Horrible customer service!!! Did not have a very good rating when I went to Angie's List however, they called first. The lady that answered the phone asked a few questions and after telling her it was a rental property she said that they don't have a license or insurance to work on rentals. So then after telling her that I lived there (just to get them to come out and give me a quote) she then told me that ALL homeowners needed to be present. WTF??? They really don't want your money!!!
MT LAUREL, NEW JERSEY -- Castle Windows installed a lovely 3 casement window to replace my 25 yr old bay window which had a fogged up center window for probably 20 yrs. The installation was done in 4 hours, looked beautiful. Clean up was thorough and workers polite and helpful. Who could ask for more? I give Castle Windows 5 stars!
MT LAUREL, NEW JERSEY -- First, let me say that I've worked in the Construction Industry all my life…most currently as a Project Manager so I'm not a naive person who knows nothing about windows or their installation. I'm at a point in my life where it benefits me to have other people do work for me that in the past I would have done myself. I'm also the type of person who never seems to have the time nor desire to give product or company reviews but this time I felt compelled to let others know about my experience.
We had a large window that we wanted to replace in the front of our home. It's approximately 10' wide by 4' high. I requested an in home sales consultation from Castle Windows, “The Window People” located at 109 Gaither Dr., Unit 309, Mt Laurel, NJ 08054 and 17 Brenneman Circle, Suite A, Mechanicsburg, PA 17050. A Castle Window sales consultant came to our home (15 minutes late) on October 3, 2015 after postponing his originally scheduled appointment from the day before. We decided to go with Castle Windows to have a replacement window unit installed.
The sales consultant said the replacement unit would be installed in approximately 6 weeks but that he'd try to expedite it and have it installed in 5 weeks. I gave the sales consultant a check for $700 as a down payment. He didn't have the contract forms that he needed but said if I didn't mind he'd mail me one in a couple of days and if I'd just complete the form where indicated and put it back in the mail we'd be good to go. After the first week of not receiving this contract as promised and no contact whatsoever from their joke of a salesman, I called Castle Windows to ask what was going on.
Let me just say that Castle Windows' offices/customer service turned out to be as big of a circus as the clown they sent to my home. Customer service reps on several occasions said they'd have a manager call me but the calls never came. After about a week of chasing Castle Windows to try to give them my business (now two weeks had gone by and my order's still not in Castle Windows' “system”) I get a call from **, Castle's Sales Consultant. He said he'd hand deliver the contract and we'd get this straightened out. He never showed up…no call, no anything…he just never showed.
I chased Castle and ** the sales representative some more to try to give them my business. Finally, after about three weeks after the original sales consultation in my home on October 3, 2015, I get a call from a Castle Window representative who sets an appointment with me in a few days for one of their men to come to my home to measure for the window unit. The day of this appointment I get a call that the appointment would have to be rescheduled for the next day (seeing a pattern here? Initial sales consultation was rescheduled and now measurement appointment was too).
We came home later that same day to find a contract form filled out by ** lying on our breezeway. As I started to review the contract I noticed that my name was spelled wrong. After all the calls you'd think they'd be able to spell my last name correctly…especially since they had my check in their possession for the last three weeks! Oh well, I was still willing to continue with the transaction if nothing else pops up…and then it does…at the end of the contract I see a fill in the blank of “Estimated Installation Date”. ** has handwritten in this field “January, 2016”!! The last time I looked at a calendar January is not 5-6 weeks past Oct. 3rd.
By that point, Castle Windows had wasted enough of my time. My confidence in them was shattered… I mean, if I have to chase a company like this just to get a signed contract with them to get them started, what will I go through to get the window installed?? And I can't imagine the hassle I'd be put through if I had to contact them with a warranty issue!! No thanks Castle! I cancelled my check and called Castle Windows to tell them not to bother sending their measurement guy. They proceeded to tell me that I'd have to follow some cancellation procedure and they'd have one of their managers call me.
I said I don't have to do anything… I have no signed contract with Castle Windows and I've cancelled the down payment check. They said they were sorry for the inconvenience and a Castle Window manager would be calling me…you guessed it…no one ever called! Moral of my story is don't waste your time with Castle Windows. Home Depot will install a better quality window with a warranty that's as good as or better than Castle Windows'. My take on Castle Windows is that they strive for sales quantity and score poorly in customer satisfaction.
It became obvious to me that there's a disconnect in their system that causes poor communication between their sales people and their main offices. If Castle Windows' intercommunication is poor think how you'll pull your hair out trying to communicate with them…I know… I've lived it…it's VERY frustrating! The only thing Castle Windows “The Window People” did for me was to cost me a month of my time and the $10 I had to pay to cancel my down payment check. Buyer beware…steer clear of Castle Windows…they can't keep up with their ambitions.
NEWINGTON, CT -- I recently replaced four double hung windows in my daughter's room that were extremely drafty. I had contacted several window companies as to get several estimates. The first company, Tri-state windows, out of central CT, came out. After 3 hours of listening to why I needed to do all 16 windows in my home (all windows on the main floor were replaced by previous owner 4 years ago) and why their window is the best, was quoted 1200 for each of their windows! The representative called his manager about 3 times to drop the price after I was adamant about not purchasing. They wouldn't even do just the four windows that I wanted!
The next company was FJB from Rocky Hill, CT. Same thing, 3 hr. presentation, ridiculously high price - 5k for 4 standard size windows. Salesmen called manager and dropped price to just below 4k. No doubt it is a good window but I do not need a triple pane. Maybe if I lived in Alaska. I had to practically physically remove this man from my home. Would not take No for answer! I can respect his perseverance but c'mon!
The next company was Castle Windows out of Newington. By now I consider myself an expert in windows having sat through two other presentations and hours of research online. (At this point I was considering trying to do it myself.) I almost called and cancelled the appt. because I didn't think I could handle wasting 3 more hours of my life. I figured I would give them a chance as my neighbor had some work done by them and he was pleased.
A young salesman comes right on time, explains what he is going to do right up front, instead of tricking me like the other guys did: "Just give me 5 min. of your time, this will just take a sec." He didn't waste a lot of time with the chit chat and we just talked about windows. It took him half the time as the others to explain why his window is awesome and how they are professional, etc., etc. His price was waaayyy better than the others. He started at close to 600 for each window but with my trade-ins (they give $75 for each window) and with the "time management savings program" that every single window company uses - we were around 500.
At this point, cause I knew the game, I told him to call the manager and I would be willing to put a sign, etc. He chuckled and got me another 5% - I said yes, and paid 1/3 down. The other companies wanted 50%. 6 weeks later my windows were in! Two gentleman came and had everything out, in, and cleaned up in half a day. They did an amazing job. I was definitely surprised by their professionalism and know how.
The representative wasn't lying when he said that the installers are not subcontractors and are trained on how to "properly" install a window. They were installed in April and no leaks, thank God! I've heard horror stories about people having new windows and they have water damage but these windows are just as the representative promised.
I am writing this as a response to some of the other reviews that are on here regarding Castle windows. I understand how you feel with regards to the sales approach, it sucks. But this is how all the window companies do it for some reason. Some salespeople are jerks, I guess I got lucky with the one they sent from Castle. I can assure you, you will not regret going with Castle. If you need windows and want no headaches and don't want to spend 1k for a window - these guys are it.
GLASTONBURY, CONNECTICUT -- From the first introduction to Castle Windows, having the sales representative come to my home, I was thoroughly impressed with his knowledge as well as the quality of the product. Since I live in a condominium, there are many hurdles to overcome prior to installation.
I can honestly say that the people at Castle were (with few exceptions) responsive whenever I had questions, and with keeping me and the condo management company 'in the loop'. Once given the green light, and the installation took place, I can honestly say that I could find zero fault with any aspect of the delivery, install, and clean-up. The men who did the work were all very efficient, well-trained, courteous and took great pride in their work. I would not hesitate to recommend Castle Windows. They are a class act.
MY -- I am retired from a sales position, so I know bull when I see it. Let me say that the salesperson that showed up, right on time, was very knowledgeable and curious. He wiped his feet and asked if he needed to remove his shoes!!! I told him no need but this shows he is considerate. I will keep this short. Not pushy at all, answered all my questions, but what I was impressed with the most was when he shared the price of the job. I told him that I thought it was slightly more than we wanted to spend, and that we were getting 4 estimates and he was first. He said that I should get multiple estimates to see what other companies offer.
After sitting with him another half hour, the next thing I knew I was writing a check for $1,500, the deposit!! Moral of all this is if you set up multiple estimates and the first company out is Castle, and Craig is the sales rep, he will show the risk that you will take in not doing business with Castle! Plus he got me $1400 off the price!!! I have had minor issues with my screens on the double hungs and they were out to fix them in 2 days!! Overall, I would definitely recommend Castle Windows to anyone!! Best windows, pricing, and warranty in the industry!!! No sub-contractors, and if all of their sales reps are like Craig you're in great hands!!!
ROCKLAND COUNTY, NEW YORK -- I got Castle windows installed about 5 years ago. Good product and service, so I contacted them when I thought of installing a sliding patio door. First time around I was a naive buyer. Now I'm more experienced and found myself suspicious of their sales technique. Long presentation (too long, almost an hour), high price that the salesman was able to reduce twice with a phone call, (hmm!) and a price that was only good while he was in my living room, no time to think about it.
When I said I might sign today, and take advantage of opting out of the contract within the 72-hour period allowed by law, the salesman said he didn't want to go to the trouble of writing up the contract. So, no sale. Good thing, because I got some unanticipated bad news a few days later, and would have been hard-pressed to afford the door. Get other estimates first, then decide if you want to go with Castle. I have no complaint about the windows they previously installed. The salesman was so hyper, he left me with a headache, the only one I've had this year.
PHILADELPHIA, PENNSYLVANIA -- Steer clear of this company. I've had a few windows installed several years ago based on the replacement warranty for life. A window got damaged, and I'm now going on month #4 waiting for it to be fixed. I've waited at a scheduled appointment and they didn't show up or even bother to call. When I called about the appointment it was dismissed and scheduled yet again.
Two more times appointments had to be re-scheduled on their end. For the money you pay for these windows it shouldn't be this difficult to have them repaired or replaced. I have more windows to replace in my current home and will be installing 8-10 in my next one under contract, but not by Castle!!! Thank you for opening my eyes.
SPRING CITY, PENNSYLVANIA -- They installed incorrect balances in a window so it won't stay open. It took 2 scheduled appointments to finally get a technician here to tell us why it wouldn't stay open. They had to order parts to fix the ones that (and I quote the tech) "...are clearly not the correct ones for this window" (so why did they install it???). After that appointment there was no word from them for 2 months, so I finally called them to find out the status of my parts.
First conversation was that they had no record that parts were needed or ordered. Then after another month of no contact, again calling them, I was advised the parts were conveniently being shipped at the end of the week. I set the appointment to have the correct balances installed. We got a call the day of the installation to say their technician called in sick and there is absolutely no one else that can do the work.
I paid for windows in November and in June I still have not got a working window, but they have my money. If you ask for a supervisor, the phone representative will do all they can to not pass you up the line. If you do stick to your guns and get a manager, all they can do is say "I'm sorry" and will do nothing more to resolve the problem. Taking 8 months to get a working window is ridiculous and not having any party responsible for any part of the resolution process lends me to believe this is just a volume installation provider, not a quality customer service provider.
UPDATE: July 16, 2013 After following up the chain of command, I was finally in touch with ** (Director of Operations). ** assured me he would personally make sure my problem was resolved, even if it meant sending a manager out in replacement of a technician. For the first time, this conversation felt sincere and directly addressed my doubts for good customer service follow through.
The technician arrived at my house the day he was scheduled. Although the phone number he called was our home phone rather than my husband's cell, since I was home at the time he arrived it didn't matter. The technician was extremely polite and professional and was able to fix the window in about 30 minutes.
I received a personal follow up call about 20 minutes after the service call from ** to see if the work was done to my satisfaction, which it was. We were both sorry to see this issue escalate the way it did, but I thanked ** for his personal commitment to helping see the repair done and greatly appreciated his intervention to make sure we were finally with a working window. Although I am disappointed at this whole process having to take place and that it took such escalation to make it happen, at this time I have all fully functional windows that look great.
If you have hours to spare, get insulted then please call this Castle Windows for a quote. The sales representative came to my house late for his appointment - bad 1st impression. Then went into his sales pitch. I told him it was not necessary because I once worked for a window mfg. and was quite knowledgeable of the vinyl, glass, hardware, etc., he totally ignored me and continued with his sales pitch. After about an hour of me looking at my watch every 2 minutes he proceeds to measure my windows.
I was grossed out by his constantly wiping his nose on his hand and sleeve. I had decided that I was NOT going to shake his hand when he left and was going to wipe everything down that he touched with a strong germicide. He either had a drug problem or allergies??? He proceeds to insult me with a price of $9,500 for 11 windows!!! When I told him that the price he gave me insulted me and that he just wasted over 2 hrs of my time. He then starts banging away at his calculator - then calls his boss. He asks me via his boss if I would put a sign in front of my house for 1 month and not tell anyone the price I paid for my windows.
Now with that question I was like, I have NEVER dealt with a company that would ask you to keep your price confidential. By hearing that statement that just confirmed that he was jerking me around. After I agreed to his crazy questions, he comes down by 3 thousand dollars - I told him that he was still way out of the ballpark and my budget range. I liked the window and the features but it was WAY over priced compared to the other products and prices I received. Then he starts the pressure because I told him if I was going to spend that much money that I was not going to be bullied into signing ANYTHING without first thinking about it.
So he drops the price another 3 hundred dollars, wipes his nose on his sleeve and hand a few more times (he could have asked for a tissue, I would have been happy to give him one). I still refused to accept his deal because I thought they were a bit expensive and hated their sales approach. He proceeds to put more pressure on me with "Once I walk out of here the price goes with me," I said "So if I call you back in a week and want to buy your windows you will turn down business in this economy?" He says "Yes because this very low price is not valid after I walk out."
Mind you that when he started the sales pitch he said the price was good for 30 days!!! After I told him that he needs to do better on the price, he angrily pack his bags and left all angry. After he left I wiped down everything he touched!!! Yuck - gross. I just wanted to voice my opinion that the window is a decent product but the sales approach and pricing strategy is a REAL BIG TURN-OFF!!!