Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Castle Windows have been a disappointment. In January 2025, the installation for my customized storm door was delayed because the technician/driver called out from work. No one notified me and I had taken that day off from work for nothing. THEN when it finally was installed a month later, the technician broke my door when pulling the bottom screen up during his demonstration. I had to wait another month or two for them to learn how to repair it and get part. On March 17, 2025, they were scheduled to arrive to repair the storm door between 11am to 3pm and no one showed up again. My appointment was canceled without notice for my 11am to 3pm slot. I paid in full, no debt owed and the service has been trash for a door that cost over $2,000. I would like to receive some money back for the poor quality of the door and poor customer service. The company is a scam and treats their customers like trash, especially once they get paid. When I called for an update on when to expect the repair, I received empty promises and lackluster responses. The technicians do not know how to fix doors and had to look up ******* videos to identify the issue and how to fix it. For this to be a product that they sell to customers, the technicians should be well-versed in how to repair the products that they claim to know so much about. I shouldn't have to call to find out that my appointments are cancelled. That is completely unacceptable and poor business acumen. Castle Windows should have kept me informed of installation and repair cancellations, and reschedule dates, etc. Instead, I had to call to inquire about my service for every part of the project and that is unacceptable. On top of all that, the door is of poor quality for the price they charge. I want a partial refund and my door repaired correctly OR they can take the door back (uninstall) and give me a full refund . I also want full accountability of their technicians and **************** Agents, such as **** ********.

  Business Response

  Date: 03/19/2025

  We already have a service appointment set up for this customer and spoke to this customer on *********. We will be fixing the Provia Spectrum Door,
  In response to the consumer complaint about the spectrum door we offer the following response.
  
  Thank you for taking the time to share your feedback with us. We sincerely regret to hear about this customer's experience and would like to extend our deepest apologies for any inconvenience caused during this process.
  First and foremost, we would like to assure the BBB and our customer that the Provia Spectrum door purchased is a high-quality product, featuring advanced technology designed for durability and functionality. We take great pride in offering products that meet high standards and are committed to addressing any service issues to ensure your satisfaction.
  
  We understand and acknowledge that our customer's buying experience has been far from ideal, and for that, we truly apologize. The rescheduling of appointments was regrettable, and we take full responsibility for not communicating these changes proactively. This situation arose during an exceptionally challenging period, as one of our technicians was rushed to the hospital with a severe medical condition, leaving us short-staffed. While this is not an excuse, we hope it helps to provide some context.

  
  Regarding your concern about our technicians' expertise, I want to emphasize that our team is highly experienced in working with Provia products. The use of Provia repair and service tips, including video tutorials, is a common industry practice designed to provide consistent, manufacturer-backed solutions. Our installers and technicians are well-versed in handling these doors and are fully capable of resolving service issues effectively tradesman use directions and tips to ensure they are following proper protocol.

  
  We also want to clarify that multiple attempts were made to contact our customer regarding scheduling updates and service. If there were lapses in communication, we deeply regret them and are reviewing our procedures to prevent such occurrences in the future.
  While we empathize with her frustration and are committed to ensuring that her door is repaired to her satisfaction, we must politely decline her request for a partial refund or full reimbursement. Service accountability is the expectation we provide to our customers. The quality of the Provia Spectrum door is assured, and we stand by our product and service standards. That being said, our customer's feedback has been invaluable, and we are taking it very seriously to improve our processes and communication.

  
  Once again, we apologize for the inconvenience caused and assure both the BBB and our Customer that the repair will be completed promptly, the repair is already scheduled. If you have any further concerns or questions, please dont hesitate to reach out directly.
  

  Customer Answer

  Date: 03/25/2025

  [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 ********. I appreciate the response and respectfully expect  the door to be repaired properly and according to schedule.  I am awaiting confirmation of the date and time for repair from **** ********; including the name of the assigned technician. Thanks.
  
  Regards,
  
  Kia *****
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Castle windows is refusing to fix, the damage to my home that was caused by the faulty product and or installation. This has been an on going situation for the past couple of years. Not only is the product supposed to have a lifetime guarantee. I still can't even get them to stop the leaking.

  Business Response

  Date: 12/26/2024

  In response to complaint made by Customer we reply as follows:
  The facts in reference to this issue.
  Mr. ***** has been insistent that issues with his homes water issues are related to work performed by Cardo Windows LLC DBA Castle Windows that were installed.
  The timeline for Mr. ***** is as follows.
  Mr. ***** purchased windows on 2/25/17, the windows were installed by the company he purchased from on 2/25/17.
  Based on information passed to us on the account we have the following
  On 3/4/2023 Mr. ***** called their Offices to report the windows were leaking,
  They sent out their tech sent on 3/31/2023 noted visual inspection and called for windows to be removed and reinstalled based off visual inspection of the work, the service to remove and reinstall was performed by the company he purchased from on 5/12/2023.
  In keeping with good faith to the customers of ********************** we agreed to provide service within reason for customers of ********************** after **** Builders LLC took ownership of the area which Mr. ***** lives.
  We have a very well written procedure for leak investigation that requires layers of investigative work to find the leak and what is leaking before any repair is attempted. We do not rely on guess work or what somes eyes think they see. We use a process of elimination plus look at when leaks are reported to see if there is a particular pattern or event that the leak is occurring. 
  On 2/20/2024 we performed a leak investigation and test of the home to see if we could determine where the leak was coming from, it was noted that water was coming in however the windows did not leak even after several minutes of spraying the windows with water the windows themselves did not leak but water came from around or above the window. It was not determined where water was coming in at that investigation. Wanting to make sure we made correct decisions the information was brought back to the office to view and review.
  Upon review of the information it was determined that it was not the window or the installation but to be completely sure we would run a liquid vinyl sealant around the any seams on the vinyl sill area of the window to prevent heavy rain that was awaiting draining so as it could not seep into the frame, it is uncommon but has happened enough to actually be a step in our process of elimination but since the windows had already been removed and reinstalled ************ was performed on 4/20/2024.
  On 9/23/2024 Mr. ***** contacted us to state the windows were still leaking, with 5 months passing his claims were reviewed and the team looked at the weather that had occurred between the services and the call to see if anything provided help, multiple instances of heavy rain, severe and extreme storms and wind driven rains occurred without any calls from the customer. This is not typical of issues with windows, windows that leak may leak only during certain events but there were multiple events similar in direction, volume and speed that did not cause leaks to be issue.
  On 10/19/2024 We sent our Installation Manager with thermal leak detectors,moisture meters and thermal imaging to discover the source of the leaks. During his work to investigate using the technology he identified that the leaks were coming in from behind the siding, in areas that did not have any windows as well as areas that had window and it had nothing to do with windows. We provided reasonable and ample proof to Mr. ***** that the leak was due to a siding issue and is not the fault of the window. Mr. ***** questioned the results at first,but our manager stated it just was too easy for anyone to see the side, the issue not the windows. Mr. ***** did acknowledge the findings as he could see on multiple levels from thermal imaging to having the siding pulled back and viewing the leaking.
  We asked that Mr. ***** remove a very passionate but incorrect review about our company from ****** and although he did not like our findings because it did not satisfy his need to find someone to blame, Mr. ***** removed the bad review,and we have not heard from Mr. ******
  In summary,
  Mr. ***** did not do business with us and our offers of good faith to help him have been at our costs.
  We provided solid, bona fide proof, that the issues stem from the siding that Mr. ***** viewed with his own eyes and saw the issues for himself.
  Mr. ***** acknowledged our efforts and agreed that the windows are not the issue. As walls with no windows or nowhere near windows were leaking as well.  
  Mr. ***** is more than welcome to call and allow us to look further into the issue. We have also offered to come up with a solution for him and bid it at dead cost to help him repair the issues properly and without profit. We would have to investigate the rest of the home as one would expect the entire home to be leaking. Our offer to him comes from a company that did not install the product originally and has shown it is willing to help with nothing to gain.
  It appears Mr. ***** is looking for someone to fix the issues at no cost to him as he stated previously.  Maybe its a hail-**** but we are confident and comfortable with our findings and conclusions. We even offer to investigate the entire home and come up with a work scope for no charge so anyone and everyone will know the full scope of the damage caused by his siding. We still offer to do that and to do the work at true dead cost, the cost of labor and materials only. Even if Mr. ***** was unreasonable or not, even with the onslaught of verbal abuse, his passionate assaults on our character constantly for not telling him what he wants to hear. They will not deter us from continuing to try and help a Mr ****** 

  Business Response

  Date: 12/26/2024

  I do not mean to keep sending pictures over and over, but I do not get a message like they sent so I am filling out information in this line hoping that when I click on proceed that I get a message that convinces me that the pictures have been sent to you. 

  Business Response

  Date: 12/26/2024

  Customer Name is ***** ***** check failed us and the letter was posted but the last name is ***** first name ****. 

  Customer Answer

  Date: 01/06/2025

  Those statements are false. I did not acknowledge that the siding was the issue. I have had contractors tell me there is nothing wrong with my siding. I never acknowledged that the windows we're not the problem. The company is making these claims to get out of the thousands of dollars in damages they have created to my home