Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought and had installed new windows through this company at the end of 2024. Upon installation it was indicated to the install crew that one of the windows had a defect where the handle was bent. When I brought the issue up, I was informed that the defect had already been noticed and reported back to the business so that I could be contacted about options to fix the issue. I have not heard anything from this company since my window installation. I have made multiple attempts to call the business utilizing the phone number listed on their website and the number rings to an empty line and is never picked up. I also submitted a service request for the window with my contact information in December and have never been contacted.

  Business response

  01/30/2025

  Thank you for bringing this matter to our attention. Your local installation manager has called and left voicemails but has been unable to reach you. We are eager to set up an appointment for an evaluation and complete the repairs which are covered under your limited lifetime warranty. We appreciate your patience and look forward to making contact with you soon. 

  Customer response

  01/31/2025

  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

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in contact with Debbie asking for the screen to be replaced on this storm door which is still under warranty and the company is saying it is not under warranty. It is within a year since the storm door has been installed. I would appreciate it if Champion Windows would stand by their warranty and replace the screen on this storm door and make it right.

  Business response

  01/20/2025

  Thank you for bringing this matter to our attention. We apologize for any confusion or miscommunication. Your local installation manager has confirmed that this issue is covered under your limited warranty. We will be ordering a new screen replacement kit to repair your storm door. Once your order is received, we will schedule your appointment at a time that is convenient for you. We appreciate your patience and thank you for your understanding.
  

  Customer response

  01/24/2025

  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

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered into a Contract for 2 large windows (consisting of 3 lower windows and one upper eye-brow each). The windows were to be white vinyl interior and cream/ivory exterior (extra charge & time for manufacturing). First set of windows came in at the end of Aug 2024 and installation started mid September 2024. It was discovered the the windows were not dual colored as the contract stated. Installation stopped, and new corrected windows were ordered "RUSH". After hitting the same 8 weeks of the original order arriving - we were given excuse after excuse why they had not arrived. We received no contact from the local office of Champion at all unless we contacted them to get an update. After the last contact in November, we were told our windows would arrive by 3 Dec, a phone call on 19 Dec Regional Director "R**" told us they would be shipped and local by the beginning of Jan 2025. Today - we emailed "Rob" and he told us the windows came in on 7 Jan ... in the wrong color. To date, we were never given the option to accept the white on white windows - only that Champion wanted to make this "right". Champion has held our deposit money for 7 months. Champion removed my original window and half installed a wrong window. Making it impossible to reinstall my original window or would allow me to cancel my order as my original window was destroyed in the demo. There is no phone number that we have found to talk to someone at the corporate office. The number listed with the BBB gets you to a Champion Head Quarters directory switchboard where you have to enter an extension or a name. No other option.

  Business response

  01/15/2025

  We appreciate our customer for bringing this matter to our attention. Management from the local division has communicated and reached an agreement with Mr. & Mrs. *******. We will be proceeding with the installation of the white windows and will address the pricing related to the color difference. An addendum will be sent out to provide a formal record of these adjustments. We would like to apologize for the delays and assure our customers that we are committed to achieving a satisfactory resolution. We value their continued patience and will be in contact with them this week to move forward with the installation process.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows  15months a window was not installed right they came back out an ordered a new one nov 24 scheduled for repair was no show called an they forgot to order window an now not returning calls

  Business response

  01/15/2025

  We would like to extend our sincere apologies for the delays experienced, and we appreciate you bringing this matter to our attention. We are pleased that we successfully completed your service on January 14, 2024. Your patience throughout this process has been greatly valued. Should you require any further assistance in the future, please do not hesitate to reach out to us. Thank you for your understanding.
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had all of my windows and one patio door installed on Dec 4/2024. The installation process was far from what the email from Champion and it's salesman explained. The main front window has not been installed correctly and can not be opened or locked (it feels like it is going to fall out) and the frame is bent and dented. The patio door can not be locked properly. Both of these issues were brought to the attention of the installation crew and I was assured they were fixed. The crew dispersed before I had a chance to check them properly. When I called the installer foreman that night he told me he would return to fix the issues the next morning. I also called my Champion representative and left a voice message. I have not had a response from either since. I have called several of the Champion customer service lines several times and left messages to be called back (not happened yet). I was told my representative was now Mxxx (***-xxx-xxxx) I've left 2 messages w/her. Since installation I have noticed several other problems including a rip in one of the window screens, the basement window frame bent and rusty, shoddy and missing caulking around windows, cracked window sills, scuffed baseboards, stained window blind (which the installation crew insisted on installing I'm thinking now was to hide the fact that the window wasn't properly installed). I would like the company to at least come and fix or replace the obvious problems - front window, patio door & screen.

  Business response

  01/15/2025

  We appreciate you bringing this matter to our attention. We sincerely apologize for the lack of communication and are committed to providing you with exceptional customer service moving forward. We look forward to addressing all concerns covered under your limited lifetime warranty to ensure a satisfactory resolution. Thank you for your patience. We look forward to our appointment with you today.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Champion Windows installed in 2002 to replace old windows in my newly purchased home. The Champion Windows have an original owner lifetime warrantee. Several years ago the seals broke on 11 panes. In Spring 2024 I reached out to Champion for warrantee replacements. It took THREE MONTHS of phone tag with a customer service scheduler out of Ohio before a technician was scheduled to look at my windows. It took weeks to get on the schedule. When he finally arrived, he assessed that the frames were warped and the seals broken. He took many photos. In October, they came back to install the windows, but corporate had only sent glass, not frames for my windows. The tech apologized and said they would fast track my order and get the new windows before Thanksgiving. He gave me the regional manager's phone number. It's now January and calls to the regional manager and customer service have gone unreturned. I would like Champion to follow through on their warrantee and communicate with me. My home is losing heat and the windows look terrible.

  Business response

  01/15/2025

  We appreciate you bringing this matter to our attention. 
  Upon review, we have determined that the glass previously ordered corresponded with an older style of your windows. We will need to replace your windows with our newer style by ordering complete units. We have already processed your order for the full windows in the new style and have placed it on an expedited list with our manufacturing facility to ensure timely completion and shipment. We appreciate your patience during this process and wish to reassure you that we stand by our limited lifetime warranty, and are committed to seeing this matter through to resolution. Should you have any further questions, please do not hesitate to reach out. We value your continued patience and will keep you updated on your order status as information becomes available.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We first contacted Champion in September 2024, and placed an order after meeting with the sales rep who originally promised a 6-8 week delivery window. We place our order in early September, and then a few weeks later, our sales rep contacted us again and said he had forgotten to doing something, and we needed another signature. He told us not to worry, and that we would have our order delivered still, but now the timeline was 6-12 weeks. After 12 weeks, I called for a status update, and was told I would get a call back in 24-48 hours. No call came, so I called again, and then again and again, and again. I was always promised someone would call back with information, and I have still never received a call. I have tried every way to contact this company for information, and every single person at the call center promises a return call, which then never comes. They have told us that emails have been sent, escalated, etc, and yet we still have no information on our order or any expected delivery. We have paid many deposits for this order, and it feels very much like we have been scammed at this point. We are now over 4 months into our wait, and still, no one will call us back with any status on our order. I have exhausted every attempt at getting a response, so I am now trying this as a last resort.

  Business response

  01/10/2025

  We appreciate you bringing this matter to our attention and wish to extend our sincere apologies for the delays and lack of communication encountered. Moving forward, we are committed to providing you with the exceptional customer service that you rightfully deserve. We are eager to complete your installation and confident that you will enjoy your Champion Windows in your beautiful home. We encourage you to reach out to us to fully utilize your limited lifetime warranty should you require assistance in the future. Thank you for placing your trust in us for your home improvement project; we greatly value your business.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 5 windows through Champion Windows April 4, 2024. I was told my windows could take up to 6-8 weeks to be made and installed. The payment plan began deducting my funds for the windows in May 2024. The windows were installed May 29th, but one of them was broken so they put a small sticker on it to prevent it from shattering. This is my bedroom window (image attached). 2 cracks/breaks and sharp edges. The technician said he would call and place the order for a replacement when he left my home. I called Champion Windows twice near end of June to ask about the window replacement. I was finally told in a voicemail 06/28/24 "oops, um, the order was stuck and never placed. " I returned the call and left a voicemail asking how soon the replacement would be here and installed. 9/12/24 my husband called Champion since I never received a call back. They said it was ordered and should be here by end of October. On 10/23/24 the tech came back with the wrong window. He said he would place the order AGAIN for the right window and it would take 8 weeks to create and come back to install. I called Champion 11/04/24 asking about where I was in the ordering process. I was told by the customer service rep it was not ordered. I asked for a supervisor and she refused. She told me it would be ordered by the end of the week. 12/31/24 I called AGAIN and was told it wasn't ordered until 11/29 and they had no reason why. Champion advised it would take 16 weeks. I asked why i was never told and she couldn't give a reason. I still do not have my final window and I've already paid $3000 of the $10000 I had to obtain a loan for this. No communication to me, no answers as to the delays over and over and no reason why they pushed my order to the end of March. Nearly 1 full year from the original order date.

  Business response

  01/07/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused and want to assure you that we are committed to resolving it promptly. Your order has been communicated to our manufacturing facility and has been prioritized for expedited processing. The current estimated time of arrival for the window delivery is the last week of January. Should there be any changes to this timeline, we will keep you informed with updates as they become available. Once your order is shipped to your local division, we will reach out to you to schedule a convenient time for delivery. We appreciate your understanding and patience, and we look forward to addressing all concerns covered under your limited lifetime warranty. Thank you.

  Customer response

  01/11/2025

  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. They are scheduled to replace my window Monday 01/28/25. Thank you!
  
  Regards,
  
  *** *****
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my front door replaced back in 2009 but I have a lifetime warranty and I'm having an issue with the locks to this door. I have not been able to reach the company to come out for repairs. I finally got through to someone but they were unable to help as they couldn't reach anyone that could help.

  Business response

  01/07/2025

  On April 22, 2009, we entered into a contract with the customer. On December 9, 2024, the customer initiated a service request to replace their entry door locks due to issues with latching. A local customer service representative reached out to the customer on December 19th to schedule the service. During the discussion, the customer indicated that the handle and locks on the entry door were not the original Champion hardware that had been installed. The customer service representative informed the customer that, unfortunately, we could not service the locks and handle as they were no longer Champion products, resulting in a voided warranty. The customer subsequently indicated that they would seek assistance from their own service provider. As a result of the warranty being voided, we have closed the case in our files. For further reference, please see the attached warranty document, which outlines the relevant terms.

  Customer response

  01/16/2025

  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

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 2, 2024. Down payment of $6k for a 20K job of several window installations. Need down payment back and compensation for time wasted. Salesman arrived at the house and spent about 2 unnecessary hours with his pitch. I agreed to replace 5 windows in my house with the understanding that *** required all exterior aesthetic and color to match existing (he said this was no problem). I also told him that the mullions for the casement windows had to be kept intact due to *** rules. Few days later salesman informed me that the color cannot be matched. Also upon checking, I informed him that the mullions did not have to remain therefore the cost should be much lower due to the changed scope. He refused to budge on price. I asked if i could have the price lowered so i can have the windows painted afterwards and he told me this would void the warranty. Also i would need board rejection to receive my $6 k down payment back. For the measurement appointment - the person never showed up with no call after giving me a 4 hour window. No follow up to reschedule. Never received a call back from customer service - nothing. Tried calling the day of the appointment to inquire about where the rep was - was on hold 15 minutes and never got through. Took time off from work waiting for this person to show up and never even received a call the day of, or after.

  Business response

  12/29/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the oversight in not identifying the inability to match your existing trim earlier in the process. We acknowledge that this situation is in no way attributable to you. We have processed a full refund and canceled the associated contract. We regret any frustration this may have caused and extend our best wishes for your future home improvement projects. If you need any further assistance, please do not hesitate to contact us directly. Wishing you a joyful New Year.

  Customer response

  01/03/2025

  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,
  
  ***** *****
  

*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. ↩