ComplaintsforCastle, The Window People

• 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,
  
  ***********************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot state enough how displeased I am with Castle Windows product but even more so their customer service, or lack there of. Especially management. I had windows installed September 2021 and have had an issue with the garden window leaking and having condensation inside. Ive had to deal with 7-8 different people, from installers to managers and they talk a good game but never follow through on promises. Weve been told that a new window would be recommended, and by one of the managers named ****. Now theres ANOTHER manager named ************************* who has been even less helpful. He was suppose to come to my house over a month ago to inspect the window himself and with **** and I have not heard ANYTHING from him. Then I get a notice in the mail this past Saturday May 27 saying theyve been calling and emailing me with no response and if I dont respond asap then Ill be billed for parts, which is an absolute lie because I have not heard word one from anyone in over a month. So I call the number Saturday and was told **** would be back in an hour and return my call.here it is Tuesday May 30 and still havent heard from him. I wish I knew the outright lies of this company before doing business with them. They warranty the windows for life but doesnt do any good if nobody ever shows up to fix the problem. Terrible business practice. This is now my 2nd BBB complaint about the same issue with the same window which seems to be the only way to get someone at Castle to contact me. Its getting beyond aggravating now. Ive paid a lot of money for these windows and still have a faulty product!

  

  Business response

  05/31/2023

  We have been trying to reach the client by phone, text, and email to schedule an appointment since April. (Records can be provided)  The client has not responded to any of our correspondence. We sent a letter in a final attempt to reach the client to schedule an appointment, but instead of calling **, the client filed a complaint with the BBB. We attempted to reach the client again today, May 31st, by phone and email and we were still unable to get ahold of them. I emailed them the following service dates: June 12th through June 16th arrival time between ****. The client can respond to my email or call ** at ************ to set the appointment. 

  Customer response

  05/31/2023

  
  Complaint: 20122161
  
  I am rejecting this response because:
  I have not received an email, text, or call in over a month. And I did call this past Saturday when I received the letter and was told the manager ************************* would call me back within the hour and nothing. And today after listening to the voicemail from **** I DID call back just to be told she just stepped out but would call me back when she returns and AGAIN NOTHING!!!  Its just lies after lies from Castle Windows. I just want them to honor their commitment to warranty their faulty product. I dont need another service tech to my house just to say they will put in a request for a new window and then nothing gets done. 
  
  
  Regards,
  
  *************************

  

  Business response

  06/02/2023

  ****************** spoke with ********************** yesterday directly and he stated he was busy at work and to call his wife. ******************** called his wife and the Mrs. did not answer nor returned his call. 

  We have parts in our warehouse that have been received for a while. We've tried to set the client multiple times for service and they will not set. I offered the client a bunch of dates through email and they still would not set. They keep requesting to speak with ******************** but does not answer or return his calls. **** will be reaching out once again this morning. He can also be reached directly at ************.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased new windows in February of 2022. We have had numerous issues with one of the windows that continues to leak a year later. Castle has been to our house over 6 times to attempt to correct the issue. Still not fixed. We now have water damage to the wall and carpet. Castle just keeps giving ** the run around. Their staff is clueless. I have tried to reach out to the owner ***************************** numerous times and havent heard back. They are suppose to come out May 10 the install a brand new window to see if that fixes the issue. I tend to think it will joy and even if it does I want compensation for the days of work missed, to have the wall fixed, Capet cleaned and all caulk removed and redone on all windows as they did a crappy job. We have been dealing with this for over a year and have tried not to go this route but we are fine playing nice.

  

  Business response

  05/03/2023

  The client is currently scheduled for May 10th to replace the window. We have been in constant communication with her, so i'm not sure how she thinks we've been giving her the runaround. We have serviced the client numerous times, ultimately deciding to order a new window. We are working dilegently to get this resolved right away. Any other issue will also be resolved while we're out there. We kindly ask that you **** this matter as resolved while we continue to service the client. 

  Customer response

  05/03/2023

  
  Complaint: 20012922
  
  I am rejecting this response because: although we are scheduled for May 10 to have a new window installed and have the leak issue rectified unltil this actually happens I am rejecting this settlement.  We have been dealing with this window for over one year and i will not rest until my house is back to the way it was pre Castle Windows.  I have tried to upload pics and video and its not working...Also all of the caulk around all of the windows in the house look like c*** and that too needs to be fixed.  
  
  
  
  Regards,
  
  ***********************

  

  Business response

  05/04/2023

  We are not aware of any caulking issues, this is the first time the client is mentioning that. That's not to say she is fabricating this, however, the pictures we have show a nice caulk line. The client can email me pictures at ************************************** so we can review and make sure we also address this while we are out there, along with any other issues. 
  
  The client has also been giving ** negative feedback on media platforms, despite that fact we've been actively working on getting this resolved. We have fully upholded our warranty agreement and have not given the client any reason to feel like we wouldn't go above and beyond to rectify every one of her concerns.
  

  We kindly ask that you close this dispute. Castle is working vigorously to resolve the service issues. If we do not complete the service to the clients satisfaction, they can re-open the dispute at a later date.  

   

  Customer response

  05/04/2023

  
  Complaint: 20012922
  
  I am rejecting this response because: I have spoken many times about the shotty caulk work and have told ****** and **** and **** all of our complaints. I am not surprised who ever is responding is unaware to these complaints as the communication is terrible.   Every time someone comes to my house to fix an issue they seem surprised like its the first time.  Again I will not **** this as resolved until everything is fixed.   *************************** is the one who should be aware of this and is also the one who is no longer permitted back at my house.  I will send ******* the pics again
  
  
  
  Regards,
  
  ***********************

  

  Business response

  05/08/2023

  We received the pictures from the client and will be taking care of any caulking issues as well. I assured the client of that in our email. We are going above and beyond to address of all of the clients concerns. The clients service is scheduled for the 10th. We kindly ask you **** this matter as resolved. 

  Customer response

  05/08/2023

  
  Complaint: 20012922
  
  I am rejecting this response because:
  
  Castle has been cooperating but since this issue has been ongoing for one year I cannot make this matter as resolved until I am 100 percent sure everything has been resolved and fixed.  
  
  Regards,
  
  ***********************

  

  Business response

  05/10/2023

  The client emailed in advising that the window and caulk issue has been resolved. The defective window was replaced with a new costume manufactured window. All windows were re-caulked. We kindly ask that you **** this matter as resolved. 

  Customer response

  05/10/2023

  [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. I do however reserve the right to file a new claim should we discover that the window still leaks after rainfall.  Thank you. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Second complaint against Castle Windows. I purchased 6 Windows and a Sliding door from Castle Windows in ********* or ******, ***********, in **** & 2006, with the lifetime warranty. I spoke with "*****" today, from the ******************* who asked for $189.00 to inspect my sliding door, which is leaking *********** from outside. I'm always reminded that the Castle Windows in *********** is no longer here, however, Castle Windows in ********** continues to sell in ***********. I'd like a visit to inspect & repair the door, or an offer to replace the door. This company provides the worse customer experience ever. Vin ************************************* **

  

  Business response

  05/03/2023

  The client is aware that they did not purchase from our company. This has been explained to them on multiple occasions. The client purchased from a company called ******* Castle "The Window people" that was operating in their area at that time. This is not our company. The product installed in the clients home is a Napco product, which is now owed by ***********. (We do not offer this product) They have a limited manufacturing warranty, not a lifetime warranty, if the client even purchased the warranty at all (not listed on the contract). We have helped the client in the past with minor service issues, however, we do not feel comfortable continuing to service the customer at this time. We kindly ask that you **** this matter as resolved. 

  Customer response

  05/08/2023

  
  Complaint: 20003449
  
  I am rejecting this response because:

  I purchased from Castle Windows in **** & 2006.  I made the checks out to Castle Windows, and included a lifetime warranty.  

  This is a horrible company.  They acknowledged that this WAS their product, and they have provided support visits in the past. 
  
  

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

  

  Business response

  05/09/2023

  We have assisted the client in the past with sourcing parts, like we have done with other customers is similar situations, however, the client was aware that Castle DID NOT install products into their home (although the name of the company who installed the windows *** have held a like or similar name)  The client agreed to pay service charges in the past because he acknowledge that it was not our product.
  

  Castle is willing to make an attempt to service, however, window and door products are not always interchangeable and there is a chance that Castle *** not be able to repair the defective unit. We would also need a "hold harmless signed" acknowledging that Castle is not liable for any damage that *** occur in attempt to fix the product. The client would also have to pay a service fee. 
  

  We kindly ask that you **** this matter as resolved. We are not the company that installed the clients product. 

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Lifetime Warranty from Castle Windows on my picture windows at my residence. They are in need of repair and replacing the hand crank components, that open side windows. I have had 4 or 5 appointments scheduled for a repair person with Castle to come out to and fix the issue. After scheduling the appointments,, no one ever shows up and no one calls me to confirm appointment. I have made numerous phone calls to Castle and everytime I call I am transfered to another extension where no one answers the line. At this time the Castle Window People Company are not standing behind their lifetime warranty. If you can please assist me in getting some type of resolution to this problem, it would be greatly appreciated.

  

  Business response

  05/01/2023

  The client was scheduled for April 29th and ************** went to the home and he was not permitted to enter to get the samples of the crank mechanism. The client is currently scheduled for service for May 13th with our service technician manager. We kindly ask that you **** this matter as resolved.  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had windows installed on 3/2/2023 and the installer got caulking on the drapery, and dripped glue on my bathroom floor which I couldnt get up and glue on the carpet outside of the bathroom and on the carpeted steps in the foyer. I notified customer service immediately and they agreed to come out after I returned from vacation. The appointment was on 3/13; however, they failed to come out as promised and did not notify me. I called and complained and a new appointment was made the latter part of March.They came out and removed the glue from the bathroom floor, and applied the solution to the carpet, unfortunately the solution did not remove it from the carpet. I didnt realize it until after the solution dried so I called twice and left messages for ***** (asst. ********* however, I never received a response so I went online and requested a service call outlining the problem. I received an email on 4/15 stating the following..Thank you for getting in touch. We have received your inquiry and will get back to you within one business day. As of 4/27 no one has contacted me to schedule an appointment. Today (4/27) I called and asked for a manager, the young lady(***) that took the call said the manager was busy but he wanted to come out to my house today between 4:00-4:30pm. I agreed and asked the name of the manager (****). I waited all evening and no one showed up or called to cancel. It has almost been 60 days and the problem has not been resolved. This is poor customer service and is inexcusable.

  

  Business response

  04/28/2023

  The client is currently scheduled for an inspection on May 9th. Our install manager spoke with the client today and apologized for the confusion. She stated she would close the dispute. Please **** this as resolved. 

  Customer response

  04/29/2023

  [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

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my house windows replaced in ****. The company advertises LIFETIME WARRANTY. I had to call the company back 3 separate times for the same upstairs window being defective. First it was the glass fogging up inside the double pane, then closing problem, now recently in November 2022 the bottom sash let go. The only way it would stay together was if the window was closed and locked. After service person coming 2x.for this problem. Told me do not make these windows anymore. These were apparently vinyl windows and now are made with metal. I would have to wait for customer changing out ********************** to get the sash. (Someones garbage) and it might be over a year! OR I can order a new window for $563. with free installation and need a c/c now to put it on. Told him to forget it. But advertises LIFETIME WARRANTY for what?? I found a home improvement company that replaced the window 3 days after contacting them and window matches all the rest for total of $500. installed. Castle windows has all the photos regarding this window.

  

  Business response

  04/21/2023

  Dear ******************,
  We are writing in response to the complaint you filed with the Better Business Bureau regarding your window order #****. We would like to address your concerns and provide you with a detailed account of our efforts to resolve the issue.
  As a company, we take pride in our commitment to customer service and the quality of our products. We would like to highlight the history of service we have provided for your window order:
  In ****, the windows were initially installed.
  In ****, we replaced the hardware to address operational concerns.
  In ****, we replaced the sash to resolve an issue with fogging inside the double pane glass.
  In 2013, we replaced another glass pane due to a failed seal.
  In 2016, we replaced yet another glass pane due to a failed seal.
  In 2021, we performed maintenance by removing and reinstalling the sash pin.
  In 2022, after 20 years since the windows were originally installed, we identified a mechanical issue with the sash pin and offered two options: either ordering a bottom rail for the top sash, and yes, our service rep offered a whole new window at our cost price, which some clients appreciate.
  We were willing to service the window and made an offer to resolve the issue. However, you informed us that you had already purchased a replacement window from another company, and therefore declined our offer.
  We believe that we have made significant efforts to uphold our lifetime warranty and provide service to address the issues with your windows over the years. We have invested time and resources to resolve the problems and ensure customer satisfaction.
  As a company, we take customer complaints seriously and strive to provide excellent customer service. We regret any inconvenience you *** have experienced and would like to assure the BBB and you that we have taken the necessary steps to address your concerns in a timely and professional manner.
  We value our relationship with our customers and appreciate the opportunity to resolve any issues that *** arise. If you have any further questions or concerns, we would be happy to address them promptly.
  Thank you for bringing this matter to our attention. The client already resolved this issue, please close this as informational
  

  Customer response

  05/03/2023

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

  From: *********************** <*******************>
  Sent: Wednesday, May 3, 2023 10:56 AM
  To: **************************************************
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  ****

  Sent from *** on Android

  I finally read the response after seeing the email and sending it to my saved folder.

  It was not true . The serviceman told me he could not order the part for the window. I would have to wait for a customer to trade in a ******************** because of an update, Which could take over a year. I told him but warm weather is coming and window has to be opened. He offered to purchase a new window because they do not make the vinyl windows anymore, now made with metal. I had agreed because I could not see waiting over 1 year for someone else's garbage. I gave him my c/c info for the new $563 window with free intallation and he left. I called my son and told me ridiculous. And to cancel. Thankfully I called and c/c # got mistaken. Asked to please just cancel order. I then called back 1 or 2 weeks later about lifetime warranty and just turned out horrible I wound up hanging up

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

  

  Business response

  05/03/2023

  We have serviced the client under their lifetime warranty many times over the last 22 years.As you can understand, some parts may be harder to source since the window is so old. We explained to the client that it could take some time and she was not satisfied with that. We offered to upgrade the clients window at our cost, which some customers are interested in doing. The client made the decision to purchase a window with a different company, therefore, this has already been resolved. If the client is in need of any service in the future on the other windows, we will continue to service, as we always have. Please **** this as resolved.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an entry door with side lites about 2 years ago and have been struggling with Castle Windows to get the measurement, quality and installation to an acceptable state with no resolve. The customer managers and staff are extremely rude and dismissive. They put you on a schedule and show up 2 to 3 months later with technicians who are not well crafted or trained. Originally the measured the door incorrectly leaving about a 2 inch gap on each side. The glass had been imperfections and damage to the right upper side like. Because they would need to change the glass and frame I requested a different style of glass. They refused to change the glass so I had to pay $1700 for the new glass. I waited another 2 to 3 months and when they showed up again the measurement of the new door frame was sill the same size as the old and the new glass I paid for was not installed in the door but rather the original one I ordered. I had to schedule yet another installation another 2 to 3 months and when the new glass was installed it was not representative of the one shown online. I complained I was not happy with the glass and they commented thats what you ordered. Also the inside frame was not installed correctly and they scheduled yet another install which took another 2 to 3 months. I spoke to yet another manager **** who assured me all will be corrected and not to seek legal representation. When the new techs came they corrected the frame on the inside and repositioned the door. They also changed the frame on the outside but did a terrible job which was hard to see at night before they left. Also I noticed the next day they used the wrong color cement, the frame was not installed properly and the cement was not either. There was also damage to the stones on the outside of the door. **** the manage came on-site and agreed the glass was not representative of what the website advertised and he will work to get that changed out. Now Castle wont resolve issue

  

  Business response

  04/17/2023

  The door has been installed in full working order an in accordance with industry standards since February of 2022. The client still owes a balance of $1,781.00, and every time we attempt to collect the balance, the client says he is not satisfied with the door. We had a crew re-install the door and the client stated he was happy with the door until we attempted to collect the balance. We have been trying to contact the client daily, since March 21st, to schedule an inspection/service. (I even attempted to contact him today) The client has not returned our calls to schedule the appointment. We have the following dates available:
  
  Thurs 2/20 
  Fri 2/21 
  Sat 2/22 
  and ever day next week - all **** arrival time. 
  
  Please offer the client the following dates for service. The client can call us back at ************ to schedule. 

  Customer response

  04/17/2023

  
  Complaint: 19942639
  
  I am rejecting this response because:  Castle has continued to lie and misdirect the situation.  I have never said I was satisfied with the door installation and have continued to submit pictures and ask for Castle to correct the issues.  Industry standards does not include poor workmanship and misalignment and damage to customer property.  ********************** has no regards to customer satisfaction and they are the worse company I have ever dealt with.  I am the one who has continued to chase this to bring it to an end however Castle continues to be dismissive, insulting, arrogant, dishonest and unprofessional.  Buyers beware and stay clear of Castle if you don't want to have a bad experience and poor workmanship.
  

  Also when **** was onsite I offered to pay the balance of what was owed but was told to wait until the adjustments were made.  **** assured me all would be addressed and the the Glass that was requested would be swapped out and an alternate installed.  The final payment was mailed out last week and there should be nothing owed on the account.  After speaking with ******* this morning I was told that **** expressed the installation was perfect which was completely fabricated and shamefully untrue.  **** is very deceitful and not in touch with reality.  **** should not be trusted and is a poor excuse of a manager. 

  The recap of this mornings conversation was I expressed that all issues should be addressed on a final onsite install adjustment and that I would expect nothing less.  This has gone on too long and that I have no future plans to do business again with Castle. 

  I am prepared to take legal actions if Castle continues their unprofessional and shameful behavior.
  
  
  
  Regards,
  
  ***********************

  

  Business response

  04/17/2023

  I spoke with the customer this morning/afternoon and attempted to schedule a service appointment. The client refused to schedule until we agree to change the glass in the door (that the client choose) for a different style glass, because he "does not like it". This is the 2nd style glass that we manufactured and installed, although he picked out both styles. The client is now requesting that we manufacture and install a 3rd style glass, free of charge. I expressed to the client that it cost us a significant amount of money to manufacture and install a costume style glass in the door. He feels that because he is the customer, he should get what he wants. (His exact words) 
  
  At this time everything is installed, per what the client signed for. The door may need some minor adjustments, which the client refuses to schedule a service appointment for. We have the following dates still available:
  

  Thurs 2/20 9-11
  Fri 2/21 9-11
  Sat -/22 9-11
  Every day next week 9-11
  

  I am working on getting the client quotes for the new style glass that he is now requesting. We would need to receive the final payment on the account that he currently owes ($1,781.00) plus a deposit towards the new glass before we can manufacture it. I will update the client with that information once I have it. 

  Customer response

  04/17/2023

  
  Complaint: 19942639
  
  I am rejecting this response because: Once again ******* from Castle who is inexperienced is not telling the full truth.  She began to lecture me on what the glass that is on the website should look like compared to what I received.  Once again I expressed that the manager **** who was onsite compared both the website representation and the actual installed glass and we both agreed they were not the same.  When I keep bringing that up she did a pivot and in her own words said " I am not sure what you discussed with **** but the glass you choose is the glass that is on the website."   Therefore she is unprofessionally and in the interest of Castle disregarding the conversation with *********  

  Second, all the glass I received was paid for and the first glass "The Gemstone"  I am not in possession of.  There were imperfections in the glass and Castle needs to replace as the glass is under warranty.  Again working with **** the Manager it was suggested to return both Glass pieces for a more desired one called Cheyenne.  Now Castle is not entertaining that suggestion all of a sudden but rather pushing back and being defiant. For Castle it not about Customer satisfaction nor producing good work but rather collecting monies and moving on to the next site.
  

  Again as I explained to ******* from Castle I would like to have all issues resolved at the final onsite visit.

  (1) There has been no mention of the damage done to my entry door stonework from the last installers that will need to be addressed.  Apparently when they were removing the cement to reposition the door they cut unto the stonework which is now damaged and now needs repairing.  I am not sure how exactly that can be repaired but it will need to be repaired by Castle. 

  (2) The framework on the outside needs to be replaced as the workmanship is jagged and poorly secured.

  (3) The Cement on the outside between the door and the stonework is poorly applied leaving gaps and holes.

  (4) The wrong color cement was used standing out from the original color and needs to be replaced.

  (5) There is daylight coming from outside to inside on the lower left side hinge that needs addressing.

  (6) The upper right side side lite is buckled on the top edge that needs addressing.

  (7) The s**** holes for the main glass and side lite were never covered as well as hole in the adjacent frame were never covered.

  (8) Lastly I am expecting the suggestion of the Manager **** who explained to me he has worked with the representative from ProVia for several year to honor his recommendation.

  What I don't want to happen is for Castle to send out more inexperienced Tech or Managers that are not ready to address ALL the above issues which has has been my experienced the last 2 years.

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

  

  Business response

  04/18/2023

  The customer is scheduled for service for Tuesday 4/25, under the lifetime warranty. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a problem with foggy glass in my bay window also it needs to be leveled. They sent a technician to evaluate the problems, told us both problems will be rectified. We were contacted to setup a date to fix problems ( 3/30/23 ). A technician comes to our home tells us some one will call and leaves. No one has called yet. After calling several times with no success I receive a text saying warrantee is voided. Someone will call tomorrow ( 4/11 ).

  

  Business response

  04/11/2023

  The client installed a metal roof on top of the bay window. (This was done by another company) The metal roof is causing the bay window to sag, due to the weight. Making *************** to the window voids the warranty. This is specified in the contract and the warranty pamphlet. Our head installation manager reached out to the client today and left a message to discuss the service. 

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased my home in may of 2019, it came with a lifetime warranty on my windows, I noticed mold growing in the windows and threw the caulk sealing them I cleaned them through and trough I had castle come out which took multiple phone calls when they came out they told me that it was due to condensation and that I should clean my windows more often. When I told them I did and showed them pictures and that there was still mold growing threw the caulk the guy told me he could re caulk it and went to caulk over the mold I told him that didnt solve the problem and that I wanted new caulk so he ripped out the caulk and resealed only to find out my window sill has rotted out due to water damage! Did a quick fix and said he would have to put in a order for a new window sill which he did I had to call multiple times for an update finally he came back out and installed it and I said I had more issues and was told I need to make another phone call for someone else to come out and look. So I called again over 30 times to be hung up on multiple times. The guy came out again and looked at my windows and said its from condensation I questioned why it was coming threw the caulk still on ALL of my windows and he said that there were no leaks and that I should just keep cleaning them which I have been. He ripped out the caulk in 3 of my windows and Re caulked it only to find out I had an issue again. They set up a time to come out only for them to cancel and told me they would reschedule when the guys didnt have Covid, I agreed and called multiple more times only for nothing to be set up. *** reached out to managers and nothing has been done. Im still experiencing multiple things of mold in my windows and nothing is being done about it and I have young children.

  

  Business response

  02/13/2023

  The client emailed us the exact same complaint and we responded to them direct to resolve.

  please keep this closed while we are working on the issue.

  the client cna reopen this later if they dont get satisfaction. 

   

  Customer response

  02/22/2023

  
  Complaint: 19391366
  
  I am rejecting this response because:
  
  
  Complaint: 19391366
  
  I am rejecting this response because:
  I am still not satisfied with the results of castle windows. They called me and I explained the issues after reaching out to BBB and emailing them. They made me an apt to come out and take another look. When the guy arrived he was nice I showed him all of the issues and explained the situation. He informed me that condensation was normal and nothing new. I stressed how much mold was growing from the condensation building up and was told because I had my blinds and my curtains closed and that the heat was being trapped between the windows and the curtains causing the condensation. He also informed me the reason why mold was growing through the caulk was because the screens were not slightly opened and that the bottom of the screen was dirty not allowing the water to escape and because of how the windows were manufactured the water seeps through the tiny lining of the window. When it gets built up. I told him from the storm yesterday that there was no water in my windowsills So I shouldnt be having this issue. I was also told that my warrantee does not cover windowsills, even though I was never made aware of that. I also showed him the issue I was having in my bathroom With the mold and was told because we shower in there that there is more moisture I told him that we dont use that bathroom for showers and that it doesnt make any sense. I also informed him that I get a breeze through my windows and that I had plastic on themDue to that fact on 2 of my windows and I was told that I should put the screens up and open my curtains more so I dont get the condensation I was also told that I need to wipe my windows more when I see the condensation. I told him that I had windows replaced before and Ive never had this issue.He told me to open my windows more and to wipe them more and to let them know if the issue is still happening. I felt like them coming out was still blowing off the issue he could see the condensation built up and took pictures I am attaching pictures of my one window that was built up with condensation. He took pictures of my sons window that was more than halfway covered up with condensation.
  I feel as though there is an issue here and there hasnt been anything resolved 
  
  
  Regards,
  
  *********************************
  
  Regards,
  
  *********************************

  

  Business response

  02/27/2023

  ************** performed a detailed inspection and determined there are no leaks or drafts. The client is experiencing condensation on her windows, which is normal around this time of year with having the heat on. Condensation will appear from time to time on even the best-performing windowsin fact, it's often noticed more on high quality windows, because of their energy efficiency. Everyday living generates a surprising amount of indoor moisture. The client was told that she needs to wipe the windows when the condensation is appearing. Leaving the water on the windows will allow it to drip down and cause mold. Please **** this matter as resolved. 

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