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Castle Replacement Windows Complaint - Defective Window Replacement - Garden Window
Garden Window - Complaint
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 do to not putting a splash plate (Gutter) above the window. (inproper installation). They found this immediately after arriving to inspect it. (2 cancelled appointements 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. (11:00AM VS 8:00 AM)
It is now 3:00 PM and we Just listened to a call that went to our answering machine. "THE INSATLLER 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 garantees and warantees 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 realy delayed today with other jobs.. TO The installer's (Mike) 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 ubsurdities 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"
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 do to not putting a splash plate (Gutter) above the window. (inproper installation). They found this immediately after arriving to inspect it. (2 cancelled appointements 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. (11:00AM VS 8:00 AM)
It is now 3:00 PM and we Just listened to a call that went to our answering machine. "THE INSATLLER 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 garantees and warantees 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 realy delayed today with other jobs.. TO The installer's (Mike) 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 ubsurdities 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"
Company Response:
Yes, this garden window was installed improperly. The garden window was ultimately replaced (maybe 6 years ago), and we have had NO concerns since. While we do consider ourselves the best in the industry in customer service and installation, there are times that our windows need service. Windows, just like any other product are man-made, and sometimes do not live up to performance standards. This is why our customers are given a lifetime warranty which covers everything. You may notice things posted about our company from time to time. Some items may be true and some are made up by competitors. However, it is rare to have a complaint like this regarding the performance of the product or warranty. It was OUR decision to replace the garden entirely. The top sash of the window had developed a stress crack which we replaced. Then the drip cap had been improperly installed and thus the garden leaked. We did not like the damage to the ‘seat board’ of the garden that the leak caused, so we re-ordered the unit and put a new one in. In all fairness I do believe that the rescheduling bit is a greatly exaggerated. I do challenge the reader to find a company who would replace the entire window under such circumstances. In fact, MOST companies exclude ‘improper installation’ in their warranties. We do not. With us, you are covered…. For life!!! Make sure that you ask your representative for a copy of their warranty if you are getting an estimate for windows. Castle
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