If we could give 0 stars we would! Our experience with Champion was less than stellar. In fact, from the beginning of this process in June until now it has been horrendous. My wife was pressured by a sales rep to make a quick decision because the offer she was given was ending soon. We ordered three full double hung windows at a cost of $4000. We made the deposit of $2000 on June 25, 2020 but our windows were not installed until August 24, 2020 – two weeks later than the date we were promised.
Since we are in a pandemic, we understood the possibility of timing issues but were never contacted by anyone at Champion to let us know there would be a delay. We were not given the windows we purchased. We paid for a premium product. The windows we received were the standard product and one of them was cracked. The installer apologized and indicated that someone would return in two weeks to repair the cracked window. We were not satisfied with this and immediately contacted Champion customer service to let them know about the issues. The person we spoke with stated that someone would contact us promptly regarding the problems. We waited patiently for over a week but had no response so we called again without a positive result.
We spoke to several customer service representatives but got nowhere.
We left numerous messages with no return calls. Finally, after three months of being given the run around, we got a call from a representative who put us in contact with the national customer service rep. This was the week of November 16, 2020. He called us and we were unavailable but called him back as soon as we were able and left a message. His voicemail stated that he had a 24 hour turn around for messages. We called four additional times and left voicemails but we did not hear from him again for five days.
The only reason we were able to make contact with him then is because we called customer service – again – and explained our inability to reach him. The person we spoke to worked in the same building and was able to get him to call us back the same day. From the beginning of the call he was very rude. He denied that his outgoing message indicated a 24 hour turn around. He then accused us of blackmail and extortion because we explained that we would be contacting the BBB and other consumer review sites to warn other people how this company operates. We told him that we do not want their product. We want them to take the windows back since they were not the correct product and give us a refund. He said Champion would not honor our request. We even tried to compromise by accepting the incorrect windows for the amount of the deposit we paid since there was a substantial cost difference. He insisted that Champion return and install the correct windows.
It took 5+ months to even reach someone to discuss the issues we had with the company. We were not interested in dragging this out any further. We wanted these windows installed before fall so we could renovate the exterior of our home before it got too cold. That project is now on indefinite hold because of the problems we’ve had with Champion. It should not take six months to resolve an issue and we have never dealt with a company that was so lacking in customer service. We reiterated that this situation reflected poorly on the company and asked to speak with someone else in authority, He told us he was the head of customer service and that he was the only person we could talk to about our issues. His exact quote was that he was “the highest of the high in the company” next to the CEO. The conversation became heated and Nick hung up while still talking to him.
After this exchange we found the CEO’s information online and reached out to explain our disappointment but never received a response. A few days later we called customer service – again – and indicated that we need a resolution but stressed that we did not want to speak with that particular person. We were directed to the VP of Human Resources. At first we thought she was going to be helpful but as the discussion progressed we realized she was more interested in talking down to us than taking responsibility for their problems. After another heated conversation, she finally agreed that Champion needed to find a resolution that would be satisfactory for us. After ten days we received a phone call from the CS rep. The conversation was more heated and ugly than before. This time we ended the call.
Champion Windows is a terrible company. From day one they have exhibited terrible customer service. Had we not contacted them there would not have been any attempts to make this situation right. At this point we have no reason to believe Champion will follow through on any offers to rectify the problem. We are happy to return the windows and get refunded our deposit and to never have to deal with Champion ever again. Buyer Beware!!
We have photos of window issues and contract for proof. Still waiting on recordings which Champion will not release to us.
Champion Windows and Home Exteriors Reviews
If we could give 0 stars we would! Our experience with Champion was less than stellar. In fact, from the beginning of this process in June until now it has been horrendous. My wife was pressured by a sales rep to make a quick decision because the offer she was given was ending soon. We ordered three full double hung windows at a cost of $4000. We made the deposit of $2000 on June 25, 2020 but our windows were not installed until August 24, 2020 – two weeks later than the date we were promised.
Since we are in a pandemic, we understood the possibility of timing issues but were never contacted by anyone at Champion to let us know there would be a delay. We were not given the windows we purchased. We paid for a premium product. The windows we received were the standard product and one of them was cracked. The installer apologized and indicated that someone would return in two weeks to repair the cracked window. We were not satisfied with this and immediately contacted Champion customer service to let them know about the issues. The person we spoke with stated that someone would contact us promptly regarding the problems. We waited patiently for over a week but had no response so we called again without a positive result.
We spoke to several customer service representatives but got nowhere.
We left numerous messages with no return calls. Finally, after three months of being given the run around, we got a call from a representative who put us in contact with the national customer service rep. This was the week of November 16, 2020. He called us and we were unavailable but called him back as soon as we were able and left a message. His voicemail stated that he had a 24 hour turn around for messages. We called four additional times and left voicemails but we did not hear from him again for five days.
The only reason we were able to make contact with him then is because we called customer service – again – and explained our inability to reach him. The person we spoke to worked in the same building and was able to get him to call us back the same day. From the beginning of the call he was very rude. He denied that his outgoing message indicated a 24 hour turn around. He then accused us of blackmail and extortion because we explained that we would be contacting the BBB and other consumer review sites to warn other people how this company operates. We told him that we do not want their product. We want them to take the windows back since they were not the correct product and give us a refund. He said Champion would not honor our request. We even tried to compromise by accepting the incorrect windows for the amount of the deposit we paid since there was a substantial cost difference. He insisted that Champion return and install the correct windows.
It took 5+ months to even reach someone to discuss the issues we had with the company. We were not interested in dragging this out any further. We wanted these windows installed before fall so we could renovate the exterior of our home before it got too cold. That project is now on indefinite hold because of the problems we’ve had with Champion. It should not take six months to resolve an issue and we have never dealt with a company that was so lacking in customer service. We reiterated that this situation reflected poorly on the company and asked to speak with someone else in authority, He told us he was the head of customer service and that he was the only person we could talk to about our issues. His exact quote was that he was “the highest of the high in the company” next to the CEO. The conversation became heated and Nick hung up while still talking to him.
After this exchange we found the CEO’s information online and reached out to explain our disappointment but never received a response. A few days later we called customer service – again – and indicated that we need a resolution but stressed that we did not want to speak with that particular person. We were directed to the VP of Human Resources. At first we thought she was going to be helpful but as the discussion progressed we realized she was more interested in talking down to us than taking responsibility for their problems. After another heated conversation, she finally agreed that Champion needed to find a resolution that would be satisfactory for us. After ten days we received a phone call from the CS rep. The conversation was more heated and ugly than before. This time we ended the call.
Champion Windows is a terrible company. From day one they have exhibited terrible customer service. Had we not contacted them there would not have been any attempts to make this situation right. At this point we have no reason to believe Champion will follow through on any offers to rectify the problem. We are happy to return the windows and get refunded our deposit and to never have to deal with Champion ever again. Buyer Beware!!
We have photos of window issues and contract for proof. Still waiting on recordings which Champion will not release to us.