Castle Windows - Can't Get Our Deposit Back
Everything with this company has been resolved. I no longer have any issues with this company. However, according to PissedConsumer policy I am unable to delete the report: "At present, Pissed Consumer does not offer users the opportunity to edit or remove prior postings." Please disregard this review.
Update posted by homeowner on September 24, 2013.
We have recently had a distressing experience with Castle Windows that we feel we need to share with potential customers. While perfectly nice, our initial salesperson used a hard sell tactic.
The lowest price offered to us would only stand if we signed our contract then and there. Otherwise he could not promise that price. Several weeks later, we were asked to sign a waiver that said if the backsplash was damaged due to the installation, we would not hold Castle responsible. At the same time, he assured us that there would be minimal to no damage.
Literally six months later, our window arrived. But installer could not install it because it was cracked. We sent it back. Six weeks later another window arrived with another installer.
He took one look at the backsplash and said he would have to rip out a large portion of it to install the window. This would destroy our backsplash completely and we would have to replace it. So we sent that one back, and asked for our deposit back. Another two weeks passed and a regional installation manager came to our house to inspect the backsplash.
We asked for our deposit back again and he said he had to talk to the owner. One week later, we had heard nothing. When we called, they offered us $100 off the installation. We told them we wanted a written guarantee that any damage to the backsplash during the installation would be completely fixed by them.
A week later, we have "surprisingly" heard nothing. Again, I tried to reach the regional installation manager who had come out to our house. I was told he was on the road, and that he has no email address and they will not give out his cell phone number. Wow.
So here we are. We may never get our $900 back from Castle Windows, but we will try to dissuade others from buying from them by sharing this ridiculous and totally deplorable experience. Donโt.
Ever. Never.
Monetary Loss: $900.
Thank You for Your Reply! We are processing your message.
Comments
Please avoid publishing any personal information and promotional content
Hello,
If you would like to remove a posting or comment you must email or mail Pissed Consumer with a proper notarized letter.
Notarized letter must be written according to the sample given in our FAQ (Question 5): http://www.pissedconsumer.com/static/publications/pissed-consumer-questions-and-answers-faq-2.html
Please watch this video for more information:
http://www.youtube.com/watch?v=ZToobE7IHjE
In an effort to close this out, I will offer the following: Prior to installation: (1) very long time between signature/deposit and window being ready; (2) poor communication from the company regarding how much damage would be done to existing backsplash and whether company would guarantee it or just provide a 'comfort letter'; (3) refused to return $900 deposit despite much customer dissatisfaction. Post installation: (1) Due to existing structure, window was installed with a wood base and sides in interior of garden window.
Wood was left unpainted. (2) Received numerous calls after installation asking me to remove my original negative writeup from this site.
Conclusion: Window as a standalone product appears to be totally satisfactory. Overall experience with company was not satisfactory at all.
Dear Dave & Hillary Mandell, Weston CT, 06883 We are very sorry that you have received anything less than perfect service from our company. It is our understanding that prior to your posting, Ryan had sent you an e-mail discussing your kitchen tile above the sink.
At the time of installation we agreed to take extra care in regards to the backsplash located under the garden window. We also mentioned in the e-mail that we assume responsibility for any damage that may occur during the installation, although we do not expect any concerns. We have not heard from you since.
Please call us at 888-227-**** to schedule your project. We are looking forward to providing you with an amazing garden window.
dr
Were you given an estimate for replacement window or new window. I would think when you met with consultant, the job should have been estimated and something signed during estimate.
Did they even look at job to be done.
Any additional costs should have been stated on contract or estimate. read the fine print, hopefully it does not have a statement regarding existing structure. If this is not in print, their obligation should be as you requested. This should have been addressed or written in contract before they begin to work. I hope you have first quotes, with signatures.
Best of L