We went out to the customers home to replace the lock on 10/27/2014. We replaced the lock with a double cylinder lock, the customer would now like a single cylinder lock. We have ordered the part the customer requested the estimated time of delivery is friday 10/31/2014. After we receive the part we will review the item and call the customer to install the lock. ---
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...
Yes, the Revdex.com website is very cumbersome and it is very difficult to deal with attachments and photographs. I think the best thing to do at this point would be to have you communicate with e-mails directly to our office back and forth so that you have everything on record for yourself. With the Revdex.com, I have to respond in a certain manner of time. This being said, it's probably better and more efficient for us to e-mail back and forth through our e-mails. If later on down the line you don't feel like were getting anywhere and you want to reopen the Revdex.com case, then you can do that at that time, I have your e-mail. Expect an e-mail from the following address---[redacted] Hopefully we can come to some type of solution on this that make you happy
Complaint: [redacted]
I am rejecting this response because:I am rejecting this response as I believe this is nothing more than bait and switch from this company.I bought my windows from a franchise of the main company Castle "The window People".I do feel there is no way to get satisfaction from this company as they have a pattern of doing this to their customers as you can read for yourself on www.[redacted].com under Castle "the window people. They open locations and as they close them they are then able to not honor the original warranty. I will say to the Revdex.com that you have little to no effect on this scam of a company they will continue to do this as long as they can get away with it.I will make sure that I tell as many people as I can to stay away from this company!The name and the logo is the same for this company in fact they have called me in the past year to see how my windows are doing after I explain to them that a few of the windows have leaks they then said hold on I have to talk to my supervisor about that. After the representative came back on the phone she said that unfortunately the franchise that was in my area closed and that they could not honor what they had sold me she said that I would have to buy new windows from them.After reading the many complaints about this company I feel we have no choice but to eat these windows and move on to a more reputable company.Thanks for absolutely nothing CASTLE "The window People" [redacted]
Regards,
[redacted]
The last information we show on this particular concern is that the customer had set an appointment for may 16th, then called us back to cancel the appointment and stated that his own contractor would take care of it. We presume that that has occurred.
Complaint: [redacted]
I am rejecting this response because: the issue of refund and windows replacement rejection are not addressed
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:
The response failed to address anything brought forward in the complaint. Instead, you, Castle, point out that you typically deal with my "boyfriend and not the actual client"? First off, [redacted] is not my boyfriend, he is my husband. Second there are no current service orders because we are done trying to deal directly with your company. Go through your notes and see how many times my "boyfriend" or I called to request service because yet another piece of siding fell off our house. As per the contract, we sent a certified/registered letter (we have the receipt if needed) to the "Office of the Owner” and got no satisfaction. Once again our concerns feel on deaf ears. Our letter listed the numerous problems we saw with the installation of our siding, even offering to provide photographs, and your company failed to respond within the time specified on your contract. We still tried to resolve this issue without involving a third party and several phone calls later were told that the installation manager from the local office would be out to assess the situation. At this time I was told that I was required to be there to discuss the situation with this manager. Instead, your company sends a single man who "repaired" our siding by driving nails through it and using caulking to hold other pieces in place. This gentleman also stated that he had been fixing the mistakes and poor work of the crew that did our job all summer. We are not looking for a refund or compensation. All we want is the job we paid for to be done properly. Or are you suggesting that we continue to call monthly to have siding hung on our again and again and again? What about the next owners? This job was not done properly. Your company won't even send someone capable of making a decision to look at the house. By lack of sending a decision maker to assess the situation your company has not and is not acting in good faith to resolve the on-going issue of the siding falling off our home. Regards,[redacted]
We are in receipt of thing from Ms. [redacted]. It is unfortunate that the customer feels as though we have not serviced her properly. The window installation occurred on August 21, in the customer called our office on August 25 to request an inspection. On September 13, a Saturday,...
our technician was scheduled to go out to the customers home. The following Monday, a service part was ordered for their Windows. That part came in on October 16. At that point, the customer was contacted and told that their part had arrived at the warehouse. The customer did not set an appointment at that time. The customer requests only Saturday appointments which are the time of week that or most book for our company. That is, Saturday is the most requested day, thusly, it is typically the most book day of the week. Obviously we can come out to the customers house Monday through Friday, but this is not acceptable for the customer. This would also explain the amount of time that occur between the customer's first call to our office which was on August 25 and the first inspection appointment available being September 13. Our company is currently booked through November for Saturday appointments for service and installation. We spoke with the customer yesterday and again told her that the first Saturday available was on November 15. We are more than happy to come out immediately (within a few days time frame) if the customer is willing to have us come out during a weekday. The customer is currently not set with our service Department. They may call in at any time in order to set their service, but they have to understand that we are working on scheduling and not every single day is immediately available if only one day a week is possible for the client.The other thing that we can do is we can ship parts out to the customer if parts are needed in order to complete the service and they can hire their own handyman at their sole expense in order to do the work if they so choose. Please have the customer either call our office to schedule an appointment or request that their service parts be shipped to them.
Without looking up to see when this spot occurred, we are simply taking you word for it that the installer paced something dirty on your floor. I am sorry, but we cannot authorize (we are assuming that from your message you are requesting that we pay for the carpet cleaners), for you to hire someone to do work that we can easily do ourselves. Please let us know if you would like us to come out, if not, we will consider this closed
The concern here is that the agreement is not signed by the buyer (nor the seller) so it was not registered as an order. If the client wishes to proceed with the write up, then he should call and speak with [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] The reason about this settlement is because I complain to the Revdex.com if not I would be still waiting .I would never recommend Castle Windows to anyone,Customers are always first to keep good relationship that did not happen to me Am disappointed with the job they did . November 12 ,that will appreciably 1 month that's a long time .Thank you,
We are happy that we are having open discussions with the customer, but what we need to understand is that they have already attempted to damage our reputation. Thusly, there is really nothing else that the client can do further to disparage us. We would be interested in settling with the customer, not because we feel as though we provided any products improperly, but rather to attempt to make the customer happy so that they would remove their remarks. If this is not something that the client is willing to address or participate in then there is no reason to further the discussions as the damage has already been done and the customer wishes not to reverse it. We will however, in the spirit of compromise.we will consider continuing the warranty that the manufactures defect in general service of the products if the client is willing to remove her remarks.Please let us know if this is a possibility and we can finally put this to bed.
Thank you for bringing this customer concerns to our attention. We understand why the customer is very upset, and we have been working our best to receive the product sooner. We show that the parts are due to be delivered today December 22nd, and the customer is set for a service on January 6th,...
2015. If there are any other concerns please do not hesitate to contact us. We are sorry that this is taking longer than expected, but we will get it right
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We apologize for any inconvenience with the scheduling. Currently, the customer is speaking with [redacted] in order to schedule the appointment for a Saturday at his convenience. We have all of the materials necessary to complete the service. Once again, we are sorry if there was any miscommunication or we drop the ball in any manner.
OK, we will send out a check to client
Thank you for the information, we have contacted the client and resolved their concerns.
We went out to the customers home to replace the lock on 10/27/2014. We replaced the lock with a double cylinder lock, the customer would now like a single cylinder lock. We have ordered the part the customer requested the estimated time of delivery is friday 10/31/2014. After we receive the part we will review the item and call the customer to install the lock. ---
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.
Yes, the Revdex.com website is very cumbersome and it is very difficult to deal with attachments and photographs. I think the best thing to do at this point would be to have you communicate with e-mails directly to our office back and forth so that you have everything on record for yourself. With the Revdex.com, I have to respond in a certain manner of time. This being said, it's probably better and more efficient for us to e-mail back and forth through our e-mails. If later on down the line you don't feel like were getting anywhere and you want to reopen the Revdex.com case, then you can do that at that time, I have your e-mail. Expect an e-mail from the following address---[redacted] Hopefully we can come to some type of solution on this that make you happy
Complaint: [redacted]
I am rejecting this response because:I am rejecting this response as I believe this is nothing more than bait and switch from this company.I bought my windows from a franchise of the main company Castle "The window People".I do feel there is no way to get satisfaction from this company as they have a pattern of doing this to their customers as you can read for yourself on www.[redacted].com under Castle "the window people. They open locations and as they close them they are then able to not honor the original warranty. I will say to the Revdex.com that you have little to no effect on this scam of a company they will continue to do this as long as they can get away with it.I will make sure that I tell as many people as I can to stay away from this company!The name and the logo is the same for this company in fact they have called me in the past year to see how my windows are doing after I explain to them that a few of the windows have leaks they then said hold on I have to talk to my supervisor about that. After the representative came back on the phone she said that unfortunately the franchise that was in my area closed and that they could not honor what they had sold me she said that I would have to buy new windows from them.After reading the many complaints about this company I feel we have no choice but to eat these windows and move on to a more reputable company.Thanks for absolutely nothing CASTLE "The window People" [redacted]
Regards,
[redacted]
The job is being servicd today. We are confident that everythign should work out.
Revdex.com,
I spoke with [redacted] and discussed the issue. We came to an agreement and I am satisfied with his reponse.
Regards,
[redacted]
The last information we show on this particular concern is that the customer had set an appointment for may 16th, then called us back to cancel the appointment and stated that his own contractor would take care of it. We presume that that has occurred.
Complaint: [redacted]
I am rejecting this response because: the issue of refund and windows replacement rejection are not addressed
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:
The response failed to address anything brought forward in the complaint. Instead, you, Castle, point out that you typically deal with my "boyfriend and not the actual client"? First off, [redacted] is not my boyfriend, he is my husband. Second there are no current service orders because we are done trying to deal directly with your company. Go through your notes and see how many times my "boyfriend" or I called to request service because yet another piece of siding fell off our house. As per the contract, we sent a certified/registered letter (we have the receipt if needed) to the "Office of the Owner” and got no satisfaction. Once again our concerns feel on deaf ears. Our letter listed the numerous problems we saw with the installation of our siding, even offering to provide photographs, and your company failed to respond within the time specified on your contract. We still tried to resolve this issue without involving a third party and several phone calls later were told that the installation manager from the local office would be out to assess the situation. At this time I was told that I was required to be there to discuss the situation with this manager. Instead, your company sends a single man who "repaired" our siding by driving nails through it and using caulking to hold other pieces in place. This gentleman also stated that he had been fixing the mistakes and poor work of the crew that did our job all summer. We are not looking for a refund or compensation. All we want is the job we paid for to be done properly. Or are you suggesting that we continue to call monthly to have siding hung on our again and again and again? What about the next owners? This job was not done properly. Your company won't even send someone capable of making a decision to look at the house. By lack of sending a decision maker to assess the situation your company has not and is not acting in good faith to resolve the on-going issue of the siding falling off our home. Regards,[redacted]
We are in receipt of thing from Ms. [redacted]. It is unfortunate that the customer feels as though we have not serviced her properly. The window installation occurred on August 21, in the customer called our office on August 25 to request an inspection. On September 13, a Saturday,...
our technician was scheduled to go out to the customers home. The following Monday, a service part was ordered for their Windows. That part came in on October 16. At that point, the customer was contacted and told that their part had arrived at the warehouse. The customer did not set an appointment at that time. The customer requests only Saturday appointments which are the time of week that or most book for our company. That is, Saturday is the most requested day, thusly, it is typically the most book day of the week. Obviously we can come out to the customers house Monday through Friday, but this is not acceptable for the customer. This would also explain the amount of time that occur between the customer's first call to our office which was on August 25 and the first inspection appointment available being September 13. Our company is currently booked through November for Saturday appointments for service and installation. We spoke with the customer yesterday and again told her that the first Saturday available was on November 15. We are more than happy to come out immediately (within a few days time frame) if the customer is willing to have us come out during a weekday. The customer is currently not set with our service Department. They may call in at any time in order to set their service, but they have to understand that we are working on scheduling and not every single day is immediately available if only one day a week is possible for the client.The other thing that we can do is we can ship parts out to the customer if parts are needed in order to complete the service and they can hire their own handyman at their sole expense in order to do the work if they so choose. Please have the customer either call our office to schedule an appointment or request that their service parts be shipped to them.
Without looking up to see when this spot occurred, we are simply taking you word for it that the installer paced something dirty on your floor. I am sorry, but we cannot authorize (we are assuming that from your message you are requesting that we pay for the carpet cleaners), for you to hire someone to do work that we can easily do ourselves. Please let us know if you would like us to come out, if not, we will consider this closed
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The concern here is that the agreement is not signed by the buyer (nor the seller) so it was not registered as an order. If the client wishes to proceed with the write up, then he should call and speak with [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] The reason about this settlement is because I complain to the Revdex.com if not I would be still waiting .I would never recommend Castle Windows to anyone,Customers are always first to keep good relationship that did not happen to me Am disappointed with the job they did . November 12 ,that will appreciably 1 month that's a long time .Thank you,
We are happy that we are having open discussions with the customer, but what we need to understand is that they have already attempted to damage our reputation. Thusly, there is really nothing else that the client can do further to disparage us. We would be interested in settling with the customer, not because we feel as though we provided any products improperly, but rather to attempt to make the customer happy so that they would remove their remarks. If this is not something that the client is willing to address or participate in then there is no reason to further the discussions as the damage has already been done and the customer wishes not to reverse it. We will however, in the spirit of compromise.we will consider continuing the warranty that the manufactures defect in general service of the products if the client is willing to remove her remarks.Please let us know if this is a possibility and we can finally put this to bed.
Thank you for bringing this customer concerns to our attention. We understand why the customer is very upset, and we have been working our best to receive the product sooner. We show that the parts are due to be delivered today December 22nd, and the customer is set for a service on January 6th,...
2015. If there are any other concerns please do not hesitate to contact us. We are sorry that this is taking longer than expected, but we will get it right
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We apologize for any inconvenience with the scheduling. Currently, the customer is speaking with [redacted] in order to schedule the appointment for a Saturday at his convenience. We have all of the materials necessary to complete the service. Once again, we are sorry if there was any miscommunication or we drop the ball in any manner.