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.
NEW JERSEY -- A salesman came to my home and would not provide me with an estimate because my husband was not home. I am the decision maker in my home and all I needed was replacement windows. He offered to come on a Sunday but said I better have coffee waiting for him?? Really and I am the customer.
What company in this day and age needs both working individuals to be there just to get an estimate to have windows replaced? I received estimates for my driveway, for siding and for cutting my trees all by lonely self without having my husband there. These company is clearly from a different era and they need to get in touch with the new Millennium. Not to mention that if they are into hiring the sleazy car salesman type then they hit the nail on the head with this guy. He was pushy and rude and I feel sorry for anyone who is weak because this guy would definitely try and bully you. YUCK! Beware!
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!!!
Scheduled a free estimate at the Home Show. Took off work to meet the guy. He drag his ass up the sidewalk as slow as he could, then once here asked if I was the only one home because he could not give me an estimate if husband was not here. ARE YOU KIDDING ME!!! It's a freaking door estimate -- NOT A TIMESHARE SALE!! I was NEVER told my husband would have to be here. Total waste of my time. I am going to send them a bill for the 4 hours I missed from work. I will never use them and plan to tell this story to anyone I know thinking of getting windows or doors.
VILLAS, NEW JERSEY -- On Feb. 28, 2017 I posted a negative complaint about wanting a replacement window for my home. The reason for my complaint was that I only wanted one widow but Castle's response at that time was they could only do 3 widows not just one. Being a previous customer I was disappointed by their response.
First I want to tell you that Castle Windows are of very high quality window and I have no complaint about their performance. I was contacted by Castle Windows and was given an apology for the way that it was handled. I have to commend Castle Windows for contacting me and they gave me the explanation of what happened because of some miscommunication between departments was why I was originally given the 3 Windows answer. I am pleased to say that I am completely satisfied with their response and their Windows. I would recommend anyone to do your window business with Castle Windows.
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.
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.