Champion Window Company of Atlanta, LLC

Professional!

Excellent in every way

Buyer Beware! 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 4k. We made the deposit of 2k on June 25, 2020, but our windows were not installed until August 24th. 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. The wrong windows were installed and one 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 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. After 3+ months of being given the runaround, we got a call from a representative who put us in contact with the national customer service rep. This was the week of November 16th, 2020! 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. From the beginning of the call, he was very rude. He accused us of extortion because we explained that we would be contacting the BBB and other consumer review sites to warn others as to how Champion operates. We told him that we do not want their product, refund our $$, and come get the windows. We even tried to compromise by accepting the incorrect windows for the deposit amount. He insisted that Champion return and install the correct windows. It took 5+ months to reach someone to discuss the issues we had with the company! We were not interested in dragging this out any further. We wanted these windows installed to renovate the exterior of our home. That project has been on hold because of the problems we have with Champion. It should not take 6+ months to resolve an issue and we have never dealt with a company that was so lacking in customer service. We reiterated that this situation reflected poorly on the company and asked to speak with someone else in authority. He told us he was the head of the customer service and his exact quote was that he was *the highest of the high in the company* next to the CEO. The conversation became heated and Nick hung up. After this exchange, we found the CEOs information online and reached out to explain our disgust but never received a response. A few days later, we called customer service -again-, indicated that we need a resolution, and stressed that we did not want to speak with the CS rep. We were directed to the VP of HR. At first, we thought she was going to be helpful but as the discussion progressed, we realized she was more interested in talking down to us than taking responsibility for their problems. After another heated conversation, she finally agreed that Champion needed to find a resolution that would be satisfactory for us. After ten days we received a phone call from the same CS rep! The conversation was worse than before. This time we ended the call. From day one they have exhibited terrible customer service. Had we not contacted them there would not have been any attempts to make this right. At this point, we have no reason to believe Champion will follow through on any offers to rectify the problem. We want our $$ refunded and never deal with Champion again! 0 out of 5!

They did the job

I just experienced the worst customer service I have ever received in my life. It all started with the salesperson of Champion Window giving me a quote, We were negating back and forth and agreed on a price. I then received a phone call indicating that Champion Window could not honor that price we agreed on and he would have to raise the price (+$90). I know an increase of $90 is not that much, but it was still an agreed-upon price. The company should have honored it, without making the customer feel guilty. During window discussions, my wife specifically asked if our existing room darkening window treatments could be used with the new windows. The salesperson indicated that the new windows would look exactly the same and we will be able to use the existing window treatments. Once the windows were installed it was discovered that the window treatments would not work, and new ones had to be purchased. That was not in our planned budget for this project. Their clean-up was less than desirable. After the windows were installed and the technicians left we noticed leftover scraps inside of the house and cigarette buds left in the yard. These issues were brought forth to Champion Window and nothing was done. We reached out to them on the window treatments immediately, and after days go by, they only offered to pay $500 for a fraction of 2.2% of the overall window bill. ($22K, 7% of the window treatment cost $7K) of them and requested us not to give any negative press. In the meantime, we had to go out and purchase paper blinds, so we at least had some window coverings ($60+) and when this was told to Champion they did not say or respond with any comments. They had no customer empathy. There was no customer satisfaction.

Champion built my sunroom on a slant because they did not advise that I should have my entire patio leveled with the footing. Now the doors are on a slant. I also just found out the permit for the footing was not approved but they did the work anyway. Now I am making them get a structural engineer to come and approve the enclosure to ensure it is safe. I had to call them back on 3 different occasions to fix quality issues such as scratches, dents, bent windows, a broken wheel on the screen, no caulking on the base... Just trying to get a call back was a total nightmare. I had to ask the crew to stop showing up unannounced. They would just let themselves into my backyard without notice and keep the gates open so my dogs can get out. When I complained to one manager, he advised that *Champion had done enough for me.* I am finally in contact with a manager that is helping me, but in order to really fix the issues, they would have to knock the entire structure down and make the patio level. I honestly wish I had gone with another company. I went with Champion even though they were more expensive because I was expecting quality. They started the process on 4.20 and here it is 6.4 and it still is not right... I did finally make them get structural engineer but they only did this after I threatened to sue.

Looks like a new house now! Thank you!

Work completed on one day.Good work.

They were on time professional and honest.

Thanks to Champion we now have 39 beautiful new windows in our home. The installers did a great job and cleaned and hauled away all debris. We are very pleased with the quality of their product and would recommend Champion to others.