ComplaintsforCastle, The Window People

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are requesting repair services for windows that do not close properly and replacement of windows with noticeable imperfections that became apparent after the company cleaned them. Additionally, the window screens have never fit properly since the initial installation and are not staying secured to the windows. Despite multiple attempts to contact the company via text messages and phone calls to customer service, we have not received any response. Initially, the company was responsive and made several attempts to address the issues, but they have not been able to resolve them. They mentioned at one point that they would order three replacement windows and screens to determine if the problem was due to defective materials. However, the situation has since worsened. We now have windows that will not close after being opened, and we have to go outside to manually lift the window while someone else closes it from inside. In addition, two of our basement awning windows only open 15 degrees, severely limiting air circulation. These are casement windows, and despite our repeated complaints, the company is now ignoring us and is no longer making any effort to resolve these ongoing problems. The reason we purchased from the company was the lifetime waranty and the quality of the windows during the sales presentation.

  

  Business response

  08/30/2024

  We're about shocked about this complaint, since we have already been diligently working on the clients service issues. We have had our head technician out, along with the manufacturers architectural supervisor, to determine the issue. They advised the client that we were ordering new sashes, glass and screens, that are expected to arrive on the 16th of September. Once we have the product in, we will be getting the client scheduled for the first available appointment. We kindly ask that you mark this matter as resolved while we continue to provide the client excellent service under the lifetime warranty. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* from the ****** location has been stringing up along about the final window we bought that he ordered the wrong size for. Since ******************** has texted us that the window hasnt come in or it did and he ordered the wrong size again. Then needed to come back to the house and measure the window again. He has given us multiple dates his installer was supposed to come back and is always a no show. When he assisted us with the install he had us tell the finance company that the job was complete when it in fact was not. He said in order for his installer, ****, to get paid wed have to tell them the job was complete. We just want the window in and to be treated with fairness.

  

  Business response

  08/22/2024

  This is not our client. The client needs to file their complaint with the correct office. However, we did reach out to ******* to try and help schedule the appointment. 

  Customer response

  08/22/2024

  
  Complaint: 22166418
  
  I am rejecting this response because:
    Can we get the correct business on this claim?

  sorry for tagging the wrong company

  
  
  Regards,
  
  ***************************

  Customer response

  08/23/2024

  It looks like I tagged the wrong branch of the company. I have been working with ******* from the ******, ** branch. 
  

  he has been telling us for months now that they would be coming to install the window that they ordered wrong. It is constant lying to us. 

  

  Business response

  08/23/2024

  It's my understanding that the client is currently scheduled for September 14th. 

  Customer response

  08/23/2024

  
  Complaint: 22166418
  
  I am rejecting this response because:
  
  That is news to us! I also will believe it when I see it. 
  
  Regards,
  
  ***************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled the contract by notifying the Sales Manager after 48 hours when I became aware of numerous issues with installation, labor and warranty fulfillment. On day three, I sent a written notification to the sales manager that I was cancelling the contract and I wanted my deposit returned. When he did not respond to my written notification, I contacted him by phone. He informed me at that time that my refund would be returned in seven to ten business days. Since I still have not received my refund, I am requesting assistance from the Better Business Bureau. Thank you.

  

  Business response

  04/22/2024

  
  It was deposited 4/8, so 10 business days would be Monday the 22nd.
  I have it to refund. But the timeline doesnt add up. The check is dated for 4/6. If she mailed a letter 3 days later and then called, that would be 4/9 at the earliest. If she was told that it would be refunded 7 to 10 business days later, that would be Tuesday. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They showed up today ( March 2024) to do the work and were very punctual. The only problem is that we purchased 12 triple-pane windows ( December 2023) and were assured they were eligible for the ********* rebate of $100 per window. We were told many times their triple panes had a U factor of .20 by the sales rep and also by the worker who came to measure them, since they were triple panes they had to have that low U factor and were in compliance with the ** Energize Rebate Program. We looked at the sticker on some of the windows today and some said .22 that's the same as the double pane of the other window replacement window companies we looked into, and we paid more to get the triple pane. I think they should take 100 off the price of the windows that are .22 since now we cannot file for a ** Rebate. I don't appreciate that and now we are stuck since they pulled out the old and are putting in the new windows. Though attractive, not what we signed up for.

  

  Business response

  03/05/2024

  This was already resolved directly with the client while we were still in the home. A credit has already been applied to the account. I have attached the copy of the email that was sent prior to us receiving this complaint, and a copy of the Mutual agreement. This release has a confidentiality clause, so we kindly ask that you remove this complaint right away. 

  Customer response

  03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  In haste I posted the complaint and tried to retract it, unfortunately it got sent. Castle Windows is truly an  A+ business and I will pass it on to others. **** and **** resolved the problem by the end of the day. They were  professional and patient with me and wanted to make us happy customers. The workmanship of the product is exceptional. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is beyond satisfactory to me.
  

  My apologies and praises are sincere. 

  You all are an amazing company!!
  Regards,
  
  *******************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have our entire house replaced with Castle Windows. We have tried several times throughout the last two years to have a faulty window replaced. We can never get through to a person to help us about this issue. We are told theyre not honoring any warranty, however we paid for a lifetime warranty on our doors and windows we have purchased through them. We need our defective/faulty window replaced. The screens have also torn over the years. We were also told that they had a lifetime warranty as well. We have replaced several of them ourselves because no one will help us. . The seal is broken and the window is discolored. We would like them to replace the window and some hardware that is also defective on several other windows.

  

  Business response

  02/02/2024

  We did not install any product at this clients home. The client did not purchase from our company. The client most likely purchased from a company in ** that had a similar name. This company was/is not affiliated with Cardo, Castle "the window people". Therefore, the client does not have a warranty with us. We attempted to contact the client by phone to discuss directly but were unable to reach them. We kindly ask that you **** this matter as resolved. 
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The windows in my home are 'Castle, The Window People' brand windows. All are supposed to be covered by a lifetime warranty. I have a window seal issue that needs to be addressed per their lifetime warranty. Every time I try to contact the ** office, I'm connected to Castle's ** location. I was informed that I would have to pay to have the window issue addressed because the window was originally installed by the ** location and not the ** location. It is a Castle brand window that is under a lifetime warranty. It should not matter where the original installer was based geographically. As a consumer who purchased a product based on the warranty coverage. I feel that my window concern should be addressed without any out-of-pocket expense on my part. To now be informed that a '**' installer did the work, thus '**' location can only respond to my concern if I pay in advance for their services is just wrong. Again, I have 'Castle, The Window People' windows. I simply want this window concern, and any future window concerns addressed without any expense on my part. Unfortunately, in order to get this window concern addressed I had to process a credit card transaction for the amount quoted with the '**' location. My service appointment is scheduled for January ****. Lastly, if the '**' office is still open for business why didn't either of the '**' customer service reps that I spoke with during my calls, simply schedule my service appointment with the '**' office? Whereas, my concern would have been addressed for free per Castle's lifetime warranty.Thank you.********************************

  

  Business response

  12/27/2023

  The client DID NOT sign a contract with our company and we DID NOT install any product in the clients home. The client purchased with ******** Castle "The Window People", which is no longer in business. Our company is Cardo "The Window People" and we did not start operating in CT until ****. The warranty that that ******* provided was a limited warranty and NOT the lifetime warranty that we provide. We've offered our services in the past for a small fee, which the client has paid previously. We have no issue in attempting to service the client again, however, there will be a charge since the client does not have a warranty with us. The client has already paid that fee and is currently scheduled for service. If the client does not want to move forward with the service, we can certainly refund the money. The client can contact me at ********************** to let me know how he would like to proceed. 

  Customer response

  12/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********************************

• Initial Complaint

  12/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Windows installation 4-2023 Noticed a lot of noise after installing ( noise restraint)Windows were made for weather resistance ( false advertisement on the windows)Overcharged ***** for 8 poor quality windows the worst window business a complete waste of our hard earned money

  

  Business response

  12/11/2023

  The clients product has been installed since March. The windows installed in their home were custom manufactured, energy efficient windows. The client signed off that the product was installed in full working order and in accordance with industry standards, and the account was paid in full with their financing lender. The client has not contacted us since the install regarding any service or billing issues. We also have not contacted them regarding any billing issues, since they are paid in full with us. I'm assuming the client has not paid their financing lender and that's why its on their credit report. They must contact their financing lender directly to resolve this. 
  

  If the client is in need of service, they can contact us at ************ and we could get someone out right away. The clients product is covered under a lifetime warranty. We kindly ask that you **** this matter as resolved. 

  Customer response

  12/11/2023

  
  Complaint: 20987118
  
  I am rejecting this response because:
    the same company is the financial institution  an  we have  reach many times  to the financial company in the issues  an they r not weather insulated as u see. I sign off on the work that window was installed  but it dont meet the specifications of. What the company promised an tryin to sell us  for the price  they r basic. Standard windows. U can buy at ********** or Lowes. For a very much lower price  an as the reviews on there. *******  they r. The worst window company in the world. Where other clintes  r having  same issues. Of what they promise on there products 
  
  
  Regards,
  
  ******* & ************************************

  

  Business response

  12/14/2023

  Castle Windows has no affiliation with Castle Credit. Castle Credit is just another financing lender the clients can apply through, along with ***** ********************** Greensky, and many others. The name  of the company is completely coincidental. The client is paid in full with Castle Windows. The amount due is now owed to Castle Credit. Any discussion of payments must been discussed directly through them. 

  As far as the windows, we attempted to contact the client to schedule an inspection and was unable to reach them, so we left a message. We would like to get someone out to take a look at the windows and resolve any issues they may have. The client can call the service department back at ************ to schedule. We will also continue to try and reach them. We kindly ask that you **** this matter as resolved. 

  Customer response

  12/17/2023

  
  Complaint: 20987118
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* & ************************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  October 7th met with sales representative for **** hours Came to an agreement and signed contract for installation of 10 windows When the sales person *************************** presented the agreement with an installation date of 12/4 we said that would not be possible based on our timeline for aluminum siding installation *************************** the Sales person said it was a formality and the windows would be delivered and installed with in 4 weeks and said "I guarantee it" we gave him a deposit and before leaving he insisted we give him a 5 start internet rating Never heard from or saw him again after 10 separate phone calls.Every time we tried to contact Castle Windows directly it was oh your order went through the ** ****** or oh your order went through the PA ****** and no one could give us a straight answer as to when we were receiving our windows First appointment was last week and we follow up with a call stating our windows "were not on the truck" we will call you back Next call was we will have the windows delivered November 10th and appointment for November 11th was made Phoned again today and they could not find the order Phoned again and was disconnected Phoned again and was told the windows were delivered and were going to be installed as scheduled tomorrow morning Just get a call from my significant other telling me Castle Windows just called and NO the windows were not delivered and NO they are not going to be installed I phone back and speak to **** for the fourth time today and he insists someone may phone MAY phone me Monday, not acceptable. Supervisor gets on the phone and also has no information for offer.We are STALLED again with our door installation and aluminum siding due to lack of any type of organization, communication, information and professionalism on the part of Castle Windows.

  

  Business response

  11/11/2023

  We apologize for the frustration experienced by the client. As evident from the client's message, they were eager to expedite the window installation, seeking a quicker turnaround than specified in the contract. It's essential to note that during the process, the client switched their order from a cash to a finance basis, which inevitably extended the order processing time (not signifiable but some as we needed to submit banking info, gather paperwork and signatures).

  The client reached out to our office multiple times, seeking order status updates and pressuring for a delivery date.

  While we understand the client's urgency, this led the installation department to take a step we discourage'Setting Install off the truck.'

  This involved scheduling the installation for the day the factory suggested the windows would be delivered. We typically receive shipping manifests the day before delivery. Upon receiving the manifest and realizing the oversight of not accounting for the job, the install manager promptly contacted the client to reschedule the installation.

  Regarding the client's statement about our office staff not knowing the windows' whereabouts, this was due to the windows not being on any inventory report. Typically, we wait until we receive the units, properly inventory them, and enter them into our warehousing system. Although it may have seemed disorganized to the client, it resulted from scheduling the installation date before inventorying the windows.

  We will address this with our staff, emphasizing the importance of following protocols to prevent this scenario. Moving forward, we commit to adhering to these protocols and ensuring windows are received before scheduling installation. Thank you for your valuable feedback; we will take this into consideration for improvement.  Thank You  
  
  

  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Castle Windows defaulted on this contract. I opened up a Castle Credit Card Account to have four ********************** installed. Castle was supposed to install windows by 9/1/2021. Castle installed two windows in October 2021. Then, insisted on another $3000+ above the original contract for the remaining two windows. I signed the second agreement for the additional price as your Representatives, ********************* and *******************, stated and agreed installment by 3/2/2022. This date is on the Purchase Agreement. Castle never notified myself of any delays, on this date, as noted in section 4 of the terms and condition. Castle provided no communication whatsoever.The first communication from Castle windows was received after I paid off the credit card and closed the account in July 2022. This was all detailed in a letter to ***********************. Castle sent another letter to have me pay $3000 for the material on hand. My documented response was to have someone call to install the windows, if you had the materials on hand. Again, no response from Castle. I am through dealing with Castle Windows. Any attempted Lien, as stated in their recent letter, against on my property will be met with legal challenge against Castle Windows.Again, Castle Windows is in default on this purchase agreement and not myself, the buyer. I have requested Castle to stop sending threatening letters!

  

  Business response

  08/31/2023

  The client is currently scheduled for install for Saturday 9/2. We kindly ask that you **** this matter as resolved. 

  Customer response

  09/02/2023

  
  Complaint: 20537137
  
  I am rejecting this response because: The Business did not answer why I was a second quote of over $3000, above the original agreement, was required. I competitively bid this job and gave the order to Castle based on the quality of the windows and the lower quote. The additional money ($3000+) I had to pay, put Castle's windows above the other estimates. Also, why did it take a notification from the BBB to get the windows installed.
  
  
  
  Regards,
  
  *******************

  

  Business response

  09/06/2023

  I spoke with ************** on August 31st and scheduled him for install. During our conversation I explained to him the pricing of the contracts. However, there still seems to be some confusion, so I'll clarify. ************** signed a contract on June 16, 2021 for (4) double hung windows. At a later date the client removed (2) double hung windows from the order and only (2) windows were installed. The price of that project was reduced by $2,144.00. The client then signed another contract with us on December 1, 2021 for (2) half moon windows. After signing that contract the client notified us that he wanted to add back on the (2) double hung windows that were removed from the original order. Therefore, the price of the 2nd contract increased by $2,144.00. The client was not overcharged. He was charged the exact same price for those windows, as he was in the original contract. 
  
  Please note that the product has been installed in full working order an in accordance with industry standards on September 2nd. The product would have been installed much sooner had the client responded to our many calls, text and emails to schedule his install. Our final letter to schedule the install is what prompted ************** to file a BBB complaint, therefore, it's clear that he received our previous 4 letters. We kindly ask that you **** this matter as resolved.

   

  Customer response

  09/08/2023

  
  Complaint: 20537137
  
  I am rejecting this response because: There should've never been a second contract. The other businesses that bid on this job did so with the exact same windows that Castle, after they were awarded the contract, required an additional amount. Root Cause should be given as to the original mis-quote and why it took almost two years for the install. I also see no Corrective Action in their response.
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a garden window over 20 yrs ago from Castle. Since that time they have been out here over 10 times to fix the water accumulating in the insulation and being absorbed into the seat causing the seat to rot. They caulked, taken the whole window out and replaced the seat, caulked some more and the problem is recurring. I don't know how the water is getting into the base underneath the seat but I have requested a new window which they refuse to give me. They cannot fix this problem although they have tried numerous times. Since they have a lifetime warranty, the only solution they propose is to replace the garden window with a slider which I do not want. I am more than frustrated with their service.

  

  Business response

  08/16/2023

  The client is currently scheduled for August 22nd so that we can take additional pictures to submit to our factory. Please note that this window was installed over 20 years ago and is no longer being manufactured. We have been in contact with the client and are working with them directly. We kindly ask that you pend this dispute and allow us time to come to a resolution. Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩