ComplaintsforChampion Windows & Home Exteriors

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 11th I contracted with Champion windows to install a sliding door. I was told it would take 8 to 12 weeks. On July 1st (16 weeks) area was framed for new door. 2 weeks later wrong product was delivered. Doors were delivered without Grids but had to be installed as area was wide open. I was told at that time it would take 6 to 8 weeks to remake correct product. I called today and was now told 12 to 14 weeks. Product is being financed through ***** ***. No interest if paid in 1 year. As job will not be completed on time I feel more time should be given to pay.

  Business response

  08/16/2024

  We apologize for any confusion caused by the timeline we provided. We have confirmed that your product is expected to be delivered before the end of the month. While delays in receiving materials are beyond our control, we are committed to keeping you updated throughout this process. Your local installation manager has assured us that once the products arrive, we will schedule your installation immediately. Thank you for your understanding and patience.

  Customer response

  08/21/2024

  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

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested a window replacement in April. Original contract with Maude B****, I bought the house from her. **** * ******* ******* ****** ****** ** ***** Window failure confirmed by Champion tech and measurements taken May 1st. About a week later I got an email stating the check had not cleared (which is in my opinion, not possible). I called the 888 phone number but could not get to a person, I gave up and in early June, I got an email stating my window would be scheduled for replacement the week of June 24th. July 2nd: After no contact from Champion, called the local office and explained the situation, they told me they didn’t know what the issue was but they’d investigate and have someone else call me back. July 10th: Still no call back so I called the local office and after a long wait, I left a message to please call me back with the status. July16th: After no response, I tried the 888 phone number and left a message to call me back at 11:20 CST. Called back in about an hour, said they’ll investigate and call me back in a day or two. July 23rd and still no reply.

  Business response

  07/31/2024

  We apologize for the delay in responding to your complaint. Your initial complaint was filed on 7/23/24, but we did not receive it from the BBB until 7/29/24.

  Thank you for bringing this to our attention. Our records show that the original homeowners purchased the product in 2009 and sold the house in 2015. The warranty for second homeowners is limited to one year for Champion products, starting from the date of sale. Since the one-year warranty has expired, we will waive the cost of your replacement sash as a one-time courtesy due to the timeframe of your service. In the future, there will be a trip charge, parts, and labor charge.

  Please note that the trip fee must still be collected before installation. We received a payment from you on 5/2/24, but it was returned unpaid on 5/7/24. This may have been because it was still under the original homeowner's name when taken. We have confirmed that no payment has been processed to this account.

  We sincerely apologize for the delay in receiving your replacement sash. We are working on retrieving an estimated delivery date from our factory. Once we receive the update, we will reach out to you as quickly as possible. When the product arrives, we will reach out to schedule a convenient time for installation. Thank you.

  Customer response

  08/12/2024

  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.

  Whether this is a warrantied replacement or not, I still need the window replaced and am willing to pay for that.  Every bit of this complaint would be easily resolved if I could just actually talk to someone at Champion who handles the issue instead of saying "we'll check into that and call you back in a day or two' then never calls me back.  

  
  Regards,
  
  ***** *******
  

  Business response

  08/14/2024

  We understand the need for your replacement window and are dedicated to addressing your concerns. Currently, the only payment necessary is the trip fee for installation; we have waived the sash cost as a courtesy for your wait time. From our records, your service sash has been received. Your local customer service representative tried to contact you in hopes of getting you scheduled as soon as possible. We will continue to make efforts to reach you.

  Customer response

  08/20/2024

  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  One of the windows that we purchased from and had installed by Champion windows is broken, not staying up when you raise it.. the windows have a lifetime warranty by Champion..we have made several attempts to contact them to schedule replacement of the window..please assist us with having Champion windows to honor their lifetime warranty

  Business response

  07/30/2024

  We apologize for the delay in responding to your complaint. Your initial complaint was filed 7/22/24, but we did not receive the complaint from the BBB until 7/29/24. 
  
  We apologize for the time frame it has taken for your appointment to be scheduled. From our records the customer support specialist tried to reach out to you by phone, email, and sent a letter as well. We are happy that we were able to make contact with each other on 7/23/24. We are looking forward to our scheduled appointment with you on August 7th (12-4). Thank you. 

  Customer response

  08/13/2024

  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. 
  

  ..the repair was conducted successfully, satisfactorily on Aug 7th..thank you BBB Cincinnati for your assistance with this matter..thank you Champion Windows for the repair..

  
  Regards,
  
  **** ** ******bb
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took our champion window screens to be repaired/replaced as they are about 20 years old and as long as you are the original owner they said they would be replaced. Well 3 weeks later they haven't been touched or started to be repaired. They say they don't have anyone available to fix them so that should of been communicated when we dropped them off otherwise we would not of left them since they told us it would be a week or 2 for them to be completed.

  Business response

  07/31/2024

  We deeply apologize for the delay in addressing your complaint. Although your initial complaint was filed on 7/19/24, we regrettably did not receive the complaint from the BBB until 7/29/24.

  We truly regret that the screens were not rescreened while in our possession, we understand the frustration this may have caused. We genuinely look forward to our visit to your home on August 9th to rescreen the screens on-site. 

  Customer response

  08/12/2024

  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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a Champion sun room for many years now. Called them over a week ago for a service call on several windows and a sliding door and sliding screen to this room. i also put it in writing on the website. After not hearing back from them after a week, I called again and was told it would be 60 to 90 days before they called me back. What? This company will come out, check out the problem, leave, order parts and have to come back again another time to correct the problems. There is a $119.00 charge for a service call. In the past I had to pay in advance was not asked to pay in advance this time. I think waiting that long for a call back is ridiculous, don't you agree? wait all that time to get a call back to set up an appt. to come to find out what the issue is and what supplies are needed to complete the service call. I am in hopes you can contact them and see if you can get this absurd issue resolved with the time of the service call. These rooms have a lifetime warrenty or so we were told when we paid over $20,000.00 for this room to be added to our home years agol. Now there are issues with dirt and water going between the double window panes along with other issues with the sliding glass door and the sliding screen. These issues need to be resolved asap. Thank you in advance looking forward to hearing from you. I would like a call back from the company with a sooner than later date they can come out and assess the problems and then get back out here to do the repairs needed. I don't think I should have to wait 60 to 90 days for a call back to get a time and date for my service call. The number I called that is on their website is tel: ###-###-####. Please try to get this handled asap. The point of a sunroom is to enjoy the window features and would be great if they were clear and not messed up with leaking panes that hold the dirt and water obstructing the clear view out. thanks

  Business response

  07/30/2024

  We apologize for the delay in responding to your complaint. Your initial complaint was filed 7/19/24, but we didn't not receive the complaint from the BBB until 7/29/24. 

  We apologize for any confusion the estimated time frame for service may have caused. We appreciate you bringing this matter to our attention. From our records, you called in on 7/11/24 for a service on your Sunroom. We apologize for the delay in the time it took to get you scheduled from your initial call in. Our customer support specialist has since been in contact with you, and has you scheduled on August 7th (12-4). We are looking forward to seeing you on the 7th to complete a thorough evaluation and see your service through to completion. Thank you.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had champion windows for years. When we had a hail storm go through a window was broken so I contacted champion. They came out, inspected all the windows and placed a replacement order. This was in March 2024. I have called twice a month since then with no result. Four months is unacceptable when I have a broken window.

  Customer response

  07/30/2024

  
  
  I filed a complaint against Champion windows and I would like to mark that as settled. They have contacted me and the issue is now settled and I agree with what they’re doing.
  Have a great day!

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Champion Windows March 25, 2024 for a warranty issue with a window. I have given them ample time to warranty the replacement of the window. They have verified every possible way to contact me, yet they have only contacted me twice. On April 15, 2024 they let me know that the window was being made. On July 3, 2024 after reaching out to Champion and leaving several messages Adriana contacted me, she stated that all of my product has not been received, it's one window. That she follows up with the "factory every day of every week" yet they can't provide me any updates. It has almost been 4 months, this is unacceptable as the company prides themselves on a LIFETIME WARRANTY. They use this warranty as a sales tactic when selling their products. Now that it is time to honor the warranty, they want to charge me a service fee, in addition to not honoring the warranty in a reasonable amount of time.

  Business response

  08/01/2024

  
  
  *** ******* picked up his sash on Tuesday, July 30th, and is satisfied. Since this matter is now resolved, could you please assist in closing this case

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid for windows in full on April 3, 2024 because we were offered a discount if we paid then. Windows were installed May 3. 1 window came from the factory broken & my front, triple slider was broken by the installer while he was carrying it. It's now July 15 & still no resolution. I have been looking out at a taped up (with bugs stuck to it) cracked from one end to the other & shards of glass missing from the outer pane window now for 2.5 months. They have had $16,042 of my money for over 3 months! We were also told we would receive a "kick-back" if we referred someone & they purchased windows which we did...my brother-in-law. Haven't seen any of that either.

  Business response

  07/23/2024

  We truly appreciate your patience as we strive to bring all the items in-house and ready for installation. We sincerely apologize for the delay. Please know that we are working diligently to expedite the process and get all items to the location as swiftly as possible. Rest assured, as soon as everything is available, we will reach out to schedule the service for you. Thank you for your understanding.

  Business response

  08/14/2024

  We are delighted to let you know that the concerns have been taken care of and successfully resolved. We genuinely appreciate the opportunity to help, and we also want to express our gratitude for contacting the BBB on August 3rd to confirm that all matters have been addressed. Thank you for your understanding.

  Customer response

  08/16/2024

  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

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 2022 I requested information from Champion windows about their replacement windows. Ultimately I purchased all the windows I will ever need from Pella. However, Champion is continuing to send me advertisements in the mail every month. I have contacted them by phone twice. Both times they told me they would stop sending me mailed advertisements, but there would be a 3 month delay for processing. I just got another ad in June, which is 5 months since I last contacted them. It has a postmark from *********** **. I think sending me unsolicited ads every month for two years is very excessive. It is a waste of time, energy, and resources for all involved. Please, please, please, just stop sending me ads now, immediately. PS I was a batch computer programmer for 3 years, so I know you can get my name now off your mailing list. I think I have a right to ask for it now, since you have already lied to me twice about this, and I don't trust this 3-month delay crap you are laying on me. NOW, please.

  Business response

  07/19/2024

  We could not locate this customer in our system but took the initiative to add them to our do-not-mail list. We are sorry that our advertisements have caused an issue. This BBB complaint is invalid per the BBB guidelines. We have not entered a marketplace relationship with this customer and never provided goods or services. We kindly request its removal.

  Customer response

  07/19/2024

  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.

  As you will be able to tell from my long response, I am pretty dismayed and upset by the slick answer. Perhaps I left too much of my feelings out of my initial complaint. Let me be more open about my feelings, in the hope of getting a genuine response from Champion on this. 

  Could Champion please tell me how long it will take for me to no longer receive advertisements from Champion Window? I ask this because, as I already stated and Champion ignored in their response, I have been told by Champion customer service twice that my name was added to their do-not-mail list, to no avail. I am still getting their unwanted mail. So, as far as I can tell, the resolution offered to this complaint is just a continuation of their bad business practice that I am complaining about. I understand it sounds good, oh yeah, they're putting me on their do-not-mail list. They just don't tell anyone that their do-not-mail list isn't actually working. 

  To further emphasize how bad this mailing-forever practice is, it is illegal to do this in ***** ********. Unfortunately, ******* has not passed a law against it yet. 

  As far as the business relationship goes, almost two years ago, when I was researching replacement windows for my house, I talked with Champion about their windows. Their windows were under my consideration at that time, but I ultimately chose another company. This other company replaced every window in my house, with a lifetime warranty. I do not now, nor do I expect ever, need or want any windows from Champion. Nevertheless, Champion keeps sending me advertisements at least once a month. If every company I researched for my home improvement projects followed this wasteful, aggressive  business practice, I would be inundated with unwanted mail. Fortunately for me, Champion is the only business that is doing this. They are at least outstanding in this regard. Champion is wasting our natural resources, paper and energy, and abusing our USPS, so some business statistic looks better somewhere, somehow. This callous disregard for my wellbeing and the wellbeing of the planet takes my breath away. Hello, Champion, you have no hope of ever selling me any windows, ever. So please get out of my life. 

  I also have to ask Champion, if you have no record of any relationship with me, then how did you get my address? Where did you get the notion that mailing advertisements to me every month forever would be a great idea? I have a real  problem with this overly aggressive business policy. I resent being fodder for your advertising mill, and I want you to stop. NOW. It's been so long since I last spoke with Champion customer service, I can't remember how many months you say it takes your do-not-mail list to actually work. My anxiety about this is increased, since you failed to mention a time frame in your response.

  So we are clear, what has been happening for years is this:

  1. I call Champion and customer service tells me they have put my name on their do-not-mail list. Sound familiar?

  2. I wait the required number of months, and I still receive mail from them. 

  3. I call Champion back, and they tell me they have no record of anything, but they will put me on their do-not-mail list. 

  4. Repeat #2.

  Since the wait time is so long, many months, this has the potential to go on for a very long time. 

  So again, if Champion would tell me when the advertisements will actually stop (this has to be at least a month from now, since the mailings are monthly), at that time, if the advertisements have stopped, then I will close the complaint. If or when I get another advertisement from Champion, I will upload a picture of the envelope and advertisement to the complaint.  
  

  Regards,
  
  ******** *****
  

  Business response

  07/30/2024

  We apologize if you feel as if our response before was "slick" that is never our intent when communicating with consumers. As stated in our previous response we have you added to our "Do Not Mail" list. We have also added you to our "Do Not Call/Email" list as well. We have ensured that this was completed successfully. We did receive an update that we are working out in the mail into October. Not receiving our advertisements should take effect in November or December. In the meantime, please disregard any mail you may receive before that time period. We apologize for the inconvenience and frustration it may cause. Thank you,

  Customer response

  07/31/2024

  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.
  

  First, thank you so much for your kind reply, along with a time frame for completion. I would like to keep the complaint open until I am no longer receiving any advertisements from Champion window. I will put a note in my calendar for the beginning of February 2025. 

  Regards,
  
  ******** *****
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have one of the windows we have purchased where it is not clear anymore. We called them and scheduled an appointment to have it replaced. No one has come by or called us. They rescheduled us 2 different times. I have 2 emails telling us a home visit has been scheduled. I got one email yesterday saying they would be here today and the other email was on July 9 or 10th. I would like for them to honor their guarantee because there is a lifetime window replacement guarantee on the window.

  Business response

  07/16/2024

  We are genuinely sorry that our service did not meet your expectations. Upon thorough review, we confirmed that the inspection took place on July 12th, which is the date the service was scheduled. We've acknowledged the issue with two replacement sashes, originally installed in 2007, experiencing seal failure and have initiated the order for the replacements under your warranty. We assure you that as soon as they are ready for installation, we will promptly reach out to schedule the service. Thank you for your understanding and we look forward to surpassing your expectations in the future.  

*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. ↩