Champion Window Company of Minneapolis, LLC

I am rejecting this response because:
Yes, after over 2 weeks of waiting to hear from Champion, Mr. Dan [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 1 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 1 and 1/2 days off of work.  I think 25% off of my entire project is only fair compensation. [redacted]

We will be contacting customer next week to set an appointment to finish the trim work for the windows on the contract to resolve the complaint in full.  Regarding the bay windows, customer did not contract for what is alleged in the complaint, so no remedy for this item is...

due.

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 have. The windows that came are not that. What 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 back. As 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 2016 and March 2017. That is six months we have gone with no inside window frame on our bathroom window. Why 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 contract. This is poor customer service, all of which they have been paid in full since we are making installment payments through a finance company. We 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 out. Now we just want the five slider windows finished and credit back on the two bay windows and want to be DONE with Champion. Their response is not satisfactory, we don't even trust that they will call us back next week. We were hoping they might call this week, but haven't heard anything yet. We have no trust left in Champion and are contacting the MN Attorney General.

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.

Customer ordered windows on 6/9/18, and then additional windows on 7/3/18.  Both orders are custom windows that arrived timely for their type, and both jobs were installed on 11/1/17. We agreed that the color, while correct from an ordering standpoint, were different in color from the...

brochure.  Please note that there are only 6 colors the window outsides could have been – adobe, bronze, white, pebble, tan and colonial blue.  Due to customer dissatisfaction with the color, agreement was reached and a $100 gift certificate sent to customer that we would give them an especially good discount when they decided to replace the Masonite on 3 sides of the home with siding (customers stated they know they will have to do this sometime in the future).  We will honor that offer, and consider this portion of the matter closed. As for the services, we are aware, recorded and reordered patio door sashes.  When the sashes arrive, we will be calling to complete all service items.  I do not see that customer’s calls have been recorded as received.   In the future if customer please call our New Hope office at ###-###-####. We are here until 5 pm weekdays and equipped to answer questions about services.  You can also leave a recorded voicemail after hours and on weekends by choosing option 1. We look forward to getting the service issues completed and satisfaction for this customer soon.

We apologize regarding the difficulty in supplying the additional window screen Ms. [redacted] ordered. The screen was, in fact, ordered twice and was recently on the truck contents report indicating that it was in transit. Based on that information, the delivery and service was scheduled with Ms. [redacted]....

Unfortunately the screen could not be located among the other delivered items. It is not uncommon for the item to appear on the subsequent delivery if it was delivered to the wrong location. If the screen arrives on the next shipment scheduled for Fri. 11-10-17 we will schedule the service accordingly. If it is not, we will refund the cost of the additional screen per Ms. [redacted]'s request.The customer may contact me directly with any further concerns.Dan [redacted]Division ManagerChampion Minneapolis

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.

The Division Manager has left a message to meet with the [redacted]'s regarding their window contract with Champion. Champion agrees there is work to be completed on the windows that are currently installed. Champion does not agree that the bay windows purchased are the wrong size. The were correctly measured and ordered to be custom made for the [redacted]' window openings. The [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 windows. Their 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 possible. Champion thoroughly reviews it's contracts with customers both at point of sale and upon critical measure, prior to ordering the product. At no point, until the day of installation, did the [redacted]s express any concern as to the glass dimensions of the bay window's. It 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 fit. These products are custom made to the customer's specifications and are not able to be used for a different customer's order. Champion 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 /* (1000, 5, 2015/08/21) */
Mr. [redacted] is correct when he states that he had windows installed in 2014, with another window installation in 2015. The second installation took place on Friday, July 24, 2015.
On Saturday morning, Mr. [redacted] called me regarding...

20-30 cracks in the window caulking and wraps outside the window being backwards from the 2014 job. Within 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 needed. He offered to have a technician to come out and re-wrap the new windows to match the 2014 job that same day. Mr. [redacted] refused immediate service and instead set it for Saturday, July 1, 2015 between 10am and 10:30 am.
On Saturday, July 1, 2015 our technician showed up at 10:35am. He rewrapped the windows per instructions, and did not leave until Mr. [redacted] was satisfied. Mr. [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 installation. Champion acted swiftly, respectfully and completely to satisfy the customer. Also 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 4 windows to match", they are simply not true. However, Mr. [redacted] has been combative and adamant that he will pursue and receive 25 to 30% off his job, and has spent much time and energy in attempts to do so. He 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 it. To restate, we treated this customer quickly, respectfully and effectively at all times. We 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 /* (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 2014. A business separates itself from competitors by customer service that goes above and beyond. The 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 true. They either came too early in the morning when I was sound asleep and the next time they were 35 minutes late. Deb [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 $11,000 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) go. But they never did that on the follow up, thus I have no reason to let the matter go. The 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 windows. Ask Champion what they are selling and they will tell you their service is the best in the business and their window are second to none. As is typically the case, this is an example of a company that does not know when to cut their losses. They 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 wrong. I 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 it. Perhaps she's manipulated customers in the past, but not this time. It'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 harder. You 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 2014. Unfortunately for all, they sent the wrong crew to our house in 2015.
As we all know, you have to take the good with the bad. Learn from your mistakes. You 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 /* (4000, 9, 2015/09/04) */
We appreciate the opportunity to restate our position. We contracted with Mr. [redacted] and completed the installation professionally. When service was called for, we set an appointment and completed the service professionally. Of 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 since. We treated him promptly, respectfully and effectively at all times.
Again, we regret that we cannot give Mr. [redacted] the money he is seeking. It is against our policy, and there is no justification for it. We 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

Customer is correct that they signed a contract with us to build a sunroom to be started approx 8-9 wks from contract date (July 4, 2017) with est.completion 7 to 12 days after start.  Project did start in July (July 17, 2017), and when informed that the particle board floor had been damaged,...

we did a partial tear-down, replacement of damaged floor and rebuild of the sunroom.  Project completion signed by homeowner on 9/30/17.  I've attached it for your review. In December customer stated in writing that they were not paying in full for the project until some concrete work was repaired.  I've attached the statement for your review.  We and customer agreed the concrete repair work is needed and would be completed in spring, when weather temperatures are more appropriate.  As a courtesy, we have made no attempts to collect on the contract since that payment, but please be advised that the job is not paid in full, we expect full payment no later than when the concrete work is repaired in spring. On January 11th and 12th, customer contacted us via email and photos, claiming more leaks.  I've attached a copy of the email chain for your review.  On January 12th, our Sunroom Installation Manager responded, asking for customer availability for an assessment visit.  Customer emailed back stating “There is nothing that can be done right now so logical to wait for warmer weather to address issues.  See you in spring”. That was last contact we had with customer, and we are confused as to why customer would file a Revdex.com complaint on 1/21/18, only nine days after refusing our request to visit and putting it off until spring.  We are not sure how to respond, except to say that we do not intend to replace the room as customer stated was desired settlement.  Please note that this Sunroom has passed City inspection for workmanship, and the concrete work is cosmetic in nature.

We apologize that Mr. [redacted] has had some issues relative to the installation of his Champion windows. We initially performed service on the windows that we believed would solve the concerns the customer was having. Although the service solved some concerns it did not completely resolce the issues....

Recently, I was out to the [redacted] residence with the installation manager and service technician. We were able to determine an error was made during the installation that is the root cause of the customers concern. We are in process of scheduling that service to be completed that will resolve the customer's concerns. We believe the [redacted]'s were happy with the visit and resolution. We look forward to resolving this issue and satisfying the customer.Dan [redacted]Division ManagerChampion