WARNING: Please think carefully before spending your hard-earned money with Champion Windows…read more
My family has been dealing with an extremely frustrating warranty issue with Champion since May 30, 2026, and the experience has been nothing short of a nightmare.
We purchased a Champion steel entry door in May 2018. On the morning of May 30, 2026, my brother opened the door, and the outer pane of the decorative double-pane glass suddenly shattered into thousands of pieces. The door contains decorative iron detailing between the glass panes, and the shattered glass created a significant safety concern.
On June 1, 2026, I contacted Champion to initiate a warranty claim. I was informed that no appointments were available and that someone would contact us during the week of June 22. Unfortunately, no one ever reached out.
In July, I followed up to check on the status of the claim and was told that Nicole would review the paperwork and contact us to schedule service. When Nicole finally called, she incorrectly stated that the glass components were covered under warranty for only five years. Thankfully, we have retained our original warranty documentation, which clearly states that the glass components and glass frame components are covered for 10 years. After I provided a copy of the warranty and photographs of the damaged door, Nicole acknowledged the coverage but informed us that we would need to pay a $250 service fee for a technician to come out and take measurements.
By that point, it was already August 2026. A technician was scheduled to visit on August 14 but never showed up. After another call to Champion, the technician finally arrived on August 18. He assured us that the issue would be covered under warranty and that he would submit all necessary information so the glass could be replaced.
Because the original glass style is no longer available and the door model has been discontinued, Champion asked us to select an alternative glass design, which we did. After another two weeks passed without any updates, I repeatedly called and emailed Nicole seeking a status update. Most of my calls and emails went unanswered.
Finally, on September 3, Nicole informed us that management had reviewed the claim and that we had only two options:
1. Accept replacement glass without the decorative iron insert, resulting in a door that no longer matches the original design or appearance; or
2. Receive a refund of the $250 service fee and hire a third-party company to replace the glass at our own expense.
Neither option is acceptable. My family invested more than $22,000 in Champion windows and doors for our home, and we expected the company to stand behind its products and honor its warranty obligations.
I requested to speak with Nicole's manager and was provided with Shannon's direct phone number. I called and left a voicemail, but my call was never returned. When I called again, Shannon answered. During the conversation, she became extremely unprofessional, raised her voice, stated that she would personally deny our warranty claim, and then hung up on me.
In other words, Champion is refusing to provide a comparable warranty replacement because the original door model has been discontinued or outsourced. Despite having a valid warranty that clearly covers the glass components for 10 years, Champion has failed to provide a reasonable or satisfactory resolution.
After months of delays, missed appointments, inaccurate information regarding warranty coverage, poor communication, and ultimately a refusal to honor the spirit of its warranty, we are left with a damaged door and no meaningful support from the company.
Based on our experience, I strongly encourage prospective customers to carefully consider whether Champion will stand behind its products when warranty issues arise.