Complaint: ***
I am rejecting this response because:
The sales representative told me after I asked him if I'm not satisfied with the loan agreement am I obligated His response was no you are not obligated and can cancel at anytimeThe agreement was signed on the 16th , sales rep acknowledging that I could not financially afford it, and would have to obtain a loan , I was not contacted by the finance till the fourth day and which point I explained that I would be inquiring with my credit union bc I would not be to afford the monthly payments On that day I went to my bank and was advised that the amount would've the same or more do to the amount of months they can give me to pay backI contacted castle on the next business day to advise that I had to cancel because I could not afford itNo contactor came to my home to complete measurements and no financal agreement was made so how am I responsive when they never clarified in the beginning how the financial process is made?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Even though the company, did not live up to the terms of the original contract, it refused to refund my money, as I had requestedI was
prepared to contest the matter in court, but circumstances forced me to consider accepting another undue delayI am reserving judgment on the quality of the product, and the installation until after the work is completedWhat I do not accept is the company's cavalier attitude, and its indifferent manner in which it treats customersTo date, I have found only one person who works for this company, that seems to understand the traditional way a good business treats customersThe sallesman, Mr ***, one of the installation managers, Mr*** (?), and all the office support staff need lessons in how treat customersHowever, the worst of these is Mr***, by his own statement a year veteran of sales and marketingThis gentleman has the tactics and attitude of the typical used car salesman, i.emake the sale, and afterwards to hell with the customerMr *** diverted a crew from another job to attempt to complete my job on April 27thThis was after claiming that I was not scheduled for work on that date, even though I had been promised 100% on April 24th that the job would be finished on April 27thWhen the crew arrived, they saw the more complex nature of the job, i.ethe installation of two half-round windows, they were polite, but clearly agitated I did not want my windows installed by anyone who was not happy about having to do the work, no matter what the reasonAfter the crew left, the installation foreman, ***, came to my homeHe told me the job would take at least hoursHe knew of the job's complexities because he and another man had done the final measurements, and created the templates for the half-round windowsI negotiated an install date of May 8th, when he could devote one crew to my job, and complete the installation in one dayAs I stated, the jury is still out on the quality of the Castle window and the nature of the installation.I have more double casement windows, and more single casement windows, and sliding door replacement to be done on my homeI had been treated decently by Mr ***, and his office staff, I would have been happy to give Castle this businessThat is not happening nowAnd I stand by my customer review of Castle Windows, and I will be happy to tell others who may be considering Castle Windows about how my experience doing business with them
Regards,
*** ***
We feel as though we have done absolutely nothing wrong here. Clearly the customer is unhappy and does not want us to come out to their house againMaybe we can do is the followingOffer a $walkaway deductionFor this, the customer agrees to retract all the complaints that they have been making online about our company as well as with the Revdex.com, they agreed that they relinquish any and all future claims against our companyWe will offer this and leave it out to the customer for one week and then we will retract the offer and presumably moved to the Revdex.com arbitration process. It would be nice to just come to a mutual frustrating resolution rather than go through the entire process
In November, Castle went out to address any concerns that the customer hadThe customer signed off that she was satisfied with the work performedA week later, November, 25th the customer spoke with a manager, that again, she was not happy with the jobShe did not offer specific details of why she was not satisfied with the jobThe customer spoke of wanting her money back , and not allowing us to service any problemWe explained to her that we are willing to service anything that she is not happy withCastle is unaware of any service that would need completed on the windows, and, again the customer did not want to talk about any problems, she wanted to talk about how much money Castle would settle for The manager posted this service at the highest priority, and instructed two service manager to follow up immediately, and go back out to the customers home to service any concernsSince then, Castle has attempted to contact Ms *** every day, with over calls to herThe only reply we have had is the Revdex.com postings, that again she wants to "settle this matter", which we assume, a cash settlement, but Castle does not understand why
[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
Please ensure that the check is sent to my new address on the complaint in New Jersey
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the job was not done properly from the very beginningThe broken window (yes, acknowledged at the initial time of installation) was eventually replaced--but only after I called a month afterward and discovered it hadn't yet been orderedOnly my repeated calls and prompts got that job done(Castle somehow was able to produce fourteen windows in 1/weeks,when they wanted the balance of our payment but seemed to forget to order a replacement for the broken pane)We had to reschedule the installation of the new window because the serviceman had not arrived by 3:of the 1-p.mtime frame we'd been given; I had to go to work shortlyOn Janwe were asked to complete a customer satisfaction survey without time to inspect anythingThe "warranty" is a moot point--the INITIAL installation was incomplete and shoddyOn the date that the recapping of an extremely poor quality window was to be done, we were called at 7:a.mand learned the workman had called off--so we had to rescheduleAgain, I work two jobs,and our grandson was in the critical care unit of *** *** awaiting a heart transplantIt was difficult to reschedule without losing work hoursWe did not "experience some denting" in the capping--that was how it looked when the workman first left--and thus it needed to be redone.It should not fall ;under any "warrantyThere was no storm, no baseball,etc,damage--it was a lousy job I'd had to point out to the very first workman in January that he'd forgotten to cap it at all--and the unprofessional job was the resultEach time a workman has come,he has written up my concerns,and pictures have been taken which attest to inferior quality of workmanship--to no availTwo (?) or three weeks ago,when the guy arrived to repair the capping, I again pointed out all the paint that was chipped around the replaced windowsHe started caulking and then, when he realized how many windows were affected, he commented that it wasn't a painting job, but that the side strips hadn't been installed on some windows!!!--and thus the bare wood showedI'd told the secretaries that whoever came to cap should also be prepared to correct the chipped paint issue; however, "***" could only do cappingIf he had affixed the necessary strips, the job could have been doneBottom line, yes, we should have looked more closely at the job on the day of installation,but a company needs to stand behind its name and provide quality installation--not just windowsWe did not get what we paid for--attractive,professionally installed windows I would like compensation for the time, emotional strain,and frustration of having to deal with this for four monthsSomeone called yesterday--this is the first time Castle called us,I think,unless they were wanting our business--to rectify the situationAn appointment has been made for WednesdayHowever, there was no mention of any compensation and little admission that Castle doesn't provide quality craftsmanship or service, and I am still a very dissatisfied customer
Regards,
Karen Eliason
Complaint: ***
I am rejecting this response because:I was advised two weeks for the part and was never contacted or advised of a later date..they have scheduled a service date to come out but until the door is fixed I have an outstanding complaint Thank you.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the issue has not been resolvedI received a call from the business and was asked to explain our complaintI made my wishes clear to the person I
spoke with who said that he would get back to me later today after speaking with someone of authority in the companyThat is where it stands at the moment
Regards,
*** ***
On this particular order, we installed the patio door and then needed to reorder a center panel for the doorAfter we replace the center panel, the frame was damaged somehow and we reordered a new doorThe door is estimated to come in on December We call the customer and left him a message regarding this. We understand that the customer may be frustrated, but this is why we offer a lifetime warranty on the pathWe cannot offer the customer any type of discountWe understand that the customer wants our company 'to be held responsible' for any inconvenience that they were causedHowever, please note that we have already been 'held accountable' based on the fact that we have reordered the door and remade the entire unitObviously this represents a large costSo our company has already been 'punished' so to speak for the clients concerned. Again, the customer does have a lifetime warranty, and unfortunately on their particular job they warrantee needed to be usedThis does not mean that the customer receives cash back in the process.We will install the door as scheduled in collect the balanceThanks
[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,
*** ***
The appointment for the customer had already been set today prior to the customer sending in their Revdex.com complaintWe kindly ask the customer to fully retract the complaint
We have received the client's concerns We attepted to contact them Saturday (when we received the letter) and also today We will resolve their concerns The client can also call us at ###-###-#### and ask for *** or ** - they are the isntallation managers
Complaint: ***
I am rejecting this response because:
When I selected the reason for Revdex.com complaint, I selected the reason "Oral presentation of the services did not match the written contract".If *** *** had promised to install a mailbox of personal plaque, then I would be too gullible to believe.He confirmed multiple times because I reiterated the same question over and over - that removing of mold in the adjacent wall is a "Standard part of window installation" performed by this company.This is why their windows are so expensive ($2,for two small windows) - because they ensure that they would last foreverAnd this is why it is not on the contract as this is a part of the their work process
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:
This was a result of your men not protecting the floor. We have almost 80 pictures of damages from your personnel due to lack of protection and poor quality of work. We will only allow you to attempt to remove the stain if you will take full responsiability and replace the entire carpet should your attempts fail. NOTE IT WILL BE A CONTRACTORT OF OUR CHOICE.
Regards,
[redacted]
Mr. [redacted],Thank you for bringing your concern to our attention.We have set up a service with our technician Peter for you on March 21st 2016 from 1-5.If you have any other concerns or questions please give us a call. Thank you,Castle Windows
Complaint: ***
I am rejecting this response because:
The sales representative told me after I asked him if I'm not satisfied with the loan agreement am I obligated His response was no you are not obligated and can cancel at anytimeThe agreement was signed on the 16th , sales rep acknowledging that I could not financially afford it, and would have to obtain a loan , I was not contacted by the finance till the fourth day and which point I explained that I would be inquiring with my credit union bc I would not be to afford the monthly payments On that day I went to my bank and was advised that the amount would've the same or more do to the amount of months they can give me to pay backI contacted castle on the next business day to advise that I had to cancel because I could not afford itNo contactor came to my home to complete measurements and no financal agreement was made so how am I responsive when they never clarified in the beginning how the financial process is made?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Even though the company, did not live up to the terms of the original contract, it refused to refund my money, as I had requestedI was
prepared to contest the matter in court, but circumstances forced me to consider accepting another undue delayI am reserving judgment on the quality of the product, and the installation until after the work is completedWhat I do not accept is the company's cavalier attitude, and its indifferent manner in which it treats customersTo date, I have found only one person who works for this company, that seems to understand the traditional way a good business treats customersThe sallesman, Mr ***, one of the installation managers, Mr*** (?), and all the office support staff need lessons in how treat customersHowever, the worst of these is Mr***, by his own statement a year veteran of sales and marketingThis gentleman has the tactics and attitude of the typical used car salesman, i.emake the sale, and afterwards to hell with the customerMr *** diverted a crew from another job to attempt to complete my job on April 27thThis was after claiming that I was not scheduled for work on that date, even though I had been promised 100% on April 24th that the job would be finished on April 27thWhen the crew arrived, they saw the more complex nature of the job, i.ethe installation of two half-round windows, they were polite, but clearly agitated I did not want my windows installed by anyone who was not happy about having to do the work, no matter what the reasonAfter the crew left, the installation foreman, ***, came to my homeHe told me the job would take at least hoursHe knew of the job's complexities because he and another man had done the final measurements, and created the templates for the half-round windowsI negotiated an install date of May 8th, when he could devote one crew to my job, and complete the installation in one dayAs I stated, the jury is still out on the quality of the Castle window and the nature of the installation.I have more double casement windows, and more single casement windows, and sliding door replacement to be done on my homeI had been treated decently by Mr ***, and his office staff, I would have been happy to give Castle this businessThat is not happening nowAnd I stand by my customer review of Castle Windows, and I will be happy to tell others who may be considering Castle Windows about how my experience doing business with them
Regards,
*** ***
We feel as though we have done absolutely nothing wrong here. Clearly the customer is unhappy and does not want us to come out to their house againMaybe we can do is the followingOffer a $walkaway deductionFor this, the customer agrees to retract all the complaints that they have been making online about our company as well as with the Revdex.com, they agreed that they relinquish any and all future claims against our companyWe will offer this and leave it out to the customer for one week and then we will retract the offer and presumably moved to the Revdex.com arbitration process. It would be nice to just come to a mutual frustrating resolution rather than go through the entire process
In November, Castle went out to address any concerns that the customer hadThe customer signed off that she was satisfied with the work performedA week later, November, 25th the customer spoke with a manager, that again, she was not happy with the jobShe did not offer specific details of why she was not satisfied with the jobThe customer spoke of wanting her money back , and not allowing us to service any problemWe explained to her that we are willing to service anything that she is not happy withCastle is unaware of any service that would need completed on the windows, and, again the customer did not want to talk about any problems, she wanted to talk about how much money Castle would settle for The manager posted this service at the highest priority, and instructed two service manager to follow up immediately, and go back out to the customers home to service any concernsSince then, Castle has attempted to contact Ms *** every day, with over calls to herThe only reply we have had is the Revdex.com postings, that again she wants to "settle this matter", which we assume, a cash settlement, but Castle does not understand why
Complaint: ***
I am rejecting this response because:
Apologize for what?
Regards,
*** ***
[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
Please ensure that the check is sent to my new address on the complaint in New Jersey
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the job was not done properly from the very beginningThe broken window (yes, acknowledged at the initial time of installation) was eventually replaced--but only after I called a month afterward and discovered it hadn't yet been orderedOnly my repeated calls and prompts got that job done(Castle somehow was able to produce fourteen windows in 1/weeks,when they wanted the balance of our payment but seemed to forget to order a replacement for the broken pane)We had to reschedule the installation of the new window because the serviceman had not arrived by 3:of the 1-p.mtime frame we'd been given; I had to go to work shortlyOn Janwe were asked to complete a customer satisfaction survey without time to inspect anythingThe "warranty" is a moot point--the INITIAL installation was incomplete and shoddyOn the date that the recapping of an extremely poor quality window was to be done, we were called at 7:a.mand learned the workman had called off--so we had to rescheduleAgain, I work two jobs,and our grandson was in the critical care unit of *** *** awaiting a heart transplantIt was difficult to reschedule without losing work hoursWe did not "experience some denting" in the capping--that was how it looked when the workman first left--and thus it needed to be redone.It should not fall ;under any "warrantyThere was no storm, no baseball,etc,damage--it was a lousy job I'd had to point out to the very first workman in January that he'd forgotten to cap it at all--and the unprofessional job was the resultEach time a workman has come,he has written up my concerns,and pictures have been taken which attest to inferior quality of workmanship--to no availTwo (?) or three weeks ago,when the guy arrived to repair the capping, I again pointed out all the paint that was chipped around the replaced windowsHe started caulking and then, when he realized how many windows were affected, he commented that it wasn't a painting job, but that the side strips hadn't been installed on some windows!!!--and thus the bare wood showedI'd told the secretaries that whoever came to cap should also be prepared to correct the chipped paint issue; however, "***" could only do cappingIf he had affixed the necessary strips, the job could have been doneBottom line, yes, we should have looked more closely at the job on the day of installation,but a company needs to stand behind its name and provide quality installation--not just windowsWe did not get what we paid for--attractive,professionally installed windows I would like compensation for the time, emotional strain,and frustration of having to deal with this for four monthsSomeone called yesterday--this is the first time Castle called us,I think,unless they were wanting our business--to rectify the situationAn appointment has been made for WednesdayHowever, there was no mention of any compensation and little admission that Castle doesn't provide quality craftsmanship or service, and I am still a very dissatisfied customer
Regards,
Karen Eliason
Complaint: ***
I am rejecting this response because:I was advised two weeks for the part and was never contacted or advised of a later date..they have scheduled a service date to come out but until the door is fixed I have an outstanding complaint Thank you.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the issue has not been resolvedI received a call from the business and was asked to explain our complaintI made my wishes clear to the person I
spoke with who said that he would get back to me later today after speaking with someone of authority in the companyThat is where it stands at the moment
Regards,
*** ***
On this particular order, we installed the patio door and then needed to reorder a center panel for the doorAfter we replace the center panel, the frame was damaged somehow and we reordered a new doorThe door is estimated to come in on December We call the customer and left him a message regarding this. We understand that the customer may be frustrated, but this is why we offer a lifetime warranty on the pathWe cannot offer the customer any type of discountWe understand that the customer wants our company 'to be held responsible' for any inconvenience that they were causedHowever, please note that we have already been 'held accountable' based on the fact that we have reordered the door and remade the entire unitObviously this represents a large costSo our company has already been 'punished' so to speak for the clients concerned. Again, the customer does have a lifetime warranty, and unfortunately on their particular job they warrantee needed to be usedThis does not mean that the customer receives cash back in the process.We will install the door as scheduled in collect the balanceThanks
We did not know when the customer contacted the Revdex.com, however there appointment for service is set for November
[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,
*** ***
The appointment for the customer had already been set today prior to the customer sending in their Revdex.com complaintWe kindly ask the customer to fully retract the complaint
resolved
We are providing an update to this case Our operations manager *** has been in touch with the client and they are working on a solution
We have received the client's concerns We attepted to contact them Saturday (when we received the letter) and also today We will resolve their concerns The client can also call us at ###-###-#### and ask for *** or ** - they are the isntallation managers
We appologize to the customer
Complaint: ***
I am rejecting this response because:
When I selected the reason for Revdex.com complaint, I selected the reason "Oral presentation of the services did not match the written contract".If *** *** had promised to install a mailbox of personal plaque, then I would be too gullible to believe.He confirmed multiple times because I reiterated the same question over and over - that removing of mold in the adjacent wall is a "Standard part of window installation" performed by this company.This is why their windows are so expensive ($2,for two small windows) - because they ensure that they would last foreverAnd this is why it is not on the contract as this is a part of the their work process
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:
This was a result of your men not protecting the floor. We have almost 80 pictures of damages from your personnel due to lack of protection and poor quality of work. We will only allow you to attempt to remove the stain if you will take full responsiability and replace the entire carpet should your attempts fail. NOTE IT WILL BE A CONTRACTORT OF OUR CHOICE.
Regards,
[redacted]
Mr. [redacted],Thank you for bringing your concern to our attention.We have set up a service with our technician Peter for you on March 21st 2016 from 1-5.If you have any other concerns or questions please give us a call. Thank you,Castle Windows