Castle, The Window People

MT LAUREL, NEW JERSEY — First, let me say that I’ve worked in the Construction Industry all my life…most currently as a Project Manager so I’m not a naive person who knows nothing about windows or their installation. I’m at a point in my life where it benefits me to have other people do work for me that in the past I would have done myself. I’m also the type of person who never seems to have the time nor desire to give product or company reviews but this time I felt compelled to let others know about my experience.

We had a large window that we wanted to replace in the front of our home. It’s approximately 10′ wide by 4′ high. I requested an in home sales consultation from Castle Windows, “The Window People” located at 109 Gaither Dr., Unit 309, Mt Laurel, NJ 08054 and 17 Brenneman Circle, Suite A, Mechanicsburg, PA 17050. A Castle Window sales consultant came to our home (15 minutes late) on October 3, 2015 after postponing his originally scheduled appointment from the day before. We decided to go with Castle Windows to have a replacement window unit installed.

The sales consultant said the replacement unit would be installed in approximately 6 weeks but that he’d try to expedite it and have it installed in 5 weeks. I gave the sales consultant a check for $700 as a down payment. He didn’t have the contract forms that he needed but said if I didn’t mind he’d mail me one in a couple of days and if I’d just complete the form where indicated and put it back in the mail we’d be good to go. After the first week of not receiving this contract as promised and no contact whatsoever from their joke of a salesman, I called Castle Windows to ask what was going on.

Let me just say that Castle Windows’ offices/customer service turned out to be as big of a circus as the clown they sent to my home. Customer service reps on several occasions said they’d have a manager call me but the calls never came. After about a week of chasing Castle Windows to try to give them my business (now two weeks had gone by and my order’s still not in Castle Windows’ “system”) I get a call from **, Castle’s Sales Consultant. He said he’d hand deliver the contract and we’d get this straightened out. He never showed up…no call, no anything…he just never showed.

I chased Castle and ** the sales representative some more to try to give them my business. Finally, after about three weeks after the original sales consultation in my home on October 3, 2015, I get a call from a Castle Window representative who sets an appointment with me in a few days for one of their men to come to my home to measure for the window unit. The day of this appointment I get a call that the appointment would have to be rescheduled for the next day (seeing a pattern here? Initial sales consultation was rescheduled and now measurement appointment was too).

We came home later that same day to find a contract form filled out by ** lying on our breezeway. As I started to review the contract I noticed that my name was spelled wrong. After all the calls you’d think they’d be able to spell my last name correctly…especially since they had my check in their possession for the last three weeks! Oh well, I was still willing to continue with the transaction if nothing else pops up…and then it does…at the end of the contract I see a fill in the blank of “Estimated Installation Date”. ** has handwritten in this field “January, 2016”!! The last time I looked at a calendar January is not 5-6 weeks past Oct. 3rd.

By that point, Castle Windows had wasted enough of my time. My confidence in them was shattered… I mean, if I have to chase a company like this just to get a signed contract with them to get them started, what will I go through to get the window installed?? And I can’t imagine the hassle I’d be put through if I had to contact them with a warranty issue!! No thanks Castle! I cancelled my check and called Castle Windows to tell them not to bother sending their measurement guy. They proceeded to tell me that I’d have to follow some cancellation procedure and they’d have one of their managers call me.

I said I don’t have to do anything… I have no signed contract with Castle Windows and I’ve cancelled the down payment check. They said they were sorry for the inconvenience and a Castle Window manager would be calling me…you guessed it…no one ever called! Moral of my story is don’t waste your time with Castle Windows. Home Depot will install a better quality window with a warranty that’s as good as or better than Castle Windows’. My take on Castle Windows is that they strive for sales quantity and score poorly in customer satisfaction.

It became obvious to me that there’s a disconnect in their system that causes poor communication between their sales people and their main offices. If Castle Windows’ intercommunication is poor think how you’ll pull your hair out trying to communicate with them…I know… I’ve lived it…it’s VERY frustrating! The only thing Castle Windows “The Window People” did for me was to cost me a month of my time and the $10 I had to pay to cancel my down payment check. Buyer beware…steer clear of Castle Windows…they can’t keep up with their ambitions.

MT LAUREL, NEW JERSEY — Salesman showed up to my door, didn’t even take his coat off yet and asked me what my time frame was for signing on for the project. I stated that I was still in the planning phase and was working on securing a loan from the bank. He suggested he could do the financing. I informed him I had other projects so I wanted to secure a loan from the bank. He then told me that due to some rising tariffs that any quote he would give me today would no longer be any good by the time I get my loan and it would be a waste of time measuring the windows and continuing the estimate. Never even took his coat off and was right back out the door. Left a bad taste in both my wife and I’s mouth.

MT LAUREL, NEW JERSEY — How this business is still running is baffling! It’s been 3 months, 50 phone calls (being on hold for 25-30 minutes each call) and still here waiting for 2 screens to be re-screened for the FOURTH TIME. They dropped the “fixed screens” off the last time and they were still BROKEN! How do you drop off broken screens? Don’t you check them before leaving them? That is the level of incompetence with this company! Management included!

The women are rude and hang up on you, there is NO COMMUNICATION between them because they are constantly rescheduling appointments. They are a mess! DO NOT USE THIS COMPANY! You will endure nothing but extreme unprofessionalism and unbelievable stress. Now 3 months later and I’m still waiting for 2 screens.

SPRING CITY, PENNSYLVANIA — They installed incorrect balances in a window so it won’t stay open. It took 2 scheduled appointments to finally get a technician here to tell us why it wouldn’t stay open. They had to order parts to fix the ones that (and I quote the tech) «. are clearly not the correct ones for this window» (so why did they install it. ). After that appointment there was no word from them for 2 months, so I finally called them to find out the status of my parts.

First conversation was that they had no record that parts were needed or ordered. Then after another month of no contact, again calling them, I was advised the parts were conveniently being shipped at the end of the week. I set the appointment to have the correct balances installed. We got a call the day of the installation to say their technician called in sick and there is absolutely no one else that can do the work.

I paid for windows in November and in June I still have not got a working window, but they have my money. If you ask for a supervisor, the phone representative will do all they can to not pass you up the line. If you do stick to your guns and get a manager, all they can do is say «I’m sorry» and will do nothing more to resolve the problem. Taking 8 months to get a working window is ridiculous and not having any party responsible for any part of the resolution process lends me to believe this is just a volume installation provider, not a quality customer service provider.

UPDATE: July 16, 2013 After following up the chain of command, I was finally in touch with ** (Director of Operations). ** assured me he would personally make sure my problem was resolved, even if it meant sending a manager out in replacement of a technician. For the first time, this conversation felt sincere and directly addressed my doubts for good customer service follow through.

The technician arrived at my house the day he was scheduled. Although the phone number he called was our home phone rather than my husband’s cell, since I was home at the time he arrived it didn’t matter. The technician was extremely polite and professional and was able to fix the window in about 30 minutes.

I received a personal follow up call about 20 minutes after the service call from ** to see if the work was done to my satisfaction, which it was. We were both sorry to see this issue escalate the way it did, but I thanked ** for his personal commitment to helping see the repair done and greatly appreciated his intervention to make sure we were finally with a working window. Although I am disappointed at this whole process having to take place and that it took such escalation to make it happen, at this time I have all fully functional windows that look great.

Castle «The Window People»

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This company is a corporate account and is not screened by HomeAdvisor.

30 Years In Business

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In Business Since 1991

Castle — «The Window People»

Are you looking for the very best replacement window money can buy? You’ve found it with Castle Windows! Replacing your home’s windows with high-performance Castle Windows is one of the wisest home improvement investments you’ll ever make. Castle Windows is dedicated to saving you time, money and frustration. You can trust your custom-made windows from Castle Windows. Committed to producing the best product possible, Castle Windows confidently stands behind our work with a lifetime limited warranty to protect your window investment. For over 30 years Castle Windows has been designing windows to fit your world. We offer a wide selection of top quality, custom-made windows to fit your home because we know you appreciate variety, expect quality and demand affordability. We are able to make a window to almost any specification including multiple colors, grid patterns or application without sacrificing quality or warranty. Call us today for your free estimate!

Community Involvement

Castle Windows Donates Truck Loads Of Toys For ‘Toys For Tots’ Programs

Provides Easter Baskets for Trenton

Has Donated qualified carpenters for Gloucester County Habitat for Humanity

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Areas of Expertise

• Multiple Window Installations
• Exterior Door Installations

Cities Served

• Richmond
• New Haven
• Trenton
• Arlington
• Harrisburg
• Wilmington
• Baltimore
• Springfield
• Alexandria
• Virginia Beach
• Newark
• Wilkes Barre
• Waterbury
• Paterson
• Stamford
• Scranton
• Worcester
• Hartford
• Silver Spring
• Providence
• Hampton
• Bethesda
• Fairfax
• Lancaster
• Henrico
• Reading
• Springfield
• Newport News
• Herndon
• Charlottesville
• Rockville
• Bridgeport
• Yonkers
• Newark
• Staten Island
• Norwalk
• Chesapeake
• Gaithersburg
• Fredericksburg
• York
• Allentown
• Suffolk
• Annapolis
• White Plains
• McLean
• Norristown
• Portsmouth
• Laurel
• Hyattsville
• Reston
• West Hartford
• Vienna
• Valley Forge
• Hagerstown
• Bowie
• Bethlehem
• Falls Church
• Frederick
• Manassas
• Danbury
• New Brunswick
• Dulles
• Dover
• Cranston
• Levittown
• Easton
• Clifton
• State College
• Pittston
• Chester
• Merrifield
• Chicopee
• Elizabeth
• Dover
• Princeton
• Woodbridge
• Sterling
• Upper Marlboro
• Newburgh
• Capitol Heights
• Plainfield
• Williamsburg
• Towson
• Red Bank
• Edison
• Northampton
• West Chester
• Poughkeepsie
• Mount Vernon
• Toms River
• New Rochelle
• Salisbury
• Wayne
• Warwick
• Waldorf
• Williamsport
• Camp Hill
• Yorktown
• Ashburn
• New Britain

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• Castle manufactures its own brand of windows!

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Reviews

They called to schedule an appointment to come give me an estimate. I told them EXACTLY what I wanted. They came out and tried to sell me much more than I wanted an estimate for. Their attitude was basically it?s all or none. I have no knowledge of their product, didn?t get that far. As far as customer service goes I was very disappointed. I guess that?s what you get when you?re a large company that outsources scheduling or just doesn?t care what the customer wants and insists on up selling.

The entire process was pleasant the installation crew came in and they did a great job installing 7 windows.

Sales rep was very personable and knowledgeable, helped keep us in our budget and got us what we needed. The gentalman that came out to measure right away to get us started and customer service is very on top of things!

They were very terrible in their service and in answering my questions . They never kept their promises. The work was very awful, they promised to come back to fix the problem but they never did. the work was a joke, the serviceman that measure the windows did a bad job as a result the measurements were off, then someone else came to install the windows and it could not fit. I regret ever using that company. It was all about the money and not the satisfaction of the customer. It has been two years and I am still waiting for them to come out to complete the windows work. terrible service !

The sales guy was very thorough and pleasant. He worked with our budget and took his time to explain all the details. After we signed the contract, they sent out another person to measure and assess what work need to be done. It took about 6-8 weeks before our windows were ready and then we scheduled the installation with them. They call several times asking if we wanted to push the installation date up, but we decided to stay with a date closer to our original plan. Only one installer arrived to do 6 windows. We felt really bad for him because he should’ve have a partner to help him out. Nonetheless he did a good job with the installation. The biggest con, is that our house is an old military house so the original casings were metal. Since the original assessor did not include this in his note, the installer was not able to replace the outside window ledges which was included in our quote. Now we have to scrap and repaint the old window ledges ourselves. more money, more time. Not sure if they will give a partial refund, but will check. Overall the new windows do make a improved difference in temperature and noise.

Sales Rep was very knowledgeable and able to show differences between other manufacturers. Crew who installed windows (sub contractors were excellent) very professional, cleaned up the entire area. Would definitely recommend them

These guys are far cheaper for doors than the big name players in the Harrisburg area. Don’t hire anyone on the west shore without getting a quote from these guys! They are very thorough in their process and do a good job matching colors to your existing trim, both inside and out. The order was backed up a few months due to COVID, but that’s beyond their control. Their installers are very professional and they came to my house despite a snow storm bearing down, which I appreciated. My only complaints are they missed the seam with the bead of caulk they put above two of my doors so I had to fix it when I went to pain the wood trim about a week later. Not a big deal, but it’s annoying because the assistant did those two and he was just too lazy to use a step ladder to make sure he was hitting the seam. The caulk was floating about a half an inch above the seam on my door frame. The other complaint is they replaced the fake columns by my front door (I forget what they’re officially called) and they look stupid. The salesman told me they would match the ones I had (except for being plastic instead of wood; which was good because mine were rotting) but he never showed me a picture (shame on me for not asking!). Well, they don’t match and they look like they’re floating in the air because there’s nothing at the top or the bottom except flat white plastic. The good news is they are coming next week to replace them at no cost. Overall, I’m very happy with Castle and will likely use them when the time comes to replace my windows.