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:05/06/2025

  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.

  My wife and I bought Castle Windows about 10 years ago. We were told when we bought the windows we had a life time warranty. The company has left ****, but still are in operations. One of my window sashes has broken. When i called to get a replacement window sash, they are telling me the don't operate in ****, and that i would have to pay $250 for a new sash. I shouldn't have to pay for a new sash when i already paid for the life time warranty. I was even told the warranty was transferable. I filed the claim two weeks ago. When i communicated with the customer service **** he or she said i needed to talk to the manager. I have yet to hear from the manager. Its very frustrating know i paid for a service, and now it I'm being told i won't be honored. Please help.

  

  Business Response

  Date: 05/07/2025

  The client is not ours as they indicted in the initial complaint.  

  We will reach out to the client to see if we can help them in some manner 

   

   

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair 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.

  I have a limited live time warranty with castle windows, they now tell me that the company that installed my windows is no longer in business and they are not responsible for the warranty but they are doing business in ** as castle windows. I feel as they took over the castle windows business in ** they should be responsible for for the warranty. They state they didnt start business in ** until 2007 yet they provided warranty service in 2012.

  

  Business Response

  Date: 05/06/2025

  Mr. ********** purchased a limited lifetime warranty with a company that that is not associated with our company, despite it may having a similar name. That company has since gone of business. It's also important to note that the product that is installed in Mr. ************ home, is not a product manufactured by our company, therefore, our parts are not always interchangeable. We kindly ask that your remove and close this dispute. Mr. ********** does not have a contract with us. 

  Customer Answer

  Date: 05/07/2025

  [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 ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair 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.

  STOP contacting me. I have never requested a quote or any service from you or anyone else. No idea how you got my information but I am not in the market for new windows! Please stop calling me!

  

  Business Response

  Date: 11/08/2024

  Someone submitted the inquiry under this name and phone number, which is how we received their information. Their information has already been removed from our system. We kindly ask that you close that as informational only. 

  Customer Answer

  Date: 11/08/2024

  [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:
  
  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

  Date:09/12/2024

  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.

  On Sept 12, 2024 we contacted Castle about replacing our screens and a couple of windows that have fog in them. We were told when the salesman sat in our home that there is a lifetime warranty as long as we own the house, on every part of the window including screens no matter what happened to it. They would replace it free of charge. That was one of the things that made us decide to go with them. Today we were told that it is going to be $45/ window to replace the screens. This is completely unacceptable. The lady wsd extremely rude and refused to even allow me to be heard. I asked to talk to a supervisor who again gave me the run around. I asked to talk to the owner. He is conveniently "out of the country". Imagine that. I want the windows and screens replaced at no cost and an apology!

  

  Business Response

  Date: 09/12/2024

  A warranty typically covers defects in materials and workmanship under normal use and conditions. This means that if something breaks or stops working due to normal wear and tear, it will be covered. However, if the damage is caused by misuse, abuse, or neglect, it is not covered. (This is properly explained in the clients warranty packet) All of the clients screens were recently replaced, free of charge. However, there is evidence of abuse and neglect (maybe pet damage) since all 14 screens now have rips in them, again.This is not covered under the warranty and will be a charge of $45 per screen to replace.
  

  The glass will be ordered, free of charge, under their warranty. We kindly asked the client to email us a picture of the sticker on the windows. This will give us all the information we need to remake the glass. Once we receive that information, we will get it manufactured right away. We kindly ask that you mark this matter as resolved. We will continue to work with the client and provide them excellent service. 

  Customer Answer

  Date: 09/12/2024

  
  Complaint: 22275609
  
  I am rejecting this response because: They did not recently replace all 14 screens.  They only replaced the downstairs screens which do not need to be replaced again.   Only the upstairs ones do which have nothing to do with pet damage.  It is normal weather/age related.  Once again, they were not previously replaced!!!   Only the downstairs ones were because the mam replacing them didn't bring a ladder!  I want them replaced free of charge since that is what we were told and I expect an apology!
  
  
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 09/17/2024

  Our records show that all screens were replaced, however, in order to satisfy this with the client and avoid further litigation, we will rescreen the upstairs windows. We are still waiting for the sticker information on the windows. Once the client says us the information we can start working on this for them. 

• Initial Complaint

  Date:08/28/2024

  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.

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

  

  Business Response

  Date: 08/30/2024

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

• Initial Complaint

  Date:08/19/2024

  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.

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

  

  Business Response

  Date: 08/22/2024

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

  Customer Answer

  Date: 08/22/2024

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

  sorry for tagging the wrong company

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

  Customer Answer

  Date: 08/23/2024

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

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

  

  Business Response

  Date: 08/23/2024

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

  Customer Answer

  Date: 08/23/2024

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

• Initial Complaint

  Date:04/20/2024

  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.

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

  

  Business Response

  Date: 04/22/2024

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

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/01/2024

  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.

  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

  Date: 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

  Date:12/26/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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,
  
  ********************************