am rejecting this response because: I do not understand the response. Matter will not be complete since appointment is for window measurement. Tuesday, October 7th, (my mistake stating Oct 8) and I will contact Castle today to confirm date.
Regards,
[redacted]
The customer is stating that they feel as though the job was not complete. While there may be some existing service on the job,this is not an accurate depiction of what has occurred. The customer was given a lifetime guarantee. At the time of installation, a piece of glass was...
ordered and arrived at our warehouse on March 17th. To put it was set for the following day on March 18, but the customer called and reset the appointment for April 10. Despite the delay, we were willing and able to perform the service call nearly a full month prior. At that point, the entire job had been completed. However, on the April 10 appointment, it was ought to our attention that the customer experienced some denting in their Capping. We set an appointment for may fifth. This fell under the terms of their lifetime warranty. The customer eventually call back and reset the appointment for May 8. We went out to recap the window and the customer explained that they wanted additional Windows recapped. Being that the time to recap the additional Windows would have been extended period of time, we need to send a separate technician (the initial scope of the service work was such that we would have been able to completed in a short period of time). The customer is currently set for may 27th.
PLease note that this complaint had referred to the New York State Attorney Generals office and we have been directed to have ALL communication go through them. The client is well aware of this
Complaint: [redacted]
I am rejecting this response because: the frame did not "get damaged somehow". It was constructed wrong to begin with. And the slider door was not damaged, it was just the wrong size. And lifetime warranty does not give the business a clean slate for negligence and mismanagement. I would like to point out that our problems started before the door even got delivered. We purchased the unit in August and the installation did not even begin until October 31. I do not trust the company to install the windows. It is clear that quality control does not exist in their factory. And I do not wish to go though month and month of arguments and scheduling issues when the inevitable problems come up. So, I do not expect to receive or pay for the 2 windows. And I do expect a deep discount on the patio door.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
As I wrote on the paperwork from 11/15/14, Castle Windows has not stood by their word to produce quality workmanship. The work is sloppy, messy and now I...
must have a contractor review all the windows inside out and correct the work. How upset and disappointed I am that I placed my trust in their hands. I want nothing more to do with Castle Windows. All I'm asking for is half of my costs so I can pay for the work to get done by qualified people. I would be glad to show the world the pictures from what Castle calls quality.
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...
Complaint: [redacted]
I am rejecting this response because: ...
Additional parts for two windows are not going to resolve the issues with the other windows which are all too short. [redacted], the install supervisor agrees the installation was not per contract agreement.1. [redacted] stated that Castle Windows bend and move regularly. This was not disclosed to us when we ordered the windows. We would not have ordered windows, knowing the manufacturer accepts bending & moving. Reinstalling the existing windows is not going to resolve the issue of inferior manufacturing. 2. We have received no response to our request to compare the sales sample window to the windows that have been installed. 3. The actual windows are not satisfactory. The sills are not manufactured to meet industry standards, per AIA documents. The window sills hold water for too long before actually draining. The windows glide open & shut. They do not stay in place. 4. Every window sash has a bow/bend in it. 5. No compensation has been offered for the false installation statements made by the salesman or the dangerous mess left in our home. We have not received responses to our letters and emails stating these concerns.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1. It is not true that replacement of the wall around the window was not offered at the time of the contract signing. Had this been true, I would not have paid more than other bidders asked for2. It is not true that the frame was not rotting as it was rotting and was later replaced by another contractor.3. It is not true that fixing the rotten wood in the surrounding was offered at the additional cost. What cost was offered to me that I refused to take? The window installers told me that they are not allowed to go beyond the window frame and do not have qualification to do so.All statements made by the company are lies.The salesperson [redacted] spent 3 hours in my house telling me about the company reputation and integrity. Now, when I discovered over hundred Revdex.com complaints against the Castle Windows, I realize that all his other statements were lies.If this case is not resolved, this description of my complaint will remain on the as a public record with Revdex.com for other clients. My verdict: the windows quality is good enough but not worth additional money they charge by making. promises they do not intend to fulfill. The company business ethics is nonexistent.
[redacted]
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].
Complaint: [redacted]
I am rejecting this response because:this installation was not as contracted as a one piece install, Castle sent their employee to measure and verify the installation prior to fabricating the custom door, what they made did not fit to no fault of the home owner. This coupled with a gap a half inch left under the door for over a month caused the home owner added expenses in heating cost as well as controlling bug infestation. Home owner stands by his request to have the pieced together installation removed and replaced to have door installed to as contracted one piece configuration or refund of $3,245.00 contracted price.
Regards,
[redacted]
We apologize if our information is not correct. Can you please provide us with a current list of the concerns of that we can deal with them accordingly?
We spoke to [redacted] on Monday and confirmed that his job will start this coming Monday... if the client is under a different impression, please have them call [redacted] the head of installation and we will work around their needs for scheduling ...
Complaint: [redacted]
I am rejecting this response because:I have me with Bob D the companies Q.C. service rep. Evidently my complaint has been verified as Mr. D inspected the installation and has agreed to fabricate a new door for instalation after the new year. However I would prefer this complaint remain open pending the completion of his commitment
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]
We are aware of the customers concern and we apologize for the inconvenience. The customer is correct in their assessment and the fact that we have not hit their concerns in a timely manner. We will contact the customer directly and attempt to complete their order properly.
[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.
Again, I said I would update the remarks. If you are saying you are only willing to continue my warranty if I take down the comments that would be a violation of our contract that gave us a lifetime warranty on your products. You cannot void a contract just because you do not like what a customers opinion is of you. I expect to have the lifetime warranty I paid for. We will remove the comments only after the charge is reversed and charged to our new card with the discount. You can continue to state you did nothing wrong but you won't convince me and judging by your other reviews I not the only one. I would rather have my warranty than keeping the comments up though. I already need a new screen since the screen that was installed had a hole in it. Please have someone call [redacted] at [redacted] to have the charges changed.
Regards,
[redacted]
Complaint: [redacted]
I...
am rejecting this response because: I do not understand the response. Matter will not be complete since appointment is for window measurement. Tuesday, October 7th, (my mistake stating Oct 8) and I will contact Castle today to confirm date.
Regards,
[redacted]
The customer is stating that they feel as though the job was not complete. While there may be some existing service on the job,this is not an accurate depiction of what has occurred. The customer was given a lifetime guarantee. At the time of installation, a piece of glass was...
ordered and arrived at our warehouse on March 17th. To put it was set for the following day on March 18, but the customer called and reset the appointment for April 10. Despite the delay, we were willing and able to perform the service call nearly a full month prior. At that point, the entire job had been completed. However, on the April 10 appointment, it was ought to our attention that the customer experienced some denting in their Capping. We set an appointment for may fifth. This fell under the terms of their lifetime warranty. The customer eventually call back and reset the appointment for May 8. We went out to recap the window and the customer explained that they wanted additional Windows recapped. Being that the time to recap the additional Windows would have been extended period of time, we need to send a separate technician (the initial scope of the service work was such that we would have been able to completed in a short period of time). The customer is currently set for may 27th.
PLease note that this complaint had referred to the New York State Attorney Generals office and we have been directed to have ALL communication go through them. The client is well aware of this
Complaint: [redacted]
I am rejecting this response because: the frame did not "get damaged somehow". It was constructed wrong to begin with. And the slider door was not damaged, it was just the wrong size. And lifetime warranty does not give the business a clean slate for negligence and mismanagement. I would like to point out that our problems started before the door even got delivered. We purchased the unit in August and the installation did not even begin until October 31. I do not trust the company to install the windows. It is clear that quality control does not exist in their factory. And I do not wish to go though month and month of arguments and scheduling issues when the inevitable problems come up. So, I do not expect to receive or pay for the 2 windows. And I do expect a deep discount on the patio door.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
As I wrote on the paperwork from 11/15/14, Castle Windows has not stood by their word to produce quality workmanship. The work is sloppy, messy and now I...
must have a contractor review all the windows inside out and correct the work. How upset and disappointed I am that I placed my trust in their hands. I want nothing more to do with Castle Windows. All I'm asking for is half of my costs so I can pay for the work to get done by qualified people. I would be glad to show the world the pictures from what Castle calls quality.
Regards,
[redacted]
Victor from our office has reached out to the gentleman and they are currently working on a resolution
[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
We do have many installation teams. We truly apologize for any inconvenience.
Complaint: [redacted]
I am rejecting this response because: ...
Additional parts for two windows are not going to resolve the issues with the other windows which are all too short. [redacted], the install supervisor agrees the installation was not per contract agreement.1. [redacted] stated that Castle Windows bend and move regularly. This was not disclosed to us when we ordered the windows. We would not have ordered windows, knowing the manufacturer accepts bending & moving. Reinstalling the existing windows is not going to resolve the issue of inferior manufacturing. 2. We have received no response to our request to compare the sales sample window to the windows that have been installed. 3. The actual windows are not satisfactory. The sills are not manufactured to meet industry standards, per AIA documents. The window sills hold water for too long before actually draining. The windows glide open & shut. They do not stay in place. 4. Every window sash has a bow/bend in it. 5. No compensation has been offered for the false installation statements made by the salesman or the dangerous mess left in our home. We have not received responses to our letters and emails stating these concerns.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1. It is not true that replacement of the wall around the window was not offered at the time of the contract signing. Had this been true, I would not have paid more than other bidders asked for2. It is not true that the frame was not rotting as it was rotting and was later replaced by another contractor.3. It is not true that fixing the rotten wood in the surrounding was offered at the additional cost. What cost was offered to me that I refused to take? The window installers told me that they are not allowed to go beyond the window frame and do not have qualification to do so.All statements made by the company are lies.The salesperson [redacted] spent 3 hours in my house telling me about the company reputation and integrity. Now, when I discovered over hundred Revdex.com complaints against the Castle Windows, I realize that all his other statements were lies.If this case is not resolved, this description of my complaint will remain on the as a public record with Revdex.com for other clients. My verdict: the windows quality is good enough but not worth additional money they charge by making. promises they do not intend to fulfill. The company business ethics is nonexistent.
[redacted]
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].
We had already been contact with [redacted] before this complaint came through. The client was told that the estimated ship date would be 9-24-15
Complaint: [redacted]
I am rejecting this response because:this installation was not as contracted as a one piece install, Castle sent their employee to measure and verify the installation prior to fabricating the custom door, what they made did not fit to no fault of the home owner. This coupled with a gap a half inch left under the door for over a month caused the home owner added expenses in heating cost as well as controlling bug infestation. Home owner stands by his request to have the pieced together installation removed and replaced to have door installed to as contracted one piece configuration or refund of $3,245.00 contracted price.
Regards,
[redacted]
We apologize if our information is not correct. Can you please provide us with a current list of the concerns of that we can deal with them accordingly?
We spoke to [redacted] on Monday and confirmed that his job will start this coming Monday... if the client is under a different impression, please have them call [redacted] the head of installation and we will work around their needs for scheduling ...
Complaint: [redacted]
I am rejecting this response because:I have me with Bob D the companies Q.C. service rep. Evidently my complaint has been verified as Mr. D inspected the installation and has agreed to fabricate a new door for instalation after the new year. However I would prefer this complaint remain open pending the completion of his commitment
Regards,
[redacted]
ok, I guess we will just type back and forth each day.
[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]
We are aware of the customers concern and we apologize for the inconvenience. The customer is correct in their assessment and the fact that we have not hit their concerns in a timely manner. We will contact the customer directly and attempt to complete their order properly.
[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.
Again, I said I would update the remarks. If you are saying you are only willing to continue my warranty if I take down the comments that would be a violation of our contract that gave us a lifetime warranty on your products. You cannot void a contract just because you do not like what a customers opinion is of you. I expect to have the lifetime warranty I paid for. We will remove the comments only after the charge is reversed and charged to our new card with the discount. You can continue to state you did nothing wrong but you won't convince me and judging by your other reviews I not the only one. I would rather have my warranty than keeping the comments up though. I already need a new screen since the screen that was installed had a hole in it. Please have someone call [redacted] at [redacted] to have the charges changed.
Regards,
[redacted]