Champion Window Company of Minneapolis, LLC

I am rejecting this response because:The repairs mentioned in their response have not even taken place yet We've already been led to believe many times previous to this that the leak was resolved and it wasn't

We apologize regarding the difficulty in supplying the additional window screen Ms [redacted] orderedThe screen was, in fact, ordered twice and was recently on the truck contents report indicating that it was in transitBased on that information, the delivery and service was scheduled with Ms*** Unfortunately the screen could not be located among the other delivered itemsIt is not uncommon for the item to appear on the subsequent delivery if it was delivered to the wrong locationIf the screen arrives on the next shipment scheduled for Fri11-10-we will schedule the service accordinglyIf it is not, we will refund the cost of the additional screen per Ms***'s request.The customer may contact me directly with any further concerns.Dan [redacted] Division ManagerChampion Minneapolis

We agree that subsequent to the contract and paperwork signing that there was a form that had been overlooked and needed their initials We also agree that we were not able to make the appointment scheduled for 3:30pm on 8/25/17, and a phone call was made the same day to reschedule for 8/28/ at 3:30pm They agreed On 8/28/mid-morning to mid-afternoon, Mr [redacted] called to notify us of intent to cancel, and he agreed to pay the cancellation fee as was agreed to on the contract, even providing an alternate payment type from the financing they had procured during the original paperwork signing Subsequent to my and Mr***’s phone conversation, we decided to not charge him a cancellation feeLater the same day, Mrs [redacted] called regarding the cancellation fee, demanded we not charge one and threatened social media backlash When asked, she stated she had no responsibility to honor the contract she had signedTo this day and even though legally the cancellation fee would be rightfully owed us, we haven’t charged a cancellation fee to the ***s We are not sure why Mrs [redacted] contacted Revdex.com, but there was no money charged on this job and, because of it, there is no money to refund

I am rejecting this response because: Yes, after over weeks of waiting to hear from Champion, MrDan [redacted] did contact me He came out to my house to view the work done and attempt a resolution of what needed to be accomplished I believe that under the circumstances, in which Champion is 100% at fault for, I will only be satisfied once the windows are actually in I even offered another option to Mr [redacted] when he was at my home and stated " if this were my company and I represented Champion, I would replace more window at not cost" the window were were speaking about was a half round window in the kitchen Mr [redacted] chose not to acknowledge my comment I believe that with any business, that some type of compensation is warranted, so far, I have had to take and 1/days off of work I think 25% off of my entire project is only fair compensation [redacted]

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

The Division Manager has left a message to meet with the [redacted] 's regarding their window contract with ChampionChampion agrees there is work to be completed on the windows that are currently installedChampion does not agree that the bay windows purchased are the wrong sizeThe were correctly measured and ordered to be custom made for the [redacted] ' window openingsThe [redacted] 's have decided that they do not like the bay windows because the glass sizes in new bay windows are not an exact match to their current windowsTheir contract does not state they are to be an exact match, no Champion entity has ever implied they would be an exact match and, in fact, an exact match is not even possibleChampion thoroughly reviews it's contracts with customers both at point of sale and upon critical measure, prior to ordering the productAt no point, until the day of installation, did the [redacted] s express any concern as to the glass dimensions of the bay window'sIt is not reasonable that the [redacted] s would expect Champion to absorb the cost of them because they decided the day they were to be installed that the did not like them or that the blinds that they had pre-purchased would not fitThese products are custom made to the customer's specifications and are not able to be used for a different customer's orderChampion will take reasonable steps to attempt to satisfy the customer but the customer must make reasonable steps to satisfy there contract with Champion

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Mr [redacted] is correct when he states that he had windows installed in 2014, with another window installation in The second installation took place on Friday, July 24, On Saturday morning, Mr [redacted] called me regarding 20-cracks in the window caulking and wraps outside the window being backwards from the jobWithin a half hour I arranged for the Window Installation Manager to come out to the customer on Monday, July 27th between 8:30-9am Our Manager showed up at 8:20am and re-caulked where neededHe offered to have a technician to come out and re-wrap the new windows to match the job that same dayMr [redacted] refused immediate service and instead set it for Saturday, July 1, between 10am and 10:am On Saturday, July 1, our technician showed up at 10:35amHe rewrapped the windows per instructions, and did not leave until Mr [redacted] was satisfiedMr [redacted] can attest to this Please note that the window wrapping was not installed incorrectly (we have photos to show that there were no "gaps" or exposed windows)They were, however, wrapped differently from the prior installationChampion acted swiftly, respectfully and completely to satisfy the customerAlso note that the customer has not complained about the repairs or any other part of the installation, and has even stated that he loves his Champion windows since the service was performed As for statements that the customer was being "ignored" by me, our installation crew being "demeaning" to Mrs [redacted] or that "Champion could not understand why (I) would want the final windows to match", they are simply not trueHowever, Mr [redacted] has been combative and adamant that he will pursue and receive to 30% off his job, and has spent much time and energy in attempts to do soHe threatened to file a complaint with you if I did not give him the money he feels is due, and so he has We regret that we cannot satisfy this customer with the money he asks for, but it is against our policy and further, there is no justification for itTo restate, we treated this customer quickly, respectfully and effectively at all timesWe will continue to offer respectful customer service and honor all agreements we have with Mr [redacted] Please contact me if further information is needed Deborah [redacted] Office Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was just such a let down from the first install in A business separates itself from competitors by customer service that goes above and beyondThe product I bought included not just the windows but the manner in which a customer is treated The office manager literally told me that I should have been happy with the customer service that I received from Champion (referring to their response to their initial shortcomngs, which is simply not trueThey either came too early in the morning when I was sound asleep and the next time they were minutes lateDeb [redacted] tells you part of the story (responding promptly, but never on time)If they could have been also more empathetic to someone who has now paid over $11,for windows and reflect an attitude of let's get it completely right the 2nd time, I could let the fact that they treated my wife poorly (demeaned her) and rushed the job (left window parts exposed to the elements) goBut they never did that on the follow up, thus I have no reason to let the matter goThe installation manager Andy comes to my house and all he can tell me is, "well technically they are allowed to wrap the windows the way they did (although they did not match my installed windows from 2014) As I said, I'm paying for service as well as the windowsAsk Champion what they are selling and they will tell you their service is the best in the business and their window are second to noneAs is typically the case, this is an example of a company that does not know when to cut their lossesThey loved my glowing review of what they provided in 2014, but now that I am unhappy with their service, and as Deb [redacted] further told me, they've done nothing wrongI thought she was kidding when she says, "We can offer you two bottles of our world famous window washing fluid!"As I told Ms [redacted] I'm open to a reasonable offer, but their glorious window washing fluid was not itPerhaps she's manipulated customers in the past, but not this timeIt's because of people like her that use selective hearing and try to minimize your points and elevate their own, that eventually means you have to push a little harderYou will note as well that she never once says anything courteous or appreciate about me as a customer, whereas I've mentioned on several occasions that they did a great job in Unfortunately for all, they sent the wrong crew to our house in As we all know, you have to take the good with the badLearn from your mistakesYou might be here today, but as they say, gone tomorrow! It's too bad as well, since siding on our house would have likely been the next capital expenditure I would have made As the expression goes, they've left the barn door open too long, and now the chickens have all run out Final Business Response / [redacted] (4000, 9, 2015/09/04) */ We appreciate the opportunity to restate our positionWe contracted with Mr [redacted] and completed the installation professionallyWhen service was called for, we set an appointment and completed the service professionallyOf the two items the service was called for, one was legitimate and one was not; however, we performed both services without debate and to the complete satisfaction of Mr [redacted] , who has not called for further service on those two items or any other item sinceWe treated him promptly, respectfully and effectively at all times Again, we regret that we cannot give Mr [redacted] the money he is seekingIt is against our policy, and there is no justification for itWe will continue to offer respectful customer service and honor all agreements we have with Mr [redacted] Thank you, Deborah [redacted] Office Manager Champion Window Company of Minneapolis

I am rejecting this response because: We don't understand "customer did not contract for what is alleged" We contracted for two bay windows that match the size of what we haveThe windows that came are not thatWhat really ticks us off is that we have been trying multiple times to speak to someone in charge at Champion to remedy this and NO ONE will call us backAs far as the other windows, why do we have to contact Revdex.com to get someone to "contact us to set up an appointment to finish trim work" on windows that were installed in December and March That is six months we have gone with no inside window frame on our bathroom windowWhy couldn't they call us back to set up an appointment to finish long before this? Because they don't want to talk to us about any of this contractThis is poor customer service, all of which they have been paid in full since we are making installment payments through a finance companyWe want this resolved and frankly, I was open to finding some solution with another option for the bay windows if we could talk to someone and work this all outNow we just want the five slider windows finished and credit back on the two bay windows and want to be DONE with ChampionTheir response is not satisfactory, we don't even trust that they will call us back next weekWe were hoping they might call this week, but haven't heard anything yetWe have no trust left in Champion and are contacting the MN Attorney General

Champion has not identified any actual leaks in the window mentioned in the claimThere is the appearance of water staining on the seat of the bay window but its origin is difficult to ascertain since there is no identifiable leak and at no time have we been contacted when there wasPer the
customer's request we will reopen the service and document findings to forward to our engineering deptfor a second opinion.If the customer has further questions they may contact me directly. Dan ***Division ManagerChampion Minneapolis

Initial Business Response /* (1000, 5, 2015/07/02) */
We agree, Ms***, that your window order has not been up to par with our usual standards, and appreciate the opportunity to explain / correct the issues with your job dated 7/31/for the amount of $15,824.00, comprised of windows
It
is true that your windows took longer than usual to arrive from our factoryWhile it is not an excuse and as you may recall, each window is custom-made to fit its openingStill, we apologize for that lack of getting your product into our location in a timelier manner
We started the job on 10/21/and found that one of the windows did not fit its opening and had to be reorderedWhile unfortunate, we covered the window properly and the new window arrived on 11/25/It was installed on 11/28/and the problem was solved
Regarding your concerns about the permit inspection, please know that it is for city inspectors to check for proper fire / smoke detectors in the home whenever certain improvements or renovations doneThe Inspector must get into the home to do soWe can be present at the inspection if needed, but the homeowner must be presentWe ask our customers to set up the appointment at a time convenient for them, and to then let us know if they need us further for this part of the process therefore, it is not part of our policy or industry standard to schedule inspections for customersOur customers receive their own copy of their permit and cainstructions for the city in a plastic folder at the end of the job for their convenienceI cannot confirm or deny that you received your plastic packet regarding permitting, but I can say that this is the first time we have received a complaint from a customer who appears not to know the inspection processWe are sorry if we caused any inconvenience with this item
Regarding the April 8th service:
The proper parts were ordered as you described and received in our office late MayCustomers are scheduled for services in the order we receive their partsThe amount of time it takes to complete the service can vary drastically depending on customer location, time required to perform service and service backlogIt is our goal to provide service as expeditiously as possible but it is not always possible for it to be as quick as we, or the customer, would likeUpon scheduling the service, our service technician became dubious regarding the size of one of the replacement parts and chose to re-measure before attempting to replaceThis proved to be a good decision as one of the glass packs was too large and would not properly replace the existing glass pack
Since you have written this complaint we have completed the service for the bathroom window and re-placed the order for the cracked glassWe have done all that is possible to expedite the part order and you will be prioritized upon the parts receiptWe appreciate your business and apologize for the inconveniences that occurredWe look forward to completing the service and assisting you more efficiently in any future needs or concerns
Please contact me personally if there are any additional problems in the future
Respectfully,
***
Division Manager
(763) ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am thankful that we finally received the actual windows we paid for in one of the rooms, I'm beyond frustrated with the way Champion chose to do businessThe response to my complaint never even acknowledges that they put in the wrong window that wouldn't pass code (tempered is required above a bathtub)We were told by the salesperson as well as the installer that Champion would notify the city of Plymouth when the work was done and we would get a call from the city to schedule an inspectionAs I stated initially, that wasn't doneThere are a lot of areas that need serious investigation within the companyWe received different stories regarding the window that was just installed in the days leading up the installation (i.eit was just being ordered because it had fallen through the cracks, it was on a truck in Chicago and you were waiting for it to arrive, it was in the wearhouse all along)If you really were in a state where you didn't know what was going on, I'd rather hear that truthI'm sure we'll hear many more stories regarding this last window that needs to be replacedThis window was supposedly ordered on April 8th and it's now July 15th and we have no indication of when we are going to receive the windowThat's not good business

As of 7/13/there still has been no direct contact from ChampionThey stated we did not express any concern as to the glass dimensions of bay windows until day of installationThat is because we trusted what Tom D told us when he came to our homeWe had two other window companies give us estimates; they told us the center window of the bay windows would not be like what we have, we moved onTom came and we specifically told him what we wanted in dimensions because we had curtains and blinds that we wanted to use and we wanted the look of our windows to be as close as they are nowTom said the inside measure of solid glass would be within 2" and our blinds/curtains should work fineThat is the only reason we signed the contract that night, because he said we could get what we wantedIf he would have said he could not tell us what the inside of center window would be, we would have let him go that night without signing a contractWe were comfortable with the dimensions Tom gave usThey state "Products are custom made to the customer's specifications"We asked for windows to be made with certain specifications and we didn't get themThe man at final measure barely spoke to Rick, and if it was up to Tom or another Champion rep to go over contract, we never got that callIf they would have given us a review of contract, we would have made sure about dimensions of bay windows since that is why we entered this contract in the first place. Champion takes the stand that they are right and we are wrong, which reveals how much they care to have satisfied customersWe are not impressed with their "reasonable steps to attempt to satisfy the customer" when we can't even get someone to call us backAll information about this matter from Champion has been relayed to us from Revdex.comWe still have unfinished slider windows that we have been making payments on for over months and they say we "must make reasonable steps to satisfy there contract with Champion."

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.*As of 11/16, I have heard no further on the location of my window screenI would like a refund, as stated above

Ms*** has already filed a fraud complaint on AMEX twice and been rejected, so I will include that correspondence as part of the documentation.Please also know that her roofing contract with us was an insurance job, and Ms*** had concerns that the insurance company wasn't
covering her rightful dueOnce we helped her procure additional funds in order to do the work correctly and completely, she cancelled her jobThe cancellation policy was explained to her at time of sale, she was given time to read it, and I went over the cancellation fee with her via phone so she could reconsiderShe did notThe cancellation policy is due, and she owes an additional $26.00, which so far we are willing to forfeit, but retain the right to pursuePlease contact us if additional information is needed, but this complaint by Ms*** is frivolous, and her actions are bordering on harassmentRespectfully, Deborah *** Office Manager Champion Windows of Minneapolis

Our Division Manager was able to contact and meet with Ms*** to inspect job and agree on a resolution We have ordered new windows, and will set a date and time to install to Ms***'s satisfaction once they are in

Re: MrsCheryl *** Complaint ID: To Whom It May Concern: Champion Windows has acknowledged the leak issue with the ***’s Sunroom project from the onsetChampion has been responsive and communicated with the ***’s through
the difficult task of diagnosing the source of issueChampion recently had a team of installers and subject matter experts, supervised by the Divisional Manager, remove and reinstall the majority of the components of the sunroomDuring this process we were able to detect the source of the problems and take corrective actionThe final repairs are to take place on November 6th and 7th as some components needed to be remanufacturedChampion’s insurance provider has been on site to handle the damage claim (which affected a portion of the floor inside the sunroom, never any concerns with the customer’s home)Champion does dispute any allegations of the existence of black mold or any health hazards as the affected areas were not concealed and able to dry outChampion thanks the ***s for their patience through this process and looks forward to complete resolutionSincerely, Dan *** Division Manager Champion Windows and Exteriors Minneapolis Division

I am rejecting this response because: The message from the business is NOT trueWe called as soon as we seen the water stain on the window seatMade an appointment for Sept11th at 11:am for them to look at it. They did not show up for appointmentCalled them three times that day no call back or showed upHad to call to make next appointment which was Sept.18th at 2:30pmwas a no show again until I called at 3:And Todd showed up finally at 3:He took pictures of window seatCaulked on the outside of the bay windowHe said we have to wait to see if the stain got any bigger after he caulked, then we would know if that was the leakThan we would have to find out where it's leaking on to the window seatThey never called backWe have being trying to get this matter taken care of but they by CALLING themWe seem to get the run aroundNow it's Nov7th and still nothing done

Initial Business Response /* (1000, 8, 2015/11/30) */
We apologize that this customer perceives that she had a bad experience with our company, but are confident that several of her claims are either misconstrued or simply did not happenTo answer the charges against us, I would like to point out
some facts about our company's processes and policies in relation what we know of this transaction
*While we allow full payment at the time of contract, this customer's signed contract states that she agreed to two payments - one down payment and one final paymentWe do not understand precisely what customer is unhappy about, but we do not "take payments" of any kind except what is spelled out on the contractFurther, customer signed an authorization for payment by Credit Card form for the amount of the down paymentAgain, we're not clear about the complaint or customer's unhappiness with the terms of her contract
*We cannot speak to the customer's heating bills or personal status, nor if she actually visited our showroom in New Hope, MNWe get many prospective customers into the showroom weekly, so she likely didHowever, it is company policy to not give prices in that manner and our reception staff is not trained in the pricing of our productsIt is also company policy to not give any pricing without actual window measurementsTherefore, we are fairly confident that the pricing was not given to her during a showroom visit
*Customer is correct that we have a minimum order of $1500.00, but one window can be as much, depending on size and customer preferencesUntil we see the window that's being replaced and speak to the customer about their needs and wants, we cannot determine the price of a window However, the customer states that she chose a different part of her project for this contract, and we believe our Factory Representative did his best to fit her with the product and pricing she desired
*Our windows are all custom-made and the time frame is clearly stated on the face of our contracts, so we are unclear what she means by "ASAP"Further, her critical measure appointment(the next step of our process) was made the same day as contract signing, so we are confident that her windows would have installed "before the snow came this year" per customer's desire had the measure taken placeIn fact, the Measure Technician was not allowed to take measurements, because customer was very angry that we took the stated down payment instead of the full payment(?), which, as previously stated, was different from the contract she signed
*After the failed measure appointment, our Manager phoned customer, attempting definition and resolution for customerCustomer was hostile, belligerent and eventually hung up on our Manager, still upset about not paying in full for her window at start of contract
*We have made several attempts to reach customer with no response, eventually learning that she reported the charge of her down payment as a fraudulent chargeUnderstand that we have a signed contract defining the amount of the down payment that was charged, and a signed credit card authorization form that customer instructed us to take out of her account
*Customer's desired resolution has already been achieved before she contacted Revdex.comHad she wanted fully payment up front, we could have easily done it for herWe find it unfortunately that the customer did not understand the terms of her contract nor give us opportunity to correct the payment situation to her satisfaction
Respectfully,
Deborah ***
Office Manager
Initial Consumer Rebuttal /* (3000, 10, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attached is a copy of my contractThe contract states amounts in fullIf the company has a document that states I'm paying a down payments, then I'd like to see it in writing! Can anyone show me on any document about a down payments amount? Because I don't have a copy of it!
The measurements were NOT taken the same day at allThe appointment was a week and a half later
The manager did call me just one time after I filed a complaint and I stop the charge card amount thru my bankI have NOT heard from the company at all since that callDuring the call I was informed that they were doing payments due to the merchant fees
I do NOT care to be lied too! This company sets a bad example for American businesses!
***

[A default letter is provided here which indicates your acceptance of ArbitrationIf 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 arbitration is necessarySincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/31) */
Mr. [redacted] decided to breach his contract with Champion well after his legal right to rescind had passed.
In an effort to accommodate Mr. [redacted]' wishes and provide our consumers with the best customer service possible, we honored his...

request with a small charge of less than 5% of his contract amount to cover administrative and field expenses incurred. There are many expenses that are rolled into "the cost of doing business" which are not itemized and charged as a singular expense to the consumer including: critical measure, lead and EPA testing, permitting and code compliance, accounting, administrative, etc. We have estimated the costs of these services and passed only that estimated cost on to Mr. [redacted].
I am disappointed that the consumer is not appreciative of our efforts to accommodate him and his desire to continue to believe he has little or no obligation to honor the terms of the contract which he set forth. We consider the matter closed at this time.
Respectfully,
Dan [redacted]
Division Manager
Champion Windows
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The costs associated in the list of services provided by Mr. [redacted]'s response would certainly warrant some charge had they taken place. I have seen no material proof that any Lead or EPA Testing has taken place for my residence, or that any code or permitting compliance efforts were rendered. No invoices were sent to my home. The windows were never created. No installation ever took place.
I believe the $500.00 charge Champion Windows is applying to my account to be arbitrary and immeasurable by the standards provided in Mr. [redacted]'s response. The only service provided at my home by Champion Window provided at my home was the critical measure which lasted 1 hour. Until a fair sum for this service is reached this complaint will remain on the Revdex.com.
It's unfortunate that Mr. [redacted] and Champion Window are unwilling to acknowledge the fact that their factory representative explained to both my wife and I that we could cancel the contract by simply "calling in." Burke, the factory representative from Champion Windows and our original contact was clear that should we need to cancel we could call in and end the deal, adding "we don't win customer service awards by forcing people to work with us."
I assure that every part of this review is true, and I recommend thinking twice before getting involved with Champion Window for any level of business.
Sincerely,
Final Business Response /* (4000, 9, 2016/01/21) */
Again, we already honored customer's request with a small charge of less than 5% of the contract he chose to breach. This matter was supposed to be settled at the time we honored his request, which was prior to customer's original complaint to Revdex.com. We are disappointed that the consumer is not appreciative of our efforts to appease him and his continued belief that he has no obligation to honor the terms of his legal contract with us. We consider this matter closed.

We agree that subsequent to the contract and paperwork signing that there was a form that had been overlooked and needed their initials.  We also agree that we were not able to make the appointment scheduled for 3:30pm on 8/25/17, and a phone call was made the same day to reschedule for 8/28/17...

at 3:30pm.  They agreed.   On 8/28/17 mid-morning to mid-afternoon, Mr. [redacted] called to notify us of intent to cancel, and he agreed to pay the cancellation fee as was agreed to on the contract, even providing an alternate payment type from the financing they had procured during the original paperwork signing.  Subsequent to my and Mr. [redacted]’s phone conversation, we decided to not charge him a cancellation fee. Later the same day, Mrs. [redacted] called regarding the cancellation fee, demanded we not charge one and threatened social media backlash.  When asked, she stated she had no responsibility to honor the contract she had signed. To this day and even though legally the cancellation fee would be rightfully owed us, we haven’t charged a cancellation fee to the [redacted]s.  We are not sure why Mrs. [redacted] contacted Revdex.com, but there was no money charged on this job and, because of it, there is no money to refund.