Castle, The Window People

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

just had windows installed by frank ron and Anthony.these guys did a great job.very polite.cleaned up everything in all rooms and outside.very professional.would also like to thank brian who was my salesman.very polite.would also liken to thank mr.robert *** who went the extra mile to get me low monthly payments.merry x mas and happy new years to the entire staff of castle windows

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** * *** ***

Stay away!! They make every promise to get you to sign and then make excuses from then onI placed an order to redo all my windows and a sliding door with a completion date included in the contract (this is what saved me), paid a depositPromises to deliver custom made windows before the due date (month) were madeNo phone calls or any communication for weeks; I called to get a status update, what did I get "thanks for calling, we'll look into that and call you right back", again nothing, so after days I called back and then the excuses"Your windows are not ready, it will take another 3-weeks"
"The account manager is not available at this time"
"You can not cancel as per the contract" -- well since I had the salesman enter the delivery by date they had no choice but to honor my cancellation requestWAIT, it doesn't end hereI thought that was it, I'll get my refund and move onNOPE
Trying to get anyone to take action to process the refund is impossible, after waiting weeks still nothing, no refund/voided checkDo yourself a favor, go some place, any place other than here

I called Castle Window after receiving an ad in the mail for themI set up a time for someone to come to my house and give me an estimateThe sale person showed up on time, however, that's about the only good thing that came out of this appointmentThe salesman that came to my house only measured of my windows when I had asked to have windows replacedHe then sat at my dining room table and gave me a lecture on economics and business...nothing to do with a window estimateHe also proceeded to look at everything he could and ask me questions about things in my houseHe was more concerned about cupcakes that I had sitting on the counter and asking me why my boyfriend wasn't there then giving me a window estimateI found it very rude at the beginning of the conversation that I was asked if I would be getting any financial help from anyone else on the windowsNone of his business if you ask meHe explained to me that Castle is one of only window manufacturers that I could purchase windows fromHe also explained to me that going to *** or *** *** would be a huge mistake on my part because they would charge me $per window for a basic model window and that didn't include their labor costI told him that I would not pay that much money for one window and he advised me that his numbers were "actual costs from the store"After an hour of telling me how great the company was and how I should NEVER go to a home improvement store, we finally got to the numbers part of the estimateNothing was ever written on official Castle Window paper, he was using a legal pad of yellow lined paper to do my estimate, weird right? So ,our first number came to $for windows installedI have no idea what type of windows these were as the salesman DID NOT BRING SAMPLES with him to the appointmentHe then explained that I could get the trade in value off of my old windows and a "discount" for being a nurseThis brought the estimate down to $He then asked me if I would be financing with them, which requires a credit score, or paying with cash/check/creditI told him that I would not be financing and he then said "well if you're not financing there is another discount we can give you for cash"This brought my estimate down to $And finally, if I let them put a sign in my front yard it would being the final cost down to $Again, I have no idea what these windows would look like or anything since there were no samples or even books with pictures given to meI told him that I needed to discuss the estimate with my boyfriend to which he laughed and said "if he isn't paying for it it doesn't matter what he says"VERY UNPROFESSIONAL! He also told me that he "wasn't allowed" to leave his yellow legal pad papers at my home but he would since "he liked me"I told him that I would call if I wanted to scheduled an installation and was advised by the very rude salesman that if I called the corporate number, not to mention that I have an estimate...sketchy! Although I don't consider my yellow legal pad an official estimateNeedless to say, I will not be getting windows with this company and have found somewhere much cheaper and more professional to deal withSTEER CLEAR OF THESE PEOPLE!

We had really old aluminium windows which needed replacementsCome winter, the living area would get so cold and there was always a cold draft coming in from the windowsThe sales rep was proficient and knowledgeableGave a pretty decent quote and scheduled a time for someone to come out and take the measurementsThree weeks through the process (we were dependent on the HOA approval), got a call to schedule the installI was a little worried about having the install done as the weather report forecast was for rain and snowSpeaking to John B*** (Installation Manager), a very patient guy made me feel better and we stuck to the scheduled time.Three install guys, windows (living area and bedrooms) and hours later I already see the differenceNo wonder these guys have been in business since the 1970'sThe exterior glass on one of the window panes broke during install (thanks to mother nature's strong winds) but John will have it replaced with a new one in a week'A' Grade quality insulation, installed professionallyAsk for Chris as the install guy if at all you go to them , he is a patient guy and makes sure the work is done thoroughThe best part I like is the lifetime warranty these guys provideNow to watch the product take its test of time and weatherIf all looks good I plan to get the rest of my windows done by the end of this year

If there is current follservice, we would be more than happy to go
out to the customer's house to service the job or find out what is needed to be
done in order to service itThe customer has a lifetime warranty that they
received whenever we install WindowsThey can
simply call ###-###-#### and
asked for the service department where we will set up a service callIf they
would like to speak with one of the managers in the service department, they can
ask for *** *** ** ***

We are in receipt of thing from Ms***. It is unfortunate that the customer feels as though we have not serviced her properlyThe window installation occurred on August 21, in the customer called our office on August to request an inspectionOn
September 13, a Saturday, our technician was scheduled to go out to the customers homeThe following Monday, a service part was ordered for their WindowsThat part came in on October At that point, the customer was contacted and told that their part had arrived at the warehouseThe customer did not set an appointment at that timeThe customer requests only Saturday appointments which are the time of week that or most book for our companyThat is, Saturday is the most requested day, thusly, it is typically the most book day of the weekObviously we can come out to the customers house Monday through Friday, but this is not acceptable for the customerThis would also explain the amount of time that occur between the customer's first call to our office which was on August and the first inspection appointment available being September Our company is currently booked through November for Saturday appointments for service and installationWe spoke with the customer yesterday and again told her that the first Saturday available was on November We are more than happy to come out immediately (within a few days time frame) if the customer is willing to have us come out during a weekdayThe customer is currently not set with our service DepartmentThey may call in at any time in order to set their service, but they have to understand that we are working on scheduling and not every single day is immediately available if only one day a week is possible for the client.The other thing that we can do is we can ship parts out to the customer if parts are needed in order to complete the service and they can hire their own handyman at their sole expense in order to do the work if they so choosePlease have the customer either call our office to schedule an appointment or request that their service parts be shipped to them

[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 ***. The response is incorrect in that I filed the complaint on Monday (June 1). I did hear from Castle Windows today (June 3) and found out that their phones were down due to a storm. We have an appointment set and therefore I am withdrawing the complaint
Regards,
*** ***

We thank the client for bringing this to our attention. We are sorry for the troubles. We would like to have *** from Mount Laurel give them a call and work thought the concerns to rectify anything that needs to be completed.*** will not be in today, but he will be in on monday and
we are forwarding him the file. He works directly with home owners to rectify concerns.thank you

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I had my windows replaced a few years ago and they never close correctly the locks don't alien the screen is constantly popping out sick and tired of having to constantly have to get the screen replaced I would have been better off keeping my old windows

[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 ***
I am scheduled for the roof replacement 5/22/
If this issue is resolved by that date I will consider this complaint satisfied. If this issue is not resolved by that date I will reopen this complaint
Regards,
*** *** *** ***

Complaint: ***
I am rejecting this response because:To begin I would like to point out that they did not even address the issue of the threats made by their staffIt is completely unprofessional to make threats to expose a customer's private information because you are unable to deliver on what your salesman had promised. Honestly, the snide condescending manner in which the threat was delivered has made me and my husband very uncomfortable and I would be remiss to not bring these guerrilla tacticsto light. No customer should have to decide between their safety and having delivery of a product that was ordered for a tremendous amount of money.To address their claim that I got what I ordered I would like to point out that this is a bdization of the facts. Their salesman did not show me the product fully. He showed us the door corner but neglected to show us the track. We had shown him our existing track and made it clear that we did not want a track like that one. In fact, their track is exactly the same. We were deceived into purchasing the doors and although they are correct that I did get what I ordered the deception made it impossible to know what we were ordering. We assumed that the salesman was going to be honest. Additionally, they did not install the door correctly and installed a lock in the wrong place. While a replacement door is a start the problem is that they are now refusing a warranty which is part of the sale of the door they had sold us. They are not offering what the salesman told us we were getting since now I have to choose between the doors I was promised or the warranty I was promised. The salesman even came back to my home and admitted to having the conversation regarding the track but didn't have an answer as to why he thought I would decide to go ahead with the project when their doors are exactly the same as the track that we had told him we hated. I want to have the door and the warranty that I was promised but since their salesman lied I know that this is not possible since they do not manufacture a door this style. I do not believe I should be made to pay for items that I was deceived into ordering. When weighing the options I believe that I would prefer to have the warranty but since I am just giving in to a product I would have never ordered if I was tricked I do not believe that they deserve to be paid for a sub par product. I tried for weeks to work with them but they were constantly promising they could fix the door or give me the track I wanted when this was never the case I believe that they simply tried to delay the process so I would get fed up and give up (which after doing may searches I can see they have done to countless other customers)
Regards,
*** *** ***

Complaint: [redacted]
I am rejecting this response because:I am not rejecting the response...I just want to clarify a few points.  I will not give up my right to any future claims against Castle.  I do, however, agree to relinquish our right to any claim relating to the deceptive sales method that resulted in the sale of these doors in return for the $1000.  If, in the future, any defect in the manufacturing or installation of the windows or doors come to light we will still maintain our right to the promised lifetime warranty and the right to any claim that may result from future product or service issue that was not addressed or noted at this time.  Additionally, I agree to amend reviews to reflect the nature of our agreement and your attempt at resolving the issues.  The next issue is the issue of the improper charging of our credit card without our authorization.  It was never our intent to have the final balance put on the card that Castle used and they should never have kept that card number on file.  I would like to have the credit made to the [redacted] that was used and the discounted balance to be made to a card that [redacted] will call in with today.  To summarize, $10,854 will be credited to our [redacted] and $9,854 will be charged to the [redacted] that will be provided.  Once this is complete I will drop the issue.  It is sad that your company can have a deceptive salesman, installers that break items and do not acknowledge it, a billing department that illegally maintains private credit card information and lies to credit card companies to get their money, employees that take 2 months to resolve an issue and managers that use threats to try to resolve disputes and you can still believe that you did nothing wrong.  This whole series of incidents were not only bad service but at times crossed the line to illegal with the threats, lies and credit card fraud.  The behavior of your company and staff should be more closely monitored and you should not be flippant about the seriousness of these issues.  You may be able to intimidate others into tolerating this but you will not always be so lucky and others may go even further than I did.
Regards,
[redacted]

Had 7 windows installed. Front large window was installed without a lock it took almost 7 months for Castle to come out with the correct lock. For 7 months my family was not safe having a front window without a lock. Absolutely NO COMMUNICATION between the office and service. Talked with several different managers who ALL assured us that they would paint ALL the damage that they caused my window sills and heating boards. Pictures where taken to prove the damage. Apparently John who took the pictures NEVER submitted them. I 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 paint. Told them the locks on the office window doesn't lock, again nobody knew about it. One guy came out and told me he found a 1/4 can of paint in the office so he was able to put on one coat on one sill. So many window people out there and we had to pick a terrible company! Would NEVER recommend them.

The customer is stating that they feel as though the job was not complete. While there may be some existing service on the job,this is not an accurate depiction of what has occurred.  The customer was given a lifetime guarantee. At the time of installation, a piece of...

glass was ordered and arrived at our warehouse on  March 17th.  To put it was set for the following day on March 18, but the customer called and reset the appointment for April 10. Despite the delay, we were willing and able to perform the service call nearly a full month prior.  At that point, the entire job had been completed. However, on the April 10 appointment, it was ought to our attention that the customer experienced some denting in their Capping. We set an appointment for may fifth.  This fell under the terms of their lifetime warranty. The customer eventually call back and reset the appointment for May 8. We went out to recap the window and the customer explained that they wanted additional Windows recapped. Being that the time to recap the additional Windows would have been extended period of time, we need to send a separate technician (the initial scope of the service work was such that we would have been able to completed in a short period of time).  The customer is currently set for may 27th.

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

We apologize if the client is receiving anything less than the best customer service.  We will contact the customer immediately. Thank you for bringing this concern to our attention and we will work to resolve their concern.  The client can also call our head of installation...

[redacted] today at anytime.

[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]