Champion Window Company of Rochester

Management in the Rochester office was recently all replacedWe just received notice of this claim this week and have scheduled an appointment with the customer to inspect the house tomorrow, 12/at 12pmWe will get this customer serviced and get the items addressed as soon as possibleOur
apologies that this customer was not addressed sooner by previous management

Mrs*** has been contacted by our Regional Operations Manager to resolve the financing problem which unfortunately has held up the projectWe are still working to reinstate her financing and she is aware of our efforts

In September an agreement was reached with our customer to perform a punch list of items to resolve the outstanding adjustments needed to the original installation of this window project. This agreement included pictures of the areas that we would be working on as well as a detailed
description of the work to be performed. In October this punch list of items was completed by our Service Technician, with the exception of window sash being replaced which we are unfortunately still waiting to have delivered. This punch list included removing an incorrect interior caulk that could be used and replaced with paintable interior on windows. Removing the customer's blinds and reinstalling them while this was being completed. Replacing one upper sash which had a crack in the vinyl. Replacing one sill on the exterior of one window to match the sill installed on the window directly next to it and wrapping the sill with new vinyl clad aluminum. The last item was to inspect a wrap that was completed below a front window of the home to determine why a face nail was used and install a new wrap if it was determined the wrap could have been installed without a face nail.
We also agreed to compensate our customer for the cost of a painter to complete interior repairs to the paint on some of the walls. Once our customer provided the estimate a check was mailed to rectify that compensation. The customer did notify us the check was not received and a new check was mailed out.
Also, after the punch list was completed the customer had additional issues she wanted addressed. The Division Manager did a site inspection with the customer. Our customer had a question about a piece of fluted trim which was installed between two windows during the installation. When the caulk was being cleaned the customer asked the service tech to try and clean a few black marks that were on the fluted trim. These black marks were from the purchase and the piece would have needed to be painted. In the attempt to clean the trim the finish was worn off and now requires the piece to be painted. The customer wanted to the piece replaced and she was informed the piece would not be replaced. The trim is made of MDF and can be painted. The second was a question on the front window where we agreed to inspect the wrap under the window. It was determined a face nail was necessary to hold the window wrap in place as there was no access to the sides of the existing trim due to how the existing siding was installed around it. Our customer then claimed she had an issue with the piece of trim above the same window. When the window was installed the piece of crown trim above the window fell out of the opening as it was never properly secured in place. The material the piece was made of was foam based causing the only method of securing it in would be to drive a fastener through the face of the trim piece. Our installer claims he reviewed this with the customer during the installation in November of and she accepted this as there are other pieces of trim she had already replaced on the front of the house and planned to replace that one to match at some point in the future. When we fastened the trim piece in place a plug was used to fill the hole of the fastener. This filled the hole, but did leave an impression in the foam as it is a separate piece. During the inspection, the Division Manager was not able to determine exactly what was causing the dimple, but agreed to have the Service Technician come out and inspect it in an attempt to provide customer service. Upon inspection, it was determined a plug was used which was creating the dimple and the piece would not be replaced as we did not contract for any exterior trim work other than window wraps. The last concern during the walkthrough was approximately a inch crack in the siding near the back window where the sill had just been replaced. The hole was near the area of the work that was completed so two options were offered to the customer. The first was to locate a new piece of siding and replace it. Unfortunately, the siding color was discontinued about years ago and we are unable to locate a piece. The second option was to take a piece of siding from another area of the home and switch it with the one with the crack. There is an area of siding that looked to be the size needed where the cracked piece could either be cut off and installed or would be hidden by the J-Channel. The customer ultimately refused this solution and requested the whole house be resided. This request was denied as we feel we offered a reasonable solution to the crack in the siding.
We will complete the last item which is to install the sash when it arrives. This will take approximately minutes to switch the sashes.
The customer recently submitted an additional request for compensation related to the siding, additional finish work and the front piece of trim. The Division Manager denied this request, but it has been escalated to our Regional Vice President

This complaint was settled with the customer a few months backI have recently taken over the Rochester office again and the previous management is no longer with usIt appears this complaint was neglected back thenWe mutually agreed with the customer on a discount and have closed this job and
completed the remaining items, including some electrical work

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 if they deliver the window when stated which is not until Oct 6th.  I am very annoyed that this company does not respond to customers personally to keep them informed as to what is happening.    Any other business would have called their customer and told them the window was on back order.    I feel that they are lying just to cover themselves
Regards,
[redacted]

This service is completed. It was done last Wednesday. I apologize for not responding but each time I did he kept re opening it and forgot.

We will certainly get this customer taken care of. Our 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 warranty. As soon as [redacted] let's him...

know which window is needing replacement we will order it and put a rush on it.

We have spoken with the customer's son and will be meeting at the house on Wednesday October 1st to find resolution.

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]

This part is on order since July 14, 2015 and was backordered for the past 2 weeks as it was not delivered.   We do expect the part to be delivered by October 6, 2015.  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.

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.
Champion is still blaming me for their non performance issues. Again I have attached my regular contract, loan and disbursement. They were all approved and initiated on 6/21/17. They are trying to force me to cancel a contract that I still have to pay. Instead of accepting a response about me not having financing, perhaps you should question them about their internal issues. The ones that caused them not to get the work done. Ask them why they had to terminate Bruce Jones and why they could not complete my job in the time the bank gave them.  Ask them why they did not start the roofing until 11/4/17 which was after the financing had expired. I was penalized because of their internal issues and no matter what, I still have to pay [redacted]. Perhaps they should be made to pay the loan then they won't do this to anyone else. Perhaps they can offer some time of restitution for making me go through all of this non sense. Since I have sent this information to you three times, its time some one paid it some attention They failed to comply with the loan contract with [redacted] and therefore they need to make things right. If they don't, I will take this higher because a contractor should never penalize a customer because they are undergoing internal issues. They have not done anything they were supposed to when they were supposed to do it. I will broadcast to the internet and anyone that will listen about how I am being treated if this is not worked out. It is now 7 months later and they still have only completed 1/3 of the project. Perhaps the Revdex.com should verify the real issues and not financing.  
Regards,
[redacted]

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 18,2015. 
Champion Window Company of Rochester does apologize for any inconvenience...

our customer may have experienced with our product, installation, service or overall experience. Although 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 contained. We 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 1017114 and the completion of two roofing projects on 10/24/14 and 10/29/14 respectively, as well as two window project both completed on 11/25/14. 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 them. After all the work was completed, our customer submitted a letter to our office dated November 24,2014 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 $500 settlement. Our 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 requested. On December 18, 2014. our former Division Manager offered to meet in person to further discuss a resolution. Our customer did not respond to that offer until January 19,2015. During that time our Division Manager accepted a position in another office and I took responsibility of Champion Window Company of Rochester. Our customer was understandably upset the individual they had been communicating with was no longerhere so I immediately responded to them at 11 :57 pm on January 19th, 2015 with an offer to meet them the following week. I 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, 2015 at 2:00 pm I met with both of our customers along with my Installation Manager who was directly responsible for the installation when it was completed. Immediately, I was informed one of the homes they no longer had a concern with any drafts and now I would only be inspecting one home. I was taken to the room where the draft was and a tenant was present. I asked the tenant, as she was the one whoclaimed the windows to be drafty. if I could ask her a few questions to start my inspection, which she agreed to. Immediately our customer became hostile as I tried to determine some basic information as to when and where the tenant was feeling the drafts. She felt I was inconveniencing and interrogating her tenant. I 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 draft. I 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 resolution. One 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 had. Ultimately, 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 with. A smoke test was performed, which is how we test for air leakage and drafts. There were no drafts at all on the 5 windows the customer was  concerned with. I 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 before. We 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 started. Our customer then stated my inspection was over and she wanted copies of all of her paperwork. As 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 7,2014. She did confirm they were provided to her, but she wanted me to send them anyway. I did scan and email copies of her paperwork that same afternoon on January 29. 2015 and emailed hard copies of the paperwork to our customer's home address. 
After looking at the windows, I offered to inspect any other concerns they had with the window or roof installation. Our customer refused to share any with me. I 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 35 degrees. The customer refused that offer to document the repair of a small area of flashing on one of the roof installations. Once our customers, our Installation Manager and I were outside, our customer began to yell at me over their disappointment. After 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 me. She continued yelling andtold me she didn't have time tor it at she was fighting terminal cancer. I expressed my regret about her personal health and I understood meeting with me was probably not what she wanted to be doing that day. I 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 resolution. I 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 had. They 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 them. I 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 windows. I was unable to respond until February 10, 2015 as I was on vacation. I did respond by communicating what each aspect of their contract meant and that we sell two different windows, one which is our 1000 Series and one which is our 8200 Series. That 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 them. Our customer has not been willing to do so and a request of a $500 settlement is now an indirect request to the Revdex.com for a $5,000 settlement. Unfortunately, I will not consider any settlement until the customer can tell me what their concerns are with the installation. We are still willing to meet with our customer and to inspect any area of the installation they feel may not be proper. We are also willing to fulfill the flashing adjustment we have previously agreed to complete with our customer. We will fulfill our obligation to warranty the installation of all the product according to the terms of our warranty. We 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 needed. Regardless, 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

Champion hasn't installed roof or skylight because of late season weatherI want my roof and skylight installed

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 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 resolution. This delay  only adds to my frustration 
Mr [redacted] claims he is unaware of "specific details" of our complaints.
We have documented perhaps a hundred emails with Mr [redacted] and himself. Perhaps 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 emails. The 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 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 2/12/15 I was very specific on many of the points of what is listed and attached to our contracts. Mr [redacted] addresses none of this.
Mr [redacted] claims our siding "was repaired" . This is totally false.
Here is my eye witness report of what happened that day.
[redacted] and I were to meet with "[redacted]" the foreman of the roofing to go over the job at [redacted] Blvd.
That never happened, as I discovered a lot of long deep parallel gouges on our east side of our house.
I confronted [redacted]. 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 shock. We could have even called the police at this point, but did not. I asked [redacted] why he was doing this. He 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 Redbull.
I stated to [redacted] that it would be proper to include us, the proper owners. in this "action" of his own!
I stated that new siding would never match what we had, due to fade. We 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 place. Ripped off siding was everywhere.
So something temporary was what we agreed upon.
He agreed to put some of this older siding on. I 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 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 work.
Champion 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 Champion. On;y partial response is the norm here. 
This is unprofessional, and leads to frustration on the part of the consumer.
Mr [redacted] is critical of us for not being more "communicative". This could not be farther from the truth. Comments 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 dry. No word of closure. In 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 us. So this patch of "not hearing back " was also spent in an emergency situation and Chemo. Again, 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 2 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 [redacted]. 
Of course, this did upset me that Mr [redacted] left with absolutely no closure for us. Also, 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 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 [redacted] arrived, he brought with him [redacted] Z. This 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 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 [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 draft. Then 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 field. I defended myself by stating I was a consumer, and used the word any consumer would use.
Mr [redacted] engages in power play, and again, puts the consumer lower than himself. He 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 30 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 windows. This 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 labels.
Mr [redacted] only looked at windows in mainly one room. He used a spray bottle with some stinky material in it. He 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 expense. The renters are now happier. 
Mr [redacted] could have used a standard test for field measurement of air leakage through installed exterior windows  (astm 7830. ) 
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 advertised.
Unless we tear out all our windows, how will we know what then others have? 
Another trust issue. Another unanswerd concern...but then again, I am not providing details, right? 
Mr [redacted] calls me hostile not once but twice in his response. he took the full 10 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 draft. He 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 first. His emails very often gave only part response ( similar to what Mr [redacted] has done here) leaving us to re email. Or he would just not get back, and we would have to again re email. My experience was looking at this manager as being more of a reactive ( not proactive) back seat silent partner. Again, the consumer is confused with who to go to, as the contract reads the foreman is your first go to person. So 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 week. I guess no cell phone coverage is used by this business, and no coverage period. This was not the first time we had this to deal with. This happened numerous other time in our dealing with Champion. Perhaps they just do not want to deal with "hostile" customers. And 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 copies.
We had to hand over proof of installation of vents to Foreman [redacted], as he was unwilling to install them until he saw it on our contract. He 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 [redacted] for what Champion had in file. 
We had trust problems and confusion  right from the start.
Mr [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 personally. He is in receipt of her health issue, and does not fully take that into consideration with his stonewalling of progress forward on this case. He 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 [redacted] 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 job. My 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 6 months. He 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 suspect. I 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 settlement. I would agree right now to cut loose from this company and take 3500 for gutter , stack repair, and siding issue. Included would be no further work done on houses. I would also like the same offer that came in the mail to our house offering an "18 Month no interest loan) and have our contract recallibrated for that. This would bring our full payment due by April, "16.  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 issues. I hope Mr [redacted] can agree to this. I am expecting him not to , and to further stonewall us. Delay is a great tool to use for "hostile" consumers. 
Sincerely,
[redacted]

I signed this contract on 6/21/17. It should not take 6 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 me. They should eat the $2900.00 as a cost of doing business.; after allChampion...

caused the problem, I didn't.

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 $27000.00 with a purchase promotional period of 10/19/2017. This meant that all work had to be completed by that date or no other funds would be made available to them. Champion did not honor the contact, after several attempts of trying to reach them to get the work started, they gave one excuse after another. The original install manager's name was Bruce [redacted] and he told me and [redacted] that he could not start my work, final he gave an install date of 11/2/17.On 11/1/17 I received a copy from Champion corporate headquarters: [redacted] He stated he was trying to facilitate my work getting completed. He also told me that Bruce [redacted] no longer worked for the company and Peter [redacted] was the new install manager 11/2/17  I called Champion [redacted], spoke to George who said he would escalate my service issue.11/3/17 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 11/8/17 I called Bruce [redacted] at [redacted] and at [redacted]. I left a message on both lines. Then 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 message. Later 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 him. On 11/9/17 Jim and Peter came to my house explained that Bruce had not complete a lot of projects and he and his men were terminated. I had to wait until they brought new people on board and trained them before I could get my work completed. On 11/14/17 I started getting collections call from Champion Corporate accounting asking for the balance on the roof. I called Peter [redacted], Jim returned the call saying he would take over the process. He went on for about 20 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 11/20/17. On 11/20/17 nothing happened. I kept getting collections calls. All of this was happening because Champion did not complete their work before 10/19/17. Jim kept calling trying to make this my problem. He explained that he had a contact in [redacted] and that he would call them. On 11/27/17 I got a letter of denial from [redacted] which bothered me because I did not apply for another loan. On 11/28/17 I received another loan agreement.Between 11/28 and 11/30 I kept receiving calls from Jim Johnson about the money. 12/4/17 Jim called again stating the start date for the siding would be the week between Christmas and New Years. He also stated that when everything is complete, I would have to pay $2900.00 to pay off the contract. We argued for quite awhile. Champion 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 payments. However they still haqve $8639.00 that they received on 6/22/17. They have botched this contract every which way and now they are blaming me. I just want my work completed and I am not paying the second loan because I did not apply for it. Needless to say nothing has been done since the roof and all Champion is concerned about is the money. If 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 do. If not, since  they received $13977.00 upfront, the cost of the roof was $10676.00  and return $3301 to  [redacted]. I will then pay [redacted] the$7375 less all the payments I have already made to them.A contractor should never blame a customer for their inter problems that occurred. You should do all that is possible to make this a positive experience for the customer. After all a happy customer tends to promote more business for them.Regards,
[redacted]

We are attempting to contact [redacted] to set up this service. We left him a message on Friday May 23rd at 11:31Am and today, May 28th at 10:11am.
 
I do know it was determined the leak was from the chimney. Champion did not repair or replace the chimney, so it is possible...

that the company who did the replacement did not flash it properly. We will need to inspect the chimney to be sure. As soon as [redacted] returns our call we can determine the cause and if responsible will certainly do everything we can to rectify the situation.
 
If there is in fact a Champion install issue, we will need to resolve that issue in order to keep the warranty in effect. Any outside contractors who touch our work could void the strong warranty that we offer.
 
Please reach out to us as soon as possible so that we can look at the current situation and recommend a solution. 
 
Thanks!

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 18,2015. Champion Window Company of Rochester does apologize for any inconvenience our customer may have...

experienced with our product, installation, service or overall experience. Although 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 contained. We 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 1017114 and the completion of two roofing projects on 10/24/14 and 10/29/14 respectively, as well as two window project both completed on 11/25/14. 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 them. After all the work was completed, our customer submitted a letter to our office dated November 24,2014 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 $500 settlement. Our 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 requested. On December 18, 2014. our former Division Manager offered to meet in person to further discuss a resolution. Our customer did not respond to that offer until January 19,2015. During that time our Division Manager accepted a position in another office and I took responsibility of Champion Window Company of Rochester. Our customer was understandably upset the individual they had been communicating with was no longerhere so I immediately responded to them at 11 :57 pm on January 19th, 2015 with an offer to meet them the following week. I 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, 2015 at 2:00 pm I met with both of our customers along with my Installation Manager who was directly responsible for the installation when it was completed. Immediately, I was informed one of the homes they no longer had a concern with any drafts and now I would only be inspecting one home. I was taken to the room where the draft was and a tenant was present. I asked the tenant, as she was the one whoclaimed the windows to be drafty. if I could ask her a few questions to start my inspection, which she agreed to. Immediately our customer became hostile as I tried to determine some basic information as to when and where the tenant was feeling the drafts. She felt I was inconveniencing and interrogating her tenant. I 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 draft. I 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 resolution. One 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 had. Ultimately, 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 with. A smoke test was performed, which is how we test for air leakage and drafts. There were no drafts at all on the 5 windows the customer was  concerned with. I 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 before. We 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 started. Our customer then stated my inspection was over and she wanted copies of all of her paperwork. As 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 7,2014. She did confirm they were provided to her, but she wanted me to send them anyway. I did scan and email copies of her paperwork that same afternoon on January 29. 2015 and emailed hard copies of the paperwork to our customer's home address. After looking at the windows, I offered to inspect any other concerns they had with the window or roof installation. Our customer refused to share any with me. I 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 35 degrees. The customer refused that offer to document the repair of a small area of flashing on one of the roof installations. Once our customers, our Installation Manager and I were outside, our customer began to yell at me over their disappointment. After 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 me. She continued yelling andtold me she didn't have time tor it at she was fighting terminal cancer. I expressed my regret about her personal health and I understood meeting with me was probably not what she wanted to be doing that day. I 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 resolution. I 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 had. They 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 them. I 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 windows. I was unable to respond until February 10, 2015 as I was on vacation. I did respond by communicating what each aspect of their contract meant and that we sell two different windows, one which is our 1000 Series and one which is our 8200 Series. That 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 them. Our customer has not been willing to do so and a request of a $500 settlement is now an indirect request to the Revdex.com for a $5,000 settlement. Unfortunately, I will not consider any settlement until the customer can tell me what their concerns are with the installation. We are still willing to meet with our customer and to inspect any area of the installation they feel may not be proper. We are also willing to fulfill the flashing adjustment we have previously agreed to complete with our customer. We will fulfill our obligation to warranty the installation of all the product according to the terms of our warranty. We 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 needed. Regardless, 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

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 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 approved. I 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 installation. Our 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, 2015 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 concerns. As of this point in time the request has not been responded to or accepted. Unfortunately, Champion Window Company of Rochester, LLC will not be agreeing to any request for compensation via written claims without an in person inspection. We 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,[redacted]Division Manager

Champion will replace the handle under the terms for of the warranty as explained to our customer.  We will call to schedule as we service  for the our Technician's next scheduled service day in the Syracuse area.