Champion Windows & Home Exteriors

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

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,  [redacted], 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, 2015 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] 02/08/2015

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 installed. As 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.

We have received a copy of the consumer's response and appreciate the opportunity to respond.  We understand at the time of this response they are stating that they have not received their refund, but the check has been cut and placed in the mail.  We have checked and the refund should have been received at this time.  We can understand and appreciate the customers concern; however, deposits are applied when the contract is processed.  If the customer chooses to cancel their project within the three day rescission any deposit is refunded in full.  We apologize for any inconvenience this may have caused, but at this time the entire deposit has been refunded.Sincerely,[redacted]National Customer Service Manager

Champion windows has not sent a refund as of yet the check cleared my bank on 3-18-2015 it has taken way to long.Sincerely,[redacted]
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]

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]

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 Mfg. and Supply Co, LLC [redacted] ###-###-####

To Whom It May Concern,Thank you for bringing this customer concern to our attention.  We were aware of Mr.  [redacted]'s concerns and have been working with him to address them.  As Mr. [redacted] stated our Installation Manager did visit Mr. [redacted]'s home to discuss his concerns and review the...

project.  While it is our opinion the gutter installation was completed properly, we did offer to have our roofing installation manager come back out and inspect the other concerns with Mr. [redacted]s roof.  Mr. [redacted] notified us that he did not wish for Champion to come back out.  This was discussed with our Division Manager [redacted] and on 12/2 a message was left for Mr. [redacted] to contact the Division Manager regarding his concerns.  We did not hear back from Mr. [redacted] and left another message on 12/5 asking Mr. [redacted] if he had roofing estimates to discuss.   We left additional messages on 12/9, 12/15, 12/23, and 12/29 with no return call from Mr. [redacted].  We are willing to discuss Mr. [redacted]'s concerns and review his estimates, but to date Mr. [redacted] has not returned our phone calls.  We would ask Mr. [redacted] to please contact our installation department or Division Manager, [redacted], to allow us an opportunity to review any estimates he may have and discuss the resolution he has asked for.Sincerely,[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.]I did in fact buy the handle thru champion as it was part of the dead bolt.   
Regards,
[redacted]

To Whom It May Concern,We have received a copy of this complaint and appreciate the opportunity to respond.  As [redacted] states he did sign a contract on 3/14 with a deposit of $[redacted].  He did contact our representative to cancel on 3/18.  Unfortunately, the deposit check was already...

cashed at that time.  We have honored [redacted] cancellation of the contract, but once the check was cashed we are required to wait for it to clear to refund the deposit.  We apologize if [redacted] was not informed of this and for any inconvenience it may have caused; however, his deposit is being refunded and I confirmed with our accounting department that the check was placed in the mail today.Sincerely,[redacted]National Customer Service Manager

We have received a copy of Mrs. [redacted]'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. [redacted].  Our Installation Manager informed us that he had been expecting a call from the granite company - it appears that he left messages after Mrs. [redacted]'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 [redacted]'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]
As stated in my initial complaint, I was told by Champions sales rep that I would get 80% noise reduction. Salesman came to me house after I made the initial complaint and agreed that I did not receive the noise reduction that I was promised. I have 2 voice mails proving that to be fact from the salesman, also I did not get a 10% reduction in my utility bill as stated by the sales rep either. Both facts are true. Yes they made me an offer to replace 2 windows at the expense of Champion. I also have that on voicemail as well. I can prove my case if you would like me to.  Champion made no such effort to stand behind the agreement that was made with me. I made it very cleat that I only needed noise reduction and utility savings at the time the sales rep came to my house. Yes Champion manager did offer to replace my windows in my entire house at a cost of $[redacted] per window, but in my defense I would have NEVER bought the windows had I known in advance that I was not going to get what I was promised.  Again I have 2 voicemails from the salesman stating that Champion was willing to replace 2 of my windows at Champions expense.  This is a case of total mis-representation on the part of Champion windows.  If Champion did not feel that they were in the wrong, then why did I get an offer to replace any of my windows at the expense of Champion?  I will take this case to court if I have to. I have been deceived and lied to.

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 01/16/2015.  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 [redacted].   I have called [redacted] twice to tell him this, once on 1/20/2015 and 1/22/2014.  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. [redacted]01/26/2015

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 30 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]

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. [redacted]'s picture window was installed on...

Friday 1/16/15 and at that time also discussed her concern with the sink and backsplash.  We did offer a customer service agreement to the [redacted]'s to address those issues and believe the issues have been resolved at this time.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.  I  filed a complaint on 3-19-2015 about a a check they cashed that was a deposit for windows. they cashed my check before wright to cancel. Revdex.com closed my complaint before I have received my check back I was told the check I wrote them in the amount of $500.00 would be destroyed or returned. I was told by my bank the check was cleared on 3-18-2015. My complaint was closed before I received my refund. I just want my money back as noted in reply back from Champion Windows. I want a full refund as outlined in the contract as a right to cancel with in 3 business days. I did that and then was told I would get a full refund. As of 4-9-2015 no refund has been received. I just want a refund. I will contact the media and let everybody that seeks prior business with this co. that they are not worth the waste of money.
Regards,
[redacted]

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

To Whom It May Concern,We have received the consumers rejection stating that they did not accept our response and appreciate the opportunity to respond. With regards to Mr. [redacted]'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 [redacted]'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 60 years and continue to stand behind our product and warranty and continue to be willing to service Mr. [redacted]'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 time. Respectfully,[redacted]National Customer Service Manager

We have received a copy of the complaint from Ms. [redacted] and appreciate the opportunity to respond.  As Ms. [redacted] states she did make a window purchase from us and contacted our office with concerns regarding the performance of our windows.  Our representative has been to the home and...

performed several tests and found the windows to be performing as expected.  Our Division Manager did make an offer to upgrade the windows from double pane to triple pane to satisfy Ms. [redacted] request for additional noise protection, but there would be an expense to upgrade from what was contracted for to another style window.  However, because Ms. [redacted] satisfaction is important to us we did offer to make the upgrade at a substantial discount.  We will reach out to Ms. [redacted] again to discuss in hopes that we can resolve her concerns amicably and under the terms of the contract and warranty.Sincerely,[redacted]National Customer Service Manager