Champion Windows, Siding & Patio Rooms

As Ms [redacted] states in her complaint; she did make Champion aware that she had mushrooms growing on her siding (the siding was not installed by Champion) and near her Champion windows (installed in 2013) and was concerned about the cause of the apparent water damage causing the fungus growth Our field supervisor visited Ms [redacted] ' home to address her concern and to inspect both the damaged areas presenting the fungus as well as the Champion windows and installation It was noted that prior to the scheduled inspection, Ms [redacted] had removed trim around of the windows in question During the inspection, Champion's field supervisor also observed water damage on other areas of the home's exterior where it did not appear that the siding was properly caulked, sealed, or maintained Based on the inspection and observation, Champion's field supervisor determined, in his professional opinion, that the leak was not caused by the Champion window or the installation but rather appeared to be a result of poor, or lack of, exterior maintenance on the siding Ms [redacted] was not satisfied with Champion's finding and at her request we willingly and immediately filed an insurance claim The insurance company scheduled an independent inspection and performed their own evaluation of the damage in question After their review of the claim and damage to the property; the insurance company also concluded that the damage was not caused by the Champion window or installation and denied the claim Ms [redacted] was sent a copy of the denial letter describing their findings and their conclusion that there was no liability on the part of Champion While we understand and appreciate Ms [redacted] frustration with the issues she has encountering, the damage is not a result of her Champion windows 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 this claim is not one of thoseWe respectfully request that this complaint be closed due to the fact that case has already been reviewed, independently inspected and determined that Champion, the Champion windows or installation are not the cause of the water damage on Ms [redacted] ' home

Complaint: [redacted] I am rejecting this response because:Champion keeps referring to my insurance company and how it doesn’t have any effect on what they doI couldn’t agree moreI reference my insurance company as they are an independent 3rd party with immense experience in roofingBased on their opinion and disappointment I reached out to Champion to attempt to get answers why they are billing us for items not receivedBased on the detailed invoice received the amounts and products are not correct to what we receivedI have asked repeatedly to receive a corrected invoice for the products and services we did receive, with correct amounts, but Champion refuses to do soThey have proceeded with collections process, and that is their choiceI will gladly and instantly pay for the correct quantity of goods services receivedI do not understand why Champion refuses to accept my offer to payI also do not understand why they insist on attempting to defraud us with goods we didn’t receive.I have offered to have an independent 3rd party assess the damage to bathroom ceiling but they deny that as well.Here is my offer: Send an updated invoice with the correct quantities of goods and services receivedAcknowledge that a 3rd party was used to do the install, and this in effect breached the contractI will pay for what we received, less time and effort spent on thisIn addition, the bathroom ceiling will be fixed to my satisfaction by a party I designateChampion must cease and desist all collections, liens, and contact Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the consumer in reference to complaint ID [redacted] , and find that arbitration is necessary

The four remaining windows for [redacted] were reordered with high priority the moment it was realized that the windows were manufactured incorrectly We appreciate the patience [redacted] and his congregation have demonstrated thus far in the process and are sorry and embarrassed for the mistake We agree that every mistake is a negative reflection on our organization but we are very proud of our dedication to getting it correct as we will for [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I hope and pray, that this does not drag on for two (2) more weeks -- before the correct windows arrive for installation As I have personally relayed to multiple representatives at Champion Windows, these windows' installation are but one part of a sequential exterior church improvement project that has had to be repeatedly delayed (i.e., re-stucco of the exterior wall surfaces of the church (including around the yet to be installed windows); repainting of the church's wooden gutter and roof works (which can't be started until the windows and stucco are finished)(, etc Sincerely, [redacted]

Champion also entered into a contract in good faith for replacement windows and patio doors with [redacted] *** Presently Champion has manufactured all units requested within those contracts and is prepared to proceed with the installation and complete the project without exception There was a temporary setback early in the process when one of the windows on the order was rejected by our manufacturing facility because the window fell outside of our standard size limitations The size of that particular window increases the risk of future seal failure and is the reason it was initially rejected The immediate solution that was presented to the [redacted] was to split that one particular window into two separate windows at no additional cost The [redacted] objected to that solution for primary reasons: 1) there is an identical window, which was not part of the initial contract, that the [redacted] intend to replace in the future and were concerned that that window would also be rejected 2) The [redacted] did not want to obstruct their existing view by splitting the window into two windows and 3) The [redacted] wanted to maintain the aesthetic and style of the windows they currently have Understanding the ***’ objections, it was explained that Champion would likely need to exercise our contractual right to cancel the particular window in question but that a consult would be done with our manufacturing facility to determine if an exception could be made Within one hour of initially speaking with the ***, I personally spoke with our VP of manufacturing during which it was determined that Champion would indeed manufacture the large window (and the identical one in the future upon the ***’ request), Champion would install the window(s) and Champion would warranty the window(s) without exception [redacted] are a very kind and friendly couple and I regret that I wasn’t able to consult with our manufacturing facility prior to addressing the potential of removing one window from the contract I hope the [redacted] will be willing to allow Champion to proceed with the project and am very confident that the quality, aesthetic, performance and workmanship of their new Champion Windows will exceed their expectations

Based on our records we have run service requests on this sun room Each time that we have come out we have addressed the concerns of the customer There was a minor leak in the roof that did not damage anything inside There was also a minor leak in the corner that caused the carpet to be damp but not damaged We were able to pull that back, clean up the corner, and then put all back together One of the service calls resulted in cleaning out the clogged gutter which was overflowing A second service call was the result of a tree limb falling on the room that had punched a hole in the roof panel We have repaired that for no charge and feel that we have upheld our warranty and service program by responding each time a service has been requested There is no damage to any part of the room and it was installed correctly.The rooms do not require a shingled roof to keep from leaking We do shingle some roofs that we install for two reasons If the attachment of the room addition will require it at the attachment point to prevent a potential leak from occurring For cosmetic reasons when trying to make the room look more like part of the home In this particular situation, a shingled roof was not required nor requested by the homeowner It has never leaked where it attaches to the home and the home owner did not pay to have it shingled At some point the homeowner has to maintain our sun rooms Our roofs are not self cleaning and this customer has a lot of large trees over it We can't promise that there will never be a leak on any project that we do What we can do, and have done is stand behind our warranty and repair what needs to be repaired We will continue to service and warrant this job throughout the duration of of the warranty

Hello Mr***, I apologize if you feel the line of communication has broken down. It was my understanding that all of the issues have been addressed. Per our last text exchange on 10/24, it was our position that the only issue left outstanding was the minor drywall finish
damage to the corner bead on two of the windows. After we spoke, I applied a $credit to your account which was confirmed via an email to you from my office manager along with updated invoices and a confirmation of the referral check for your parents. Here is a copy of that email. Revised Invoice - Champion (*** ***)1S**, Lisa Reply |Tue 10/24, 3:PM***;B***, Paul

Until very recently, efforts to complete the ***' project have been held up due to communication and scheduling challenges with the ***, a pending required inspection of the work that needed to be scheduled (and still needs to be performed) and allowed for by the ***, as well as a
decision by the *** on finish material After not hearing from the *** for quite some time on the status of the required inspection, etc I reached out to the *** directly and was once again refused permission to proceed. Recently, Mrs*** has agreed to allow us to complete the project and we are grateful and relieved that the ***' have allowed Champion to schedule the completion of the interior and exterior trim work on the sliding glass patio door on Saturday, Aug12th pending a completed inspection The aesthetic blemish on the patio door main frame was repaired and approved by Mr*** on 8/ Nothing on the scope of work has changed and therefore no adjustments will be made to the contract amount or balance We accept responsibility for the products and workmanship we provide and will stand by the quality, durability and performance of both by activating the ***' limited lifetime warranty once the project is complete and the balance is paid in full

Mr*** is providing conflicting and information. After two unanswered voice messages left for Mr*** by myself to discuss the redundancies in his responses, my office manager was able to speak with Mr*** the week of 12/about his concerns. During that conversation; Mr*** confirmed that he did approve the additional amount of financing by way of authorizing the funding authorization document and also confirmed that the applied credit was for the minor drywall damage. He expressed his disappointment about his experience and felt that the credit was insufficient but did not disagree that both issues had been addressed and settled. The extent of the drywall damage is a hairline crack along the side of two windows where the drywall corner bead was disturbed (photos attached). If Mr*** would like us to reverse the $credit and have the minor damage repaired by a professional, we are happy to oblige. If Mr*** has additional concerns or would like to discuss reversing the credit, I would appreciate it if he would reach out to me directly. Otherwise, we feel we have addressed all of Mr***'s concerns and respectfully request that this complaint be closed

After a little phone tag, I was able to have a pleasant conversation with Mr*** and discuss his concerns My installation manager visited Mr***'s home on Tuesday 5/to assess the workmanship and discuss the concerns regarding the color of the patio door and internal mini blinds
We've confirmed that the patio door is in fact tan and the internal mini blinds are in fact white The mini blind assembly (the blinds themselves, working mechanisms, hardware and assembly frame) are only available in white as Mr*** understood We took for granted that when explaining that the mini blinds are only available in white that Mr*** thought it was just the blinds themselves and not the complete internal mini blind assembly The reason for that is because the internal mini blind assembly is a complete unit that is installed in between the double pane insulated glass unit I have not been able to have a follow up conversation with Mr*** as of 1:p.mon Thursday 5/but wanted to get the company response submitted prior to the holiday weekend I will not be providing a refund for the door, which its my understanding is no longer Mr***'s desire, but I will be sending them a gift card to enjoy a nice dinner on Champion

Complaint: ***
I am rejecting this response because:Not only is their billing errors, but the is still repairs that need to be made from the window installation
Sincerely,
*** ***

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessary
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/06/11) */
The security code was called in by the second homeowner mentioned in the complaint on 6/10/and the balance has been paid in full*** does and will continue to stand by the product and installation via its warranties*** has
addressed all issues that were brought to our attention during a service and inspection visit call on 5/and executed by our siding and roofing installation manager and service managerPrior to our 5/visit, the installation had already passed *** required inspections by the local building department and the outstanding issues raised in *** complaint are or were either aesthetic or unrelated to the installation of the roofAlso prior to *** complaint, *** had denied ***' solicitations to provide a second written estimate for a dollar amount significantly more ($4000) than her contracted amount for the purpose of securing additional insurance dollars to (possibly) cover the cost of repairing damage to other components of the exterior of her home (siding, interior water damage, soffits, etc) and unrelated to her insurance settlement for the roof damage*** refused those requestsIf there are product or workmanship issues related to the roof that *** installed for ***, her warranty is in effect and *** will continue to honor it
Initial Consumer Rebuttal /* (3000, 8, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is related to the installation of the roof.The corner was not properly flashed,which caused the leak.Just because it passes *** does not mean that everything is good.Building inspectors do not check all the flashing,so it can pass *** if things are not correct*** also told me on ***27th that it was flashed with inch flashing.The tape measure says it is and a half inches.Furthermore,it is a SLANDEROUS LIE that I asked for the estimate to be higher ,so I could get more money from the insurance.The insurance gave me a sufficient amount for the roof.I did not ask my insurance for more money for the roof,siding,soffit ,interior water damage ectWhy would I since it was the roofing companies fault.Also a warranty means nothing when you deny that any problems that may arise,are not your fault
Final Business Response /* (4000, 13, 2015/07/14) */
It remains our professional opinion that there are no service or installation issues with the roof, the installation was completed as contracted for, and all inspections have passed*** *** did reach out to our Home Office and spoke with our National Director of Customer Service (NDCS) regarding her concernsIn that conversation *** *** continued to mention that she had to pay another company to fix issues that she believed *** was responsible forAt that time, our NDCS requested to see documentation of that work or receipt of any monies paid and reiterated our position that the contract had been fulfilled and the installation completed in a workmanlike manner, Our NDCS agreed to review any documentation stating otherwise or that demonstrated *** *** paid another company to complete issues that otherwise would have been completed by *** under the contract*** *** stated she would fax documentation of that which she has failed to do as of the date this response was drafted
We continue to stand by our product and installation and remain ready, willing, and able to address any service concerns *** *** may have now or in the future under her warrantyHowever, it appears that we are at an impasse ** to *** *** current position that the installation was not completed as contracted for or that there were outstanding items not addressedWe would invite *** *** to utilize the*** arbitration process to determine a resolution to this complaint

Initial Business Response /* *** ** *** */
I spoke with Mr*** this morning and we talked through the details of why he still has an outstanding balanceHe acknowledged that there were no issues with the timing or quality of the installation and he agrees that the balance is
dueHe did make a request for a service which will be processed and scheduled soonMr *** is not currently in a financial position to pay the balance in full so we have agreed to terms that will allow him time to satisfy the balance in the near futureWhile we do not have proof of mailing, we do have records showing that we had both left at least phone messages regarding the balance and had mailed a copy of the invoice on two separate occasionsI am disappointed that I did not have the opportunity to discuss this matter with Mr*** prior to learning of this complaint and will initiate the process of requesting that this complaint be removed from our record
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because I was walked through why there was an amount owed and the discrepancy of the information coming from the companyThey have worked out an arrangement with me to allow me to get the balance paid versus just sending to the attorneyAs far as billings I never received any notifications in the mail and the only calls I received were within a week of me filing the complaint months after the fact
My request to resolve the issue has been meet regardless of the notification discrepancies

Initial Business Response /* (1000, 6, 2015/11/10) */
I was disappointed that my installation team did not put Mrs*** in touch with me prior to Mrs*** resorting to the Revdex.com but I'm grateful that I was made aware of the situationThere were some unfortunate scheduling and communication
challenges leading up the the initial installation of Mrs*** windowsDuring the initial installation, there were a few exterior trim boards that incurred some minor damage during the installationThese trim boards are a pressed paper product and very susceptible to rapid deteriorationReplacing these trim boards was not in the scope of Champion's contract with Mrs***Touching up the minor paint peeling and checking of components around the windows is the expectation of the customer and should have been noted on the agreementsUnfortunately and regrettably, that was not communicated to Mrs***Upon Mrs***' request, and at no additional cost to Mrs***, Champion replaced every damaged exterior trim board with new, real, rough-sawn cedar boards which exceed the quality, durability and longevity of the existing construction grade trim used during the construction of the homeChampion installed these components, sealed them into the existing envelope and prepped them for paint which was agreed would be left to Mrs***Champion could have done better by recommending these components be replaced at the time of the initial installation and by improving our communication with Mrs***I have personally been in contact with Mrs*** in hopes of continuing the conversation about a reasonable resolutionWhile I do expect the outstanding balance to be paid in full, I am willing to offer Mrs*** a good faith and apologetic gesture of $worth of dinner cards to be used at her discretionI will follow up once I have had the opportunity to resume my communications with Mrs***
Initial Consumer Rebuttal /* (3000, 8, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** and I finally had a conversation today(telephone tag) He is willing to pay a contractor to fix the caulking by painting, paint the upstairs exterior trim boards around window and get it all taken care ofAs soon as that is complete and taken care of, I will accept the response and be willing to close this caseI do accept his offer of the gift cards with appreciation
Final Business Response /* (4000, 10, 2015/11/18) */
It was a pleasure to be able to finally connect with Ms*** and work towards a solutionWe look forward to getting Ms*** touch up work done

Based on our records we have run 4 service requests on this sun room.  Each time that we have come out we have addressed the concerns of the customer.  There was a minor leak in the roof that did not damage anything inside.  There was also a minor leak in the corner that caused the...

carpet to be damp but not damaged.  We were able to pull that back, clean up the corner, and then put all back together.  One of the 4 service calls resulted in cleaning out the clogged gutter which was overflowing.  A second service call was the result of a tree limb falling on the room that had punched a hole in the roof panel.  We have repaired that for no charge and feel that we have upheld our warranty and service program by responding each time a service has been requested.  There is no damage to any part of the room and it was installed correctly.The rooms do not require a shingled roof to keep from leaking.  We do shingle some roofs that we install for two reasons.   1. If the attachment of the room addition will require it at the attachment point to prevent a potential leak from occurring.  2.  For cosmetic reasons when trying to make the room look more like part of the home.  In this particular situation, a shingled roof was not required nor requested by the homeowner.  It has never leaked where it attaches to the home and the home owner did not pay to have it shingled.  At some point the homeowner has to maintain our sun rooms.  Our roofs are not self cleaning and this customer has a lot of large trees over it.  We can't promise that there will never be a leak on any project that we do.  What we can do, and have done is stand behind our warranty and repair what needs to be repaired.  We will continue to service and warrant this job throughout the duration of of the warranty.

Complaint: [redacted]
I am rejecting this response because:I believe the jiggling of the windows broke the surrounding trim of the windows and allowed the leaking to take place as evidenced by the growing of mushrooms.  [redacted] has pictures. The dark discoloration(mold) at the corner seams of the trim which allowed the water to be absorbed by the siding. The company repairing this problem is here at the house today if anyone wants to see what the back of the house looks like without the siding.
Sincerely,
[redacted]

We have spoken with Mr. [redacted] regarding this issue.  Once we walked Mr. [redacted] through the accounting of his previous project, he agreed that the balance was in fact outstanding.  Mr. [redacted] also scheduled an appointment to look at doing some windows in another property.  We...

regret that we did not have the opportunity to discuss and explain the situation with Mr. [redacted] prior to this compliant being registered.

Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .[redacted],  and find that arbitration is necessary.