Tri-County Metropolitan Transportation District of Oregon

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 Champion follows through with their promises
Regards,
[redacted]?

Subject:? M[redacted]'s Response for Revdex.com Complaint #[redacted]? Hello [redacted]Per our conversation, below is more information to be added.Over the past months I have to take time off from my job to make countless calls to the Manager and the National Customer Service Coordinator during business hours.? I repeatedly informed the Manager, technician and the National Customer Service Coordinator that I work during the day, so call me on my cell phone.? Four different days I had to take time off from my job to meet the technician to do repairs, of the four days, two days the technician never showed up.? One time I never got a phone call saying they were not coming, and the other time they called my home phone and left me messages.? The most recent incident was on November 25, 2015.? Champion called me and? we set up an appointment for November 25th? from 4pm to 5pm.? On November 25th, I had to take time off from my job again to meet the technician.? I got home minutes before the appointment only to find that the technician left a message on my answering machine at am saying he was not coming today because my appointment is scheduled from 12pm to 1pm and someone in the office changed my appointment to 4pm to 5pm, so if I want him to come today to call him before 12pm.? Another incident not contacting me on my cell phone, another day me taking time off from work only to have a missed appointment.After I got the message I called Champion and told them to come and get their door, I am tired of being treated this way, and I am done.? I left my home to go shopping, and about 4-4:30pm I get a phone call on my cell phone and it is the Champion technician.? He is telling me that someone in the office switched my 12pm to 1pm appointment to 4pm to 5pm, and I said no, I scheduled the appointment and it was scheduled from 4pm to 5pm.? The technician said I am out in [redacted] measuring for a door, and I said that is OK, come to my home after that and he said no.? Then he repeated saying to me that my appointment was from 12pm to 1pm, and again I corrected him, saying no I set the appointment myself and it was from 4pm to 5pm.? Then I said, OK come Friday, and he said no I am off and will call you Monday and come Wednesday.? On Monday and Wednesday no phone calls.? Then one Friday afternoon I receive a phone call from the technician saying he want to come to my house now… I assuming the Revdex.com contacted them?Over the past months I had to take time off of my job to make and take multiple phone calls, and at times, being place on hold.? I also had to take off time to wait for appointments.? I cannot understand why Champion would not give me a gift card of $or $to say, I am sorry and please accept this gift for all the troubles you have experienced.? I also would like to escalate to a very high level in the company my bad experience, I want them to hear what happened to me.Please call me if you have any question.Thanks you,[redacted]Quality Assurance Manager

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 pastUnfortunately, Mrs[redacted] has decided to not allow us on to the property to address and correct these
open issuesI 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 $is neither fair nor reasonableI 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 installationThis offer still stands

Revdex.com:
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.It has now been officially a year today, and still no complete WindowsEvery person that has come to my house to install the new Windows has given me a business ? cardWhen I call them they inform me they no longer work for the companyI tried to call champion back today after work and it went to voicemailMy husband and I both have called corporate several times and left messages with the customer service representative and no return phone callI don't understand how Windows can take almost months to make when the original ones were done in less than I just want my WindowsI am so embarrassed that I was duped by a companyPlease if you would like to satisfy my claim just deliver my WindowsThere is no compensation in the world right now that can make up for what you have done to me and my family.?
Regards,
[redacted]

This is a revision of the initial responseIt appears that we have ordered BOTH the LR and Bathroom windows for the customerThis response is to clarify that? we will indeed be taking care of the bathroom and reordering the LR windows

All construction issues have been acknowledged, addressed on numerous occasions and resolved by Champion.? Unfortunately, the customer is still not satisfied and seeking compensation for damages that cannot be specifically related to construction.? At this point, a third part insurance adjuster was brought in to assess the concern(s).? Evaluation was determined by the third party adjuster and customer is still not satisfied with the assessment and resolution offered by the insurance adjuster.? The customer is seeking compensation for damages that are unwarranted and cannot be determined at fault by Champion.? The area of concern (where the supposed leaking took place) had ceramic tile covering the area which was installed by the previous home owner.? Champion does not and did not install the flooring in the area of concern and Champion also did not remove the customer's shed.? We have tried to resolve the concerns on multiple attempts as well as a third party evaluationThe area of concern had tile installed by the previous home owners (over the area of concern) before Ms*** took ownership.? It has always been and will continue to be our goal to try and satisfy each and every customer? ?

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]? While I appreciate their response to my concerns I would like to counter their points with the following:? Regarding the issue of nails popping up on the deck - during the installation of the deck my wife questioned the installers use of nails and why not screws? His response? ? "We use really long nails, this will never be a problem." ? Well guess what? ? Next spring a few nails began to pop up? So while I agree that decking maintenance would certainly be my problem I am disappointed with the response given that we expressed concerns even before it became an issue? I appreciate Champion's current attention to this matter and certainly understand the challenges that developed regarding personnel changes? However, I would like to point out that we made multiple contacts expressing our concerns over a period of several (6-8) months? Each time was met with a similar response: "We'll get back to you on this matter soon." ? But nothing was addressed.Regards,[redacted]

Re: Complaint Case # [redacted] Consumer: [redacted]Ms[redacted],I have received a copy of the complaint and appreciate the opportunity to respond.We are aware our office has recently gone through some transition and personnel changes and want to apologize for any frustration this may have caused Mr
and Mrs[redacted]As soon as we were made aware of their concerns we did conduct a service visitDuring the visit, we determined the windows were out of warrantyAt Champion our lifetime warranty extends to the original purchaser and then is transferrable up to year to any new homeownerWe want you to know we remain more than happy to schedule a service and review Mrand Mrs[redacted]’s concerns; however, applicable service charges would apply.? At Champion, we pride ourselves in our uncompromising service to our customersOur warranties are unmatched and unlike many other companies in our industry, we stand behind our warranty 100%We have followed up with directly Mrand Mrs[redacted] to explain the terms and want to apologize again for any misunderstanding regarding our lifetime warranty? Sincerely,Steven C[redacted]Regional Sales Manager

I spoke with Mr[redacted] this morning and we currently have one of our top service technicians at his home right now.? After discussion, Mr[redacted] and I are in agreement that once the concerns have been addressed today he will be satisfied with his job.? Apologized for the inconvenience and
have offered a gift card to him as a courtesy.? He accepted.? Mr[redacted] stated he will be coming to the Pittsburgh office later this afternoon to sign his certificate of completion and make his payment.? I gave him my direct line of contact if any further concerns arise.? Customer pleased with this plan of action to resolve

We apologize and are calling now to schedule the service for a piece of J channel on the exterior of his home to be fixed?

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

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

This customers service is scheduled for 9/Issues will be resolved ? then.? thank you