ComplaintsforChampion Windows & Home Exteriors

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Champion technician come to my house in March of 2024 to measure for a broken screen door on our Champion room. Upon this appointment, we were told that they would order this screen and I paid $295 for the screen door. We waited over 10 weeks (which was the original estimated time) and the screen was scheduled to be replaced on June 13, 2024. The morning of the 13th the technician informed me that the screen would not fit the door as it wasn't a champion door, even after their own technician measured, ordered the replacement, and I paid for it. At this point, I contacted Rachel and she stated that they would refund us for this error. A week later I received a refund of $176. I called Rachel on 6/24 and left a message. I was called on 7/1/24 by Jessica and she stated that the additional $120 would not be refunded as that is the service charge. At no point was I informed that the $295 was inclusive of a service charge and when the refund was issued I was told I would receive a FULL refund, not partial. I feel that I am owed the $120 due to the hassle and errors of this whole encounter, lack of communication from Champion and overall poor customer service. Also, $120 for a 10 minute appointment to measure a window is high for a 'service charge', when the technician did not do their job correctly. This is been a terrible showing of Champion window. We have other Champion products and I will not longer be using them for future projects or recommend to others.

  Business response

  07/02/2024

  "We want to sincerely apologize for the confusion there may have been with this service. It looks like you are the new homeowner and weren't aware that the screen in question was not our product. We also own the mistake of not catching it sooner ourselves. We have looked into this matter with our team. After further reviewing we will be refunding the remaining $119 for the trip charge in full, giving you a full refund for this service. We hope to rebuild our relationship with you. If there is anything we can do for you in the future, please let us know and we will be more than happy to assist you."

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It’s been around 4 months since we have storm damages on the roof. They once contacted us concerning a no show because of illness. There has been no return calls no response contacting us. We are very disappointed as the rain can cause further roof damage.

  Business response

  07/02/2024

  The initial call in for this service was on 3/25/24. Our customer support specialist reached out that same day to schedule an evaluation for the roof service. On the service date of 4/16, we called the customer after the technician's evaluation to reschedule their next appointment to complete the work for the service. Unfortunately, due to a service technician being ill, we were not able to make it. We apologize for the inconvenience of him not making it out to complete services but do see from our records you were contacted that same day and rescheduled for 7/8/24. Under further review and stated in your BBB statement the roof damage was due to storm damage which was not initially stated in the service call. This service is not covered under warranty as stated in your warranty. It would fall under Acts of God. In good faith we will make these repairs under your $119 trip charge on the appointment scheduled on 7/8/24. This will be a one-time courtesy. Any repairs in the future not covered by warranty will have a trip fee, parts, and labor charge applied. We hope this resolves your issue and are looking forward to completing your service. Thank you.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nature of the problem involves the charges for two windows from champion windows with a purchase July followed by numerous issues such as jack hammering existing windows to install new two windows. Windows trims damaged along with sloppy caulking. This was finally redone. The person who worked a couple of contracts was a new hire to champion from out of state and who recently left another window company within a month or so. He left champion windowns before work was finished with me. I asked for copies of contract but could not secure one until the ******** fin obtained it in 2023. I then requested the company via ******** to honor what was agreed the person who no longer was their employee. It should have been but one window and get one window free. The bathroom was window was trim only at no cost. The buy one and one free or buy two and two free was a continuing sale for more than two years. Champion had lower ratings and even multiple changes in management, technical and CEO changes. Eventually Champion was bought out by another company . I received a botched job , poor timing to get the botched work product and they have never resolved the cost.. Contacting the finance company further delayed me in trying to resolve cost which should have been half of what I am charged. By now, I have paid what I owe for two windows and the wrap around the trim around a small bathroom window. I have had more than three trips by different persons trying to fix what their other employees s messed up. The results lack professional quality and the cost is a pure scam with botched work. The workers lacked technical , managerial or interpersonal skills. I feel robbed from a company without integrity and good faith

  Business response

  06/21/2024

  We appreciate the opportunity to address our customer's concerns. After careful review of the contract and the Certificate of Completion, it's clear that all pricing and terms were discussed and agreed upon at the time of sale. We're pleased to hear that the installation was satisfactory and that our products have been serviced under warranty, as we have a signed certificate of completion reflecting this and two services that have been previously completed. As stated in the contract, all discounts were offered at the time of sale, and the warranty covers any necessary services. We stand behind our products and are committed to ensuring our customers satisfaction. Unfortunately, we are unable to extend any further discounts at this time, as the contract clearly outlines the agreed-upon pricing and terms. Should our customer have any further questions or require assistance, please don't hesitate to contact us. We're here to support our customers and ensure their continued satisfaction with our products and services.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I continue to get USPS mailings from Champion Windows addressed to my DECEASED Father. I want this name and address REMOVED PERMANENTLY from their USPS mailing list. ***** ****** **** *** ***** **** *** ***** ****** ** **********

  Business response

  06/17/2024

  I wanted to inform you that we have successfully added your father's name and address to our do not contact list. Please be advised that this process may take several weeks to be fully processed, as there could be pending mail items currently in transit. Rest assured, we have taken the necessary steps to remove your father from our mailing list. We are deeply sorry to hear about his passing and extend our heartfelt condolences to you and your family during this difficult time.

  Customer response

  06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Salesman came to my house at my request on April 1, 2024 we thoroughly discussed what I wanted. These are the two largest windows in my house that needed to be replaced. There had been other windows in my house previously replaced and I told him I wanted them to all match, which meant wood tone on the inside and vinyl color matching on the outside. We walked around looked at the colors. I signed the contract. The salesman came over about a week later and brought a small sample and we went outside and looked at the match on the outside of the house. Only that color was what I wanted on 17th the installers came and as soon as they got one of the windows in, I noticed it was the wrong color. I champion windows and they basically told me I signed a contract for and there was nothing I could do about it. I was stuck. I’ve contacted champion window at least three or four times to find out how we could resolve. This no contact has been made by them to me , I am very unhappy with their customer service and the fact that I did not get what I wanted. I have two windows in my house that do not match all of the other ones in my house. I did feel somewhat pressured the day. The salesman was there to go ahead and get them ordered because it takes 4 to 6 weeks for them to come in , I have talked to three or four different people at Champion and they said they would have to contact somebody higher up and get back to me which they never have. I am very unhappy thank you.

  Business response

  06/21/2024

  While we understand that the customer is unhappy with the color of the windows, they are installed according to the contract.  Our regional operations manager spoke to our customer and explained that we are unable to change the color of the windows however we did extend an offer if the customer chooses to proceed, for a discount on the remaining items that are close by.  Our contract, which is attached, shows the color as tan, as well as the signed certificate of completion.  We feel awful that our customer is not 100% happy with their windows but we do think that they are still beautiful and give her adorable dog a great view to the outside.  We will be here waiting should our customer choose to move forward with our offer or if there is anything additional we can assist with. 

  Customer response

  06/25/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  07/12/2024

  The windows that they installed did not match the rest of my house. The only option they gave me was to give me a discount on two additional windows. Why would I put more windows in that do not match the rest of my interior.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Entry was Door was installed. Reported the seal that was installed has gaps that you can see light coming through losing air and heat. This is the 2nd time calling the problem still not addressed. No. Returned call. Please help!

  Business response

  06/21/2024

  Champion stands behind our products and we have a warranty that shows it.  We are pleased that we were able to complete this service on June 18, 2024.  We have followed up with our customer on June 19th, where the customer confirmed all issues were resolved.  We hope that the entry door will be used to welcome friends and family into their home and fill it with wonderful memories for many years to come.  We are thankful for the opportunity to service our product and should there be any further questions or concerns, our customer can reach out and we will be available to assist. 

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* * ***** ******
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are elderly, *** is a Vietnam veteran and legally blind, so small print is hard for us. The salesman, Brady M*****, came to give us an estimate on a new sunroom on May 30th, he pressured us to sign that day or we would loose the 30% promotion. We ask for a couple of days or until the next morning to think about it. He said no we had to sign today. We saw a new promotion for June, 35% + $1000. We called with questions, 3 bus days after he was here. Due to poor customer relations (msgs left with no return calls) we decided to cancel. We received no services and ask for our down payment to be returned. They said they will not return the down payment.

  Business response

  06/28/2024

  First and foremost, we want to express our sincere gratitude to our customer for his service. We have the utmost respect for our service members.
  While our field representative was on vacation, he received a voicemail from our customers on June 5th. In the message, the customers stated that they had seen a promotion for a different percentage than what was offered. They did not mention cancellation; rather, it was a question about a discount.  When the representative returned, he promptly contacted our customer and explained that all of our product prices would be increasing on June 1st. He assured the customer that they still received the better deal. However, the customer was upset that her question had gone unanswered while the sales rep was out of town.  On May 30th, our customer signed a contract to purchase a sunroom. At the time of signing, our customer received a notice of cancellation, which they signed, acknowledging that they had until midnight on June 4th to cancel the contract. The customer initiated the cancellation a day after the deadline had passed. According to the contract, the cancellation must be submitted in writing, signed, dated, and returned by registered or certified mail, or hand-delivered to our location. A voicemail requesting a discount does not qualify as the required notice for cancellation of the contract.  We understand the customer's situation, but we have to follow the contract. We didn't receive the signed documents required by the contract, and the cancellation request was made after the cancellation period had ended. Despite our efforts to find a solution, we have decided to honor the customer's request and have closed this sale. We regret not being able to proceed with the project and see the sunroom built in their home, but we have officially closed this out in our system.

  Customer response

  07/01/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** *** *** **********

  Please see the rejection letter response attached. Thank you

  Business response

  07/10/2024

  As stated in our previous response...
  While our field representative was on vacation, he received a voicemail from our customers on June 5th. In the message, the customers stated that they had seen a promotion for a different percentage than what was offered. They did not mention cancellation; rather, it was a question about a discount.  When the representative returned, he promptly contacted our customer and explained that all of our product prices would be increasing on June 1st. He assured the customer that they still received the better deal. However, the customer was upset that her question had gone unanswered while the sales rep was out of town.  On May 30th, our customer signed a contract to purchase a sunroom. At the time of signing, our customer received a notice of cancellation, which they signed, acknowledging that they had until midnight on June 4th to cancel the contract. The customer initiated the cancellation a day after the deadline had passed. According to the contract, the cancellation must be submitted in writing, signed, dated, and returned by registered or certified mail, or hand-delivered to our location. A voicemail requesting a discount does not qualify as the required notice for cancellation of the contract.  We understand the customer's situation, but we have to follow the contract. We didn't receive the signed documents required by the contract, and the cancellation request was made after the cancellation period had ended. Despite our efforts to find a solution, we have decided to honor the customer's request and have closed this sale.

  Customer response

  07/12/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** *** *** **********
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Customer service is terrible. Had a problem with installers and local manager. Tried to resolve issue with Tracey at corporate headquarters but got no satisfaction. They do not want to resolve the problem

  Business response

  06/21/2024

  Champion has collaboratively found a solution for the current issues with our customer, which has been approved by them. We are excited about the opportunity to work with our customer again in the future and see our products displayed in their lovely home.

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is currently in process with the company.  They have proposed a solution which will be acceptable to us once the documents are signed by all parties and a check has been received  by me.  They say it can be signed and agreed upon by both parties today.   Will wait to see before cancelling this complaint  
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Champion began installation of new windows in my home in August 2021 (probably didn’t actually finish the job until 2022). Subsequently, after discovering a large crack in one window, in January 2024, I submitted a claim online under Champion’s purported lifetime warranty. I never received any written confirmation of Champion’s receipt of my warranty claim. Nevertheless, I have received a couple of phone calls from the company (Samantha with a 513 area code) indicating that they will replace the broken window. However, it is now June 2024, and I am still waiting on Champion to honor its warranty and replace the broken window. This is ridiculous. This company needs to be put out of business based on the number of complaints it has received from similarly situated customers. I would gladly serve as a lead plaintiff in any class action against this company.

  Business response

  06/17/2024

  I am pleased to inform you that our customer service manager has successfully scheduled the installation of your order for June 24th, 2024. We appreciate your patience and understanding throughout the ordering process. Should you have any questions or need further assistance, please do not hesitate to reach out to us. We are committed to ensuring a smooth and successful installation experience for you. Thank you for choosing our services, and we look forward to serving you on the scheduled date.

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Billed for services not provided. They did absolutely nothing and they billed for thirty percent of total bill

  Business response

  06/10/2024

  Our customer signed a contract with us on January 29th, 2024 and signed the cancellation on February 6th, 2024.  Under the contract terms, after the recession period has expired, the down payment becomes nonrefundable.  The contract was cancelled after the recession period had ended making the deposit nonrefundable.  Champion explained the contract prior to signing, when the cancellation notice documents are presented to the customer and it was again explained at the time of cancellation, our customer decided to move forward with the cancellation request.  We are saddened that we were unable to move forward with the contract and would have loved the chance for our products to shine within their home.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩