Castle, The Window People

this company is the best,,they installed my patio glass in 2008,,aug 2015 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 10:00 am..and he was here at 10:05am..that was wonderful..so I highly recommend this company [redacted], and I recommend Jeremy..

[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 correct. A worker did show up on 12/10/14 and did all the repairs requested. We will watch the area closely to see if the repairs hold up. I do not think the company handled this process well--over 4 months delay is unreasonable to wait for repairs. The workers who actually showed up were quite courteous, but the folks at headquarters were uncooperative.
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted],
We are willing to agree to these terms you have requested. In order to move forward, we will need you to sign a mutual release agreement to void your contract with Castle Windows. 
You may call our offices at [redacted] and set this request up with [redacted] at...

extension [redacted]Thank you,
Castle Windows

I had the worst experience dealing with your company. I don’t think I had anyone pleasant to me the whole time. You get an A+ for being awful, with rude receptionists with attitudes, and sales men that lie to me, along with installers that never had tools on their trucks, didn’t have the common sense of how to install anything proper. You’ve never showed up when you promised you’d be here. Making me take numerous days off work, to wait for no one to show up when scheduled. I’ve called many times, for each time I called no one had a clue what was going on. And there was many times I’ve called…. So many that Brittany the receptionist knew my voice…. WOW…. Really!?!
Once I got to talk to someone higher up about all the issues I’ve been going thru, He stated he knew nothing about it… till I just explained it. Again all I got was promises. Thanksgiving Eve 2015 when you all promised you’d be out between 9-11am… and it was 12:30 (granted that date was only the 3rd time I’ve scheduled to have the installers come out….)when I called to see if indeed someone was coming out… they informed me I wasn’t on the schedule!! Once again I had to talk to Pat. The big man with all the promises….He’s the one that promised someone would be out. And I would have no more worries… Well He did have someone at my house to install the material I had ordered. But the lead worker, had attitude, cursed like a sailor on his cell phone screaming that someone needs to get out here. Once two other workers showed up, the lead worker had left them in the DARK!! Literally in the dark…. No tools on the truck, no aluminum or vinyl cover to seal off the door. So they took a number of pieces to cut the right angle, which left gaps they filled in with clear caulk. BIG enough that they ran out of caulk, and told me they didn’t have anymore. Not to mention they asked me if I had any screws to finish the inside trim of the door… You want to talk about mind blowing…. I told those workers, Castle Windows have screwed me long enough, run down the end of town to the [redacted] Took 2 guys till after 6pm to put in my front door. Which still has cracks of daylight peeking in at me…. So much for an energy saving door…. Would have been better with the old door left in. Not to mention the craftsmen ship of this door being pieced together to “just satisfy me”! They asked if they could come back Black Friday to finish the job…. I told them, NO you’re not leaving here till the job was finished. And surely it was done half [redacted]. But after reading your reviews… Looks to me that this company actually is consistent of being “messed up” and not honoring their word!
Pat, being the “circus leader” of all jokers…. Asked if there was anything else at my house that I would like to have done! Really, you think after all the complications, I’d allow your craftsmen to show up and completely ruin the rest of my house… This company states, they value their reputation and provide a quality product. I wouldn’t know about either, I’m still waiting on that one.
Between all the phone calls I’ve made dealing with this company, and all the incompetent people I’ve talked to that knew nothing of what was going on, I find it amusing how you stay in business.
I encourage anyone reading this, NOT to allow Castle windows to come anywhere near your house.

Review: PROBLEM WITH CRANK/LOCK MECHANISIMS ON 4 CRANK OUT WINDOWS-PROBLEM REPORTED JUNE 9, 2015. WINDOWS WERE PURCHASED ON 9/18/95, CUSTOMER #[redacted]. WE HAD PROBLEMS WITH THE OPERATION OF THE WINDOWS ON 3 TIMES THAT WAS REPORTED AND REPAIRED EACH TIME BY [redacted] THE REPAIR AND INSTALLATION PERSON. DEVELOPED PROBLEMS WITH 4 WINDOWS AND REQUESTED SERVICE ON 5/15/15. REPAIR MAN RENO LOOKING AT THE PROBLEM AND WOULD ORDER THE NECESSARY PARTS. ON 6/22/15 SERVICE MAN [redacted] K CAME WITH THE WRONG OR NO PARTS AND SERVICE MANAGER [redacted] WOULD SEND HIM BACK ON 8/4/15 TO "REMEASURE". [redacted] RETURNED, WITHOUT THE PROPER PARTS. FRUSTRATED, HE ADVISED US TO CALL [redacted]. CALLED [redacted] WHO ON 8/5/15 WHO SAID "HE WOULD PERSONALLY SEE THAT THE PROPER PARTS WOULD BE ORDERED WITH BEN TOMORROW". I ASKED HIM TO CALL AND RECONFIRM THAT THIS WAS DONE. HE NEVER CALLED. ON 8/21/15 I CALLED THE 800 NUMBER AND SPOKE WITH MARSHA WHO WAS NOT SURE THE PARTS WERE ORDERED. ASKED TO SPEAK TO [redacted] BUT HE WAS NOT IN AND LEFT A MESSAGE TO HAVE HIM CALL ME. NEVER HEARD FROM HIM. MARSHA STATED "THIS HAS GONE ON TOO LONG AND SHE WOULD REVIEW MY FILE AND GET BACK TO ME". WE ARE WAITING TO HEAR BACK FROM HER. MEAN TIME 4 WINDOWS WE CAN NOT USE.Desired Settlement: GET MY WINDOWS, GUARANTEED FOR LIFE, TO WORK PROPERLY.

Business

Response:

Had a nice conversation with an understanding customer. (Well sort of customer). We didnt install his windows, but we are attempting to fix the windows... We will go to his home on the 29thPlease place this as resolved. IF there are further issues, the client can reopen the complaint at that time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It was agreed that resolution would occur only after 9/29/15 with a repair of my windows.

Regards,

Business

Response:

ok, I believe that we did go out and visit with the client

i'm done with home advisor and castle window. I questioned the price and they came down $2000. first guy could not install it the way the old door was. he left nails all over driveway and my wife got flat.the next 3 guys that were sent out has no materials for job. rusty came out and properly installed door but the storm door was wrong. after 6 visits to my home and 3 months its done. I had to take vacation day each time for first 5 visits and no pay for last day. I lost the week vacation that I use to visit me kids at Christmas. i'm out $110 for road service and tire repair. the phone center are the most incompetent people I have ever dealt with. dealing with home advisor and castle is a big mistake.

Not only does Castle provide great products, great service
and great prices It's a great place to work!

Review: We never truly felt the sliding door was a perfect fit in the rough opening. Because the door didn't seal perfectly with the weather stripping, or when it was shut and locked the alignment was out of square. I originally didn't notice or didn't think it was an issue until problems arose. And then the service men 3 of them all confirmed the door isn't a true fit for the opening. They have had several { 12 at least } phone calls from us and we keep getting told the manager will call us back which NEVER happens. The last serviceman actually switched our old door handle with a used door handle from another job to try and make our door close properly. he also didn't have the screen door material he was supposed to have to fix that door and told us he will order a new screen door. Then the company told us, there is no screen door on order and the door handle that actually fits {the used 1} was not nor never was available, when I am sitting here looking at it. I also had a window replaced by Castle and am very pleased with that but after this experience with the door I will never use them again or recommend them to friends and family. They lost out on two jobs at my house, a replacement door for the front of my house and a new Bow window because of their lack of customer service.Desired Settlement: I want a new door that actually fits the opening , works like it is supposed to, closes like it is supposed to, locks like it supposed to, with a new screen door that works. Which is what we paid for, with a guarantee / warrantee from the reputable company that we chose in the beginning because of their LIFE TIME GURANTEE

Business

Response:

we spoke to the client and set an appointment for Thursday

THE WORST COMPANY. I am in the middle of trying to have these windows taking out oh my home. They have had to replace their replacement windows so many times I have lost count. Every time and I mean every time they have to come out in fix a problem, their is ALWAYS a problem.. Here is an example. They came out to replace the sliding glass door in the process the support (wood) was rotted, they had to go to a [redacted] or [redacted] to get what they needed. Once the door was in place they had to use a mallot to get the door in place. When they were done and I inspected it, they put a crack/hole in the frame. They tried saying that was already there. I have kept records of every time they have come out. Right now I can't open two windows b/c they fall right down. The clips on the screens are broke as well. Last guy who came out didn't fix anything b/c he said,"I don't have the tools I need, this is not my truck".

We had really old aluminium windows which needed replacements. Come winter, the living area would get so cold and there was always a cold draft coming in from the windows. The sales rep was proficient and knowledgeable. Gave a pretty decent quote and scheduled a time for someone to come out and take the measurements.
Three weeks through the process (we were dependent on the HOA approval), got a call to schedule the install. I was a little worried about having the install done as the weather report forecast was for rain and snow. Speaking to John B[redacted] (Installation Manager), a very patient guy made me feel better and we stuck to the scheduled time.Three install guys, 7 windows (living area and 2 bedrooms) and 6 hours later I already see the difference. No wonder these guys have been in business since the 1970's. The 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 professionally. Ask 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 thorough. The best part I like is the lifetime warranty these guys provide.
Now to watch the product take its test of time and weather. If all looks good I plan to get the rest of my 6 windows done by the end of this year.

I had the worst experience dealing with this company. The only person who was pleasant was the salesman. From that point on, every single individual was awful. The receptionists were rude every time I called, which was a lot! They promised one day installation and our 9 window installation took a total of 6 months to complete. The company said "another truck will come with the last window." And never showed. Then, you would think we would be top of the list for installation, nope! When I tried to get in touch with a supervisor, I called in 5 times which took a total of 2 months to wait for someone to get back to me. He compensated is if we would make anther purchase on our 8' slider door. Told us he would sell it at the cost to make it, which was a scam because he only knocked off $400 on a $3000 door. Then, the manager Ryan said he would personally deal wth me for installations. When we put in the door, Ruan suddenly didn't work there anymore. When the workers came, they had no "castle" apparel on and no logo on the trucks. The lead work was rude and made sarcastic comments the entire time. They ripped off my trim around the door and the door and started putting up non stained replacement wood which I told them I didn't want put up. The lead worker insisted to be rude and I didn't want to write the full price on the final check until I spoke with the manager. That was when I found out Ryan no longer worked there and spoke with a manager who was horrible at managing and customer service. After minutes of him telling me he had his best worker and insinuating that my feelings are easily he wasn't rude to me without him being there, he treated me with extreme sexism and like a female. If I were a male, I'm sure I would gotten a lot more respect. I informed him I'm a United States veteran and I have extremely tough skin and didn't appreciate those insiuations and told him I would make his workers sit all day at my house until I spoke with his boss. The boss called in a matter of seconds and was pleasant to resolve an issue. I told him the situation and how I was supposed to get he best people and the lead worker and supervisor was awful. All I wanted was his workers to wait 5 minutes to let me stain the would and then nail it back up and he told me to stain it while it was up. Any smart person whose dealt with windows and trim would know you need to take it off for the stain to not streak and paint on correctly. He then said he would let them take it off and have them come back another day and asked for me to be patient with him since it may be a while before they have an opening. Wow! I've been annoyed with them already and he's asking me to be patient with all his companys mess ups!? The entire process took another hot and when I stained that trim, it took less than 5 minutes. I never called them back due to their lack of responsibility, customer service and loyalty to customers. I wanted to because I quickly noticed that my brand new $3000 door had several black scratches in it. Since the company was/is so hard to deal with, I guess I'll have to cover all those scratches up. Never will I recommend this company.

Customer satisfaction is not of this company's concern. I now must replace siding on my home and garage or pay for an attorney due to the fact they did not honor the signed contact which states the color white is to be shown on the outside of both entry doors.

Review: 4 of the 5 windows we ordered were incorrect, in addition to an air conditioner installation that didn't happen for months after it was supposed to. We ordered 1 casement window, 1 bow window and 2 crank out and a fixed window to replace a bow, leaving the sill for those last 3 windows.

As for the air conditioner window, we were told by [redacted], that we needed to supply measurements of the a/c unit being installed prior to ‘install day’. We did call to determine the biggest size we can get, but were told by your customer service staff that they never have had a call with dimensions for an a/c unit prior to our call. The customer service agent put us on hold and finally returned and told us the a/c could not be bigger than 20in h x 36in w. After this phone call, we grew skeptical of our order being accurate, but remembered that [redacted] said that they could fit it onsite; thus we waited until ‘install day’. We grew increasingly upset after the window was installed and we inquired with the installers when they were going to install the a/c. They offered to put it in the open window for us; which was not what we wanted or paid for. We were under the assumption that the window would be specially constructed to hold an a/c unit year round, but what we got was a ‘normal’ window. Your solution is to come out and put in a surround around the air conditioner unit itself. Why were we sold a window that you do not make, a surround is not we wanted?

Unfortunately, what we wanted in the kitchen, and thus why we ordered 3 separate windows was the bow that we had; which a ‘bump out’ will not give us back. We were promised by [redacted] that we would love the solution he had us purchase, which would maintain the bow. Obviously, there were disconnects in your process, as we didn’t get what we paid for or were promised; and thus we don’t love it.Desired Settlement: This entire issue started July 3rd, 2015 and has yet come to a closure. Since we lost our bow window in our kitchen, we were told by [redacted] Lucas that he was going to get us a bow for our kitchen. I don't want the bow, as communications to [redacted] Lucas are fruitless at best, as he is always sick or unable to contact anyone at the home office and it has been 2 months (September 16th) since we supplied the pictures he requested. I want a refund for the 3 windows I did not receive as well a refund for the air conditioner installation which has already leaked and we were advised by [redacted] Lucas that Castle Windows doesn't do this service, yet [redacted] the sales guy charged us $250 for; so they sent somebody out to surround the air conditioner, basically with plywood that I could have done.

Business

Response:

We have reviewed the file and will be reaching out to the client. [redacted] Brucato is the new head of installation and he has done an amazing job of working with clients. Rest assured we will resolve the client's concerns... Please also note, that dispite the clients skepticism, [redacted] and his wife were in fact very sick during this time frame. We hope that in speaking with [redacted], your faith can be restored. [redacted] can be reached at [redacted] then selecting the prompt for service, then asking for [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Actual mitigation of the issue was not provided within the response. Phone calls were made and speculation of a refund for items not provided were mentioned, but not approved by us. Also, an appointment was made for a 'Manager' named [redacted] to come and evaluate and measure the window in our bedroom with the air conditioner. We still do not have the bow window we had previously in the kitchen and the offer of a $500 refund will not suffice. The offer made was the manufacturing cost of a replacement bow window (per [redacted]), not the retail costs of the windows we paid for but never received. No promises were made regarding what would happen regarding the bedroom window, only mention of needing measurements and the potential of new sashes for the window frame we currently have; again, not what we were promised.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Per the response from Castle Windows stating the bow window is no longer an issue, we never agreed or accepted to the $500 offer in lieu of replacement. The discussion [redacted] had was with my fiance, who sub-sequentially had to advise myself of the offer; and the fact she had to confer with me was blatantly told to [redacted]. No acceptance of the offer given for the bow window was given to anyone at Castle Windows. Thus the bow window is still an issue.On 12/17/2015 we did allow an employee to come and measure for new sashes, but we still don't know what this will look like; and if it will be an acceptable solution, as it still was not what we ordered or expected originally. We shall see when they come in and are installed.This complaint should still remain active as all of our needs are still not met; only on order or in discussion.Regards,

Business

Response:

Ok, we will see

Review: Castle windows had to move the opening of a window in the kitchen and install

a new window. We requested that they should take the permit from the department

of building. In the mean time we had to install new kitchen cabinets which we

could not do before they moved the window. The first time they came they removed

the old window and a lot of blue siding. but I don't remember for what reason they left without doing the work,

They came after a couple weeks and they said that they could not do the work because the sink with the forcet was

on the way. Another week or two passed and two other guys came we asked if they had the permit and they said

that we did not need it, but we said that they should not do any work without permit so they maid a phone call and

five minutes later we had the permit in the e-mail but they did not do any work because of the rain. A week later

another guy came and installed the new window with white siding which we did not like it and they were supposed

to replace with blue siding or match the color. Since then no inspection came but we had the installer for the kitchen cabinets

and he called Castle windows to find out if the inspector had to come

or he could close the walls, they replied that he could close the walls.

Yesterday before installing the granite and the back-splash we asked

the building department if we still had to wait for the inspector.

So they maid an appointment for today. Today the inspector came

and fail the job because he could not see anything. We asked the inspector who should pay for the damage and he said Castle windows because they failed to notify the building department that

they finished the job and the inspector could approve it.

Castle windows does not want to take any responsibility and they are

nasty.Desired Settlement: They should have the window replacement

approved whatever it takes and take care of

any damage they caused, also they should replace

the siding to match the existing color

Business

Response:

[redacted]

[redacted]ID

Number: [redacted]We are in receipt of the complaint for the customers named [redacted] Thank you for notifying us with their complaint. We would

like to inform you that Castle Windows has already began working on the

situation. I have discussed with management and they have made it very clear

that we did tell [redacted] to close up the wall. I’m unsure of who

she spoke to that gave her the ok to do so. We did work out an agreement with [redacted] that we would put up the

white siding and they would paint it the color that they would like. [redacted] are no longer happy with this agreement. We worked out another agreement that we would

paint the siding, in which we have an appointment set on 11/6 to address that

issue. However, they do not want the siding painted. They would like us to

match the exact color siding and replace it with that instead. I spoke to our service manager and we will send someone out to take color

samples and we will match the siding color the best we can. We will contact [redacted] and work out a date a time that will best work for them. Please understand Castle Windows

wants to keep [redacted] satisfied and we are doing our best to

resolve this issue. Thank you, Castle Windows

Review: Castle was scheduled to deliver and install our windows on August 8, 2015 between 12 PM and 2 PM; the driver then called my husband's cell phone (who was at work) and changed the time to arrive by 3-4 PM; this then changed to 4:30 PM; this then changed to them not showing at all. In the meantime, I sat at home waiting, without hearing from Castle all day as no one ever called our home phone number which is on the paperwork. My husband did attempt to text me quickly however I do not walk around the house with my cell phone attached to my hip and am not one to keep an eye on it as I believe in using my home phone when at home; he was unable to call me directly as he was working. CASTLE NEVER CALLED MY HOME! We were then rescheduled for August 29, 2015 between 9 Am and 11 AM. Again, my husband was contacted as he was on his way to work (I sat at home) and he was informed that the driver's vehicle broke down and our installation would be cancelled for the SECOND time. I contacted Castle to ask why another driver could not meet him to get our windows so we could still get our installation the same day, or why they couldn't get a maintenance truck to him to repair his vehicle so he could still get to us. Castle's response was for them to come to me on Monday (our days to go to work) or next weekend, which is a holiday weekend of which my family has plans already. Please also understand that to prepare for the installation of the windows, we had to remove all blinds and curtains from the windows, and move furniture out of the way. This all had to then be replaced when they did not show up two times for no reason! We are not allowed to cancel our contract with Castle since it is after the 3 day right to cancel period so we are stuck, we have no choice but to stick it out with them even if they make us wait until next Summer!Desired Settlement: Considering that Castle doesn't realize how valuable their customers' time is, we would appreciate a credit on our bill.

Business

Response:

as cliche' as it sounds the installer did have troubles with his truck. When this occurs, we try to send another crew but it is not always possible to do especially on a Saturday...(which seems to be when the client would like to be set for). Currently, we are set for this Saturday and all of this will be completed!

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We sat with the Castle representative who informed us that they have MANY crews; this representative offered to have Castle come to our home on the weekends so as to not interrupt our work schedules. This representative told us he had crews working on Saturdays and Sundays, he had crews all over. CASTLE contacted us with the initial install date of August 8th, CASTLE did not show up. CASTLE then contacted us again to reschedule on August 29th; CASTLE, again did not show up. The initial installer nor a backup installer came to our home. Let me make myself clear - WE DID NOT PICK THESE DATES. CASTLE now wants us "play nice in the sandbox" and allow them to come on September 5th. I did explain to them this a holiday weekend of which my husband and I had plans so we then would have to change them to allow Castle to come. CASTLE has made two appointments to come install windows in our home however they have been no-shows. We have had to move furniture, curtains and blinds, just to have to replace them all. CASTLE has no regard for our time. This is completely unacceptable and unprofessional. In addition, after I made the initial contact to the Revdex.com, CASTLE had the audacity to then call my husband to complain about my report. It is within my right as a consumer to not only expect, but demand professional behavior and attention. Castle's behavior is beyond unprofessional.

Regards,

Business

Response:

We do have many installation teams. We truly apologize for any inconvenience.

I had the worst experience dealing with your company. I don’t think I had anyone pleasant to me the whole time. You get an A+ for being awful, with rude receptionists with attitudes, and sales men that lie to me, along with installers that never had tools on their trucks, didn’t have the common sense of how to install anything proper. You’ve never showed up when you promised you’d be here. Making me take numerous days off work, to wait for no one to show up when scheduled. I’ve called many times, for each time I called no one had a clue what was going on. And there was many times I’ve called…. So many that Brittany the receptionist knew my voice…. WOW…. Really!?!
Once I got to talk to someone higher up about all the issues I’ve been going thru, He stated he knew nothing about it… till I just explained it. Again all I got was promises. Thanksgiving Eve 2015 when you all promised you’d be out between 9-11am… and it was 12:30 (granted that date was only the 3rd time I’ve scheduled to have the installers come out….)when I called to see if indeed someone was coming out… they informed me I wasn’t on the schedule!! Once again I had to talk to Pat. The big man with all the promises….He’s the one that promised someone would be out. And I would have no more worries… Well He did have someone at my house to install the material I had ordered. But the lead worker, had attitude, cursed like a sailor on his cell phone screaming that someone needs to get out here. Once two other workers showed up, the lead worker had left them in the DARK!! Literally in the dark…. No tools on the truck, no aluminum or vinyl cover to seal off the door. So they took a number of pieces to cut the right angle, which left gaps they filled in with clear caulk. BIG enough that they ran out of caulk, and told me they didn’t have anymore. Not to mention they asked me if I had any screws to finish the inside trim of the door… You want to talk about mind blowing…. I told those workers, Castle Windows have screwed me long enough, run down the end of town to the [redacted] Took 2 guys till after 6pm to put in my front door. Which still has cracks of daylight peeking in at me…. So much for an energy saving door…. Would have been better with the old door left in. Not to mention the craftsmen ship of this door being pieced together to “just satisfy me”! They asked if they could come back Black Friday to finish the job…. I told them, NO you’re not leaving here till the job was finished. And surely it was done half [redacted]. But after reading your reviews… Looks to me that this company actually is consistent of being “messed up” and not honoring their word!
Pat, being the “circus leader” of all jokers…. Asked if there was anything else at my house that I would like to have done! Really, you think after all the complications, I’d allow your craftsmen to show up and completely ruin the rest of my house… This company states, they value their reputation and provide a quality product. I wouldn’t know about either, I’m still waiting on that one.
Between all the phone calls I’ve made dealing with this company, and all the incompetent people I’ve talked to that knew nothing of what was going on, I find it amusing how you stay in business.
I encourage anyone reading this, NOT to allow Castle windows to come anywhere near your house.

this company is the best,,they installed my patio glass in 2008,,aug 2015 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 10:00 am..and he was here at 10:05am..that was wonderful..so I highly recommend this company [redacted], and I recommend Jeremy..