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Castle, The Window People

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2.1 out of 5, based on 29 ratings and
34 reviews & complaints.
Company Profile
Castle, The Window People
109 Gaither Dr.
Mt Laurel, NJ 08054
800-360-4400 (ph)
www.castlewindows.com
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Sheep in Wolves Clothing
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WAYNE, INDIANA -- On Dec. 7 of 2016, I signed a contract with Castle Windows for 6 double hung with Virgin Vinyl. All windows to have circle top grids and regular factory recommended pattern in bottom for the great price of $6552.00. That's right people $6552.00. After receiving $450.00 discount for giving them 5 names of people who may need windows and another $450.00 discount for signing the contract that day (per the salesman Greg **) was told that they would be there in two weeks, give a week or two because of the holidays.

By late Dec. I was calling and wondering when and where my windows were at. I was always told that they would check the manifest that week. By earlier Jan. of 2017 I received the phone call that they were in and I would received them that Friday. Thursday of that week I was called by the installer Micha and was asked if he could install them that Sat instead of Fri so he wouldn't have to drive that much that day.

I guess I made a mistake thinking that I was the customer. But agree to it, because I wanted my windows and was finally getting them. Sat rolled around and Micha showed up with my windows. However, guess what people, there was a problem. They had the wrong grid pattern in the tops. After catching this mistake and explaining it to Micha, he said that his boss would still want him to install the windows. I asked him was there a reference number or some kind of window number or grid pattern numbers that they check before loading them on his truck. He explain to me that there wasn't and he installs what they give to him.

I asked him if he thought it might be a good idea to recommend this and he replied it was be on him. (I guess that meant he wasn't going to recommend it.) After several attempts of speaking to Loarin, (the gentleman) answering the phone and explaining to me that they have only taken over since Aug of 2015 and mistakes will happen. I still have the incorrect windows tops. However people, PLEASE read the reviews first, It's now Feb 12, 2017 and haven't heard anything.

I wanted to give Castle Windows the benefit of doing what was right and honoring their word and salesman handshake. But I'm writing this review to hope people do their homework before getting windows. I'm hoping that the people at Castle Windows in Ft Wayne Indiana reads this and maybe decides to do what is right.

As I'm sitting here in my dining room looking around my home, I realized that I still have 15 more windows that needs to be replace. To the people of Castle Windows, I was really hoping to give you future business but I believe we both can figure out where you folks stand with me now.

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By Far the Most Positive Experience Ever With a Company.
StarStarStarStarStarBy -
Rating: 5/51

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.

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Garden Window And Cellar Window
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Rating: 1/51

CHATHAM, NEW JERSEY -- Pressured into signing contract for 5 windows for $4,500.00. They promised to install in one day. Not a very professional install. Particularly since they did not bring the glass shelves that were ordered and specifically mentioned in their contract.

After I complained and showed the crew the contract they called Service and agreed to remove $500 from the price. That was October. 9 weeks later my message machine starts filling up with "the shelves are in and they want to install them". I explained that I could not use the shelves as the greenhouse was all setup for the Holidays and I am not taking out all the plants, trays, etc. because they forgot to bring the windows and do it right the first time. She said ok. Now my message machine gets filled up with harassing calls the I owe $500.

Do not sign a contract with these people as you sign your right away to have any dispute fairly resolved. Do yourself a favor and hire a scrupulous and honest firm that specializes in quality work not a boiler room full of people to call and harass you daily for weeks and months on end.

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Bad Bad and Bad
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Rating: 1/51

Surprise... Kevin from Castle Windows Customer Care called today and managed to get an appointment scheduled to finish my installation on May 7th instead of end of month or next month. Seemed to really try to resolve door issues once and for all. Hope this will finish my 7 month install. Wish I had him to contact a long time ago. 5-2-16.

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Bad, Bad and Bad
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ELKTON, MARYLAND -- Still trying to get job finished 10-8-15 order continuing problems on initial order. Now being told June 4th to get door knob and lock we ordered installed. Only available in my area 9-1 and 1-5 on Tuesdays and Thursdays but not when ask about dates I was available. DO NOT DEAL WITH THIS COMPANY. All sounds good but bad scheduling and delivery!!! Going on 8 months for a proper job for 1 window and 1 door, just imagine if I had whole house done!!!

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Windows Installed and a Siding Glass Door
StarStarStarStarStarBy -
Rating: 5/51

NEW JERSEY -- The salesperson was very friendly and informative. We have your windows and door for over 25 year with no problem. The installers who put my window in were on time. Very friendly, took their time, did a great job and when they left my house was spotless. I give them a two thumbs up.

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Bad Bad and Bad
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Surprise... Kevin from Castle Windows Customer Care called today and managed to get an appointment scheduled to finish my installation on May 7th instead of end of month or next month. Seemed to really try to resolve door issues once and for all. Hope this will finish my 7 month install. Wish I had him to contact a long time ago. 5-2-16.

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Amazingly Frustrating!!
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Rating: 1/51

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.

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Happy With Purchase
StarStarStarStarStarBy -
Rating: 5/51

PARAMOUS, NEW JERSEY -- I called Castle Windows after seeing one of their fliers in my local newspaper. They were the 3rd company that I had come to my house for an estimate. I was looking to replace all of the windows in my home but was shopping for the best price and of course, the right product. The total was 18 windows. The sales representative was on time, answered all my questions, and told me about the company's lifetime guarantee. When it came to price it was a little high. But he mentioned that if I signed the contract that day he could save me a lot of money.

He gave me the new price and the difference was nearly $3,000. Not to mention that it was over $5,000 cheaper than any of the other companies. Me and my wife discussed it. We liked the window and the guarantee, so we decided to go with them. That same night my wife was Goggling Castle and found this website. I read the reviews and got scared. We almost cancelled the entire order, but my wife made a good point. People don't go online to write positive reviews, but they certainly write a review if they are unhappy in any way. And considering a company of this size and all the business they do, theirs bound to be some unhappy customers.

We also read a lot of positive reviews on this website and others so we decided to keep our contract. A few weeks later the installers showed up on time with two trucks and 6 guys! They worked from 9 am until dark. After that they cleaned everything up and to my astonishment were completely finished in just one day. The windows look great and I can notice that my central air unit is not kicking on nearly as often as before. The house is definitely cooler and considering we live on a busy street, even quieter. So despite the negative reviews, this company so far has lived up to everything they claimed.

Yes, the original price was a little high, but by signing the contract the first night we saved a lot of money. And the final price was way below what we ever expected. They also asked for only 1/3 down opposed to 1/2 like the other companies. This made me more confident that I didn't have to pay the balance until all of the work was completed. As long as the windows stand the test of time like I expect them to, I will be asking Castle to do my shore house as well.

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They Do Not Fix Their Mistakes
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWINGTON, CONNECTICUT -- I had Castle Windows install two exterior doors and new shutters on the front of the house. The first annoyance was that they did not tell me until the end of the day of the door installation that the shutters were back ordered and would not be installed until several weeks later. Also, they did not bring along an additional lock set that was supposed to be installed on the back door so that all of the exterior doors had the same key.

They were expecting me to pay the whole bill and I had to force them to back out the cost of the shutters and lock set. The doors were installed about 6 weeks after the initial order. You would think that they could have told me that there was a back order issue sometime during those weeks. There was no back order issue with the lock set. They just neglected to order it at all. Luckily it was specified in the contract, as I had to point out to them.

I did not discover the second problem until I attempted to paint the trim and found that they used unpaintable silicone caulk! Who in their right mind caulks trim with unpaintable caulk? When I called them to fix the problem, they basically told me to take a hike. They told me that I could use an oil based primer and it would work over silicone. Google it. There is NOTHING that sticks to silicone caulk. Everything peels right off once it dries. Now I am stuck with scraping off the old caulk before I can paint. Castle Windows does not fix their mistakes. Don't make the mistake of using them. Find someone with some integrity.

If you should unwisely choose to use this company, make absolutely sure that everything is spelled out explicitly in writing in the contract. If it is not in the contract, they will weasel out of it. Even if it is in the contract and not perfectly clear, they will try to weasel out if it. And to top it all off, I keep on getting calls from their sales people trying to sell me more stuff. I tell them that I will never do business with them again and to take me off their list, but the calls keep coming. Good luck! You'll need it if you use these people.

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