Castle, The Window People - Page 5

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.

VIRGINIA -- Purchased windows in 2008. Recently heard a popping sound that showed that a window had broken (without being hit). Made service call and found out since the company (licensee) in Virginia went out of business, the warranty would be honored after paying $165.00. This was not stated in our contract. No choice but to pay since we need to have the window replaced.

HANOVER, PENNSYLVANIA -- Had windows put in, no problem, however the door was not put in to the size we ask for - have been going back and forth for months, no progress. Also the molding around the door frame was not correct, with big holes to the outside, so all they did was to put spray foam in. Looks terrible.

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 right 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 seem 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 it 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!!!

PELHAM, NEW YORK -- The long and short of it: Salesman comes to the house and promises us the world with the quality, and the service that Castle Windows provides its customers. Within 3 months we had leaks in the frame of the window and according to one of their installers, it was due to not putting a splash plate (Gutter) above the window. (Improper installation.) They found this immediately after arriving to inspect it. (2 cancelled appointments later.) Next, the top part of this garden window splintered as though there was too much weight on the top portion. Again, we called to have the window replaced and were given every excuse except ("the dog ate my homework").

Just earlier today, 3 months later, we were promised (after the job has been put off from yesterday), that we would have a "Crew" here, Sunday morning, to replace the window. After 3 call this morning, I finally received a call back from Castle. "The 'man' was on his way." He would be 3 hours late. (11:00 AM VS 8:00 AM) It is now 3:00 PM and we just listened to a call that went to our answering machine. "THE INSTALLER HAS A FLAT TIRE AND HAS NO SPARE... HE MAY HAVE TO POSTPONE THIS JOB FOR THE 5TH TIME!!!"

How does a company get away with this??? They come in and sell you a window that typically goes for $1100.00. Their price $2700.00. Then they tell you they can make a special offer for $1700.00. (They can not sell it for less because to the inherent costs and quality.) After 2 hours of this sales rep in your face, you go for it. They promise you guarantees and warranties up the Cazoo, BUT... Once you run into a problem and you are left holding the bag.

They have every excuse in the book why they have to break the appointment from - "We have been really delayed today with other jobs.." TO "The installer's (**) wife just gave birth and he had to run to the hospital" TO "The installer got a flat tire and has no spare!!!"

There are many more absurdities to this story that I will share with the public so they do not have to go through the hell we are going though with this company. Today is Sunday, May 30th, 2004. Tuesday morning, after the Memorial Day Weekend is over,I will be sitting in this same chair contacting the Better Business Bureau for help. Next -- It is "Shame On You."

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!"

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 yourself a favor and NEVER give these people your phone number!

MT. LAUREL, NEW JERSEY -- 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.

MT. LAUREL, NEW JERSEY -- The window is of good quality, 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 removed 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 untrue 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.

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. Tech's name is Scotty. Give him a raise. Thank You.