I had Castle the Window People out of Mt. Laurel NJ, put 19 windows and three sliders in my home four years ago and it has proven to be the biggest mistake I have ever made as a home owner! I have to have service calls performed on my windows an average for four times a year, the sad part is about 50% of these have been for the same sliding door, and it still is not working properly.
Overall the staff is just plan rude, and generally shows little care or concern for a customer and their problems. When you call for service, it is generally between six to eight weeks before they can have a technician come out to the house, usually you will be given a choice of one or two appointments that fit their schedule, or have to wait longer for the service call (like 10 to 12 weeks).
Over the four years I have dealt with Castle I have had five no shows on service calls, to add to it, they never contact you to cancel, and when you call about it they don’t even offer an apology, the closet you will get is something along the lines of “you have to understand we are busy”. They don’t care about your time, or the fact you may have to do things like take a day off from work, for nothing.
Service calls are a joke, despite telling the operator what is wrong when I call for the service appointment the technician has never once had the needed pieces or equipment with him. Some calls have been for simple things like a lock that will not work, but they do not carry them on the trucks or stock them at their local office. So then I have to wait another six to eight weeks for them to order the part, and come out and replace it (Generally they will not process the order and you have to call them). I have also on a few occasions had the technician come out with the part to be replaced, only to not have the needed tools with him, and ask to barrow things from me. This is not specialized equipment we are talking about things like screw drivers and pry bars.
The slider I mentioned that has never worked correct developed a leak in the frame, this caused water to seep in and damage the laminate flooring in my dining room. To make the problem worst the floor I have is out of production and the manufacture has changed the locking system. Castle has admitted that the damage was caused by them, and replaced the door frame, however will not fix the floor. We are now going on four months of Castle admitting it is their fault, but refusing to fix it. They have offered to make some alterations to the floor by adding a small riser to cover up the area. Basically they want to put a one inch high piece of wood and extend it out over my floor about 12 inches to cover the damage, and don’t think it would be an issue even though it will not match the rest of the room.
If you have an issue like my floor they send you to PAT, he is by far one of the rudest, most inconsiderate people I have ever dealt with. Over two months of telephone calls and emails he only responded to me twice, once to set up a telephone conference call, in which he failed to keep, never bothered to contact me and let me know, and when I contact Castle a little while later was told he was not scheduled to be in that day! When I finally had contact with Pat it is just sad, he flat out said things like “I don’t check my messages and read my email”, yet he is responsible for handling damage claims. Pat seems to only want to brag about Castle, tell the customer they are wrong, claim to handle problems, but really just give a lot of lip service and run around. Pat makes going to the DMV and the Dentist in the same day seem like a treat!
My issues are still not resulted and we are approaching five months.
There is little to no customer service and satifaction from castle.
When asked about windows I tell everyone, contact anyone but Castle!
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