Champion Windows Siding Patio Rooms

I placed an order Aug for windows,siding and a patio doorI was told 4-weeks for windows and 8-weeks for sidingI am now in my eleventh week with no installation dates for any productsI have made repeated calls to several employees including managers who have never given me the courtesy of a callbackThis lack of customer service is unacceptable and I have been trying for over weeks to get some answers

Purchased a Sliding Glass door with a pet door option in The parts on the dog door rusted out and magnets continuously fell out so Champion replaced the dog door portion in At the time, we were told that they would need to return each time the issue surfaced We started calling them in the summer on to try to get them to fulfill their agreement They return out of every or so calls that we make to them They most recently said they had the door ready to be REPLACED but then followed up by telling us that the manufacturer no longer makes the door and they are looking for a new manufacturer We have a warranty on the door so if they are not able to fulfill the warranty, we should be reimbursed The customer service has been the worst that we have ever experienced

Windows were installed in our home in There are a total of windows, casement, double casement with fixed center (large picture windows) and double casement windows The windows were purchased by a previous homeowner, who provided us with all of the original paperwork, including the warranty paper No where on the paperwork that we have does it state the warranty is NON transferable I started calling Champion in January, we had someone come out on Feb 14th, to look at the windowsHe stated that he has never seen anything like this EVERY SINGLE WINDOW has failed He walked around outside, and did not enter our home Then we did not hear anything from them againI had to reach out to them, and after requesting a manager on several occasions, I was told that Champion did not have one Finally, in April, I was told that they did have a new manager After speaking to Franko (manager) he has said that Champion will not stand by their warranty That since we are no

I have attempted to contact Champion Windows numerous times about an issue with one of my windows that are under warranty I have left numerous voice mails to be contacted and have not been contacted

Champion was contracted to install a deck and sun room Two issues quickly developed: Nails used to fasten the decking began to raise and a support post warped significantly Over several months we contacted Champion to describe our concerns We spoke to several people over six months and had a few people come and investigate Each person promised they would get back to us soon but none have

Ms. [redacted],I am in receipt of your letter dated March 4, 2015 as well as the attached consumer complaint from [redacted] [redacted]. I have directed my Patio Room Installation Manager, along with a patio room installation crew, to make arrangements with the customer to visit this job site. At this point, I...

do not have enough information to respond to you with a plan of attack to resolve this issue. However, I am sure that once my manager and crew visit the job site, a swift and judicious resolve will be forthcoming. I will follow-up this correspondence with our final answer, after the job site visit. Sincerely,[redacted]Division Manager[redacted]

Review: I ordered windows from Champion and what I ordered and what I received are two different things. Now Champion is stating that on their copy of the contract it is marked but on my copy of the contract nothing is marked. It would be very easy for them to add to their copy after I had signed it but very difficult for me to erase something from my copy.

They had admitted that it is a mistake on the part of the salesman but now they want me to pick up additional costs so they can fix THEIR mistake.

I feel it is their mistake they should absorb any cost necessary to resolve this issue.Desired Settlement: I would either like a discounted price on the windows they installed which are NOT the windows I ordered or absorb the cost to have the windows I did order installed.

Not that it will ever happen, but I would also like an apology from the division manager, Dave H[redacted] for implying that I was stupid.

I would also like to speak to Mr. Todd D[redacted], the CEO, but have been informed any communication I would send him would be intercepted by Ms. Samar S[redacted]. Ms. S[redacted] is the contact I have been dealing with at Champion and the one who has informed me that they have fulfilled the terms of the contract. I feel the CEO should be informed of how his employees treat their customers.

Business

Response:

[redacted] Revdex.com Serving Western Pennsylvania ###-###-#### Re: Complaint Case # [redacted] Consumer: [redacted] Ms. [redacted] I have received a copy of the complaint and appreciate the opportunity to respond. Ms. [redacted] did make us aware of some concerns with windows that were installed in her home. Ms. [redacted] indicated in her conversations to our office and in her Revdex.com complaint that she expected the grid pattern to be custom made and the grid pattern was only supposed to be on the top sashes of the windows ordered. Ms. [redacted] signed a contract for standard grids (contract is attached). There is no indication on our copy of the contract that the grid pattern should be custom made. Ms. [redacted] did send us a copy of her contract to review, unfortunately her copy has no indication of a grid pattern. The writing must have not transferred through to her copy and we are sorry for the confusion. Our factory representative did admit that he made a mistake and the contract was to read that the grid pattern should only be put on the top sash of the window and the bottom sashes would remain clear, however he did say that there was no mention of a custom grid pattern. We want you to know we try our best to avoid these types of situations. Our contract clearly states verbal promises can cause misunderstandings and therefore the contract constitutes the entire understanding. This is to protect both parties from any miscommunication regarding the work to be performed and product being installed. The terms of our contact are clear. Ms. [redacted] has received the work outlined in the contract and the job has been completed. We certainly understand and appreciate Ms. [redacted] frustrations. Normally, any work done outside the terms of our contract would come at a cost, but because customer service is important to us, we have offered to remanufacture and reinstall the sashes at no cost to Ms. [redacted]. When we spoke with Ms. [redacted] to let her know we would absorb the costs to remanufacture and reinstall the sashes as a customer service gesture and in order to resolve the matter, Ms. [redacted] informed us that she has now gotten custom blinds installed and believes that we should be responsible for the costs to remove these blinds. This is not something we would normally do nor is it something we are prepared to do. The contract clearly states unless otherwise stated, customer is responsible for removing & replacing all window coverings. I can assure you we take our commitment to our customers very seriously and would like to reiterate that we are more than happy to remanufacture and reinstall the top and bottom sashes; however, we are not able to take responsibility for the costs to remove Ms. [redacted]’s custom blinds. We sincerely apologize for any misunderstanding or inconvenience this may have caused. We want you to know we stand ready, willing, and able to address Ms. [redacted]’s concerns per her Champion Warranty now and in the future. Thank you for the opportunity to share our response to this complaint with you. Sincerely, Dave H[redacted] Division Manager

Consumer

Response:

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 belAfter reading the response from Champion Windows, may I please ask you to refer to paragragh 2 Line 1, "I have some concerns". Yes my concerns are what I ordered and what I received are two different things.As the windows were being unloaded from the truck I told the installer that these were not the windows I ordered. I contacted Mr. Pintea immediately and told them of "my concerns" Champion has been aware of "my concerns" since April 19, the date of installation.Please see line 5. They have admitted it was their representative that made the mistake.Please refer to paragragh 3 line 1. I did not receive work outlined in contract.My blinds were ordered to be installed after my windows were installed. And yes Mr. H[redacted] I "assumed" I would receive my windows as ordered so my blinds could be installed after. Anyone who orders custom made blinds knows they have to be hung asap to avoid any issues. So yes I had them hung rather than having issues with them also. When the installers initially came I had all my windows free of all drapes and blinds and all furniture moved. I do not feel I should have to be responsible to have this done again since it is Champions fault that we have this issue.Not wanting to repeat myself, but Champions has admitted it is their mistake, so why should it cost me more money to fix their mistake.

Regards,

Business

Response:

We would like to reiterate that the terms of our contract are very clear. We mutually entered into a legally binding contract that was signed by both parties 2/19/16. Our representative did admit to making a mistake. We explained in our prior correspondence that our factory representative did admit that he made a mistake and the contract was to read that the grid pattern should only be put on the top sash of the window and the bottom sashes would remain clear, however he did say that there was no mention of a custom grid pattern. On the other hand, Ms. [redacted] states that all windows would have to be ordered custom. To get away from the back and forth and even though this is not something we would typically do, in an effort to resolve and move forward with this matter, we did agree Champion was to reorder the windows in the specifications that Ms. [redacted] has requested. We do not complete any work outside the terms of our contract. It clearly states that this contract constitutes the understanding of both parties. This is to protect Champion as well as Ms. [redacted]. It is also not normal practice for Champion to be held responsible for removal of drapes, blinds, or furniture. We are a fair and reasonable company and do not believe this request is either fair or reasonable and it is not something we are prepared to do. We believe we have made a good faith effort to resolve the issue by offering to remake these windows with the grid patterns that Ms. [redacted] has specified at no cost to her. There was no mention of these custom blinds in Ms. [redacted]’s complaints. This is something that should have been discussed with us prior to having them installed. We are more than happy to absorb the costs of remaking the windows as requested. However, Ms. [redacted] will need to take care of the removal of the custom made blinds.

Consumer

Response:

Review: Where do I begin? We chose Champion to put on a new roof, siding, soffit, fascia, gutters and down spouts. They sub contract out which I wasn't aware. The roofers they sent were so unprofessional. They killed numerous plants as well as urinate behind my outdoor fireplace. This is only a few things. 2 weeks after all the work was completed we started to get water in my finished basement. We never had this happen even before all this work was done. We called Champion because something was wrong with the new down spout. All the rain water was being routed right into my game room. Champion took 3 days to come out. They let us borrow a humidifier to dry up the carpets. Along the baseboards on the one wall the carpets were drenched and my dry wall was warping. They refused to fix the problem The stated that wasn't their issue. Are you kidding me? We never had water issues prior to them coming. I pulled up my carpet to find the padding soaked and actual puddles on my sub floor. I'm so upset. We were charged $20 grand for a new roof etc and now I need new carpet. I feel so defeated. We can't afford anything else.Desired Settlement: I would like my carpet pulled up and replaced.

Business

Response:

Mr [redacted],

I appreciate you bringing this concerns to my attention, we all agreed several times to the fact that due to the huge tree in front of your house that is knocking your retaining wall down he rain leader that is buried underground in your property is more than likely cracked therefore we pulled out roots and dirt out of the ground pipe and are not supposed to be there. More than likely the original downspout did not drain properly or not directly into that rain leader since is completely clogged up. we have not responsability of your outside property and we completed what we were contracted out for.

To help you with the water in the basement we came and put in a dehumidifier and on that instance you agreed over the phone to contact a company to repair the busted terracotta drain plugged/broken underground.

I also offered and recently send my service tech to redirect the downspout towards the front of the garage door drainage at our expenses.

We reccomend to get your drainage outside repaired asap.

We have no records of any other incidents.

Respectufully

DM ChampionWindow of Pittsburgh

Consumer

Response:

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.

[Its with great frustration that this matter is not going to be resolved. We have spent over $20,000 on a new roof etc and we are left with mildew, moldy carpets. I have 3 small children that I have to worry about breathing in mold. We do not have the money to replace the carpets because of the amount of money we just gave Champion. We have fixed the down spout run off our selves but the carpets got ruined after the first rainfall after completion of work by Champion. We never I repeat never had water issues in our basement prior to Champion coming to our home. I will be sure to NEVER use Champion for future services and will be sure to tell anyone I know not to use them either. .]

Regards,

Review: On January 30, 2010, I signed a contract with Champion Window of Pittsburgh for the construction of a patio room addition to our home. The contract was in the amount of $24, 485.00. Although the patio room was scheduled to be installed in May, this company did not show up to do the work until August. The men who showed up to do the installation, were not those whom we were expecting. When asked, they said that they were not Champion employees, but subcontractors. It became apparent to both my wife and I that they were not experienced with the product because there were times we could see that they were perplexed about how things were to be put together. It may be because of this that our real problems began. Before the first year was out, the roof of the patio room began to leak. We immediately called Champion and it took several days before someone was at our home to make repairs. Those repairs failed, because the roof continued to leak. Over ensuing years, despite repeated complaints and repeated service/repair calls, the problem has not been solved. A year or two ago, when Champion stated that they would be billing me for service calls, I balked at that reminding the individual who said so that the problem had started no sooner we had the room installed and had been ongoing ever since then, so they have not been billing for the calls. However, the repeated attempts at repairs have proven futile. We've even had leaks from snow on the patio room roof melting: one snowfall resulted in a puddle, 1 inch deep by 6 inches wide, that ran from one side of the patio room to the other. Once we discovered this, we put a plastic kitty litter bucket underneath one of the leaks and filled it two-thirds full and took it to the branch office to demonstrate the severity of the problem. This last year, there were several so-called "experts" sent out, including there "window" man and their "roof" man. who concluded that they would have to tear off the shingles on the back of the house and redo the patio room interface with the house, itself. One of the reasons given was that the crew (those subcontractors I mentioned earlier) only went 4 inches underneath the shingles when they should have gone 18": the people from Champion said that would surely fix the problem. It did not fix the problem at all. In fact, the problem is even worse now. The roof is leaking from one end of the patio room to the other. The rain is dripping not only on the ceramic tile floor, but on furniture, carpeting, our futon, and home decor as well; we have no other place to put these things. We consider this a potential health issue now. The have sent another repair person out twice since that fix, who has resumed the previous program of repair which over the last four years has been shown to be entirely futile . The last time I called about the roof leaking again, which was two or three weeks before the week of Christmas, I was told by the man with whom I spoke that he considered the problem to be of great importance to them and that he would call me to set up another visit just as soon as the weather allowed. December was a rather mild month by Pittsburgh standards, as was much of the first three weeks of January with many days with temperatures in the 40's. Nevertheless, I did not receive the promised phone call. On Wednesday, January 21, I became irate and placed a call via an 888 area code number to what I thought was the home office in Cincinnati, but now believe to have been to the Pittsburgh branch to complain. The woman with whom I spoke, assured me that she would take appropriate measures to see that I would get a proper response: she would send an email to [redacted], VP to return my call. I was disappointed because I had spoken with that gentleman several times in the past, and had not derived any satisfaction whatever. It seems now that the situation has degraded even further. I received no phone call from Mr [redacted] either. Two days ago, on Wednesday, February 11, I did phone the home office in [redacted] I was given a similar story by a woman there who assured me that she would send an email to the woman who was VP of Customer Support, who would either call me that very afternoon, and if not, then the very next day. Once more, what I got in lieu of a phone call and customer support, was no more than a promise.Desired Settlement: he last time I spoke to the man sent for repairs, I inquired about the edge vents that I had had installed in my roof and whether they might be contributing somehow to the problem. (The year previous to purchasing the patio room, I had had a new roof and gutters installed, with a ridge vent and edge vents put in to improve the air circulation in the attic. At the time they were redoing the interface, they were at a complete loss as to what the edge vents were; I had to explain what they were and what their purpose was). He remarked that he believed that they had removed them. I was not pleased, at all, to hear that, so I called the roofer who did the roof and gutters for me to come out and check. He willing did that, but I did not get an answer from him on that. What he did tell me, when I mentioned the leaking patio roof, was that the problem was not going to be fixed by removing and replacing caulking in the roof panels nor by the replacing of the interface with our home. According to him, the problem is primarily caused by the the expansion and contraction of the patio room due to heat and cold and cannot be corrected by caulking. Furthermore, he adds that this problem is aggravated by the fact that slope of the roof is not steep enough to permit water, whether from rain or snow melt, to run off the patio room rapidly enough. I asked him what he thought about rolled roofing (used on flat roofs only). He replied that he worked with that but would not recommend it. (I had already heard the same thing from two companies that specialize in flat roofs.) However, he said that there was a solution. What he said I needed was a membrane roof...another product he was familiar with. He described it as a one-piece roof that could expand and contract as needed...and because it was one-piece roof would put an end to all the leaking we've been dealing with for the last four years. He said that this type of roof was expensive and put the cost of the roof, in our case, at somewhere between $2000 to $3000 dollars. I have faith in this roofer [redacted] Roofing, of [redacted], also a member of the Revdex.com) as his workmanship and service over the last five years is, in my opinion, are worthy of note. (After the patio room was installed, we received mailers from Champion for vertical blinds and wound up spending an additional $1800+ dollars for them.) WHAT WE ARE SEEKING, THAT IS WHAT OUR DESIRED OUTCOME IS, IS THIS: WE WANT TO HAVE [redacted] ROOFING INSTALL A MEMBRANE ROOF OVER OUR PATIO ROOM, REPLACING ANY EDGE VENTS THAT MAY HAVE BEEN REMOVED BY THE CREW FROM CHAMPION, AND THE ENTIRE COST TO BE PICKED UP BY CHAMPION.

Business

Response:

Ms. [redacted],I am in receipt of your letter dated March 4, 2015 as well as the attached consumer complaint from [redacted]. I have directed my Patio Room Installation Manager, along with a patio room installation crew, to make arrangements with the customer to visit this job site. At this point, I do not have enough information to respond to you with a plan of attack to resolve this issue. However, I am sure that once my manager and crew visit the job site, a swift and judicious resolve will be forthcoming. I will follow-up this correspondence with our final answer, after the job site visit. Sincerely,[redacted]Division Manager[redacted]

Review: We ordered windows and a sliding glass door from Champion Windows in April 2015. Within three weeks, the product was in and scheduled for installation beginning of May. When the installers came, the wrong door was ordered (along with a lose handle with stripped screws) so we were told a new one would be ordered and that someone would come and fix the handle. When we didn't hear anything by June 22nd and the handle was still not fixed, I called Champion to check on the status of the door. I was told the door was not ordered. The next day Champion called me back to say I was misinformed and it was in fact ordered but not in. I believe they were lying. Because we could not lock the door, someone did come to the house to fix the handle. I have been going back and forth with no progress and satisfaction contacting both [redacted] location and Corporate in [redacted] A door finally came in two weeks ago but the wrong door was ordered so we are now waiting again. The fact that we get no communication from them and I have to call to find out what is going on is frustrating.Desired Settlement: I am asking for a refund of the cost of the door and keep the door for my inconvenience since it has been almost 5 months and we do not have the product that we ordered and the amount has been paid in full. We did have to finance the amount so Champion has had their money from the beginning.

Business

Response:

To Whom It May Concern,I have received a copy of the complaint and appreciate the opportunity to respond.We did encounter some challenges with Mrs. [redacted]'s project and have been working diligently to correct her concerns. Mrs. [redacted]'s sliding glass door has been re-ordered and is in the process of being shipped to her local Champion of [redacted] While it is always our goal to avoid any problems or inconvenience to our customers, sometimes delays and problems can and do occur with custom home improvement projects such as Mrs. [redacted]'s. I can assure you that we stand behind our product and installation and are committed to addressing any of Mrs. [redacted]'s concerns per her warranty. We certainly understand and appreciate Mrs. [redacted]'s frustrations; however, a complete refund is neither fair nor reasonable. Mrs. [redacted] is receiving the door that was contracted for and any service concerns, now or in the future, are covered under her lifetime warranty. Having said that, we have extended an offer of a dinner gift certificate to Mrs. [redacted] as a customer service gesture and to let Mrs. [redacted] know that her satisfaction is important to us. I can assure you that we take our commitment to our customers very seriously and remain focused on completing Mrs. [redacted]'s job to her satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is still unsatisfactory to me but I have no choice but to wait for my door. I am very unhappy that it has been 5 months and I do not have my door because of Champion Windows' mistakes. I would have been satisfied if the new door had been installed within three weeks (the time it took for the first order). But to have to call after two months and first told that the door had not been ordered and then being lied to saying it was on back order is very unacceptable. I just hope snow isn't on the ground by the time our door arrives. I will NOT be promoting Champion Windows to my friends.

Review: I purchased a Storm door from Champion on March 28, 2015. After 3 weeks they called me and said the door I ordered was not available, so I picked another door. It took me 2 1/2 months to get the door installed, I was not home at the time, but they installed the door and did not put in the screws on the inside hinge, the etched glass was installed incorrectly (etching should be on the inside of the door), and they did not put in all the outside screws. They constantly postponed my service calls, and the store manager would never return my calls. Beginning of June they called making excuses to come and do the repairs, on the day of the repair, the service tech changed my appointment time. I said I could not leave work, he said if I did not take his appointment it will be weeks before he comes back, and he said I did not have to be home. So I agreed, but not willingly! I came home that evening and while I was cleaning the glass I noticed deep scratches in the glass. I called them back again, Manager would not return my phone calls and the service tech would not return my phone calls. So I keep calling until the Manager called me back, now it is September! I am totally furious, I asked to speak to his manager and he said he reports directly to the board of directors for Champion windows. So I asked for the number to log a complaint. He said my glass will be here in 2 weeks, it took 2 months, then the service tech again tries to come when I was not home, but this time I said NO, he has to come when I am home! The day he came he brought a scratched glass, and this glass was scratched more than my glass. I told I don't want that installed, it is scratched more than my current glass. The service tech was very cocky and got smart with me, saying "I can't believe you will not take this glass" in an arrogant nasty tone. My sister and her kids were at my house at the time, and she said she was shocked he spoke to me like that. I called again to complain. I called and spoke to the National Customer Service Coordinator and explained my story. She was very apologetic, she was helping me get closure, but nothing was happening. After multiple calls with her I because I still did not have my replacement. I told her I want to speak to her boss, take your door back and give me my money. She said they do not refund. Now it is October, she called me back and they promised me a new glass, and now with the colder weather my door handle is sticking, so I said they need to also fix the handle. Beginning of November I call the National Customer Service Coordinator and asked what is going on, come get your door and give me my money back. She made a phone call, and they called me to schedule the service call. Champion give me an appointment for 4 to 5 pm on November 25, 2015. She said they will call if any issues, I said call my cell phone because I work during the day, the message I always tell them. November 25th I leave work early for the appointment, and the service tech is on my answering machine saying Champion switched my 12 to 1 pm appointment to 4 to 5 pm without asking him his permission. At 3:15 pm I called Champion asking for the manager, and I am told he is gone for the day, so I asked for the service tech and I am told he is gone for the day. I told them my name and how the service tech lied about my appointment and he is not coming to my house, his message was he would fit me in on Wednesday. I said why didn't he call my cell phone like I said to when I booked the appointment, I got no response. I told the lady my name and I am sick and tired of their [redacted] and for them to come and get their door. At 3:47 pm the service tech calls my cell phone and repeatedly tells me that someone switched my appointment to 4 to 5 pm without telling him and he is in [redacted] measuring a job. I said no, that is not true, my appointment is booked for 4 to 5pm. I said come to my house after you are done, and he said no, he will call me on Wednesday. He can be at my house Wednesday afternoon. I said no, I cannot leave work early again. I said I am tired of the [redacted], I am going to call the corporate office, and he said go ahead, he will call me on Wednesday.Desired Settlement: I asked the National Customer Service Coordinator for a compensation, and she said they do not give them.

I want compensation or take the door back and give me a complete refund!

Business

Response:

[redacted] Revdex.com Serving Western Pennsylvania (412) 456-2700 Re: Complaint Case # [redacted] Consumer: [redacted] Ms. [redacted] I have received a copy of the complaint and appreciate the opportunity to respond. We did encounter some challenges with Mrs. [redacted]project and have been working diligently to correct her concerns. ?While it is always our goal to avoid any problems or inconvenience to our customers, sometimes delays and mistakes can and do occur with custom home improvement projects such as Ms. [redacted].? We certainly understand and appreciate Ms. [redacted] frustrations; however,?a complete refund is neither fair nor reasonable. ? Ms. [redacted] is receiving the door that was contracted for and any service concerns,?now or in the future,?are covered under her lifetime warranty. ? We have reached out to Ms. [redacted] in hopes to complete the job, but Ms. [redacted] has refused to allow the work to be completed. I can assure you that we take our commitment to our customers very seriously and?remain?focused on completing?Mrs. [redacted] job to her satisfaction. It remains our desire to fulfill the contract entered into by Ms. [redacted] and have been ready, willing, and able to do so. Sincerely, Dave H[redacted] Division Manager

Consumer

Response:

Subject: M. [redacted]'s Response for Revdex.com Complaint #[redacted]

Review: This was an email that I sent to the GM [redacted] and installation Manager [redacted] on Dec. 31.

I had a picture window installed on Thursday December 18. While I am very happy with the product and the way the window itself turned out, I am very unhappy with the installation of the window. The installation ultimately ended up scratching my plastic deck railing and staining many of my plastic deck boards that are only a year old. There were also other instances that I wanted to bring to your attention.

The first thing that upset me was that I had to go outside and tell the installers that I wanted the sides of the window spray foamed. When I asked about spray foaming the sides of the window, the installer gave me a response about how the top, middle, and bottom were all sprayed foamed and how he was going to do the sides right before he put the trim on. If this is standard procedure, the way it was expressed to me inferred that he was not going to spray foam the sides until I mentioned it. From the response, I got the sense that they were not going to address the sides at all and were hoping that I would not notice.

The next thing was that the caps on the inside of the window that cover the screws did not match the color of the wood trim that we picked out. The color that we picked out was marked on the order form so I don’t understand why the caps were not painted at your factory to match. Your company says that you make everything there, so I don’t think it should have been a problem. It is a detail that I don’t think should have been missed.

Also, when installing the interior trim, the installer was cutting the trim on the rug in my hallway with no tarps or protection. He made a mess which I had to clean up. Though nothing was damaged, laying a tarp or cutting the trim outside would have made for a better experience.

Next, when the installers were adding the trim to the outside of the window, they would bend the trim and hold it up to see if it fit. If it did not, they would lean the metal trim against my plastic railing and make the cuts that they needed. From leaning the trim on the railings, the trim scratched the top of the railing through the plastic. As a result, we will need to take the railing apart to replace the top rail.

Also, when installing the exterior trim, the sill piece was cut short where the side piece comes down to meet the sill. The gap was approximately ½” – ¾” inch. You could tell that the gap was too big as the other side was cut flush. My grandfather was the one that noticed the mistake. He mentioned to them, why is there a big gap. The installers responded that the back of the trim was flush against the window frame and that there is just going to be a gap there. What this tells me is that they cut the bottom piece to short and they did not want to take the time to redo it. To finish the trim, they filled in the gap with caulking. It is not extremely noticeable but as the gap is on the sill, the caulking could be prone to leak or crack. Luckily the window is under a covered porch so there will likely not be an issue, but the fact is that the installers messed up and tried to hide it. Even when mentioned, they did not address the issue. Being that this happened, it makes me wonder if anything else happened that I did not see.

Once the trim issue happened, we began to monitor the installation closer. Once we began to see issues, the installers were very quick to finish the job. They had the truck running in the driveway while they threw some caulk on the other side of the window frame. The side that we did not see was hastily finished and the caulking was not applied cleanly. You can see in several spots that the last side of caulking was not smoothed out. One side looks good and the other side is hastily finished. You could tell that they just wanted to leave and that they knew that I was not happy.

Before the installers left they were cleaning up and the one guy came inside to ask me if I had an old broom that he could use to clean. What kind of installers would not have a broom? Were they not planning on cleaning at all?

After they left I walked outside only to find that there was paint removed from the house where they had taped the plastic to the house because of the lead paint. I understand that they don’t have the paint to fix it, but nothing was ever said to me. It’s one of those things where I would have been fine with it happening if it was mentioned to me.

Also, after they left, there was a big white spot on my plastic deck that impacted approximately 4 deck boards (see attached image). The spot looks like it is spray paint. This deck was only installed last summer! This is the thing that upsets me the most. My husband tried to remove the spot with dish soap, degreaser and a light cleaning product. He used everything from a sponge to a soft bristle brush to a steel pad. Nothing took the stain off. He then tried to pressure wash it. It is still there (see attached image).

I have been in contact with [redacted] and he came out to see everything for himself on Monday December 29. He said that he would redo the trim and he said that he would replace the deck boards. The deck boards cannot be replaced as they are side fastened and most of the deck would need to be removed.

The only thing that I want is for the cost of the deck boards that are ruined and the cost of the railing to be taken off the price of the window. [redacted] offered to fix the trim, clean the deck and replace the railing but I don’t want anyone touching anything at my house.

Attached are the pictures of everything that I mentioned and the receipts showing the cost of the deck boards and railing. I would like $500 taken off the price of the window to cover the costs. I am hoping that this can be resolved in a timely manner.

This is an email that I sent to [redacted] on Dec. 31 about replacing the interior caps, and leaving everything else alone. He mailed me the caps.

[redacted],

This is [redacted] My husband and I were talking and the only thing that we would like to be fixed is the caps on the inside of the window. You had mentioned that you wanted to have them painted in the shop. Are you going to paint new ones that you have there or are you going to come and remove the ones that are in our window currently? If you are going to use the ones that we have, we can remove them for you and leave them outside so someone can pick them up, unless by us removing them it will void the warranty or something. Please let me know what you would like to do.

Before the installers left they came in for payment. I told them that I was not happy and that I needed to call the company and they would have someone come out to look at the work, but I needed to pay them anyway. I called as the installers were pulling out of my driveway. I spoke to a [redacted] and told her what happened and sent her pictures of the damage. I also cc [redacted] on the email. Here is the email that I sent.

Hello,

This is [redacted] I just got off the phone with you about the instillation of my 2 picture windows. I am unhappy with the way the window turned out. Attached are the pictures. There was a big gap between the bottom piece of trim and where the side comes down to meet it. My grandfather was over here with me and saw it. He said something to the installers and they stated that the back was flush and there was just going to be a gap there. I feel that they cut the trim to short in that area and figured that they would just fill it in with cocking. That is unacceptable. The bottom piece of trim should be bent so that the side piece of trim sits over top of it. They had to lay plastic out because we had lead paint. When they removed the tape from the outside of the house, the paint was ripped off too. They scratched the plastic railing on the deck when they laid the trim pieces on them. There is spray paint on my plastic deck as well. Last the caps that cover the screws on the inside of the window are not the correct color. The installer said that he called his manager and the manager said that he would send a service tech out to fix this. You knew what color the trim was going to be on the inside of the house. I do not understand why they were not already painted the correct color in the factory if you produce the windows. On your contract you state that there is a $89 service fee. I am not paying that. This is something that could have been prevented. Also I know that you do not work on the weekends or at night but I am not talking off work another day for this window. I feel that the window should have been done correctly the first time. I do not want my credit card charged until I am 100% satisfied with the work that was completed. I hope that this can be resolved in a timely manner.

I then called the credit card company and asked them to with hold $500 of my payment to cover the cost of the damage. The credit card company stated that they would hold the payment and that Champion would be notified and would have 45 days to counter. I sent the exact message that is typed above to [redacted] the GM of the company on Dec. 31. He called me about a week later stating that [redacted] would have to be in contact with me. If you read the message that I sent [redacted], I state that I had been in contact with [redacted]. This shows me that [redacted] never fully read the email. [redacted] said that [redacted] would come out to clean the spot. I stated that I did not want anyone from the company touching anything on my house. [redacted] then said that if [redacted] could not get the spot out that the insurance company would have to come out and assess the damage. This all took place in the beginning of January. I heard nothing from the company until the end of January when a lady called and asked why I was withholding $500 from my payment. She said we had you down as paid in full but I see now that you withheld $500. Can I charge your credit card for that amount? I told her no and that I had spoken with [redacted] and [redacted] at the beginning of the month and that they said that they were going to be in contact with me and that I have heard nothing. She said that she would talk to them to find out what is going on. I heard nothing from anyone.

It is now April 20 and I get a call from [redacted] about the $500 payment. It has been over 3 months since this whole thing started. I tried calling him at 5:30pm on April 20th and he was already gone for the day. I left a message leaving my cell phone number. I called him on April 21 at 10:08am and was told that he was not answering the phone. I left a message again with my cell phone number. I heard nothing until he finally leaves me a voicemail on Thursday May 7th at 2:10pm. At this current date, I have not called him back. Why are they only now asking about payment again? Nothing was resolved. I feel that they do not deserve the $500. My deck is still damaged and they have not corresponded with me in a timely manner. They knew that there was an issue and that I with held payment. They had 45 days to give a reply with the credit card company and they did nothing. In my eyes this issue has an easy fix. They need to leave the $500 off my bill and leave me alone.Desired Settlement: I would like Champion to adjust my bill so that it says paid in full, leaving off the $500. I would also like them to quit contacting me on this matter.

Business

Response:

We have communicated to Mrs. [redacted] in the past months that we would be more than willing to repair the problems related to her window installation. This offer still stands. It is our goal to leave our customers with a positive and great experience after choosing Champion as their home improvement contractor. We place a high value on our customer referrals and do not wish for any of our customers to be unhappy with any product installed by Champion.

Consumer

Response:

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.As stated in my original complaint all I want is for Champion Windows is to mark my bill as paid in full, leaving the $500 off the bill. I also want them to never contact me again. I DO NOT want them to fix anything. Regards,[redacted]

Review: My wife and I wanted a sun room built and contacted champion windows. A sales rep came out and showed us brochures. We picked the design we wanted and he drew up the plans accordingly,or so we though. He asked for a down payment of $10,000 to get started. We put this on our credit card and told him we needed to get financed for the rest. He then apparently wrote this up as a cash transaction and left. We contacted our bank for the remainder of the loan and was approved for a portion of what we needed. I then contacted Champion Windows and told them we could not get financed for the rest of the money and we would need to cancel. They told us it was to late the 3 days they gave us to cancel was up and the products were already ordered. The contractors came out and talked to my granddaughter and started to build. We told Champion Windows that we could not get the rest of the money. They said they would help us get financed and contacted [redacted]. We had a three way call and could get approved. They were to send us a contract to read, sign, and send back. I went back to my bank to see if there was anything we could do before we went with [redacted] and found out [redacted] had already given champion $9,000 without our signature. I contacted [redacted] and Champion Windows had to return the money. And now with this on our credit report there was no way we could get a loan at all. My daughter contacted the company in Ohio and a rep came out with a contractor,Joey who was our original rep did not come out as requested. I told him the design was not what we had wanted. He said there was no way we could build what we requested and showed us the plans that he drew up. This was never cleared with us. We thought he drew up what we requested. At that point we could have put a stop to everything and now they are telling me we are trapped into a contract that we never agreed to. The rep should have made sure we could be approved for the remainder of the loan before he so willingly took any money.Desired Settlement: Champion Window should have known it would take longer than 3 days to get approved for a loan. They should have never encouraged us to give a down payment before making sure the loan would be approved. This was a tactic to trap us into a contract so he could receive the commission on the sale. MY credit score was excellent before their little play with [redacted]. Now I have a mark on my credit report that should never be there. I want my credit fixed and want out of the contract.

Business

Response:

In response to the complaint submitted on 9/10/2013 by [redacted] (ID #[redacted]), the room has been installed according to the agreed upon terms, with the exception of installing the glass units for the windows. Unfortunately, the customer is refusing to allow us to finish the work that was contracted. We wait, ready and willing to finish the project and fulfill the contract but can't do so without their cooperation.

Review: I have previously submitted a claim with the Revdex.com with the same company and I thought that everything was settled. ([redacted] and I have been working with [redacted] The last communication that I had with anyone was on May 28 and that was with the Revdex.com. I stated that I wanted Champion to make my bill as paid in full. I have heard nothing since that time from anyone. On Saturday Dec. 26, 2015 I get a bill in the mail from a collection agency on behalf of Champion, for $500. This is the amount the we have been going back and forth on. Like I said, I have heard NOTHING from anyone about this still being an issue. I had the initial work done on December 18, 2014 over 1 year before. This is horrible business practice, asking for payment after complete silence for over 7 months. If there was still an issue, Champion should have sent me something in May or June. I thought that this issue was dealt with and that my bill was settled.Desired Settlement: I would like Champion to make my bill as PAID IN FULL!

Business

Response:

To Whom It May Concern,I have received a copy of the complaint and appreciate the opportunity to respond.We admit that we did encounter some challenges with Mrs. [redacted]’s project in the past. Unfortunately, Mrs. [redacted] has decided to not allow us on to the property to address and correct these open issues. I want to assure you that we stand ready, willing, and able to address any of Mrs. [redacted]’s concerns per her warranty.I want to mention that we take our commitment to our customers very seriously. We certainly understand and appreciate Mrs. [redacted]'s frustrations; however, a refund of $500 is neither fair nor reasonable. I would like to reiterate that we have communicated to Mrs. [redacted] in the past months that we would be more than willing to repair the problems related to her window installation. This offer still stands.

Consumer

Response:

Review: I went to this business and purchased a sunroom my contract states this project would be in a window of 8-11 weeks we purchased it july 2.2015 .called them a couple time to inquire just to be told this day that day e.t.c it is now Nov 3 2015 and the timing of this project is terrible.I called them on 10/26 /15 they said we were the next project and they would be here on 10/29- or 20/30 or definitely 11-2 well then they called

And said 11/3 only to be told they'll come wed 11-4 this is totally unacceptable and very unprofessional.Desired Settlement: Some kind of compensation other than thank you for being so patience.

Business

Response:

To Whom It May Concern: We would like to express our apologies to Mr. [redacted] with regard to the delayed installation of his sunroom. It was not our intension to delay the project or upset Mr. [redacted]. Please contact our office if there are any other questions or concerns. Sincerely, Dave H[redacted]Division Manager

Review: I ordered 20 windows for my home in [redacted]. I had appointments with 3 window companies that day. With each company I discussed the importance of the window grids being the same as the existing to keep with the integrity of the house and the era it was built. The house was built in approximately 1906. The representative, Rick said they could definitely make the grids the same but the grids would be inside not outside like the wood windows that were being replaced. I acknowledged that I understood. Rick wrote up the contract and had a little drawing, I remember asking would they understand that the grids should be long and rectangular not square.. he said yes, they would know and he would be sure of it. A few weeks later they set up for all the windows to be measured. My neighbor let the person in for measurements. A few weeks later installation was arranged. I was not going to be there but my neighbor would be there. I have a system that I can see when someone enters my home. The installers were bringing in the windows and I was so excited. At one point I decided to look to see the windows as they were brought in and noticed that the grids didn't look right. I called my neighbor and asked him if the grids were like the ones in the dining room ... he looked at them and said no they are square. I told him that wasn't right let me speak to the installer. I told him that the windows were not right. He said oh someone punched the wrong buttons when they made them.. but all they had to do was make the top part again ... they would be popped out and new one replaced ... not a problem. He said he would call the office and tell them and someone would contact me. Rick called me a few days after the install, I told him that the windows weren't right but the installer said it wasn't a problem it could easily be corrected. He told me that I signed the contract ... yes the contract that you said they would be sure they understood what was being ordered. He told me that I signed the contract and I said yes I did after you assured me. I can't tell you how to write the contract to relay the message properly about the windows. He told me that he could tell that I was very upset and why didn't we wait until I was home the next week to see the windows and we could talk.... he wanted to make it right. Well, the next thing I know Georgianne from Champion is calling me trying to get me to pay the balance. I told her I wasn't until I spoke to Rick because he knew that the windows were not what I ordered. I was told that Rick was on vacation for a few weeks so I said I wasn't paying the balance because the windows were not right and I needed to speak to Rick. I got Rick's number and didn't call him for 2 weeks, he said he would call me when he got back the next week because he wanted to make things right, after all like I had mentioned to him prior I still had more windows to order. I didn't hear from Rick last week but I attributed that to his being away for a few weeks and the bad weather last week. Today, February 2nd I received a message from Dave H[redacted] Division Manager at Champion calling about the balance... touching base before they handed over my file to collections. He also offered to let me know how much it would cost to get the grids replaced. I don't think so. This is clearly their mistake and it seems that they have told Rick not to call me. I feel bullied and don't like it. They are definitely not trying to wrong their right. There are other consequences I will pay for this mistake. I had plans to file for a historical plaque but can't get it ... window style doesn't conform. Rick has never said I was wrong because he knows I am not.Desired Settlement: At this point I am sick over this. I don't trust them. They are not trustworthy. One of two things should happen. Champion should either remanufacture the top section of the windows and make the grids as they should be and I will pay them the balance or they should take the $8,000 + (I believe .. don't have that info in front of me but it's at least that amount), stop threatening to send my name to Collections and leave me alone. I have perfect credit and they know that from the financing approval. My Mom just passed away and I can't take this stress.

Business

Response:

Re: Complaint Case # [redacted] Consumer: [redacted] Ms. [redacted], I have received a copy of the complaint and appreciate the opportunity to respond. Ms. [redacted] did make us aware of some concerns with her windows that were installed December 16, 2015. Ms. [redacted] indicated in her conversations to our office and in her Revdex.com complaint that she expected the grids to be custom made and the grid pattern was to be determined by the installation manager after the contract was signed. Ms. [redacted] signed a contract for rectangular colonial grids (contract is attached). There is no indication on the contract the grids would be custom made. Our standard rectangular colonial grids were installed in Ms. [redacted]’s home as per the contract she signed on October 15, 2015. We certainly understand and appreciate Ms. [redacted]’s frustrations; however a complete refund is neither fair nor reasonable. We are more than willing to come to an agreement with Ms. [redacted] to help resolve this matter. However, remanufacturing the top sashes of her windows would come at a cost. I can assure you we take our commitment to our customers very seriously and remain ready, willing, and able to address any concerns Ms. [redacted] may have that fall under her Champion warranty; however, the grids she contracted for was our standard rectangular colonial grids and that is what was installed. Thank you for the opportunity to share our response to this complaint with you. Sincerely, Dave H[redacted] Division Manager

Consumer

Response:

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.

As you can see, Champion takes no responsibility for their obvious underhanded business practices. As I stated, there was thorough understanding by the salesperson Rick what was expected with keeping the panes the same as the original. He guaranteed me that his right up of contract was enough and that he would make sure they understood. I don't write the contract, I can only discuss what is expected without knowledge that maybe something else was expected ... I don't control that and had no knowledge of it. The salesperson Rick reassured me that everything would be fine. Champion is being a bully, underhanded and downright thieves. Another point to be made is that I asked Rick, the salesperson about financing a portion ... to be exact $6,000.00. He said yes, that could be done. He proceeded to apply for the financing ... he said Oh you have great credit, they approved you for more, it was either $11k or $12k. I told him I did not want to finance that much. We agreed that I would finance $7,979.00. I have since found out that Champion went into that line of credit that THEY requested and on 12/30/15 charged an additional amount that would max out the amount THEY applied for under my name and credit. This is rather underhanded. They are crooks. I dare they expected ME to pay for correcting their mistake. Let's not forget that I called immediately before one window was installed. Their installer said oh this happens all the time, it's not a big deal they will just remanufacture the top and they can be popped right in. I told him those were not the windows I ordered. One thing to remember is that upon speaking to Rick, he never said that we didn't have the conversation about the window panes being manufactured to match the originals to keep with the character of the house. Champion needs to make good on their mistake and remanufacture the windows as expected. What underhanded crooks they are. Do the right thing Champion. You are way to good at these bullying tactics for me to think this is the first time you've pulled this crap.

Regards,

Business

Response:

Re: Complaint Case # [redacted]Consumer: [redacted]

Response to Consumers Rejection of Response:We were made aware that there was a misunderstanding involving Ms. [redacted]’s financing account. We do sincerely apologize for the inconvenience. We are very sorry this process has not gone as smoothly as either parties would have desired. Please see the attached [redacted] refund receipt. We have refunded the account in the amount of $3021.00 (three thousand and twenty one dollars). While we certainly want and work hard to satisfy our customers, the terms of our contract are clear. The contract that Ms. [redacted] signed clearly states that our standard rectangular colonial grids are to be installed. The contract also states that verbal promises can cause misunderstandings and therefore the contract constitutes the entire understanding. This is to protect both parties from any miscommunication regarding the work to be performed and product being installed. We have fulfilled the terms of the contract. However, because customer service is important we did extend an offer to Ms. [redacted] of a discount off the price for new windows to be ordered with the specs that Ms. [redacted] has outlined in her complaint. Ms. [redacted] refused this, asking instead that we furnish the home with new windows at no cost. This is neither fair nor reasonable. It is our hope that the Revdex.com closes this complaint as the contract has been fulfilled, consumer has the product contracted for, and we have made a good faith effort to resolve with a more than fair offer. Sincerely, Dave H[redacted]Division Manager / Local Partner

Consumer

Response:

Review: Bought front door in 2010 never fit correctly. door rattles. the door does not framed properly. has been here before. called several times for issues. want to charge 99.00 service fee.Has the parts already on truck. Paid $5,390.00 for door and screen door also. Have a lifetime warranty on this. Will not tell anyone anything good about this company. Has made several trips for the same issue nothing has been solvedDesired Settlement: I would like to see this issue resolved without having to pay anything since have a lifetime warranty

Business

Response:

We always service and stand behind our products in the event that they do not function up to Champion's strict standards. The customer is upset because of the 99.00 service charge after 2 years of free service. It is not something we hide from our customers. The charge is written on their contract, and our warranty. If you would like to see the copy of the contract or our warranty we can provide copies to you. Thank you,Dave H[redacted]

Review: We paid $6000 for a new roof and white trim along our roof-line. Keith, the salesperson, came out and was very nice when he was selling us the roof, well that changed quickly when the work wasn't done correctly. We told him we needed the fascia and soffit replaced as our homeowner association required it (and showed him the paper from our homeowners association requiring the work). Keith stated this would be a one day job and everything would be perfect. Last Wednesday, the workers came and I took the day off work. When I spoke to them on Wednesday morning, they stated there is no way this is a one day job and it would take 3 days. When I got home at 2:30 pm on Friday (day 3) there was stuff all over my yard and I called the company as the workers were no where to be found. They stated they were just taking a break (they returned at 4:30pm) and would be finished that evening. We left at 6pm for a wedding and they were still working. Saturday morning we looked at the roof only to find that only the top part of the white trim was replaced (not to mention that there were a few spots that don't look great- raised shingles, sloppy cutting at edges). My husband called the salesperson, Keith, only to be yelled at and told that we were too cheap to have the whole thing replaced and stated per the contract only the "rake" was to be replaced. We have no idea what a "rake" is as we told him we needed the fascia and soffit replaced (while pointing to the roof to explain "all the white trim needs replaced"). Why would we choose to only have the top white trim replaced and leave the bottom trim looking like that? His claim is that we were too "cheap" to replace it all- well if that is true, and we could climb on our roof to replace the bottom trim, why wouldn't we replace the top trim too? That makes no sense. We told him we can't get to the roof which is why we had them do it. We went with a more expensive company because Keith promised us we would be impressed by the work and now he is yelling at us and treating us horribly because they didn't complete the work we requested.Desired Settlement: All we want is for the white trim to be covered just as the top trim is.

Business

Response:

The work was completed Monday 8/3/15 when customer came home from work to make sure we addressed any and all concerns they might have. Thank you