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Champion Window Company of Toledo, LLC.

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Reviews Champion Window Company of Toledo, LLC.

Champion Window Company of Toledo, LLC. Reviews (1)

We sat down with our sales person ([redacted]) and one other sales person (I do not remember his name, I do sincerely apologize) on July 26, 2014. We applied for some financing and signed the financing documents shortly thereafter. We agreed to have our windows done now and the siding done the following winter/spring.

Windows were installed on Tuesday, September 9, 2014, during the install, [redacted] (install lead) noticed that one of our screens was torn and called it in from our front yard.
[redacted], the installer called the shop from our yard to report it and then told my husband a new screen would be installed in about two weeks. He said we did not need to be home to replace the screen, because that work is done on the outside of the home. Many weeks went by and we had no screen and no contact, except from our sales guy,[redacted], wanting to inquire about the experience thus far and about the siding in the future. It was during this time we also noticed a sash in our spare bedroom had been damaged at install. We called to report it and inquire about the screen, but never heard back. So, when I received my customer support survey, I reported these incidents on the survey. We were contacted by the service manager immediately, and this was the first he heard about either thing being damaged. He said he would fit us in to have someone come measure.

[redacted] from Champion came to our house to measure the screen that needed to be replaced and the window sash that was gouged during the install and took the sticker with the item number on it. He told us that it would be about 2-3 weeks and they would schedule a replacement date.

November 7, 2014 - we placed a phone call to Champion to check the status of the order. The lady saw that there was an order, but it has not been fulfilled yet. Immediately after my husband got off the phone with her, he called [redacted] (our sales person) who got first wind of this issue via our conversation at that moment. He told us that he will check on things and give me a call on Monday, November 10, 2014. He also said that if we have any issues from this moment forward, to contact him ([redacted]) directly and he would handle it. He apologized profusely.

Monday, November 10, 2014. my husband received a voice mail message from [redacted] telling him that the products have to be specifically made for our order and asked us for patience. We heard nothing more, until today. [redacted] the service manager called to tell us the order would be in on December 2nd and he would call to schedule the install.
Displeased with the service to this point and feeling like we would look elsewhere for the siding, I called [redacted] to let him know. We were not displeased with him, but we were not made aware the service process would take so long. Not to mention, the install file sat on [redacted] desk (per a previous conversation with Champion) and [redacted] (service manager) never initially received the paperwork for the broken screen. Today, we were made to feel as if we were just being impatient. We weren't. We waited for months without word. We were never told upon the sales visit the service process is long. We have been more than patient.

So upon placing a call to [redacted], at first, he was kind and courteous. I explained that we were told to contact him if we were displeased or had a service issue. He said, "Sure, go ahead." So I explained we were told it would be 2-3 weeks, it had been more than a month and he replied, "I am not sure what a screen matters now, it is December." I reminded him that this issue came about back in July and it mattered then and now. I was very polite, even considering all we have been through with the service thus far. His remarks were quite callous, for someone wanting our business. Perhaps he is having a bad Monday, but after you were told to contact him directly about issues and how apologetic he was, I expected better reception. I inquired as to why he was being so rude to me now after he asked us to call with any inquiries and reminded him I was not being rude nor yelling at him, he replied, "You're right. You're not. Maybe it is because I am doing 70 down the highway and trying to field a call." I responded by saying, "Maybe you shouldn't have answered the call and let it go to voicemail." He responded with, "You're right. Maybe I should have." He could have chosen to send it to voicemail and call me back. Instead, I was nice to him, in spite of how we had been treated thus far and reprimanded in a very cold manner. Not becoming of anyone in sales or customer service.

We hope, should any future service issues occur and we need assistance, we will be handled better and treated nicer. Considering we are spending more than $10,000 at their place of business, you would think we would be treated better regardless of the money spent. We are customers, after all. We will not be getting our siding from Champion, even if they were to sweeten the offer, at this point.

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