Castle, The Window People

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me pending installment of the new window at the agreed-upon price Regards, [redacted]

The windows are years old and still under warranty Getting replacement parts for such a window is not always a quick processItems have to be sourced We are calling the client now to set them up for an appointment

We have had all the items and materials to perform on this job The client is refusing to set the appointment to do so Please have them call the office to set up a time to rectify any of their concerns

Had windows installedFront large window was installed without a lock it took almost months for Castle to come out with the correct lockFor months my family was not safe having a front window without a lockAbsolutely NO COMMUNICATION between the office and serviceTalked with several different managers who ALL assured us that they would paint ALL the damage that they caused my window sills and heating boardsPictures where taken to prove the damageApparently John who took the pictures NEVER submitted themI have lost hours of work waiting for Castle to show up and every time they said they either had the wrong lock and didn't know about the paintTold them the locks on the office window doesn't lock, again nobody knew about itOne guy came out and told me he found a 1/can of paint in the office so he was able to put on one coat on one sillSo many window people out there and we had to pick a terrible company! Would NEVER recommend them

Ms [redacted] I am sorry for the illogical e-mails that you're receiving from our staffPlease note that the job is discounted are based on the ‘whole’ of the job However, this is the end result breakdown of the prices that are reflected in our system - please note that there is no sales tax on the home improvements, so you were not charged any sales tax on this order The windows are broken down into price categoriesThe installation charge is included in the cost of the windowGenerally speaking the installation cost is roughly 10% of the order which would amount to approximately $this is not a charge that is itemized on the price lists, so there is no specific manner in which it is broken down I hope this clarifies your concerns and gives you a better insight into the order that was placed -- I have attached the break down, I tried to use the space in the Revdex.com reply letter, but the formatting was a bit messy Please look for an attachment with the breakdown [redacted] [redacted] ***

Beware, I had very Bad experience with this window companyDont waste your timeCalled and schedule appointment to get an estimate to replace windowsThey said someone should be at my place between and pmNobody showed upCalled couple of times but No answer ans finally someone answer and hang up on me twiceNever get a call back from them

Thank you for the informationWe were in contact with the client and it seems as though the situation has been resolved

We apologize for the inconvenience for the customerThe shutters are scheduled to arrive in our warehouse on August 14.--- Once the shutters arrive, we will call the customer for installationPlease note that the shutters or a custom size by three quarters of an inch- We had arrived to install the previous set of shutters, and the customer wanted them special ordered to the 3/inch measurementWe apologize if there was a delay, but our company does not typically sell, nor do we manufacture shuttersCustom products typically take longer to receive in than standard productsIt is unfortunate, and we empathize with the consumer, but we cannot discount this job as we have already purchased the shutters three times for this particular order

Client is set for Service on 5-22-

this company is the best,,they installed my patio glass in 2008,,aug it was shot out by a child with a BB gun,,the mother was being snotty about paying for it,,when Jeremy came over my house he reminded me that it has a life time warranty..so the mother won't have to pay,,{I knew she wouldn't anyway},,so this life time warranty is the best,,Jeremy said he will be here at 10:am..and he was here at 10:05am..that was wonderful..so I highly recommend this company [redacted] ***, and I recommend Jeremy

I answered a newspaper ad for window replacements, a sale person showed up at my house days later named [redacted] and gave me a contract to sign for a total of $ifv I paint cash or check for $1515.oo and the balance of $the day the windows were installed, that comes to $for each window and that included a discout for paying upfront I asked about the windows for $each that they advertised, and he said they were very tiny, and asked how big they were and he would not answer my question I am yease old and he never offered me my senior citizen discount I told him the City of [redacted] requires a building permit for $75.00, and he said he would get me one Three weeks later they clled to say my windows were ready and wanted to set a insterlation date, I told them that my building permit hadn't come It took the another weeks to finally get my permit after I made another phones calls to them, they said the delay was not there fault but was the fault of the castle window salesmanI called the general manager [redacted] about all this and said he would look into it and call me back in fifteen minutes, he never called, I called several days later and they said he was in a meeting and transferred me to his assistant [redacted] on Sept 19th, and he said there was noting they could do as it would cost Castle to much money just to made cheeper windows for my basement He said if I ordered to more windows maybe they might do it he said MAYBE As for as my senior citizen discount, it was way to late to get that as the job had been completed Everyone including the [redacted] people to the head ceo of Castle Windows talk out of both sides of their mouths There solgan should be Castle Winows The Window [redacted] People

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] The reason about this settlement is because I complain to the Revdex.com if not I would be still waiting .I would never recommend Castle Windows to anyone,Customers are always first to keep good relationship that did not happen to me Am disappointed with the job they did November ,that will appreciably month that's a long time .Thank you,

We are sorry that the customer is frustrated with their orderWe have spoken with them in the past and we have had parts on order in order to complete this serviceThe parts are available, and we are attempting to get a hold of the customer in order to go out and service the job The customer can call us directly at ###-###-#### and ask for the customer service department

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I reviewed different window companies and Castle offered a lifetime warrantyThe salesmen were very good and explained everything.I replaced windows and large sliding door, installers Mike and Eric were excellent and also cleaned up everything afterwards, it only took hrsand it was like they were never here, even put blinds and curtains back up! I also recommended them to friends and they also hired Castle due to seeing my windows and hearing my praisesI highly recommend this company to anyone and will continue to do so!!!!!!!!!!! Thanks Castle!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response is correctA worker did show up on 12/10/and did all the repairs requestedWe will watch the area closely to see if the repairs hold upI do not think the company handled this process well--over months delay is unreasonable to wait for repairsThe workers who actually showed up were quite courteous, but the folks at headquarters were uncooperative Regards, [redacted] ***

We are very familiar with this customer's complaintThe customer purchased a number of windows and patio doors from our companyWhen the salesman went out to the house, he showed her all of the products and showed her a sample working model of both the Windows in the patio slidersWhen the customer received her patio sliders, she was not happy with the design of the productHowever, she got exactly what she had ordered and what she contracted forThere are no existing service concerns on the doors for the Windows whatsoeverUltimately, the customer called into her office a number of times we explained to her that she had gotten exactly what she orderedUltimately, the customer complained enough in and in an attempt to appease her, we offered to allow her to go out and purchase a different style of patio door and we would install those doors insteadWe told her that since these are not our products, we would not be able to give her a warranty on themShe became upset at thisShe is called here are a number of times, and we expressed to her that she had gotten exactly what she was shown in what she had ordered and what she was shown was the extent of our product lineWe've done all that we can in order to accommodate the customer, and it seems as though at this point she is being unreasonable Setting aside the offer that we made, we find no other way that we can help the customer other than her accepting that she received exactly what she had orderedThank you

Thank you for taking the time to send this customer complaint over to our companyWe have in fact, been in communication with customers and this is the information that we have reviewedThe customer purchased white Windows and also white capping around the Windows(This is what the customer is referring to as PVC) Please note, that the 'PVC" has been installed according to contract, however the customer is stating that they now wish to have a different colorIt does not appear is though the customer is disputing what they contracted forThey seem to be more upset about the price in order to change the job to a different color.Please note that we received Association approval to install the products that we had contracted with the clientThe client was given a price of $to remove the old capping and installed the new capWe understand that the customer may be frustrated, but the materials used in the labor do represent an expense to our company and these are not things that were contractedHowever, in the spirit of compromise, what we suggest we do is to split the cost with the customer 50/Instead of charging the customer we suggest that we charge them $to do this work Please note that at this point, we will be doing the installation at a loss, but we feel as though in order to keep the customer's goodwill, we would be willing to do so

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please ensure that the check is sent to my new address on the complaint in New Jersey Regards, [redacted]

We are in receipt of your customer’s complaint [redacted] Please note that we recently visited the clients’ house and did an inspection of their jobPlease also note that the initial installation of the bay window occurred in The customer is stating that the window was not properly flashed and therefore a leak occurredPlease note that the leak is not due to our windowThe customer has subsequently replaced their siding and consequently, the siding is not installed properly and water ended up getting into the bay windowThis is further supported by the fact that this window remained in the customers’ house for over a decade until we receive the first complaint of any type of waterIn any event, despite all of this, our company offered to replace the seat skin of the bay window free of chargeIf the Revdex.com would like some photographs of the new siding, we can send those over, but obviously, the customer is well aware that they ended up changing the outside siding on the structure, and therefore disturbed the roof and flashing around the windowIn this particular instance, the customer is requesting that we give them a whole new bay windowWe are not going to give them a whole new bay window as the problem did not emanate from our installationAgain, we offered to replace seat skin free of chargeIf the customer would like a new bay window and they would like to pay for the cost of the window in materials only, we would be open to working that out with themWe will consider this matter closed at this time and we will continue with the service as indicated at our last inspection