Champion Windows & Home Exteriors

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.First, there was no "offer" made, except to replace the shingles torn during the fastening of the pump-jack scaffold to the roof Champion made no serious effort to correct the issues brought to their attention Their first call to me was at or very near the end of the day Revdex.com complaint response time This indicates a poor effort at customer service and satisfaction Prior to filing this complaint, I asked [redacted] (installation supervisor) to come out and view the job with his boss, but [redacted] elected to bring another installation supervisor instead This screams coverup Their gutter and roofing crews and managers are banned from my property Only those Champion personnel involved with door and/or window adjustments and repairs will be allowed on the property, and only under my supervision Second, I had two different roofing and gutter contractors come out to the house to view the "work" performed by the Champion crew Both contractors found issues I had not noticed before One contractor noticed a corner shingle that was torn due to improper installation of the drip edge The same contractor noticed that the drip edge along the entire rear line of the house had been installed upside down and without the correct fasteners This was pushing the shingles upward at the edge of the roof, making them prone to breakage and ice dams Both contractors noticed broken shingles and incorrect sealing of the corners of the gutters Both contractors also indicated that the gutter installation would not be a "lifetime" installation, because of the incorrect methods used to install the fascia metal and the gutter hangers Both contractors recommended leaving the gutters installed until they fell down, since trying to make adjustments would only worsen the problems and shorten an already curtailed lifetime Both contractors noticed areas of the roof that were leaking These areas had not been leaking prior to the Champion crew's arrival I know this to be fact, since I had spent the previous two months of evenings removing old attic insulation and replacing it with new insulation during all kinds of weather, including heavy rain, with no roof leakage I spent the month after gutter installation working in the attic during multiple evenings finishing out the baffles and adding to the insulation, and noticed the roof was leaking during a light rain.Third, both contractors submitted repair bids, and one of the contractors was hired to complete repairs that were necessary due to the damage caused by Champion's poor installation of the gutter system and abuse of the roof This contractor has been paid the balance of the money that would have been paid to Champion upon successful job completion had there been good workmanship and no collateral damage Champion will receive no further payment from me, since that money was used pay another contractor to correct the problems Champion caused to my roof and gutter system 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] On January 31, 2015, ***, Granite Installer visited my home to evaluate the conditions of replacing of the kitchen sink and repair backsplash [redacted] covered the possibilities of removing the sink my cause cracking of the granite due to the acrylic latex separation If this happen it will become a bigger issue and expense We discuss who the previous Grante Insallers and we will contact them to get information how the drop sink and countertop was initially installed [redacted] also said he will make phone contact to get information too We gave him the name of the company and the installers name who initially in installed my sink and Granite Countertops My husband was able to speak to the previous granite installers We contacted [redacted] to let him know the information regarding the sink replacement Two message left on February 2, and on February 4, 2015, no call back from [redacted] as of this date Kitchen sink and backsplash issues still unresolved, therefore, doesn't resolve my complaint.Regards, [redacted] 02/08/

The refund was sent, but [redacted] never received it So we offered to cut a new check and have him stop by and pick the check up [redacted] came into our office yesterday and picked up his refund check Thank you, [redacted] National Customer Service Manager Champion Window Mfgand Supply Co, LLC [redacted] ###-###-####

Champion has received the response from Ms [redacted] and appreciates the opportunity to respond While we find it unfortunate that Ms [redacted] feels she has been misled we do not make claims guaranteeing what noise reduction a customer would receive since many factors come into play Ms [redacted] lives on a busy street that was also backing up to a highway where significant construction was going on Many of our customers do share with us that they experience a significant amount of noise reduction, but this is never a guarantee considering the various factors and conditions that would impact the noise a homeowner may experience (prior and after install) that have nothing to do with the window or installation Champion stands by our product and installation and there is nothing functionally wrong with the windows installedAs previously offered, as a gesture of customer service we are willing to work with Ms [redacted] on changing out the two windows in question from the double pane windows she contracted for with triple pane or laminate windows; however, we have also alerted Ms [redacted] that even with that change we do not and will not make any guarantees regarding the noise reduction she may or may not experience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10390678, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Delia [redacted] As stated by [redacted] , my picture window was installed and all the outside windows repaired as stated in previous complaint statement.I signed the completion statement for the windows only [redacted] , Installation Manager, wrote up a customer Service Agreement regarding my kitchen sink and backsplash.According to the response Ms [redacted] stated "that she believe the agreement regarding my kitchen sink and back splash has been resolved", that is false The agreement was signed on 01/16/ The agreement was champion to repair chip in Backsplash, repair to consist of grouting side of window, Champion to replace Kitchen Sink due to small dent in bottom Customer to pick out sink at [redacted] or [redacted] ***, contact Champion w/make and Model of sink for purchase Champion to have sink installed upon section of sink On 1/19/2015, my husband and I picked out a sink at *** I have called [redacted] twice to tell him this, once on 1/20/and 1/22/ Mr [redacted] is avoiding me and will not return my call Mr [redacted] stated he knew a reputable company who could install the sink and repair the backsplash The company's name is " [redacted] " in Florence , KY Champion should have taken care of this issue when it happen in the three months time they mess around trying to get the correct picture window replaced I want my sink replaced and backsplash repaired I want champion to contact me ASAP If there is a problem with Mr [redacted] making contact with the company he recommended, then I need to know this so I can contact a company I want this issue resolved Mrs***01/26/

To Whom It May Concern,We have received a copy of this consumer complaint and appreciate the opportunity to respond We do apologize for the delay in Mrs [redacted] receiving the corrected picture window and have since been in contact with her Mrs***'s picture window was installed on Friday 1/16/and at that time also discussed her concern with the sink and backsplash We did offer a customer service agreement to the ***'s to address those issues and believe the issues have been resolved at this time.Respectfully, [redacted] National Customer Service Manager

To Whom It May Concern, We have received a copy of this customer complaint and appreciate the opportunity to respond As Ms [redacted] stated in her complaint she did reach out to our service department and notified us of her warranty claim Her warranty claim was processed and unfortunately there was an extended delay in receiving her sashes We certainly understand and can appreciate Ms [redacted] s frustration We take customer service very seriously and while delays unfortunately can and do occur our communication could and should have been better Our Division Manager has personally reached out to Ms [redacted] at this time to address her concerns and apologize for the delays At this time Ms [redacted] s service has been completed and we believe all issues addressed Respectfully, Karen Miller National Customer Service Manager

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 I filed a complaint on 3-19-about a a check they cashed that was a deposit for windowsthey cashed my check before wright to cancelRevdex.com closed my complaint before I have received my check back I was told the check I wrote them in the amount of $would be destroyed or returnedI was told by my bank the check was cleared on 3-18-My complaint was closed before I received my refundI just want my money back as noted in reply back from Champion WindowsI want a full refund as outlined in the contract as a right to cancel with in business daysI did that and then was told I would get a full refundAs of 4-9-no refund has been receivedI just want a refundI will contact the media and let everybody that seeks prior business with this cothat they are not worth the waste of money Regards, [redacted]

We have received a copy of Mrs***'s rejection to our response and appreciate the opportunity to respond First and foremost, we apologize for any lack of communication or miscommunication with Mrs*** Our Installation Manager informed us that he had been expecting a call from the granite company - it appears that he left messages after Mrs***'s initial attempts to reach him The granite contractor has reached out to Mrs [redacted] at this time as well and will be visiting the ***'s home this Saturday to move forward with correcting the issues agreed upon.Respectfully, [redacted] National Customer Service Manager

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

To Whom It May Concern,We have received the consumers rejection stating that they did not accept our response and appreciate the opportunity to respondWith regards to Mr***'s comment that he asked [redacted] to come out with his boss and [redacted] brought someone else instead indicating some type of "coverup" I would like to note that Mr [redacted] - the gentleman that [redacted] brought with him is the Installation Manager that oversees the entire Installation department and is indeed ***'s direct supervisor If there was another individual that Mr [redacted] would have preferred to come to his home we certainly would have addressed that [redacted] is Mr [redacted] ' supervisor, but Mr [redacted] does oversee [redacted] directly Mr [redacted] also mentions that there was no "offer" made He is correct that we did not make an offer with regards to compensation; however, we first offered to have our own roofing supervisor inspect his concerns and since he refused that we also stated that we would certainly be wiling to review any estimates he received from a contractor of his choice We also left several messages for Mr [redacted] to discuss this, to which he never returned any calls Unfortunately, Mr [redacted] is now stating that he had work completed without ever providing us an estimate and to which we have never agreed to and he has taken it upon himself to reduce his balance to zero At this time Mr [redacted] still has a balance due and we have no recourse but to pursue collections for that balance owed We continue to be willing to consider any costs Mr [redacted] is stating that he spent if we are provided statements of those costs Lastly, Mr [redacted] states that another contractor is telling him his lifetime warranty will not be valid We respectfully have to state that another contractor can not attest to what our warranty will or will not cover - Champion has been in business for over years and continue to stand behind our product and warranty and continue to be willing to service Mr***'s concerns now or in the future However, the warranty is not valid until the balance has been paid in full.We continue to be ready willing and able to work with Mr [redacted] to address these concerns and review any costs he states he made, but are unable to do so if he will not return our calls We believe we have made every good faith effort to address these concerns per the contract and warranty and ask that this matter be closed at this timeRespectfully, [redacted] National Customer Service Manager

Revdex.com:
I am listening to Champion They have said that they would look at the damaged window without charging a service fee to look at it, and then will make a reasonable offer to fix I am waiting to see if they follow through, and what their reasonable offer is.. Regards,
*** ***

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.
Regards,
*** ***

To Whom It May Concern,We have received a copy of the attached complaint and appreciate the opportunity to respond Since Mr& Mrs*** are not the original homeowner or purchaser, there are service fees related to the service work they are requesting on their sunroom Even as the
original homeowner, after years there is a nominal service trip charge for in home service However, as a gesture of customer service we are willing to waive the service trip charge to inspect the ***' sunroom and determine the work necessary to correct their concerns Our service coordinator has reached out to Mr& Mrs*** to determine if they would like us to inspect their sunroom with the service trip charge waived.Respectfully,*** ***National Customer Service Manager

To Whom It May Concern,We have received the consumer concern registered by Mr*** and appreciate the opportunity to respond Mr*** is correct that it did take longer than either of us would have liked to manufacture his replacement sashes However, we will always stand
behind our product and warranty and Mr*** was contacted the end of November to schedule his warranty service and that was completed on 11/ We also waived the service trip charge as a gesture of customer satisfactionAt this time all service issues have been addressed.Sincerely,***National Customer Service 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.First, there was no offer, so there is nothing to review. They sure do take their time to respond to my complaints and Revdex.com complaints. (Pattern of unresponsiveness)Two phone calls do not equal "several" phone calls, so Champion's claim that they called me on several occasions is false. The business card provided by *** *** clearly states that he is an installation manager, and when he came to the house to review the issues, he clearly stated that he was ***'s counterpart in a different installation area. He did not state that he was ***'s supervisor. This makes Champion's claim regarding supervisory status over *** also at the time of ***'s visit. (Pattern of deception)Champion's office opens after I start work and closes before my work day is finished. Calls to *** and to the office after that time are never answered. Therefore, I have been unable to communicate directly with Champion since *** and *** came out to review the issues. Waiting for repairs to the roof was not an option, since it was leaking, and as stated previously, these leaks appeared after Champion's subcontracted gutter installation. The minimal repairs that the subcontracted crew performed by gluing broken shingles back in place actually caused MORE damage that had to be repaired by a professional roofer. The drip edge on the rear roof line was installed upside down, and the contractor I chose to make repairs discovered that on his own. He also noticed a corner shingle that was torn due to Champion's improper cutting and installation of the drip edge in the front of the house. This contractor also pointed out how the gutters were installed improperly, and that removal for full repair would cause more damage and require extra repair. (Pattern of poor workmanship)As for the estimates from other contractors that Champion has not reviewed, only one of them is relevant, and that is the one from the professional who discovered much more damage than I was aware of, since that contractor is the one I chose to repair the damage and fix the leaks caused by Champion's subcontractorsThis estimate was accepted, the repair work has been completed, and the repair bill has been paid. Therefore reducing my balance to zero is the logical conclusion. As a reminder, this complaint would never have been filed had Champion done the installation correctly and not damaged the roof in the process. The idea that Champion's years in business automatically means good work is false. Just look up other Revdex.com complaints against Champion for the same and similar issues. With regard to Ms***'s statement that they will abide by their warranty only if the balance is paid is evidence of no warranty at all, since the needed repairs should have fallen under that warranty. There are Revdex.com complaints about that as well. (Pattern of not honoring warranties)As a result of this experience, I regret having them do ANY work in the first place and will definitely NOT recommend Champion to anyone
Regards,
*** ***

We have been working with Ms*** to address all of her concerns and at this time believe all matters have been addressed satisfactorily We work very hard to avoid any issues with our customers, but unfortunately in home improvement projects problems can occur We apologize that there has been any delay to make sure Ms***'s concerns have all been addressed, but believe the matter has been resolved at this time and continue to remain ready, willing, and able to address any concerns our customer may have in the future Thank you for your assistance in this matter

Thank You,Revdex.com please remove this complaint from there file I may have acted a little hastily before giving them a chance to refund it just made me angry for them to deposit my check immediately after told them I could not do the windows right now.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Yes, I did get my windows, after I wrote to the Revdex.com but, I still think April 28, to October 28, 2014 to get my cloudy windows replaced is outrageous
Regards,
*** ***

Here is our formal response: As stated in our response and Mrs***' follow up, we did agree to waive the service trip fee to inspect their concerns so that we could determine the costs associated with the repair. After inspection of the window in question, we did contact Mr& Mrs*** and let them know the cost for replacement, including installation, was $*** Mrand Mrs*** have refused that and are of the opinion they should receive a Lifetime Warranty even though they are not the original purchaser While we certainly want and work very hard to satisfy our customers (and in this case non-customers), the terms of our warranty are clear Our Lifetime Warranty only extends to the original purchaser Mr*** made an offer to pay $*** and only if we agreed to extend a Lifetime Warranty to Mr& Mrs*** While we appreciate Mr*** extending an offer to pay $***, this is neither fair nor reasonable We are operating within the terms of the warranty and as a gesture of customer service, have already waived the service trip charge of $** We believe we have been fair and reasonable with the ***' and remain ready, willing, and able to make the repairs they've requested at the cost quoted $***; however, we would not be extending the Lifetime Warranty to the ***' since they are not the original purchaser Respectfully, *** ***National Customer Service Manager