Preview Review

Next Review

Castle, The Window People

Star Star Half star Empty star Empty star
2.4 out of 5, based on 47 ratings and
52 reviews & complaints.
Company Profile
Castle, The Window People
109 Gaither Dr.
Mt Laurel, NJ 08054
800-360-4400 (ph)
Compare Home Improvement Companies
Most Popular | Newest | More Options >
More filter options:
Amazingly Frustrating!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MT LAUREL, NEW JERSEY -- First, let me say that I've worked in the Construction Industry all my life…most currently as a Project Manager so I'm not a naive person who knows nothing about windows or their installation. I'm at a point in my life where it benefits me to have other people do work for me that in the past I would have done myself. I'm also the type of person who never seems to have the time nor desire to give product or company reviews but this time I felt compelled to let others know about my experience.

We had a large window that we wanted to replace in the front of our home. It's approximately 10' wide by 4' high. I requested an in home sales consultation from Castle Windows, “The Window People” located at 109 Gaither Dr., Unit 309, Mt Laurel, NJ 08054 and 17 Brenneman Circle, Suite A, Mechanicsburg, PA 17050. A Castle Window sales consultant came to our home (15 minutes late) on October 3, 2015 after postponing his originally scheduled appointment from the day before. We decided to go with Castle Windows to have a replacement window unit installed.

The sales consultant said the replacement unit would be installed in approximately 6 weeks but that he'd try to expedite it and have it installed in 5 weeks. I gave the sales consultant a check for $700 as a down payment. He didn't have the contract forms that he needed but said if I didn't mind he'd mail me one in a couple of days and if I'd just complete the form where indicated and put it back in the mail we'd be good to go. After the first week of not receiving this contract as promised and no contact whatsoever from their joke of a salesman, I called Castle Windows to ask what was going on.

Let me just say that Castle Windows' offices/customer service turned out to be as big of a circus as the clown they sent to my home. Customer service reps on several occasions said they'd have a manager call me but the calls never came. After about a week of chasing Castle Windows to try to give them my business (now two weeks had gone by and my order's still not in Castle Windows' “system”) I get a call from **, Castle's Sales Consultant. He said he'd hand deliver the contract and we'd get this straightened out. He never showed up…no call, no anything…he just never showed.

I chased Castle and ** the sales representative some more to try to give them my business. Finally, after about three weeks after the original sales consultation in my home on October 3, 2015, I get a call from a Castle Window representative who sets an appointment with me in a few days for one of their men to come to my home to measure for the window unit. The day of this appointment I get a call that the appointment would have to be rescheduled for the next day (seeing a pattern here? Initial sales consultation was rescheduled and now measurement appointment was too).

We came home later that same day to find a contract form filled out by ** lying on our breezeway. As I started to review the contract I noticed that my name was spelled wrong. After all the calls you'd think they'd be able to spell my last name correctly…especially since they had my check in their possession for the last three weeks! Oh well, I was still willing to continue with the transaction if nothing else pops up…and then it does…at the end of the contract I see a fill in the blank of “Estimated Installation Date”. ** has handwritten in this field “January, 2016”!! The last time I looked at a calendar January is not 5-6 weeks past Oct. 3rd.

By that point, Castle Windows had wasted enough of my time. My confidence in them was shattered… I mean, if I have to chase a company like this just to get a signed contract with them to get them started, what will I go through to get the window installed?? And I can't imagine the hassle I'd be put through if I had to contact them with a warranty issue!! No thanks Castle! I cancelled my check and called Castle Windows to tell them not to bother sending their measurement guy. They proceeded to tell me that I'd have to follow some cancellation procedure and they'd have one of their managers call me.

I said I don't have to do anything… I have no signed contract with Castle Windows and I've cancelled the down payment check. They said they were sorry for the inconvenience and a Castle Window manager would be calling me…you guessed it…no one ever called! Moral of my story is don't waste your time with Castle Windows. Home Depot will install a better quality window with a warranty that's as good as or better than Castle Windows'. My take on Castle Windows is that they strive for sales quantity and score poorly in customer satisfaction.

It became obvious to me that there's a disconnect in their system that causes poor communication between their sales people and their main offices. If Castle Windows' intercommunication is poor think how you'll pull your hair out trying to communicate with them…I know… I've lived it…it's VERY frustrating! The only thing Castle Windows “The Window People” did for me was to cost me a month of my time and the $10 I had to pay to cancel my down payment check. Buyer beware…steer clear of Castle Windows…they can't keep up with their ambitions.

Bad experience with Castle Windows
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BERLIN, CONNECTICUT -- It is sad to see a lot of wonderful reviews with Castle Windows as my experience was very different. From reading the reviews it appears the product is indeed a good one but BUYER BEWARE if you need good HONEST information (that may impede a sale from occurring...)

When the unfortunate event of a storm caused water to flow into my living room I had called Castle Windows and explained the situation. They told me they would send someone out (Morgan) who would evaluate what was happening.

Morgan came out and spent a lot of time in my home - and informed me that yes, the window was my problem - and they can help. I put a deposit down on a new window and was told the next step is the measurer/engineer would come out to finalize the job.

The man that came out and measured my window, was experienced in general with homes, and was sharing a lot of advice with me. Part of that advice, was (thankfully!) educating me that I had issues with my J channel and roof above my window - and that my current window isn't the problem, in fact it was likely less than 3 years old and to call my insurance company. (I moved in 2 years ago)

As a result of this encounter, I called my insurance company that night and the ball started rolling on that situation - I asked if I should inform the Window company - but was told to wait for the inspection to confirm the information that was relayed.

Long story short... The insurance adjuster confirmed the findings of the Castle Windows Measurer, and informed me my issue came from the roof/j channel, and we need to take care of that - there is no need for a new window.

I contacted Castle back at this point to let them know and they were not sympathetic to my situation at all. I explained step by step what occurred, and that I felt the disconnect was Morgan telling me the Window would eliminate the issue I contacted Castle Windows for, and that ended up not being true, for that reason I was looking to receive my deposit back.

I eventually was escalated to a "General Manager" but it was a poor experience as far as customer service goes, with belittling and aggressive tactics... I requested to walk through the situation as it occurred, but was repeatedly cut off and told I signed a man to man contract, something that my generation doesn't understand... This "General Manager" said man to man maybe 20 times on 1 phone call in an effort to belittle me.

I was told someone else will be calling me, and I hope that person will be someone who can speak to me logically and calmly about the situation without repeatedly trying to put words in my mouth or talk in sports analogies. I am holding hope that Castle Windows will do the right thing and return my deposit after the unfortunate deceptive nature of the sale.

Decent Product, Bad Execution
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

MT LAUREL, NEW JERSEY -- Fact: Windows ordered – June 22, 2018. Install completed – February 1, 2019. (7 months, 10 days). Castle did come through in the end, but this is excessive. If that is acceptable to you, then read on.

Summary: We selected Castle from other providers because we felt they had the best product. Based on my experience with their customer service, I doubt the quality of the windows. They continually refer to their 30+ year history, but I found the trouble to get closure on the installation excessive. After a lot of effort on my part, and the involvement of the Director of Operations, the window replacement project was completed.
I did have a large project – 25 windows and 3 doors. Note that Castle does not manufacture or install the windows – they act as the middle-man between contracted manufacturer and contracted installers. This is not made clear in the sales pitch.

Details: Although I was verbally promised a one-day completion time for the replacement, the contract stated two days. I expressed my surprise that such a large project could be completed in only one day, but I was reassured by numerous individuals that only one day would be required – verbal. It took a bit more time.

First install (one day). August 27, 2018. In addition to doing a terrible job in attempting to install the windows, they discovered that the internal springs in the windows were all broken. Since they had removed seven old windows, they installed the broken windows. They departed while Castle determined the next step.

Second install (four days). September 19, 2018. The second install team arrived with repaired windows. There were several issues that needed to be corrected from the first install, but this team did a much better job.

Other than stated above, we experienced the following issues:
1) Due to state law, certain windows needed to be tempered (as stated in the contract), but they arrived with normal glass.
2) We ordered black windows. I now understand that vinyl only comes in white or beige and that our windows would be painted black, but the salesman left us with the impression that it would be black vinyl – hence the delayed install date. The problem is that even minor scratches show through the black paint. Some scratches were covered with touch-up paint, but it doesn't look good.
3) A bottle of touch-up paint broke inside one of the boxes and covered the window. The excess paint was removed from the glass, but it is still visible on the frame.
4) Promised that installers would clean the windows. Although the installers did move a cloth across the glass, they were certainly not cleaned. Every window had smudge marks and fingerprints from the installers. We have since cleaned ourselves, but another broken promise.
5) Only half the windows had screens provided. Eventually remaining screens were installed.

Given the above issues, I asked for a discount on the windows in September. I was offered a minimal discount that was not representative of the issues that we faced. I paid approximately 80% of the contract price with the understanding that Castle would evaluate the situation further and we would agree on the balance to be paid. They promised a response “in a couple of days”, but after two weeks, they did not call me back. I made two calls after that time, but was not able to get a response.

Once the Director of Operations got involved, the process moved forward, albeit slowly. After his action, the following occurred:
- o/a November 15, 2018. Technician installed screens and replacement tempered windows (13 needed, but 7 arrived). Wrong items ordered.
- February 1, 2019. Remaining tempered windows installed. Install complete.

I again asked for a discount and was offered something very minimal. The Castle representative threatened to turn my account over to a collection agency, so I accepted.

I do not recommend Castle Windows.

Scam and Sham - Senior Citizen Out $1,300 Deposit
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOUNT LAUREL, NEW JERSEY -- Learned my lesson. Always go to HomeAdvisor first. Chose Castle Windows from a flier I received in a packet in the mail. I am a 67 year old Senior Citizen who has been in business all of my life. Never saw this scam coming. In Sept. 2016 salesman came to my home in Toms River, NJ and did a very good presentation. I really liked the product he showed me. Signed a contract and gave him 1/3 downpayment.

Was very upset when I saw that a different company deposited my check. In October 2016 was called for an installation date. Agreed on Nov 8, 2016. Late in the afternoon of Oct 28, received a call from the erstwhile installation department saying that they had an opening for the next day, Saturday, October 29 and would okay? I received a confirming email and felt comfortable. They would be there between 11:00am and 1:00pm. They never arrived. Received a call at 12:30pm saying they were having trouble at their previous job and would be at my home by 2:30pm. I made several calls to receive only answering services. I truly do not believe Castle Windows exists.

Around 4:00pm I received a call saying they were on the way. Someone arrived at my home at 5:50pm, almost dark, and expected me to let them install 7 windows - in the dark. I am out $1300.00. Have no faith in the company. As I said, I am 67 years old with rheumatoid arthritis. I took all of the blinds and curtains off the windows and moved all of the furniture. After the vicious runaround I received, I was too tired and upset to reinstall all of the hardware for the blinds and curtains. I was exposed to the public. It is now 5:00am on Sunday morning. I have not slept. Am going to the police to file a complaint. Thank God for cellphones. I have all of the backup I need.

Happy With Purchase
StarStarStarStarStarBy -
Rating: 5/51

PARAMOUS, NEW JERSEY -- I called Castle Windows after seeing one of their fliers in my local newspaper. They were the 3rd company that I had come to my house for an estimate. I was looking to replace all of the windows in my home but was shopping for the best price and of course, the right product. The total was 18 windows. The sales representative was on time, answered all my questions, and told me about the company's lifetime guarantee. When it came to price it was a little high. But he mentioned that if I signed the contract that day he could save me a lot of money.

He gave me the new price and the difference was nearly $3,000. Not to mention that it was over $5,000 cheaper than any of the other companies. Me and my wife discussed it. We liked the window and the guarantee, so we decided to go with them. That same night my wife was Goggling Castle and found this website. I read the reviews and got scared. We almost cancelled the entire order, but my wife made a good point. People don't go online to write positive reviews, but they certainly write a review if they are unhappy in any way. And considering a company of this size and all the business they do, theirs bound to be some unhappy customers.

We also read a lot of positive reviews on this website and others so we decided to keep our contract. A few weeks later the installers showed up on time with two trucks and 6 guys! They worked from 9 am until dark. After that they cleaned everything up and to my astonishment were completely finished in just one day. The windows look great and I can notice that my central air unit is not kicking on nearly as often as before. The house is definitely cooler and considering we live on a busy street, even quieter. So despite the negative reviews, this company so far has lived up to everything they claimed.

Yes, the original price was a little high, but by signing the contract the first night we saved a lot of money. And the final price was way below what we ever expected. They also asked for only 1/3 down opposed to 1/2 like the other companies. This made me more confident that I didn't have to pay the balance until all of the work was completed. As long as the windows stand the test of time like I expect them to, I will be asking Castle to do my shore house as well.

They Do Not Fix Their Mistakes
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Damage Done - No Resolution
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!

Do not hire these people! They will steal your money!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MT LAUREL, NEW JERSEY -- DO NOT USE THIS COMPANY!!! On July 2nd George Markakis came into my house to discuss getting my windows done. I told him that I am very wary of construction companies because I have been cheated before and had to go to court. Even after winning the case, I still have yet to receive my settlement money. George said not to worry because he is a trustworthy person--he is a "man of his word." We went over the details of what I want done. I told him that I want my windows done in three weeks. I told him that the other places that I talked to (who were cheaper) gave a longer estimate and said that anyone who says three weeks is lying to me. George scoffed and said that he was able to do it in three weeks. He was so enthusiastic and kept saying he was trustworthy, that I believed him, gave the deposit, and signed the paper. Little did I know that he lied and put down a date that was three months away from the date that I wanted the windows down. Four weeks later, I call the company and they say that there's nothing they can do and that I need to take it up with George. They refused to give me my deposit back and let me separate ways. I call George and he is extremely rude to me and even yells at me. He hangs up on me and blocks me, not picking up the phone when I try to call him back. I call customer service again and they say the best they can do is before the end of August. They said that it's because they had to get a permit (but permits don't take that long) and that I should have known this before. However, I don't know much about this and they knew it. George mentioned that he's done work in my neighborhood before, so even if permits do take long to acquire, he definitely knew the timeline yet lied to my face that three weeks is doable. I can no longer trust this company to do a good job nor do I want to work with them. All I want is my deposit back so I can go to another company who will stick to their word. They refuse and say it's my fault and that they're sorry "that's the way I see the events." That's not how I see them, THAT'S WHAT ACTUALLY HAPPENED. DO NOT TRUST THIS COMPANY OR THESE SALESPEOPLE BECAUSE THEY WILL LIE TO GET MONEY.

By Far the Most Positive Experience Ever With a Company.
StarStarStarStarStarBy -
Rating: 5/51

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.

StarStarStarStarStarBy -
Rating: 5/51

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!!!

Top of Page | Next Page >