Champion Window Company of Rochester

We will certainly get this customer taken care ofOur Installation Manager has reached out by email and phone this week to clarify the correct window needing replacement and we will order it immediately and replace it free of charge under the terms of our warrantyAs soon as [redacted] let's him know which window is needing replacement we will order it and put a rush on it

Dear To Whom It May Concern:Champion Window Company of Rochester received notification of the complaint against us that was assigned an ID of [redacted] on Wednesday, February 18,Champion Window Company of Rochester does apologize for any inconvenience our customer may have experienced with our product, installation, service or overall experienceAlthough much of the complaint does not include specific details as to what our customer is not satisfied with, I can address some of what is containedWe do understand our customer does not feel satisfied with the communication throughout the course of the project; however, since the week we entered into contract we maintained consistent contact via email with our customer regarding scheduling and installation between the time of the agreements dated and the completion of two roofing projects on 10/24/and 10/29/respectively, as well as two window project both completed on 11/25/For clarification, we completed an entire roof replacement on two separate rental property's our customer owns, as well as replacement windows in each of themAfter all the work was completed, our customer submitted a letter to our office dated November 24,notating concerns with communication and damage to a portion of their existing siding from the roofing installation, which was repaired at the time, with a request for a $settlementOur former Division Manager was in contact with our customer regarding the concerns and the settlement, but our customer would not commit to the amount they requestedOn December 18, our former Division Manager offered to meet in person to further discuss a resolutionOur customer did not respond to that offer until January 19,During that time our Division Manager accepted a position in another office and I took responsibility of Champion Window Company of RochesterOur customer was understandably upset the individual they had been communicating with was no longerhere so I immediately responded to them at :pm on January 19th, with an offer to meet them the following weekI provided them all of my contact information as they had a concern some of the windows may be drafty in both of the homes we completed installations at, as well as inspect any additional areas of concern they may have.On January 29th, at 2:pm I met with both of our customers along with my Installation Manager who was directly responsible for the installation when it was completedImmediately, I was informed one of the homes they no longer had a concern with any drafts and now I would only be inspecting one homeI was taken to the room where the draft was and a tenant was presentI asked the tenant, as she was the one whoclaimed the windows to be draftyif I could ask her a few questions to start my inspection, which she agreed toImmediately our customer became hostile as I tried to determine some basic information as to when and where the tenant was feeling the draftsShe felt I was inconveniencing and interrogating her tenantI let our customer's know I was there to help, but I could only do that if they were willing to communicate to mewhat their concerns were, which also meant gathering information from the actual individual claiming there to be a draftI spent about an hour in the home with our customers not only inspecting the windows, but also attempting to have our customer share with me all of their concerns in an effort to close on a resolutionOne of our customers was very hostile the entire time, but her partner was open to communicating with me, so I was able to provide some answers on a few of the questions and concerns they hadUltimately, at that point in time it was clear one of our customers was unwilling to listen to anything I had to say.In an effort to accomplish what they requested, I did a full inspection of the windows they expressed a concern withA smoke test was performed, which is how we test for air leakage and draftsThere were no drafts at all on the windows the customer was concerned withI did attempt to show them the windows themselves are not drafty, but their tenant was feeling a cold transference mainly through the wall of the home, whichnow because the old windows had been replaced the under or uninsulated (it's not possible to determine what is in the walls without removing the plaster and sheetrock) walls are going to have more heat loss and heat gain than beforeWe were also able to determine the windows were properly insulated between the home and window frame as in in progress inspection was completed by our Installation Manager and he had to bringback more insulation for our installer as he ran short from what was issued to him when the project was startedOur customer then stated my inspection was over and she wanted copies of all of her paperworkAs a check on our Factory Representative (Sales Representative), I explained I was more than happy to send her copies of all her paperwork, but I was curious if she received them at the point of sale on October 7,She did confirm they were provided to her, but she wanted me to send them anywayI did scan and email copies of her paperwork that same afternoon on January and emailed hard copies of the paperwork to our customer's home addressAfter looking at the windows, I offered to inspect any other concerns they had with the window or roof installationOur customer refused to share any with meI also offered to put into writing an agreement to complete one repair with the roof which we had agreed to complete once the temperature was above degreesThe customer refused that offer to document the repair of a small area of flashing on one of the roof installationsOnce our customers, our Installation Manager and I were outside, our customer began to yell at me over their disappointmentAfter a couple minutes I respectfully let the customer know that although I understand they were unsatisfied with their projects, I was there to help them, but I would be unable to help or address any of their concerns if they were unwilling to share them with meShe continued yelling andtold me she didn't have time tor it at she was fighting terminal cancerI expressed my regret about her personal health and I understood meeting with me was probably not what she wanted to be doing that dayI expressed I was more than willing to help find a resolution for them both, but I could only do that if they would share with me what exactly they were unhappy about and what adjustments, if any, they felt still needed to be made to the installation of any of their products.At that point it was clear there was nothing I could do to progress the situation to a resolutionI left them my card, confirmed I would send them their paperwork and asked them to call me if they would like to sit down with me at their home or my office to further discuss any concerns they hadThey requested a meeting with our Regional Vice President and I let them know one could be scheduled with him as well if they wouldlike, they would just need to let me know a day as he travels and would need to schedule to be in Rochester to meet with themI then returned to my office and sent them the paperwork as they requested via email the same day before I went on vacation for a week.On February 2, 2015, I received an email stating they thought the contract was vague and wanted to know what we call our windowsI was unable to respond until February 10, as I was on vacationI did respond by communicating what each aspect of their contract meant and that we sell two different windows, one which is our Series and one which is our SeriesThat was the last communication between the customer and myself.I have personally expressed my apology for any and all inconveniences in an effort to let them know I am here to listen and help themOur customer has not been willing to do so and a request of a $settlement is now an indirect request to the Revdex.com for a $5,settlementUnfortunately, I will not consider any settlement until the customer can tell me what their concerns are with the installationWe are still willing to meet with our customer and to inspect any area of the installation they feel may not be properWe are also willing to fulfill the flashing adjustment we have previously agreed to complete with our customerWe will fulfill our obligation to warranty the installation of all the product according to the terms of our warrantyWe do understand our customer is facing a grave personal health struggle and would like to discuss their concerns and find a resolution should one be neededRegardless, Champion Window Company of Rochester will stand behind its product and installation of all four of these products.Should you have any further questions or concerns, please do not hesitate to contact us.Sincerely[redacted] Division Manager

We have been in contact with Mr [redacted] and all issues have been resolved since the time his complaint was sent to you

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 At 4:PM I received a call from [redacted] ( [redacted] ***) who did a conference call to Champion (Patricia) who pressured me and stated they were cancelling my contract and refunding the balance of the original disbursementGustavo was very happy because he was able to close the second loanPatricia did not acknowledge any wrong doing, did not apologize or offer any type of restitution for what they put me through these last monthsShe did not even say she would be sending me documents showing that the contracts were cancelled - no remorse what so ever I am not happy because I feel I was severely mistreated and no one is standing up for mePressuring me to cancel doesn't say that they are apologetic, it just says that they were being aes and they won't take responsibility for their wrong doings [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 Regards, [redacted] ***

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 Regards, [redacted] My view on Mr [redacted] 's response is this: I recognize that "good business policy" is to state an apologyI find this insincere, however, as I am being called "hostile" upon two occasions in this letter I am being painted as a person without logic, who does not listen, and who he states offhandedly has a severe health concernThis entire letter also does not address the concerns in the prior one I wroteIt seems like we are just spinning wheels, and the burden is on the consumer to bring over the top "proof" to this company before they will call to action a timely resolutionThis delay only adds to my frustration Mr [redacted] claims he is unaware of "specific details" of our complaintsWe have documented perhaps a hundred emails with Mr [redacted] , [redacted] , [redacted] and himselfPerhaps Me [redacted] does not have all these.If he had them, he could definitely see what our concerns have been since October 2014.I have to resorted to act as Foreman myself and had to initiate all kinds of coordination that was not taken care of by Champion in these emailsThe emails we got back were either not helpful ( with partial response), late or non existent, etc)In short, mostly unprofessional No response came at all from our very detailed complaint letter sent certified to both Corporate ( Mr [redacted] )The one sent to Mr [redacted] was not responded to until weeks later and only after we asked for a response! Mr [redacted] also never called me back after I called long distance to his officeI even did a "customer satisfaction report" ( not a good review) and never heard back from that from anyone either! I believe in my complaint of 2/12/I was very specific on many of the points of what is listed and attached to our contractsMr [redacted] addresses none of thisMr [redacted] claims our siding "was repaired" This is totally falseHere is my eye witness report of what happened that day [redacted] and I were to meet with "***" the foreman of the roofing to go over the job at [redacted] BlvdThat never happened, as I discovered a lot of long deep parallel gouges on our east side of our houseI confronted ***It indeed matched up to one of the roofing trucksAfter some questioning, He took it upon himself unilaterally to just start ripping the aluminum siding off the house! My husband and I were in shockWe could have even called the police at this point, but did notI asked [redacted] why he was doing thisHe started he just wanted to get this over and be paid ( today)He stated he would go buy new siding I observed [redacted] to be in a very shaky, hurried state, He had also been drinking RedbullI stated to [redacted] that it would be proper to include us, the proper ownersin this "action" of his own! I stated that new siding would never match what we had, due to fadeWe therefor declined on thisI did state we may have a temporary fix to use some of our stored siding for repairsOur renters were coming back and needed to get thru the driveway where all this mess was taking placeRipped off siding was everywhereSo something temporary was what we agreed uponHe agreed to put some of this older siding onI left after he started When he had gone and I came back, I still could see many areas not doneWe heard nothing from Champion about this We are questioning if [redacted] even reported this? [redacted] signed "off" basically so [redacted] could get paid ( he was in quite a worked up state about that) We were definitely pressured I did not sign off, and I am the one who saw and took photos of all the undone workChampion insisted BOTH of us sign upon initiation of contract, yet Mr [redacted] did not respond to me questioning why only one signature is legal ( IS IT?) upon "sign off" .\Only one of signed off on all the jobs, and we question ( again ) the legality, This having to repeat questions that go unanswered is routine for my experience with ChampionOn;y partial response is the norm here This is unprofessional, and leads to frustration on the part of the consumerMr [redacted] is critical of us for not being more "communicative"This could not be farther from the truthComments and observations like this after proof of all our communication just leads to further disbelief that this Company does not listen , is not professional, and is wary of the consumer ( they are the ones who are in the wrong!)he also is critical that we are not "more specific" With the departure of Mr [redacted] , we conclude that Champion leaves the customer high and dryNo word of closureIn this response from Mr [redacted] , he points out criticism of our lack of communication over the Holidays Well, Sue's was also dealing with news from Doctors that she has only one year to live! How insensitive of Mr [redacted] to be so critical of usSo this patch of "not hearing back " was also spent in an emergency situation and ChemoAgain, the consumer takes the brunt of being in the wrong and at fault! This is the first assumption Mr [redacted] and Champion go to! Even better, just do not communicate and leave the customers in the dark it was not to long after the Holidays that our tenants complained about several drafty windowsI first went over and totally interviewed them, and conducted a test I downloaded using incense I contacted Champion, and THEN learned a new person was "In charge" , Mr [redacted] Of course, this did upset me that Mr [redacted] left with absolutely no closure for usAlso, Mr [redacted] must not have been made aware of our "pending" case, as he also initiated NO contact with us first Mr [redacted] agreed to come to assess and I asked him to bring the proper diagnostic tools as it is indicated on the window brochure that Champion had thisI arranged a time, and knew our renters were studying for a major medical exam, so I assured them the inspection would be professional, quick and not intrusiveWhen Mr [redacted] arrived, he brought with him [redacted] ZThis person said barely a word the entire hour Mr [redacted] also did not bring any professional equipment, and admitted so Yes, this frustrated me right from the startHe also launched into a first question to our renter ( who was trying to study in her bedroom) The question was: "Have you observed your curtain moving with the draft since installation in November?" I interjected to Mr [redacted] : "If our renter had observed that, don't you think we would have called you sooner that in January? After quite some "talk" it was then I asked Mr [redacted] to please get to his equipment to measure the draftThen Mr [redacted] chooses to argue over the use of the word "air infiltration" versed Draft with me, He basically put me down for use of what he considered to be an "incorrect " word in the fieldI defended myself by stating I was a consumer, and used the word any consumer would useMr [redacted] engages in power play, and again, puts the consumer lower than himselfHe needs to do this to distract the consumer from what should be a professional and objective assessment of a window problem He does not allow the consumer to be upset or impatient with his very negative persona or by his "talk and no action" approach Our renter left the room after about minutes, as Mr [redacted] , and his sidekick were basically standing in her bedroom space Mr [redacted] talked a great deal in almost a salesman/lecture tone about windowsThis took up quite some additional time It was a later I asked for specific information on exactly what kind of windows we purchased , with Mr [redacted] only providing us a website and the same vague info off our contract ( not helpful) I am still waiting on that info from the window labelsMr [redacted] only looked at windows in mainly one roomHe used a spray bottle with some stinky material in itHe did not cycle the furnace to add to the "draft" assessment as per professionals I later contacted He boldly concluded the windows to be perfect based on hies primitive testingI bought new draft preventing curtains after he left at our expenseThe renters are now happier Mr [redacted] could have used a standard test for field measurement of air leakage through installed exterior windows (astm ) I would have accepted his assessment had he used the correct tool Mr [redacted] also did not respond to my concern that at least one of our windows is photographed by us as having white fiberglass around the frame, and not the "comfort foam" as advertisedUnless we tear out all our windows, how will we know what then others have? Another trust issueAnother unanswerd concern...but then again, I am not providing details, right? Mr [redacted] calls me hostile not once but twice in his responsehe took the full days to reply to the Revdex.com , so I do think he had time to think about what he said, and I would suggest that rather than call a consumer hostile, perhaps better wording would be "very frustrated, upset and very mistrusting of the Company" Mr [redacted] says in his response that his Installation Manager accompanied him to assess for window draftHe explains that this manager is directly responsible for installation when it is completed? In my experience, I have only had a fleeting view of this person the entire time with any of our work on four contracts , and never did he initiate talk to me about problems or concernsHis only communication ( if you call it that ) was by email and only after we emailed firstHis emails very often gave only part response ( similar to what Mr [redacted] has done here) leaving us to re emailOr he would just not get back, and we would have to again re emailMy experience was looking at this manager as being more of a reactive ( not proactive) back seat silent partnerAgain, the consumer is confused with who to go to, as the contract reads the foreman is your first go to personSo what does this Installation Manager do? And why doesn't he cover for Mr [redacted] when he is off for a week on our case? Mr, [redacted] said he was gone and could not get back to us for a weekI guess no cell phone coverage is used by this business, and no coverage periodThis was not the first time we had this to deal withThis happened numerous other time in our dealing with ChampionPerhaps they just do not want to deal with "hostile" customersAnd by dragging this on we of course are happier with the process! Mr [redacted] says he was "curious" if I had received copies of our contracts at point of sale He questions why I "need" more copiesWe had to hand over proof of installation of vents to Foreman ***, as he was unwilling to install them until he saw it on our contractHe took our paperAlso, we had no signed paper for lead test and this led to great confusion to include incorrect billing We simply asked Mr [redacted] for what Champion had in file We had trust problems and confusion right from the startMr [redacted] , I feel, is using this response to bolster his company"s defense in their missteps, with burden of proof repeatedly asked for over and over from the consumer He is attacking Mrs [redacted] subtly and overtly by calling her hostile ( twice) This is an attack on her personallyHe is in receipt of her health issue, and does not fully take that into consideration with his stonewalling of progress forward on this caseHe shows up with a major document to sign (unknowingly) for us, and never gives it to us for review, after we tell him we do not go business so "impromtly" and without noticeHe then states he is waiting for our response, when in fact Sue had asked him for "two good dates when District Manager " was in town and we could meet...Sue never heard back from Me [redacted] on thisI am the one who witnessed most of the problems, as I am retired and was able to act as a consumer foreman on this jobMy husband was at his work most of the time So now Mr [redacted] will have to deal with me as he is asking over and over for details he claims he does not know, despite our attempts to document for over monthsHe is refusing ANY settlement until "further review of the problems"This is spinning wheelsI so mistrust this company that even a meeting is under suspectI would prefer everything to be in email and able to be tracked If any meeting occurs, it has to be summarized, with both parties signing off as agreeing to their interpretation It may need to go to dispute settlementI would agree right now to cut loose from this company and take for gutter , stack repair, and siding issueIncluded would be no further work done on housesI would also like the same offer that came in the mail to our house offering an "Month no interest loan) and have our contract recallibrated for thatThis would bring our full payment due by April, " I would not contact press, insurance, small claims or go to lawyer for pain and suffering With all the snow and cold, any repairs will need to go into late spring ( if they can schedule us in?) and we could still have complaints and issuesI hope Mr [redacted] can agree to thisI am expecting him not to , and to further stonewall usDelay is a great tool to use for "hostile" consumers Sincerely, [redacted]

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 [Attached is a copy of the original loan approving me for $with a purchase promotional period of 10/19/This meant that all work had to be completed by that date or no other funds would be made available to themChampion did not honor the contact, after several attempts of trying to reach them to get the work started, they gave one excuse after anotherThe original install manager's name was Bruce *** and he told me and [redacted] that he could not start my work, final he gave an install date of 11/2/17.On 11/1/I received a copy from Champion corporate headquarters: [redacted] He stated he was trying to facilitate my work getting completedHe also told me that Bruce *** no longer worked for the company and Peter [redacted] was the new install manager 11/2/ I called Champion [redacted] , spoke to George who said he would escalate my service issue.11/3/My roofing materials arrived and work began on 11/4/17.I was still not sure what was going on because the workers completed the roof and left and I did not hear from anybody, so on 11/8/I called Bruce *** at [redacted] and at [redacted] I left a message on both linesThen I called Albany office at [redacted] I was told by someone named Pat that Bruce was no longer installation manager, Peter [redacted] is new man and she would leave him a messageLater that day I received a call from Jim [redacted] who stated he was coming out to investigate the roofing project and that he would be bringing Peter [redacted] with himOn 11/9/Jim and Peter came to my house explained that Bruce had not complete a lot of projects and he and his men were terminatedI had to wait until they brought new people on board and trained them before I could get my work completedOn 11/14/I started getting collections call from Champion Corporate accounting asking for the balance on the roofI called Peter [redacted] , Jim returned the call saying he would take over the processHe went on for about minutes about the money I owed I called Peter again and he stated he had ordered the siding but he did not have a start date, when I pushed him he gave me a date of 11/20/On 11/20/nothing happenedI kept getting collections callsAll of this was happening because Champion did not complete their work before 10/19/Jim kept calling trying to make this my problemHe explained that he had a contact in [redacted] and that he would call themOn 11/27/I got a letter of denial from [redacted] which bothered me because I did not apply for another loanOn 11/28/I received another loan agreement.Between 11/and 11/I kept receiving calls from Jim Johnson about the money12/4/Jim called again stating the start date for the siding would be the week between Christmas and New YearsHe also stated that when everything is complete, I would have to pay $to pay off the contractWe argued for quite awhileChampion and its representatives screwed up this contract and did not complete the work perscribed by the loan, so its not my fault they do not have the final paymentsHowever they still haqve $that they received on 6/22/They have botched this contract every which way and now they are blaming meI just want my work completed and I am not paying the second loan because I did not apply for itNeedless to say nothing has been done since the roof and all Champion is concerned about is the moneyIf they were good contractors they would make this right first by cancelling that second loan they applied for and doing the work they contracted to doIf not, since they received $upfront, the cost of the roof was $ and return $to [redacted] I will then pay [redacted] the$less all the payments I have already made to them.A contractor should never blame a customer for their inter problems that occurredYou should do all that is possible to make this a positive experience for the customerAfter all a happy customer tends to promote more business for them.Regards, [redacted]

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 I have called numerous times to get my concerns rectified Every time I call I am told I will get a call back right away, and this never happens I have talked to customer service multiple times, and have left multiple messages for [redacted] (installation manager), and have spoken to him several times Three times he promised a site visit that day and did not show up and did not call me back I refuse to deal with him anymore The only person I will speak to regarding my issues is the site General Manager If he is unwilling to speak with me directly then there is nothing else to discuss This is by far the least professional organization I have ever dealt with Now they are threatening to void my warranty?? I want the site General manager to call me personally If I do not get a call from him by end of business Friday, 5/i will take this to my lawyer At this point I dont even care about the warranty The way this company is run they will be out of business the next time I need something Regards, [redacted]

Revdex.com: Champion Windows has contacted me and are suppose to install the bow window 1/15/ Regards, [redacted]

All of the adjustments required on the installation have been addressed On June 23, our Service Technician installed approximately 25' of vinyl soffit as originally contracted In addition our Service Technician also wrapped the fascia associated with the soffit The contract has been fulfilled The error came as our Installation Manager was terminated on June 11, and had not scheduled this portion of the agreement to be completed We did rectify this oversight as soon as we could schedule our own Service Technician to personally complete the installation The prior week on June 12, our Service Technician identified a connection in a heating stack that was not properly sealed When the roof was installed the flange sealing the pipe to the roof was completed correctly, but the vent pipe is two pieces We were not able to identify how the connection of the pieces was disrupted, but our Service Technician identified the connection as the point of water entry He resealed the connection with a silicone based adhesive which has stopped the leaking into the home We are willing to install replacement ceiling tiles for the customer if they have any or if not we would consider an alternative solution to replace the ceiling as needed Our Service Technician will call the customer by Wednesday July 22, to come to a solution on the last outstanding item of the damage

This part is on order since July 14, and was backordered for the past weeks as it was not delivered We do expect the part to be delivered by October 6, Once we have received the part we will schedule immediate installation to make the necessary adjustment to the window by installing a new piece of casement window weather stripping

I signed this contract on 6/21/It should not take months to complete and I should not have to pay the extra money because they waited so long to honor the contract and the bank decreased the amount offered to meThey should eat the $as a cost of doing business.; after allChampion caused the problem, I didn't

We have taken steps to try to satisfy this customer fullyPer customer request we completed a service at her home yesterday (March 5) to complete the punch list itemsWe completely replaced the trim that she wasn't satisfied with with new trim at no additional charge and completed the trim around
her window in the bathroomAn additional lead test was performed to prove the presence of lead paint, and the necessity for the lead removal precautions taken during the installationI personally spoke with *** *** yesterday at the completion of the service and she confirmed she was satisfied with everything and everything had been completed to her satisfaction on the interior of the homeThe only remaining item the customer asked from us was to walk around the outside of the house when all the snow melts to make sure all the debris in the gutters and two cigarette butts in the driveway are picked up
Customer has asked for compensationIt is typically not our practice to discount a contract, rather, we will be sure to satisfy our contract and complete any necessary repairs to ensure full satisfactionI did let her know I will consider and discuss and give her a call on FridayThanks

Mr*** door unfortunately was not delivered within the targeted time that it was promised, consequently a full refund has been made

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
My view on Mr ***'s response is this: I recognize that "good business policy" is to state an apology.I find this insincere, however, as I am being called "hostile" upon two occasions in this letter. I am being painted as a person without logic, who does not listen, and who he states offhandedly has a severe health concern.This entire letter also does not address the concerns in the prior one I wrote.It seems like we are just spinning wheels, and the burden is on the consumer to bring over the top "proof" to this company before they will call to action a timely resolutionThis delay only adds to my frustration Mr *** claims he is unaware of "specific details" of our complaints.We have documented perhaps a hundred emails with Mr *** ***, *** ***, *** *** and himselfPerhaps Me *** does not have all these.If he had them, he could definitely see what our concerns have been since October 2014.I have to resorted to act as Foreman myself and had to initiate all kinds of coordination that was not taken care of by Champion in these emailsThe emails we got back were either not helpful ( with partial response), late or non existent, etc)In short, mostly unprofessional. No response came at all from our very detailed complaint letter sent certified to both Corporate ( Mr *** ***)The one sent to Mr *** was not responded to until weeks later and only after we asked for a response! Mr *** also never called me back after I called long distance to his office.I even did a "customer satisfaction report" ( not a good review) and never heard back from that from anyone either!I believe in my complaint of 2/12/I was very specific on many of the points of what is listed and attached to our contractsMr *** addresses none of this.Mr *** claims our siding "was repaired" This is totally false.Here is my eye witness report of what happened that day.*** *** and I were to meet with "***" the foreman of the roofing to go over the job at *** *** Blvd.That never happened, as I discovered a lot of long deep parallel gouges on our east side of our house.I confronted ***It indeed matched up to one of the roofing trucks.After some questioning, He took it upon himself unilaterally to just start ripping the aluminum siding off the house!My husband and I were in shockWe could have even called the police at this point, but did notI asked *** why he was doing thisHe started he just wanted to get this over and be paid ( today).He stated he would go buy new siding .I observed *** to be in a very shaky, hurried state, He had also been drinking Redbull.I stated to *** that it would be proper to include us, the proper ownersin this "action" of his own!I stated that new siding would never match what we had, due to fadeWe therefor declined on this.I did state we may have a temporary fix to use some of our stored siding for repairs.Our renters were coming back and needed to get thru the driveway where all this mess was taking placeRipped off siding was everywhere.So something temporary was what we agreed upon.He agreed to put some of this older siding onI left after he started . When he had gone and I came back, I still could see many areas not done.We heard nothing from Champion about thisWe are questioning if *** even reported this?*** signed "off" basically so *** could get paid ( he was in quite a worked up state about that) We were definitely pressured. I did not sign off, and I am the one who saw and took photos of all the undone work.Champion insisted BOTH of us sign upon initiation of contract, yet Mr *** did not respond to me questioning why only one signature is legal ( IS IT?) upon "sign off" .\Only one of signed off on all the jobs, and we question ( again ) the legality,This having to repeat questions that go unanswered is routine for my experience with ChampionOn;y partial response is the norm here. This is unprofessional, and leads to frustration on the part of the consumer.Mr *** is critical of us for not being more "communicative"This could not be farther from the truthComments and observations like this after proof of all our communication just leads to further disbelief that this Company does not listen , is not professional, and is wary of the consumer ( they are the ones who are in the wrong!).he also is critical that we are not "more specific" .With the departure of Mr ***, we conclude that Champion leaves the customer high and dryNo word of closureIn this response from Mr ***, he points out criticism of our lack of communication over the Holidays Well, Sue's was also dealing with news from Doctors that she has only one year to live! How insensitive of Mr *** to be so critical of usSo this patch of "not hearing back " was also spent in an emergency situation and ChemoAgain, the consumer takes the brunt of being in the wrong and at fault! This is the first assumption Mr *** and Champion go to! Even better, just do not communicate and leave the customers in the dark. it was not to long after the Holidays that our tenants complained about several drafty windows.I first went over and totally interviewed them, and conducted a test I downloaded using incense. I contacted Champion, and THEN learned a new person was "In charge" , Mr ***. Of course, this did upset me that Mr *** left with absolutely no closure for usAlso, Mr *** must not have been made aware of our "pending" case, as he also initiated NO contact with us first. Mr *** agreed to come to assess and I asked him to bring the proper diagnostic tools as it is indicated on the window brochure that Champion had this.I arranged a time, and knew our renters were studying for a major medical exam, so I assured them the inspection would be professional, quick and not intrusive.When Mr *** arrived, he brought with him *** ZThis person said barely a word the entire hour. Mr *** also did not bring any professional equipment, and admitted so. Yes, this frustrated me right from the start.He also launched into a first question to our renter ( who was trying to study in her bedroom). The question was: "Have you observed your curtain moving with the draft since installation in November?"I interjected to Mr ***: "If our renter had observed that, don't you think we would have called you sooner that in January? After quite some "talk" it was then I asked Mr *** to please get to his equipment to measure the draftThen Mr *** chooses to argue over the use of the word "air infiltration" versed Draft with me, He basically put me down for use of what he considered to be an "incorrect " word in the fieldI defended myself by stating I was a consumer, and used the word any consumer would use.Mr *** engages in power play, and again, puts the consumer lower than himselfHe needs to do this to distract the consumer from what should be a professional and objective assessment of a window problem. He does not allow the consumer to be upset or impatient with his very negative persona or by his "talk and no action" approach. Our renter left the room after about minutes, as Mr ***, and his sidekick were basically standing in her bedroom space Mr*** talked a great deal in almost a salesman/lecture tone about windowsThis took up quite some additional time It was a later I asked for specific information on exactly what kind of windows we purchased , with Mr *** only providing us a website and the same vague info off our contract ( not helpful) I am still waiting on that info from the window labels.Mr *** only looked at windows in mainly one roomHe used a spray bottle with some stinky material in itHe did not cycle the furnace to add to the "draft" assessment as per professionals I later contacted. He boldly concluded the windows to be perfect based on hies primitive testing.I bought new draft preventing curtains after he left at our expenseThe renters are now happier. Mr *** could have used a standard test for field measurement of air leakage through installed exterior windows (astm ) I would have accepted his assessment had he used the correct tool. Mr *** also did not respond to my concern that at least one of our windows is photographed by us as having white fiberglass around the frame, and not the "comfort foam" as advertised.Unless we tear out all our windows, how will we know what then others have? Another trust issueAnother unanswerd concern...but then again, I am not providing details, right? Mr *** calls me hostile not once but twice in his responsehe took the full days to reply to the Revdex.com , so I do think he had time to think about what he said, and I would suggest that rather than call a consumer hostile, perhaps better wording would be "very frustrated, upset and very mistrusting of the Company". Mr *** says in his response that his Installation Manager accompanied him to assess for window draftHe explains that this manager is directly responsible for installation when it is completed? In my experience, I have only had a fleeting view of this person the entire time with any of our work on four contracts , and never did he initiate talk to me about problems or concerns.His only communication ( if you call it that ) was by email and only after we emailed firstHis emails very often gave only part response ( similar to what Mr *** has done here) leaving us to re emailOr he would just not get back, and we would have to again re emailMy experience was looking at this manager as being more of a reactive ( not proactive) back seat silent partnerAgain, the consumer is confused with who to go to, as the contract reads the foreman is your first go to personSo what does this Installation Manager do? And why doesn't he cover for Mr *** when he is off for a week on our case? Mr, *** said he was gone and could not get back to us for a weekI guess no cell phone coverage is used by this business, and no coverage periodThis was not the first time we had this to deal withThis happened numerous other time in our dealing with ChampionPerhaps they just do not want to deal with "hostile" customersAnd by dragging this on we of course are happier with the process! Mr *** says he was "curious" if I had received copies of our contracts at point of sale. He questions why I "need" more copies.We had to hand over proof of installation of vents to Foreman ***, as he was unwilling to install them until he saw it on our contractHe took our paper.Also, we had no signed paper for lead test and this led to great confusion to include incorrect billing. We simply asked Mr *** for what Champion had in file. We had trust problems and confusion right from the start.Mr *** , I feel, is using this response to bolster his company"s defense in their missteps, with burden of proof repeatedly asked for over and over from the consumer. He is attacking Mrs*** subtly and overtly by calling her hostile ( twice)This is an attack on her personallyHe is in receipt of her health issue, and does not fully take that into consideration with his stonewalling of progress forward on this caseHe shows up with a major document to sign (unknowingly) for us, and never gives it to us for review, after we tell him we do not go business so "impromtly" and without notice.He then states he is waiting for our response, when in fact Sue had asked him for "two good dates when District Manager " was in town and we could meet...Sue never heard back from Me *** on this.I am the one who witnessed most of the problems, as I am retired and was able to act as a consumer foreman on this jobMy husband was at his work most of the time. So now Mr *** will have to deal with me as he is asking over and over for details he claims he does not know, despite our attempts to document for over monthsHe is refusing ANY settlement until "further review of the problems".This is spinning wheels.I so mistrust this company that even a meeting is under suspectI would prefer everything to be in email and able to be tracked If any meeting occurs, it has to be summarized, with both parties signing off as agreeing to their interpretation. It may need to go to dispute settlementI would agree right now to cut loose from this company and take for gutter , stack repair, and siding issueIncluded would be no further work done on housesI would also like the same offer that came in the mail to our house offering an "Month no interest loan) and have our contract recallibrated for thatThis would bring our full payment due by April, " I would not contact press, insurance, small claims or go to lawyer for pain and suffering With all the snow and cold, any repairs will need to go into late spring ( if they can schedule us in?) and we could still have complaints and issuesI hope Mr *** can agree to thisI am expecting him not to , and to further stonewall usDelay is a great tool to use for "hostile" consumers. Sincerely,*** ***

*** *** had asked for a response by close of business Friday from myself, but I didn't receive his latest reply until this morning at 11:35amI just personally left him a message on his cell phone at 1:45pm asking for a return call so I could work with him to get the roof leak resolved.
I also want to clarify, if my previous response sounded like I was threatening to void a warranty, that wasn't the intentionI was merely stating that Champion will need to address the leak and if responsible for it, make the necessary repairs because we can't have outside contractors servicing our work
I will work with *** *** personally to get this situation resolved
Thank you
*** ***
Division Manager

Revdex.com:I have reviewed the response made by the
business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.phone response - Installer was to mail handle for receipt by Saturday 11/21, still have not seen it as of today.Regards,*** ***

Dear To Whom It May Concern:Champion Window Company of Rochester received notification of the complaint against us that was assigned an ID of *** on Monday, March 16, 2015.In an effort to bring satisfactory resolution to this complaint, we would request an inspection of all the damage claimed by our customer prior to any concession being considered and approvedI requested aninspection of the gutter, stack and siding issues the customer claims during my original visit, as well as offered to put in writing any adjustments that needed to be made to the installationOur customer refused the inspection at that point in time so I informed them I would be willing to come back again once they had time.I contacted our customer again via email on Monday, March 16, to reiterate I, as well as our Regional Vice President, would be willing to meet them in person to inspect the work completed and discuss her concernsAs of this point in time the request has not been responded to or acceptedUnfortunately, Champion Window Company of Rochester, LLC will not be agreeing to any request for compensation via written claims without an in person inspectionWe do hope the customer is willing to meet if they continue to have concerns or adjustments to be made, and all Champion warranties remain in effect as per the written terms of the warranties. Again, we apologize for any inconvenience our customer has experienced and we do hope our offer to inspect and make any necessary adjustments is accepted.Sincerely,*** ***Division Manager

We are currently in the process of completing this job
*** *** is correct that the windows ordered were slightly small for the openingsThis was due to maximum manufacturing sizes for the type of windows they choseBecause this was not communicated we offered to remake
the windows in a different style, which they opted out ofWe did offer a significant contract discount in the amount of $2,250.
On top of this discount, at no charge we ordered them new windowsThe original agreement called for casement style windows in their kitchen, however, they decided they would rather have double hung windows and slider window so that they don't open onto the porch and affect gathering space thereChampion agreed for customer satisfaction we would order these windows at no additional charge
The majority of the delays in this job were waiting for those new windows to come in or waiting for the customer to be comfortable with an installation date that was warm enough outside*** *** agreed with me recently on the phone that he had instructed his wife not to answer our calls or call back because they wanted consistent weather above degreesI also want to note this is completely fine and is their choice, however, also want to make note that we haven't been intentionally making this customer wait for their installation or causing the majority of the wait for the installation as the original complaint alludes.
*** *** is also correct that the initial workmanship at his house was lacking, but I believe he would agree that the current installer is highly recommended and is doing a good jobOur installation manager is emailing *** *** every few days to ask if there are any concerns and he has yet to hear backTo the best of my knowledge, weather permitting, this project will be completing any day now
Per my agreement with ** ***, once the job is complete I will be personally meeting with them to discuss the final paymentI have asked him specifically to gather his heating bills from last year and this year, because if our work caused any extra cost to the customer, we want to take care of that for him.
I am confident this project will be completed very soon and the customers concerns will be addressed as quickly after the completion as possible in the face to face meeting.
Thank you

We spoke with *** *** this morningThe replacement sash was ordered immediatelyThe factory had given a ship date of July 3rd, but the sash did not arrive at our local location yet.
All levels of management are aware and involved attempting to get this part
delivered as quickly as possibleAs soon as the part arrives we will get it installed and certainly are also disappointed in the time frame of this shipment