Castle Rock Remodeling

unknown

The men that came into our home did not look professional. I saw there were fingerprints all over the windows after they were installed, and asked if they would clean them off for us as the window is impossible to reach without a ladder and they told us that we should get them out ourselves. My mother is elderly, and I was very ill myself. I then went outside, and noticed that there was yellow glue from the top of the window to the bottom of the window, also on the siding. When I called, I was told that they would contact us back...but why should we clean off glue prints that we did not cause and that we are unable to access? I have repeatedly tried to clean the fingerprints off, but they are inside the panes of glass! I have called many times, and just felt that the customer service was just terrible. I just want the windows cleaned and the mess taken care of, and the window replaced.

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There were several problems throughout this entire job, as detailed below.
Essentially, Castle Rock Remodeling installed ALL the windows wrong and the siding was not done well or as contracted with the correct Alside caulking, foam and insulation.
The biggest issue is that the windows were not installed to receive the new siding.
They were incorrectly installed flush with the original OLD siding, which actually has them sticking too far INSIDE the house and covering up half of our window sills. And on the outside, the gap between the new siding and the new windows is so large (up to 3/4"), that makeshift trim was needed along with several treatments of caulk to fill in the gaps.
Installing windows too far in and using all of this caulk to fill in the large gaps has created several problems, including:
- All the drain holes in all of the windows are caulked shut and set to drain behind the new siding and inside the walls. Another contractor has told me that this will lead to water damage and mold problems inside the walls over time.
- On the worst window, which is the front foyer window, the caulking is peeling so much that it is now coming away from the siding, leaving a huge gap for bugs, water, etc.
- One screen on a front window will not even open because of too much caulk,
- So much caulk had to be used that much of it is smeared all over the actual window frames, and
- It just looks bad. These large gaps between the new siding and the new windows look terrible and completely unprofessional. ALL the windows are set in to far, and with too much caulk.
There are also several siding issues of crooked cuts and crooked installation. Castle Rock Remodeling used a thinner insulation between the old and new siding instead of the contoured insulation that we contracted for.
At the time, they said this would allow the windows and siding to be set flush with each other. This did not happen, and all it really did was allow for the siding to be pushed in when touched, which will lead to future issues as the siding ages.
How did it come to this?
Well, the moment we noticed how the windows were installed, we talked to them about setting them properly. The window guys said the siding guys would take care of it, and the siding guys were beside themselves when they saw what the window installers had done. But the siding guys, like the window guys, were subcontractors and were told by Castle Rock Remodeling to
make it work and complete the job. Castle Rock Remodeling refused to have the windows reinstalled properly. So the siding guys did what they could to make it work, including going with a thinner insulation (instead of the contoured insulation that is more effective and what we signed the contract for), and coming up with various types of trimming solutions to fill in the large gaps,
which unfortunately covered up ALL the drain holes of the windows.
In review 
? Work started on July 8.
? After  finishing half the windows, we noticed our blinds would no longer fit, as the new windows took up half the sills.
? On July 11, window team finished installing the windows. At this time, none of the windows were sealed because the siding team was due to arrive next day to finish.
? On July 13, siding crew arrived and were very upset at how the windows were done.
They detailed to us that they were all installed wrong and not finished. We  called Castle Rock Remodeling and they agreed to have a meeting with all contractors on Monday morning at 8:00 am.
? On Monday, July 15, we met with all the contractors. Meeting went horrible. Siding crew was blaming window team, and window team was blaming Castle Rock Remodeling for ordering the wrong windows. Castle Rock Remodeling promised
everything would be fine. They said we just needed to get new ?thinner? insulation between the old and new siding and then the windows would seal up fine.
This turned out to be DEAD WRONG!    Castle Rock Remodeling misled us.
 
The gaps between windows and siding are too large to seal up, and now the siding can be pushed in because of the thin insulation that was used instead of the contoured insulation that we contracted for.
? The job was completed late in the evening on Monday, July 22, and the caulking and trimming around the windows was thick but seemed to be alright. But by the very next day we noticed that most of the caulking was already peeling within less than 24 hours.
Our steps
? We sent a certified letter with photos and details to Castle Rock Remodeling on July 26.
? They sent a team out to meet with us on August 13 that made a list of problems.
? They sent a second team out on August 16 that made a list of problems.
? They sent a third team out on August 20 that made a list of problems.
? We called them on August 22, and they said they were going to send a repair team out on Sunday, August 25.
? They called on August 23, and said they needed to cancel because the materials were not ready to complete the job. They rescheduled for Wednesday, August 28, from 12-2pm
? We called Castle Rock Remodeling on August 28 at 3:30pm, asking where the repair team was? They said they did not know and would call us back.
? Team showed up at later that night after 6:30pm. They said that it was too big of a job and that they needed to reschedule.
? Called Castle Rock on Thursday, August 29, and they informed us that they are too backed up' to complete the job.
? We filed a report with the Better Business Bureau on August 29.
? On Friday, August 30, the company owner called and gave me a one-way profanity-filled conversation on how he was going to 'take his time' to repair our home , forget about any lifetime warranty and then he hung up.
? On Monday, September 16, I met with a new contractor who made a list of the problems and is currently working on a bid for what it would cost to fix them.
? As of today, September 23, the day we are submitting this Angie?s List review, the BBB reports no response from Castle Rock Remodeling. And they are not returning any of my calls or emails.


update  10/22/2013

Perhaps you misinterpreted my note to you on 9/23/1

We have been trying to contact you via email,
phone, certified mail,  etc 

                                  since
July 23th LESS than 24 hours since your contractors left our home

 

Having our home look like others home - crazy
note where are you getting this from.................???

NO ONE HAS TOUCHED OUR HOME SINCE 7/22 - we are
stilling waiting on our lifetime warranty to take action. I know I waited  less than 48 hours to send you the letter -
but seriously??

 

We just want all the windows to OPEN and ALL
the windows drains to NOT be caulked
close and furthermore enclosed inside our siding for drainage. We have one
window on the side of the home that is coming off the wall due to improper
siding/caulking.

 

You will not respond to anything we do, so yes,
media and more steps will be taken. What else can we do????!!

 

My note to you on 9/23 was to please please
please...........send someone out to fix the problems you poor contractors did

 

AND

not for YOU and your company tell us on 8/29 you
'are too backed up' and your personal comment on 8/30 that we can pretty much kiss
our lifetime warranty o

The price was about half the cost of the others providers we looked into. They were on time and professional.

the representative that came to my home to do the initial assessment was informative and was not "pushy".  It really bothers me when a salesman tells me what I need and not the other way around. He was in and out in less than 45 minutes. I paid half up front and the other half on completion. I setup the installation date with the expectation that they would arrive between noon and 4pm. They called me around 1230 to relay they were on their way. Showed up as expected and completed the job by 4. It was really helpful when David recommended replacing the surrounding framing on another window to keep the color flow to the front of the house and it really looked great. It only cost me another 20 dollars. They cleaned up and  were on their way. I will use them again to replace a sliding door down the road. FYI, I had 3 other windows replaced by Sears 2 years ago and these were the very same windows and cost me half the amount.

From the salesperson to the installers, this job went as promised.  We were given several options as far as type of window but no pressure to upgrade.  This was a total difference from a big retail company that we had come out.  They kept asking us what we wanted with no suggestions--we are not the experts!

My husband and I are big DIYers, but when it came to the exterior finish of our home, we just didn't have the time or expertise to do it correctly ourselves.
We spent a lot of time and energy working on the interior of the house, but we didn't really pay any attention to the exterior.  We started looking at the siding this fall and realized that it was in pretty bad shape. 
We have board & batten siding, very typical for our area, and we had 8 sheets that needed to be replaced and several more that needed some minor repair.  We also had rotted batten boards everywhere (not sure of the total count that was replaced).
I contacted Castle Rock to set up an appointment for an estimate and Jim called me right back and made an appointment for the next day.  Jim was very professional and experienced, and gave me a great quote on repainting the house.
The work went smoothly, and the crew that came out to complete the repairs and the painting were courteous and professional.  They cleaned up when the work was done and I couldn't be happier with the outcome!!
I will certainly call them next time i need work done!!

The job went faster than expected. We are very happy and plan to have Castle Rock replace the siding on our home in the spring.

After countless salesmen from other companies read me their memorized speeches on what makes their windows worth so much, a breath of fresh air arrived with my sales person from Castle Rock, Kevin. He was on time, listened to my needs and my budget, and got me a better deal than any of the competition, for a better model window. I had 9 windows replaced the following week. The workmanship was done well with a friendly face. I couldn't be happier with my experience, and to top it all off, I'm already seeing a reduction in my energy bills!

After several jobs, I have been very happy.  Service has always been great.  My salesman, Kevin, has always been very responsive.  I have not been able to find a local company with better prices for quality vinyl windows and installation.  Jobsites have always been left clean and neat.  Office staff seems very professional, and at the end of every job, I have received a folder with all the job paperwork and lien waivers.  I will continue to use and recommend Castlerock to anyone looking for new windows.

Kevin Doll was friendly, courteous, professional, and knowledgeable.  He gave a thorough presentation and answered all my questions. His presentation helped me feel confident in my window and door selection. Castle Rock’s prices were excellent.  The installation crew worked quickly.  They, too, were polite and knowledgeable.  I love my new windows and sliding door (including both quality and appearance). I am very pleased with my decision to work with Kevin and Castle Rock Remodeling.   

it was fantastic  kevin doll was the sales representatives name and he came out and did a thorough job of explaining how the process worked and how much everything would cost  he was punctual, friendly, and informative  i have recommended him to all of my friends

The level of customer service and professionalism was outstanding at every level which I interacted with, from the salesman to the installation crew.  The windows were exactly what I ordered, and the installation was performed as scheduled.  The windows were installed without a single hitch, and the crew cleaned up all debris upon completion.

I have to commend Castle Rock on a job well done. My husband and I was very impressed. The salesperson was very professional but, friendly and the men that completed the work was outstanding. I would recommend them a hundred times over. In fact we called them back to install six more windows for us. Thank you Castle Rock

They showed up right on time and cleaned up and finished work.:

Castle Rock arrived when they said they would and were very polite, even helped moved a large piece of furniture. They cleaned up nicely and did all my windows in a day.

When rehabbing our new home, we contacted Castle Rock for a bid on new windows, soffit, and fascia board.  The salesperson, Matt, responded immediately to our request to meet and review the various product options.  He was punctual, very courteous, and knowledgeable about the full array of products the company carries.  In addition to printed materials describing the products, the software he had that allowed us to compare various options, styles, pricing, etc. was very helpful.  Matt came to the house two more times as we explored various options for replacing the existing windows and looking at various configurations that would fir in the existing casements and where we were replacing a door with windows.  His knowledge and experience were invaluable to us from a design perspective while working toward "the look" we wanted for the home.  We then went to the showroom and met with the Manager, Jamie.  He was also very helpful and showed us all of the options and styles we were considering "hands-on".  We did look at other companies but decided working with Castle Rock was our best option.  Matt ordered all of the windows and other materials and everything arrived within the scheduled time frame.  Matt worked with our General Contractor to arrange for the materials to be delivered and installed in a manner that facilitated the project staying on track and not disrupting other contractors.  The windows arrived and were perfectly installed on the date promised.  The installers did an excellent job.  The soffit and fascia work went similarly and we had discussions with Matt about some ways to improve the installation as the job was underway and the work order was adjusted accordingly.  After all the work was complete, we ran into two minor issues.  With the heat and drought, a couple pieces of the soffit separated slightly due to the backing to which they were attached moving.  We called Matt, he came and looked at it, and a repair was completed within a week on the day he promised.  The work looks perfect again.  We also had a small circular ding in one of the windows (possibly from debris hitting it during a storm?).  When we called Matt and asked him how to proceed with the warranty, he told us how to find the serial number on the window and to call the office.  They ordered the replacement window that day under the warranty.  It arrived quickly and we went and picked it up and installed the replacement-a perfect fit.  Start to finish, Matt and his colleagues at Castle Rock did a great job for us and they will always be our first choice for the types of services they provide that we may need.

A very professional Salesman came out on time and measured the windows and gave us a price.  A few days later they came out and removed the old aluminum windows and installed the new vinyl windows. Great job

I liked the product and the service.  I was totally happy with them.  I would highly recommend them to anyone.  They were very helpful.

Wonderful!!!!

We have been extremely pleased with all the work done.  They were very responsive from the bid process through to the completion of the project.
Their pricing is competitive and all work has been done in a professional manner.  They are always prompt for appointments and notified us if there were going to be any unforeseen delays. When bidding the work they provided multiple locations near our property where we could see similar jobs they had completed.
We will definitely use Castle Rock n the future and recommend them to others.

Very well. Reasonable and professional. When there was a minor problem the head of the company came out right away and addressed the issue.

I loved them. They were done within a day, they were very quick. They cleaned up after themselves.

They advertise a $189.00 per window with the finishing which I found was not the actual price as it was about $400.00 per window. They did not caulk the top seam the first time. However the second time that work was done. The second time even though it was a year later with a different team the cost was the same. Both of the teams were very good workers. The first time I had 5 windows put in and the second time another 5 windows were installed both within a day. They cleaned up after themselves. The salesman was very nice and he showed me the different options with the different price points. They are a local company and the windows are made in the midwest.