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Report: #1175758

Complaint Review: Castle, The Window People - MT. LAUREL, NJ, New Jersey

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  • Reported By: Charles — Greensboro North Carolina
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  • Castle, The Window People 109 GATHIER DR SUITE 309 MT. LAUREL, NJ, , New Jersey USA

Castle, The Window People Castle, The Window People of Mt Laurel, New Jersey UNSCRUPULOUS Business dealings in North Carolina MT. LAUREL,  New Jersey

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I thought I would use the appropriate measures to take care of an issue I have with Castle, The Window People of Mt Laurel, NJ by making a formal complaint throught the New Jersey Better Business Bureau but it appears that the BBB of NJ are unable to arbitrate a simple matter concerning warranty issues. Not sure why they can't arbitrate against this company, possibly because they "pay to play" on their BBB site. I'm not the only complaintant with this same company over a product warranty issue. I bought windows from Castle, The Window People in Charlotte, NC that come with a Lifetime guarantee. The lifetime guarantee is what sold me. But, it appears that the Castle Window company in Mt Laurel came into North Carolina and took over possibly purchased the existing franchise of Castle, The Window People of North Carolina and South Carolina.
I say this because they utilize the same office that the North Carolina franchise had in Greensboro to use it as an established site for their company as listed through their link on BBB of NJ. It appears that the North Carolina franchise decided to sell out to avoid what sold me on the windows in the first place, their Lifetime Warranty, and the company, Castle, The Window People of Mt laurel, could swoop in and take over the territory without any obligation to existing warranties from the previous franchise.

The following is the actual formal complaint to the BBB of New Jersey as well as Castle, The Window People of Mt Laurel's responses and our rebuttals. It's hard to understand how the BBB of NJ missed the point that Castle Window of Mt Laurel actually came into my house on multiple ocassions and replaced a total of six windows after I paid a warranty transferance fee and then are not held responsible for those windows they actually replaced if they were to need warranty work. It appears the BBB of NJ is a toothless old dog who has "no bite nor bark" but wags it's tail when money comes in from businesses like Castle, The Window People of Mt Laurel, NJ.

This is my actual complaint to the BBB of NJ as well as all responses:

 

Complaint: I've called Castle for a warranty issue and was left on hold for well over twenty minutes before the cust rep explained there is no one in ***** ******** to do warranty work or check on warranty work. I wrote the following to their site twice.Date: Tue, 1 Jul 2014 14:17:42 +0000From: ******* ****** ******************Subject: Castle Contact-Us Form - Warranty and recent written requestName: ******* ******Email:******************Subject:Warranty and recent written requestMessage body : About two weeks ago I wrote the following to your company and as of yet haven't received any type of response. I sent the following via this contact site:"Tuesday, June 17th, 2014 @ 9:38amI live in ***** ******** and had my windows done by Castle Windows out of ********* and years later learned they went out of business but that the New Jersey Castle Windows took over the area. I paid your company a sum of money to for assumption of my warranty. I called yesterday because I have a large window in the master bath that doesn't reflect the suns rays thus heating the bathroom up during the later part of the day. I was kept on hold off and on for over 20 minutes to find out that your company no longer has a presence in ***** ******** as of Jan 2014 and that I would be put on a list to be seen at some unknown future date by one of your representatives. While my current issue isn't emergent, what would happen if my window was broken and needed to be replaced? I think your company should do what is right and in prompt fashion, check and replace my window so it is energy efficient. Look forward to your response.Respectfully, ******* ********** ****** *** *************, **************"The assumption of the warranty would imply a contractual obligation you and I have undergone. It's time for your company to honor this contractual obligation and one, contact me to discuss the issue and two, make an appointment to remedy the issue. I'll be awaiting your response.******* ********** ****** *** 

Desired Settlement: Settlement to include honor lifetime warranty they assumed upon payment to transfer warranty to them on 12/27/2012. They honored it then and should continue to do so for however long I own windows I paid $17,286 dollars for on Feb 27, 2008.

Business Response:  
 
Our company has never contracted work for this customer. The customer purchase Windows from a similar sounding company a full 5 years prior to our entry in the ***** ******** market.  During the time of our involvement in ***** ********, it was much easier to simply service people who called us even if we did not do work for them in the past. Please also note that there have been several instances where our company has serviced jobs in Georgia and other states in which our company has never conducted business. We do this out of goodwill. In this particular customer's case we serviced this customer on multiple occasions and although we have no culpability of the job whatsoever. It is a shame that the customer decided to complain to the BBB simply based on the fact that they call here and we said that we do not show them as a customer. The reason for this, is that they are actually not a customer.  From the complainant does not look like there is any current service on the job.  Please Mark this as
informational only as it does not pertain to our company. I believe that the name of the company was something like **** or **** or something like that. 
Please also note that we did not manufacture the clients Windows. My understanding is that they're Windows were manufactured by a company called
********** manufacturing. This is my understanding.  At this point, we should direct the client back to the manufacture or the company who actually install the Windows.

Consumer Response:
Complaint: ********
I totally reject Castle Window of Mt Laurel, NJ response to my complaint. I am a customer of Castle Window of MT Laurel, NJ as of December 22, 2012 @ 22:45::25 when they accepted payment for my warranty transference, as shown on receipt #*****. The receipt has a handwritten note that reads as follows, "Dear *******, Copy of receipt #***** is your account # for warranty! Thank You". My first correspondence to Castle Window of Mt Laurel, NJ is dated July 02, 2011. It was in the form of a fax. It should be noted that their fax number isn't available online at their site, thus it had to be given to me during a phone call prior to July 02, 2011 when I called and discussed the now defunct Castle Window of ********** **, from which I initially purchased my windows, and how my warranty issues would be handled. I was setting up the groundwork to ensure I maintained warranty coverage at this point. I was requested by **** at Castle Window of Mt Laurel, NJ to send a copy of my purchase agreement for the 27 windows I had replaced for a sum of $17,286 which included a lifetime warranty. This was to ensure I had purchased windows from a Castle Window franchise. When it came time to resolve some warranty issues involving replacement of several of my windows Castle Window of Mt Laurel did so due to the fact that I had paid for a warranty transference to them as stated on my receipt. Now that their presence has shrunken from ***** ******** they have abandon me and their obligation to maintain my windows. I find it strange that whomever wrote Castle Window of Mt Laurel's response failed to sign and indicate their position within the Castle Window organization. This most likely being due to their request that their response remain "informational". Whomever wrote this also maintains that Castle Window of Mt Laurel of New Jersey that their presence in ***** ******** came a "full 5 years" after I purchased my windows from Castle Window of ********** **. My purchase agreement is dated January 28, 2008 and my inquiries regarding warranty coverage due to the defunct Castle Window of ********* began with the phone call prior to the fax dated July 02, 2011. I believe this is three and a half years, not a "full five" years. The unknown respondent for Castle Window of MT Laurel, NJ also states that the name of the company I bought from was "something like ***** or **** or something like that". I have no clue what they are talking about here because I got my windows from Castle Window of ********** **, not ***** or ****. Castle Window of ********* has the exact same logo and lettering as the Castle Window of Mt Laurel, NJ.

The unknown respondent for Castle Window of Mt Laurel, NJ wrote the following of me, "It is a shame that the customer decided to complain to the BBB simply based on the fact that they call here and we said that we do not show them as a customer." Interesting they refer to me as a customer and then state they "do not show them(me) as a customer". I contacted BBB because not only did I call Castle Window of Mt Laurel, NJ on or about June 16, 2014 to discuss warranty work on my windows whereupon I was told they don't have a presence in ***** ******** but when they get a representative coming through ***** ******** they would have him contact me about my window issues.  I also went through Castle Window of Mt Laurel's website and utilized their contact portal on two separate occasions about a week apart yet never received any response from Castle Window of Mt Laurel. Castle Window of MT Laurel, NJ should man-up and fulfill their obligation of servicing my windows now as well as any time in the future as needed. I don't see any reason why my complaint or rebuttals on behalf of Castle Window of MT Laurel, NJ should be held away from the publics eye. It would be a disservice of BBB of New Jersey not to print this for public perusal to ensure the public is an informed public.



Regards,

******* ******

Business Response:  
I believe that this may be the miscommunication. Please understand that our company does not offer any type of ''warranty reinstatement program'' for products that are not ours. There are many occasions where we have and continue to fix problems that are from contracts that do not belong to our company.
Occasionally, it comes back to bite us, but for the good of the public, we hold our company and the highest ethical regard and therefore we do the services from time to time. There are many times that a lender will call us where they are having trouble with a contractor who has botched a job, and we will go out and service it for them at no charge because of the strength of the relationship.
There is currently a situation where another window company went out of business in the local market and our team is ascertaining whether or not we should do a press release of whether we will install Windows for customers who have lost deposits from this unethical company.
These are the things that we do.
In any event, there is on occasion a situation where somebody has a product (again, that we did not install, as clearly as the case with ******* and
********* ******), whereas additionally, there are large numbers of sashes that need to be replaced.
In those cases, we ask the client if they can reimburse us for some of the labor costs involved. We end up manufacturing the glass free of charge, but we ask that there be a labor charge involved. This is how we come up with the $165. When we do this, this is a 'per instance basis'.'  This would essentially entail two trips to the house, one to ascertain the measurements, and another to install the product.  Yes, the individual had been entered into our computer in given a identification number. All individuals who call our company received an identification number whether we do business with them or we do not.This is the number that ****** spoke about. Furthermore, when we replace glass packs, as was the case in this particular instance, we will warrant OUR glass that we JUST put in.  This is not referencing the entire job. Common sense dictates that we are not looking to purchase ongoing service concerns for $165 each.
So here's how it works. Suppose a customer was asked to defray the cost of five pieces of glass. The customer is charge zero dollars for the glass in $165 for the labor. We replaced those pieces of glass and if any of THOSE pieces of glass break, we will replace them with our warranty.  This does NOT mean that we are going to warrant the remainder of the Windows in the house that we did not install, or the customer's roof, or car engine, etc. 
if there is a misunderstanding, we apologize a be be be more than happy to return the customers $165 in chalk this up as community service.
But, under no circumstance will we be able to warrant work that we did not complete ourselves.
 

Consumer Response:

Complaint: ********

I am rejecting this response because: This latest explanation from Castle Window is like the initial response to my complaint to the BBB of New Jersey,. It is full of holes, not truthful, not transparent, not forthcoming of information they have at hand and also unprofessional in a couple of their condescending responses to my initial complaint inquiry and rejection response. I'm going to try to provide the most accurate timeline as well as explanation of what occurred and describe the documentation I have concerning this warranty issue with Castle Window of Mt Laurel, New Jersey.

I purchased and had installed 27 replacement windows by Castle "The Window People" of ********** ** with them completing installation on or about 03/14/2008 as per Line of Equity check #*** noted as "final payment". This company became defunct sometime between my purchase and July 2011.

My first phone call to Castle "The Window People" in Mt Laurel, New Jersey occurred on or about July 02, 2011 after it became apparent to me that the large window over the master bath tub was allowing an inordinate amount of what I would describe as UV rays through the Castle "energy saver" window. This in turn would heat up the immediate area within the bathroom over the inside ambient temperature. I contacted Castle of Mt Laurel via phone and was told by them they would need to see a purchase agreement to ensure I purchased Castle type windows. I sent a two page fax to **** on July 02, 2011 to fax number ************ citing "As per our recent conversation today at 10:23, I am faxing the purchase agreement for the 27 windows I had removed and replaced by Castle Windows." and continued with what my current issue was therefore why I was contacting Castle Window of Mt Laurel. The second paragraph to this fax is as follows, "My issue currently is with the large window over the garden tub in the master bath isn't what I believe I paid for due to the inordinate amount of heat that comes through the window directly. Due to this occurrence I would greatly appreciate your technician to check the rest of the windows when he/she comes out to checkout my current complaint." Shortly thereafter we received a call from **** whom stated that ******* would be out on Wednesday, July 6th, 2011 between 9am and 1pm. I feel I must note that this was three years and four months after the final installation by Castle of ********** **. Therefore bringing into question why Castle "The Window People" of Mt Laurel, New Jersey would misstate I purchased my windows "a full 5 years prior to our entry in the ***** ******** market." I met with ***** when he came out and he wasn't sure whether the window might be installed backwards or that the coating wasn't correct, either way he decided to replace it and to the best of my knowledge this window was replaced within the month. As far as I'm aware he directed his attention only to this window in question.

The next time I called Castle "The Window People" of Mt Laurel, New Jersey was on December 27, 2012 at or around 1:34pm whereupon I discussed with multiple people within the Castle organization (******, ********, and ****** ***** that I had a window near the breakfast table with a broken seal. It is at this time I was asked to pay $165 for assumption of my warranty. Before paying, I have in my notes that I asked how long they had been in business because I didn't want to get duped again. I was happy to hear they had been in business for over twenty years and felt confident they would be a good fit for my warranty considering they were now in the ***** ******** market place. The warranty is noted on a receipt dated 12/27/2012 22:44:25 for $165.00 whereupon the same person whom addressed the envelope also annotated by hand the following on the receipt, "Dear *******, Copy of receipt #***** is your account # for warranty! Thank You". We were given the date of January 03, 2013 that ** would come out to checkout my complaint between 9am and 1pm.I must interject here that I was asked to provide this proof of receipt to Castle by ******** after I received a phone call from her on July 10, 2014 requesting my copy because they didn't have any documentation regarding it. I felt in the spirit of cooperation it was appropriate to do so to resolve my issue. Although I truly believe this is another transparency issue with Castle of Mt Laurel to see what documentation I actually maintain on these events that they are now caught up in. At this time we were scheduled a visit for January 03, 2013 between 9am and 1pm. My wife met with **** and discussed the window with the gas seal issue near the breakfast table and ****, the representative of Castle, being professional took it upon himself to check out the 26 other windows to see if there were any signs of failure. **** found a total of five windows that had seal issues. He took his measurements and ordered the windows and they were put in shortly thereafter without any further problems with them to date.

Again, I find myself needing to interject additional information here, that being that I called ******** of Castle "The Window People" on July 11, 2014 to comment in the spirit of cooperation on her rebuttal to give her an opportunity to clear this up because it is the bathroom window that they(Castle of Mt Laurel) replaced in 2011 which is the one I believe isn't working correctly. Of which I still believe to be under the warranty I paid $165 for on 12/27/2012 as well as it was replaced by Castle window of Mt Laurel directly in 2011 and should be covered either way, but I didn't have the opportunity to talk to ******** to clear this up because ** *****(Director of Operations)intervened by taking the call stating he was well aware of my complaint. We bantered back and forth for a while before getting to the bathroom window. He stated he would on a "one-time" basis replace it but not warranty it or any other window his company has replaced in my home in the past. When I asked if he knew how many windows his company replaced his reply was he had no record indicating how many were replaced. It appears that ********'s rebuttal to my rejection quoted as follows, "...We replaced those pieces of glass and if any of THOSE pieces of glass break, we will replace them with our warranty." This is completely contrary to what the Director of Operations conveyed to me. He said he wouldn't cover any of them because he has no idea nor record of which ones were done. I'm baffled that a company in business over thirty years has no records of what they've replaced in my case. Is this a matter of convenience on their behalf so they can shrug and state they don't know what was done sort of like not having any idea of my account number for my warranty. This could also be a cloud covering the company's lack of transparency because they haven't divulged what warranty work they've done because they don't want to be accountable for the six windows they have replaced regardless of whether my claim of warranty transference is acceptable by them as well as refuse to man-up and assume their liability with my lifetime warranty. After all, when you buy the best window on the market they should never fail. You wouldn't think that a company which gives away a total "lifetime" warranty on their windows would be in the business of replacing them over and over. They should last a lifetime which is why I figured my payment for my warranty transfer to Castle of Mt Laurel would cover.

So after talking to ** *****(Director of Operations) we are currently as of July 11, 2014 at the point which he will refund my $165.00 and replace the bathroom window on a one time basis and I would have no further warranty obligations through his company for any of the six windows they've replaced. I totally and emphatically REJECT this ploy of his to strip me of my current warranty services I paid for as well as those of the six windows his company has replaced. I must note again that while Castle window of Mt Laurel, New Jersey had a ***** ******** presence here they upheld their obligation, now that they no longer have a presence in ***** ******** and it isn't convenient doesn't make it right for them to walk away from that obligation. I consider my receipt for my warranty a contractual and legally binding obligation. Note to the fact that Castle "The Window People" of Mt Laurel have commented they have on multiple occasions come to my home to respond to my window complaints. What the Director of Operations will not disclose is what windows were replaced stating he doesn't know where that paperwork is. 

After giving this much thought about how to go forward with a company that doesn't want to cover their warranty work they've done for me after I paid for them to carry my warranty I find myself asking how much those windows cost me when I purchased them in 2008. I bought 27 windows for around $17,000+ and for me to cover/replace those windows at todays cost, God forbid they lose their seal or have a manufacturers defect, I would have to spend approximately $640 for each window on average. I come to that number dividing the 27 windows by the amount I paid in 2008. I'm sure Castle "The Window People" of ********* and Castle "The window People" of Mt Laurel sell windows around the same price, perhaps even a bit more costly the farther ***** you go. Therefore, if Castle "The Window People" of Mt Laurel are to renege on their obligation to my warranty I paid to transfer as well as the obligation for the warranty on the six windows they did replace I think it only fair that they pay for those six windows costing $640.00 each and return my warranty transfer fee of $165.00. That comes to a total of $4005 to make me whole. 


Regards,

******* ******

Business Response: We cannot guarantee a job which we did not install. Please have the
customer provide documentation that they had ordered Windows from our company and we will be glad to service the job. thanks 

Consumer Response:
Complaint: ********

I am rejecting this response because: Again, as before I reject Castle “The Window People” of Mt Laurel, NJ latest response as
I have rejected all previous response/rebuttals. Castle of Mt Laurel has provided enough facts of their own to substantiate my claim they serviced my
windows multiple times. They’ve also provided conflicting and contradictory responses concerning warranty matters. I’ll cite those matters as well as other conflicting responses they’ve made concerning my BBB complaint #******** shortly.
My continuing theme and contention with Castle of Mt Laurel has always been their lack of truthfulness, lack of transparency and their unwillingness to
honor my warranty for which was paid for and noted as warranty by their employee. Castle Of Mt Laurel’s first response to my complaint stated the following, “In this particular customer’s case we serviced this customer on multiple occasions and although we have no culpability of the job whatsoever”. My interpretation of this statement is even though we serviced his windows on multiple occasions we won’t cover
them under a warranty. Yet in their second response to my first rejection the following is a direct quote from Castle of Mt Laurel, “Furthermore, when we replace glass packs, as was the case in this particular instance, we will warrant OUR glass packs that we JUST put in”. This appears to be a conflicting and directly contradictory to the previous quote. Their last response as of July 24, 2014 states, “We cannot guarantee a job we did not install”. Is this double talk for installing the original windows or does it mean they won’t guarantee the glass packs they have readily admitted to replacing? Their web of deceit continues when they state “… be be be more than happy to return the customers $165 in chalk this up as community service”. Sort of like a bait and switch tactic now that they are have a much reduced presence in ***** ********
and it isn’t convenient nor economical for them to honor their obligation to my warranty. There exist many examples of their questionable responses and business practices such as anyone calling Castle Windows is given an identification number no matter if they do business with them or mot. I put that to test this last week when I called one of their other company's in a different state. I would be impressed if Castle of Mt Laurel could find evidence of that call as far as location,  date, time of call, subject matter and my identification number. I have this recorded on my iPhone for documentation purposes.

I recently called an employee/window installer who was involved in replacing one of the windows which Castle of Mt Laurel states never happened in their last response. He is willing to discuss this via phone conversation with BBB of New Jersey his actions, insights and those who worked in my house replacing windows as well as dealing with Castle of ********* and assertions that Castle of Mt Laurel
purchased Castle of *********’s territory. The pertinent information regarding this person and others was faxed yesterday afternoon (7/24/2014) to ******** ******* at BBB of New Jersey.

 As far as providing documentation that I ordered windows from Castle of Mt Laurel we again get into my original purchase agreement was through Castle “The Window People” of ********** **. A document that Castle of MT Laurel requested to have and keep on
July 02, 2011 which was faxed to **** @ * ***** ******** at 10:49am. After which, ** called my house and said their representative, Mr *****, would be at my house on Wednesday July 6th, 2011 between 9am-1pm. Castle of Mt Laurel didn’t provide me written documentation that this was going to happen yet it happened.
Just as their representative came out to check my broken glass pack and on his own volition found four more glass packs with broken seals for a total of five windows. He didn’t leave a record or receipt of his findings. My wife followed him and annotated there were three bedroom, one dining room and one breakfast nook window which were bad. That gentleman stated he would turn in the measurements and have them built and then replaced. Again, it was accomplished and no documentation was turned over, but it was accomplished. For a company not to maintain its own records and request them from me such as my receipt for warranty and documentation that the windows were replaced again shows it is
practicing deceptively. Especially after its own conflicting and contradictory remarks implicate them as doing such. This sounds more like a company working with “post-it” notes which fall off records instead of using sound ethical business practices.

 Again, I maintain that my warranty which I purchased stands especially in light of this new damning information obtained from an employee of both Castle of ********* and Castle of Mt Laurel. This person and possibly others are willing to discuss with the BBB of New Jersey their role in replacing windows as well as insight into company practices. I encourage the BBB of New Jersey to contact them at their earliest convenience at the number provided in the fax sent to ******** on 7/24/2014. It is Castle of Mt laurel which either maintains my warranty in whole or at a minimum refund me not only the warranty transference fee but also the cost of six windows that I paid an average of $640.00 per unit in 2008
dollars for a total of $4005.00.



Regards,

******* ******

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

 

End of complaint.

 

The BBB of New Jersey should see fit to once again review complaint and all responses thoroughly and rerate Castle, The Window People to a grade a "C".

 

Charles

Greensboro, NC

 

This report was posted on Ripoff Report on 09/10/2014 07:20 AM and is a permanent record located here: https://www.ripoffreport.com/reports/castle-the-window-people/mt-laurel-nj-new-jersey-08054/castle-the-window-people-castle-the-window-people-of-mt-laurel-new-jersey-unscrupulous-1175758. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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