I think that we need to see what the client is comfortable with as far as payments and what was quoted We think that we shoudl call the client and review this with them
We show that there were additional parts needed to complete this serviceThose parts are currently on order and have a ship date of October to leave the factoryWhen they arrive in the warehouse, we will review the parts and then contact the client to schedule a service call
With the Revdex.com, a response is required within a certain timeframe from the companyThat timeframe in which a response is required is shorter than the time until the service date Therefore, we must respond to the Revdex.com complaint so that they know that there is currently a resolution being worked out.We are fully aware that the service date has not passed, however, a response is still required by the Revdex.comI hope that this clarifies everything
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 touchIf 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 agreementBy 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 processAs 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: 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]
Yes, the Revdex.com website is very cumbersome and it is very difficult to deal with attachments and photographsI 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 timeThis being said, it's probably better and more efficient for us to e-mail back and forth through our e-mailsIf 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-mailExpect an e-mail from the following address--- [redacted] Hopefully we can come to some type of solution on this that make you happy
We are going to call the customer and see if we can go out there and help them with their blindsThis has been a few years ago as the customer stated, so hopefully everything fitsIf the blinds fit, we'll put them back
Complaint: [redacted] I am rejecting this response because: It is untrue They set up one apptwhere we had to cancel and the other two times the man never showed up so they are wrong They are just trying to cover themselves They also told us 10/and then 10/16, and now 10/which I will wait and see if they show up Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am not rejecting the response...I just want to clarify a few points I will not give up my right to any future claims against Castle I do, however, agree to relinquish our right to any claim relating to the deceptive sales method that resulted in the sale of these doors in return for the $ If, in the future, any defect in the manufacturing or installation of the windows or doors come to light we will still maintain our right to the promised lifetime warranty and the right to any claim that may result from future product or service issue that was not addressed or noted at this time Additionally, I agree to amend reviews to reflect the nature of our agreement and your attempt at resolving the issues The next issue is the issue of the improper charging of our credit card without our authorization It was never our intent to have the final balance put on the card that Castle used and they should never have kept that card number on file I would like to have the credit made to the [redacted] that was used and the discounted balance to be made to a card that [redacted] will call in with today To summarize, $10,will be credited to our [redacted] and $9,will be charged to the [redacted] that will be provided Once this is complete I will drop the issue It is sad that your company can have a deceptive salesman, installers that break items and do not acknowledge it, a billing department that illegally maintains private credit card information and lies to credit card companies to get their money, employees that take months to resolve an issue and managers that use threats to try to resolve disputes and you can still believe that you did nothing wrong This whole series of incidents were not only bad service but at times crossed the line to illegal with the threats, lies and credit card fraud The behavior of your company and staff should be more closely monitored and you should not be flippant about the seriousness of these issues You may be able to intimidate others into tolerating this but you will not always be so lucky and others may go even further than I did 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 reference to complaint ID [redacted] , and find that this response is correctA worker did show up on 12/10/and did all the repairs requestedWe will watch the area closely to see if the repairs hold upI do not think the company handled this process well--over months delay is unreasonable to wait for repairsThe workers who actually showed up were quite courteous, but the folks at headquarters were uncooperative Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: To begin I would like to point out that they did not even address the issue of the threats made by their staffIt is completely unprofessional to make threats to expose a customer's private information because you are unable to deliver on what your salesman had promised Honestly, the snide condescending manner in which the threat was delivered has made me and my husband very uncomfortable and I would be remiss to not bring these guerrilla tacticsto light No customer should have to decide between their safety and having delivery of a product that was ordered for a tremendous amount of money.To address their claim that I got what I ordered I would like to point out that this is a bdization of the facts Their salesman did not show me the product fully He showed us the door corner but neglected to show us the track We had shown him our existing track and made it clear that we did not want a track like that one In fact, their track is exactly the same We were deceived into purchasing the doors and although they are correct that I did get what I ordered the deception made it impossible to know what we were ordering We assumed that the salesman was going to be honest Additionally, they did not install the door correctly and installed a lock in the wrong place While a replacement door is a start the problem is that they are now refusing a warranty which is part of the sale of the door they had sold us They are not offering what the salesman told us we were getting since now I have to choose between the doors I was promised or the warranty I was promised The salesman even came back to my home and admitted to having the conversation regarding the track but didn't have an answer as to why he thought I would decide to go ahead with the project when their doors are exactly the same as the track that we had told him we hated I want to have the door and the warranty that I was promised but since their salesman lied I know that this is not possible since they do not manufacture a door this style I do not believe I should be made to pay for items that I was deceived into ordering When weighing the options I believe that I would prefer to have the warranty but since I am just giving in to a product I would have never ordered if I was tricked I do not believe that they deserve to be paid for a sub par product I tried for weeks to work with them but they were constantly promising they could fix the door or give me the track I wanted when this was never the case I believe that they simply tried to delay the process so I would get fed up and give up (which after doing may searches I can see they have done to countless other customers) Regards, [redacted]
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]
Thank you for taking the time to send this customer complaint over to our companyWe have in fact, been in communication with customers and this is the information that we have reviewedThe customer purchased white Windows and also white capping around the Windows(This is what the customer is referring to as PVC) Please note, that the 'PVC" has been installed according to contract, however the customer is stating that they now wish to have a different colorIt does not appear is though the customer is disputing what they contracted forThey seem to be more upset about the price in order to change the job to a different color.Please note that we received Association approval to install the products that we had contracted with the clientThe client was given a price of $to remove the old capping and installed the new capWe understand that the customer may be frustrated, but the materials used in the labor do represent an expense to our company and these are not things that were contractedHowever, in the spirit of compromise, what we suggest we do is to split the cost with the customer 50/Instead of charging the customer we suggest that we charge them $to do this work Please note that at this point, we will be doing the installation at a loss, but we feel as though in order to keep the customer's goodwill, we would be willing to do so
Thank you for bringing this issue to our attentionOur service manager [redacted] has reached out to the customer and is actively involved in remedying the clients concerned
Complaint: [redacted] I am rejecting this response because: the issue of refund and windows replacement rejection are not addressed 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 reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After four months--and the possession of our full payment-- Castle has finally finished the workThe job should have been done professionally to begin with and has used a great deal of my time to rectify the poor quality and has caused inconvenienceWe will not be using Castle's services in the future.The afternoon the work was done, Castle called twice--once to solicit our business!!! and the second time to check on our satisfactionWe were not home,so Castle called the next morning BEFORE A.Mto see if we were happyPlace us on the "Do not call" list immediately 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 jobPlease also note that the initial installation of the bay window occurred in The customer is stating that the window was not properly flashed and therefore a leak occurredPlease note that the leak is not due to our windowThe customer has subsequently replaced their siding and consequently, the siding is not installed properly and water ended up getting into the bay windowThis 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 waterIn any event, despite all of this, our company offered to replace the seat skin of the bay window free of chargeIf 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 windowIn this particular instance, the customer is requesting that we give them a whole new bay windowWe are not going to give them a whole new bay window as the problem did not emanate from our installationAgain, we offered to replace seat skin free of chargeIf 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 themWe will consider this matter closed at this time and we will continue with the service as indicated at our last inspection
Thank you for the information, we have contacted the client and resolved their concerns
I think that we need to see what the client is comfortable with as far as payments and what was quoted We think that we shoudl call the client and review this with them
We show that there were additional parts needed to complete this serviceThose parts are currently on order and have a ship date of October to leave the factoryWhen they arrive in the warehouse, we will review the parts and then contact the client to schedule a service call
With the Revdex.com, a response is required within a certain timeframe from the companyThat timeframe in which a response is required is shorter than the time until the service date Therefore, we must respond to the Revdex.com complaint so that they know that there is currently a resolution being worked out.We are fully aware that the service date has not passed, however, a response is still required by the Revdex.comI hope that this clarifies everything
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 touchIf 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 agreementBy 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 processAs 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: 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]
Yes, the Revdex.com website is very cumbersome and it is very difficult to deal with attachments and photographsI 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 timeThis being said, it's probably better and more efficient for us to e-mail back and forth through our e-mailsIf 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-mailExpect an e-mail from the following address--- [redacted] Hopefully we can come to some type of solution on this that make you happy
We are going to call the customer and see if we can go out there and help them with their blindsThis has been a few years ago as the customer stated, so hopefully everything fitsIf the blinds fit, we'll put them back
We apologize for the frustrating matterIt is our intent to fix any concerns that you may have on November 8th
Complaint: [redacted] I am rejecting this response because: It is untrue They set up one apptwhere we had to cancel and the other two times the man never showed up so they are wrong They are just trying to cover themselves They also told us 10/and then 10/16, and now 10/which I will wait and see if they show up Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am not rejecting the response...I just want to clarify a few points I will not give up my right to any future claims against Castle I do, however, agree to relinquish our right to any claim relating to the deceptive sales method that resulted in the sale of these doors in return for the $ If, in the future, any defect in the manufacturing or installation of the windows or doors come to light we will still maintain our right to the promised lifetime warranty and the right to any claim that may result from future product or service issue that was not addressed or noted at this time Additionally, I agree to amend reviews to reflect the nature of our agreement and your attempt at resolving the issues The next issue is the issue of the improper charging of our credit card without our authorization It was never our intent to have the final balance put on the card that Castle used and they should never have kept that card number on file I would like to have the credit made to the [redacted] that was used and the discounted balance to be made to a card that [redacted] will call in with today To summarize, $10,will be credited to our [redacted] and $9,will be charged to the [redacted] that will be provided Once this is complete I will drop the issue It is sad that your company can have a deceptive salesman, installers that break items and do not acknowledge it, a billing department that illegally maintains private credit card information and lies to credit card companies to get their money, employees that take months to resolve an issue and managers that use threats to try to resolve disputes and you can still believe that you did nothing wrong This whole series of incidents were not only bad service but at times crossed the line to illegal with the threats, lies and credit card fraud The behavior of your company and staff should be more closely monitored and you should not be flippant about the seriousness of these issues You may be able to intimidate others into tolerating this but you will not always be so lucky and others may go even further than I did 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 reference to complaint ID [redacted] , and find that this response is correctA worker did show up on 12/10/and did all the repairs requestedWe will watch the area closely to see if the repairs hold upI do not think the company handled this process well--over months delay is unreasonable to wait for repairsThe workers who actually showed up were quite courteous, but the folks at headquarters were uncooperative Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: To begin I would like to point out that they did not even address the issue of the threats made by their staffIt is completely unprofessional to make threats to expose a customer's private information because you are unable to deliver on what your salesman had promised Honestly, the snide condescending manner in which the threat was delivered has made me and my husband very uncomfortable and I would be remiss to not bring these guerrilla tacticsto light No customer should have to decide between their safety and having delivery of a product that was ordered for a tremendous amount of money.To address their claim that I got what I ordered I would like to point out that this is a b
dization of the facts Their salesman did not show me the product fully He showed us the door corner but neglected to show us the track We had shown him our existing track and made it clear that we did not want a track like that one In fact, their track is exactly the same We were deceived into purchasing the doors and although they are correct that I did get what I ordered the deception made it impossible to know what we were ordering We assumed that the salesman was going to be honest Additionally, they did not install the door correctly and installed a lock in the wrong place While a replacement door is a start the problem is that they are now refusing a warranty which is part of the sale of the door they had sold us They are not offering what the salesman told us we were getting since now I have to choose between the doors I was promised or the warranty I was promised The salesman even came back to my home and admitted to having the conversation regarding the track but didn't have an answer as to why he thought I would decide to go ahead with the project when their doors are exactly the same as the track that we had told him we hated I want to have the door and the warranty that I was promised but since their salesman lied I know that this is not possible since they do not manufacture a door this style I do not believe I should be made to pay for items that I was deceived into ordering When weighing the options I believe that I would prefer to have the warranty but since I am just giving in to a product I would have never ordered if I was tricked I do not believe that they deserve to be paid for a sub par product I tried for weeks to work with them but they were constantly promising they could fix the door or give me the track I wanted when this was never the case I believe that they simply tried to delay the process so I would get fed up and give up (which after doing may searches I can see they have done to countless other customers) Regards, [redacted]
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]
Thank you for taking the time to send this customer complaint over to our companyWe have in fact, been in communication with customers and this is the information that we have reviewedThe customer purchased white Windows and also white capping around the Windows(This is what the customer is referring to as PVC) Please note, that the 'PVC" has been installed according to contract, however the customer is stating that they now wish to have a different colorIt does not appear is though the customer is disputing what they contracted forThey seem to be more upset about the price in order to change the job to a different color.Please note that we received Association approval to install the products that we had contracted with the clientThe client was given a price of $to remove the old capping and installed the new capWe understand that the customer may be frustrated, but the materials used in the labor do represent an expense to our company and these are not things that were contractedHowever, in the spirit of compromise, what we suggest we do is to split the cost with the customer 50/Instead of charging the customer we suggest that we charge them $to do this work Please note that at this point, we will be doing the installation at a loss, but we feel as though in order to keep the customer's goodwill, we would be willing to do so
Thank you for bringing this issue to our attentionOur service manager [redacted] has reached out to the customer and is actively involved in remedying the clients concerned
Complaint: [redacted] I am rejecting this response because: the issue of refund and windows replacement rejection are not addressed Regards, [redacted]
OK, we will send out a check to client
[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 After four months--and the possession of our full payment-- Castle has finally finished the workThe job should have been done professionally to begin with and has used a great deal of my time to rectify the poor quality and has caused inconvenienceWe will not be using Castle's services in the future.The afternoon the work was done, Castle called twice--once to solicit our business!!! and the second time to check on our satisfactionWe were not home,so Castle called the next morning BEFORE A.Mto see if we were happyPlace us on the "Do not call" list immediately 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 jobPlease also note that the initial installation of the bay window occurred in The customer is stating that the window was not properly flashed and therefore a leak occurredPlease note that the leak is not due to our windowThe customer has subsequently replaced their siding and consequently, the siding is not installed properly and water ended up getting into the bay windowThis 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 waterIn any event, despite all of this, our company offered to replace the seat skin of the bay window free of chargeIf 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 windowIn this particular instance, the customer is requesting that we give them a whole new bay windowWe are not going to give them a whole new bay window as the problem did not emanate from our installationAgain, we offered to replace seat skin free of chargeIf 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 themWe will consider this matter closed at this time and we will continue with the service as indicated at our last inspection