ComplaintsforChampion Windows & Home Exteriors

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have 2 Champion replacement windows whose seals have failed causing moisture to collect in the windows. The lifetime warranty guarantees free replacement. We were required to pay $119.00, February 12th to have the failed windows verified. We have the original contract. The order was placed April 24 & estimated to take 6-8 weeks to produce at factory. The replacement is a piece of glass excluding the frame. Two service visits in June to replace the glass were a failure and caused more damage to one window. The glass was broken when the technician attempted to replace the glass. We were then told the windows were not measured correctly both visits. It is now September, 7 months later, and we have yet to have the windows repaired as guaranteed. The local representative blames the factory. We have attempted to contact a factory representative without success.

  Business response

  09/24/2024

  We understand your frustration with the timeline. We have been in direct contact with the factory and have requested that this order be expedited. We are awaiting an estimated timeframe and will contact you as soon as we have that information. Please know that we will see this service through to completion once the parts have arrived and we truly appreciate your patience. If you need any further assistance or have any questions, please do not hesitate to contact us directly. Thank you.

  Customer response

  09/24/2024

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

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  08-06-2024 app made with D** R***** Sunroom from Champion. D** told me small cuttings would be done to my overhang of my home. 8-8-2024 told D** still had reservations about overhang asked exactly what would be cut stated 20 feet. Cancelled contract. ************ K**** 8-21-2024 stated my refund would be issued within 10 days. 8-28-2024 called ************ N**** stated someone would call me back and go over contract. NO ONE CALLED. My Check dated 8-8-2024 for $25,000 was deposited 8-7-2024. Have no contract # to my knowledge from Champion only ******** Loan App acct. Application number is **********. Their email address is: *********************

  Business response

  09/04/2024

  We have confirmed that the refund has been issued. You should receive your refund check before September 6, 2024. No transactions have been made through ********, but we can confirm that your ******** account is closed. If you have any further questions, please do not hesitate to contact us. We have enjoyed having the opportunity to work with you. 

  Customer response

  09/05/2024

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

  Customer response

  09/06/2024

  9-6-2024 Champion Windows and Sunrooms stated that they had paid back my deposit, that I should receive it by 09-06-2024. Did not happen. Wish my deposit to be paid back. Also want to verify whether or not Champion Windows and Sunrooms pays interest on customer's money if not paid back within 10 days. If not, or if so, where on contract is this stated? Asking for confirmation and proof of how my deposit was repaid by them, U.S Mail, Fed Ex, etc.
  

  
  

  Customer response

  09/09/2024

  9/9/24-called consumer at ###-###-####
  
  spoke with consumer stated that no check in hand has of day 
  
  the consumer wanted to know if they sent regular mail or not?
  
  explained the business did not expressed how it was mailed but stated will be before 9/6/2024
  
  per the business sent their response 9/4/24 the consumer wants to find out from the business 
  
  what date the check was mailed out and what method was the check mailed out to the consumer
  
  example:regular mail, fed ex or certified mail can the business provide a tracking# 
  
  therefore will reopen and ask the business what method the check was issued out 
  
  regular mail, fed ex or certified mail and ask for a tracking#

  Business response

  09/10/2024

  We would like to inform you that your check is in route and should be delivered today, September 10th. We apologize for the delays that were out of our control with the delivery company. If, for some reason, you do not receive your check, please give us a call, and we will track the shipment for you, and provide you with updates. Thank you for your understanding. 

  Customer response

  09/18/2024

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid for & signed a contract for a new patio sore on 10/26/2023. It was promised by 12/23 & we still haven’t received the promised door. I would like all money refunded or the promised door installed.

  Business response

  08/30/2024

  We truly understand how frustrating the wait time for your patio door sash can be. We are working diligently with our factory to provide you with a better update on its arrival. We will contact you with the utmost priority as soon as we receive an accurate update. Your patience throughout this process is highly appreciated.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I will start with what my ask is, so that you will know & can have that in mind while you read some or all of the following. The ask is for the Window roller/wheel to be replaced, or an entirely new sash to be installed which has always hung crooked from approximately 21 months ago, with a tilt, now I realize the reason is because the wheel isn’t functioning. The window has always been tilted, but was only noticeable when the window is open, which is only at certain times of course. Also, a window screen has two holes, around a quarter or so in size. I know that this is a product defect problem, because the window screen material is so weak and fragile, that it practically would tear like wet paper if you barely touch around the hole. i.e. the entire screen will obviously have the same types of problems, because the screen material is very weak. It wouldn’t take a hard or sharp object to puncture the screen, it literally is so weak, almost like rotted material level weakness, the screen looks fine, except for the holes, but obviously will continue to fall apart because of the weak screen material. This Window with the roller/wheel problem was not the original window. The original window was removed, at the choice of the Champion because there was a bad blemish (looked like a drill bit mark or screw mark from installation) on the metal plate at the bottom of the window. When the worker returned and installed a new replacement window, I pointed out that the new window didn’t open &close smoothly, I showed him in comparison to the other window, which is the same size & type. The worker said he agreed it wasn’t smooth, & he said it was probably because the rollers are new, &I could try some “******” furniture spray on it for lubrication. This was only 21 months ago, and the window is only open for the most part during some warmer months, Would you please have the window replaced so that it functions properly. Thank you. NOTE See full info in the attached.

  Business response

  08/30/2024

  Thank you for addressing your concerns with us. We appreciate the time you spent speaking with us on the phone. We are looking forward to scheduling your appointment promptly to thoroughly evaluate your Sunroom. Feel free to contact us if you have any further questions or concerns. We are eager to assist you in being able to enjoy your Sunroom once again

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, despite a couple of new issues related to the replacement/fix work. 

  Yes, the two workers were very polite and worked through the issues.

  I think we can close this for now.

  The new bottom piece that was installed on the large window, I saw after they left, it has a thin half centimeter or so, scratch/or gouge w paint missing, so don't know if some paint could be used to make it look better.   Several of the screens were replaced, I also noticed after they left that one of the screens has about an inch long gap, opening along the edge at very top, so essentially it acts as another hole, the same reason why they had to be replaced. 
  

  So, if you can just keep this information in the file, speaking to both Champion and BBB, you'll know if needed down the road, these weren't issues that came up from wear and tear.  The workers are nice, but the product seems to recurringly to have issues, even when newly installed or replaced comes with the problems from the start unfortunately.

  The other issues brought up were tended to, e.g. missing screws from the overhang, door handle latch, etc.
  
  Regards,

  Thanks.
  
  ***** ********
  

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to get our leaking windows resolved for almost a year. We have many other issues, but this is by far the most important right now. We recently had someone from champion that answered the phone number we had come out and did some work, only to make the issue worse. It is ruining our floors, and we are sick of it! Champion customer service is nonexistent and go through managers it seems on a monthly basis! The current manager promises the world, they leave, and you start all over again with another one who does the same, and it is cyclic. Here is a video of what we go through every time it rains. WE NEED A RESOLUTION! Video link: ********************************************************

  Business response

  08/27/2024

  We understand the urgency of these matters and we truly appreciate you bringing them to our attention. According to our records, we had an appointment scheduled for the whole day on 9/12/24 to address service-related work. Regarding the leak, your local installation manager has arranged an appointment with you on Wednesday, August 28th. During this appointment, we will conduct a thorough water test on your windows and roof to pinpoint the cause of the leak so that we can address it as swiftly as possible. We genuinely appreciate your patience throughout this process, and we are committed to completing your repairs as quickly as possible. Thank you for your understanding.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached. Water penetration through both sunroom doors during wind-driven rains. Champion-installed water stops at bottom of south door causing door to be out of alignment. Failing south door knob. Letter shows the length of this customer's attempts at resolution, including an addendum of the latest.

  Business response

  08/27/2024

  We appreciate you bringing these matters to our attention. Your local customer service specialist will contact you to schedule another thorough evaluation as soon as possible. We look forward to addressing the necessary repairs covered under your limited lifetime warranty. Thank you for your continued patience.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 windows from champion and one of the windows broke about 2 months in. We have been in contact with them since November of 2023 and have not heard back from anyone. All we want is a new window as well as compensation for not having a working window for the last year.

  Business response

  08/26/2024

  On December 2, 2023, a service was requested for cracked glass. We scheduled an appointment and found that the cause of the crack was due to vandalism. Three days after the appointment, we informed the customer by email and voicemail that this was a chargeable service, provided a quote, and a copy of the warranty.

  According to our warranty, it does not apply to acts of God, fire, civil disorders, war, or unreasonable use, abuse, or misuse.

  After informing the customer, he disputed paying the quote. We tried to contact the customer several times to discuss moving forward. 
  Our local traveling installation manager reached out to the customer to discuss the repairs and quote, but the customer stated he did not want to proceed with the quote and repairs and disconnected the call.
  
  We are happy to assist the customer with replacing their cracked window under the quote provided to him.

  Customer response

  08/27/2024

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

• Initial Complaint

  08/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My elderly mother contacted Champion Windows about turning a covered patio into a sun room. She is bi-polar and was having a manic spell. On 7/31/24 Mark W****** from their ********** office spent 6 hrs talking her into putting down $10K on a $47K project to be completed in up to 22 weeks. She is living off of social security and does not have enough money to pay for this project. 12 days later, she was regretting what she had done and called me for help. She admitted that she had made a mistake and needed me to fix it. Throughout the time the salesman was there she said she was very confused and he had to re-explain everything a lot. She told him she needed her daughter there to help with the decision because she didn’t really understand the project or the financing. He pushed anyway because as he put it to me, there was no power of attorney in place. Apparently he even helped her to write a good review of himself while he was there. None of this sounds like normal sales practices. Intentional or not, he took advantage of someone who was not mentally stable enough to make this kind of a decision. I contacted several people at Champion on her behalf and pleaded with them to give her $10K down payment back but they refuse to budge. Per the contract they got her to sign she only had 3 days to change her mind. As of 8/12/24 (the day I found out about it) the project has been put on hold. That should prevent Champion from incurring any loss on materials. I have spoken with Brandon C**** and Veronica M****** from the ********** office as well. Brandon says he talked to his regional manager and that person would not authorize a return of her money. My mother has been to her psychiatrist and has had her medications adjusted. She is embarrassed, depressed, and I just want someone to please help her get her money back.

  Business response

  08/23/2024

  We understand your concerns, and we appreciate your bringing them to our attention. It seems that our customer is in the process of purchasing a home from a family estate and is eager to undertake several home improvement projects, including the construction of a sunroom. We made it clear during our initial sales appointment that we needed to know if anyone else needed to be present for the decision-making process, and we were given the go-ahead to proceed without anyone else being present. We have carefully considered the situation, and if the homeowner chooses to cancel the project without penalty, we are willing to make an exception to our policy when proper documentation is provided.
  We kindly ask that the homeowner’s son provide a power of attorney and/or a dated letter from a health professional prior to the contract date that certifies the customer’s health impairment to make decisions like entering this contract.
  We would need this to be able to make the exception and justify the cancellation. We need to be assured that the cancellation is indeed necessary. The homeowner's power of attorney must sign the cancellation. If these documents are not readily available, we are happy to proceed with the build as planned or offer the cancellation according to the terms in the contract. We want to ensure that we handle this situation with care and understanding.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Champion installed vinyl siding on our entire home and was completed December 2018.Excessive water flowing from vertical end channel of siding causing standing water next to house foundation. We also discovered water damage on inside wall directly at leak location. First, we paid a roofing contractor to inspect our roof. He found no roof problem.I submitted service online request on July 5, 2024. On 7/15/2024, Champion sent person to evaluate problem.He applied caulking (to his perception) of areas of concern.He instructed us to call back if this didn't solve problem. On 7/26/24, we called "Nala" the Champion scheduler, who didn't answer. We left voice mail that the problem wasn't solved. Called her again on 7/30/24, 7/31/24 and 8/1/24 and left messages. No return call from Nala. On 8/1/24, we called Champion customer line, and talked with Jasmine, who told us we would hear back within 48 business hours to reschedule appt. On 8/2/24, Nala called and said she is sending our ticket to managers. She informed us she didn't have any contractors in our area. We called Champion headquarters on 8/13/24, and talked to Kathy, who advised us that Nala would respond within 48 business hours. To date, we have not received any phone calls, texts or communication from Champion regarding our repair request.

  Business response

  08/23/2024

  Thank you for bringing your concerns to our attention. We would like to apologize for not meeting our customer service expectations regarding the multiple attempts to contact us. We will strive to provide you with exceptional customer service moving forward. According to our records, your division's regional manager has contacted you, and we have scheduled your appointment for Tuesday, August 27th. We are looking forward to addressing your concerns.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought windows from the company. I was given coupons for 12 months to get free glass cleaner. I have tried for a couple of years to get my last two cans of glass cleaner. I go to the showroom but no one ever answers the door. I have made appointments with the customer service department but no one is ever there to help me. I want my last two cans of glass cleaner that I paid for when I had the windows installed.

  Business response

  08/23/2024

  We apologize for any frustration you may have experienced while trying to receive your free glass cleaner. Our records show that no attempts to contact us were logged. However, we are glad that your local customer support specialist was able to get in touch with you. It was noted that you would stop by sometime this week to receive your glass cleaner. If you have any further concerns, please don't hesitate to reach out to us, and we will be more than happy to assist you.

  Customer response

  09/18/2024

  
  ***** called in to say Champion resolved her issue. Laurie took care of her and she is happy

  Customer response

  09/18/2024

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

  
  ***** called in to say Champion resolved her issue. Laurie took care of her and she is happy
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩