Castle, The Window People

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1.8 out of 5, based on 8 ratings and
13 reviews & complaints.

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Great Product, Great Service.
Posted by on
NEWINGTON, CT -- I recently replaced four double hung windows in my daughters 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 there 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 salesmen 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.
     
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non subcontractor on 2013-05-13:
all window installers are subcontractors that work for big companies.....
Visited by Salesman on 2013-08-01:
The plan stated here, our sales guy said you have to agree to give good reviews (we said 'only if we're happy... which woul be a no brainier if we were, but why state this? If I wasn't happy would I be charged the extra?!?), not share the price you paid, put a sign in our yard, and give them referrals.

He completely lost the sale after calling his manager, who insulted us and tried the 'well they must not be serious about replacing their windows' when the sales guy told him we were expecting about $200/window. By the way, I am a new homeowner and have no idea about how much windows cost to buy and get installed.

13 standard windows would have costed a little more than $10k, but after he sent a text to the factory (at 9pm) he said if we sign today he could do $7.9k.
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8 Months and Counting to Get an Incorrectly Installed Window Fixed
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Rating: 1/51
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 Ed (Director of Operations). Ed 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 Ed 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 Ed 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.
     
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Angela Thomas on 2013-06-22:
I work with Castle Windows, could you please call me so that we can resolve this problem- 201 503 1333, please call Monday Morning-

Thank You.
Angela Thomas
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Strong Arm Sales Tactics - Is This What You People Do to Make Your Numbers?
Posted by on
Rating: 1/51
MT. LAUREL, NEW JERSEY -- Dear Castle Windows – to the Owner,

The collection notice you sent to me is invalid for the following reasons:

1. The supposedly “free estimate service” was rendered on January 28, 2013.

2. I cancelled the entire order and the measurement appointment on or about Friday, March 01, 2013, first by telephone and then by written notice which was sent to Castle via mail, USPS.

3. No services were rendered, no measurements were taken, no door was constructed.

4. Castle was not harmed, not injured and suffered no financial hardship.

I do not appreciate strong arm tactics, intimidation or “used-car-salesman methods” and no one can legally force me into purchasing something I do not want and $5,678 for a door is extremely overpriced! Is this the only way you people can make your numbers? You are instructed to cease and desist efforts to collect on a bogus claim and to stop trying to violate my civil rights and rights as a consumer.
     
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saj80 on 2013-03-26:
Did you sign something at the time of the estimate? If so, since this transaction appears to have been done in your home, you had three business days to cancel. If you didn't, it is entirely possible that the door had been ordered, which you are now responsible for. If you didn't sign anything, then a consultation with an attorney may be needed, but with the collection order, my opinion is that you signed a work order when the salesperson was at your house.
Rick Better on 2013-07-11:
Civil rights as a customer? After 30 days you wanted to cancel an order for work to be done at your home. Sounds like the victim is the company. This is why companys loose money, and people loose jobs that work for a company.
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Damage Done - No Resolution
Posted by on
Rating: 1/51
MT LAUREL, MARYLAND -- When Castle replaced our windows the installer smeared caulk on our sofa. It was not just an accidental glop that went unseen. The caulk was wiped with a finger then left to dry and ruin my sofa cushion. I was very upset and called Castle as soon as I noticed it. If the installer had the drop cloth over the sofa it would never have done damage. OR if he had cleaned it completely right away or even said something to me I could have cleaned the water soluble caulk fight away and the sofa would have been saved from damage. But NO! he wiped it with a finger and, I guess, hoped I would not notice. Castle sent someone out to my house TWICE to take pictures and REPEATEDLY PROMISED to pay for the recovering of the sofa AND MATCHING CHAIR. BUT every time I called (about 5 times!) the person who needed to handle the problem was conveniently "not in" and I was told "someone would call me to 'work things out' ". I have been repeatedly called by Castle and HARASSED for more business, but can't seen to get the promised call for Castle to "work things out". I have asked to be removed from the call list every time I was called AND reminded the caller I was STILL owed money for my sofa. I have been repeatedly IGNORED and brushed off when is comes to paying for the damage Castle caused.

Last week I was called yet again for more business. I again told the caller about my sofa and I was hung up on! I called back and was hung up on 2 MORE times while waiting to speak to a supervisor. The 4th time I told the girl who answered if I was hung up on again I would call Better Business Bureau and only then did I get someone to talk to. I was told to get a receipt or quote and call back. When I called back to get an email to send the requested quotes I was hung up on 4 MORE TIMES. CASTLE IS NOT CONCERNED with resolving issues!!!
     
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Horrible! Take Your Business Elsewhere
Posted by on
Rating: 1/51
MT LAUREL, NEW JERSEY -- After making an initial request for info we were plagued with multiple phone calls on a daily basis. After we informed Castle we were not interested the calls continued. Despite two calls to Castle requesting our name be taken off their call list, the calls persisted.

Several weeks later, calls still coming I asked again to be taken off the list when the caller hung up on me. I immediately called them back to speak to a supervisor to again attempt to have the annoying calls stop. It took a series of 4 rude people until I was connected with an installation manager? (I asked for customer service). Again I was told the calls will stop --hopefully that is the case but this company has very little credibility as far as my experience goes. Do you self a favor and NEVER give these people your phone number!
     
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Service
Posted by on
Rating: 1/51
MT. LAUREL, NEW JERSEY -- The window is of good quaility, but the service was very poor. Was supposed to come early in the morning to install the window so that I wouldn't have to take off a full day at work, didn't show up till 11:30 am with no call to let me know that the installers were going to be late.

Took siding from my front door entrance without letting me know so they can match up the correct color for above the new window which was re-moved to install the new Bay window, took over 2 months to replace the vinyl siding over the window. Brought the wrong shade of Vinyl, had to wait another 2 weeks.

The installation Manager said that he would compensate me due to having to take the entire day off from work, which he has not as yet, since November 2012.

I have e-mails from Castle Windows letting me know that they will look into this matter, so far nothing has been done. The Customer Service person did say that the Installation Manager said that he was going to compensate me.

I find this company is un true to their word, now when I do any kind of business with home repairs I will look at the reviews of the company first, or word of mouth from a friend.

Unhappy customer

New York
     
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Castle Windows - Nice Product, HORRIBLE SALES REP
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If you have hours to spare, get insulted then please call this Castel 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 ignoed 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 germacide. 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 2hrs of my time. He then starts banging away at his calulator - 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 in 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 angerly 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 !!!!
     
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Stay Away Customer Service Is Horrible Windows Seem Well Made but That's All
Posted by on
Rating: 3/51 - Consumer improved rating by 1 stars
MT LAUREL, NEW JERSEY -- After a high pressure 2 hours sales pitch. Which we were chosen for their "special Discount" we decided to spend 12,000 to change out 17 windows.
The salesman said all can be done in one day. I thought "really"
On day one they crew said this would be 2-3 day install. So we assumed they set up additional days. They never did. We called to see when the next day could be- we got one week away now. Also all of the shades had to come off and furniture moved to do the install. So now I had to get paper shade to put where 1/2 the job was done. They said we will send large crew to finish quick and bring a heat gun
to make the sealant dry fast so we can re install all the shade. BS
2 men came and said "heat gun?" how can we heat a vinyl window it will burn
So they did do a nice install BUT we had to put back all the shades.
We held back $1000 to be sure all is ok before paying the balance.
Staring Monday they began calling for their money. 5-6 call over 2 days.
I called and explain why I was hold a small amount back but the representative could care less. he kept saying " are you paying the balance or should I send to collections" I told him all you care about is payment not customer satisfaction.
Again he said are you paying. I hung up and move on from there.
STAY AWAY FROM CASTLE WINDOWS SALES AND MONEY IS THEIR ONLY CONCERN
     
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Needed service
Posted by on
Rating: 5/51
NEW JERSEY -- I purchased 7 double hung windows almost 2 yrs. ago. Was cleaning outside to top window to install a "Peek Bird's Nest" when top window fell out, then bottom window fell out.

Called Castle Service and technician came 35 min. later and showed me how to fix it should happen again.

Techs name is Scotty. Give him a raise.

Thank You.
     
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They Can Make an Appointment, They Just Can't Keep the Appointment!
Posted by on
Rating: 1/51
MT. LAUREL, NJ 08054, NEW JERSEY -- A salesman came to my home,showed everything about their windows and was very impressive. I put a $1600.00 deposit down and signed an agreement. I agreed to have the window put in soon as possible.

The first appointment was set within a month, when the window was finished being made. The installer called that day and said he was sick and had to reschedule. I called the office letting them know, I took the day off from work and was upset they could not make arrangements for someone else to come out.

The following week, another appointment was made. Again, they canceled due to their truck breaking down on the highway 1 mile from my house. Another day of lost wages with my job. If you want a reputable company you're better off dealing with Definis windows & doors. At least they make appointments and keep it. Since I signed a contract with Castle windows I still wait for my window unable to back out because of being threatened of being taken to court by them. They don't refund your money! And they treat you nasty when they have your deposit. Still waiting? Reminds me of Jerry Seinfeld episode,
"You can make the reservation, You just can't keep the reservation!

Sincerely,
George can't stand you
     
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DebtorBasher on 2013-07-28:
They should have some kind of plan B for last minute cancellations like these. You said you lost two days of wages...did you actually lose two days of wages or did you use a vacation / sick day to cover those two days, which you would have been paid for anyway?
trmn8r on 2013-07-28:
Anyone can make an appointment. The most important part about making an appointment is keeping the appointment.

yoke on 2013-07-28:
They can take you to court, but you will probably win and get your deposit back. They are the ones unable to fulfill the contract, not you. If they bring you to court make sure you have documents from your job that you took time off to be there.
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