ComplaintsforCastle, The Window People

• 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!

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have new windows and screens install in my house in 2014 by "Castle Windows" company with life time replacement warranty. I have called the company and requested a screen on sliding deck door to be replaced. I have been told that it will cost me $199 because screens are not covered by warrantee. They only replace screen once with no fee, and it was done for me several years ago. I asked a representative to help me find a statement about screens tot covered by the warrantee, and customers paying for screens replacement/repair. A representative was very vague, and could not tell me where it is. They refuse to provide required service until I pay $199. The customer service phone **************. I also talked to a manager; she refused to help.

  

  Business response

  08/14/2023

  The client is currently scheduled for service for 9/6. We kindly ask that you **** this matter as resolved. Thank you!

  Customer response

  08/14/2023

  [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

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the 2nd complaint I am filing against Castle Windows for Window Warranty Repair Please see complaint #******** filed March 4, 2021. The issue has not been resolved. The front window seat is yet again damaged due to water infiltration. Castle was contacted on May 3, 2023 due to another leak in the same location of the previous complaint. They sent out a technician to assess the damage. I did not hear back from them for over 4 weeks. Then spoke to the warranty representative. She advised that a crew member would be out to effect repairs 06/27/2023. A lone glass technician arrived on 06/27/2023 and replaced the 2 damaged windowpanes. His work order made no mention of repairing the windowsill and interior seat. 2 hours later a thunderstorm came through the area and the windowpane the technician replaced was leaking. I contacted Castle immediately to advise them of the leaking window and the work order not mentioned the sill or seat. The representative advised that the warranty manager would call. I received a call 06/28/2023 from **** advising me that the window installation manager **** would be out 06/29/2023 to assess all my complaints. He arrived on 06/29/2023 and agreed with what was discussed and he indicated that he would have someone out immediately to address the leaking windowpane (and windowsill repair). TO DATE NO ONE FROM CASTLE HAS CONTACTED ME TO SET A DAY AND TIME FOR THE WARRANTY REPAIR/REPLACEMENT TO BE COMPLETED.

  

  Business response

  07/07/2023

  The client is currently scheduled for service July 19th. Please note that we were contacting the client daily to schedule prior to receiving this complaint. We kindly ask that you **** this matter as resolved. 

  Customer response

  07/09/2023

  
  Complaint: 20281706
  
  I am rejecting this response because:  I had to reach out to Castle Windows on 07/07/2023 after not hearing from them for the appointment.   They still have not addressed when the windowsill and window seat will be replaced.  The installation manager was out on 06/27/2023 and I was advised that day he would send someone out ASAP (Apparently ASAP is 07/19/2023) to at least fix the window leak. The repairs to the windowsill and seat have to be "reviewed".  They have sent out two people to "review" the issues and I have sent photographing evidence of the damaged areas and shoddy workmanship.   It seems rather counterproductive to schedule two service dates to affect the repair plus wasting my and my wife's time and energy.   At this point Castle has not been able repair the issues and keep putting band aids the problem.  Castle should live up to their "Lifetime Warranty" and replace the entire unit.   It has been giving us problems for the past 3 years and probably would have been more cost effective to replace the entire unit.  

  I recommended Castle to a neighbor years ago when they needed a new bay window.  I am now regretting that decision.  
  Regards,
  
  *****************************

  

  Business response

  07/10/2023

  The window was installed in ****. Since then we have been out numerous times to service their product, and still continue to do so 22 years later. Castle has always "lived up to our warranty".

  The client is already scheduled for service. Our installation manager explained to the client that we need to remedy the leak issue before we can replace the seat board. It would be futile to replace the seat board if the window continues to leak. That would just damage the new seat board. 

  We are diligently working to get the clients service issues resolved, therefore, we kindly ask that you **** this matter as resolved. The client can re-open their dispute at a later date if they do not find our attempts satisfactory. 

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: ********************************** <**********************************>
  Sent: Saturday, July 29, 2023 2:02 PM
  To: **************************************************
  Subject: Message from BBB.org

   

  COMPLAINT NUMBER #******** ****, I was unable to respond to your request for a response as I was on vacation. I have just seen your email. Yes Castle was out to repair the leak but have yet to make any attempt to contact me regarding the rest of the issues with the window. No email or voicemails received while I was away to my house or cell phone. Thank you, ***********************

  Sent from *********************** (*********************
  
  Regards,
  
  *****************************

  

  Business response

  07/31/2023

  The client is already scheduled for service on 8/9. We kindly ask that you **** this matter as resolved.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had new windows installed in august of 2022. We have had nothing but problems with some of the windows. A complaint was filed with the BBB in May of this year. The company did fix the issue but we are looking for compensation for the 8 days that my husband had to miss work, carpet cleaning, painting, drywall repair and constant inconvenience over the past year.

  

  Business response

  06/26/2023

  The product is installed in full working order an in accordance with industry standards, and all service work is completed. We do not cover "inconvenience fees". Much the same as if the client needed service on their car, the dealer would not pay the client to bring the car in for service. This is $4,500.00 of the clients claim. Our contract also states that we do not cover consequential damages, however we were open to discussing reasonable costs for what the client has alleged. This was estimated to be $1,000.00 for paint and $500.00 for carpet cleaning. We find this to be fair and reasonable. 
  

  We kindly ask that you make this as resolved while we work with the client internally. 

  Customer response

  06/26/2023

  
  Complaint: 20166609
  
  I am rejecting this response because:
  
  I have retained legal counsel and have been instructed not to communicate further about it without counsel.
  
  Regards,
  
  ***********************

  

  Business response

  06/29/2023

  if the client is represented and seeking a settlement through a different venue, we kindly ask that you close this dispute and **** this as resolved. 

  Customer response

  06/29/2023

  
  Complaint: 20166609
  
  I am rejecting this response because:
  My attorney advised me that I accept the $1500.00 settlement.   Once I receive a check made payable to *********************** I will mark this matter as settled.  
  
  
  Regards,
  
  ***********************

*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. ↩