Complaints

• Initial Complaint

  03/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered Champion Windows with the belief that they would honor their warranty for free lifetime window and screen repair. I have 2 screens that are damaged and need repair. I received a phone call today stating they don't service screens until "Spring". Today is March 11, 2025. I asked the representative when "Spring" started because its "Spring" in ******. She had no answer or date or timeframe other then "Spring". I was then told I could bring the screens to the local Champion warehouse for repair, which I could do anytime. I was told an appointment was necessary to come and drop the screens off. The rep generated a ticket and said that Champion of ****** would call me in 90-180 DAYS to schedule an appointment. I told her it would be the middle of winter by the time they get around to calling me for an appointment, much less fixing my screens. I would like a call back and a scheduled repair time in the next 1 month by Champion of ******.

  Business response

  03/19/2025

  We sincerely apologize for any confusion regarding your service. Initially, your call was handled by our call center, which provides customers with information on expected wait times in their area before directing their inquiries to the appropriate division. We have communicated with your local customer service representative, who is available to assist you in scheduling an appointment or arranging a pick-up/drop-off at your local office. We appreciate your understanding in this matter and look forward to efficiently addressing your screen repair needs. Thank you.

  Customer response

  03/19/2025

  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

  03/10/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Sept 27, 2024 we signed a contract with Champion Windows of *****. The total cost was $24,470.00. There is no service after the sale - not one bit of communication from the sales team or project mgr. We received a text mssg about the status of our window order being submitted and a request for a survey. We were told our windows would arrive 12/31/24, middle of January 2025 I started calling every number I could find to reach someone with no answers anywhere. I left voicemails and finally around January 20th I received a call from their installation manager saying they were going to schedule us for installation on January 27th. After they completed - which they left broken glass in our driveway and in our flowerbed. I reached out to them asking about the details for trip they said was part of their sale when we purchased the windows. But we never received any information on it. I couldn't get ahold of anyone. It took close to two weeks before I was able to get someone to return my calls about the trip. ***** ****** ***** ******** and **** Insurance both needed a notice of project completion and the Ufactor of the windows. I have made three weeks worth of phone calls, emails, text mssgs, facebook mssgs and not able to get anyone to respond to me.

  Business response

  03/14/2025

  We appreciate your willingness to share your concerns with us. I would like to thank you personally for taking the time to speak with me over the phone. We sincerely apologize for any shortcomings in the customer service you experienced. We wish to assure you that you will receive the exceptional customer service that you deserve moving forward. We look forward to our appointment on March 19th, during which we will conduct a comprehensive clean-up and evaluation of your windows. We value you as our customer and thank you for entrusting us with your home improvement project. If you have any further questions or concerns, please do not hesitate to contact us, and we will be more than happy to assist you.

  Customer response

  03/14/2025

  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

  03/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made multiple request for cancellation of my contract with Champion Windows. This project has dragged on for over a year, and I have lost complete confidence in Champion’s ability to deliver on the agreement we signed in December 2023. I would like to outline the issues that have brought me to this decision and request that my deposit of $29,851.80 be returned, given the repeated delays and lack of communication. 1. December 2023: I signed a contract with Champion Windows, paying 30% equaling $29,851.80 2. January 2024: Earl, the original contractor, visited to discuss project details and measurements. Never heard from him again, numerous attempts to contact him from March-June 3. July 9, 24’ Tyler, a new contractor, contacted me, apologizing for the lack of progress and informing me that Earl had left the company and no information on my project was available and needed to start over with measurements and details. 4. August 9, 24’: Tyler completed measurements and informed me the project would be done by the end of September. 5. September 30, 24th: I contacted Tyler for an update and learned that the project was delayed due to permitting issues. 6. October 23, 24th: Contacted Boise Permitting Office, informed they had been waiting on Champion to provide information since August, received no response. Left a message for Tom R***** ( regional western manager) but received no follow-up, no phone call. 7: December 3, 2024: Tyler visited for measurements. During this visit, I reiterated my frustration and stated that I had lost confidence in Champion due to the repeated delays and poor communication. At this point, I believe I have been more than patient and have tried to work with Champion at every turn. However, the delays, lack of communication, and inability to make meaningful progress have caused me significant stress and financial hardship. I have had several other e-mail exchanges and phone conversations that I can add, but not enough room on this space.

  Business response

  03/13/2025

  Thank you for bringing this issue to our attention. We sincerely apologize for any shortcomings in communication and customer service that you may have experienced. We have processed your request for a complete cancellation of your window and sunroom contract, and the refunds have been issued to your original payment method. We regret the delays that occurred during this process. We wish you success in your future home improvement projects. Thank you for your understanding and patience throughout this matter.

  Customer response

  03/16/2025

  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

  03/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec. 23rd Champion came to install windows, out 16 windows 15 of the colonial grids were off center and looked horrible. Attempt 2 all of the window sash replacements were built to small, attempt 3 most were right except 3 bottom sashes that colonial grids were off center. Now there is going to be a 4th attempt after the 3 lower sashes are built. After many times on the phone with corporate office it just seems like they don't care about the quality or the fact I paid upfront for a service. It's a lot of money I have saved to improve my home and they just don't care in my experience with dealing with Champion Windows.

  Business response

  03/06/2025

  We appreciate your bringing this matter to our attention. Our primary aim is to ensure that you are completely satisfied with the product you received. We would like to reassure you that we value your experience and sincerely apologize for any inconveniences that the recent quality control issues may have caused.

  We have been in direct contact with our manufacturing facility to ensure that these issues are addressed thoroughly and that proper follow-up measures are implemented. Furthermore, we are prioritizing your order to facilitate its prompt completion.

  Thank you for taking the time to speak with your local regional operations manager on March 6, 2025. Your trust in us for your home improvement needs is greatly appreciated, and we are dedicated to achieving a satisfactory resolution. We will keep you informed with updates as they arise throughout this ordering process. Thank you for your continued patience.

• Initial Complaint

  03/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  30 weeks…7 months. That is how long it has been since we signed a contract Aug. 5th for an 8-10 wk job & it is still not finished. The delays started almost immediately. It took 3 wks for someone to come out & measure our windows (after we called & asked them when they would be coming out). We were told by our salesperson we should still be on track. At wk 11 (Oct. 22nd) we received a text notification that our windows have arrived to the local showroom. After not hearing from the showroom we sent an email on Nov. 2nd to customer service asking when the windows would be installed. That is when we were informed that one of the windows arrived broken (the kitchen) & that the replacement had already been ordered. We decided to schedule the install & have the broken window replaced when it came in. We scheduled the initial install for Nov. 20th. When the crew arrived, they told us that they found another window had been broken (the bathroom) & that the manager of the showroom had already been notified & the window was being ordered. Jan. 17th, we reached out via email asking when the windows would be here & when they would be installed. We are not very energy efficient with cardboard on the kitchen window & one of layers of glass broken on the bathroom window. Let alone we are not secure in our home with a cardboard window. We sent another email on Jan. 22nd due to no response & again on the 29th. These emails were responded with so & so “will call you” & the last email on the 29th said someone would be in contact with us & if not, to call. We did not call, because we are very busy & frankly, we don’t think we should have to put forth any more effort than we already have. That leads us to today. 30 wks without all of our windows installed that we have been paying on. We want our windows installed & our money back for these 2 windows simply for the fact that we have had a cardboard window reducing our home efficiency & also reducing our home security.

  Business response

  03/07/2025

  We sincerely apologize for any inconvenience you may have encountered due to the lack of communication. We have prioritized your order with our factory to facilitate prompt completion and shipping to your local division. We are looking forward to our scheduled appointment on March 14, 2025, to install the replacement glass for your additional window. Upon receipt of the other order, we will reach out to you to arrange a convenient time for installation. We greatly appreciate your patience throughout this process and remain committed to providing you with updates as we receive them from our manufacturing facility. If you have any further concerns, please do not hesitate to contact us, we will be more than happy to assist you. Thank you

• Initial Complaint

  02/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December we decided for insulation for the outside of our home and sliding . The salesmen came out on December 13, 2025. We decided to spend the amount of $10000 for the work to begin. The salesman ask about Soffit. With the additional work it would cost about $10900.00. Once we decided on the Job the Salesman charge my credit card $3273.00. The Salesman advise me that I had three change our decision. I gave them the ok to start working on my house Feb 5 of 2025. I asked them when will they start doing the sliding on our house. The supervisor told me that "Chapman" don't do that type of work. I reach out to the Salesmen and District Salesman text me and came out to my house on 2-14-25. I am requesting $3273.00 refund back to me because they didn't complete the work per contract.

  Business response

  03/10/2025

  The installation process began on February 5, 2025. Unfortunately, we experienced some delays due to adverse weather conditions and the ****** family's prior travel commitments. We are pleased to report that the installation has been successfully completed as of March 7, 2025. All items have been installed per the contract. If they have any further questions or concerns, we encourage them to contact us, and we will be more than willing to assist them.

• Initial Complaint

  02/26/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business is calling multiple times daily after being asked to remove me from all contact lists. Multiple phone numbers are being used to circumvent the act of blocking them.

  Business response

  03/06/2025

  Thank you for bringing this matter to our attention. We want to confirm that you have been removed from our Do Not Contact list. You were placed on the Do Not Contact list on 2/26/25 at 10:57 am CST. We apologize for any inconvenience caused.

• Initial Complaint

  02/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I left 2 screens for repair of small plastic parts in early December. I was told that they would call me when the screens were ready, in about 4 weeks. Their repair department is very difficult to reach. On at least 4 occasions they have told me they would check and get back to me, but they have not gotten back to me. Can you please help me get my screens back?

  Customer response

  02/24/2025

  From: *************** <***************>
  Sent: Monday, February 24, 2025 5:52 PM
  To: Info <***********************>
  Subject: Message from BBB.org
   
  
  Complaint ID: ******** has been resolved. Champion Windows Denver delivered the repaired screens today Thank you so much!
  
  Sent from **** ********** ***************************)

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product from champion Windows November of 2021 it was a special order product. The product was delivered March of 2022. There were two separate teams that came to install the doors. The job is still not completed. There wasn't individual who came out March of 2023 to look at the incompletion of the job and take notes. He said that he would order the necessary equipment and follow back up with me. I called several months later to follow up with champion to see if the parts were ordered for the door. After speaking to a receptionist she said that the parts were there and we just needed to schedule the job. I had I had scheduling conflicts with the receptionist and trying to get the repairs made. I have never received any more follow-up calls from champion I never received any more follow-up calls from the gentleman who came out to my house to assess the situation or assess the damage. I called to follow up with champion today to see if I could get the work completed I was told I have to now wait another 90 days. I was also told that I would be charged a service fee. I'd like for someone at champion, to please help me understand why I be charged a service fee for work that has not been completed? Also, I'm never allowed to speak or afford the opportunity to speak with a manager. The contract says that the doors are lifetime warranty are guarantee.

  Business response

  02/25/2025

  We wish to express our sincere apologies for any shortcomings in communication regarding your service request. Our records show that this issue was raised previously and has not yet been completed. To address this matter, we have decided to remove the trip fee associated with the service. We have also received the punch list from the service technician who performed the evaluation at your residence on February 24th. We are currently in the process of gathering all necessary materials to complete the service. Once we have prepared and received the required materials, we will reach out to you promptly to schedule an appointment. We appreciate your continued patience as we work diligently to resolve this matter for you.

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid the first installment in Aug 2024 so they would order the doors & windows. As of today, 2/18/25, we have one door installed. That door has two windows that are both leaking air. We have now made the 2nd payment. We have not received any updates from the company as to where our other door or the two windows are. I have contacted the main office, been transferred to Albuquerque, but we never get any updates or are contacted by anyone unless I call and badger for information. I even told them that I wanted our money back as we were not satisfied with the customer service and were unable to get our product. I was told that a refund was not possible. The customer service at this company is the worst I have ever had to deal with. I now spoke with a Steve who stated that he was the Regional Manager. He took the information and stated he would get back to me before end of business today. I have still not heard from him

  Business response

  02/25/2025

  We appreciate your continued patience as we address the concerns related to your two replacement windows and entry door. We wish to provide you with an update from our manufacturing facility: your windows have been completed and are currently in the process of being shipped to your local division. We will reach out to you within the next week to schedule your repair, as well as to conduct an evaluation of your entry door. We are committed to resolving these matters promptly. Thank you for your understanding, and we will be in touch soon.

*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. ↩