On the initial installation, there where some concerns. Our team went back and serviced the job. At that time, the client signed off that all work was done to satisfaction. [redacted] did speak with the client. The client was given a lifetime guarantee on the Windows. If there's any future service concerned that should arise, the customer simply needs to call our service Department and we will come right out. I believe that in a prior message to the Revdex.com, the client mentioned that there were some photographs of work that is currently not finished. If this is the case, then please have the customer contact us directly so that we can go out and rectify their concerns. The customer states that they did not want us to come out to their house, but they wanted us to pay them monies. However, if the customer has current photographs of work that is not completed, or not completed properly, we would obviously reviewed photographs and go out and correct or remedy any situation regarding the installation. The client has essentially said that they either want paid back money from the job, or they will post photographs of the job online. We would presume that if the customer has photographs that show any subpar work, they were most likely taken prior to us fixing their concerns on the most recent service call at which time the client stated that everything was up to par. This is not how we do business. If there is a concern on the job, we will fix the concern. Obviously, the customer will have to aid us in setting up a convenient time for us to service the job. I hope that this resolves the clients concerns. We are, and always have been willing to extend the lifetime warranty on the Windows. If the client has no further service concerns which they would like to raise it this time, we will consider this complaint closed
Complaint: [redacted]
I am rejecting this response because: They ordered the wrong lock. They ordered a double lock and we do not have a double lock so they now have to order a single lock. We did not request them to change it to single as we don't even have a double lock to begin with. Honestly, what is wrong with this company. For them to accuse us of requesting a different lock is ludicrous! They ordered the wrong lock and now they are trying to blame us! Again, we never had a double lock nor did we request a double lock. They ordered the wrong lock and now they are trying to say we asked for a single lock. We do not have or did we ever have a double lock. Again, they ordered the wrong lock and the gentleman that came out to the house even said they ordered the wrong one. I cannot believe they are trying to blame us for their mistake!
Regards,
[redacted]
Mr. [redacted],We apologize for the mix ups, we've placed a few incorrect orders for the glass packs that you've been expecting. We understand you have referred us to some customers and we are greatly appreciative of that and we hope to remain on a good note with you. We have our manager Bob [redacted],...
who you will be referring to from here on out, working on this case. He has the correct measurements to order two new glass packs for you that we will be ordering today. If there is ever a question or concern please do not hesitate to call, we will do everything we can to make sure you are satisfied. Thank you,Castle Windows
The errors that the customer is experiencing are a result of our company. We apologize for the inconvenience. We do have new product on order and it is due to ship on December 15. After that time, we will review the product and make sure that it is what is needed in order to complete the...
clients job.Again, we are sorry for any inconvenience
The person making this complaint is not a client of Castle Windows. Their information is totally inaccurate. Not only was the patio slider handle ordered, it has already arrived in our warehouse. Being that this person is not even the customer complaining, they may not be aware...
that the customer called back two times after their patio slider was handled and asked us to order parts for two additional Windows. We are waiting for those additional parts to come in to set the appointment.
We are very familiar with this customer's complaint. The customer purchased a number of windows and patio doors from our company. When the salesman went out to the house, he showed her all of the products and showed her a sample working model of both the Windows in the patio sliders. When the...
customer received her patio sliders, she was not happy with the design of the product. However, she got exactly what she had ordered and what she contracted for. There are no existing service concerns on the doors for the Windows whatsoever. Ultimately, the customer called into her office a number of times we explained to her that she had gotten exactly what she ordered. Ultimately, the customer complained enough in and in an attempt to appease her, we offered to allow her to go out and purchase a different style of patio door and we would install those doors instead. We told her that since these are not our products, we would not be able to give her a warranty on them. She became upset at this. She is called here are a number of times, and we expressed to her that she had gotten exactly what she was shown in what she had ordered and what she was shown was the extent of our product line. We've done all that we can in order to accommodate the customer, and it seems as though at this point she is being unreasonable. Setting aside the offer that we made, we find no other way that we can help the customer other than her accepting that she received exactly what she had ordered. Thank you.
Yes, it appears as though Bob has made some headway into resolving this complaint. The reason that we cannot leave it open is because the Revdex.com only allows a certain amount of time to respond to a complaint. So what we should do is leave it go for now, and if you are still unhappy in the future, you can re-open it.
Complaint: [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,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Mold was observed and reported long before siding was changed This was only treated by Castle with sanding and bleaching small surface area. Huge moldy,rotting area now and Last Castle employee felt it was a leak from underneath and would need total replacement of seating and moldy underlaying and realignment of windows---- not replacement This is a huge Health Hazard and we will need to contact the Board of Health and Attorney Generals office if not rectified by Castle as per warranty
Regards,
[redacted]
Thank you for bringing this issue to our attention. Our service manager [redacted] has reached out to the customer and is actively involved in remedying the clients concerned
We apologize if there was a misunderstanding, we were not there at the time of the appointment, and what we do know is that issues with walls that are outside the scope of the window not only are not a part of an agreement, but something we specifically say in agreement that we are not going to touch. If the repairs were outside the scope of the agreement in a our conversation did ensue, we would imagine that this would have been denoted on the agreement. By way of example, if we were replacing your windows in the representative told you that we were giving you a new mailbox, then we would assume that you would write that you are getting a new mailbox in the agreement or at least ask about it somewhere along the process. As you can see, one has nothing to do with the other hand thusly it would probably be something that a homeowner would ask about if they did not see it in the agreement.
Complaint: [redacted]
I am rejecting this response because: Hi [redacted],Thank you in advance for your help. Since sending the 9/16 email to [redacted], we also found a rust spot on our bedroom rug. The rust spot is in the place that the installers from Castle put our air conditioner when they removed it from our window. It appears that protection was not put on the carpet and the unit was not drained before placing the unit on the floor. [redacted] I regret to advise you that Castle Windows did not provide the corrective actions that were agreed to earlier this summer. When the field manager, [redacted] visited our home in early July he showed us the check list from the original installation. The checklist was FORGED by the original installation team! [redacted] agreed that the initials and signatures were not authentic. Rather than make an issue out of the paperwork, we agreed to move forward. (email attached) New windows were installed on 8/27/15. The installation was efficient and neat. The installer did a nice job of keeping the premises clean. This was a major concern with the initial install. The team on 8/27 was careful and eager to do good work. We stated this on the service order we signed that day. ( service order attached) On the service order, we also noted that we still had concerns with the windows. There were numerous problems and we planned to prepare a comprehensive list. It took us a few minutes to realize that in addition to manufacturing issues the wrong windows were installed!!! Our windows are supposed to be 4 panels (on top) over 1 panel (on the bottom). The windows that were installed are 4 on top over 4 on the bottom. These do not match the other windows in our home. We notified Castle within an hour of the installation. (emails attached) Despite being advised in writing, that the wrong windows were installed Castle notified the finance company that we should be billed. When we received a bill, we spoke with [redacted] on the phone and advised him we no longer wished to finance the windows. When the job was complete we would pay in one lump sum. He responded that he was unable to stop the finance agreement. He went to suggest that if we made a payment of $2,000.00, no further bills would be sent until the correct windows were installed to our satisfaction. He also stated that if additional bills were received or interest incurred, prior to completion of the project, Castle Windows would be responsible for costs. Although he made these statements over the phone, he has not confirmed them in writing despite our numerous phone calls and emails. We will not make a $2,000.00 payment without confirmation in writing. At this point we no longer want to finance the windows. [redacted], the finance company who despite being advised and presented with documentation that the job was not completed has started billing us. We have advised [redacted] that we do not want to finance the work. The project has drawn on too long and we want to remove the finance company from the middle. We await their reply. A list of the problems with the current windows along with our relevant emails are attached. Thank you in advance for your attention to this very frustrating situation. [redacted] Thank you in advance. [redacted] & [redacted]
Regards,
[redacted]
We are in receipt of your customer’s complaint [redacted]. Please note that we recently visited the clients’ house and did an inspection of their job. Please also note that the initial installation of the bay window occurred in 2002. The customer is stating that the window was not properly...
flashed and therefore a leak occurred. Please note that the leak is not due to our window. The customer has subsequently replaced their siding and consequently, the siding is not installed properly and water ended up getting into the bay window. This is further supported by the fact that this window remained in the customers’ house for over a decade until we receive the first complaint of any type of water. In any event, despite all of this, our company offered to replace the seat skin of the bay window free of charge. If the Revdex.com would like some photographs of the new siding, we can send those over, but obviously, the customer is well aware that they ended up changing the outside siding on the structure, and therefore disturbed the roof and flashing around the window. In this particular instance, the customer is requesting that we give them a whole new bay window. We are not going to give them a whole new bay window as the problem did not emanate from our installation. Again, we offered to replace seat skin free of charge. If the customer would like a new bay window and they would like to pay for the cost of the window in materials only, we would be open to working that out with them. We will consider this matter closed at this time and we will continue with the service as indicated at our last inspection.
We are so very sorry that we missed this appointment. For some reason, we do not even show this appointment being on our schedule, so it is quite embarrassing that we receive a complaint in regards. Again, we apologize for the inconvenience of the client's time....
We are having [redacted], the director of installation personally reaching out to the customer. He has left two messages for the customer today. Can you please call us today at [redacted] and ask for [redacted] and he will resolve your concerns immediately.
Unfortunately, we do not offer any type of "compensation" if there is a concern over the Windows. The customer is given a warranty, and clearly we stand behind our warranty as we are currently scheduled to go back to the customers house to touch up the chipped paint that they mention. If there are any concerns in the future, we will obviously stand by the warranty. There is no built in "compensation" that clients receive whenever there is a service that needed to be performed on their window. By way of example, if you have a problem with your car and you take it in for warranty work, they don't give you a "compensation bonus" along with fixing the car, they simply fix the car and you pick it back up. The warrantee on her Windows works in a similar fashion.THANK YOU
This installation is not 'pieced together' The threshold is a removable, replaceable, adjustable item. Much the same way a door is interchangeable. Whether to door knob is place on the door on site or at the factory, it is the same process. The door knob can be removed and another style put in its place. The threshold works in a similar manner. We will have someone from the office call the client to discuss this.
On the initial installation, there where some concerns. Our team went back and serviced the job. At that time, the client signed off that all work was done to satisfaction. [redacted] did speak with the client. The client was given a lifetime guarantee on the Windows. If there's any future service concerned that should arise, the customer simply needs to call our service Department and we will come right out. I believe that in a prior message to the Revdex.com, the client mentioned that there were some photographs of work that is currently not finished. If this is the case, then please have the customer contact us directly so that we can go out and rectify their concerns. The customer states that they did not want us to come out to their house, but they wanted us to pay them monies. However, if the customer has current photographs of work that is not completed, or not completed properly, we would obviously reviewed photographs and go out and correct or remedy any situation regarding the installation. The client has essentially said that they either want paid back money from the job, or they will post photographs of the job online. We would presume that if the customer has photographs that show any subpar work, they were most likely taken prior to us fixing their concerns on the most recent service call at which time the client stated that everything was up to par. This is not how we do business. If there is a concern on the job, we will fix the concern. Obviously, the customer will have to aid us in setting up a convenient time for us to service the job. I hope that this resolves the clients concerns. We are, and always have been willing to extend the lifetime warranty on the Windows. If the client has no further service concerns which they would like to raise it this time, we will consider this complaint closed
Complaint: [redacted]
I am rejecting this response because: They ordered the wrong lock. They ordered a double lock and we do not have a double lock so they now have to order a single lock. We did not request them to change it to single as we don't even have a double lock to begin with. Honestly, what is wrong with this company. For them to accuse us of requesting a different lock is ludicrous! They ordered the wrong lock and now they are trying to blame us! Again, we never had a double lock nor did we request a double lock. They ordered the wrong lock and now they are trying to say we asked for a single lock. We do not have or did we ever have a double lock. Again, they ordered the wrong lock and the gentleman that came out to the house even said they ordered the wrong one. I cannot believe they are trying to blame us for their mistake!
Regards,
[redacted]
ok, no problem, we will contact the client direct
Mr. [redacted],We apologize for the mix ups, we've placed a few incorrect orders for the glass packs that you've been expecting. We understand you have referred us to some customers and we are greatly appreciative of that and we hope to remain on a good note with you. We have our manager Bob [redacted],...
who you will be referring to from here on out, working on this case. He has the correct measurements to order two new glass packs for you that we will be ordering today. If there is ever a question or concern please do not hesitate to call, we will do everything we can to make sure you are satisfied. Thank you,Castle Windows
The errors that the customer is experiencing are a result of our company. We apologize for the inconvenience. We do have new product on order and it is due to ship on December 15. After that time, we will review the product and make sure that it is what is needed in order to complete the...
clients job.Again, we are sorry for any inconvenience
The person making this complaint is not a client of Castle Windows. Their information is totally inaccurate. Not only was the patio slider handle ordered, it has already arrived in our warehouse. Being that this person is not even the customer complaining, they may not be aware...
that the customer called back two times after their patio slider was handled and asked us to order parts for two additional Windows. We are waiting for those additional parts to come in to set the appointment.
We are very familiar with this customer's complaint. The customer purchased a number of windows and patio doors from our company. When the salesman went out to the house, he showed her all of the products and showed her a sample working model of both the Windows in the patio sliders. When the...
customer received her patio sliders, she was not happy with the design of the product. However, she got exactly what she had ordered and what she contracted for. There are no existing service concerns on the doors for the Windows whatsoever. Ultimately, the customer called into her office a number of times we explained to her that she had gotten exactly what she ordered. Ultimately, the customer complained enough in and in an attempt to appease her, we offered to allow her to go out and purchase a different style of patio door and we would install those doors instead. We told her that since these are not our products, we would not be able to give her a warranty on them. She became upset at this. She is called here are a number of times, and we expressed to her that she had gotten exactly what she was shown in what she had ordered and what she was shown was the extent of our product line. We've done all that we can in order to accommodate the customer, and it seems as though at this point she is being unreasonable. Setting aside the offer that we made, we find no other way that we can help the customer other than her accepting that she received exactly what she had ordered. Thank you.
Yes, it appears as though Bob has made some headway into resolving this complaint. The reason that we cannot leave it open is because the Revdex.com only allows a certain amount of time to respond to a complaint. So what we should do is leave it go for now, and if you are still unhappy in the future, you can re-open it.
Complaint: [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,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Mold was observed and reported long before siding was changed This was only treated by Castle with sanding and bleaching small surface area. Huge moldy,rotting area now and Last Castle employee felt it was a leak from underneath and would need total replacement of seating and moldy underlaying and realignment of windows---- not replacement This is a huge Health Hazard and we will need to contact the Board of Health and Attorney Generals office if not rectified by Castle as per warranty
Regards,
[redacted]
Thank you for bringing this issue to our attention. Our service manager [redacted] has reached out to the customer and is actively involved in remedying the clients concerned
We apologize if there was a misunderstanding, we were not there at the time of the appointment, and what we do know is that issues with walls that are outside the scope of the window not only are not a part of an agreement, but something we specifically say in agreement that we are not going to touch. If the repairs were outside the scope of the agreement in a our conversation did ensue, we would imagine that this would have been denoted on the agreement. By way of example, if we were replacing your windows in the representative told you that we were giving you a new mailbox, then we would assume that you would write that you are getting a new mailbox in the agreement or at least ask about it somewhere along the process. As you can see, one has nothing to do with the other hand thusly it would probably be something that a homeowner would ask about if they did not see it in the agreement.
Complaint: [redacted]
I am rejecting this response because: Hi [redacted],Thank you in advance for your help. Since sending the 9/16 email to [redacted], we also found a rust spot on our bedroom rug. The rust spot is in the place that the installers from Castle put our air conditioner when they removed it from our window. It appears that protection was not put on the carpet and the unit was not drained before placing the unit on the floor. [redacted] I regret to advise you that Castle Windows did not provide the corrective actions that were agreed to earlier this summer. When the field manager, [redacted] visited our home in early July he showed us the check list from the original installation. The checklist was FORGED by the original installation team! [redacted] agreed that the initials and signatures were not authentic. Rather than make an issue out of the paperwork, we agreed to move forward. (email attached) New windows were installed on 8/27/15. The installation was efficient and neat. The installer did a nice job of keeping the premises clean. This was a major concern with the initial install. The team on 8/27 was careful and eager to do good work. We stated this on the service order we signed that day. ( service order attached) On the service order, we also noted that we still had concerns with the windows. There were numerous problems and we planned to prepare a comprehensive list. It took us a few minutes to realize that in addition to manufacturing issues the wrong windows were installed!!! Our windows are supposed to be 4 panels (on top) over 1 panel (on the bottom). The windows that were installed are 4 on top over 4 on the bottom. These do not match the other windows in our home. We notified Castle within an hour of the installation. (emails attached) Despite being advised in writing, that the wrong windows were installed Castle notified the finance company that we should be billed. When we received a bill, we spoke with [redacted] on the phone and advised him we no longer wished to finance the windows. When the job was complete we would pay in one lump sum. He responded that he was unable to stop the finance agreement. He went to suggest that if we made a payment of $2,000.00, no further bills would be sent until the correct windows were installed to our satisfaction. He also stated that if additional bills were received or interest incurred, prior to completion of the project, Castle Windows would be responsible for costs. Although he made these statements over the phone, he has not confirmed them in writing despite our numerous phone calls and emails. We will not make a $2,000.00 payment without confirmation in writing. At this point we no longer want to finance the windows. [redacted], the finance company who despite being advised and presented with documentation that the job was not completed has started billing us. We have advised [redacted] that we do not want to finance the work. The project has drawn on too long and we want to remove the finance company from the middle. We await their reply. A list of the problems with the current windows along with our relevant emails are attached. Thank you in advance for your attention to this very frustrating situation. [redacted] Thank you in advance. [redacted] & [redacted]
Regards,
[redacted]
We are in receipt of your customer’s complaint [redacted]. Please note that we recently visited the clients’ house and did an inspection of their job. Please also note that the initial installation of the bay window occurred in 2002. The customer is stating that the window was not properly...
flashed and therefore a leak occurred. Please note that the leak is not due to our window. The customer has subsequently replaced their siding and consequently, the siding is not installed properly and water ended up getting into the bay window. This is further supported by the fact that this window remained in the customers’ house for over a decade until we receive the first complaint of any type of water. In any event, despite all of this, our company offered to replace the seat skin of the bay window free of charge. If the Revdex.com would like some photographs of the new siding, we can send those over, but obviously, the customer is well aware that they ended up changing the outside siding on the structure, and therefore disturbed the roof and flashing around the window. In this particular instance, the customer is requesting that we give them a whole new bay window. We are not going to give them a whole new bay window as the problem did not emanate from our installation. Again, we offered to replace seat skin free of charge. If the customer would like a new bay window and they would like to pay for the cost of the window in materials only, we would be open to working that out with them. We will consider this matter closed at this time and we will continue with the service as indicated at our last inspection.
We are so very sorry that we missed this appointment. For some reason, we do not even show this appointment being on our schedule, so it is quite embarrassing that we receive a complaint in regards. Again, we apologize for the inconvenience of the client's time....
We are having [redacted], the director of installation personally reaching out to the customer. He has left two messages for the customer today. Can you please call us today at [redacted] and ask for [redacted] and he will resolve your concerns immediately.
We spoke with the customer in it seems as though we came to a resolution on this.
Complaint: [redacted]
The outcome of the meeting will determine whether or not we are satisfied.
Regards,
[redacted]
ok
Unfortunately, we do not offer any type of "compensation" if there is a concern over the Windows. The customer is given a warranty, and clearly we stand behind our warranty as we are currently scheduled to go back to the customers house to touch up the chipped paint that they mention. If there are any concerns in the future, we will obviously stand by the warranty. There is no built in "compensation" that clients receive whenever there is a service that needed to be performed on their window. By way of example, if you have a problem with your car and you take it in for warranty work, they don't give you a "compensation bonus" along with fixing the car, they simply fix the car and you pick it back up. The warrantee on her Windows works in a similar fashion.THANK YOU
This installation is not 'pieced together' The threshold is a removable, replaceable, adjustable item. Much the same way a door is interchangeable. Whether to door knob is place on the door on site or at the factory, it is the same process. The door knob can be removed and another style put in its place. The threshold works in a similar manner. We will have someone from the office call the client to discuss this.