I signed a contract for 13 new windows at my residence on 3/11/2022. The sales person, Greg Walfield, was very informative during the process. While he was at my residence doing the initial consult, I told him we wanted all of our windows to match our current interior trim and did not want to mess with the trim at all. We had several other window companies come out whose bids were $10K-15K more than what Champion Windows had estimated and this is because those companies were telling us it was required to install new trim/casings on all the windows. Greg presented a bid for $25,700 which was far under the other companies and for a better-quality window. I asked Greg multiple times if our interior trim would need to be redone because of the new windows. Greg ensured me several times the interior trim would not need to be done and during a “Critical Measure” they would be able to correctly measure and set the windows to match the trim. The contract stated Champion Windows would order and install 13 new windows and “price includes all discounts and tax. Manager to determine method of install. Final payment due at completion. Champion to do exterior trim on all windows”. I signed the contract and waited a couple weeks for the “Critical Measure”. When I signed the contract, I placed a down payment of $8,750 for the project and applied for financing using Champion Windows financing company of choice. The measurements took place and nothing was presented to me regarding the actual measurements or if anything had come up regarding the size of the windows in relation to the interior trim. I waited three more months for the install and during this time I did not receive any calls regarding any window size discrepancies, which would later be presented to me after install. On 6/8/2022 and 6/9/2022, the installation team with Champion Windows arrived and began the installation process. The contractors were professional and very concerned after they replaced 5 of the windows. I was approached by the install contractor who showed be the issue with the windows. He showed me the windows are not matching up to the interior trim, which is leaving a 2-6-inch gap between the window and the interior trim. The installer told me he was given instructions by his manager to put fill blocks, consisting of small pieces of white MDF, into the gaps. The installer then told me I could have the windows pushed-in, but he does not recommend that because this would void the warranty and potentially cause water and other moisture/seal issues. The installer then offered to petition his manager to get new trim installed on the windows affected (8 total), at no charge since this was an issue which should have been addressed at the time of sale or during the “Critical Measure”. I informed the installer to continue installing the windows correctly per the Champion Windows installation guidelines and I would wait to be contacted by the Installation Manager Rod, with what is going to be done. After the installation was complete on the final day, the installer approached me and said he would not have me sign any final paperwork because he does not believe the job is complete, due to the trim issue, and he has never seen something like this that was not caught during the measurement phase. I was then called by the Installation Manager, Rod, who told me Champion Windows would not be installing new trim around any of the affected windows because it was not in the contract to do so. Rod informed me if I wanted the trim done, he would “give me a deal” and charge me $4,500 to have the trim redone (new casing/trim). Rod made sure he told me that was a “really good deal” because they charge “normal people” upwards of $10,000 for what I am needing done. Rod told me the only other option was to use the “fill & block” technique on the window trim, which in short is using small pieces of fill wood (MDF) to fill in the gaps along the trim. This would cause a mismatched trim. I told Rod my trim was in perfect shape prior to the install and I had discussed with sales that I did not want the interior trim messed with and I wanted the windows to match the trim, Rod told me it wasn’t his problem and it was not in the contract to do interior trim, so he was not responsible for any of the repairs. I attempted to escalate my issue but was met with hostility from Rod, saying nothing in the contract states interior trim needed to be done and I needed to pay for the remainder of the work. I continued to try and escalate this issue through the company but was met with nothing but hostility and each individual I spoke with placed blame onto me, telling me I should have known the trim would have needed replacement because of the way the existing windows had been installed. I have avoided posting on public forums until now, it is now September.
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With over six decades of experience and expertise, Champion Windows and Home Exteriors is one of the nation’s leading home improvement companies. Champion transforms homes with premium-quality products that are designed, built, installed, and guaranteed by Champion. Every product Champion offers – from new windows and sunrooms, to siding and entry doors – is built right here in the USA, backed by our industry-leading Limited Lifetime Warranty, and comes recommended by more than 9 out of 10 recent Champion customers.
Because we custom manufacture our windows, doors and sunrooms, we can ensure our stringent quality and craftsmanship requirements. Each Champion showroom is run by a talented and dedicated manager supported by staff of the same caliber. It is our goal that each and every Champion customer nationwide receives quality products backed by unsurpassed customer service and powerful warranties.
Without a quality product backed by excellent customer service, a business will not realize great success. Therefore, we set our standards of quality, value, and customer service to the highest degree. We go the distance to ensure every experience with Champion is a pleasurable one. From the very beginning, you will find Champion ready and willing to serve our customers.
We sincerely hope that you find Champion to be a great company to do business with. We are committed to our customers and their satisfaction with turning their house into a home.See more
