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!
MOUNT LAUREL, NEW JERSEY -- I recently had a window installed by Castle Windows. The installer Mike was extremely detailed and my house was protected from dust and dirt from the windows. Because of this, I went back and purchased another 11 windows for the house. The windows are being installed today and I could not be happier with the quality of the product in the care of the installation team.
PROVIDENCE,RI -- Well I needed windows and got referred by a satisfied friend. Pat ** was very knowledgeable. He even waited for me while I was stuck in traffic. I didn't know the difference with windows and kinda got screwed by another company when I got replacement windows for a rental property. I am very happy with my experience and will continue to refer Pat to all my friends.
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.
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.
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.
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.