Champion Windows, Siding & Patio Room

To Whom It May Concern:   We have received a copy of the above consumer complaint from your office and appreciate the opportunity to respond.   As Mr. [redacted] indicates in his complaint, he contracted with Champion Window Co. of Richmond, LLC on 12/31/15 to build a sunroom, as well as a...

separate contract to install one garden window, at his property.  Also, as indicated the garden window installation was completed as contracted for with no issues.  Mr. [redacted] indicates there was an additional charge for an inspection which is not the case.  Mr. [redacted] did sign a lead acknowledgment that, per EPA guidelines, if the home tested positive for lead there would be an additional charge of $** for the window opening.  We did not need to use lead safe guidelines for Mr. [redacted]’ home and therefore he was never charged the additional $**.  Mr. [redacted] was only charged, and subsequently only paid, the original contracted price of $[redacted]. The sunroom contract dated 12/31/15 indicated that Mr. [redacted] would build the deck and sub-floor that Champion would subsequently build our sunroom on.  We also indicated Champion would apply for the necessary building permits on the sunroom.  It was discovered that in order to obtain a building permit for the sunroom as contracted for, Mr. [redacted] would first need to allow the city to perform a survey of his property to determine if the plans met the setback requirements.  Mr. [redacted] did not want to allow the city to perform the survey of his property and therefore requested the plans for the sunroom to change so that a survey would not be required.  Per Mr. [redacted]’ request, Champion re-did the plans and this changed the scope of his contract which Mr. [redacted] signed on 3/9/16.  The continued delays in moving forward have been due to Mr. [redacted]’ failure to complete the deck to code as outlined in the contract that would allow Champion to begin the sunroom construction.  Therefore, it was determined Mr. [redacted] had not finished the work he agreed to contractually and the contract was cancelled per the letter dated 2/2/17.  Champion incurred expenses during this time waiting for Mr. [redacted] to complete the deck; however, we refunded Mr. [redacted]’ full deposit of [redacted] so that if, and when, he completes his deck to code he can move forward with another home improvement company.  The contract was contingent of the deck being built to codes which was the responsibility of the [redacted]’ as noted in the contract.  Their failure to do so in a reasonable time resulted in the cancellation and refund of their deposit in full. I can assure you we take our commitment to our customers very seriously and attempted to work with Mr. [redacted] to change the design, per his request, as well as concerns he continued to encounter while building his deck so that we could move forward before ultimately cancelling the contract.  We respectfully ask that this complaint be closed based on the information provided.

Good afternoon, Champion has addressed Ms. [redacted] concerns repeatedly. She contracted us for windows, which she received and paid for.  The windows installed are per her contract with Champion. Unfortunately they are not designed to function under waster, no window is. The windows in...

question are installed in window wells that are full of debris. In the pictures attached you can see the windows are in wells and even see water up in the window glazing area. Window wells must be kept clean and drain properly, the leak is not a function of the window or install it is a function of a improperly maintained window well drain. The windows are functioning perfectly and installed to industry standard. [redacted]

Revdex.com spoke with [redacted] from the business. The customer’s was charged a trip fee per the terms of his warranty. While this fee may have increased over the years as prices changes a trip fee has always been part of the contract. It may have been waived in the past, but it is not new information. The...

customer’s warranty is still in tack but he has a pass due bill and the business will not service the customer’s home until his bill has been paid to the business.

A proposal for was put together for siding [redacted] and after the remeasure by Champions installation manager it was determined the factory rep made over a $12,000 mistake in his...

pricing.  Our contracts are not valid until after the measure has taken place and signed off on by an authorized officer. After looking into other options that might be available and talking to [redacted] I decided not to sign off on the job because of the huge error our factory representative made.   I talked to [redacted] about this and explained to her exactly how big the mistake was. I understand she is frustrated by this situation but an error that big in pricing makes it impossible for me to approve it. The factory representative who estimated the job was new and very soon after he put together this proposal he took a job working for one of our competitors. I was never able to find out the reason he made such a large error.  I was hoping we could work out something with [redacted] but she insisted that we do the job even knowing the huge error that was made. The reason we have our installation measure the jobs is so we can avoid mistakes whether it was over pricing a job or under pricing the job. This ensure that our customers know they are getting quality work at a fair price.

To Whom It May Concern:   We have received a copy of the above consumer complaint from your office and appreciate the opportunity to respond.   As Mr. [redacted] indicates in his complaint, he contracted with Champion Window Co. of Richmond, LLC on 12/31/15 to build a sunroom, as well as a...

separate contract to install one garden window, at his property.  Also, as indicated the garden window installation was completed as contracted for with no issues.  Mr. [redacted] indicates there was an additional charge for an inspection which is not the case.  Mr. [redacted] did sign a lead acknowledgment that, per EPA guidelines, if the home tested positive for lead there would be an additional charge of $39 for the window opening.  We did not need to use lead safe guidelines for Mr. [redacted]’ home and therefore he was never charged the additional $39.  Mr. [redacted] was only charged, and subsequently only paid, the original contracted price of $2,333. The sunroom contract dated 12/31/15 indicated that Mr. [redacted] would build the deck and sub-floor that Champion would subsequently build our sunroom on.  We also indicated Champion would apply for the necessary building permits on the sunroom.  It was discovered that in order to obtain a building permit for the sunroom as contracted for, Mr. [redacted] would first need to allow the city to perform a survey of his property to determine if the plans met the setback requirements.  Mr. [redacted] did not want to allow the city to perform the survey of his property and therefore requested the plans for the sunroom to change so that a survey would not be required.  Per Mr. [redacted]’ request, Champion re-did the plans and this changed the scope of his contract which Mr. [redacted] signed on 3/9/16.  The continued delays in moving forward have been due to Mr. [redacted]’ failure to complete the deck to code as outlined in the contract that would allow Champion to begin the sunroom construction.  Therefore, it was determined Mr. [redacted] had not finished the work he agreed to contractually and the contract was cancelled per the letter dated 2/2/17.  Champion incurred expenses during this time waiting for Mr. [redacted] to complete the deck; however, we refunded Mr. [redacted]’ full deposit of [redacted] so that if, and when, he completes his deck to code he can move forward with another home improvement company.  The contract was contingent of the deck being built to codes which was the responsibility of the [redacted]’ as noted in the contract.  Their failure to do so in a reasonable time resulted in the cancellation and refund of their deposit in full. I can assure you we take our commitment to our customers very seriously and attempted to work with Mr. [redacted] to change the design, per his request, as well as concerns he continued to encounter while building his deck so that we could move forward before ultimately cancelling the contract.  We respectfully ask that this complaint be closed based on the information provided.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Champion did not honor the contract that was signed. Unfortunately, I was misled when I signed the contract.
Regards,
[redacted]

This complaint was entered while we were still working on the project. All of the concerns have been taken care of. We removed ridge cap and installed new ridge vent and cap. The painted chimney flashing was removed and new flashing was installed. Purchased matching leave guard and installed....

Shingles checked by separate roofer and verified they were installed properly. We left message for the homeowner to contact us if there are any further concerns.

Mr. [redacted] purchased a gutter project from us on July 10th, 2017 from our in-home representative. Champion purchased an aerial measure of the project on July 11, 2017. The contract that Mr. [redacted] signed clearly explains the buyer's right to cancel, by law. Our contract also clearly explains that the...

buyer has the ability to cancel the project anytime prior to install for additional fees.The contract, signed by Mr. [redacted], clearly states that the buyer may cancel after the 3 day right of rescission with a *% fee as long as proper notification has been made prior to the re-measure date. The re-measure date was July 11th, 2017 and was performed by [redacted]. The contract also clearly states that the customer will pay **% of the contract if the contract is cancelled after the re-measure date and prior to the installation date.Mr. [redacted] purchased the project on July 10th, 2017 and decided to cancel the project on August 15th, 2017.Champion is well within our rights, as spelled out by the contract, to withhold **% of the project.

High pressure sales at customer's home. Replaced falling apart storm windows for several years. Incorrect measurements, poor installation, inferior products. Always late for appointments. Loud music, yelling and talking at customer's home. Several installers angry, cursed, and rude when customer requested quiet. Champion ignored damages to 24 large wooden window frames plus scratched and dented metal siding although stated to customer Champion's insurance representative would "be in touch." Customer's right hand badly bruised when poor fitting storm window came crashing down onto right hand. Verbal statements not always kept. Refusal to supply records and dates of work at customers home.

Good afternoon, Champion has addressed Ms. [redacted] concerns repeatedly. She contracted us for windows, which she received and paid for.  The windows installed are per her contract with Champion. Unfortunately they are not designed to function under waster, no window is. The...

windows in question are installed in window wells that are full of debris. In the pictures attached you can see the windows are in wells and even see water up in the window glazing area. Window wells must be kept clean and drain properly, the leak is not a function of the window or install it is a function of a improperly maintained window well drain. The windows are functioning perfectly and installed to industry standard. [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached are docs that I have sent to Champion and headquarters.  The installation was initially delayed by me because of my family's ailments, a mother in law with a broken hip and a brother in law involved in a motorcycle accident.I discussed with [redacted], the original salesman, that I would be back in October and was scheduled for surgery.  As he had stated that this was a two day job, we agreed that they would come out on October 14, 2014 to begin.  The contractor crew came out on October 14, and the contractor lead, [redacted] with [redacted] stated that they could not begin because the downpours and related materials needed to be removed and he was not made aware of this.  This is information that [redacted] was supposed to provide the contractor with, NOT ME.  After the 14th, they returned on October 28th, 2014 to begin the installation.  On the 29th they left around noon because they didn't have sufficient materials to complete the installation.  The measurements were incorrect, they were taken once by [redacted] and a second time by[redacted], also a staff member with Champion.  They then returned on November 11th, 2014 to complete the vinyl siding installation.  While the siding was installed other parts, such as the vents, were not installed correctly and the vent for the kitchen was left open which could allow for rodents to get in.  I was informed by Robert that if I didn't sign the completion certificate, he wouldn't get paid.  Well, I didn't feel this was the contractor's doing so I agreed to sign his form and attached my own document to it and made sure he turned in both the certificate signed as well as my letter.  I have attached it for your records.  [redacted] came to my house on November 19, 2014 to complete the sign off of the job done and told me he had spoken in his office and had agreed to give me a check of $1000 for the delay in completion of a standard two-day job, and the grievances caused by it.  [redacted], myself, and my wife, [redacted], were all present when he made me this offer.  He stated "I'm going to give you a $1000 check for the delay and grievances and you can do what you want with it".On December 5, 2014, the final day of the installation of the vents, [redacted] came back to my house and stated that headquarters had informed him that he could only give me $250.  I informed him to go back to headquarters and explain in detail the reason for the refund and that it was what HE offered me.  On December 9, 2014 I received a check for $250, I sent it back to him with a letter stating that I was not accepting that amount and the reason why.  That is the last I have heard from Champion, I've tried to resolve it by speaking with [redacted] and headquarters, but [redacted] has never once called me back after numerous attempts.  My last communication to headquarters was on December 10, where I sent them a copy of the letter sent to [redacted], also attached, and I have yet to hear from them or the CEO [redacted]. 
Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

On April 3rd Champion met with [redacted] to give her an estimate on windows. She entered into a contract on that day. We are running a promotion for buy 2 windows get 1 free. Because she was purchasing 7, the representative offered her a flat 33% off the entire contract. That decision gave her...

a better deal than what she would have received had he given her 2 free windows. These are custom windows so that requires a down payment. Our contracts are very clear that they can be canceled within 3 days with no charge to the customer. After the 3 days there can be a charge up to 30%. On April 3rd the customer scheduled us to come back to her house to measure for her product on Friday April 7th. The measure technician arrived at her home at the appointed time to find no one home. We tried to reach the customer by phone, she did not return our call for several hours (which meant our technician waited at her home in case she was running late). She then rescheduled her measure appointment to Monday April 10th. When my technician arrived at her home at the appointed time she again wasn't home. My technician had to wait for her for approximately 30 minutes. She then allowed him to measure for her project. That same afternoon [redacted] called our office to cancel her contract. Unfortunately this was beyond the 3 day rescission, as our contract states we refunded her deposit minus the 30% allowed to be kept.

Revdex.com spoke with [redacted] from the business. The customer’s was charged a trip fee per the terms of his warranty. While this fee may have increased over the years as prices changes a trip fee has always been part of the contract. It may have been waived in the past, but it is not new information....

The customer’s warranty is still in tack but he has a pass due bill and the business will not service the customer’s home until his bill has been paid to the business.

Review: April 18, 2014

To whom it may concern;

I am writing to express my concern about honoring a Champion contract which I signed for siding, etc. on 03/14/2014 at Champion Windows and Siding, [redacted] (phone-[redacted], [redacted] cell [redacted]). I am writing to confirm that it is your company policy to honor written agreements. I was very excited and pleased with your product and chose your company to install siding, etc. to my home at [redacted]. My utmost desire is to try and make my home as maintenance free as possible while maintaining the current look of my home (it is a more unique design for the neighborhood)

Listed below is the time-line of events that occurred with your company:

1. March 6, 2014-Met with [redacted], [redacted] on March 6, 2014. [redacted] measured my home and offered a price quote to replace siding, replace front stoop with composite, replace railings, etc., lattice, add trim work to the front of the house and back of the house, replace cedar shakes, gutters and gutter guards, replace all previous siding, and crawl space door. Offered me a 50.00 gift card to [redacted] if I visit the showroom and they would also show me the visualizer of colors on my home.

2. March 14-15-I went to the showroom on March 14, 2014 for a 10:00 a.m. appointment. [redacted] rushed in at 10:30 a.m. I signed a contract at that time and also met with [redacted]. [redacted] was gracious enough to show me different [redacted] possibilities for my gable decorations and also different cedar shake options. We agreed on the price and I signed a contract. I paid part of the down payment and agreed to [redacted] the remainder would be paid by April 13, 2014. Meanwhile the visualizer was not available to me on this day but [redacted] assured me that if I emailed him pictures of the house, he would send me the color options. I emailed him the pictures on March 15,2014. We also discussed in our meeting on March 14 about replacing the old siding. [redacted] told me on March 6, 2014 the price would include taking down the previous siding since moisture may be a problem. In fact, he said it was a good idea to take it off and then put up Champion vinyl to replace. [redacted] explained to me on this date that it was not necessary to take down the previous siding. (It would be too costly and would affect energy/insulation) He stated that the engineer, [redacted], would come to my home and determine the replacement of siding etc. The meeting was rushed because [redacted] said he had to leave to go to the Newport News/Norfolk area so he had another person help him. He stayed in the meeting about an hour. (Fyi- I never received my [redacted] gift card.) Appointment was scheduled for [redacted] to come to my home on March 21, 2014.

3. March 20,2014- [redacted] left me a message saying he had strep throat and would get the visualizer to me the next day.

4. March 21, 2014- [redacted] arrived at my home and re-measured. He stated that the previous measurements from [redacted] were not correct. He stated that he had to go back and talk to [redacted] because of this. I also shared I was still waiting to hear from [redacted] about the color visualizer that I needed to see.

FYI:I sent emails to [redacted] reminding him about the visualizer on March 15, March 17, March 19, March 25, April 3, April 6,April 7, April 8, and April 9. I am still waiting. I also called the local office and talked to [redacted] several times and she stated that she would tell [redacted] I called. I called the local office on these dates: twice on 4/12/2014, 4/11/2014, 4/07/2014, 4/1/2014, 4/22/2014 twice.

5- April 1, 2014-, I called and spoke to [redacted] and said I wanted to see the visualizer before I made the final down payment, which was due April 13, 2014.

6. April 3, 2014- [redacted] called and apologized about not getting back to me. I told him I was sorry he had been sick and hopefully he would be on the mend. [redacted] stated that he had to let [redacted] go. He said [redacted] had under-quoted me a price but was going to stand by the price and not cut any corners to my home. He said he would get the visualizer to me asp so we could get the job done sooner than later. I agreed to send him another email with the picks so he could find it more easily in his in box.

7. April 9, 2014- I called [redacted]. [redacted] stated that he was waiting for some information to come in on the [redacted] and would soon send me the visualizer. He did state that Champion would be losing money on doing this house and he just didn't know if he could do it. I told him I wanted to see the visualizer. [redacted] didn't seem to be as personable and eager as prior encounters.

8. April 11, 2014- I called and spoke to [redacted] at the local office to pay for my remaining deposit amount. She was very nice and took my card information and stated she would email me the receipt.

9. April 12, 2014- I called and spoke to [redacted] at the local office because I had not received my email receipt and I noticed it had not been placed on my card when I looked at my bank information. She told me that [redacted] told her not to process it and that he would call me. She seemed surprised that he had not called me and she shared that he would be out of the office until Wed., April 16, 2014.

I have been very nice and have tried to oblige in every way that I can. I am sure that everyone that I have talked to in the company can tell you the same. I am a retired teacher, and I just want a maintenance free home at this time. I have tried to make good on my obligations and agreements and expect the same from others.

I would like to know these things:

1. When will my payment be processed for the final down payment?

2. When will I receive the visualizer information?

3. When will the work begin?

4. When will you confirm that you will honor the written contract?

5. When will I get my [redacted] gift card?

I would be more than happy to send you a copy of the contract, just let me know. Thank you very much for your time and I look forward to a reasonable, speedy, quality outcome. [redacted] 1[redacted] 10. Sunday, April 13, 2014- The above information was emailed on Sunday, April 13, 2014 to [redacted], CEO, [redacted], manager at Ashland VA office, [redacted], engineer for Champion at Richmond office, [redacted], CFO.

11. Monday, April 14, 2014- [redacted] called and stated that he received my email and knew that [redacted] had received it as well. He stated that he had talked to [redacted] and still felt that he would not be able to do the job. I stated that I wanted to know what [redacted] decided. (The first email I sent out was not delivered to [redacted]---it came back to my inbox as not deliverable) I called the office in Ohio and received his correct email and address. I then sent [redacted] another email asking for his assistance in honoring the contract. [redacted] also said that he was going to refund my deposit and I asked him not to do that.

12. Tuesday, April 15, 2014- [redacted] called and said that the salesperson, [redacted] made extremely serious errors in the proposal. He asked if I thought it was fair to force the Ashland office to do the work knowing it was a mistake and it was not fair to proceed. He said Champion would lose a lot of money on the job and the total job should have been quoted as $35,000-40,000. He also stated that the contract was not valid since a Champion Manufacturing Authorized Officer had not signed the contract even though a Champion Representative had signed it. I told him I knew nothing about why that was not done at the time. I do vaguely remember that they told me a signature was not needed on that line. I told him I still wanted to proceed with everything I had been through. I also told him it was not fair to try to make me feel guilty for promises that were not followed through with. I told him that I felt that [redacted] stalled hoping I would not pay the rest of the deposit by the established date. [redacted] said he would talk to [redacted] again and I thanked him for calling.

13. Wednesday, April 16, 2014- Received the [redacted] Gift Card in the mail. [redacted] called and left a message to call him back. I tried calling twice and left two messages but was unable to talk to him.

14. Thursday, April 17, 2014- [redacted] called and said that he talked to [redacted] and it would be best to refund the deposit on my order. I stated that I would then have to proceed with a formal complaint with the Revdex.com. He said for me to do what I have to do and they would have to do what they have to do. I told him I would be filing the complaint the next day.

15. Friday, April 18, 2014- Email receipt was received from [redacted] at Champion refunding my deposit.

Business

Response:

A proposal for was put together for siding [redacted] and after the remeasure by Champions installation manager it was determined the factory rep made over a $12,000 mistake in his pricing. Our contracts are not valid until after the measure has taken place and signed off on by an authorized officer. After looking into other options that might be available and talking to [redacted] I decided not to sign off on the job because of the huge error our factory representative made. I talked to [redacted] about this and explained to her exactly how big the mistake was. I understand she is frustrated by this situation but an error that big in pricing makes it impossible for me to approve it. The factory representative who estimated the job was new and very soon after he put together this proposal he took a job working for one of our competitors. I was never able to find out the reason he made such a large error. I was hoping we could work out something with [redacted] but she insisted that we do the job even knowing the huge error that was made. The reason we have our installation measure the jobs is so we can avoid mistakes whether it was over pricing a job or under pricing the job. This ensure that our customers know they are getting quality work at a fair price.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Champion did not honor the contract that was signed. Unfortunately, I was misled when I signed the contract.

Regards,

High pressure sales at customer's home. Replaced falling apart storm windows for several years. Incorrect measurements, poor installation, inferior products. Always late for appointments. Loud music, yelling and talking at customer's home. Several installers angry, cursed, and rude when customer requested quiet. Champion ignored damages to 24 large wooden window frames plus scratched and dented metal siding although stated to customer Champion's insurance representative would "be in touch." Customer's right hand badly bruised when poor fitting storm window came crashing down onto right hand. Verbal statements not always kept. Refusal to supply records and dates of work at customers home.

Review: Had contract with them,and it was wrong type of window,more expensive,redid contract and had wonderful installers and things looked great. At time of ordering I showed the salesman the water line on my builder grade windows that SLIGHTLY LEAKED.HE ASSURED ME I would not have any leaking issues with these windows. May 2015 heavy storm and water POURED/GUSHED THRU 2 AND A THIRD LEAKED A LITTLE. ! ICALLED THEM RIGHT AFTER THE FLOOD ANDTHEY SCHEDULED APPT ON JULY 3,I WAS OFF WORK AND THE MANGER CALLED 2 DAYS BEFORE APPT AND SAID NO ONE WOULD BE COMING THEY ARE OFF, I HAD PRIOR TO THIS APPT SENT NUMEROUS PHOTOS OF THE WATER POURING IN AND ASKED HIM WHAT ARE YOU GOING TO DO? HE SAID QUOTE, "WE AREN'T GOING TO DO ANYTHING" I NEVER HEAD FROM THIS COMPANY AGAIN AND LAST NIGHT I HAD ANOTHER HEAVY RAIN WITH WATER GUSHING IN!! LOST WORK TIME BECAUSE I HAD TO CLEAN AND PREPARE FOR MORE RAIN COMING. PLEASE HELP ME!! MY INSULATION ON WALLSIS MOLDY OR BEEN RIPPED OF BY FORCE OF WATER COMING IN.Desired Settlement: I HAVE FULL INTENTIONS OF FILING SMALL CLAIMS SUITE AGAINST THEM IF NOT RESOLVED. I ALSO HAVE LOST A LOT OF INSULATION ON MY WALLS AND WANT THAT REPLACED.

Business

Response:

Good afternoon, Champion has addressed Ms. [redacted] concerns repeatedly. She contracted us for windows, which she received and paid for. The windows installed are per her contract with Champion. Unfortunately they are not designed to function under waster, no window is. The windows in question are installed in window wells that are full of debris. In the pictures attached you can see the windows are in wells and even see water up in the window glazing area. Window wells must be kept clean and drain properly, the leak is not a function of the window or install it is a function of a improperly maintained window well drain. The windows are functioning perfectly and installed to industry standard. [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I signed contract with Champion to have siding installed on my house. Work was supposed to begin on 10/14/14 and 10/15/14. The sub contractor that came with his team to install stated that they were unable to begin putting the siding because they had been misinformed that the downpours of the gutters and vents did not need to be replaced and the siding was able to go up immediately. Upon his arrival he noticed that they infact needed to be replaced so they rescheduled the installation of the siding for 10/28/14 and 10/29/14. On 10/29/14 they quit at noon because of lack of materials. Champion did not measure the house correctly in order to provide the accurate need of material to cover the job, mind you they came out to measure the area twice. They then returned on 11/5/14 and they still couldn't finish the job because one board was missing. On 11/11/14, they returned to complete the job but the vent for the appliance covers was not installed because it was not included with the materials. On 11/19/14 [redacted], Division Manager, came to inspect the completed installation. I made him aware that the vent had not yet been received and that a standard two day job had taken almost a month, and still was not completed. [redacted] stated that he would refund me $1000 for the delay and grievances in dealing with this issue. He also stated that someone would call me by Friday to come by and finish the installation of the vents. Nobody called nor came until yesterday, December 2, 2014, after I left several messages and emails to [redacted] and corporate offices complaining about the fact that no one had shown up to complete the work I had signed a contract for. I have pictures that I can provide to show that the vents were not installed until December 2, 2014 and that they were not properly done. There is a clear gap between the vent and the siding. Today, December 3, 2014, I received a return call from [redacted] stating that he will be coming by to do a final inspection.Desired Settlement: I would like the vent to be properly installed. Additionally, I want the $1000 refunded to me per [redacted].**, the finance company I'm using, has already paid the full amount to Champion without my authorization prior to the completion of the job.

Business

Response:

The job for [redacted] has been completed. The only thing that needed to be fixed after the completion of the job was a hood range vent on the back of the house. This was not on the contract and we usually do not replace them. We did replace it at the request of [redacted]. He was not happy with how it was installed so we went back out and reinstallled it. [redacted] signed off on it saying he was happy. The first time we had the installation scheduled [redacted] rescheduled it because he had to go out of town. It was delayed by [redacted] for almost 2 months. When we finally were able come back out [redacted] sent my crew away again because he stated he needed us done in two days. This was not a sufficient amount of time and we were again delayed by [redacted]. Once we were able to start the job we did have a short delay because we ran out of material and had to order more. This was the fault of our installation manager not ordering enough material but we were back out less than a week later to finish the installation. At that time [redacted] signed his completion certificate for his financing which authorize payment. The issue with the range vent was not discovered until after this but we did fix it in a timely manner. I have a signed completion certificate and a signed service completion from [redacted] stating that everything is completed. I did offer [redacted] a refund of $250 for the 5 day delay in his job but he rejected it. This job would have been completed over 2 months ago if not for the delays caused by [redacted]. We did our best to accommodate [redacted]'s schedule and it is unfortunate that we were short on material but we did make it a priority to get back out as soon as possible. I have been out to the home three times to make sure everything was done and all materials were installed properly.

Two windows were ordered 04/22/2014 and measurements taken 04/29/2014.

I called the company on 5/20 to check the status of the order because we were excited and hoping to get them installed before the end of May. [redacted] checked and told me they had been shipped and a truck was due during the week and another on Saturday and installation for the last week of May should not be a problem.

I heard nothing else from them so called back on Memorial Day Monday, 5/26/2014 and the call was answered by [redacted]. I asked if our windows had come in and he did not know. I asked him he could check the orders and he said he did not know how. I asked him what he was there for. In other words was he just a call taker or what. He blew up at me and said I was "rude and a smart aleck". I was shocked and asked what was rude. He said I had no business asking someone what they were there for or their position. I think it is a legitimate question as I like to know who I am speaking with on the phone and often ask at the beginning of a phone conversation.

Next day, Tuesday 10:01AM, received a call from "Va Call [redacted]" not Champion Windows. It was [redacted] telling me one window had come in but the other had been dropped off in Washington by mistake and when he sent a truck to pick it up it was broken. I asked why he was calling instead of [redacted] or [redacted] as it is usually their responsibility to call customers with order updates. He said that he had worked alone on Monday so that everyone else could have the holiday off and that after my rudeness I would not be dealing with them. The call went downhill from there and I finally lost my temper and called him a name (not a curse word)and said NOW I AM rude and from then on we will not be taking calls from you ([redacted]) again. HE said no one else will be dealing with us and his comment was "You are stuck with me."

My husband then called the Ashland number and talked to [redacted] who is the [redacted]. At 10:46AM [redacted] called , Champion Windows [redacted], and apologized for [redacted] and said she would talk to him. [redacted] Walls is supposed to be what they call the Division Manager.

At 11:12AM I then called Champion’s headquarters in Cincinnati and spoke with [redacted], who said his position is [redacted]. He said the whole company had closed for Memorial Day and was surprised that anyone had answered the phone. [redacted] said he would call Ashland and speak with [redacted] about the incident and that Champion Windows values each and everyone of their customers.

Thursday, 12:58PM, still no word back from [redacted] so I called Cincinnati again. He said he called and spoke to [redacted] in Ashland and never intended to call me back and is not sure what I want from him. I assumed, wrongly, that he would touch base with me after speaking with [redacted] Walls. As far as he is concerned the matter is over since I talked with [redacted] and she apologized. They have our signature and our money. Only hope the one window can last until the other one is remade and shipped to Ashland so this doesn't go on any longer.

We have six more windows to replace in our home and I think my husband may be more inclined to go the D-I-Y route after this job is completed. We have used them before in 2002 and again in 2007. The windows are sliders, we love them and have had no problems but the installation crews were another story. First job had to move an electric outlet and left a hole in the wall and pencil marks on the paint. The second job was not as bad. Third job? Time will tell. Thanks to [redacted] there will not be a fourth job.

Review: We bought complete windows for our house in 2000 that included a Garden and mini bay window, and were told that they were warranted against manufacturing defects for life. We had had many issues with the windows including the total replacement of the bay window and the bowing and leaking of the garden windows. The double hung vinyl window have argon leakage loss and clouding and been replaced. The windows have a design that has an internal spring that comes off while attempting to clean, and the service techs have told us that the new windows have eliminated this problem and fix it by taking a long tool and reinserting it so that the window operates and stays up by itself instead of having to do it manually. Well last year when we called to report that some of the windows that have the aforementioned spring problem fixed they said that we would have to pay a $75.00 trip fee. We had never paid a trip fee and when I refused they lowered it to $37.50, which I still refused to pay as it is a window design problem .I asked to speak to a manage in the fall of 2014 and never got a call back. After two windows have the same spring problem(one that was fixed last year in the fall) I called and asked to speak to the manager who called this time, and said the trip charge stands and now it is $99.00 [redacted] of today??? I told him if that was his final answer, that I was going to report him to your agency and spread the word.Desired Settlement: To re work and fix the window spring that was done in the fall of 2014, and fix the new window that has the same problem with the internal spring that comes loose, and have been told to us was a design problem they have eliminated in their new windows

Business

Response:

Revdex.com spoke with [redacted] from the business. The customer’s was charged a trip fee per the terms of his warranty. While this fee may have increased over the years as prices changes a trip fee has always been part of the contract. It may have been waived in the past, but it is not new information. The customer’s warranty is still in tack but he has a pass due bill and the business will not service the customer’s home until his bill has been paid to the business.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

We have bought the windows in 2000 and have had many service calls ,window replacements etc have have not been charged as per contract submitted to you of our original contract with Champion. We don't feel that all of a sudden now, we are told there is a trip charge and refuse to pay one based on the above reasoning.We have never been told of a trip charge previously over the last 14 plus years and don't think we owe Champion windows anything.We pay all our bills, and think it is ingenuous of Champion to insinuate that we do. We will never agree to pay for a window design problem,which they have admitted to, and now have the same problem with a window they supposedly fixed on their last visit. [redacted]

Business

Response:

Revdex.com spoke with the business. The customer’s outstanding balance from 2014 for $37.50 was charged because of the business’s warranty terms changing. This service would have cost over $900 based off of the terms the customer was provided in 2000 from this business. The business changed these terms and instead of changed the pro-rating fees they began charging a trip fee of $99. This was decreased after concerns from the customer. This has not been paid but this work has been completed. The customer has now brought up another concerns with the window spring. Per the terms of the customer’s warranty terms from 2000 this would be a free service. This is now a service that costs a $99 trip free. The business will offer the customer two options towards resolution. The customer can stick to his current warranty terms were no trip charge will be charged for the service for the window spring. However, the past due balance must be paid in accordance to his current warranty terms, not just the discounted trip fee he currently owes the business before any work will be done. The customer can pay the outstanding $37.50 and the business will wave this service trip fee for this service but the customer must know that moving forward the business charges a trip free of $99 for service calls.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] I have had these windows since 2000, and never paid one cent to have the manufacturing problems stated on my warranty(supplied to you and Champion) fixed without a trip charge of any nature. nor does it state on my warranty that a trip charge is to be paid at any time period in the future.Furthermore,Champion keeps trying to say this is their CEO's new policy of getting a trip charge, and I refuse to pay this based on my warranty and the fact the design problem we are experiencing with our windows have been corrected by Champion on there new double hung windows. Concerning the alleged charge for the trip last year, we are having the same issue with the upper window not staying up in the same window they supposedly fixed. I have never refused to pay a bill that I thought I owe but it is the principle.