Castle, The Window People - Page 3

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.

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!!!

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.

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.

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!!!

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.

N.J. -- Order placed 10/8/2015. Measured window and door 11/2/2015. Re-measured 11/31/2015. Came to install window 12/17/2015 - had door but didn't bring, oh yeah window wrong size and no grates in window and raining. Door had been in for 3-4 weeks. 1/26/2016 talked to service manager he checked window and found window had no grates so ordered again. Called Castle on 2-2-2106 to find out what's going on and found out window was ordered again and expect delivery the Castle on 2/26/2016. So I guess I'll have door and window maybe this year.

NORWICH, CONNECTICUT -- Annie ** showed up on time and prepared. She answered every question. Helped me understand the best choices I could make and gave me a good price. So far the front end of this transaction is very positive.