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.
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!
MT LAUREL, NEW JERSEY -- Horrible high pressure sales experience. 3 hour sales presentation lasted from 8PM to 11PM. Had to ask the salesman to leave. Tried to get us to sign a contract that night. Clearly got agitated when we said no. Then lowered the price 3 times, over 2 thousand dollars. We ignored him while he put away his presentation material. As he put his things away he called his marketing manager ** (all at 11:00 PM) as if that would convince us to sign a contract.
Would not give us a per window price. Would not leave any material for us to review at our leisure. We would not purchase Castle Window under any circumstance. If they truly had quality windows and quality installation they would not need such high pressure sales tactics. We did learn some good information about what to look for in a replacement window.
To Castle's credit, they did follow up after I expressed frustration with their sales rep and company. The managers do seem like they want to make things right with their customers.
NEWINGTON, CONNECTICUT -- Castle Windows aka Custom windows. Original contract is bogus. We were supposed to have the windows done in 2 days, it took 2 months. After many canceled appointments and work missed on my part. Windows were upside down, holes in screens, scratched glass, sliders don't slide. Left garbage and nails in my yard. We agreed to the install because we were told we would lose our price and pay much more the following day, the salesman was at our house for 4 hours trying to convince us to buy that day.
Don't sign anything on install day unless work is completely done because once you sign that they get paid by your finance company and they will get back to you when they feel like it. We had 8 windows unfinished and exposed to the elements for 2 months and we had a big snow storm which put moisture inside the window frames. We made many calls begging to have them finished and got the run around by everyone I spoke with.
After 2 months of stress my windows are finally finished and fixed. I feel like if I didn't contact my finance company and have them get involved they would have never come back. If you are paying cash up front, I would consider going somewhere else.
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.