Complaint: [redacted] I am rejecting this response because:I would like to discuss the dates of the occurrencesOnce the windows were installed I called Castle windows on August 23rd to let them know that there were issues and a date was set for someone to come outNever was I informed that it was just to inspect the issuesHowever the gentleman sent was late and I had to call the office to see when he would arrive which was finally at 4:30pm - 1/hrs after the stated time of arrivalNo one has ever called me from that office since that appointmentI have been the one calling to find out what was going onOnce every week for weeks and had nothing but the run aroundMy husband and I can not afford to take off work for Castle windows to come fix mistakes that should have never happened in the first placeUntil yesterday when I wrote to the Revdex.com did I get a call from [redacted] the manager of installation on October 23rd in the morning [redacted] and I spoke for a while and he promised that the problems would be fixed on November 8th between 9am and 10amSo if you would like me to except a response from your company then please make sure you state the facts because I have phone records of all the calls inbound and outboundI would also like my conversation with [redacted] this morning stating what was discussed, and promised as a resolution verbally on the phone in writing I appreciate your response Thank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I called the company twice and the 1st time was told the individual was not available to speak with The 2nd time was Friday, 12/5/and after minutes of waiting, I was told the managers were not available but my paperwork would be given to them I have no faith in Castle Windows or their lifetime warranties Their workers do subpar work and I'm not losing anymore time from work to let them mess up things further If they want to see pictures of the obvious poor workmanship, I would be glad to show them As I said before, I rather settle this matter sooner (out of court) than later (at court) Just call me and let get it settled so we are both happy Believe me they would be embarrassed to say they paid thousands of dollars for this type of work An independent contractor also agrees that it is subpar for a company that claims to be a window people company with the top remodeler award Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: We specifically asked if there would be a problem in replacing the bathroom glass blocks with a window We were advised on occasions that it would not be a problem It is since it is leaking If Castle windows is willing to replace the double hung with a window that is stationary (can't open) at their cost, we would be agreeable to this resolution I also suspect that the window is leaking more than just outside I suspect that it also affected the interior wall This type of window should never have been installed on a wall with a shower Regards, [redacted]
chris, after looking at the customers complaint we sold the customer a double hung window inside of the shower,we ran a service to look at the window on novemeber reported as a window leakwhat we found was water was getting onto the window sill most likley at the meeting rail area and I would think at the tilt latch however the water is not coming back inside it is exiting thru the weep holes under the screen (which is the way its supposed to go)in speaking with john who spoke with the customer he is unhappy that the water is running down the capping and wall on outside,the only other solution is to pull window out and put in a deadlite The window is acting as designed, so the only solution woudl be to change the design Please let us know what the client woudl like to dothanks ed
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 WindowsIf there's any future service concerned that should arise, the customer simply needs to call our service Department and we will come right outI believe that in a prior message to the Revdex.com, the client mentioned that there were some photographs of work that is currently not finishedIf this is the case, then please have the customer contact us directly so that we can go out and rectify their concernsThe customer states that they did not want us to come out to their house, but they wanted us to pay them moniesHowever, 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 installationThe 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 parThis is not how we do businessIf there is a concern on the job, we will fix the concernObviously, 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 concernsWe 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
[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 Cudos to Castle / [redacted] Windows Operations Manager [redacted] Thank You for your prompt attention to my issueThe resolution is quite satisfactory - ordering full screens for our windows so we may fully enjoy all of the special features these windows offerI do hope that your sales professionals will take this information and start assuming the sale of full screens and how they enhance the window features 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 properlyThe window installation occurred on August 21, in the customer called our office on August to request an inspectionOn September 13, a Saturday, our technician was scheduled to go out to the customers homeThe following Monday, a service part was ordered for their WindowsThat part came in on October At that point, the customer was contacted and told that their part had arrived at the warehouseThe customer did not set an appointment at that timeThe customer requests only Saturday appointments which are the time of week that or most book for our companyThat is, Saturday is the most requested day, thusly, it is typically the most book day of the weekObviously we can come out to the customers house Monday through Friday, but this is not acceptable for the customerThis would also explain the amount of time that occur between the customer's first call to our office which was on August and the first inspection appointment available being September Our company is currently booked through November for Saturday appointments for service and installationWe spoke with the customer yesterday and again told her that the first Saturday available was on November 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 weekdayThe customer is currently not set with our service DepartmentThey 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 choosePlease have the customer either call our office to schedule an appointment or request that their service parts be shipped to them
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 areaHuge 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]
We understand the customer is frustrated with the process of our companyHowever, here are the facts of the issueAfter the installation of products, the customer called and asked for service on his doorsOn THREE occasions, the customer set a service appointment and after our service technician drove out to the house, the customer no showed for the appointmentAfter the third occurrence, we told the customer that we would be willing to come out to their house as long as they covered cost of the service technician coming out to the house Eventually the customer argued his point with our company and we agreed to waive the service chargesAn appointment was set for October After setting the appointment with the customer, we received a Revdex.com complaint.We feel as though we acted in the best interest of the client and do not understand why we are receiving a Revdex.com complaint We have not yet decided whether we are going to contact the customer and reimplement the charge, but certainly we did not feel as though we should have a complaint against our record for this matter
Unfortunately, we do not offer any type of "compensation" if there is a concern over the WindowsThe 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 mentionIf there are any concerns in the future, we will obviously stand by the warrantyThere is no built in "compensation" that clients receive whenever there is a service that needed to be performed on their windowBy 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 upThe warrantee on her Windows works in a similar fashion.THANK YOU
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 earsOur 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]
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]
To Whom It May Concern,I am contacting you in regards to the complaint of [redacted] The customer signed a contract on March 16th 2015, in the contract it states that the customer has a day rescission period to cancelThe customer had until midnight of 3/19/to cancel the agreement they attempted to cancel the order on March 23rd For that reason we hold the customer legally bound to the agreement
We are aware of the customers concern and we apologize for the inconvenienceThe 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
The customer has screens on order with our companyThe client has been a customer of over since it we have serviced them on several occasions-- it's odd that they would make a complaint that the warrantee does not hold up.We are sorry for any inconvenience, but we are fully abreast of the customers concerns
Complaint: [redacted] I am rejecting this response because:I would like to discuss the dates of the occurrencesOnce the windows were installed I called Castle windows on August 23rd to let them know that there were issues and a date was set for someone to come outNever was I informed that it was just to inspect the issuesHowever the gentleman sent was late and I had to call the office to see when he would arrive which was finally at 4:30pm - 1/hrs after the stated time of arrivalNo one has ever called me from that office since that appointmentI have been the one calling to find out what was going onOnce every week for weeks and had nothing but the run aroundMy husband and I can not afford to take off work for Castle windows to come fix mistakes that should have never happened in the first placeUntil yesterday when I wrote to the Revdex.com did I get a call from [redacted] the manager of installation on October 23rd in the morning [redacted] and I spoke for a while and he promised that the problems would be fixed on November 8th between 9am and 10amSo if you would like me to except a response from your company then please make sure you state the facts because I have phone records of all the calls inbound and outboundI would also like my conversation with [redacted] this morning stating what was discussed, and promised as a resolution verbally on the phone in writing I appreciate your response Thank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I called the company twice and the 1st time was told the individual was not available to speak with The 2nd time was Friday, 12/5/and after minutes of waiting, I was told the managers were not available but my paperwork would be given to them I have no faith in Castle Windows or their lifetime warranties Their workers do subpar work and I'm not losing anymore time from work to let them mess up things further If they want to see pictures of the obvious poor workmanship, I would be glad to show them As I said before, I rather settle this matter sooner (out of court) than later (at court) Just call me and let get it settled so we are both happy Believe me they would be embarrassed to say they paid thousands of dollars for this type of work An independent contractor also agrees that it is subpar for a company that claims to be a window people company with the top remodeler award Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: We specifically asked if there would be a problem in replacing the bathroom glass blocks with a window We were advised on occasions that it would not be a problem It is since it is leaking If Castle windows is willing to replace the double hung with a window that is stationary (can't open) at their cost, we would be agreeable to this resolution I also suspect that the window is leaking more than just outside I suspect that it also affected the interior wall This type of window should never have been installed on a wall with a shower Regards, [redacted]
chris, after looking at the customers complaint we sold the customer a double hung window inside of the shower,we ran a service to look at the window on novemeber reported as a window leakwhat we found was water was getting onto the window sill most likley at the meeting rail area and I would think at the tilt latch however the water is not coming back inside it is exiting thru the weep holes under the screen (which is the way its supposed to go)in speaking with john who spoke with the customer he is unhappy that the water is running down the capping and wall on outside,the only other solution is to pull window out and put in a deadlite The window is acting as designed, so the only solution woudl be to change the design Please let us know what the client woudl like to dothanks ed
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 WindowsIf there's any future service concerned that should arise, the customer simply needs to call our service Department and we will come right outI believe that in a prior message to the Revdex.com, the client mentioned that there were some photographs of work that is currently not finishedIf this is the case, then please have the customer contact us directly so that we can go out and rectify their concernsThe customer states that they did not want us to come out to their house, but they wanted us to pay them moniesHowever, 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 installationThe 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 parThis is not how we do businessIf there is a concern on the job, we will fix the concernObviously, 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 concernsWe 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
[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 Cudos to Castle / [redacted] Windows Operations Manager [redacted] Thank You for your prompt attention to my issueThe resolution is quite satisfactory - ordering full screens for our windows so we may fully enjoy all of the special features these windows offerI do hope that your sales professionals will take this information and start assuming the sale of full screens and how they enhance the window features 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 properlyThe window installation occurred on August 21, in the customer called our office on August to request an inspectionOn September 13, a Saturday, our technician was scheduled to go out to the customers homeThe following Monday, a service part was ordered for their WindowsThat part came in on October At that point, the customer was contacted and told that their part had arrived at the warehouseThe customer did not set an appointment at that timeThe customer requests only Saturday appointments which are the time of week that or most book for our companyThat is, Saturday is the most requested day, thusly, it is typically the most book day of the weekObviously we can come out to the customers house Monday through Friday, but this is not acceptable for the customerThis would also explain the amount of time that occur between the customer's first call to our office which was on August and the first inspection appointment available being September Our company is currently booked through November for Saturday appointments for service and installationWe spoke with the customer yesterday and again told her that the first Saturday available was on November 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 weekdayThe customer is currently not set with our service DepartmentThey 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 choosePlease have the customer either call our office to schedule an appointment or request that their service parts be shipped to them
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 areaHuge 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]
We understand the customer is frustrated with the process of our companyHowever, here are the facts of the issueAfter the installation of products, the customer called and asked for service on his doorsOn THREE occasions, the customer set a service appointment and after our service technician drove out to the house, the customer no showed for the appointmentAfter the third occurrence, we told the customer that we would be willing to come out to their house as long as they covered cost of the service technician coming out to the house Eventually the customer argued his point with our company and we agreed to waive the service chargesAn appointment was set for October After setting the appointment with the customer, we received a Revdex.com complaint.We feel as though we acted in the best interest of the client and do not understand why we are receiving a Revdex.com complaint We have not yet decided whether we are going to contact the customer and reimplement the charge, but certainly we did not feel as though we should have a complaint against our record for this matter
Unfortunately, we do not offer any type of "compensation" if there is a concern over the WindowsThe 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 mentionIf there are any concerns in the future, we will obviously stand by the warrantyThere is no built in "compensation" that clients receive whenever there is a service that needed to be performed on their windowBy 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 upThe warrantee on her Windows works in a similar fashion.THANK YOU
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 earsOur 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]
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]
We apologize if our information is not correctCan you please provide us with a current list of the concerns of that we can deal with them accordingly?
We spoke with the customer in it seems as though we came to a resolution on this
ok, I guess we will just type back and forth each day
To Whom It May Concern,I am contacting you in regards to the complaint of [redacted] The customer signed a contract on March 16th 2015, in the contract it states that the customer has a day rescission period to cancelThe customer had until midnight of 3/19/to cancel the agreement they attempted to cancel the order on March 23rd For that reason we hold the customer legally bound to the agreement
The job is being servicd todayWe are confident that everythign should work out
We are aware of the customers concern and we apologize for the inconvenienceThe 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
I show that we resolved all service concerns for the client on 11-14-14***
The customer has screens on order with our companyThe client has been a customer of over since it we have serviced them on several occasions-- it's odd that they would make a complaint that the warrantee does not hold up.We are sorry for any inconvenience, but we are fully abreast of the customers concerns