castle windows-Dispute-#4497473

Claimant's opinion: Just this past week, June 1, 2012, I had a service call scheduled. I was outside, with my daughter, when the service person arrived and before he looked at the damage I was told: that there would be 160.00, or so, charge for service, I told the service person that I had not been told about the charge, the service person then called his boss who in turn wanted to talk with me. I had no sooner explained that the charge was not explained to me, when I scheduled, then this person right away started his speech about the company had changed hands and that those warranty were not being processed as promised(when purchased). He then went into lecturing me on how they don't cover pet damage (the service person never even saw the damaged screen), I also had a broken latch (don't know how a pet breaks a latch). I asked him how he determined that it was pet damage, he responded that the service person told him that there were cat scratched on the screens. I told him that the service person hadn't looked at the damaged screen or from where we were couldn’t even see the screens. I explained that I would not argue with him about this and would go to the BBB to handle this problem. He then began to lecture me on how he didn’t care if I reported this to the Better Business Bureau and then he said “Let me tell you…” in an arrogant condescending tone. So instead of being berated by this person I just terminated the call. I then told the service person that I would not have the repairs done today and I also asked him how his boss would have blamed the damage on pets. He said that his boss asked him if I had cats and he told him that he didn’t know but I might. This young man was a new service person and with this type of boss I would assume that he could have been intimidated. I told the service person that his boss had told me that he (the service person) had told him that there were cat scratches on the screens. The service person said that as he hadn’t even seen the damaged screen and hadn’t even been able to see any of the other screens (to see any scratches) so he couldn’t have told him( the boss) that. I didn’t in anyway blame the service person and told him so, then thanked him and told him to have a pleasant day.
Over a year ago I had another incident involving screen repair and the process to resolve a missing part from a screen. This part was lost when their service person (a different service person) picked up my screens, took screens with him, screens were to be returned the following week, weeks went by and no screens, so I called three times to find out where they were and then it was three weeks later till they were returned, when returned the pressure spring was missing. I called numerous times about this part and then was eventually told that they don't make these types of screens anymore so they sent me a pressure spring from something they said they had found in the warehouse, it didn’t work so that left me with a screen that will pop out, so I purchased a sliding screen for that window. In hindsight I should have reported the incident but was so frustrated and so much time had passed that is just got forgotten.
My husband and I purchased replacement windows from Castle Windows, 12yrs or so ago, for our house and a tenant house. Before we purchased the windows, we sat down with a sales person from Castle Windows and went over the Life Time Warranty, as this is Castle Windows biggest and most advertised selling point. We were told that the warranty would cover ANY damage, even pet damage. I am being told that they have changed hands, the name is still Castle Windows, they still proclaim their Life Time Warranty but now they will not be taking care of previous customers lifetime warranty needs.

Claimant's opinion: Just this past week, June 1, 2012, I had a service call scheduled. I was outside, with my daughter, when the service person arrived and before he looked at the damage I was told: that there would be 160.00, or so, charge for service, I told the service person that I had not been told about the charge, the service person then called his boss who in turn wanted to talk with me. I had no sooner explained that the charge was not explained to me, when I scheduled, then this person right away started his speech about the company had changed hands and that those warranty were not being processed as promised(when purchased). He then went into lecturing me on how they don't cover pet damage (the service person never even saw the damaged screen), I also had a broken latch (don't know how a pet breaks a latch). I asked him how he determined that it was pet damage, he responded that the service person told him that there were cat scratched on the screens. I told him that the service person hadn't looked at the damaged screen or from where we were couldn’t even see the screens. I explained that I would not argue with him about this and would go to the BBB to handle this problem. He then began to lecture me on how he didn’t care if I reported this to the Better Business Bureau and then he said “Let me tell you…” in an arrogant condescending tone. So instead of being berated by this person I just terminated the call. I then told the service person that I would not have the repairs done today and I also asked him how his boss would have blamed the damage on pets. He said that his boss asked him if I had cats and he told him that he didn’t know but I might. This young man was a new service person and with this type of boss I would assume that he could have been intimidated. I told the service person that his boss had told me that he (the service person) had told him that there were cat scratches on the screens. The service person said that as he hadn’t even seen the damaged screen and hadn’t even been able to see any of the other screens (to see any scratches) so he couldn’t have told him( the boss) that. I didn’t in anyway blame the service person and told him so, then thanked him and told him to have a pleasant day.
Over a year ago I had another incident involving screen repair and the process to resolve a missing part from a screen. This part was lost when their service person (a different service person) picked up my screens, took screens with him, screens were to be returned the following week, weeks went by and no screens, so I called three times to find out where they were and then it was three weeks later till they were returned, when returned the pressure spring was missing. I called numerous times about this part and then was eventually told that they don't make these types of screens anymore so they sent me a pressure spring from something they said they had found in the warehouse, it didn’t work so that left me with a screen that will pop out, so I purchased a sliding screen for that window. In hindsight I should have reported the incident but was so frustrated and so much time had passed that is just got forgotten.
My husband and I purchased replacement windows from Castle Windows, 12yrs or so ago, for our house and a tenant house. Before we purchased the windows, we sat down with a sales person from Castle Windows and went over the Life Time Warranty, as this is Castle Windows biggest and most advertised selling point. We were told that the warranty would cover ANY damage, even pet damage. I am being told that they have changed hands, the name is still Castle Windows, they still proclaim their Life Time Warranty but now they will not be taking care of previous customers lifetime warranty needs.

Claimant's opinion: Just this past week, June 1, 2012, I had a service call scheduled. I was outside, with my daughter, when the service person arrived and before he looked at the damage I was told: that there would be 160.00, or so, charge for service, I told the service person that I had not been told about the charge, the service person then called his boss who in turn wanted to talk with me. I had no sooner explained that the charge was not explained to me, when I scheduled, then this person right away started his speech about the company had changed hands and that those warranty were not being processed as promised(when purchased). He then went into lecturing me on how they don't cover pet damage (the service person never even saw the damaged screen), I also had a broken latch (don't know how a pet breaks a latch). I asked him how he determined that it was pet damage, he responded that the service person told him that there were cat scratched on the screens. I told him that the service person hadn't looked at the damaged screen or from where we were couldn’t even see the screens. I explained that I would not argue with him about this and would go to the BBB to handle this problem. He then began to lecture me on how he didn’t care if I reported this to the Better Business Bureau and then he said “Let me tell you…” in an arrogant condescending tone. So instead of being berated by this person I just terminated the call. I then told the service person that I would not have the repairs done today and I also asked him how his boss would have blamed the damage on pets. He said that his boss asked him if I had cats and he told him that he didn’t know but I might. This young man was a new service person and with this type of boss I would assume that he could have been intimidated. I told the service person that his boss had told me that he (the service person) had told him that there were cat scratches on the screens. The service person said that as he hadn’t even seen the damaged screen and hadn’t even been able to see any of the other screens (to see any scratches) so he couldn’t have told him( the boss) that. I didn’t in anyway blame the service person and told him so, then thanked him and told him to have a pleasant day.
Over a year ago I had another incident involving screen repair and the process to resolve a missing part from a screen. This part was lost when their service person (a different service person) picked up my screens, took screens with him, screens were to be returned the following week, weeks went by and no screens, so I called three times to find out where they were and then it was three weeks later till they were returned, when returned the pressure spring was missing. I called numerous times about this part and then was eventually told that they don't make these types of screens anymore so they sent me a pressure spring from something they said they had found in the warehouse, it didn’t work so that left me with a screen that will pop out, so I purchased a sliding screen for that window. In hindsight I should have reported the incident but was so frustrated and so much time had passed that is just got forgotten.
My husband and I purchased replacement windows from Castle Windows, 12yrs or so ago, for our house and a tenant house. Before we purchased the windows, we sat down with a sales person from Castle Windows and went over the Life Time Warranty, as this is Castle Windows biggest and most advertised selling point. We were told that the warranty would cover ANY damage, even pet damage. I am being told that they have changed hands, the name is still Castle Windows, they still proclaim their Life Time Warranty but now they will not be taking care of previous customers lifetime warranty needs.

Claimant's opinion: Just this past week, June 1, 2012, I had a service call scheduled. I was outside, with my daughter, when the service person arrived and before he looked at the damage I was told: that there would be 160.00, or so, charge for service, I told the service person that I had not been told about the charge, the service person then called his boss who in turn wanted to talk with me. I had no sooner explained that the charge was not explained to me, when I scheduled, then this person right away started his speech about the company had changed hands and that those warranty were not being processed as promised(when purchased). He then went into lecturing me on how they don't cover pet damage (the service person never even saw the damaged screen), I also had a broken latch (don't know how a pet breaks a latch). I asked him how he determined that it was pet damage, he responded that the service person told him that there were cat scratched on the screens. I told him that the service person hadn't looked at the damaged screen or from where we were couldn’t even see the screens. I explained that I would not argue with him about this and would go to the BBB to handle this problem. He then began to lecture me on how he didn’t care if I reported this to the Better Business Bureau and then he said “Let me tell you…” in an arrogant condescending tone. So instead of being berated by this person I just terminated the call. I then told the service person that I would not have the repairs done today and I also asked him how his boss would have blamed the damage on pets. He said that his boss asked him if I had cats and he told him that he didn’t know but I might. This young man was a new service person and with this type of boss I would assume that he could have been intimidated. I told the service person that his boss had told me that he (the service person) had told him that there were cat scratches on the screens. The service person said that as he hadn’t even seen the damaged screen and hadn’t even been able to see any of the other screens (to see any scratches) so he couldn’t have told him( the boss) that. I didn’t in anyway blame the service person and told him so, then thanked him and told him to have a pleasant day.
Over a year ago I had another incident involving screen repair and the process to resolve a missing part from a screen. This part was lost when their service person (a different service person) picked up my screens, took screens with him, screens were to be returned the following week, weeks went by and no screens, so I called three times to find out where they were and then it was three weeks later till they were returned, when returned the pressure spring was missing. I called numerous times about this part and then was eventually told that they don't make these types of screens anymore so they sent me a pressure spring from something they said they had found in the warehouse, it didn’t work so that left me with a screen that will pop out, so I purchased a sliding screen for that window. In hindsight I should have reported the incident but was so frustrated and so much time had passed that is just got forgotten.
My husband and I purchased replacement windows from Castle Windows, 12yrs or so ago, for our house and a tenant house. Before we purchased the windows, we sat down with a sales person from Castle Windows and went over the Life Time Warranty, as this is Castle Windows biggest and most advertised selling point. We were told that the warranty would cover ANY damage, even pet damage. I am being told that they have changed hands, the name is still Castle Windows, they still proclaim their Life Time Warranty but now they will not be taking care of previous customers lifetime warranty needs.

Claimant's opinion: Just this past week, June 1, 2012, I had a service call scheduled. I was outside, with my daughter, when the service person arrived and before he looked at the damage I was told: that there would be 160.00, or so, charge for service, I told the service person that I had not been told about the charge, the service person then called his boss who in turn wanted to talk with me. I had no sooner explained that the charge was not explained to me, when I scheduled, then this person right away started his speech about the company had changed hands and that those warranty were not being processed as promised(when purchased). He then went into lecturing me on how they don't cover pet damage (the service person never even saw the damaged screen), I also had a broken latch (don't know how a pet breaks a latch). I asked him how he determined that it was pet damage, he responded that the service person told him that there were cat scratched on the screens. I told him that the service person hadn't looked at the damaged screen or from where we were couldn’t even see the screens. I explained that I would not argue with him about this and would go to the BBB to handle this problem. He then began to lecture me on how he didn’t care if I reported this to the Better Business Bureau and then he said “Let me tell you…” in an arrogant condescending tone. So instead of being berated by this person I just terminated the call. I then told the service person that I would not have the repairs done today and I also asked him how his boss would have blamed the damage on pets. He said that his boss asked him if I had cats and he told him that he didn’t know but I might. This young man was a new service person and with this type of boss I would assume that he could have been intimidated. I told the service person that his boss had told me that he (the service person) had told him that there were cat scratches on the screens. The service person said that as he hadn’t even seen the damaged screen and hadn’t even been able to see any of the other screens (to see any scratches) so he couldn’t have told him( the boss) that. I didn’t in anyway blame the service person and told him so, then thanked him and told him to have a pleasant day.
Over a year ago I had another incident involving screen repair and the process to resolve a missing part from a screen. This part was lost when their service person (a different service person) picked up my screens, took screens with him, screens were to be returned the following week, weeks went by and no screens, so I called three times to find out where they were and then it was three weeks later till they were returned, when returned the pressure spring was missing. I called numerous times about this part and then was eventually told that they don't make these types of screens anymore so they sent me a pressure spring from something they said they had found in the warehouse, it didn’t work so that left me with a screen that will pop out, so I purchased a sliding screen for that window. In hindsight I should have reported the incident but was so frustrated and so much time had passed that is just got forgotten.
My husband and I purchased replacement windows from Castle Windows, 12yrs or so ago, for our house and a tenant house. Before we purchased the windows, we sat down with a sales person from Castle Windows and went over the Life Time Warranty, as this is Castle Windows biggest and most advertised selling point. We were told that the warranty would cover ANY damage, even pet damage. I am being told that they have changed hands, the name is still Castle Windows, they still proclaim their Life Time Warranty but now they will not be taking care of previous customers lifetime warranty needs.