Karen C Zxy
map-marker Voorhees Township, New Jersey

Castle Windows - Poor customer service

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I ordered windows from castle twice. One window is flawed and the second cracked right after installation. I called numerous times and was told the windows were ordered but due to COVID they were having difficulty getting materials. I was told this company built their own windows! If they can't get windows how are they still selling windows
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Cons:
  • Poor customer service
  • Do not back up their warranty

Preferred solution: Deliver product or service ordered

User's recommendation: Run don't walk away from Castle windows. I ordered windows and one had a manufacturing defect and the other cracked within weeks of installation. I live in NJ and the windows are made in Ohio. I have waited over a year and a half for Castle Windows to replace these windows. Every excuse in the world is given Covid, Manpower shortage, difficulty getting parts.Yest they offer a lifetime guarantee, however, that is offered because it takes a lifetime for Castle Windows to fulfill the window Warranty. On my latest try to receive my replacement windows customer service called me, told me my windows were in, they set an appointment and I took off from work. I received a call the day of installation and was told the installers forgot to load one of the windows on the truck. I told them to come and install one of the windows. When they came to my home the installer said the window was measured incorrectly (they did the measuring). The installer told me the windows came be in in 2 weeks but the customer service is poor. The installer told me he would put the order in again. It has been months and still no windows. Next step is Better Business Bureau.