water saturated foam The gutter guard that was installed, does not accept the water, as my gutter guard on the rest of the house does This is not acceptable The water pours over the gutter guard that was installed by Champion, to the point that after the rain has stopped, I can clearly see the residue, (dirt) on the outer gutter surface I do not see this residue, on the rest of my entire house gutters After Champion performs their water test, it is my belief that this problem will continue, and their solution of "more caulking" is not going to solve the problem Our request, due to the fact of a late start, per our contract And unbelievable poor customer service, and response to numerous attempts to contact [redacted] with no return response, and the fact that the product is inferior, and still leaks, we are requesting that our entire deposit be refunded, and that Champion pays for a contractor chosen by us to repair their inferior installation.Sincerely,*** and [redacted]

We have ordered a new door frame from our factory to replace the originally installed frame and will also be installing a splash guard on the gutter to direct the water flow from the roof valley into the gutterThis service work is scheduled to be completed in December pending the delivery of the new door frame from our factoryChampion will stand behind our warranty and complete the work for any issue that [redacted] has in regards to the construction of her new Champion Sun RoomWe at Champion owe [redacted] an apology for any inconvenience that this has caused and encourage her to contact us with any other concerns as we work to resolve these issues Thank you

On September 23rd [redacted] with Champion spoke with [redacted] over the phone to schedule a service call to do a water test on the patio cover to identify where the leak is coming fromThis service is scheduled for Tuesday, Sept 30th to address the leak and some additional areas of concern

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

Champion completed this service and replaced this piece of glass the first week of DecemberUpon this service, it was discovered that an additional piece of glass also had seal failure and was ordered December 4thThis glass is special order and we anticipate to receive the additional glass by the
first week in January at which time we will schedule an additional service.Our apologies to Mr *** for the delays and we encourage him to contact our office with any other concerns while we work to complete this service on his Sun RoomThank You

In regards to complaint ID *** *** ***located at *** * *** *** *** ** *** On April 8th two representatives from Champion Windows of Milwaukee visited the home.Upon inspection of interior water damage and exterior siding, it was determined that
the siding was installed properly by Champion and that the cause of the water damage was due to gutters and downspouts that had been clogged with debris, causing water to backup into the home It was also determined that failing caulk further up the roof was causing water to leak Champion did not install the roof or gutters and cannot be responsible for interior damage This information was shared with and explained to the homeowner (*** ***) who agreed with the representatives findings. Champion Windows of Milwaukee will now consider this matter to be closed.Please contact us with any further questions regarding this matter

Champion is having a representative come out to assess the scope of the remediation tomorrowOn the phone it sounded like they just want to replace the trim, but that is one of our smaller concerns on that list of incomplete workI will keep you updated as we learn more.*** ***

There was a service call that was done on that patio cover to where the roof does not leakThere is condensation that drips from the corner and they feel it is a roof leakThey have shown them pictures where the condensation is formingTom had approved and agreed to a gutter guard to be installed the way it is installed*** and *** indicated that was not the way they wanted it doneWhen the work is being completed and the consumer on the contract says it is fine, because of the differences in opinionsSoffit was taken apart (white vinyl) and reassembled with a white aluminum soffit which she stated was beautifully doneThe job took longer to complete as unforeseen caused it to take longerTheir was no breach of contract, the job is finished completelyCompany is having corporate coming out to inspect the roof sectionThere have been several service calls been made and that is why they are having corporate reviewThe gutter guard they advised does not accept water, this was addressed last time the company was out there, however, they are still requesting a new gutter guard

Business states they have finished the work and issue is resolved.

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.
On Thu, Sep 25, 2014 at 8:10 PM, [redacted] <[redacted]> wrote:Date: September 25,2014Dear Sir,     Sept. 23,2014 between 10 a.m. and 11 a.m. I called Champion's National Customer Service Representative [redacted] at Champion's National Headquarters in Ohio  stating my frustrations, once again, about  the leaking patio roof, unacceptable gutter guard, and [redacted]'s lack of response to the message left for him on  September 10, 2014 at 7:30 a.m.  [redacted] said he would reach out to [redacted].      During the above conversation with [redacted], [redacted] informed me that [redacted] thought that everything was fine, when he left my residence on Sept. 13, 2014.  I informed [redacted], that [redacted] was at my residence on Sept. 4, 2014, and when he left here, the cosmetic repairs were still not complete until Sept. 6, 2014. [redacted], obviously does not keep accurate records, because his dates are all incorrect. [redacted] finally called me  at 6:40 p.m. on Tuesday, Sept.23,2014, and he informed me that a water test was going to be scheduled for Tuesday, Sept. 30, 2014 between 10:00 and 11:00 a.m.  My response to him was that a water test may not prove anything, because several days pass after a rainstorm, some days it leaks, others it doesn't. During this conversation, [redacted] stated that he did not receive any information from the Revdex.com until, Sept 17, 2014.  Which you and I know is incorrect.  My first correspondence to the Revdex.com was on August 30, 2014 and the Revdex.com informed me that Champion was notified, Sept. 2, 2014.  The Sept. 17, 2014, correspondence was my response to the the Revdex.com asking if I had received any contact or satisfaction, from Champion.  I responded to the Revdex.com with an email, which your are familiar with, and [redacted] finally responded, I believe because I contacted [redacted] once again regarding the poor customer service that [redacted] and Champion have provided.      The last rainfall that we had was on Friday, Sept. 19, 2014.  I have experienced drips every day since and it is now Thursday, Sept. 25, 2014.  I believe that the foam roof material is saturated, and that is why it continues to drip, days and days after any rain.  I am also concerned that there could be mold due to the water saturated foam.     The gutter guard that was installed, does not accept the water, as my gutter guard on the rest of the house does.  This is not acceptable.  The water pours over the gutter guard that was installed by Champion, to the point that after the rain has stopped, I can clearly see the residue, (dirt) on the outer gutter surface.  I do not see this residue, on the rest of my entire house gutters.      After Champion performs their water test, it is my belief that this problem will continue, and their solution of "more caulking" is not going to solve the problem.       Our request, due to the fact of a late start, per our contract.  And unbelievable poor customer service, and response to numerous attempts to contact [redacted] with no return response, and the fact that the product is inferior, and still leaks, we are requesting that our entire deposit be refunded, and that Champion pays for a contractor chosen by us to repair their inferior installation.Sincerely,[redacted] and [redacted]

On September 23rd [redacted] with Champion spoke with [redacted] over the phone to schedule a service call to do a water test on the patio cover to identify where the leak is coming from. This service is scheduled for Tuesday, Sept 30th to address the leak and some additional areas of concern.

We have ordered a new door frame from our factory to replace the originally installed frame and will also be installing a splash guard on the gutter to direct the water flow from the roof valley into the gutter. This service work is scheduled to be completed in December pending the delivery of the...

new door frame from our factory. Champion will stand behind our warranty and complete the work for any issue that [redacted] has in regards to the construction of her new Champion Sun Room. We at Champion owe [redacted] an apology for any inconvenience that this has caused and encourage her to contact us with any other concerns as we work to resolve these issues.  Thank you.

I accept the business's response to resolve the issues in the month of December, 2014.  Both items mentioned in the response have been in discussion for a number of months.Thank you,[redacted]

Review: We had a patio roof installed which was not constructed properly. The roof leaks and there is shoddy soffit finish work. Champion was told of the unacceptable work on the 3rd day at our home, and did nothing to rectify. During the period of Aug 1-Aug 18th, the company was aware of the product and service issues and still did not address them. We had placed numerous calls, with no response. There is no sense of urgency on the part of Champion and their leadership team to resolve the issues.

They also sent out marketing postcards to our neighbors, with our family name and address stating we "upgraded" our home. We did not authorize our person to be used in advertising,a nd considering the job was not done correctly and is still not done, they should not have sent those out. They started one week later than promised in the contract. This job was to take 2 days and we are now on week 6 of incomplete and unacceptable workmanship on the part of their company. Also, we have experienced unacceptable response time from their [redacted].Desired Settlement: We would like them to finish the job, make all repairs and refund our deposit for breach of contract. In addition, we do not want to pay them any more money.

Business

Response:

On September 23rd [redacted] with Champion spoke with [redacted] over the phone to schedule a service call to do a water test on the patio cover to identify where the leak is coming from. This service is scheduled for Tuesday, Sept 30th to address the leak and some additional areas of concern.

Consumer

Response:

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.

On Thu, Sep 25, 2014 at 8:10 PM, [redacted] <[redacted]> wrote:Date: September 25,2014

Review: 5/17/14 reported window seal failure in patio room and requested repair under warranty.

5/22/14 called requesting status.

5/23/14 [redacted] advised an appointment would be set up to measure the window.

6/16/14 left a message with [redacted] as no appointment had been established.

6/26/14 Kim advised she would advise [redacted] to contact me.

6/27/14 [redacted] Edwards called and advised he would come out to measure the window.

6/30/14 Spoke with [redacted], he advised he would come out to measure the window this week.

7/8/14 Left a voice message requesting verification that the window would be measured.

7/17/14 Window was finally measured.

9/4/14 Called for status report: Ann will leave word with [redacted] requesting status.

9/8/14 Called [redacted], he advised a new window should be in this week and installed by month end.

10/15/14 Spoke with [redacted] the regional manager: He advised he would contact [redacted] about repair and that [redacted] should contact me.

11/11/14 Spoke with [redacted], he advised that the new window would be installed the week of 11/17/14.

11/30/14 Since I am getting the runaround from Champion I have submitted a complaint to Revdex.com and hope for resolution.Desired Settlement: Replace the defective window as requested on 5/17/14

Business

Response:

Champion completed this service and replaced this piece of glass the first week of December. Upon this service, it was discovered that an additional piece of glass also had seal failure and was ordered December 4th. This glass is special order and we anticipate to receive the additional glass by the first week in January at which time we will schedule an additional service.Our apologies to Mr [redacted] for the delays and we encourage him to contact our office with any other concerns while we work to complete this service on his Sun Room. Thank You

Review: I signed a contract with Champion on 7/17/2013 to tear off an old exterior porch and install a new three season room over existing slab. Work began in November of 2013, and in February of 2014, I was told work was completed and made final payment. Two months later In spring when snow melted, several issues concerning missing shingles and a problem with gutters and valleys were apparent. A manager came and went up on the roof to evaluate our concerns. I also sent pictures of the issues to Champion. The missing roof shingles were installed. Gutters and valleys were adjusted, but the waterfall over the back door still remains. We have taken videos of the waterfalls. Rain and freezing weather causes a treacherous mound of ice on the steps to the back door.

The exterior hinges on the east door were rusted. I was told the wrong door frame was installed and the correct frame will be ordered and installed. Had several conversations about this since spring of this year and was told a new exterior frame was ordered in August, 2014. talked to Champion manager on 8.27.2014 who was going to check on the status of the replacement door frame. Left a second phone message on 8.29.2014 to the cellphone of the gentleman handling the repairs for Champion. On another call to Champion on 10.20.2014, I was told the door frame was ordered. I was also told that the waterfall issue over the back door will be addressed.

I am very disappointed with the lack of customer service from Champion on this $30,000 three season room installation. I am a repeat customer and receiver excellent workmanship and service at a previous home where Champion also installed a sunroom for us. I have been overly patient on this issue, but repairs have been promised since spring of 2014, and here comes another winter.Desired Settlement: Replace the rusted hinges/door frame. Address the gutter/valley issues to eliminate the waterfall over the back door and the ice mound on the steps.

Business

Response:

We have ordered a new door frame from our factory to replace the originally installed frame and will also be installing a splash guard on the gutter to direct the water flow from the roof valley into the gutter. This service work is scheduled to be completed in December pending the delivery of the new door frame from our factory. Champion will stand behind our warranty and complete the work for any issue that [redacted] has in regards to the construction of her new Champion Sun Room. We at Champion owe [redacted] an apology for any inconvenience that this has caused and encourage her to contact us with any other concerns as we work to resolve these issues. Thank you.

Consumer

Response:

I accept the business's response to resolve the issues in the month of December, 2014. Both items mentioned in the response have been in discussion for a number of months.Thank you,

Review: I purchase 3 windows totaling almost $4000 and had them installed. The windows look great, the installer did a great job. However, he damaged my back screen door and now it will not close. The way it was damaged can not be repaired, the door will now have to be replaced. This door is only a year old. We called the installation manager and he sent the installer out to take a look. He became very defensive and told my husband he didn't do it, swore at him and then stormed off. I understand he doesn't want to get in trouble with his employer however people do make mistakes and with that mistake my property was damaged. After he left I called the installation manager back he has not returned my calls.

I feel it is only right that they replace my door since they are the ones that damaged it. I don't want to get the installer in trouble but this a huge cost that would have to come out of my pocket now. Its only right that Champion takes responsibility for their employees and do what is right, which is rectify the situation.Desired Settlement: I would like Champion to replace the door that was broken and is beyond repair.

Business

Response:

[redacted], went to the customers home on 5/5/14 and met with [redacted]. They both assessed the door and came to the mutual agreement that the markings on the storm door was due to corrosion. Champion has not denied that our installer may have bent the metal end cap on side of this door and Champion agrees to replace that piece on the storm door. Champion also will be replacing the screen on this door at no charge to repair an existing tear in the screen material as a gesture of good will.

Review: Sunroon built in 2011 has had multiple, multiple leaks since built. Contractor came numerous times to fix problem, but it still leaks badly by one window in heavy rain. We believe inferior product/workmanship when built. Business has not come to look at problem explained to them a few weeks ago.Desired Settlement: Correctly repair job so will not leak again.

Business

Response:

On July 29th 2014, Champion Windows & Enclosures met with [redacted] again to re-address the complaint in regards to a leak in the patio room. A water test was conducted by our Patio Room Installation Manager with the homeowner present. more than 150 gallons of water was sprayed on the patio room roof from many different directions to try to make the roof leak. The roof did not leak. We informed the homeowner that if the leak was caused by an installation issue, we would take care of this issue and that we will honor any installation issue within his warranty.

The determination and probable area of the leak was through a ridge vent on his existing roof that was not installed by Champion. The storm that blew through the area at the time of the reported leak was accompanied by high winds and blowing rain. It was determined that the water may have entered in through the ridge vent on the existing roof, under the shingles and underlayment, migrating under the flashing at the roof line where the patio room roof meets the existing house roof.

Review: We were willing to give Champion a second chance and it was a definite mistake the second time more so than the first!

This is the company to hire if:

If you want to constantly call your contractor to get anything done, this is the company to contract with!

If you want to wait for days or not at all to get a return phone call, this is the company to contract with!

If you order a product and don’t get what you ordered, this is the company to contract with!

If you order a product and it does not work, this is the company to contract with!

If you have a window installed and they installer does not even check to make sure the window opens, this is the company to contract with!

If you don’t ever want to be away from home for a few days within the next year because you have to be at the company’s beckon call, this is the company to contract with!

If you are working with the company for their benefit to correct their errors and they file a notice of intention to file claim for lien to harass and pressure you into paying for their mistake as an unethical collection practice, this is the company to contract with!

If you want to hear they don’t have any answers as to where your windows/doors are for several months, this is the company to contract with!

If you want to write a very long, extensive, complicated complaint like this one, than this is the company to contract with! The length of this written complaint emphasis’s how this company prolongs taking care of a problem (which is still not settled a year later 5-31-14)!

Our first experience: On 8-29-12 we signed a contract to replace 9 windows on our home for a total cost of $7,870.00. We paid $2,500.00 as a deposit. On Thursday 10-25-12 a Champion installer arrived to install all of the windows. At 4:30 he advised he had a Dr. Apt. and would return on Saturday 10-27-12 to finish the outside work and inside adjustments. On 10-27-12 we waited all morning for someone from Champion to show up, however no one did so we called Champion and spoke with [redacted] who advised the installer was in the hospital and would call me on Monday 10-29-12 to advise further. On 10-29-12 no one called so I called and spoke with [redacted] who advised she would have [redacted] return my call as he was on another phone. I did receive a call back from [redacted] who stated the installer would be here on 10-31-12 to finish the windows. On 10-31-12 the installer did arrive to finish the work and collect the balance due of $5,370.00 and sign off of the completion certificate of which we indicated the following still needs to be completed; waiver of lien to all rights and claims needs to be signed & received of which we had to originally sign along with the initial contract, all screens need to be serviced as they are not acceptable; screens fit loose, had holes in the material, some areas where not even attached to the frame. On 11-5-12 Champion called & scheduled service for the screens on 11-9-12 and the service man re-screened all screens. On 11-10-12 we received the waiver of lien via U.S.P.S., and since the windows were installed late in the season we did not attempt to open them throughout the winter, so when spring arrived on 6-18-13 we tried to open our windows and 2 out of the 9 did not open so we called Champion & they had a service man come out the next day. The service man arrived on time and investigated the problem. He advised that he would have to put in a work order to have the outside panel removed and replaced as it is slanted due to not being installed correctly, which is preventing the right side of the window from opening. He stated someone would call to schedule the work. He also removed the middle bracket from the left side stating it was hanging up when closing the window. A week later on 6-26-13 we called Champion as no one had called to schedule the repairs. The scheduler stated the service man was under the impression that it could be fixed when the other windows and doors we ordered on 5-31-13 are installed. We stated we are not going to wait all summer without opening those 2 windows and requested someone to make the repairs (other than the person who originally installed the windows as obviously they did not even check to make sure the widows actually work properly and that the windows actually opened)! We were told that only the original installer can come to fix his errors but that we could request someone else to install the new order placed on 5-31-13. We did finally get this issue resolved without having to wait all summer.

Our second experience: On May 31, 2013 we signed a contract to replace 7 windows and 2 doors on our home for a total cost of $14,089.00 and paid $4,650.00 as a deposit. On 7-25-13, the windows and 1 door were installed, however the installers did not protect the carpet or hardwood floors by covering it with anything and when they left for the day they stated they would return tomorrow to finish the installation. I then noticed; metal shavings inside and outside the door, several carpet stains in two different rooms in f[redacted]t of the windows they replaced, gaps at the bottom on both sides of the screen door which was part of the main door they installed and that the door itself is not flush with the side window panels that were installed as part of the door. We were going to bring this to the attention of the installers when they returned the next day, however, the next morning 7-26-14 the install [redacted] from Champion called to advise us that the patio door had not come in yet but that the installers are on their way to finish what they had started yesterday. We then advised him of metal shavings, carpet stains, gaps in the screen door and main door not being flush with both sides. He asked if the installers put plastic down on the hardwood floors and we said no, they did not put anything down, not like the installer did last year using cloth covers. The install [redacted] advised us that he would call the installers before they get here and speak to them. A short time later the installers arrived and we asked if they wanted to see the carpet stains we were referring to and they said no, they saw them yesterday and had hoped they had been there. We indicated there were no carpet stains in either of the rooms they installed windows in yesterday until they installed the windows. The installer then stated we should hire a carpet cleaning company. On 8-5-13 we called Champion and left a message to have the install [redacted] call us back. On 8-6-13 we called Champion again, and this time we were able to speak with the install [redacted] of which we advised him that; We were able to get all but one small piece of metal out of the hardwood floor and that we would strip and re-stain the hardwood floor area in f[redacted]t of the door ourselves at no charge to them but that we wanted something in writing that the carpet cleaning will be paid for or they can make the arrangements to send a company out to clean it and that the stripping on one of the windows is loose and has a gap on both sides, that 4 of the screens are scraped at the top and two of the screens are loose. The install [redacted] advised us that all areas mentioned can be fixed and there was no problem to putting something in writing to have the carpet cleaned or it could be deducted from the final bill and asked if we could hold off on the carpet cleaning until the job is complete and we agreed. On 8-26-13 we called the install [redacted] to find out just where is our patio door as it has been three months since we gave them the deposit for the door and a month since we have heard anything from them after installing the first door and windows. He stated that he had a truck come in on Saturday but that our door was not on it but that he will try to have an answer for us within 24 hours. We also discussed the carpet cleaning again as it has been a month now. He stated he still wants us to hire someone and they will reimburse us, so we reminded him that we wanted something in writing stating they are paying for the carpet cleaning before we hire someone. He then stated he will get back to us in a couple of days on the carpet cleaning as he would check into cleaning companies. We advised to just send someone out to clean the carpets as we’ve waited long enough and he agreed. On 9-3-13 we again called the install [redacted] to find out what the hold-up is on our patio door. We were told that they had never done a door with 3 lights only 2 lights and that no one is giving him any answers as to why it’s taking so long. He never mentioned the carpet cleaning so we did and he stated his main concern is the window and we stated we would like both completed but if the door is not in then let’s get going on the cleaning of the carpet. He said it’s hard to find someone out in this area. We said just let us know what company will be calling to schedule the cleaning. We then asked why he did not call back within 24 hours as he stated he would during our last conversation and he answered saying, because he did not have any news/answers for us and he still does not. On 9-6-13 we called the sales rep. asking for help and advising him of all the problems we have incurred since signing the contract with him on 5-31-13. We explained we have experienced some difficulties right from the start and they are not getting better, in fact are being drawn out which is not only trying our patience but our confidence in Champion. We asked, since when did contracting Champion to install windows and doors become more work for us? We stated that at the very least we expect better communication, that we should not be having to constantly trying to find out what is going on with our order. We discussed our disappointment that the installers did not bring the carpet stains to our attention but laid back hoping we would not say anything. The sales rep. apologized, said he will find out when the patio door will come in and give us an answer, that the district/store [redacted] was new in July due to previous problems and that he was hired to resolve ongoing issues and put out fires and he should hear everything we just discussed and we should call him directly so he gave me his name and phone number. We then called the district/store [redacted] as instructed to do, however we were told he was in a meeting and left a message for him to return our call of which he did that same day and after explaining to him the difficulties we have had thus far, he apologized and also explained that is why there was a change in management and indicated he would send us a dinner certificate for our troubles and send [redacted] to our house to go over everything that needs to be taken care of and then he would call me back on Tuesday 9-10-13 @3:00 to advise further on the installation of the patio door and carpet cleaning. Later that day the sales rep. called us back to confirm that we spoke with [redacted] the store [redacted] and that we were getting things taken care of. We advised we had been able to contact him and that [redacted] just called and are coming out to do the carpets on Monday 9-9-13. 9-9-13 [redacted] cleaned our carpets and we received (2) $25.00 gift cards to Outback restaurant in the mail. 9-10-13, we waited until 3:30 and NO CALL as [redacted] indicated on 9-6-13. 9-11-13 [redacted] finally called and stated that the patio door should be on the truck next week and [redacted] will then be calling to schedule the installation. We then advised [redacted] that we received the dinner certificates and the carpet was cleaned on Monday. We then asked when [redacted] will be coming out to look at the other problems and [redacted] indicated that [redacted] will be coming out when the patio door is installed and he can then look at the dining room window and that all new screens have been ordered. 9-23-13 we waited a week and NO CALL, so we called [redacted] and asked if the patio door came in and he indicated that it had arrived on 9-21-13 and that he would personally inspect it himself and [redacted] will be calling to schedule installation. After several calls on our part to find out what the delay was on the 2nd door they finally installed it on 9-27-13 (2 months after the initial installation and 4 months after signing the contract), however the door opening is only 28 inches when we had a 42 inch opening. We were told they would contact the factory and see if anything could be done. [redacted] did come to the house also and talked to the installers outside but never came in the house to speak with us. The installers shimmed the dining room window to alleviate the ripples in the inside stripping, and the f[redacted]t screen door was adjusted a bit more to alleviate some of the gap at the bottom. We returned all screens for the upstairs windows and the installers left the paperwork for final payment as we refused to sign at this time. While waiting to hear back on the 2nd door, we advised that the 1st door does not seal properly, that the window screens are all loose and that one is missing all together and the latch on one of the windows does not work properly. On 10-21-13 Champion/[redacted] called advising the screens are in and scheduled delivery for Friday. We spoke with [redacted] and advised again that the patio door is 28 inches instead of 42 inches and questioned the seals on the dining room windows/left latch and front door needs to fit better at the bottom as it is not flush. On 10-24-13 [redacted] from Champion called to cancel the appointment for Friday to deliver the screens because they did not all come in. 11-6-13 we called [redacted] the sales rep to express out disappointment with the patio door and tried to figure out how we ended up with a patio door does not work for us as we had the understanding that the patio door would be exactly the same as what we had except it would be a sliding door. We told [redacted] that we were going to speak to [redacted] when he came out with the screens but we’ve not heard from him since [redacted] said he would come out and talk to us. We asked what was the purpose for Champion to send someone out to measure the patio door before ordering it, if they make it whatever size they want anyway and if anything can be done to make the opening wider? [redacted]/sales rep advised he will check into it further and get back to us in a couple of days. We were very clear that this was a lot of money for a door that does not work for us and it is NOT WHAT WE ORDERED. 12-3-13 We left a voice mail for [redacted]/sales rep stating it’s been almost a month since we spoke and at that time you indicated you would get back to us in a couple of days and that I would appreciate a call back. Later that day [redacted] did return our call, indicating he thought he had called us back and apologized. We agreed to move on and not rehash the past as to who’s fault it is (ours or theirs) and discuss other options available as this door is does not work for us. [redacted] again stated he would talk with someone and get back to us. I asked if he spoke with anyone after our last call and he advised he spoke with [redacted] briefly. Again later that day [redacted] called advising he followed up with his [redacted] and rehashed miscommunication on measuring the door and this is a tricky situation! He checked and they cannot put different sized panels on the door because of the tracks and that [redacted] will call me to discuss what it will cost to have a new wider 3 panel door installed. [redacted] never called with that information! On 12/9/13 we called Champion and spoke with [redacted] and we scheduled 12-12-13 at 3:00 to have the screens delivered and f[redacted]t door to be fixed so it fits flush and the dining window left latch to close properly. On 12/12/13 [redacted] from Champion delivered the re-screened screens but one was still missing. He then checked the top latch on the dining room window and discovered it was faulty but did not have a replacement latch for it and did not know how long it would take to order a new one so we agreed to install a latch on the top that is the same as the one on the bottom as an alternative solution. Then he measured and checked the front door to make sure it was level and we were told that they would have to order a new slab for the door as it was not made right at the factory as he measured the wall and side windows and they are true which means the door slap is not true/straight and he will re order the door. [redacted] then asked us to sign off on the paper work for payment and we stated that we are not comfortable signing off the paperwork until all work is completed including the patio door. [redacted] indicated that he was aware that [redacted] has been working on options for the patio door, but that he was asked to get our signature on the paperwork while he was here today. We advised [redacted] to quote us and have [redacted] call us as we were told he would call and talk to us but has NOT yet as [redacted] indicated back on 12/3/13. At 3:45 [redacted] finally called and we discussed his position on our not signing off of the paperwork explaining we did not indicate ordering a handicap door. We expressed our position that we were told someone would be coming out to measure the door. We not figure that we had to tell someone how to do their job by measuring the door not just the opening for the entire area. Again we ordered a door exactly what we had except the door would slide instead of opening inward and the fact is that the door they installed does not work for us. [redacted] said he would check further as to what options we may have and call us back tomorrow. [redacted] did not call back the next day which was a Friday so on Monday 12-16-13 we called to talk to [redacted] but was only able to leave a message with [redacted] for him to call us back as she stated he was on the phone. [redacted] did not return our call that day but he did finally call the next day which was 12-17-13 and apologized for not returning our call yesterday or Friday as he had indicated he would on Thursday 12-12-13. We advised him that is seems that anything that can go wrong with this order will go wrong and that one bedroom screen was still missing and the dining room screen needs to be re-screened as it is not taught at all. [redacted] stated that we should have ordered a handicap door and we again stated that we ordered a replacement door exactly like we had except that the door would slide instead of swing inward/the handle would be different and it would be timber bond, (not real wood like we had), so if that’s what you call a handicap door or not, this door does not work for us and is not what we ordered. We did not hear anything from Champion until 1-16-14 when [redacted] left a voice mail on our phone and on 1-17-14 & 1-20-14 a voice mail from [redacted]. We were out of town at the time and returned a call as soon as possible on 1-23-14 to [redacted] and 1-24-14 & 1-25-14 to [redacted] and [redacted], all calls went unanswered but we did leave return voice mails during each call. On 1-28-14 we called and spoke with [redacted] and [redacted] advised that [redacted] the installation [redacted] would be contacting us after we returned from out of town to schedule a time to come out. [redacted]) again pressured us for full payment of the entire balance of the order even though he was fully aware of the issues that still needed to be resolved. We again stated that we are not comfortable paying the entire amount until the patio door is completed. [redacted] also denied any screens still missing. On 2-15-14 we left a voice mail for [redacted] indicating that we last spoke on 1-28-14 and we have returned home and are looking to connect with [redacted] to schedule a time for the patio door, dining & bedroom window screens to be re-screened. Later that day the mail arrived and we received a certified letter signed by [redacted] of “Intention to file lien”. On 2-16-14 We sent our response by certified mail to [redacted] stating: “This is to notify you in writing of our previous conversation(s), regarding the patio door that was installed but is not comparable to the patio door that was replaced, the slab on the front door has not been replaced, one bedroom screen is missing and the dining room window screen still needs to be re-screened. Payment will be made in full when these concerns have been fully satisfied according to the contract. I thought we had been working to resolve these issues in good faith however your notice of intention to file a claim for lien has presented further concerns with Champion Windows.” Also that same day [redacted] from Champion called asking when he and [redacted] can come out to look at the patio door and discuss other missing items and collect money. We agreed they could come tomorrow or Wednesday. He chose Wednesday 2-19-14. On 2-19-14 [redacted] & [redacted] came to the house and re-screened the dining room window and delivered the missing screen. They replaced the front door slab and put in new weather stripping on the screen door after adjusting it to fit properly so day light and air does not come through both sides at the bottom. We discussed in length the options they offered for the patio door: 1. Lose 5 inches on each side of the window and we redo the drywall or 2. Replace the whole door-returning it to a door that opens inward of which we would have to pay for entirely. No option was given for them to correct their error and replace the patio door with the patio door that we actually ordered! Both options they offered would cost US more money and did not meet the requirements of the door we ordered, so until we can come to a more reasonable agreement, we suggested replacing the door handle to one that is not curved but straight up and down to see if that would give us a few more inches, extend the track and take out the stop at the bottom to allow the door to slide further open. They will check with the door handle manufacturer to see if they can match up a new door handle and get back to us. We made another good faith payment of $6,939.00 which is $2,500.00 less than the total amount due of $9,439.00 in hopes to resolve the final issue as soon as possible since it has been almost a year since the original contract was signed and now we have less than 30 days until the Champion plans to file a claim for lien even though Champion has not fulfilled their end of the contract. We also requested again to have [redacted] come to the house and meet with us in person to resolve the final issue with the patio door. [redacted] said he would pass that message onto [redacted] but stated [redacted] would be in Cincinnati thru Friday on business. On 3/8/14 we called Champion and left yet another message for [redacted] the [redacted] to call us back as it’s been over 2 weeks since we have heard anything from them. We then called [redacted] the sales rep and left him a message to call us back also. [redacted] did return our call within the hour and advised it’s been almost 3 weeks since they were here and no one has contacted us since. [redacted] asked if [redacted] had called us and “no” no one has….[redacted] said he would call [redacted] (installation [redacted]) and call us right back. [redacted] did call us back indicating he could not reach [redacted] so he called [redacted] and they are still working on making a handle to clear the door. [redacted] will talk to [redacted] on Monday and call us back. We advised that on the 19th of February when they put the new front door slab on and adjusted the screen door, now the screen door sticks, and you have to fight to get it open. Also the 15th of March is the deadline that [redacted] initiated by sending us his intention to file a lien on the house and that even though [redacted] stated he spoke with [redacted] and all is good with that, we cannot take his word for it as we have not heard directly from [redacted] since January. [redacted] said he would call [redacted] and call us right back. We waited all day – No return call. In fact no call until 3-25-14 when [redacted] called to schedule a date/time to install the new door handle on the patio door. We agreed on 4-2-14 for them to come to the house and we asked to speak with [redacted] and she transferred us to him. We asked if whoever was coming on 4-2-14 could fix the f[redacted]t screen door as it sticks now that the new front slab was replaced on the front door and that the color does not match the two side window panels. He said he would add that to the schedule and explained that the letter of lien is just a formality letter that the company sends out automatically and should not have been anything to worry about since we had been communicating with each other. We said he should have included that on a note along with his signature then as it was inappropriate knowing the circumstances. He then stated that he wanted to come out with the guys on 2-19-14 but he was out of state. We asked him to come out on 4-2-14 and he said he would add it to his calendar but was not sure if it would work or not and we offered to reschedule the 4-2-14 appointment for another date/time that would enable him to come along. He said he would see…End of discussion! 4-2-14 [redacted] arrived at the house to install the new door handle and adjust the front screen door. When he arrived we asked if [redacted] was with him and he indicated he was on his way. When [redacted] finished his work he called into the office to find out where [redacted] was as he had not showed up or called. [redacted] was advised over the phone that [redacted] would not be coming out to meet with us but to deduct $250.00 off the balance due. I wrote a check in for $2,250.00 signing it in writing “under duress and threat of property lien”. On 5-5-14 we called Champion and asked to speak with [redacted] advised he is not available but took our phone # to have him call us back. We waited 2 day’s – No Call Back again. On 5-7-14 we called Champion and asked to speak with [redacted] again and [redacted] advised he was in a meeting and will call us back. No Call Back again…….On 5-8-14 we called Champion again and this time were able to speak with [redacted]. We advised that we are still not satisfied with the patio door and questioned why we had not received the lien waiver yet and he indicated he did not know what a lien waiver was. We explained we received one the first time we contracted with Champion for windows only in 2012 and it’s been over a month now and we have not received one. He advised he will have [redacted] put one together and we did receive it in the mail on 5-9-14, however we have not heard anything back from them on resolving the issue with the patio door and it’s been almost a month since our last communication with no movement to resolve this issue on their part and it's now been one year since the initial contract.Desired Settlement: We want the patio door we ordered, not the one they stuck us with! It's unfortunate they built the wrong size but we should not be forced to accept it.

Business

Response:

[redacted] has been a previous customer of Champion Windows. [redacted] was the [redacted] for Champion of Milwaukee until mid July of 2013. [redacted] became the new [redacted] in August 2013. There continues to be some confusion due to the fact that both [redacted]s have the same first name. I can't comment on conversations and prior contracts with prior management as I do not have knowledge of history with [redacted] prior to my employment in Milwaukee beginning August 2013.

I purchased a sash style bedroom window from Champion about five years ago. I have had some issues with the springs that hold the window open this past year. Although the window is covered under their warranty, they have charged me approx. $100 to come out and fix a $5-$10 part. At my request, they waived the second $100 visit fee since it was only a month from when they had first come out however they forced me to sign a paper saying they would never again waive their fee. Furthermore, they said that the spring will not be covered under the warranty due to the fact that my window was not meant to be opened and closed regularly. The repairman also lied on his service report telling the company that he had witnessed my dogs going out of the window, which they do, and that the spring was breaking because they bump the window when going in and out. However, since my dogs were all crated the entire time the repair person was at the house, how could he claim he had seen them go in or out. The two solutions offered to me were for me to buy a new window from them which would also not have these parts covered by warranty or to buy a dog door from them even though I explained to them that I use the window because I do not have a door that opens into my yard. A dog door on one of my existing doors would let my dogs out into the street which obviously would not serve my purposes. What kind of window company voids their warranty if you actually use the window and employees repairmen who lie. I contacted their main office in Cinncinati and got no help. The local office just wants to sell me a new window. Im appalled by this. When I bought the window, the salesperson knew exactly what the window would be used for and he voiced no concern.