Castle, The Window People

Mr. B[redacted],
 
We are in receipt to your complaint and we apologize greatly for taking so long to fix your problem due to miscommunication and recent holidays. We have reset your appointment for today and I am aware that the technician is currently at your...

home.We have changed your phone number in our system so that should no longer be a problem for you. 
If there is anything else needed please do not hesitate to contact us.
Again, we are very sorry and we'll be more than happy to help you with any other service problems you might run into in the future.

Client is set for Service on 5-22-14

I answered a newspaper ad for 6 window replacements, a sale person showed up at my house 2 days later named [redacted] and gave me a contract to sign for a total of $3987.00 ifv I paint cash or check for $1515.oo and the balance of $2672.00 the day the 6 windows were installed, that comes to $6045.00 for each window and that included a discout for paying upfront. I asked about the windows for $175.00 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 77 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 6 windows were ready and wanted to set a insterlation date, I told them that my building permit hadn't come. It took the another 6 weeks to finally get my permit after I made another 5 phones calls to them, they said the delay was not there fault but was the fault of the castle window salesman. I 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, 2016 and he said there was noting they could do as it would cost Castle to much money just to made 2 cheeper windows for my basement. He said if I ordered 4 to 5 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.

We apologize for the inconvenience for the customer. The shutters are scheduled to arrive in our warehouse on August 14.--- Once the shutters arrive, we will call the customer for installation. Please 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 3/4 inch measurement. We apologize if there was a delay, but our company does not typically sell, nor do we manufacture shutters. Custom products typically take longer to receive in than standard products. It 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.

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 job. Please also note that the initial installation of the bay window occurred in 2002. The customer is stating that the window was not...

properly flashed and therefore a leak occurred. Please note that the leak is not due to our window. The customer has subsequently replaced their siding and consequently, the siding is not installed properly and water ended up getting into the bay window. This 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 water. In any event, despite all of this, our company offered to replace the seat skin of the bay window free of charge. If 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 window. In this particular instance, the customer is requesting that we give them a whole new bay window. We are not going to give them a whole new bay window as the problem did not emanate from our installation. Again, we offered to replace seat skin free of charge. If 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 them. We will consider this matter closed at this time and we will continue with the service as indicated at our last inspection.

[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]

[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]

[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.
I received a call call from Castle Windows on 8/14 informing me that the shutters have arrived and they are ready to set up an appointment to install them.  My installation appointment is scheduled for Saturday 8/16 between 3-6pm.Thanks for your help.
Regards,
[redacted]

[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 5 different window companies and Castle offered a lifetime warranty. The salesmen were very good and explained everything.I replaced 5 windows and 1 large sliding door, installers Mike and Eric were excellent and also cleaned up everything afterwards, it only took 4 hrs. and it was like they were never here, even put blinds and curtains back up! I also recommended them to 2 friends and they also hired Castle due to seeing my windows and hearing my praises. I highly recommend this company to anyone and will continue to do so!!!!!!!!!!! Thanks Castle!

We are sorry that the customer is frustrated with their order. We have
spoken with them in the past and we have had parts on order in order to complete
this service. The 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

The windows are 10 years old and still under warranty.  Getting replacement parts for such a window is not always a quick process.
Items have to be sourced. 
 
We are calling the client now to set them up for an appointment

[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 12 ,that will appreciably 1 month that's a long time .Thank you,

Thank you for taking the time to send this customer complaint over to our company. We have in fact, been in communication with customers and this is the information that we have reviewed. The 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 color. It does not appear is though the customer is disputing what they contracted for. They 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 client. The client was given a price of $1595 to remove the old capping and installed the new cap. We 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 contracted. However, in the spirit of compromise, what we suggest we do is to split the cost with the customer 50/50... Instead of charging the customer 1595 we suggest that we charge them $797 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.

I am looking for a replacement enter door and found this business. I submitted a form via the company website for an appointment to have a sales rep visit and get an estimate. I included all contact information on the form. I got a follow up email asking for my home phone number, that I had already provided but responded wit the requested information. I got a call from the company to set an appointment for Sunday 5/15/16 between 2 and 3 pm. The rep asked "closer to 2 or 3? I said closer to 2 would be great.
I got a follow up email verifying the time and date. Sunday 5/15/16 My husband and I set aside the time for the rep visit. 2pm no rep. 2:15 no rep. 2:30 no rep. Now it was getting closer to 3 than 2! We waited until 315 before going about our day. NO SHOW NO CALL and here it is 4 days later and still nothing from the business. Already I am not interested in doing business with Castle since apparently customer service for a potential customer is not something they value.

We are very familiar with this customer's complaint. The customer purchased a number of windows and patio doors from our company. When 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...

sliders. When the customer received her patio sliders, she was not happy with the design of the product. However, she got exactly what she had ordered and what she contracted for. There are no existing service concerns on the doors for the Windows whatsoever. Ultimately, the customer called into her office a number of times we explained to her that she had gotten exactly what she ordered. Ultimately, 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 instead. We told her that since these are not our products, we would not be able to give her a warranty on them. She became upset at this. She 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 line. We'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 ordered. Thank you.

Ms. [redacted]  I am
sorry for the illogical e-mails that you're receiving from our staff. Please
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 categories. The installation charge is included in the cost of the
window. Generally speaking the installation cost is roughly 10% of the order
which would amount to approximately $1149 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]
*
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is not a complaint about the windows!  Please read the complaint.  It is about a ROOF for a shed.  Castle did a great job with the windows.  They need to pay attention and get the facts straight.
A gentleman named [redacted] from Castle inspected the ROOF today and agreed it was a shabby job.  He explained to me that I would be contacted about correcting the problems.  I would be very satisfied if the job was just done correctly and done soon.
Again - this complaint is about a substandard ROOFING job - no ridge vent installed, only 3 nails per shingle, very small pieces of shingle on the edges, no tar paper underneath half of the roof!
I want to leave this complaint open until I get the roof job completed satisfactorily as this is the only method that motivated Castle to pay attention to me.
If the roofing job is corrected in a reasonable amount of time I will agree to close the complaint at that time and only at that time.
Regards,
[redacted]

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

Beware, I had very Bad experience with this window company.
Dont waste your time. Called and schedule appointment to get an estimate to replace windows. They said someone should be at my place between 3 and 4 pm. Nobody showed up. Called couple of times but No answer ans finally someone answer and hang up on me twice. Never get a call back from them.