Complaints

This profile includes complaints for Castle, The Window People's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Castle, The Window People

  109 Gaither Dr Ste 309 Mount Laurel, NJ 08054-1704

  
• 

  Cardo Windows, Inc.

  105 Clark Dr Unit H East Berlin, CT 06023-1165

  

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:09/29/2022

  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 window installed my windows September 10 of 2021 and they are still not complete. Ive been making $1000 payment for a year for an unfinished contract. I have been communicating with an employee named ***** but I feel like he keeps giving me the run around. I paid a lot for a Garden Window and the screens have been loose since day 1. But even more worrisome theyve been leaking and now Im concerned about mold. But EVEN MORE worrisome theyve sent 3 repair technicians here and none of them has the knowledge or experience with that particular window since its outsourced. The salesman I dealt with told me they build ALL of their windows. I was also informed my window is discontinued. After about 3 months of it being installed I strongly feel as though Castle should replace the entire window with a product their techs are familiar with repairing.

  

  Business Response

  Date: 10/04/2022

  We currently have parts on order, once received we will contact the client to schedule the service, under their lifetime warranty. We left a message for the client to update them with that information.

• Initial Complaint

  Date:09/19/2022

  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.

  I ordered 5 windows to be put in. Then 2 men showed up to do the job. They said they didn't work for Castle window they were contracted by them. They already started to taking the old widows out before noticing the windows were to small by 3 inches. They called there boss, then boss called me. The Boss asked if I wanted them in till they ordered new windows. I said, "no" But what do I do now you already ruined the original window that were in. You cant put them back either. The Boss man said we can put a special wood around the new windows you won't know the difference. I was still saying I will wait for new windows. I had no choice to let them put something like windows in. They did a very poor job. I have before pictures and after. Sharp things were hanging from windows, The glue was sloppy and missed in many places, glue was on floor, ceiling, an wood. Wood shaving an long s**** left in driveway. They left floors a mess as well. When they left I did not get any paperwork stating they were there. Not even the contract. I call them same day why do I not have any proof you where here documents. He said we will e-mail them to you. I checked spam/ regular mail. Never got them. I finally called the man again. CastleW then sent the contract a month later. He said keep windows take $700.off. No wanting new 1 afraid to let them.I Then was called by bank to pay them starting October 1st 22. I called ***** Fargo saying job was not even started. The bank told me that's not right we have it stating job was done. You don't start paying us till 30 days after the jobs done. I stated they put in partial windows an would put new ones in when they got them.Not being part of the job at all 1 of the workers said why don't you get 2 new locks on your back door. someone could get in very easily. It was a brand new door "no they couldn't" I said. So he showed me with a paint chisel, he couldn't. He didn't get in. Then also ruining the door. My new door he had no business touching.

  

  Business Response

  Date: 09/20/2022

  We currently have parts on order and we requested a rush. Once received we will contact the client to schedule the service for the first available appointment. 

  Customer Answer

  Date: 10/04/2022

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

  From: *********************** <*********************>
  Sent: Tuesday, October 4, 2022 9:20 AM
  To: **************************************************
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Still not resolved. Castle window stiill no contact to me.

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

  

  Business Response

  Date: 10/04/2022

  The new windows are expected to arrive on October 11th. Once received we will contact the client to schedule the service for the first available appointment. 

  Customer Answer

  Date: 11/21/2022

  
  Complaint: 18046145
  
  I am rejecting this response because:
  
  

  Case# 180461 45 

  *************************

  I had Castle Windows come out an put windows in. They could not start or finiah the job. The size of the windows now where to big. They want someone to still come out an put them in. 

  The man on Saturday who tryed to put them in showed me the windows where size 70" to big. The only way they would fit is cutting the walls of my trailer. Which I dont want done.

   

  **** can you confirm you got this e-mail and keep intouch with me. Thank you.

  Sent from Yahoo Mail on Android

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

  

  Business Response

  Date: 11/22/2022

  We have the correct windows and the client is currently scheduled for install on 12/6. 

  Customer Answer

  Date: 11/29/2022

  
  Complaint: 18046145
  
  I am rejecting this response because:I was told if Castle windows comes out they will have to take some off some of my walls out to fix them. Also the coking/white glue is on the wood border. They said they were not going top replace  that *********** put in the border it also doesn't fit properly. I am disappointed with the job they are doing. The guy I talked to was a bit rude.

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

• Initial Complaint

  Date:09/16/2022

  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.

  We purchased windows with a lifetime warranty. In February 2022 we observed the window seals in 10 windows had failed. The company stated it would replace the windows. Today the operations manager didn't know when the windows would be in. They manager was very evasive. I like them to complete the job in a reasonable amount of time

  

  Business Response

  Date: 09/19/2022

  The glass is currently on order and is expected to arrive this week, however, this can be subject to change due to shipping delays. Once received we will contact the client to set the service under their warranty.

• Initial Complaint

  Date:09/08/2022

  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.

  We are currently involved in a never ending project with Castle Windows. We met with a salesman in March'21 to purchase a new picture/casement window. We were told that all of the wood molding would be replaced along with the window. The salesman was VERY pushy and we agreed to the contract because of the "one day price" out of fear of what the price would be afterwards. Our measurements were scheduled & rescheduled, and after waiting months, the window was ready for install. When the installers arrived, the window had damage to the center glass, the crank handles and the interior decorative sash. We had no choice but to install it because our original windows were already removed. The installers then said that they would not be changing any molding. We then spoke with ************ (who spoke to us in an extremely unprofessional manner), and he said that they do not replace any molding, so the salesman lied to us. I never received a breakdown of what we were charged for "molding" in the original price, and was offered a small refund instead. We have now been trying to get the damaged glass replaced and are currently on our 3rd piece of glass and 4th service call to our home. Each service call takes at least a month in between if not more, and each glass that they bring is also damaged. The latest service call was today, and the team that arrived BROKE the new glass for the window, leaving us now with a broken window in our home. They also left shards of glass & screws in our *************** when they left, leaving us with a dangerous situation with a small child at home. There are not enough characters allowed here for me to go into full detail of all of the other issues with this company in between the sale & today. At this point, after 1.5 years if this headache, I am demanding a new glass installed ASAP, and a refund of some of this window for the extreme inconvenience and frequent need to take time off from work to wait around for their incompetent service teams.

  

  Business Response

  Date: 09/09/2022

  We have the glass on order and I requested a rush order. Once received we will contact the client to schedule the service. 

  Customer Answer

  Date: 09/09/2022

  
  Complaint: 17934321
  
  I am rejecting this response because:
  
  I will not accept a response at this time until the glass is properly installed to my satisfaction as we have received new glass in the past few months that has been damaged. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 09/12/2022

  We are working on getting the glass in as soon as possible. I spoke with ********************** directly and apologized for the delay and assured him that we would get this resolved. 

  Customer Answer

  Date: 09/22/2022

  
  Complaint: 17934321
  
  I am rejecting this response because:
  
  I still want to keep this complaint open until we receive the glass and it is installed to our satisfaction.

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

• Initial Complaint

  Date:08/29/2022

  Type:Product 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.

  Had windows installed with the understanding that the lifetime warranty was a great deal. Nope. After 5 months of placing calls and emails Im still no where with a shattered sliding glass door. **************** is horrible and I get the same runaround each call I place. Dont deal with them and find someone else.

  

  Business Response

  Date: 08/30/2022

  The glass is currently being manufactured, prior to receiving the clients complaint. Once received, we will contact the client to schedule the service under the warranty. We appreciate the clients patience while we await the glass. We are experiencing higher than normal manufacturing delays.