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:09/19/2022

  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.

• Initial Complaint

  Date:08/12/2022

  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 gives a life-time guarantee on its windows, but it now makes it next to impossible to get the company to make repairs. Their window parts break every few years and you have to call for service. In the past all you had to do was call the service ***** and they made an appointment right then and there for the repair. Some incompetent person in management changed that so now after you call you have to wait weeks for someone there to get back to you to make the appointment so you can wait more weeks to get the repair done. No matter what number you call you get the same service person who tells you they have filed the repair request and you still have to wait for them to call. It has now been over 3 weeks since I called the first time and NO ONE has gotten back to me to get my window fixed, that will not stay open due to the POOR quality of their windows. This is the 4th time I have had this needed repair on their windows - which I will NEVER buy another one, or anything else from them. - - Whoever made this stupid change should be FIRED!

  

  Business Response

  Date: 08/15/2022

  Customer is scheduled for service on August 18, 2022. We kindly ask that you **** this matter as resolved. 

• Initial Complaint

  Date:08/11/2022

  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 already filed a complaint through BBB for this issue (same as everyone else files against this corrupt company: failure to honor "Lifetime Warranty" for faulty products, in this case two screen doors whose paint is peeling off and hardware that has been corroded by the elements) back in April/May of this year, and Castle TOLD BBB that the matter would be resolved, the doors would be replaced, the hardware would be replaced. I've been following up ever since May, and it's been one lame excuse after another, until today, when I was told that they refused to replace anything "because they already did it once and won't do it again." Lifetime Warranty my a**. For months I've been PROMISED that the parts were on order, they were coming, we'll let you know when the installer will arrive, yadda yadda B.S. And now it's "We're not replacing anything." How many other BBB complaints were "resolved" only never to be resolved? This company should be shut down, put out of business, and all the corrupt people at the top hauled off to prison. But only AFTER the class action suit renders the company and all its executives bankrupt. That way no one else will ever be scammed by these charlatans again.Don't even bother trying to resolve this issue. It will never happen.And why isn't my original complaint still posted on the BBB website? Sure, Castle claimed it had been "resolved," but like everything else about this fly-by-night organization, it was a complete lie.

  

  Business Response

  Date: 08/12/2022

  The product is currently already on order. There was so miscommunication, however, we spoke with the customer to clarify and assured him the products should be in by end of August, beginning of September. 

  Customer Answer

  Date: 08/17/2022

  
  Complaint: 17705640
  
  I am rejecting this response because:
  
  I am taking a "wait and see" approach to this response, since I've heard some variation of the same response off and on from this company since last March.  If the repairs/replacement are actually made "end of August, beginning of September," I'll revise my response.  
  
  Regards,
  
  Grey Le Cuyer

  

  Business Response

  Date: 08/17/2022

  The product is expected to arrive 8/24, however, this could be subject to change. We will contact the client to schedule as soon as the product is in.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17705640
  
  I am rejecting this response because:
  
  

  Per our conversation moments ago, this company, Castle Windows, has made the same promise to me regarding this same issue dating back since last March, and the matter is yet to be rectified.  Hence my second complaint to you, in which they make the same toothless promises, then fail to deliver on them.  The same product they claimed would arrive last May and now claim would have arrived 8 days ago has still not arrived.  I believe Castle simply makes these promises -- only AFTER the BBB gets involved -- in order to get the complaints closed out on your system to make their shoddy company look better.  If you research Castle and the complaints against it overall in your files, you will find dozens involving the exact same sort of problems, allegedly "resolved" with the exact sort of vague promises that are very likely never delivered.  If they spent as much time simply rectifying problems (or better yet delivering product that don't require so much repair) as they do trying to clear their name in BBB complaints, it might be a better company.  Unlikely, but still.

   

  In short, a resolution that states "the business addressed the issues within the complaint, but the consumer remains dissatisfied" is both inaccurate and misleading, as the business merely gave lip service pretending to address the issues within the complaint, AGAIN, then continued to do nothing about it.  THAT would be a far more accurate summation of the situation to date.

   

  Grey Le Cuyer

  
  
  Regards,
  
  Grey Le Cuyer

• Initial Complaint

  Date:07/05/2022

  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 had windows installed by Castle windows twice. The first time was in 2014. At time I found a flaw in a double hung window. The second time was 2020. At this time one of the basement windows I ordered cracked. I have contacted Castle Windows numerous times over the years to have these defects corrected using my lifetime warantee. I have given my measurements, had the installer come to my house and file a work order. I never hear back from this company. **************** "accidentally" hangs up, the installer department doesn't pick up the phone, and customer service has told me that they have no record of my problem. I received a call from **** in the insaller ***** with the phone number to call back because my windows are in. When I called back customer service told me they never called me. {How did I get their phone number and the installers name if they didn't call me?} Last summer I was told the windows were in and I scheduled to have them installed. On the day of installation I was called and told there was a mistake and only one window was loaded on the truck. At that point I said fine, install one window and install the second window later. The installers came to my house and told me that they were given the wrong size window and couldn't install at that time. I took off from work to be here that day. I have been told that because of COVID Castle couldn't get the parts, were short staffed, had to have the windows made. I was told to call and email with my window problems. I have sent photos to the company,have had their installers measure the windows. I have given the info the Castle windows at least 3 times. The window with the glass flaw is a double hung window and the window with the crack is a casement basement window. I paid ******** on July 2014 for the ***** 7 windows and ******* for the 7 windows I ordered on October 2020. What good is a warranty if the company ignores the customer?

  

  Business Response

  Date: 07/05/2022

  The client is currently scheduled for July 16th under their lifetime warranty. 

  Customer Answer

  Date: 08/31/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I made a complaint against Castle Windows on July ******. (Please view previous complaint # ******** for details). In response to my complaint Castle Windows scheduled an appointment with me on July 16, 2022 to replace the two defective windows that I was promised on numerous prior occasions. The installer came to my home and after checking the windows to be replaced the installer told me "They measured these wrong." ( Castle's own people measured the windows numerous times! In fact, they probably have the original order forms with the window sizes at their office. I find it suspicious that when I ordered windows and Castle was looking to receive thousand of dollars from me they were able to get correct measurements on the first try. When they have to replace windows under their warranty suddenly no one at Castle windows can measure correctly. ) The installer on July 16th told me he would put a rush order in for the windows. It has been well over a month and I still have not heard back from castle windows. I tried to call their installation number but as usual no one picked up the phone. I am hoping you can help me to get this matter solved. Please feel free to publish any or all of my complaint letters to warn other people about Castle windows so they are forewarned. Thank you for your help. Sincerely, *****************************
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/01/2022

  The glass is currently being manufactured. Once received we will contact the client to schedule the service to swap out the glass under the clients lifetime warranty. Please note that the glass measurements are not the same size as the window measurements, which is what we have on file. I requested a rush on the order. 

• Initial Complaint

  Date:07/04/2022

  Type:Order 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 hade new windows installed and they will no longer open. I have contacted customer service and the have sent out technicians. Each one has said they need to send out someone else. This issue has been going on for almost 3 years. The company has become unresponsive.

  

  Business Response

  Date: 07/05/2022

  We have an open service ticket and have attempted to reach the client to schedule the service. They can call us at ************ to schedule an appointment. 

  Customer Answer

  Date: 07/06/2022

  [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,
  
  *****************************