ComplaintsforChampion Home Builders Inc.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I bought a home from ***** ***** ** **, sold to us by *** ******** of ******** ***** of Weedsport. We moved in on 10/18/21. 2 issues with *****. 1. Throughout the planning process, handicap accessibility was emphasized. After numerous health problems, it was assumed I would eventually need a walker or wheelchair. Beginning 2/5/21, a list of cost of upgrades was exchanged back-and-forth between us, ******** ***** and *****. Shower bars are on that list. ***** doesn’t install them and refused to and refunded our money Why did they keep approving this upgrade list? No local company wants to install them and risk cracking the shower’s ceramic tiles. When I am ill, I am unable to use the shower, with nothing to steady myself. They allowed that item to stay on the upgrade list for 8 months, and should be responsible for installing the grab bars. 2. We were told that we were getting a great kitchen package of appliances at a great price because ***** buys in bulk. Before we moved in there was a big dent in the refrigerator door by the ice dispenser. Plus, it is the wrong size refrigerator for the cabinet opening. This fridge is not wide enough and it projects 3” out from the countertop. Walking between the island and the door is tight for anybody. But I, in fact, am using a walker now and cannot pass through that space without hitting both hands as I hold onto the walker. The walker frame hits the fridge. We offered to pay an additional cost to take away this dented refrigerator in exchange for one that fits the cabinet opening. ***** refused. We have waited 8 months for the new door they promised us was ordered. I contacted ********* and the head man in the parts department said during Covid they’ve replaced that door within 12 weeks. He needs the name of the company ***** purchased from. ***** refuses to give the name. Smells fishy to me. People have asked did we run out of money, Thinking we bought a dented wrong sized fridge.

  Business response

  05/09/2022

  I have read the complaint and reviewed the attached documents.The sales document attached is an internal proprietary document of ******** ***** and not an options list of ***** *****. We do not offer the option of grab bars and this is apparent in the '********' model on display at ******** ***** which has none. The grab bars may have been something that ******** ***** and the Halls' were speaking about during the sale.Unfortunately the refrigerator had a dent which was under the packaging from the manufacturer. We ship the appliances in their protective packaging, shown in the attached picture. The replacement door is on order with ********* although in these times it is a lengthy process to get these parts but, as soon as it is available it will be repaired. Also the refrigerator opening that it sets in is our standard opening size. The openings are built to accommodate different refrigerators whether purchased from us or an outside appliance center. We apologize for the extended time of this repair as we are working through shortages of all kinds.Sincerely,******* *****

  Customer response

  05/13/2022

  Better Business Bureau: 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. Regards, Sharon Hall 1. ******** ***** may not have sent ***** ***** the same upgrades list that showed prices (because I’m guessing there were mark-ups on every line) form created on 2/5/21, but if ***** was never given the list of over 40 upgrades, how did they pre-order every single one of them before the house was constructed? The only one they missed was shower grab bars.  The first time they saw that on the list, why did they never say we don’t do those?  That list was passed back-and-forth between both companies and us and changes were made and prices were adjusted, but every single time shower grab bars was left on the list. And the day we moved in that was the only item that was not done. 2. ***** *****’ only document is a picture of the refrigerator in the kitchen covered in cardboard. Everybody I showed that picture to Comments that it just proves that that refrigerator was never intended to be with those cabinets.  The gap to the left looks like it’s 4 inches wide or more. They say they left the cabinets that size to allow for future auctions. It is not like having a fitted refrigerator that fills the space left to right and does not project out from the line of the front of the cabinets is something we can hope for 10 years or more in the future. The refrigerator was available that would’ve been a perfect fit from Whirlpool. I was given the option of upgrading virtually anything in this house. Why was it never explained to us that we were buying a package that included the wrong size refrigerator?  We have continued to offer to pay an upgrade for the correct refrigerator to make that kitchen look like a custom designed kitchen.  3. On May 18 we will have been waiting 8 months for a promised new refrigerator door (because the one they gave us has a dent right in front near the icemaker.)  We received a new part from ********* two days ago. Unfortunately it is a door handle. We don’t need a new door handle we have been waiting for eight months for a new door  

  Business response

  05/23/2022

  Chelle,

  I am the service manager for ***** ***** and, we are the home builder. ******** ***** is the retailer and they sell our *****. The customer orders and purchases the home through the retailers' sales department. At ***** we have a zone manager that handles the sale and order from their assigned retailers.

  Thanks,

  Mike

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