Champion Window & Patio Rooms

Review: We had new windows installed last September. We have had a lot of rain this year and we noticed the window trim around a few of our windows were discolored. We called Champion and they came out and agreed that our windows were leaking and they would schedule to come out and fix the problem on the leaky windows. The first appointment to repair them was scheduled for May 28th. They called the morning of and said they had to reschedule because the installer called out. The next SEVERAL times they rescheduled, they canceled because of the rain. Then they called to reschedule necause they didnt put us in their appointment book. Then they rescheduled because they were behind on jobs. We finally got them to come out and the guy only did half the windows and said hed have to schedule another day to come out. We took yet another day off work last week to b here, and when they didnt show by 12pm, I called them and again, we werent in their appointment book. I was tired of excuse after excuse so I called Headquarters. They too didnt seem to care. They called Champion in NJ and told them to call me to reschedule. They rescheduled again for today (7-9-13). He got here at about 1045am and without even telling us he was leaving, he gathered his things and left...without COMPLETEING the repairs. Now because of one of the leaky windows, we have mold. We will have someone come out and give us a mold estimate and we expect Champion to pay for it. It has been almost 2 months and we still do not have the wi dows repaired.Desired Settlement: I expect the windows to be repaired, the mold to be treated, and us to be compensated for our time since we have had to take several days off of work.

Business

Response:

This project...(warranty service) was delayed due to weather. All aspects of the repair have been completed. Champion does not compensate for missed work and fulfilled the service/warranty repair at no charge in accordance with the warranty. We have however, sent the customer a $50.00 Visa gift card in consideration of any inconvenience.Thank you[redacted]Division Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. They did finally come out and correct the problem, however, the so-called $50 visa gift card was never received. As a matter of fact, Todd informed us twice that he was mailing out a $50 visa gift card. Once before the job was completed, and then again after the job was completed. I will NOT be recommending Champion to any of my friends or family.

Regards,

Review: I had windows installed on August 27, 2015, at which time damage occurred to a piece of furniture that the installers did not cover. There are burn marks all over the wood from either chemicals or actual heat, I'm not sure which. I immediately called the company and sent photos of the damage, and they kept telling me they would get back to me, which they never did. I was finally able to reach a sales manager on the phone today and he told me the damage was there before the installation and when I disputed this and asked why he wouldn't have called back 6 weeks ago when I initially called he said that he called me to tell me that a month ago. He did not, I have a cell phone and have records showing all incoming calls. He then said he would immediately send me copies of their photos and we could discuss it, and he did not. There is absolutely no doubt in my mind that the furniture was not damaged before the installation, it is extensive damage and I am not a litigious person. I just spent $8400 on windows and simply wanted them to fix the damage they caused, or at least call me back and treat me with respect. I can provide photos of the damage and records of my conversations with them that show the manager never called me when he said he did and the extent of the damage.Desired Settlement: I would like the company to pay to have my furniture refinished. Considering I spent over $8400 on windows I would think they could afford a few hundred dollars to fix the damage that they caused.

Business

Response:

I left a voicemail to go to the residence in question to look at the damaged table on show my pictures. Waiting to hear back from [redacted]

Review: ? 4/29/14 [redacted] from Champion Windows came to our house to show us their product (windows). We agreed to finance $5385 to have windows with screens installed. We paid an additional $150.00 for screen replacement.

? 5/2/14 Measurements for windows & screens were taken.

? 7/2/14 When the installers came, we were notified that one of the windows was delivered to Champion cracked & did we still want it installed. The installer said that the office was aware of this & a new window was ordered. [redacted], the installation manager at the time, verified that the window was on order & would take 2-3 weeks.

? Multiple calls were made to both [redacted] & [redacted] at Champion throughout the rest of the summer checking on our window order. We were assured that the window was still on order. I spoke to [redacted] about our concern that when the windows on the porch were open, the cross breeze caused the screens to pop out. [redacted] said he would have someone come out to replace the screens that did not fit properly.

? 9/18/14 Called [redacted] again to check on the window replacement order. [redacted] said he called the factory to get an update on the window. [redacted] said the factory said that they never received the order. Now the window was re-ordered! [redacted] also said that he ordered the parts to make the screens onsite. [redacted] was also made aware of a terrible film that we cannot remove on all the windows. He said the workmen would take care of it when they came out to install the window & fix the screens.

? 9/29/14 Called [redacted] again to get an update on the replacement window & screens. He said they still have not come in.

? 10/17/14 Called [redacted], Division Manager. [redacted] was made aware of our concerns & was asked for an update. He referred us to either [redacted] or [redacted], both Installation Managers & assured us that this would be fixed & either [redacted] or [redacted] would be onsite to supervise the work.

? 10/20/14 Called [redacted] again who referred me to [redacted]. I called [redacted] but he said he was on a roof doing a job & would return my call in 5 minutes, which he did not.

? 10/31/14 Called [redacted] again & left him a voicemail. No return call. Called [redacted] again & reminded him of my window & screen problem.

? 11/4/14 Called Champion Windows again only to find out by the new office manager, [redacted], that [redacted] & [redacted] were “no longer with the company”. [redacted] informed me that she would be handling my concerns now & that there wasn’t a Customer Service person. [redacted] assured me that the window would be ordered, the screens would be fixed, & the film would be removed from my windows.

? 11/11/14 [redacted] called & said a [redacted] would call in the next day or two to set up an installation time. No call from [redacted]…

? 11/18/14 Called [redacted] at 10:00 to inform her that I never received the call from [redacted] to set up an installation time to install my window. I called back at 1:30 & spoke to [redacted] about an installation time. We agreed that the installation people would be at my house between 8am – 10am 11/19/14.

? 11/19/14 At 11:00 I called to inform [redacted] that no one had arrived as promised. She said she would check on it as she saw the installation people in the office when she came in. Again, no call back!Desired Settlement: 1. Broken window replaced

2. Screens repaired/replaced.

3. Film removed from windows

All to our satisfaction.

Business

Response:

I will be calling customer today and updating you with progress of outcome.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. We received a telphone call from [redacted], a new district manager wishing to resolve our problems. He offered to have workers come out on Dec. 13th but unfortunately that was an inconvenient date due to family obligations. He then offered Dec. 20th which we accepted. I wish to keep this complaint open until the work has been completed to our satisfaction.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Thank you for your follow upon my complaint. Unfortunately the issue has NOT been completely resolved. I called earlier last week to confirm my appt. for Saturday and was left on hold for more than 20 minutes! Saturday, Dec. 20th the installation technician did arrive at my house on time however the window that he brought was not the right size nor did he have the all the supplies that he needed to fix the screens. We were told that the factory is closed now until January so the window & screen supplies will not be available until at least the end of January! This is totally unacceptable to me and I plan to also open a complaint with the NJ Division of Consumer Affairs. Thank you again.

Regards,

Business

Response:

We had an appointment on Saturday, Dec. 20th with Mr. [redacted]. My Field Technician showed up at residence attempting to install the new window. The window was the wrong size (the proper one has been ordered and it will take 4-6 weeks for manufacture & delivery). He also tried to work on screens that customer was not happy with. We need different parts for a successful install and that will be done the same time as the window. We attempted to resolve the matter and would still like to.Thank you,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to keep this complaint open until Champion Windows and Doors can satisfactorily resolve the issues noted.Thank you.

Regards,

Business

Response:

I am not sure why I am being sent a complaint again. I responded to the last complaint on 12/26/14. There has been no change. the window is on order and it should be in within 3-4 weeks. At taht time we will be fixing the remainder of screens.Thanks

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted].

Regards,

Business

Response:

Project was finished today to customers satisfaction. Thank you!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,