Champion Window Company of Rochester

We contacted our customer two weeks ago in regards to the door handle.  The customer did not want to provide the information regarding the service and adjustments necessary at that time.  Last week we called again and was able to identify a resolution.  A new handle is being mailed to the customer for free as a service call and service fee was declined by the customer.

Prior to receiving this complaint we had already informed our customer of two recent changes in our staff.  During this transition a measure or order was not completed for the customer.  We agreed to refund our customer the full deposit.  We apologize for this poor customer experience...

during this time of transition.  We did offer to complete a final measure and order the windows, but did offer the option to the customer to refund her deposit if she did not wish to move forward with Champion, which she accepted a refund. We accept responsibility for this error and lack of communication as we transition with two new employees.

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 find that this resolution is satisfactory to me.  [redacted] who was admittedly a new employee did fix our problem, but for future customers, beware, it took over 4 months and many calls to resolve. I would not purchase champion windows again because of this issue, which could have been resolved alot sooner.
Regards,
[redacted]

Customer was made aware of their options, one option being that the contract may be cancelled if the customer would like to discontinue the contractual agreement. The other option that was offered by Champion was to continue with the job with the understanding that the finance company would require more money to finance any further work to be performed. This was not a requirement of Champions but a requirement of the Finance company. These were the options presented to the homeowner to resolve this unfortunate situation.

Mrs. [redacted]'s windows have arrived at our facility and she will be contacted shortly with an install date.

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.

This was a misunderstanding. I personally spoke with [redacted], who lives with [redacted] and offered for us to come yesterday morning to finish the trim on this window. [redacted] said he wouldn't be home and asked if we could come later in the day, which I agreed to. I let him know our service tech was busy...

most of the day, but could be there in the late afternoon to complete the work. I also told him I would call him at 2:30 pm yesterday to confirm, which I did. My tech arrived at the house as announced around 4pm and completed the trim on the window, satisfying the service request.

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 4:15 PM I received a call from [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 disbursement. Gustavo was very happy because he was able to close the second loan. Patricia did not acknowledge any wrong doing, did not apologize or offer any type of restitution for what they put me through these last 7 months. She 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 me. Pressuring 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:
Champion Windows has contacted me and are suppose to install the bow window 1/15/2017
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, 5/30 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]

We set up an appointment to inspect these windows the day after this complaint came in. Last week we had a follow up appointment where we caulked a few spots around the window and installed covers over the screw holes. We will continue to work with this customer until we can figure out what is...

causing the issue with the windows and get it corrected.

All of the adjustments required on the installation  have been addressed.  On June 23, 2015 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, 2015 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, 2015 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, 2015 to come to a solution on the last outstanding item of the damage.