Tri-County Metropolitan Transportation District of Oregon

We went out to address any issues with her roof and we could not find anything wrongWe went inside and cut out the drywall where the leak was and everything was dry and the customer was there as well to seeWe went ahead and fixed the drywall that had a leak stainOur opinion was it was an old
leak prior to us installing the new roof since everything was dry and we have had bad weather.

***On January 16th champion windows came out and fixed the screen door and the bathroom windowThey were unable to fix
the front living room because they couldn't get it to fit properly and would have to order another oneWhen looking at the bathroom window it still appears to have a fine scratch in the windowThe living room window should of been in February, but no phone call and it is now MayIn August it will be one year and I have yet to see my windows whole yetOf course champion has all my money, because the salesman was wrong and we didn't get to withhold a thousand dollars if we weren't happy in the endI would like to be refunded some sort of money at this pointThis situation is ridiculous, and no one will even just pick up the phone and call me with updatesI shouldn't have to call and keep up with this it's their job and reputation and it's obvious they don't care about their reputation or their customersI will be awaiting a phone call and I deserve a refund at this point it's embarrassingIf I don't hear a response soon we will hire an attorney and seek legal action along with contacting the mediaI don't want any of my friends or family to get screwed over by this companyThis is mine and my husbands first house and champion has ruined our experience with companies, so I would like to thank them for ruining our confidence in any company being able to complete a job.Very dissatisfied customer,*** ***Sent from my iPad

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. 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 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
Regards,
*** ***

The phone number on file of *** has rang busy each point of contact. I have also tried *** and left a VM. I emailed Ms*** *** with a response confirming we have a Champion representative visiting her home 6/14/to measure and reorder new screens to ensure a
proper fit and function. I also left her my contact info in the event she has additional questions or concerns. This should resolve their Ms*** ***'s screen concerns

*** *** Revdex.com Serving Western Pennsylvania (412) 456-2700 Re: Complaint Case # *** Consumer: *** *** Ms*** I have received a copy of the complaint and appreciate the opportunity to respond. We did encounter some
challenges with Mrs***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***.? We certainly understand and appreciate Ms*** frustrations; however,?a complete refund is neither fair nor reasonable? Ms*** 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*** in hopes to complete the job, but Ms*** 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*** job to her satisfaction. It remains our desire to fulfill the contract entered into by Ms*** and have been ready, willing, and able to do so. Sincerely, Dave H*** Division Manager

We have this scheduled for the sashes to be replaced while waiting on the screenWe should have the screen delivered to us with in the next business daysThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowSince Champion is so adamant in their contract, which their copy of my contract says one thing, mine says something else, I am hesitant to sign another contract with them unless it is outlined EXACTLY what they are willing to do to, and I will repeat, to correct THEIR mistake
Regards,
*** ***

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

Ms*** I have received a copy of the complaint and appreciate the opportunity to respond. Mr*** did make us aware of some concerns with the deck that was installed in his homeThere has been some recent personnel changes that have unfortunately negatively impacted Mr***’
service and we are very sorry for that As soon as we were made aware of Mr***’ concerns we did conduct a service visit to the home so we could take a closer lookThe deck that was put on Mr***’ home is constructed with treated woodThe overall maintenance of this material is not something that is covered under Mr***’ Champion WarrantyThe maintenance is typically the homeowner’s responsibilityAfter looking into this internally, we have decided to replace the post in an effort to move forward and resolve this matterHowever, Mr*** will have to take care of the nails that are popping up on the deck 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 replace the post that is in question; however, we are not able to take responsibility for the nails that are mentionedThis is a maintenance issue and would normally be the homeowner’s responsibilityWe are sorry for any inconvenience this may have caused to Mr***We want you to know we stand ready, willing, and able to address Mr***’ concerns per his Champion Warranty now and in the futureThank you for the opportunity to share our response to this complaint with you Sincerely, Dave Hampton Division Manager

The issues with the customers home was covered under the warranty and addressed, fixed, or replaced weeks ago

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes Champion came out to replace the window, but the new window has white spots all throughout itI immediately called Franco and sent him picturesHe stated that he will order us a new living room window againI do not accept champions response , because they do not address the living room windowI would like to have the living room and bathroom window to be completed without any problemsI do appreciate that champion is finally willing to compensate me for my inconvenienceChampion has been out to my house times now and still yet to have a finished productI am frustrated at this point and have very little faith that the next windows will be unflawed
Regards,
*** ***

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***'s project and have been working diligently to correct her concerns Mrs***'s sliding glass door has been re-ordered and is
in the process of being shipped to her local Champion of *** 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***'s I can assure you that we stand behind our product and installation and are committed to addressing any of Mrs***'s concerns per her warranty We certainly understand and appreciate Mrs***'s frustrations; however, a complete refund is neither fair nor reasonable Mrs*** 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*** as a customer service gesture and to let Mrs*** 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***'s job to her satisfaction

I'm not sure why I'm being asked for clarification again.But, finally Champion, after threatening to go to the News media did call me and schedule a date to install the water damaged insulation and ceiling panels they had removed in the summer.The insurance company, despite the fact I had provided them with copies of what I had (1) paid for their incorrect original build, "which their manager, Warren stated, numerous times, "should never have been approved." (2) I've provided them with copies of the cost to replace the damaged flooring the resulted in their not fixing the original problem in a timely manner and leaving it to me to find and correct (3) and that fact, causing more damaging due to collecting moisture to adjoining structure. They want to settle for about 1/of the cost. This is ridiculous! I have spent over year of my life time, etc on the phone. NOTHING, NOTHING has gotten done, without a threat! They know it is their doing. I've contacted the insurance agent, he said he only had estimate. I had to contact the adjuster, which I did before Christmas. I still have heard nothing.Champion also originally blamed it on a storage shed, which I paid to disassemble haul away, thus loss an entire storage area, now must use my garageno fault of mine.

I have reviewed the response made by the business in reference to complaint ID ***, 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, 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, I have since found out that Champion went into that line of credit that THEY requested and on 12/30/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,
*** ***

I spoke with Mr*** today 6/27/18. Apologized for any confusion or misunderstandings he may have experienced. Explained that if he cancelled his contract that he would violate the cancellation policy and be responsible for a 30% responsibility of the entire job. Explained that
I really want to make this right and if we can still his project for him. Gave him my direct contact information and told him I will make sure he is taken care of moving forward. Mr*** *** agreed to set a new install date of 7/12/to start his project

This customer will be contacted on Monday 7/10/by the local officeWe will set a repair date at that time Tjank you

A GL claim has been made and a third party insurance provider was contacted to assess the customers concerns. Once Champion and the customer receive the third party adjuster's response, we will promptly resolve any site concerns we are deemed responsible. Every Champion customer is of utmost priority and we will work diligently to address and resolve professionally and in a timely manner

Re: Complaint Case # *** Consumer: *** *** Ms***, I have received a copy of the complaint and appreciate the opportunity to respondMs*** did make us aware of some concerns with her windows that were installed December 16, Ms*** 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 signedMs*** signed a contract for rectangular colonial grids (contract is attached)There is no indication on the contract the grids would be custom madeOur standard rectangular colonial grids were installed in Ms***’s home as per the contract she signed on October 15, We certainly understand and appreciate Ms***’s frustrations; however a complete refund is neither fair nor reasonableWe are more than willing to come to an agreement with Ms*** to help resolve this matterHowever, remanufacturing the top sashes of her windows would come at a costI can assure you we take our commitment to our customers very seriously and remain ready, willing, and able to address any concerns Ms*** 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 installedThank you for the opportunity to share our response to this complaint with you Sincerely, Dave H*** Division Manager

We would like to reiterate that the terms of our contract are very clearWe mutually entered into a legally binding contract that was signed by both parties 2/19/Our representative did admit to making a mistakeWe 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 patternOn the other hand, Ms*** states that all windows would have to be ordered customTo 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*** has requestedWe do not complete any work outside the terms of our contractIt clearly states that this contract constitutes the understanding of both partiesThis is to protect Champion as well as Ms*** It is also not practice for Champion to be held responsible for removal of drapes, blinds, or furnitureWe 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 doWe believe we have made a good faith effort to resolve the issue by offering to remake these windows with the grid patterns that Ms*** has specified at no cost to herThere was no mention of these custom blinds in Ms***’s complaintsThis 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 requestedHowever, Ms*** will need to take care of the removal of the custom made blinds

we rejected the first request from champion, they set up a date without my knowledge with my husbandSince Champion had an installation date and they cancelled on us, I believe that the contract that we had back in March is not longer valid; it mentions the installation date as a form of us paying 30% of the agreed upon cost, that came and past and there has been no work done, we have tried to reach out to champion every day for over a week and have left numerous messages about us trying to resolve the installation date prior to 6/the service that we have had with champion does not coincide with the price that was first negotiated on 3/we would like to have a discounted price because the service that we have had as well as the lack of response does not equate to the previous agreed on priceAlso the date that champion suggested is well beyond the to week mark of the contract for installation, even if it is "and approximation"A lower price, or a new contract is our new terms