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:12/10/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 12/17/2023

  
  Complaint: 20987118
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* & ************************************

• Initial Complaint

  Date:11/10/2023

  Type:Delivery 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.

  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

  Date: 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

  Date:08/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Castle Windows 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

  Date: 08/31/2023

  The client is currently scheduled for install for Saturday 9/2. We kindly ask that you **** this matter as resolved. 

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/15/2023

  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 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

  Date: 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

  Date:08/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/06/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 07/31/2023

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

• Initial Complaint

  Date:06/09/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/30/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/03/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/01/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.