We apologize if the client is receiving anything less than the best customer service. We will contact the customer immediatelyThank 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 *** ***
today at anytime
Thank you for bringing the clients concerned to our attentionOur service manager *** is in the medication with the customer and is actively working on resolving the client issuesWe are sorry for any inconvenience that the customer may have experienced
April 8, 2015 We are in receipt of the customer’s complaint named *** ***Thank you for bringing this matter to our attention. We have review the information with *** When our salesman, *** ***, explained the process of replacing her window, he did not mention that
Castle Windows will replace rotting wood behind the wallThe only rotting wood our company would replace as a standard procedure would be the window frame that holds the windowThis is our standard procedure because we would not want to put a new window on a rotting frameMrs*** had rotting wood in the wall next to the window frame; however, the frame itself was not rotting and did not need to be replacedCastle windows offered to replace the rotting wood that was next to the window frame for an additional cost, but Mrs*** refused this offer and stated that she will find a different contractor to fix her wallWith this being said, the purchase agreement that she has with Castle Windows was only signed for the window and not any additional work to the wallOur installation manager had explained this to her and pointed out that nowhere does the contract state we will be replacing the rotting wood in her wallShe seemed to have understood this after reviewing the contract with our installation managerWe apologize for this miscommunication and inconvenience; however, Castle Windows performed the work that was signed for on the purchase agreement between *** *** and 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 meAlthough we have not decided if we will complete this project at the reduced rate, we appreciate the response We would have considered this matter resolved earlier and without the Revdex.com intervention if a Manager had simply returned our telephone calls (offering discount or not) We we simply concerned that we were not even worth a a call back by a managerial employee
Regards,
*** ***
Thank you for bringing this customers concern to our attentionWe understand the customer is troubled and we apologize for any inconvenienceHowever if you would please acknowledge we did return calls and everything is in process to address the customers issue. In June of when the customer called regarding this issue we did schedule an inspection on July 1st, 2014.On this date the technician examined the work and took several pictures and informed the customer we would be in contactAccording to our records we did try to contact the customer between July 14th and August 10th, After this date the customer called in asking precisely for ***, he was away on Vacation and the customer asked for a return call from him specifically. On August 19th *** returned the call and left messages for the customer After *** and the service technician had reviewed what was needed, the information was provided to our corporate officePlease keep in mind this Bay window was installed years ago, and we no longer carry the seat board and components for this windowWith this said, this type of order will take longer than expected, and we do apologize for thatHowever, in this situation the seat board needed to be rebuilt entirely and that is the reason why it has taken longer than as if we ordered it In any event, we did try to contact the customer on January 15th, to update them on the status of the seat board and schedule a service dateIf the customer has any questions please have them return our call and we would be more than happy to answer any questions they may have
Complaint: ***
I am rejecting this response because:if if that wasn't his intent I am not sure why he told my husband he said that because he was frustrated I wouldn't accept their offer You are lying now to cover up for borderline criminal behavior by your staffThe door is not what we ordered from the salesmanThe lock is in the wrong place and it is installed too highI want it fixed and I want a credit for the fact that we did not get what was promisedOr you can get me the door I promised and warranty it or give me a credit to cover potential issues your warranty would have coveredThose two scenarios are the only way this will be resolvedAnd $is not enough$would be more acceptableIt also would cover the damage to my home from the installers and the time I have had to spend dealing with this with not only Castle but also *** which you charged the final balance on with no authorization from us and illegally kept our card number on fileThou have crossed the line from bad service to criminal behavior more than once.
Regards,
*** *** ***
We do not show any current and open service on this order. Please note that we typically deal with the clients boyfriend and not the actual clientIf there are any additional service concerns that were not communicated properly, please have the customer calls direct and we would be more
than happy to take care of them
We apologize if the consumer felt as though our staff had spoken to them in any disrespectful mannerThis is obviously not our intentI believe that our management staff is attempting to draw examples from real life in order for her to better understand an argument that she had posed. Either way, we apologize. As far as the warranty, we welcome two new to warrant the work that we performedIf there is something on the door that is not operating correctly, we would be more than happy to come out and rectify that concernCan the customer please let us know how exactly the door is failing to operate properly?
January 3, 2015 We are in receipt of the complaint for the customers named*** *** *** *** Thank you for notifying us with their complaintCastleWindows has reviewed it and we are currently working on rectifying thesituationWe have called *** *** *** *** *today and had spoken
to *** She explained that she needs a service done and requested that we callher husband, *** *** at 1pm today to set up a service date with himWe areworking on satisfying our customers and we will be sure to have a manager call*** *** as requested Thank you, Castle Windows
Customers usually get this confusedThe company that this client purchased Windows from is not our company, nor has ever been under our controlOur company goes out of its way to try to help the communityWe have serviced Windows in Georgia, all the leads we've never actually been to
GeorgiaCurrently there's a company called Castle Windows that is operating in MissouriWe are trying to talk with themThere is a company in England called Castle Windows that has absolutely nothing to do with our companyOur company was formed back in the 70s and unfortunately we pick a very common name. just to give you an example, I see that the customers last name is ***I bought a *** *** CD a few years back and now the disc is scratched, it doesn't mean that I need to call this customer and ask for my money backIt's a similar name, but a different personThat is the confusion in this situationWe are attempting to help somebody that we did not actually sell Windows from at allWe like to think that this is going above and beyond the call of dutyWe feel as though most companies would have simply ignored the telephone callHowever, our company has attempted to help the customerAll we asked was a cost to cover the labor involved in the serviceThis way the customer can get the Windows done, and still be happyplease close this complaint as information only
Complaint: ***
I am rejecting
this response because:that date was changed to 5/*** was informed of this & changed it back to 5/ from 5/(was not home that day) the crew did not show up either day any way I have been complaining to castle for yearsAmazing how they can only find one recordI have mine I did tell *** & *** I woulld hire a contractor since they cannot do the repairs the right way or even show up for the jobNeither men have even returned my call yesterday It should not take years to repair a leaky door, now I have a rotted beam& an unsafe deckThey are well aware of this I have the same photos his inspector has Let castle quit theBS years is too longIn the past I have even offered to purchase new doors, I was told I don't have toThey are warrantied for life, so honor your warranty What am I supposed to doIt take sthem a long time to get an appointment they don't honor, I have a house getting wrecked because of water damage of course I would seek outside helpQuit the Bs castle.
Regards,
*** ***
We are in receipt of your complaintWe are completely aware of the situation at hand and would like to inform you that the customers buck frame was ordered on December 9, and the part is due to ship this weekOn January 8, 2015, we spoke to the customer in regards to this matter and she was
informed that once we receive the part we would be in contact to schedule a service dateWe apologize for any inconvenience
Complaint: ***
I am rejecting this response because:Removing mold from the window frame was the task that nobody arguedOtherwise the new window would get rotted a month later.Moreover, a previous response from your company stated that mold removal was offered to me "at the additional cost" but I refusedWhich is another lie.You should read what your coworkers wrote before you send the follow up reply
Regards,
*** ***
Complaint: ***
I am rejecting this response because:this is ridiculous! I have called Castle windows and get the service saying they will have someone get back to me No one has direct lines to speak with a manager As I said previously, the caulking is awful The workmanship is terrible! The caulking attracts dirt and debris and looks worse over time I'm not going to have a lifetime of unprofessional workmanship calls to my home Castle windows should have done the job right the first time A one day job has become an endless nightmare
Regards,
*** ***
I dont see why this wouldnt be servicedWe will contact client
Removing mold is standard? We are not a mold remediation companywe are sorry, but we cannot help you with this
We apologize if the client is receiving anything less than the best customer service. We will contact the customer immediatelyThank 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 *** ***
today at anytime
ok, we will take $off the balance when dueTHanks
We currently have the client set for may 8th and apologize for any inconvenience
Thank you for bringing the clients concerned to our attentionOur service manager *** is in the medication with the customer and is actively working on resolving the client issuesWe are sorry for any inconvenience that the customer may have experienced
April 8, 2015 We are in receipt of the customer’s complaint named *** ***Thank you for bringing this matter to our attention. We have review the information with *** When our salesman, *** ***, explained the process of replacing her window, he did not mention that
Castle Windows will replace rotting wood behind the wallThe only rotting wood our company would replace as a standard procedure would be the window frame that holds the windowThis is our standard procedure because we would not want to put a new window on a rotting frameMrs*** had rotting wood in the wall next to the window frame; however, the frame itself was not rotting and did not need to be replacedCastle windows offered to replace the rotting wood that was next to the window frame for an additional cost, but Mrs*** refused this offer and stated that she will find a different contractor to fix her wallWith this being said, the purchase agreement that she has with Castle Windows was only signed for the window and not any additional work to the wallOur installation manager had explained this to her and pointed out that nowhere does the contract state we will be replacing the rotting wood in her wallShe seemed to have understood this after reviewing the contract with our installation managerWe apologize for this miscommunication and inconvenience; however, Castle Windows performed the work that was signed for on the purchase agreement between *** *** and 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 meAlthough we have not decided if we will complete this project at the reduced rate, we appreciate the response We would have considered this matter resolved earlier and without the Revdex.com intervention if a Manager had simply returned our telephone calls (offering discount or not) We we simply concerned that we were not even worth a a call back by a managerial employee
Regards,
*** ***
We are sorry for the inconvieninceThe parts for this service are on orderwe will contact the client when they arrive at our warehouse
Thank you for bringing this customers concern to our attentionWe understand the customer is troubled and we apologize for any inconvenienceHowever if you would please acknowledge we did return calls and everything is in process to address the customers issue. In June of when the customer called regarding this issue we did schedule an inspection on July 1st, 2014.On this date the technician examined the work and took several pictures and informed the customer we would be in contactAccording to our records we did try to contact the customer between July 14th and August 10th, After this date the customer called in asking precisely for ***, he was away on Vacation and the customer asked for a return call from him specifically. On August 19th *** returned the call and left messages for the customer After *** and the service technician had reviewed what was needed, the information was provided to our corporate officePlease keep in mind this Bay window was installed years ago, and we no longer carry the seat board and components for this windowWith this said, this type of order will take longer than expected, and we do apologize for thatHowever, in this situation the seat board needed to be rebuilt entirely and that is the reason why it has taken longer than as if we ordered it In any event, we did try to contact the customer on January 15th, to update them on the status of the seat board and schedule a service dateIf the customer has any questions please have them return our call and we would be more than happy to answer any questions they may have
Complaint: ***
I am rejecting this response because:if if that wasn't his intent I am not sure why he told my husband he said that because he was frustrated I wouldn't accept their offer You are lying now to cover up for borderline criminal behavior by your staffThe door is not what we ordered from the salesmanThe lock is in the wrong place and it is installed too highI want it fixed and I want a credit for the fact that we did not get what was promisedOr you can get me the door I promised and warranty it or give me a credit to cover potential issues your warranty would have coveredThose two scenarios are the only way this will be resolvedAnd $is not enough$would be more acceptableIt also would cover the damage to my home from the installers and the time I have had to spend dealing with this with not only Castle but also *** which you charged the final balance on with no authorization from us and illegally kept our card number on fileThou have crossed the line from bad service to criminal behavior more than once.
Regards,
*** *** ***
We do not show any current and open service on this order. Please note that we typically deal with the clients boyfriend and not the actual clientIf there are any additional service concerns that were not communicated properly, please have the customer calls direct and we would be more
than happy to take care of them
We apologize if the consumer felt as though our staff had spoken to them in any disrespectful mannerThis is obviously not our intentI believe that our management staff is attempting to draw examples from real life in order for her to better understand an argument that she had posed. Either way, we apologize. As far as the warranty, we welcome two new to warrant the work that we performedIf there is something on the door that is not operating correctly, we would be more than happy to come out and rectify that concernCan the customer please let us know how exactly the door is failing to operate properly?
January 3, 2015 We are in receipt of the complaint for the customers named*** *** *** *** Thank you for notifying us with their complaintCastleWindows has reviewed it and we are currently working on rectifying thesituationWe have called *** *** *** *** *today and had spoken
to *** She explained that she needs a service done and requested that we callher husband, *** *** at 1pm today to set up a service date with himWe areworking on satisfying our customers and we will be sure to have a manager call*** *** as requested Thank you, Castle Windows
Customers usually get this confusedThe company that this client purchased Windows from is not our company, nor has ever been under our controlOur company goes out of its way to try to help the communityWe have serviced Windows in Georgia, all the leads we've never actually been to
GeorgiaCurrently there's a company called Castle Windows that is operating in MissouriWe are trying to talk with themThere is a company in England called Castle Windows that has absolutely nothing to do with our companyOur company was formed back in the 70s and unfortunately we pick a very common name. just to give you an example, I see that the customers last name is ***I bought a *** *** CD a few years back and now the disc is scratched, it doesn't mean that I need to call this customer and ask for my money backIt's a similar name, but a different personThat is the confusion in this situationWe are attempting to help somebody that we did not actually sell Windows from at allWe like to think that this is going above and beyond the call of dutyWe feel as though most companies would have simply ignored the telephone callHowever, our company has attempted to help the customerAll we asked was a cost to cover the labor involved in the serviceThis way the customer can get the Windows done, and still be happyplease close this complaint as information only
Complaint: ***
I am rejecting
this response because:that date was changed to 5/*** was informed of this & changed it back to 5/ from 5/(was not home that day) the crew did not show up either day any way I have been complaining to castle for yearsAmazing how they can only find one recordI have mine I did tell *** & *** I woulld hire a contractor since they cannot do the repairs the right way or even show up for the jobNeither men have even returned my call yesterday It should not take years to repair a leaky door, now I have a rotted beam& an unsafe deckThey are well aware of this I have the same photos his inspector has Let castle quit theBS years is too longIn the past I have even offered to purchase new doors, I was told I don't have toThey are warrantied for life, so honor your warranty What am I supposed to doIt take sthem a long time to get an appointment they don't honor, I have a house getting wrecked because of water damage of course I would seek outside helpQuit the Bs castle.
Regards,
*** ***
We are in receipt of your complaintWe are completely aware of the situation at hand and would like to inform you that the customers buck frame was ordered on December 9, and the part is due to ship this weekOn January 8, 2015, we spoke to the customer in regards to this matter and she was
informed that once we receive the part we would be in contact to schedule a service dateWe apologize for any inconvenience
The parts were received on October The appointment for services currently set for November Hopefully everything works out to the client's satisfaction
Complaint: ***
I am rejecting this response because:Removing mold from the window frame was the task that nobody arguedOtherwise the new window would get rotted a month later.Moreover, a previous response from your company stated that mold removal was offered to me "at the additional cost" but I refusedWhich is another lie.You should read what your coworkers wrote before you send the follow up reply
Regards,
*** ***
Complaint: ***
I am rejecting this response because:this is ridiculous! I have called Castle windows and get the service saying they will have someone get back to me No one has direct lines to speak with a manager As I said previously, the caulking is awful The workmanship is terrible! The caulking attracts dirt and debris and looks worse over time I'm not going to have a lifetime of unprofessional workmanship calls to my home Castle windows should have done the job right the first time A one day job has become an endless nightmare
Regards,
*** ***