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Description

This business offers windows, entry & storm doors, siding, and awnings. The company offers basement remodeling through Basement Solutions by Champion and patio room enclosures through Champion Patio Rooms of Cincinnati, LLC. Separate reports are available upon request.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Champion Window Manufacturing & Supply Co., LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Champion Window Manufacturing & Supply Co., LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 21 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

21 complaints closed with BBB in last 3 years | 10 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 7
Problems with Product/Service 12
Total Closed Complaints 21

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Champion Window Manufacturing & Supply Co., LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 8

Additional Information

BBB file opened: January 01, 1954 Business started: 01/01/1953
Type of Entity

Corporation

Business Management
Mr. Todd Dickson, CEO Mr. Brandon McDonald , Division Manager
Contact Information
Principal: Mr. Todd Dickson, CEO
Principal: Mr. Brandon McDonald , Division Manager
Related Businesses
Champion Patio Rooms of Cincinnati, LLC Basement Living Systems by Champion Champion Opco, LLC Champion Retail Co, LLC
Business Category

Windows - Installation & Service Awnings & Canopies Shutters Siding Materials Windows Doors - Repair Siding Contractors

Alternate Business Names
Champion Champion Windows
Additional Information

The Cincinnati, Ohio location is the corporate Headquarters for Champion, however this report only covers local experience. Contact your local BBB for a report on the Champion in your area.


Customer Review Rating plus BBB Rating Summary

Champion Window Manufacturing & Supply Co., LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 12121 Champion Way

    Cincinnati, OH 45241 (513) 346-4600 (888) 296-7788

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Champion Windows failed to let us know when they would be coming for installation, in which they showed up unannounced one morning; later claiming that someone "spoke with us," when they did not. We found out the installation had begun by someone who drove passed our house and asked us about it. We were originally told it would be a two-day install, which they completed in one day, clear into the night. I feel this didn't allow for proper clean up. After they left we not only found shreds of shingles everywhere, they also left several compressor fittings on the porch and sidewalk. They had moved our flower pots out to get their ladders in a certain spot and never put them back. Champions had to also come back out the next day to fix their paint job on our flashing which was done extremely poorly. All of these things were easily ignored until we discovered the real issue at hand. A few days after installation we noticed several dents in the front triangle of our siding. I immediately sent a request for someone to contact me about it--in which no one ever reached back out. After pulling a neighbor's ladder out and further inspecting the rest of the siding, we found several areas that had extensive damage. We took photos of everything and sent them over to our salesman who was extremely apologetic and understanding. In short, he spoke with the regional manager, Brandon M*******, who decided that there is no way to prove their contractors did any of this damage. The most frustrating part is that we recently had our siding painted, so we are more than aware the surface quality of our siding to date.

Desired Settlement: We either need to have our siding fixed or be reimbursed for the cost of us fixing it.

Business Response: We have reviewed the complaint listed above and appreciate the opportunity to respond.  We are reaching out to Ms. ****** to review her concerns again and have pictures taken of the area in question in hopes of coming to a resolution. 


Karen M*****
National Customer Service Manager

Consumer Response: 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, details of the offer I reviewed appear below.

I am rejecting this response because the business has failed to follow through with what they claimed they would. I have waited five days since receiving this email and have yet to hear a word from the company.

Regards,

****** ****

Business Response: Our Division Manager has been out to Ms. ******'s home to inspect the concerns and review the damage.  This was brought to his attention weeks after our installation and after a final walk through was completed after installation.  The damage does not appear to be anywhere that our installers were working and not a result of workmanship by Champion.   This damage is on older aluminum siding and not something Champion would repair.  Our factory representative did extend to provide a quote if the ******'s would like to replace their siding with vinyl siding, but we maintain that this damage was not apparent or evident at any time after installation until we were called back out several weeks later.  Unfortunately, we believe we are at an impasse with regards to resolving this concern and as members of the BBB would be open to mediation the BBB offers. 


Respectfully,

Karen M*****
National Customer Service Manager

Consumer Response: 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, details of the offer I reviewed appear below.


I am also interested in the mediation.


Regards,

****** ****

Business Response: We received the notice that the consumer does not find our response satisfactory.  However, it appears our customer is agreeable to mediation as is Champion.   We look forward to hearing from the BBB further in regards to mediation.  

4/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: ``We purchased windows from Champion around 3 years ago. The window in my daughter's bedroom had a seal that was defective causing moisture to get inside. My daughter is in her last year of college and therefore her room was not used by anyone except in the summertime. A year ago in January, my husband started working from home, but the curtains are always closed over that section of the window so the problem was not noticed. We believe the window was defective from the time of installation as there is no reason for this problem to occur. My husband and I both very specifically remember being told that ANY problem with the windows would be fixed FREE of charge over the lifetime of the windows. We were pleased and amazed but in the fine print apparently it says that they charge a service fee of $100 to come out to fix their product. So not only were they dishonest, but we also feel that the charge for a service fee to simply come out to our residence in terms of time spent and travel expense (about 5 miles or so from our house is excessive. Plus we feel that the window was defective. The window should not need to be replaced in such a short time period and we did not abuse the window in any way for such a problem to have occurred. They have replaced the window, but they will send us a bill for $100. We do not wish to pay the bill for the above reasons - defective window, dishonesty, and excessive charge.

Desired Settlement: Not to be charged to replace the defective window.

Business Response: We have received a copy of the consumer's complaint and appreciate the opportunity to respond.  As Mr. **** indicates in his complaint, there is a service fee for any in home service after two years.  However, Mr. & Mrs. ****'s in home service period was extended from 2 years to 5 years (as indicated on the contract attached).  At no time were Mr. & Mrs. **** misled and we find it unfortunate if they chose not to read the contract that clearly states after there is a free in home service period of two years (or extended to five years in their case).  It also indicates on the warranty (copy attached) that while there is no charge for materials or labor, that after two years there is a nominal trip charge for all service calls.  Mr. & Mrs. **** were also informed at the time of their initial service call that there would be a service fee.  We continued to honor our warranty and have completed the service call as requested on 3/10/16.  The service has been completed and there is an open balance of $99 for the service fee since this service was outside of their five year free in home service period.  We respectfully ask the BBB to close this complaint as the service requested has been completed and the only item remaining is an open account balance for a service charge that is outlined on the contract and warranty.  


Respectfully,

******* ********
Division Manager

Consumer Response: 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, details of the offer I reviewed appear below.


The warranty states that "NO CHARGE will be made for glass seal failure.  The reason for the service call was that their was fog in the window which is glass seal failure, therefore no charge should have been made. Also, the Champion Window company did in fact definitely mislead us, so their comment that we were not misled is FALSE.  We are 100% sure that this was the case.  One's word ought to be as valid as written words, but sadly in today's world this is not true.  In a small town they would quickly go out of business.  


Regards,

**** ****

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Champion on December 1 to ask their advice on how to clean silicone caulking from the window frames (installed by them the week of October 27). The CSR who answered the phone said she would send someone out on December 8 to take care of it. Of course, during business hours, so I had to arrange for someone to be there to meet them. The service technician was there for a total of 10 minutes and said he could not fix it, and his recommendation to Champion would be that the window be replaced. He said that someone would call me by the end of the week to discuss. As of today, December 15, I have not heard from anyone. The installation was shoddy to begin with, and I had to clean up the mess left by them on the exterior, after having been round and round with them a few times about it. All I wanted was information on how to clean the mess they made; I never asked for them to come out. But they insisted, and now no one will contact me.

Desired Settlement: I want someone from Champion to contact me and tell me how to clean up the mess their installers made of my $15,000 windows. I also want replacement windows for my garage as compensation, or monetary equivalent.

Business Response: We have been in contact with Mr. ***** and have come to an agreement to address the concern with his window.  


Sincerely,

******* ******** 
Division Manager Champion Windows of Cincinnati

Consumer Response:

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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Although the business has at least been in contact with us, and working toward a resolution, the complaint is not resolved completely. With the holidays close, think they are going to schedule, when guy called me  he asked him why submitted complaint, because it said you were going to call us, and they didn't. We can't call every customer back, we would be on the phone for months. I don't think it is appropriate, they ordered the window, the guy came out to look at the window, someone will contact you by end of week, and then we never heard anything, they never called us to ask to see what we think.   

Regards,


******* *****

Consumer Response: 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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *****
Yes we did receive a call from the company to schedule the installation but I did not tell them it would be this week. In fact, when I spoke with the service manager in December/January, I told him we would not be scheduling this work during inclement weather, due to the fact that this is the reason the first installation went so poorly. This company is making up their own decisions and responses without coordination with me. They are apparently not acknowledging that I stated to the service manager that we will not be scheduling this work during inclement weather, and are just treating this as a standard installation.

Business Response: We appreciate Mr. ******* response and understand if he is unable to schedule the service at this time.  We did not indicate we were told that they would schedule, simply that they were currently out of town and would not be available to schedule until a later date per **** *****.  At this time we have left another message for the ****** and remain ready, willing, and able to schedule at a date and time that is convenient for the ******.  



Consumer Response: 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, details of the offer I reviewed appear below.

[I think we are crossing each other in the mail. We have spoken to Champion about rescheduling the installation. Our argument and position all along is that no one discussed the option of replacement vs. cleaning, as apparently they are "too busy to call back all their clients". The lack of communication is completely ridiculous and this is what is unacceptable; this is what our original complaint was abut. My husband is going to call them back today, 2/29/16, and see if he can anyone to discuss options. Right now, all we're getting is the scheduling department. Champion has skipped a critical step here. ]

Regards,

******* *****

Business Response: We spoke with Mr. ***** again on 3/3/16.  Mr. ***** has informed us that he no longer wants the window that we remade for him.  He has requested that we replace a window in his garage in lieu of the Timberbond window.  We are unable to replace the garage window at no cost, but did discuss options with Mr. *****. Mr. ***** stated that he would consider that and is to follow back up with us the week of 3/7/16.

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

Regards,

******* *****

2/26/2016 Guarantee/Warranty Issues
2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a variety of issues with Champion that could all qualify as primary. Lets start with the repair issue. When Champion sent the installers to my home I was in the final steps of remodeling my main bathroom. This door was locked when I left and I left my mother instructions that no one was to be in that bathroom and that the door was locked. When the installers came she told them The door in the hall was locked and not to enter that room. Around 4p.m. that afternoon she noticed that the door had been opened and called me immediately saying that I would be mad. I asked why she told me that the men had broken into my bathroom. She proceeded while I was on the phone to ask the men individually if they had been in that restroom. Only one of the three men admitted to going in and that was the lead guy. His reasoning was to see if there was a window in there. This mind you was after all the windows were in and the men had a sheet explaining where all the windows were and how big. He had no reason at all to go in there. So when I got home looked in the restroom and noticed that my shower rod and been knocked down somehow, there were scratches from something on the front of my new vanity top, water was all over inside of my vanity and there was feces in my toilet. After seeing that I went to inspect the rest of the house. There were scratches, scuffs, and other types of imperfections on 9 of the 10 windows I had installed and all over the french door. Also on the outside of the house my shutters were all pulled away from the house and shutters only go one way. So they are not repairable. I called and spoke with the installers boss and he told me that they all had been in that restroom and had been using it all day. That they were sorry they broke in and that all the damage to my new bathroom was already there. I told him that he was crazy that only one guy said he went in. He told me that only one guy admitted to breaking in but that the others had also used the room all day. I told him that this was unacceptable and he grew angry with me telling me that his three guys wouldn't go in there if they were told not to and that they said sorry and I should be happy with that. So I spoke with the gm ******* and he apologized for the way ****(the installers boss) had acted and what did I want him to do. I asked him to come look at the damages. So we scheduled a day for him and **** to come out. The next day when the installers arrived they told my mom that she could leave that they didn't need to come inside at all that all the work they needed to do was on the outside of the home. She told them she was saying anyways but thanked them for letting her know. About an hour later the lead installer just walked straight into my house without knocking and when questioned by my mom why he just walked in without knocking said, "GOD YOU GUYS!", and proceeded to walk back out slamming the door. Five to ten minutes later he knocked my mom said come in. He walks straight to my master bedroom not saying a word. Comes back and as my mom is walking back and says to her very rudely, "Am I going to have to knock every time I need to come in?", my mom told him that he said he didn't need to come in for any reason today so he needed to knock but that now she knows they need to be inside that it was okay. He then walked right out. I still to this day don't know why they needed to be inside the house if all the work was on the outside or what they did inside on that second day. Then the day came where ******* came out with **** to look at everything. I showed him all the imperfections and **** said they will all wipe right off with a clorox wipe. I then proceeded to hand him a wipe and he used it to try and get the imperfections off but as I knew it would he failed. The scratches and rivets were still there some of the dark black scuffs came off but that was it. Then ******* and **** told me ask long as you cant see it when you stand 5ft. away its perfect. We obviously had different views on that. When we got the to bathroom they denied all the stuff and said that there guys didn't do anything other than break into it. I told them very simply that it wasn't like that when I left and no one has used this bathroom at all except your employees because it's not all the way finished and that had they not broken into it we wouldn't even be having this conversation. Then they said that they might replace my shower rod but nothing more and wanted to then move on to the french door. When we got to the door it had tons of imperfection on the border of the door as well as some on the doors themselves. I was told that it was my responsibility to paint and or replace the border that it wasn't their issue and they wouldn't be taking care of it. They also said that as far as the door they could see some issues that they could potentially take care of but that I should of received a jar of paint to fix those and that the lock that didn't work properly was supposed to work like that. We then had another disagreement on what exactly is expected of a company when getting windows and doors. This is when the fact that the warranty I was promised and the one I received after install was different. I was promised a lifetime lifetime warranty and is stated as such on my contract. Where as the second paper they left said lifetime one year transferable warranty. ******* told me as well as ****** my sales agent that they offered the best warranty in the business and that lifetime lifetime didn't exist. So I called All Good Window who I had accept an offer from before ****** came to talk me out of and they stated very simply that they offer a lifetime lifetime warranty and ******* said they were lying. Then ******* and **** both said they see where this is going and walked out in an aggressive manner. I followed them out where I showed the the shutters that had been broken and they told me that their guys wouldn't ever touch the shutters do to the fact they aren't able to be removed and put back. I told them exactly my point they are pulled away from the house and you can see where they moved them to get the windows in. They assured me that their employees had no reason to do that and wouldn't however the windows are behind the shutters and the only way to do that would be to move the shutters. They both then got into their cars and drove off. So to recap. There are damages to my home, they broke the contract that I signed for the windows by going back on their lifetime lifetime warranty and their men broke into a room in my house and the next day of the installation trespassed into my home.

Desired Settlement: I have a few different desired outcomes. The best outcome for me would be for my second half of my bill to be taken off. I then can take care of the damages myself and the lifetime 1 year transferable warranty wouldn't be an issue.

Business Response: We have received a copy of the above complaint and appreciate the opportunity to respond.  While it remains our position that the damage was not caused by Champion installers, we are prepared and willing to allow our insurance carrier to review the property damage Mr. ****** is claiming.  Our insurance carrier will determine liability if any; however, this will be handled separately from Mr. ******** balance and we will not be reducing the contract amount.  Our insurance carrier will be contacting Mr. ******.  

Consumer Response: 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, details of the offer I reviewed appear below.

Their response didn't address my warranty issue. That issue is one of the main issues I have due to the fact that a life time life time warranty offers double the coverage as opposed to life time one year.  Secondly they are still claiming that it was okay for their men to trespass into a locked part of my home and that they don't believe they have done anything wrong. As far as their insurance company coming to assess the damages that is at their digression weather they claim or not. I really don't want to deal with anyone affiliated with Champion in my home ever again. They seem to not understand the importance of honesty and merely are money hungry business men trying to capitalize on someone they consider to not be worth the effort. 


Attached is a copy of the contract i signed for warranty and one the installers left with my mom.  If pictures of the damages are required please let me know. I have already sent the pictures to Champion.

Regards,

**** ******

Business Response: The warranty provided to Mr. ****** is a Lifetime warranty for as long as he resides in the home.   At Champion we stand behind our product, installation, and warranty and at no time represent otherwise.  Champion has one of the best warranties in the home improvement industry and we will continue to honor the warranty that was presented to Mr. ******.  As previously stated, Champion is prepared to allow our insurance company to review any damages that Mr. ****** alleges and address any items that are determined to be Champions responsibility.  However, we are not amenable to discounting the contract.  We continue to be agreeable to address the concerns per the agreement and warranty.  



Consumer Response: 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, details of the offer I reviewed appear below.

The issue with the warranty as previously stated is that i was promised and signed a contract for a lifetime lifetime warranty.  So for as long as I own the home and as long as the next owner would own the home. That is not what the company is standing by and losing another lifetime of warranty is a huge issue. 

Regards,

**** ******

Business Response: We find it unfortunate Mr. ****** does not find our response and offer to have insurance inspect his claims satisfactory.  With regards to Mr. ******** assertion that he believes he was promised a lifetime lifetime warranty, no where is he provided that information and the warranty that accompanied his project is indeed a lifetime transferrable warranty.   It is lifetime for as long as he resides in the home where the product is installed and is transferrable to a new homeowner for one year.  That is the warranty we offer and we do not offer any other warranty.  We have made every effort to address Mr. ******'s concerns with the damage by turning this over to insurance and Mr. ****** has received everything that was contracted for.  It is apparent that Mr. ****** is looking for a price reduction.  He has not paid his bill at this time although all the work has been completed.  We respectfully ask the BBB to close this complaint as we have made every good faith effort to address the customers concerns.  

1/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased $17000.00 dollars worth of door, window, and shutter products from Champion. I had an interior designer select colors for me for door versus shutters and shared that with the Champion salesman at my home., utilizing the paint samples and shutter sample wheel from my designer. The Champion salesman told me that the company had the exact colors I wanted. The front door and sidelights were supposed to be much darker shade than the shutters; however, on installation day Champion installed a front door that was not the color I selected. I made it immediately known to the installers and called the salesman that day. The Champion salesman apparently wrote the incorrect color name on the contract even though we had all the physical color samples in hand and agreed to each product. During the course of my complaints, I found out that the salesman should have shown me his color swatch, which he did not; we used mine. I have witnesses that can attest to that fact, as well as the fact that I clearly picked a different color than what I was given. Champion has given me the run around and states that even if the salesman wrote the wrong color code on the form I am stuck because I signed the contract. Champion has been refusing to make the situation right, and I have a front door that clashes with my shutters. I've had an attorney contact the company and they still refuse to even try to mediate.

Desired Settlement: I want Champion to replace the installed door and sidelights with the correct color that I and my designer selected.

Business Response: To Whom It May Concern,


We have received a copy of the consumers complaint and appreciate the opportunity to respond.  The door that was installed is the color that was chosen, contracted for, and signed off on.  However, understanding that *** ****** is unhappy with the end result we did offer and remain willing to have *** ****** receive a quote for painting the door to her desired color from a painter and we are happy to review that estimate.  If *** ****** would like to obtain that estimate from her desired painter we are more than willing to discuss handling for it after we have a chance to review the estimate.

Respectfully,

******* ********
Division Manager
Champion of Cincinnati

Consumer Response: 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, details of the offer I reviewed appear below.

I did not "pick" the color of the door I received.  The salesman wrote the wrong color code on the form.  Even if I have the door painted the color of my choosing, it will not have the factory finish, nor the sun protection and guarantee that I paid thousands for.  The company is not trying to serve the customer but instead hiding behind a stupid clause they have in their contract.  They know the color is a mistake but say that since I signed the mistake it's my problem.  That's unacceptable. 

Regards,

******** ******

Business Response: We find it unfortunate that *** ****** is not willing to obtain an estimate for painting the door for us to review.  The door was produced in the color that was contracted for and *** ****** signed for.  Our representative has never indicated that the wrong color was written on the contract and our customers have every opportunity to review and read over the contract prior to signing off on.  While we are not obligated to, we remain ready, willing, and able to review an estimate from *** ****** to paint the door as a customer service gesture.  


******* ********
Division Manager

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I met with a factory representative named Brady M***** on July 22, 2015 to see about getting vinyl siding and soffits for the back of my house that surrounds the patio. I signed a contract on 7-22-2015 for the purchase of red vinyl siding and soffit work. I put a down payment of $1662.00 at that time. My installation was suppose to start 9-11 weeks from the date of signing. The eleventh week would have been 9-30-15. I spoke with Brady M***** on 8-12-15 and advised him that I no longer needed the vinyl siding because the company that put down my patio was going to have the red brick cleaned. I was very pleased that I was able to cancel that and still get the soffit installed. I was advised that would cost $1458.00 and I would receive a refund of $204.00. There was a contract addendum done on 8-31-15 verifying the cost of the soffit. I was told that the soffit was at the factory and the installation would still be on track which should have started by 9-30-15 ( 11 weeks from date of signing ). I spoke to Brady M***** on 21 September to verify that the installation would start within a week or two. He checked and advised me that eveything was on schedule. I called Tony S******** the manager of the siding department on October 15, 2015 and asked him what was going on, why have I not been contacted ? We are in the 15th week. Tony advised me that there had been a change in management and he just took over that position and he was left with a mess. He promised to call me on October 22, 2015 and give me an installation date. I have not heard from Tony or anyone else at Champion. I am tired of getting the run around and I am no longer interested in their service.

Desired Settlement: I would like my full refund of $1662.00. I no longer trust what they say and I am not interested in getting their product.

Business Response:

I did discuss this with our Cincinnati Division Manager.  

The contract addendum changing the total contract amount and reducing it by $204 is correct.  However, there was also an additional lead acknowledgment that Ms. ********** signed since her home was built prior to 1978 and we are required by law to test for lead.  The lead acknowledgement that Ms. ********** signed states that if we determine the job is lead positive at the time of measure then the required fees of $125 apply.  This is separate from the contract total since we do not know if the $125 applies until after we do a final measure to determine if the house is lead positive.  Ms. **********'s home did test positive for lead so we followed lead safe practices and the additional $125 applied.  So we deducted the $125 from the credit of $204 and that is why Ms. ********** was sent a check in the amount of $79.   I have attached a copy of the signed lead acknowledgement.  

Consumer Response:

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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The lead acknowledgement does not apply to me because I did not get the red vinyl siding.  I only got the soffit work done. The lead safe work practice fees was only for vinyl  siding. Please look at the Lead Acknowlegement agreement. Vinyl siding is the only one checked. I should receive my full refund of $204.00

Regards,

******* **********

Business Response: Soffit work is under the vinyl siding product category.  As indicated on Ms. **********'s contract which is a siding product contract.  Champion is required by law to follow EPA guidelines for testing and following lead safe work practices when doing this type of work.  Ms. ********** signed a lead addendum indicating she was aware of the charge if the work tested positive; which it did.  The lead safe work charges apply as indicated and we are unable to refund those charges.  


Respectfully,

Karen M*****
National Customer Service Manager
Champion Windows

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

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. 
I don't agree with them because the amount I paid included $125. Champion should have never said I would receive a $204 credit. You can close the case but I will never use them again or refer them. When I get soffit work done on the front of my house in March 2016 I will not call them.


Regards,

******* **********

11/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Very poor initial installation of windows by Champion. They damaged our walls during installation, which have yet to be completely fixed. Sub contractors were going to leave damaged wood in frame until we demanded the damaged wood to be replaced before window was installed (despite we requested & confirmed all damaged wood around windows would be replaced at time of purchase). The sub contractors actually asked us to see the contract where that was written! Outside gaps including holes in the siding created by installation have been fixed now. Champion sent two crews (sub contractors) to work on initial installation to get job completed in one visit (which suggests to me that want to get the job done quickly). Crews left a mess outside and inside after installation, actually took 2 hours plus outside, picking up glass, nails & fiber installation. Also, spent a few hours inside cleaning up after one of the crews. They sent one of the two crews back after sending pictures of the install, the crew worked two Saturday mornings to fix some of the problems that were created during the initial poor installation (holes in siding of house, caulking all over new windows, gaps in caulking, damaged corners of walls, gaps left in framing of windows (outside), caulked over drain holes, no caulking on some of the bottom of windows). They did send the better of the two crews back, the other crew was installing windows for new customers (the job they did was so poor they should be training). Quality of windows seem to be good-excellent. However, overall customer service from Champion is horrible & installation was lousy. Champion was not very sincere in their apology & did not offer any refund/compensation for all of our headaches. I do have to disclose the manager did offer "a dinner on us" after receiving complaints from us. I kindly declined given our extra time was much greater than "a dinner on us". Champion has a great lifetime warranty (if they still are still in business when we need them) & their windows seem to be good quality but I would not waste your time with the headaches. We paid for what we were lead to believe was stellar customer service, stellar installation, & stellar windows. We only received one of the three, which we could have purchased for a better price elsewhere. The sales person promises did not match the experience we received. He promised the crews would leave the house the way they found it (we knew better but didn't think they would cause damage, we only expected small dings & scrapes). Overall, go with another company.

Desired Settlement: We would like a partial refund (already paid in full) given the damage that still needs to be repaired and for not receiving the promised proper installation & customer service. We had to spend two of our Saturday morning plus more than 4 hours cleaning up after the initial crews. We have attempted multiple times to reach a mutual resolution with Champion but all they say is the contract has been "fullfilled".

Business Response: We understand and find it unfortunate that Mr. ******* does not feel he received the level of customer service we strive for at Champion.  While we certainly want and work hard everyday to satisfy our customers we understand it is not always possible.  We have fulfilled the terms of the contract and stand behind our product, installation, and warranty.  Mr. ******* acknowledges himself the quality of the product and the lifetime warranty he received along with that product.  As indicated to Mr. *******, if he is unhappy with the product or believes there is any existing service work that needs to be repaired we are more than ready, willing, and able to come out and address any of those service concerns.  However, Mr. ******* has refused to have us back out and inspect any service concerns he is stating exist.   Instead Mr. ******* is expecting a discount off his contract purchase.  Unfortunately this is not something we do - our warranty is clear and the reason for the warranty is if there are any product or install concerns whatsoever, we will come out at the customer request.  We do not go back and discount contracts in lieu of following the warranty.  Mr. ******* assertion that he has attempted to reach a mutual resolution is false, his only resolution requested is a discount off his contract price.  It is our hope that the BBB closes this complaint as the contract has been fulfilled, the consumer has the product contracted for (and acknowledges the quality of that product), and Champion has made a good faith effort to address any product or installation concerns Mr. ******* has per his warranty in addition to offering a dinner out on Champion in a customer service gesture - both of which Mr. ******* has refused.


Respectfully,

***** ******
National Customer Service Manager

Business Response: We understand and find it unfortunate that Mr. ******* does not feel he received the level of customer service we strive for at Champion.  While we certainly want and work hard everyday to satisfy our customers we understand it is not always possible.  We have fulfilled the terms of the contract and stand behind our product, installation, and warranty.  Mr. ******* acknowledges himself the quality of the product and the lifetime warranty he received along with that product.  As indicated to Mr. *******, if he is unhappy with the product or believes there is any existing service work that needs to be repaired we are more than ready, willing, and able to come out and address any of those service concerns.  However, Mr. ******* has refused to have us back out and inspect any service concerns he is stating exist.   Instead Mr. ******* is expecting a discount off his contract purchase.  Unfortunately this is not something we do - our warranty is clear and the reason for the warranty is if there are any product or install concerns whatsoever, we will come out at the customer request.  We do not go back and discount contracts in lieu of following the warranty.  Mr. ******* assertion that he has attempted to reach a mutual resolution is false, his only resolution requested is a discount off his contract price.  It is our hope that the BBB closes this complaint as the contract has been fulfilled, the consumer has the product contracted for (and acknowledges the quality of that product), and Champion has made a good faith effort to address any product or installation concerns Mr. ******* has per his warranty in addition to offering a dinner out on Champion in a customer service gesture - both of which Mr. ******* has refused.


Respectfully,

***** ******
National Customer Service Manager

Consumer Response: 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.  It is my hope that BBB keeps this complaint open until Champion provides an appropriate resolution. Mrs. ****** neglected to mention she left our email correspondences with "As discussed, I am happy to review the pictures you mentioned with regards to the completed installation and will follow up with you upon receipt of those".  I sent the promised pictures the same day (7/14/15) and have yet to receive a response from Mrs. ******. For your reference I have included her email and my response to her:

Mr. *******, 

 

I appreciate you taking the time to discuss your concerns with me again today.  I want you to know that while our position remains that the contract has been fulfilled, I appreciate and understand your frustrations that the project did not go as smoothly as either of us would have liked.   While we may not agree on the requested credit, I want you to know that your satisfaction is important to us.   As discussed, I am happy to review the pictures you mentioned with regards to the completed installation and will follow up with you upon receipt of those.  It continues to be our goal to address any existing product or install concerns you may have to leave you with a product and installation that you can enjoy for years to come.  

 

Respectfully,

 

Karen M*****
National Customer Service Manager 
Champion Window Mfg. and Supply Co, LLC
k******@GetChampion.com
###-###-####


Ms. ******,

I remain uncertain how the contract can be “fulfilled” given the issues I have shared with you and other Champion representatives.  The contract has not been fulfilled given the poor initial installation and the damage that was caused during installation. The installation was not completed in a “workmanlike manner according to standard practices” as stated in our contract. I’ve provided documentation via pictures of the initial installation on a prior email and attached pictures of current wall conditions in this email.

Our contract price was for Champion windows, Champion installation, and Champion customer service. Of the three, we only received the actual windows. That is why we are asking for a partial refund. We went into the contract with expectations being established with the sales representative and unfortunately those expectations were not met.  We are very dissatisfied with the level of customer service and quality of installation we have received and I don’t feel like I have any option other than to give Champion negative reviews on BBB, ******* ****, and other popular consumer protection sites. I will do my best to make sure my friends, family, colleagues, and ******** friends do not make the same mistake we did in choosing Champion windows. I do not want any of my loved ones to deal with the headaches we had to deal with our window installation from Champion.

Sincerely,

2 Attachments

******, ***** <K******@getchampion.com>

Jul 14


to me

I'm uncertain on why Mrs. ****** is claiming I "refused to have us back out and inspect any service concerns" ? Also, is sending an email with false promises "good faith effort" as she claims in her response to my complaint?  I have asked for the damage Champion created during the installation to be fixed from the start so I'm uncertain how Mrs. ****** can accuse me of having only one resolution.  I would like to remind Mrs. ****** that I'm requesting a partial refund and not a discount. The difference is I have NOT received the work (installation) in the workman manner as promised in our contract but have paid in full.   Champion has already provided a discount to my contract in the terms of reducing the quality of work and customer service promised (which, I did not ask for).  Please see  the attached pictures for damage that still remains. Yes, I want the damage fixed and this will bring us to the point that we should have been initially. Then we can come to a compromise on an amount of refund we should be provided.  

Please note: I have many pictures of the initial install that I can provide. Yes, Champion came back to fix some of the terrible installation errors they make, but never fixed all the damage. 

I want to make sure I'm clear for Mrs. ******. As she has cited my acknowledgment of the quality of the windows multiple times, the purchased price is not only the material (windows) but also the installation and service. Yes, the windows seem to be of good quality and I would hope they stand by their lifetime warranty since that was one of the deciding factors of my purchase.


I hope this gives you a better understanding of why I have to reject the response provided by Champion.




 For your reference, details of the offer I reviewed appear below.


Regards,

***** *******

Consumer Response: 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.  It is my hope that BBB keeps this complaint open until Champion provides an appropriate resolution. Mrs. ****** neglected to mention she left our email correspondences with "As discussed, I am happy to review the pictures you mentioned with regards to the completed installation and will follow up with you upon receipt of those".  I sent the promised pictures the same day (7/14/15) and have yet to receive a response from Mrs. ******. For your reference I have included her email and my response to her:

Mr. *******, 

 

I appreciate you taking the time to discuss your concerns with me again today.  I want you to know that while our position remains that the contract has been fulfilled, I appreciate and understand your frustrations that the project did not go as smoothly as either of us would have liked.   While we may not agree on the requested credit, I want you to know that your satisfaction is important to us.   As discussed, I am happy to review the pictures you mentioned with regards to the completed installation and will follow up with you upon receipt of those.  It continues to be our goal to address any existing product or install concerns you may have to leave you with a product and installation that you can enjoy for years to come.  

 

Respectfully,

 

Karen M*****
National Customer Service Manager 
Champion Window Mfg. and Supply Co, LLC
k******@GetChampion.com
###-###-####


Ms. ******,

I remain uncertain how the contract can be “fulfilled” given the issues I have shared with you and other Champion representatives.  The contract has not been fulfilled given the poor initial installation and the damage that was caused during installation. The installation was not completed in a “workmanlike manner according to standard practices” as stated in our contract. I’ve provided documentation via pictures of the initial installation on a prior email and attached pictures of current wall conditions in this email.

Our contract price was for Champion windows, Champion installation, and Champion customer service. Of the three, we only received the actual windows. That is why we are asking for a partial refund. We went into the contract with expectations being established with the sales representative and unfortunately those expectations were not met.  We are very dissatisfied with the level of customer service and quality of installation we have received and I don’t feel like I have any option other than to give Champion negative reviews on BBB, ******* ****, and other popular consumer protection sites. I will do my best to make sure my friends, family, colleagues, and ******** friends do not make the same mistake we did in choosing Champion windows. I do not want any of my loved ones to deal with the headaches we had to deal with our window installation from Champion.

Sincerely,

2 Attachments

******, ***** <K******@getchampion.com>

Jul 14


to me

I'm uncertain on why Mrs. ****** is claiming I "refused to have us back out and inspect any service concerns" ? Also, is sending an email with false promises "good faith effort" as she claims in her response to my complaint?  I have asked for the damage Champion created during the installation to be fixed from the start so I'm uncertain how Mrs. ****** can accuse me of having only one resolution.  I would like to remind Mrs. ****** that I'm requesting a partial refund and not a discount. The difference is I have NOT received the work (installation) in the workman manner as promised in our contract but have paid in full.   Champion has already provided a discount to my contract in the terms of reducing the quality of work and customer service promised (which, I did not ask for).  Please see  the attached pictures for damage that still remains. Yes, I want the damage fixed and this will bring us to the point that we should have been initially. Then we can come to a compromise on an amount of refund we should be provided.  

Please note: I have many pictures of the initial install that I can provide. Yes, Champion came back to fix some of the terrible installation errors they make, but never fixed all the damage. 

I want to make sure I'm clear for Mrs. ******. As she has cited my acknowledgment of the quality of the windows multiple times, the purchased price is not only the material (windows) but also the installation and service. Yes, the windows seem to be of good quality and I would hope they stand by their lifetime warranty since that was one of the deciding factors of my purchase.


I hope this gives you a better understanding of why I have to reject the response provided by Champion.




 For your reference, details of the offer I reviewed appear below.


Regards,

***** *******

Business Response: Although our position remains that we have made every effort to work with Mr. ******* regarding his concerns and that Mr. ******* has made it clear in conversations with multiple people at Champion that he was unwilling to allow Champion out to inspect any additional concerns and has merely been looking for a discount, or refund, we will contact Mr. ******* again to schedule a time to inspect his concerns.   Our Division Manager is contacting Mr. ******* personally to schedule a time to inspect any concerns he has and will create an additional punch list to the one already created and completed.  We find it unfortunate that Mr. ******* feels he has not received what he contracted for, but the contract has been fulfilled, any service or installation concerns will continue to be addressed per his warranty, and our position remains that we will not be refunding or discounting the project.  


***** ******
National Customer Service Manager 
Champion Window Mfg. and Supply Co, LLC
k******@GetChampion.com
###-###-####

Business Response: Although our position remains that we have made every effort to work with Mr. ******* regarding his concerns and that Mr. ******* has made it clear in conversations with multiple people at Champion that he was unwilling to allow Champion out to inspect any additional concerns and has merely been looking for a discount, or refund, we will contact Mr. ******* again to schedule a time to inspect his concerns.   Our Division Manager is contacting Mr. ******* personally to schedule a time to inspect any concerns he has and will create an additional punch list to the one already created and completed.  We find it unfortunate that Mr. ******* feels he has not received what he contracted for, but the contract has been fulfilled, any service or installation concerns will continue to be addressed per his warranty, and our position remains that we will not be refunding or discounting the project.  


***** ******
National Customer Service Manager 
Champion Window Mfg. and Supply Co, LLC
k******@GetChampion.com
###-###-####

Consumer Response: 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, details of the offer I reviewed appear below.

[Unfortunately, Mrs. ****** is correct, there was a large list of issues after installation. However, there are three items from the original list that have yet to be fixed over the four months since installation. It saddens me that Champion Windows would rather go after the integrity of my character than give an honest apology and fix the damage they caused. I will accept Champion's response when they fix the damage they caused to my walls during installation. After the damage has been fixed to my full satisfaction, I will then decide if further action is necessary. I ask that BBB posts my complaint to the public so the public can be exposed to the type of customer service Champion now provides. I'm sure Champion had good customer service in the past given their A+ rating but that has clearly changed. Champion has not responded in a timely fashion to my BBB messages, they have had more than ample time ( BBB complain date of July 18th ) to reach out to me &  had multiple attempts to fix the damage they caused during installation before my BBB complaint but have yet to fix.  I have asked Champion to fix the damage they caused since the day of installation, so I hope that Champion fixes their internal communication issues, as I'm not sure how I could be any clearer.  ]

Regards,

***** *******

Consumer Response: 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, details of the offer I reviewed appear below.

[Unfortunately, Mrs. ****** is correct, there was a large list of issues after installation. However, there are three items from the original list that have yet to be fixed over the four months since installation. It saddens me that Champion Windows would rather go after the integrity of my character than give an honest apology and fix the damage they caused. I will accept Champion's response when they fix the damage they caused to my walls during installation. After the damage has been fixed to my full satisfaction, I will then decide if further action is necessary. I ask that BBB posts my complaint to the public so the public can be exposed to the type of customer service Champion now provides. I'm sure Champion had good customer service in the past given their A+ rating but that has clearly changed. Champion has not responded in a timely fashion to my BBB messages, they have had more than ample time ( BBB complain date of July 18th ) to reach out to me &  had multiple attempts to fix the damage they caused during installation before my BBB complaint but have yet to fix.  I have asked Champion to fix the damage they caused since the day of installation, so I hope that Champion fixes their internal communication issues, as I'm not sure how I could be any clearer.  ]

Regards,

***** *******

Consumer Response: Good morning,

Champion Windows have finally completed fixing the damage  they caused to my walls during window installation over 5 months ago. Mike H***** from Champion will be coming out one more time to replace a window lock that was broken.

I do hope Champion will now offer some kind of friendly gesture now that the problems they caused are fixed.

Hopefully my last question for BBB is what comments will be made for the public to see? I do want the public to know of my experience.

Thank you for your help.

***** *******

Consumer Response: Good morning,

Champion Windows have finally completed fixing the damage  they caused to my walls during window installation over 5 months ago. Mike H***** from Champion will be coming out one more time to replace a window lock that was broken.

I do hope Champion will now offer some kind of friendly gesture now that the problems they caused are fixed.

Hopefully my last question for BBB is what comments will be made for the public to see? I do want the public to know of my experience.

Thank you for your help.

***** *******

Business Response: Business indicated they mailed the customer a letter and dinner certificate after everything was taken care of. 

Business Response: Business indicated they mailed the customer a letter and dinner certificate after everything was taken care of. 

Consumer Response: HI *********,

I've received a letter and gift certificates from Champion on Friday. Thank you for all your assistance.


Have a good week,

Consumer Response: HI *********,

I've received a letter and gift certificates from Champion on Friday. Thank you for all your assistance.


Have a good week,

6/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 entry doors and 2 storm doors with an extra door handle w/deadbolt and was told that the handle would be put on some with the deadbolt. I am being told by the district manager ******* ******** that champion will not install the door handle unless I pay for it. I was told by the installer that he would put the handle on the next time he was there and that was 4 months ago.

Desired Settlement: I want the handle it in by the installer who installed the doors and in perfect working order

Business Response: To Whom It May Concern,

We have received a copy of this complaint and appreciate the opportunity to respond.  Mr. ******* is a prior employee of Champion and while we find it unfortunate that he has chosen this method to air his grievances and concerns, the service he is requesting was never contracted for nor an agreed upon service.  There is no contractual obligation, written or otherwise, for Champion to provide the service that Mr. ******* is now demanding and we respectfully ask that the BBB close the complaint.  Mr. ******* is requesting that Champion install a handle - that he did not purchase from Champion - on a door that is not a Champion door. 
Sincerely,
***** ******
National Customer Care Manager

Consumer Response: 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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I did in fact buy the handle thru champion as it was part of the dead bolt.   

Regards,

***** *******

Business Response: Mr. ******* in fact did not purchase the handle from Champion.   The Division Manager has since communicated with Mr. ******* and asked him to return the handle to Champion at which time Mr. ******* responded he would not return the handle because the handle was already installed.  Mr. *******'s complaint was that he wanted Champion to install a handle (that he did not purchase) on a non-Champion door.  At this time we have written communication from Mr. ******* stating that the handle has already been installed. 

6/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased windows from Champion solely on the fact that I was told I would have 80% noise reduction from the busy road in the front of my house and highway behind my house. I was also told that I would have at least a 10% drop in my utility bill. Neither one of these promises have been meet. I can still hear the road and highway, and my utility bill has gone up, even though I keep my furnace 7 degrees lower then I did last year.Last year my Mom was living with me, and since she has passed away. I have contacted a lawyer, he sent a letter to Champion to ask for my money back for the false representation of their product, but Champion has not responded. I even had their salesman come back out to my house who also agreed with me, that the double hung windows did not perform as promised. I also have a voice mail recording from Champion offering to replace a few of the windows. I of course brought up the fact that they all let in the same amount of noise as the windows that was removed, I was referred to the Champion windows manager. I first called and spoke with the manager who basically told me that I was out of luck, and to contact my lawyer. I made an honest effort to have this problem fixed without involving a lawyer, but I was left no recourse. I feel that Champion Windows should reimburse me my money. I was told that I would get 80% noise reduction ,10% savings on my utilities and neither are true. I would not have purchased the windows if I knew there was not going to be any noise reduction. I made that point very clear from the minute the salesman came to my house, I took the salesman up to the bedrooms that were facing the highway and had him listen to the noise from the highway, I also took him into my Mom's room, which is in the front of the house facing Springdale Road, and had him listen to the noise coming through the windows, I had a lot of window replacement companies out to my house and I did the exact thing with every salesman that came. I also told that to the salesman from Champion, that I was going to go with another company because they offered double pained glass, I was told that champions single pain glass worked just as well as a double pain window. I also forgot to mention that when I spoke with the salesman that came to my house after having him out and listening to the noise coming through my new Champion windows, which he agreed were not performing as I was promised, he then changed his story and said" You will always have noise coming through the windows because of how close you are to the busy road". I promise you I was NOT told that information before I payed for the windows, that is exactly the opposite of what I was told... The reason I did not contact Champion sooner then I did is because my Mom passed away and I had to take care of everything with that as well as deal with my loss.

Desired Settlement: I feel that I should get a complete refund of my money, or Champion should put windows in my house that really do provide what I was told I would get. This is a clear cut case of false representation of their product.

Business Response: We have received a copy of the complaint from Ms. ******* and appreciate the opportunity to respond.  As Ms. ******* states she did make a window purchase from us and contacted our office with concerns regarding the performance of our windows.  Our representative has been to the home and performed several tests and found the windows to be performing as expected.  Our Division Manager did make an offer to upgrade the windows from double pane to triple pane to satisfy Ms. ******** request for additional noise protection, but there would be an expense to upgrade from what was contracted for to another style window.  However, because Ms. ******** satisfaction is important to us we did offer to make the upgrade at a substantial discount.  We will reach out to Ms. ******* again to discuss in hopes that we can resolve her concerns amicably and under the terms of the contract and warranty.

Sincerely,
***** ******
National Customer Service Manager

Consumer Response: 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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

As stated in my initial complaint, I was told by Champions sales rep that I would get 80% noise reduction. Salesman came to me house after I made the initial complaint and agreed that I did not receive the noise reduction that I was promised. I have 2 voice mails proving that to be fact from the salesman, also I did not get a 10% reduction in my utility bill as stated by the sales rep either. Both facts are true. Yes they made me an offer to replace 2 windows at the expense of Champion. I also have that on voicemail as well. I can prove my case if you would like me to.  Champion made no such effort to stand behind the agreement that was made with me. I made it very cleat that I only needed noise reduction and utility savings at the time the sales rep came to my house. Yes Champion manager did offer to replace my windows in my entire house at a cost of $**** per window, but in my defense I would have NEVER bought the windows had I known in advance that I was not going to get what I was promised.  Again I have 2 voicemails from the salesman stating that Champion was willing to replace 2 of my windows at Champions expense.  This is a case of total mis-representation on the part of Champion windows.  If Champion did not feel that they were in the wrong, then why did I get an offer to replace any of my windows at the expense of Champion?  I will take this case to court if I have to. I have been deceived and lied to.  

Business Response: Champion has received the response from Ms. ******* and appreciates the opportunity to respond.  While we find it unfortunate that Ms. ******* feels she has been misled we do not make claims guaranteeing what noise reduction a customer would receive since many factors come into play.  Ms. ******* lives on a busy street that was also backing up to a highway where significant construction was going on.  Many of our customers do share with us that they experience a significant amount of noise reduction, but this is never a guarantee considering the various factors and conditions that would impact the noise a homeowner may experience (prior and after install) that have nothing to do with the window or installation.  Champion stands by our product and installation and there is nothing functionally wrong with the windows installed. As previously offered, as a gesture of customer service we are willing to work with Ms. ******* on changing out the two windows in question from the double pane windows she contracted for with triple pane or laminate windows; however, we have also alerted Ms. ******* that even with that change we do not and will not make any guarantees regarding the noise reduction she may or may not experience. 

Consumer Response: 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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

4/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I gave them a down payment for a job 03/14/2015 in the amount of $****** I had 3 days to cancel the job I called today and was told to contact my sales rep. I called and spoke to ** **** my sales rep. and was told he would take care of it. I called back to ask about deposit and was told and it was in the hands of the financial dept. and ** said the check would be returned to me or it would be destroyed. After checking my checking account and the cashed the check. Did as the contract stated. I am very disappointed that this company would do this poor of business.

Desired Settlement: I want the full amount of the deposit in the amount of $******

Business Response: To Whom It May Concern,

We have received a copy of this complaint and appreciate the opportunity to respond.  As *** ******* states he did sign a contract on 3/14 with a deposit of $***.  He did contact our representative to cancel on 3/18.  Unfortunately, the deposit check was already cashed at that time.  We have honored *** ********* cancellation of the contract, but once the check was cashed we are required to wait for it to clear to refund the deposit.  We apologize if *** ******* was not informed of this and for any inconvenience it may have caused; however, his deposit is being refunded and I confirmed with our accounting department that the check was placed in the mail today.
Sincerely,
***** ******
National Customer Service Manager

Consumer Response: 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. 

Regards,

****** *******

Business Response: We have received a copy of the consumer's response and appreciate the opportunity to respond.  We understand at the time of this response they are stating that they have not received their refund, but the check has been cut and placed in the mail.  We have checked and the refund should have been received at this time.  We can understand and appreciate the customers concern; however, deposits are applied when the contract is processed.  If the customer chooses to cancel their project within the three day rescission any deposit is refunded in full.  We apologize for any inconvenience this may have caused, but at this time the entire deposit has been refunded.

Sincerely,
***** ******
National Customer Service Manager

Consumer Response:

Champion windows has not sent a refund as of yet the check cleared my bank on 3-18-2015 it has taken way to long.

Sincerely,

****** ** *******
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,

****** *******

Consumer Response:

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. 

I  filed a complaint on 3-19-2015 about a a check they cashed that was a deposit for windows. they cashed my check before wright to cancel. BBB closed my complaint before I have received my check back I was told the check I wrote them in the amount of $500.00 would be destroyed or returned. I was told by my bank the check was cleared on 3-18-2015. My complaint was closed before I received my refund. I just want my money back as noted in reply back from Champion Windows. 

I want a full refund as outlined in the contract as a right to cancel with in 3 business days. I did that and then was told I would get a full refund. As of 4-9-2015 no refund has been received. I just want a refund. I will contact the media and let everybody that seeks prior business with this co. that they are not worth the waste of money.

Regards,

****** *******

Business Response:

The refund was sent, but *** ******* never received it.  So we offered to cut a new check and have him stop by and pick the check up.  *** ******* came into our office yesterday and picked up his refund check.   

Thank you, 

***** ******

National Customer Service Manager 

Champion Window Mfg. and Supply Co, LLC

***********************

###-###-####

Consumer Response:

Thank You,

BBB please remove this complaint from there file I may have acted a little hastily before giving them a chance to refund it just made me angry for them to deposit my check immediately after told them I could not do the windows right now. 
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,

****** *******

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint 1/11/2015 Contract signed on August 18, 2014. Ten widows installed. Sales Representative, ******* *****. Appointment scheduled for October 13, 2014. Installers arrived at 8 am Monday morning. The weather was bad, it was raining out. When the installer ring the door bell, my husband let him in. I was still in my bedroom. The installer asks to see the windows. I couldn't understand why he needed to do this. So my husband directed him to our bedroom first? The installer did not put protectors on his shoes, nor did he lay down covering for the carpet. The installer trampled mud up my stairs. This upset me, plus the weather was bad, it was raining very hard. I called Champion Windows to reschedule the work. I spoke to a ****, manager explained why I wanted to reschedule. **** was annoyed because I wanted to reschedule the job. **** grumbled about how this will cost the company to restock the windows this and that. The appointment was rescheduled for October 16, 2014. I was unable to be home at the time windows installed on that date, however, my husband was home. Anyone will know it will take possibly two days or day and half to install 10 windows and do a good job. The order for my picture window had no grids in it and they just put up a plain glass picture window with no grids. The installers didn't bother to check the order before they can out to start the job. This is a well known company and they didn't that the time to get the order right!! They left incorrect picture window in because they had already taken my old window out. Also, they had to remove my window treatment, leaving me with nothing for privacy for three months!!!! During the installment, the installers put a Dent in my New Kitchen sink and Chipped Corner of the Back Splash. The caulking was messy and sticky on All the widows inside and out!! Apparently the installers had to go Deer Hunting, so they did a unprofessional job from the start to the end. After all the above stated. Champion made three attempts to order the correct picture window with grids, all three attempts failed from the beginning date shown above (October 16, 2014 to now January 10, 2015) Still no picture window, caulking and metal replacement done on the outside widows. Kitchen sink damaged and back splash chipped. December 16, 2014, I took the day off work because they supposedly had the correct order. When the installer arrived, the picture window frame color wasn't the correct color (this was the 3rd screwed up order). The installer's name was ****. **** apologized for the mess previous installers made. He touched up the inside caulking while the other installers checked the outside windows. His partners told **** there were metal pieces missing and needed caulking too. By the time **** finished up in the inside, it had started raining. He said, they will do the outside when the replacement picture window come in. The second incident with the replacement order (mid November 2014), the picture window was broken!!!! The first incident with the replacement order (end of October 2014), the grid didn't match the oval half of the picture window. Said, they would have to reorder both the oval window and the picture window at the same time so that the grids line up. These are the names of the people we have spoken to; ****,Manager; *****(***) *****; Sales Representative, ******* ***** I Call left message for ******* ********, the head manager on January 2, 2015, said he was out until 01/08/15. I requested a phone call back as soon as possible. As of this date January 11, 2015, no phone call. Summary It is now January 11, 2015, I have been without my correct picture window and window treatment not replaced. Outside caulking and metal pieces missing. Damaged kitchen sink, back splash chipped. This has be inconvenient and discomfort of privacy in my home. I'm asking that my outside widows be caulked and put metal pieces where they are needed. Replace my kitchen sink and fix the chipped back splash. Discount my total window contact by thirty percent. After trying to reorder the same window three times, it should be FREE!. Champion Widows should be held responsible for this ridiculous mess and inexcusable problems. There is no reason for this screwed up mess should have ever happened. **** ***** **** **** ****** ***** *** ******** **** ** ***** ***** ******** Home

Desired Settlement: I want Champion to complete the job, order my picture window and repair all damages done on all other windows installed incorrectly. Repair the damage done to my kitchen sink and back splash. Discount my contract bill due to my pain and suffering they have cause me and my family for three months.

Business Response: To Whom It May Concern,

We have received a copy of this consumer complaint and appreciate the opportunity to respond.  We do apologize for the delay in Mrs. **** receiving the corrected picture window and have since been in contact with her.  Mrs. ****'s picture window was installed on Friday 1/16/15 and at that time also discussed her concern with the sink and backsplash.  We did offer a customer service agreement to the ****'s to address those issues and believe the issues have been resolved at this time.
Respectfully,
***** ******
National Customer Service Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10390678, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Delia ****

As stated by ***** ******, my picture window was installed and all the outside windows  repaired as stated in previous complaint  statement.
I signed the completion statement for the windows only.  ******* ******, Installation Manager, wrote up a customer Service Agreement regarding my kitchen sink and backsplash.
According to the response Ms ****** stated "that she believe the agreement  regarding my kitchen sink and back splash has been resolved", that is false.  The agreement was signed on 01/16/2015.  The agreement was champion to repair chip in Backsplash, repair to consist of grouting side of window, Champion  to replace Kitchen Sink due to small dent in bottom.  Customer to pick out sink at ***** or **** *****, contact Champion w/make and Model of sink for purchase.  Champion to have sink installed upon section of sink.  
On 1/19/2015, my husband and I picked out a sink at *****.   I have called ******* ****** twice to tell him this, once on 1/20/2015 and 1/22/2014.  Mr ****** is avoiding me and will not return my call.  Mr ****** stated he knew a reputable company who could install the sink and repair the backsplash.  The company's name is "********** ** ******"  in Florence , KY.  Champion should have taken care of this issue when it happen in the three months time they mess around trying to get the correct  picture window replaced.  I want my sink replaced and backsplash repaired.  I want champion to  contact  me ASAP.  If there is a problem with  Mr. ****** making contact with the company he recommended, then I need to know this so I can contact  a company.  I want this issue resolved.  
Mrs. ****
01/26/2015

Business Response: We have received a copy of Mrs. ****'s rejection to our response and appreciate the opportunity to respond.  First and foremost, we apologize for any lack of communication or miscommunication with Mrs. ****.  Our Installation Manager informed us that he had been expecting a call from the granite company - it appears that he left messages after Mrs. ****'s initial attempts to reach him.  The granite contractor has reached out to Mrs. **** at this time as well and will be visiting the ****'s home this Saturday to move forward with correcting the issues agreed upon.

Respectfully,
***** ****** 
National Customer Service Manager

Consumer Response: 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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ****

On January 31, 2015,  ****, Granite Installer visited my home to evaluate the conditions of replacing of the kitchen sink and repair backsplash.  **** covered the possibilities of removing the sink my cause cracking of the granite due to the acrylic latex separation.  If this happen it will become a bigger issue and expense.   We discuss who the previous Grante Insallers and we will contact them to get information how the  drop sink and countertop was initially installed.  **** also said he will make phone contact to get information too.  We gave him the name of the company and the installers name who initially in installed my sink and Granite Countertops.  My husband was able to speak to the previous granite installers.  We contacted **** to let him know the information regarding the sink replacement.  Two message left on February 2, 2015 and on February 4, 2015, no call back from **** as of this date.  Kitchen sink and backsplash issues still unresolved,  therefore, doesn't resolve my complaint.
Regards,  
***** ***** 02/08/2015

Business Response: We have been working with Ms. **** to address all of her concerns and at this time believe all matters have been addressed satisfactorily.  We work very hard to avoid any issues with our customers, but unfortunately in home improvement projects problems can occur.  We apologize that there has been any delay to make sure Ms. ****'s concerns have all been addressed, but believe the matter has been resolved at this time and continue to remain ready, willing, and able to address any concerns our customer may have in the future.  Thank you for your assistance in this matter.  

2/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Pre-Installation / Factory Remeasure Comments: Even before Champion's crew set foot at my house for the first time, there were issues with Champion's service. **** ******, my salesperson, did not discuss the back side of the contract. When someone from Champion's customer service team called to confirm the Factory Remeasure Appointment, she said that no one needed to be home. The siding contract says that you can't cancel after three (3) days, because everything is, “Made-to-order at the Champion factory.” Testing for lead and assessing a lead charge should be done before signing the contract. I retested the salvaged fascia board, which yielded a negative test result. Features, among other things, could not be discussed with the person who did the Factory Remeasure, because no one was available to do that. For the same reason, the landscape / home exterior protection process and my concerns / questions were not addressed (from back of contract). Monday (11 / 03 / 2014) Because of the false lead test result (I had replaced the fascia previously), I completed the prep work for Monday's installation. This included removal of all materials attached to the rafter tails, which normally would have been done by Champion. Without a prior phone call, Champion's crew showed up late at 3 PM. The crew wore Champion hoodies when they first showed up, but quickly removed their company clothing. Rather than explain the installation process, they told me to complete the prep work by replacing the already-purchased-and-precut, new, treated fascia board, because they use aluminum fascia cover, a fact that was not discussed prior to the installation day. The crew called ***** (the installation manager) and disappeared without notice, only leaving behind some of their scaffolding and two boxes of soffit venting on the garage side of the house. Tuesday (11 /04 / 2014) Champion's crew arrived at 12:30 P.M. (without calling ahead) to unload tools and product to use on the job. The crew wore Champion hoodies when they first showed up, but quickly removed their company clothing. Another company's worker also arrived to form the gutters to length on-site, rather than in the factory. Champion advertises that Champion makes, installs, and guarantees their products. After both contractors unloaded, Champion's crew complained that I did not install the fascia board on the front of the house to Champion's specifications, because, “It was not shimmed.” They said, “If you do not shim it, we will not guarantee the work.” (in other words, join ends, using additional wood) - which was done while the crew stood by, watching. I installed the fascia board on my neighbor's side of the house while Champion's crew stood around and chatted! The crew set up scaffolding without anchoring the walkboards. This is unsafe, because one of the workers had to act as a counterweight. They did not seek permission to anchor scaffolding to the roof, but did anyway, poking holes through my new roof in the process. Had this practice been disclosed during the sale, there would have been no contract, and this installation would have gone to another contractor. About 1:30 P.M., ***** stopped by my house and told the crew leader to improperly install the soffit venting by anchoring it (along with the j-channel) to my brick instead of the fully-repaired rafter tails, as they did not want to take the time to snap a chalk line and cut the bottom of the fascia board evenly about an inch below the rafter tails. The need to cut the wood stemmed from having to replace the treated wood with untreated and unprotected wood. A group of people that the crew members knew stopped by to talk with the crew members without my permission. This distracted the crew, as the crew stopped working in order to chat, instead of proceeding with the work that needed to be done in advance of the rain later that night. Finally, I had to clean up after Champion's crew finished for the day. Additionally, i had to cut garbage bags to protect the untreated fascia board on the front of the house in order to keep the rain from soaking it. Wednesday (11 / 05 / 2014) Champion's crew of four (instead of two) people showed up at my house; 2 of the new crew members were not wearing Champion hoodies. The two other crew members wore their hoodies when they first showed up at my house, but quickly removed their company gear. One of the two new crew members had a ******** neck tattoo. None of them looked professional or acted professionally. In fact, they looked like they belonged on a prison chain gang. One of Champion's crew members cut the font gutter about a half inch short. Another crew member yelled, “F*****' g*d!” and said, “Don't cut another gutter! We'll just angle this gutter so it meets up with the next one.” This was the same day as they had to replace the back gutter due to cutting it a foot too short. While on my roof, Champion's crew smoked and left behind cigarette butts. This could have caused a house fire! ***** stopped by my house and walked around; he said he would be back at 1:30 P.M. Champion's crew left my house without asking about follow-up action AND without doing a walk-through around the house to talk about the completed installation. They also failed to repair the broken roof shingles caused by the scaffold anchoring. I called ***** at 1:00 P.M. to discuss the crew's horrible workmanship and said that I wanted *****'s boss to come to my house to see the finished job. I told ***** about the holes in the roof, along with the other issues mentioned. ***** called back at 4:30 P.M. to tell me the same crew would be back in 45 minutes to repair the broken shingles on the roof. However, the repairs were not completed, because it was too dark by the time they returned. Post-Installation Comments: This one-day job took three days, and is still not right due to roof damage and incorrectly cut gutters. The crew leader was very rude; he did not explain or ask about anything during the installation process. In fact, he ignored cleaning up. When the crew returned to patch the roof, he used a leaf blower to blow plastic shavings into the lawn. Because i removed all of the fascia board, no rotten or delaminated wood was found during the installation process, and Champion had sufficient funds from the contract to have the crew install the replacement fascia board that I had to buy twice due to their lack of communication. Thus, Champion was supposed install it at no additional charge (according to the salesman). I had to call ***** seven (7) times to get a response from him about sending *****'s boss to my house to see the finished job. ***** left a message on my answering machine asking if he could show up at my house at a particular time. He showed up at my house on 11 / 25 / 2014 without arranging it in advance. I spoke with ***** to discuss when ***** and his boss could review the finished job. An appointment was made to do that on the day before Thanksgiving. However, ***** did not bring his boss with him. Instead, he brought ******* ******* another Installation Manager.

Desired Settlement: I would like Champion to pay for the full cost of having another company properly repair my roof. I am in the process of getting estimates at this time. I would also like Champion to replace the improperly fit gutters.

Business Response: To Whom It May Concern,

Thank you for bringing this customer concern to our attention.  We were aware of Mr.  ****'s concerns and have been working with him to address them.  As Mr. **** stated our Installation Manager did visit Mr. ****'s home to discuss his concerns and review the project.  While it is our opinion the gutter installation was completed properly, we did offer to have our roofing installation manager come back out and inspect the other concerns with Mr. ****s roof.  Mr. **** notified us that he did not wish for Champion to come back out.  This was discussed with our Division Manager ******* ******** and on 12/2 a message was left for Mr. **** to contact the Division Manager regarding his concerns.  We did not hear back from Mr. **** and left another message on 12/5 asking Mr. **** if he had roofing estimates to discuss.   We left additional messages on 12/9, 12/15, 12/23, and 12/29 with no return call from Mr. ****.  We are willing to discuss Mr. ****'s concerns and review his estimates, but to date Mr. **** has not returned our phone calls.  We would ask Mr. **** to please contact our installation department or Division Manager, ******* ********, to allow us an opportunity to review any estimates he may have and discuss the resolution he has asked for.
Sincerely,
***** ******
National Customer Service Manager

Consumer Response: 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, details of the offer I reviewed appear below.

First, there was no "offer" made, except to replace the shingles torn during the fastening of the pump-jack scaffold to the roof.  Champion made no serious effort to correct the issues brought to their attention.  Their first call to me was at or very near the end of the 30 day BBB complaint response time.  This indicates a poor effort at customer service and satisfaction.  Prior to filing this complaint, I asked ***** (installation supervisor) to come out and view the job with his boss, but ***** elected to bring another installation supervisor instead.  This screams coverup.  Their gutter and roofing crews and managers are banned from my property.  Only those Champion personnel involved with door and/or window adjustments and repairs will be allowed on the property, and only under my supervision.

Second, I had two different roofing and gutter contractors come out to the house to view the "work" performed by the Champion crew.  Both contractors found issues I had not noticed before.  One contractor noticed a corner shingle that was torn due to improper installation of the drip edge.  The same contractor noticed that the drip edge along the entire rear line of the house had been installed upside down and without the correct fasteners.  This was pushing the shingles upward at the edge of the roof, making them prone to breakage and ice dams.  Both contractors noticed broken shingles and incorrect sealing of the corners of the gutters.  Both contractors also indicated that the gutter installation would not be a "lifetime" installation, because of the incorrect methods used to install the fascia metal and the gutter hangers.  Both contractors recommended leaving the gutters installed until they fell down, since trying to make adjustments would only worsen the problems and shorten an already curtailed lifetime.  Both contractors noticed areas of the roof that were leaking.  These areas had not been leaking prior to the Champion crew's arrival.  I know this to be fact, since I had spent the previous two months of evenings removing old attic insulation and replacing it with new insulation during all kinds of weather, including heavy rain, with no roof leakage.  I spent the month after gutter installation working in the attic during multiple evenings finishing out the baffles and adding to the insulation, and noticed the roof was leaking during a light rain.

Third, both contractors submitted repair bids, and one of the contractors was hired to complete repairs that were necessary due to the damage caused by Champion's poor installation of the gutter system and abuse of the roof.  This contractor has been paid the balance of the money that would have been paid to Champion upon successful job completion had there been good workmanship and no collateral damage.  Champion will receive no further payment from me, since that money was used pay another contractor to correct the problems Champion caused to my roof and gutter system.

Regards,

****** ****

Business Response: To Whom It May Concern,

We have received the consumers rejection stating that they did not accept our response and appreciate the opportunity to respond. 
With regards to Mr. ****'s comment that he asked ***** to come out with his boss and ***** brought someone else instead indicating some type of "coverup" I would like to note that Mr. ******* ****** - the gentleman that ***** brought with him is the Installation Manager that oversees the entire Installation department and is indeed *****'s direct supervisor.  If there was another individual that Mr. **** would have preferred to come to his home we certainly would have addressed that.  ******* ******** is Mr. ******' supervisor, but Mr. ****** does oversee ***** directly.  
Mr. **** also mentions that there was no "offer" made.  He is correct that we did not make an offer with regards to compensation; however, we first offered to have our own roofing supervisor inspect his concerns and since he refused that we also stated that we would certainly be wiling to review any estimates he received from a contractor of his choice.  We also left several messages for Mr. **** to discuss this, to which he never returned any calls.  Unfortunately, Mr. **** is now stating that he had work completed without ever providing us an estimate and to which we have never agreed to and he has taken it upon himself to reduce his balance to zero.  At this time Mr. **** still has a balance due and we have no recourse but to pursue collections for that balance owed.  We continue to be willing to consider any costs Mr. **** is stating that he spent if we are provided statements of those costs.  
Lastly, Mr. **** states that another contractor is telling him his lifetime warranty will not be valid.  We respectfully have to state that another contractor can not attest to what our warranty will or will not cover - Champion has been in business for over 60 years and continue to stand behind our product and warranty and continue to be willing to service Mr. ****'s concerns now or in the future.  However, the warranty is not valid until the balance has been paid in full.
We continue to be ready willing and able to work with Mr. **** to address these concerns and review any costs he states he made, but are unable to do so if he will not return our calls.  We believe we have made every good faith effort to address these concerns per the contract and warranty and ask that this matter be closed at this time. 
Respectfully,
***** ******
National Customer Service Manager

Consumer Response: 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, details of the offer I reviewed appear below.

First, there was no offer, so there is nothing to review.  They sure do take their time to respond to my complaints and BBB complaints.  (Pattern of unresponsiveness)

Two phone calls do not equal "several" phone calls, so Champion's claim that they called me on several occasions is false.  The business card provided by **** ****** clearly states that he is an installation manager, and when he came to the house to review the issues, he clearly stated that he was *****'s counterpart in a different installation area.  He did not state that he was *****'s supervisor.  This makes Champion's claim regarding supervisory status over ***** also false at the time of ****'s visit.  (Pattern of deception)

Champion's office opens after I start work and closes before my work day is finished.  Calls to ***** and to the office after that time are never answered.  Therefore, I have been unable to communicate directly with Champion since ***** and **** came out to review the issues.  Waiting for repairs to the roof was not an option, since it was leaking, and as stated previously, these leaks appeared after Champion's subcontracted gutter installation.  The minimal repairs that the subcontracted crew performed by gluing broken shingles back in place actually caused MORE damage that had to be repaired by a professional roofer.  The drip edge on the rear roof line was installed upside down, and the contractor I chose to make repairs discovered that on his own.  He also noticed a corner shingle that was torn due to Champion's improper cutting and installation of the drip edge in the front of the house.  This contractor also pointed out how the gutters were installed improperly, and that removal for full repair would cause more damage and require extra repair.  (Pattern of poor workmanship)

As for the estimates from other contractors that Champion has not reviewed, only one of them is relevant, and that is the one from the professional who discovered much more damage than I was aware of, since that contractor is the one I chose to repair the damage and fix the leaks caused by Champion's subcontractors. This estimate was accepted, the repair work has been completed, and the repair bill has been paid.  Therefore reducing my balance to zero is the logical conclusion.  As a reminder, this complaint would never have been filed had Champion done the installation correctly and not damaged the roof in the process.  The idea that Champion's 60 years in business automatically means good work is false.  Just look up other BBB complaints against Champion for the same and similar issues.  With regard to Ms. ******'s statement that they will abide by their warranty only if the balance is paid is evidence of no warranty at all, since the needed repairs should have fallen under that warranty.  There are BBB complaints about that as well.  (Pattern of not honoring warranties)

As a result of this experience, I regret having them do ANY work in the first place and will definitely NOT recommend Champion to anyone.


Regards,

****** ****

2/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a home in late 2012. The home had an All Season Vinyl Patio Room attached that appeared nice, and the homeowner from whom we bought the home said that the Patio Room was a $****** room addition built in 2006 and was still under warranty. In the late summer of 2014, we noticed moisture between the glass on one of the larger windows. It was about this time that we visited the Home Show at the ***** ********** ******, and Champion was present at the show. We were interested in getting a quote on a full house worth of windows, and when we were speaking with the Sales Rep about the windows we also mentioned the moisture problem on the patio window to him. He said he would look into it. My wife then called the Sales Rep the following week, and he told her to contact Customer Service. My wife called Champion Customer service line. My wife explained the problem to the 'female' Customer Service Rep, and she said she would look into it. (We assumed they were going to ensure that the patio room was installed by them and they had a record.). Shortly thereafter the Customer Service Rep called back and said that the patio room was no longer under warranty. My wife asked why, and the Rep had said that they already looked up the County land records and found that we had purchased the house more than a year ago, and that the warranty runs out if you don't identify the new owner to Champion within a year of service. Excuse Me? Is the work warranted or not? What difference does that make, and how were we supposed to know that anyway? So my wife then asked, could you have someone at least look at it when you come out to give us an estimate on new windows? The clerk said, 'Sure, but you have to pay a $75 service charge.' Are you kidding me? So,, let me get this right - Champion has a 15 year warranty on a $****** Patio room addtion, and it is only the 8th year since the install, and not only are they sayiing that they will not fix the warranted issue, but they will charge me to look at it, even though they will be at the house anyway to provide an estimate on a dozen more windows? WOW, What (startling) Customer Service! I guess I can now see why when I look at BBB on-line and see 11 comments on Champion, that 10 of the 11 are complaints! [And before you think i ought to have my head examined for going back to the same Company for windows, when they don't even stand by their existing ones, I certainly won't if they don't fix this issue.]

Desired Settlement: I would like Champion to stand by their product, honor their 15 year warranty, and repair the moisture problem between the window panes in the Patio Room.

Business Response: To Whom It May Concern,

We have received a copy of the attached complaint and appreciate the opportunity to respond.  Since Mr. & Mrs. **** are not the original homeowner or purchaser, there are service fees related to the service work they are requesting on their sunroom.  Even as the original homeowner, after 2 years there is a nominal service trip charge for in home service.  However, as a gesture of customer service we are willing to waive the service trip charge to inspect the ****' sunroom and determine the work necessary to correct their concerns.   Our service coordinator has reached out to Mr. & Mrs. **** to determine if they would like us to inspect their sunroom with the service trip charge waived.
Respectfully,
***** ******
National Customer Service Manager

Consumer Response: Better Business Bureau:

I am listening to Champion.  They have said that they would look at the damaged window without charging a service fee to look at it, and then will make a reasonable offer to fix.   I am waiting to see if they follow through, and what their reasonable offer is.. 

Regards,

****** ****

Business Response:

Here is our formal response:

 

As stated in our response and Mrs. ****' follow up, we did agree to waive the normal service trip fee to inspect their concerns so that we could determine the costs associated with the repair. 

 

After inspection of the window in question, we did contact Mr. & Mrs. **** and let them know the cost for replacement, including installation, was $***.  Mr. and Mrs. **** have refused that and are of the opinion they should receive a Lifetime Warranty even though they are not the original purchaser.  While we certainly want and work very hard to satisfy our customers (and in this case non-customers), the terms of our warranty are clear.  Our Lifetime Warranty only extends to the original purchaser.  

 

Mr. **** made an offer to pay $*** and only if we agreed to extend a Lifetime Warranty to Mr. & Mrs. ****.  While we appreciate Mr. **** extending an offer to pay $***, this is neither fair nor reasonable.  We are operating within the terms of the warranty and as a gesture of customer service, have already waived the service trip charge of $**.  We believe we have been fair and reasonable with the ****' and remain ready, willing, and able to make the repairs they've requested at the cost quoted $***; however, we would not be extending the Lifetime Warranty to the ****' since they are not the original purchaser.  

 

Respectfully,

 

***** ******

National Customer Service Manager

1/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i first called champion windows july 7th 2014 to report faulty windows a service person came to the house with in 2-3 weeks and told me i needed 3 new window sections and that their working 2 months out. i have not received the replacement windows, i have called champion 3-4 times and talked to a ***** at champion , i feel that i am getting the run a round , i would like this resolved asap. thank you 11-19-14

Desired Settlement: to honor their warrenty by the end of 2014

Business Response: To Whom It May Concern,

We have received the consumer concern registered by Mr. ******** and appreciate the opportunity to respond.  Mr. ******** is correct that it did take longer than either of us would have liked to manufacture his replacement sashes.  However, we will always stand behind our product and warranty and Mr. ******** was contacted the end of November to schedule his warranty service and that was completed on 11/25.  We also waived the service trip charge as a gesture of customer satisfaction. At this time all service issues have been addressed.
Sincerely,
***********
National Customer Service Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

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,

*** ********

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Champion Windows in April of 2014 because I had some windows leaking, The service man came out and checked then out I needed at least 5 windows replaced maybe more. I was told it would be about 4 to 6 weeks. Called June 17th left message NO CALL BACK. On June 30th I called again about the window and was told it would be 4-6 more weeks, Per, a lady in service, they are still waiting for parts (I thought that they made the windows). I would get a call when they are ready. Should be around August 11th. Never got a call back CALLED AGAIN August 14 left a message got a called back same day IT IS GOING TO BE A FEW MORE WEEKS STILL WAITING FOR PARTS. They are going to call me should be ready by END OF MONTH (AUGUST). SEPTEMBER 2, 2014 3:10pm CALLED AGAIN STILL WAITING FOR PARTS. I ASKED TO SPEAK WITH SOMEONE THAT COULD TELL ME WHAT THE PROBLEM IS AND WHY I CAN NOT GET MY WINDOWS. WAS TOLD ***** WOULD CALL ME BACK. THEY HAVE NO CLUE WHAT THE PROBLEM IS. SEPTEMBER 3, 2014 ***** CALLED ME BACK (NOT A VERY NICE PERSON) THEY WILL CALL ME WHEN THEY ARE READY. (THAT WAS THE ANSWER AS TO WHAT THE PROBLEM IS) IT IS NOW OCTOBER 14, 2014 AND I STILL DONOT HAVE MY WINDOWS AND NO CALL BACK. I CALLED THEM THIS MORNING AFTER TWO CALLS, I FINALLY WAS TOLD THEY JUST CAME IN THIS MORNING. (?????) They are suppose to be here on October 28, 2014 to install my windows. I PAID EXTRA FOR LIFETIME WARRANTY . NO CHARGE FOR BROKEN GLASS, GLASS SEAL FAILURE, SCREEN REPAIR. REPAIRS, PARTS, LABOR AND MATERIAL NO CHARGE AND NO SERVICE CHARGE. When I bought my windows they were the best around, I think there service STINKS. (the people in the office answering the phones are nasty) the service people in the field are very nice. I asked if I would have to wait this long if I had a window broken and THEY WOULD NOT ANSWER ME.. CAN YOU IMAGINE WAITING 6 MONTHS WHEN YOU HAVE A BROKEN WINDOW.

Desired Settlement: A phone call from the CEO or president of the company. Would just like to know how long it would take to get a window IF I HAD A BROKEN WINDOW. They also need to change the sign on I-75 about how great the service is.

Business Response: To Whom It May Concern,

 
We have received a copy of this customer complaint and appreciate the opportunity to respond.  
 
As Ms. ******** stated in her complaint she did reach out to our service department and notified us of her warranty claim.  Her warranty claim was processed and unfortunately there was an extended delay in receiving her sashes.  We certainly understand and can appreciate Ms. ********s frustration.  We take customer service very seriously and while delays unfortunately can and do occur our communication could and should have been better.  Our Division Manager has personally reached out to Ms. ******** at this time to address her concerns and apologize for the delays.  At this time Ms. ********s service has been completed and we believe all issues addressed.
 
Respectfully,
 
Karen Miller
National Customer Service Manager
 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Yes, I did get my windows, after I wrote to the BBB but, I still think April 28, 2014 to October 28, 2014 to get my cloudy windows replaced is outrageous.

 

Regards,

**** ********

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our salesman, John, was very accommodating and we felt comfortable moving forward with this company. We knew our old house had lead, and we worked the price of the lead into the contract amount. When the existing windows were measured we had to change one window from an awning to a picture window. We were told verbally that it would be $70 cheaper and we would receive a new contract--never did. We were quoted 4-6 weeks from when we signed the contract until the windows could be installed and it ended up being 4.5 months. My husband and I both called repeatedly and left messages with both people and voicemails and were seldom called back and even when we did get a callback we were never given an answer as to when we could expect our windows. Our widows were finally installed and we're mostly happy with them--our patio door appears to have a bad seal and we'll want to get it checked out. However, when it came time to make the final payment, there was a discrepancy between our contract and the invoice. I figured out that the discrepancy was for the picture window and lead safe practices. The installation team leader told me to pay what I was comfortable with and then corporate would contact me about the remainder. The next day I was contacted about the payment--the rep assured me that the price of the lead safe practices were not part of the original contract and that he had no record of the cheaper window replacement. He said he would contact our original salesman about the discrepancy and get back to me. I didn't hear back, so I assumed he was still trying to work it out with our salesman. We assumed the issue was still open and we were willing to work with Champion to figure it out. However, when my husband checked his credit card statement we were charged for the larger amount. I signed a paper agreeing to pay the amount I was comfortable with, but they charged the full amount behind our back, and we feel pretty violated.

Desired Settlement: We were very alarmed that they charged our card without letting us know and we would like the $507 difference refunded. Beyond the lead issue, we had to wait 19 weeks for our windows (13-15 weeks longer than quoted). We tried to plan it so they would have been installed well before I went back to work full-time, but I ended up having to miss a day of pay for the installation. We tried to be understanding of the long lead time and poor communication, but overcharging our card was unacceptable.

Business Response: We have been attempting to reach the customer to discuss but haven't been able to reach her.  She did sign the addendum for the lead charges and we were hoping to supply her with that document.

Consumer Response: 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, details of the offer I reviewed appear below.

Champion has not attempted to contact me. I have not received any emails or missed calls from them. I, however, intend to reach out to them and continue to voice my complaints. I have been incredibly dissatisfied dealing with them and I feel like Champion stopped caring about me as a customer as soon as I signed the contract.

Regards,

**** *****

Consumer Response:

No, I haven't heard anything from Champion. It's a bit difficult for me to call them during business hours, so I tried to contact them through their facebook page (thinking they would have a harder time ignoring me on a public forum). They responded to my message saying they would look into the matter and call me, but I never received a call.

Basically, I acknowledge that we were responsible for paying for the lead paint service, but our salesman said that number was built into our quote. When I wrote a check for the lead safe practices, I assumed that was coming out of our contracted number, not in addition to it. It's our word against the salesman's--and we haven't heard anything from Champion.

While we may be legally responsible for the extra $507, it's their business practices that really infuriate me. After our windows were installed, the lead installer on the job came to me with an invoice. When his number didn't match mine, he told me to fill out the credit card form for the amount we thought we owed, and we could work it out with corporate at a later time. A representative from corporate called me the next morning to tell me I was in the wrong and we did in fact owe the $507. When I told him that our salesman had built it into the price, the rep told me that he would check with the salesman and get back to me. We didn't hear back from Champion, and thought that the salesman had probably acknowledged that he worked the lead price into our quote and we were all settled up. Instead, we check our credit card to find that Champion had charged the $507 extra without our consent. If they would have called back to politely explain that there was a miscommunication and the lead safe practices were on top of the quoted price, we may have resigned this up to be a (very expensive) mistake on our end and vowed to always get things in writing next time. However, we feel very violated that they charged our card without out consent and then cut off all communication with us. 

On top of this, our quoted lead time on the windows was 4-6 weeks, but it took over 17. The windows were supposed to be installed while I was on maternity leave, but instead I had to take a day off work (I get paid hourly, so this was a day without pay) to stay home while the windows were installed. The whole process was a huge disappointment from the moment we signed the contract, and we really regret using Champion.

Thanks for working with me on this. Even if I don't get anything out of this, I'm glad the BBB is aware that Champion is operating like this.

Business Response: To Whom It May Concern,

 
We have read the consumers response and appreciate the opportunity to respond.  We work very hard to avoid miscommunication and concerns with our customers and because of this we do make sure that any work, changes, and costs  are documented in written contracts and signed.  At the time a contract is written we have not yet performed lead testing to determine if the test is positive or negative - this happens after the contract is signed.  Therefore, we do not (and have never) included lead charges in the contract amount in the event the testing turns out negative.  For this reason all lead charges are on a separate contract that we require the homeowner to sign acknowledging that in the event the lead testing is positive there will be the additional charges.  I have attached the additional lead contract that was signed noting that the charges were $507.  Ms. ***** did dispute this with her credit card company as well and they also concluded that the charges were valid.  While we are sorry that Ms. ***** feels she did not receive the service we pride ourselves on and find it extremely unfortunate that she does not feel this was communicated properly, she did sign the contract acknowledging the additional charges and the lead safe work practices were performed as outlined.  
 
Respectfully,
 
Karen Miller
National Customer Service Manager

9/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a full house (11) of new windows from Champion on 2/20/14 and the windows were installed on 3/28/14. After installation, we noticed that 2 of the windows had scratches on their frames and with the first rain, we noticed one of the windows had a small leak. The windows also had some type of crusty film covering them that we could not get off with window cleaner. We called Champion and they sent a rep out on 4/7. The rep apologized, cleaned the gunk off of the windows, called in to order 3 new replacement sashes and said someone would call us the next day. Well, no one called us, and we called them the following week and spoke to Kathy in the service department. She said it could take up to 60 days for the replacement sashes. We waited 60 days and did not hear anything. We called Kathy back and she just said that sometimes it takes up to 90 days. When I asked her why it would take longer for us to get 3 sashes when 11 windows took less time than that, she just replied that there is a different procedure they follow with replacement windows. We emailed Champion the next day (6/13) stating that we were ready to take this to the BBB. We received a call the next day from Brandon McDonald who said he was a VP and that he talked to the factory and our sashes would go into production on 6/23 and we should hear something the following week. We still have not heard anything so that is why we're filing a complaint with the BBB. They advertise a lifetime guarantee, which was one of the deciding issues why we picked them, but it sure looks like once they get their money, they're done with you.

Desired Settlement: We would like our replacement windows ASAP.

Business Response: The business contacted BBB and stated that this customer was contacted and the service items addressed and completed.

Consumer Response:

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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

We still do not have the replacement windows and this most definitely has not been resolved. They came on Friday August 8th to install the replacment windows but the frames on the windows they brought were the incorrect color. We were told someone would call us on Monday the 11th. Of course, no one called so my husband called them on Wednesday the 13th. He tried to call several times to the service deparment but no one would answer the phone so he left a message. Kathy from the service department called back on Thursday and said she would try to get back with him that night regarding when the correct windows would be ready. She didn't call until Monday the 18th saying that for some reason, only 2 of the windows came in. We finally received a call on either Thursday or Friday saying that all of the windows were in now and we currently have an appointment set up for next Tuesday, September 2nd for the replacment windows to be installed. Hopefully, they'll bring the correct windows this time.

 

Regards,

***** ********

Consumer Response: BBB contacted the customer who stated that the business came on 9-23-14 and the matter is now resolved. 

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Champion Window installed all new windows in my home. In my kitchen, they took a significant chunk out a corner (presumably while getting the window into place). I contacted Champion to request that my wall be repaired. The agreed to fix it. The first appointment, they no-call ; no showed. The second appointment, I was not home for, but it appears they did nothing. Still a chunk out of my wall and I cannot even tell that any damage was repaired.

Desired Settlement: Champion either needs to fix this correctly, or give me a refund of $50 and I'll fix it myself.

Business Response: To Whom It May Concern,

 
We have received a copy of the customer complaint above and appreciate the opportunity to respond.  We are aware there were some concerns with Mr. ********'s project and that we encountered some scheduling issues when trying to address those concerns.  We did send an installation supervisor to Mr. ********'s home on 6/26/14 to address his concerns.  Mr. ******** was not present at that appointment, but Mrs. ******** was present and our installation supervisor left the home with the understanding that all items had been addressed.   We apologize that is not the case and Mr. ******** still has some concerns with his project.  We are more than happy to send someone back to the ********'s home and review their remaining concerns.  We have left a message with Mr. ******** to discuss this and arrange for a time to send someone back to his home.
 
Sincerely,
 
Karen Miller
National Customer Service Manager

10/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 1st attempt @ resolving a warranty issue started on 07/10/13, and a return call was promised. On 07/11/13, with out a promised return call from Champion, a response was they lost their computers and will call around 4-5:00. That didn't happen. On 07/12/13, I called again and Charles @ Champion was out of office, but will call Mon.07/15/13. Charles finally called and set appointment to look at the issue. Upon inspection,07/19/13 Charles said he would get items on order. On 07/30/13, at 3:42 PM, I called again and the service girl stated the doors had been ordered and should be here in 2-3 weeks. They supposedly would call and establish an appointment for installation. On 08/13/13,3:55 PM I called again to inquire what was happening. They supposedly will call in the AM and apprise. On 08/14.13, I called and told them I wanted the job completed by Fri. 08/30/13 as I had company coming on 09/01/13, and wanted the job completed by then. I received a call back on 08/19/13 stating George and another fellow would be here on 08/30/13, and it would be an all day job.Henceforth, I changed all my schedules to be here that day. Today, 08/30/13, at 9:37, Champion called and stated they would not be here because their supplier did not have the doors ready. I question why someone did not call previous to that time??? The warranty is covered at their cost and this is ridiculous!!!

Desired Settlement: GET IT COMPLETED AS SCHEDULED!!!!!!!

Business Response: To Whom It May Concern,


We have received a copy of the above complaint and appreciate the opportunity to respond.  We agree with Mr. **** that our communication could and should have been better in reaching out to him prior to learning that the product was not yet in.  The service was re-scheduled immediately upon receiving the product and our Division Manager followed up with Mr. **** to ensure that the service was completed to his satisfaction.  At this time we do believe the warranty service has been completed to the customer's satisfaction. We appreciate this feedback to continue to improve our service to our customers.

Sincerely,

Karen Miller
National Customer Care Manager

8/7/2013 Problems with Product/Service | Complaint Details Unavailable

Customer Review(s)

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Customer Reviews Summary

8 Customer Reviews on Champion Window Manufacturing & Supply Co., LLC
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