ComplaintsforChampion Windows & Home Exteriors

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Original appointment date 3/11/24 Loan Activation 3/12/24 Measurement Date 3/20/24 First payment to Champion from ******** 3/28/24 Refund from Champion to ******** 5/8/24 I need windows for my home, and Champion was running a buy 2 get 2 promotion. I received an almost same-day appointment for the sales agent to come and present (nearly 2 hours). We got to the numbers, and just based on the presentation, I had already decided to go with them. I did want a day to think about it, as this was a large purchase. This was when they became extremely pushy, stating that I would not be eligible if I didn't decide before she left. I agreed on the 29K and to finance through ********. The measurement appointment was made, and at that appointment, I was told 8-10 weeks, maybe as many as 14, as I have several arched windows. At the end of June, I had not heard anything from Champion. I called and was told my contract was canceled on May 8th, but they do not know why. I requested a callback, but no attempt has been made. Based on this interaction, I am not looking for them to do the job, but I want the inquiry and open 29k loan removed from my credit reports. As I am not at fault for any of this, I shouldn't have to pay for a hit on my credit score.

  Business response

  07/19/2024

  We deeply apologize for any confusion caused. Our sales manager has reached out to the customer and provided a thorough explanation regarding the cancellation. Rest assured that all funds have been promptly refunded to ********. We are confident that this provides the necessary clarity, and we are actively working on addressing the areas where we fell short. Your feedback is appreciated as it assists us in improving our services for the long run. Thank you for bringing this to our attention.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had windows installed in 1996 by champion windows company didn't know at the time they they were put in wrong they started leaking so they needed to be replaced after fighting with them for years over it in 2005 the had to replace every window in the house that being said with in 2 years of the new install the argon gas (seals broke) now after many phone calls over the past 15 years or so after telling me they could not find my file on the windows they want to charge me to come out and measure my windows so the can replace the sashes after some one has already come out and looked at them he went back and found our fill hiden in the back of a file cabinet after arguing over the phone again for days I was told that if I get the information on the stickers in the windows they could order the windows but we would have to put them in our self or pay them the 119.00 and the would put them in but it would have to be paid before they would order them I told them that I wasn't charged what they call a trip charge for some one to come and measure the windows again they had everything on fill to order the windows again but they said then somebody mad a mistake after all is said and done I just want my windows fixed right (again) I'm not sure if any of this make sense I fill as if I was just rambling on. I'm not sure where to go from here or if you can even help me on the matter any information is greatly appreciated if you need any more information please email me I stressed over this for far to long I didn't want to have to have to take this route but this is round three of issues from the windows and something needs to be done thank you for listening and any further actions that can be done would be great

  Business response

  07/02/2024

  We apologize for any confusion regarding the trip charge and any previous issues with the window installation when they were installed in 1996.  According to our warranty and contract, a trip charge is applicable two years from the installation date. This charge is standard and must be paid before scheduling any service. However, it's important to note that the warranty covers all window replacements, and the trip charge is the only fee for warranty-related service work.
  
  
  To waive the trip charge, customers can take pictures of the window stickers and send them to us. We will then process the order and arrange for the customer to pick up the replacement for self-installation. Alternatively, we can gather the necessary information at a service appointment, process the order, and conduct the installation for a $119 trip charge.
  
  
  For detailed information about the trip charge, please refer to the attached warranty and contract. If you would like to take advantage of our warranty, feel free to contact us at your convenience.

  Customer response

  07/02/2024

  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

  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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered three windows from Champion Windows of ********* for our living room, dining room and bedroom in April, 2024. My husband was present at the windows installation on June 22, 2024 and the dining and bedroom windows were installed with no issues. The Champion, custom made window (measured by Champion staff) to fit our living room window, the main window looking in and out of our home was 2.5 to 3 inches too short at the top of the window! The Champion installer was surprised by the gap at the top of the window and called his supervisor and they went to home depot and purchased wood to fill in the gap at the top of the window. We called our Champion salesperson to ask why our CUSTOM window was 2.5 inches too short. He indicated that is what was agreed upon. We informed him that he did not tell us the window would be 2 to 3 inches short, why would we order a custom window that didn't fit our measured space? We called customer service and were connected to the regional installation manager (Erin) who had a combative attitude right from the start of our conversations. At the end, she refused to replace our window with one comparable in price and that fit our window frame, she offered a window $1,500 more in price. The only acceptable resolution to us would be to replace the window with one that fits snugly in our window frame, for the same cost we already paid Champion Windows without dealing with the combative, accusatory and rude behavior of their staff, quickly and efficiently.

  Business response

  07/12/2024

  Our regional manager has successfully contacted the customer, and they are actively collaborating to resolve this matter. We appreciate the customer's patience and understanding as we work diligently towards achieving our goal.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a door from Champion on 9/18/23. I was quoted 14-16 weeks to receive/have the door installed. A door was delivered on 11/28/23. The door was the wrong model/style. I contacted the salesman, Camille S****, directly to inquire about the door. He communicated with me via text message. He directly stated that he input the wrong model number for the door. Those messages have been attached. The door I ordered should have three vertical, rectangular windows. The door I received had three horizontal, rectangular windows. Mr. S**** said he would contact the installation department about having a new door ordered. I asked additional questions about the quality of the door as I saw visible defects with the 1st door I ordered including flecked/chipped paint and a finger print on the inside of the glass. Mr. S**** never responded to those concerns. I spoke to a customer service representative who said that a quality check would be performed on the 2nd door. On 2/19/24 I received a reordered door. On this occasion the door style/model was correct but the door had visible defects. I contacted customer service again and spoke with Amanda H******** Customer Support Supervisor. She indicated that a new door would be ordered. The 3rd door was to be delivered on 5/21/24. I received a call that morning that a tech was sick and my appointment needed to be rescheduled. On 6/11/24 the 4th attempt and 3rd door was delivered to my house. The door, however, was the wrong style again. It was the same style as the 1st door. Champion refuses to offer any form of refund. I spoke with a service manager, Tyler, who said they "stand by their product" and will deliver the door – which I have paid for. I can elaborate further on the response I have received from champion if need be. The character limit has limited the full scope of my explaining specifics of my interactions with champion customer service.

  Business response

  07/10/2024

  We understand the frustration you've experienced with the ordering and installation process, and we sincerely apologize for the inconvenience. We recognize that it's unusual for quality issues to occur multiple times for the same customer, and we are committed to resolving this matter. The estimated arrival date for your door is 8/21/24, and once it arrives at our warehouse, we will prioritize scheduling the installation at your earliest convenience. We are genuinely sorry if you feel there has been a lack of customer service, and we are dedicated to improving our service to meet your expectations. We appreciate your ongoing patience and assure you that we will continue to work diligently until the final product meets our high-quality standards.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct. 2021 we contracted with Champion to install windows. We gave them $17,000. The windows were supposed to be completed in Feb. 2022. We never received a call until June 2022 to complete the project. Champion came out and halfway through, they said they had no screens. I asked why they never told us before the work started. They then tried to tape screening material to the house. Obviously, that didn't work. They then stapled screens to the house. We have 4 windows that are broken, and we still don't have the correct screens. I received a letter stating if they don't receive final payment that no further appointments will be made. I told them our contract states that the final balance is due on completion of the job. As of today, we still have broken windows and windows that don't close properly,

  Business response

  07/12/2024

  We are dedicated to expediting the arrival of all items to ensure timely completion of this service. While we are unable to provide an exact date at this time, we are committed to providing updates and collaborating closely with our customers to ensure successful fulfillment. Rest assured, all items have been ordered, and we anticipate their imminent arrival. We appreciate your patience as we navigate through this process.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had new Windows installed in March. Some were sliding doors with screens. I was told repeatedly how expensive my windows would be because of the large size of them. I still went with them because they showed good technology of their materials. Upon installation, two of the windows were broken, and have yet to be repaired. One time in the middle of the night, a window came crashing down and amazingly did not shatter. It broke the little window latches off. I was told that they must not have installed the heavy duty springs for my heavy windows. That makes us afraid to open any of them. The screen doors are not the design we selected, the windows we selected were supposed to be 7030, and they arrived 6040 we also said we wanted half screens and they arrived with fullscreen and are now telling us that those windows don’t come with half screens. One major window and door was supposed to be three panels, and it was very expensive because of its size, but they installed a window that has four panels and is not at all what we agreed to. It blocks our view. They said they sent an addendum, explaining why they had to be three panels, but it only said an extension of 18 inches from one of the walls that is not at all what was installed. The most frustrating part of all this is we’ve been sitting here for up on four months and there has not been any effort to improve the situation or repair the problems , someone came out and looked at things, but we have not seen or heard from them since it has been months I am at the point where I want to tell them to take all their windows and sliding doors and give us our money back and I would go with someone else. Choosing Champion was the worst decision I made with this house .

  Business response

  07/03/2024

  "Apologies for any inconvenience caused. Our customer's dissatisfaction with our windows is deeply regrettable. As per the contract and addendum, all windows and patio doors were installed. Our installation manager met with the customer on May 10th to address any service issues. Subsequently, the installation manager offered to remake half of the flex screens as a gesture of goodwill, considering the customer's dissatisfaction with the full screens. Additionally, our installation manager confirmed the specifications of the windows as 60/40 oriels. The customer and installation manager also opened and checked the other windows and concluded that there were no other safety issues found besides the one balancer that needs to be replaced.
  
  A follow-up call was made on 5/13 to schedule an appointment for a measuring technician to measure the new screens and to address issues with the coil while waiting for the sash order. 
  
  On 6/26, the customer expressed frustration that the service was not yet completed. It was explained that the ordered color bond products require additional time due to the painting requirement. The customer indicated that there was a two-week deadline for completion, or else a lawsuit would be filed. We are diligently working to procure all necessary items in-house to fulfill the service and ensure customer satisfaction with our windows. 
  
  We have compiled a list of the remaining items to be addressed:
  - Replacement of one color bond top sash and balancers
  - Recoiling of two patio door sills
  - Replacement of two patio door screens with inset handles to match all screens. (This is being done as a courtesy to the customer and not per contract.)
  - Measurement for half-flex screens (This is being done as a courtesy to the customer and not per contract.)
  
  We understand the customer’s frustration with the timeframe. As stated in our contract Champion is not held responsible for time and material delays, but we can assure you that this order has been expedited and we will give our valued customer an estimated arrival date as soon as we receive it. Once all the required items are in-house, we will contact the customer to arrange a suitable time for completion.
  We are committed to resolving this matter as promptly as possible and are expending every effort to do so."

  Customer response

  07/18/2024

  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 contract attached.

  
  ***** ******
  
  
  I am attempting to take a screen shot of the contract.  Hopefully the lettering is big enough to read.  One key point is that "all material is guaranteed to be as specified"
  
  Here are the numerous issues:
  
  One window large breakage, window has been hanging against a screen with nothing to support it.  
  
  Same window right next to the broken one slammed down in the middle of the night a few days after installation.  It didn't shatter, but it did break the two "locks" that you flip to lock a window.  I was told that Champion "must have forgotten to use heavy duty springs".  Thus, we have not opened any of these windows for fear of them crashing down on a kid or a pet.
  
  Replace less than heavy duty springs on all double hung windows.
  
  Whole screens need replaced with just screens on the lower portion.  We were very specific about this.  We wanted to be able to sit and look at the deck and backyard without looking through a grainey screen.  
  
  All double hung windows were supposed to be 70/30, not 60/40.  Would like them replaced with the new half screens.
  
  Three panel door and windows replaced with four panel set up.  All I heard the entire time they were doing the pricing was how big my windows are and that is why they will be so expensive.  Well, these are not big any more.  We want what was promised, which was a modern version of the original design.
  
  Trim at bottom of doorways on main level are just "floating" and had nothing underneath them.  The first time someone stepped on it, they dented it and fell down the steps to the deck.  I can't believe anyone would install such an unsafe and pathetic installation.
  
  Replace two screen doors that do not fully tuck behind the non-open door.  Not a design we had agreed upon at all.  
  
  It appears there are scratches throughout the windows, but they are on the inside panes.  We tried to clean them but to no avail.  
  
  $37000 for an absolute disaster of a product and installation.  
  
  I have attached a picture of the warranty and product purchase agreement.  
  
  Sincerely,
  
  ****** ** ******
  ###-###-####

  Business response

  07/25/2024

  Our installation manager is looking forward to meeting with our customer tomorrow, July 26th, to discuss matters directly.

• 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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 4 windows from Champion to have installed by their crew. The salesman provided misinformation from the very beginning. He promised us that they would match the paint color on the new trim that was to be installed and also told us that they would contact our HOA for approval of the new windows. It turns out neither of those things were true. When we learned of this from the install manager, it wasn't a big deal, but we were disappointed to be provided with wrong information. During the install on 6/17, there were 2 men in our home cussing while hammering excessively at the outline of the windows. After they left, we noticed a crack going down the wall underneath where the window was replaced. I called Champion to let them know and I was promised by a rep named Alex that "it would be taken care of" an that this would "all be covered under the warranty". She asked me to send a picture and I did. I then heard back from Clayton, the install manager, stating that this is a "pre-existing" condition and they don't do anything for that. That this must have been something that would have happened in time anyway. That is not acceptable. Upon further inspection, there is white gunk oozing out of the window cracks, scratches and scuffs on the windows, black fabric hanging from the window crevices - they just did an overall poor job and I'm very dissatisfied. At a minimum, I expect them to reimburse me for the cost to repair the crack going down the wall.

  Business response

  06/28/2024

  We are saddened to hear about your experience with the installation process. We take reports of cursing from installers seriously and will investigate this matter thoroughly. We strive to provide high-quality service and do not want our customers to have a negative experience. We would like to schedule a visit to thoroughly evaluate your installation and ensure our products meet high-quality standards. Our records show that we have tried to contact you twice to schedule a suitable time. Please call us at your earliest convenience so that we can resolve this matter as soon as possible. We will continue to reach out to you, in hopes to bring this to a speedy resolution.

  Customer response

  06/28/2024

  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.

  I am not currently in a position to accept the response since no actual resolution has happened. I have reached out to Champion to schedule the walkthrough with Clayton, the install manager, however I was told that I would be contacted by a regional manager and that has not happened.  

  I would like to see what can be resolved during the walkthrough before accepting this resolution. I'm hopeful the walkthrough can be scheduled for next week and then we can go from there. 

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

  Business response

  07/31/2024

  This has been completed, and the customer stated they have reached out to close the complaint. 

  Customer response

  07/31/2024

  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

  06/20/2024

  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.

*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. ↩