De Shields Tree Service & Landscape

Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ Contact Name and Title: [redacted] Division Manag Contact Phone: XXXXXXXXXX Contact Email: [redacted] We were having a personnel issue in our service departmentThis issue has been taken care ofI have spoke to [redacted] and assured him that everything will be taken care ofWe were there on 1-17-and completed the initial service and will return once we have his screen inWe pride our selves on taking care of customers, we will make sure to regain back [redacted] confidence in Champion

Complaint: [redacted] I am rejecting this response because: I have NO confidence in their serviceIt took months to evaluate the rotting bay window and still another 1/months to order the replacementThis is pitifulYes, I said orderThey couldn't even get the paperwork doneTherefore, the bay window is still not availableThe service representative who came to measure for the new bedroom windows was training a younger manThis trainer measured the windows incorrectlyThe sales representative told me I was getting a discount if I ordered immediately because Champion had other windows to install in my neighborhood within the same timeframeIn fact, Champion's windows were over twice the cost of other window companiesI cannot live with Champion windows in my houseI think my experience with Champion should be documented in public recordsBensenville frequently does not answer the phone or reply to messagesI want my refund and compensation for the bay!!Champion broke the contract due to poor serviceTHERE IS NO CONTRACT!! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: this business had four months to complete or even start the window replacements; now that their central office has refunded my payment it is their position that they are faultless in this transaction This business is unreliable and un-trustworthy Sincerely, [redacted]

We received notice of the above referenced case and appreciate the opportunity to respond. As Ms. [redacted] states in her complaint, we did encounter some challenges with her project and have been working diligently to correct those concerns. Ms. [redacted] did reach out to our office as well as... our corporate office in order to make us aware of her concerns with the delay in her Champion projects. We recently entered into a contract to replace 3 windows in Ms. [redacted] home. We also had to conduct a service visit in order to address her concerns with a window that was previously installed in 2010. There was a mistake made in the ordering process which delayed the manufacturing process of the replacement bay window. As discussed with Ms. [redacted] , we recently experienced some transition in the Chicago office and did have to take some time to get everything back in order. We are very disappointed that this transition has negatively impacted Ms. [redacted] projects. We can assure you we are more than willing to fulfill the contract and address any concerns she has about the bay window replacement. We want to apologize for any frustration and inconvenience this may have caused to Ms. [redacted] . We will continue to stand behind our product and installation. Ms. [redacted] did indicate in her complaint that she would like a full refund of the bay window as well as the 3 windows she contracted for recently. This is something we would not typically do and are not prepared to do at this time. We want you to know we certainly understand and appreciate Ms. [redacted] concerns, however, we are not prepared to do this as this is neither fair nor reasonable. We stressed to Ms. [redacted] that her written guarantee is her lifetime warranty and as that indicates we are responsible to address any product or installation concern; which we are absolutely prepared to do. We apologize again that Ms. [redacted] project has not gone as smoothly as either of us would have preferred. However, while it is always our goal to avoid any problems or inconvenience to our customers, unfortunately sometimes delays and problems can and do occur. The difference that we pride ourselves on at Champion, unlike many in our industry, is how we stand behind our product, our warranty, and our work to make sure our customers are taken care of and any concerns are addressed and corrected. I can assure you we take our commitment to our customers very seriously. We currently have the 3 windows recently contracted for ready to install and are waiting on the arrival of the bay window replacement. As soon as that is received we will contact Ms. [redacted] so we are able to move forward. We will stand ready, willing, and able to address Ms. [redacted] concerns per the warranty and remain committed to completing any warranty work they may need now or in the future. Respectfully, [redacted] Division Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me thus far I will see what the appointment's conversation brings us But I am willing to give them a second chance to make good on all that went wrong and am hopeful we shall come to some agreement
Sincerely,
*** ***

We have spoke with *** ***, Her bay window is being adjusted and will be ready for install soonWe have an appointment schedule to inspect her caulk and fascia that is existing so we can give her a price on her existing repairs and to discuss discount on bow windowwill update after Thursdays
inspection

Complaint: [redacted]
I am rejecting this response because: this business had...

four months to complete or even start the window replacements; now that their central office has refunded my payment it is their position that they are faultless in this transaction.  This business is unreliable and un-trustworthy.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/19) */
Contact Name and Title: [redacted] Division Manag
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]
We were having a personnel issue in our service department. This issue has been taken care of. I have spoke to [redacted]...

and assured him that everything will be taken care of. We were there on 1-17-15 and completed the initial service and will return once we have his screen in. We pride our selves on taking care of customers, we will make sure to regain back [redacted] confidence in Champion.

[redacted], Thank you for reopening these complaints so we can respond properly.[redacted] complaint#[redacted] Job was cancelled on 11/1/2016 at customers request deposit refunded in full.

[redacted], Thank you for reopening these complaints so we can respond properly.[redacted] Complaint#[redacted] installed on 10/21/2016 credited $590 for delay, service scheduled to be scheduled after Thanksgiving to complete and collect balance owed.

Complaint: [redacted]
I am rejecting this response because: I have NO confidence in their service. It took 2 months to evaluate the rotting bay window and still another 2 1/2 months to order the replacement. This is pitiful. Yes, I said order. They couldn't even get the paperwork done. Therefore, the bay window is still not available. The service representative who came to measure for the 3 new bedroom windows was training a younger man. This trainer measured the windows incorrectly. The sales representative told me I was getting a discount if I ordered immediately because Champion had other windows to install in my neighborhood within the same timeframe. In fact, Champion's windows were over twice the cost of other window companies. I cannot live with Champion windows in my house. I think my experience with Champion should be documented in public records. Bensenville frequently does not answer the phone or reply to messages. I want my refund and compensation for the bay!!Champion broke the contract due to poor service. THERE IS NO CONTRACT!! 
Sincerely,
[redacted]

We received notice of the above referenced case and appreciate the opportunity to respond.   As Ms. [redacted] states in her complaint, we did encounter some challenges with her project and have been working diligently to correct those concerns. Ms. [redacted] did reach out to our office as well as...

our corporate office in order to make us aware of her concerns with the delay in her Champion projects. We recently entered into a contract to replace 3 windows in Ms. [redacted] home. We also had to conduct a service visit in order to address her concerns with a window that was previously installed in 2010. There was a mistake made in the ordering process which delayed the manufacturing process of the replacement bay window. As discussed with Ms. [redacted], we recently experienced some transition in the Chicago office and did have to take some time to get everything back in order. We are very disappointed that this transition has negatively impacted Ms. [redacted] projects. We can assure you we are more than willing to fulfill the contract and address any concerns she has about the bay window replacement. We want to apologize for any frustration and inconvenience this may have caused to Ms. [redacted]. We will continue to stand behind our product and installation. Ms. [redacted] did indicate in her complaint that she would like a full refund of the bay window as well as the 3 windows she contracted for recently. This is something we would not typically do and are not prepared to do at this time. We want you to know we certainly understand and appreciate Ms. [redacted] concerns, however, we are not prepared to do this as this is neither fair nor reasonable. We stressed to Ms. [redacted] that her written guarantee is her lifetime warranty and as that indicates we are responsible to address any product or installation concern; which we are absolutely prepared to do.    We apologize again that Ms. [redacted] project has not gone as smoothly as either of us would have preferred. However, while it is always our goal to avoid any problems or inconvenience to our customers, unfortunately sometimes delays and problems can and do occur. The difference that we pride ourselves on at Champion, unlike many in our industry, is how we stand behind our product, our warranty, and our work to make sure our customers are taken care of and any concerns are addressed and corrected.   I can assure you we take our commitment to our customers very seriously. We currently have the 3 windows recently contracted for ready to install and are waiting on the arrival of the bay window replacement. As soon as that is received we will contact Ms. [redacted] so we are able to move forward. We will stand ready, willing, and able to address Ms. [redacted] concerns per the warranty and remain committed to completing any warranty work they may need now or in the future.    Respectfully,   [redacted] Division Manager