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Identifying Window Problems - Customer Instructional

Help us serve you better

The more detail we can get about your window problems, the faster and more efficient we can be to streamline your inspection, quote and repairs.

This page can help you describe your windows via the forms on our website, over the phone or email.

The following instructional will walk you through the process of conveying the important information your window tech needs to narrow down the possible issues and diagnose your window.

Information we need

Is your window wood, steel, aluminum or vinyl?

This should be relatively easy to tell. If you are unsure whether your window is steel or aluminum, try sticking a magnet to it; steel is magnetic and aluminum is not. Be sure to note of any cladding (metal sheets wrapped around the sash's rails and stiles) that may be present on the exterior of your wood window. Knowing the material narrows down the type of window we know we're working with and what your issues could be stemming from.

Wood Casement Sash Clad.jpg

Wood with cladding

Aluminum Sashes.jpg


Vinyl Sash.jpg

Vinyl with broken tilt latch

What type of window do you have?

Look at your window and describe how it moves to the best of your ability. Consider these questions:


Does it move? If so, does it move up and down, slide left & right, or crank out? If it moves up and down, does the bottom only move or does the top move too? If it cranks out, does it crank out horizontally or vertically?

Can you see a logo on any part of your window? You can identify the manufacturer and model by several markings on the window or its parts. To the right are a few examples of places where information may be printed.

The brand is important in determining particular problems and will help us give more accurate estimates before an inspection is arranged. For example, all Pella ® windows use proprietary parts that we have to purchase through a Pella ® dealer.

Any way you can describe your window will help us track down your problem.

Semco logo on operator handle

Semco Logo on Casement Operator Handle E

Velux logo on operator cover

Velux Logo Printed On Operator Cover Edi
Pella Info Printed on Glass Edited.jpg

Pella ® logo on original glass unit with serial number, usually on the bottom left or right corner

Truth Logo On Operator Arm.jpg

Truth logo on operator arm

Where is the window located?

Where on the property is the window located? 1st floor, 2nd floor, basement etc.? Is the window located in a bathroom, near/in a door or along a staircase?

This information helps us calculate the labor required to service your window and can help us determine if the window uses tempered safety glass to satisfy building codes. Tempered safety glass breaks into small shards to reduce potential injuries from broken panes.

What is happening with your window?

Describe the problem you are having with your window:

What led you to contact us? Is your window difficult to open, close or lock? Are you experiencing leaks or poor insulation? Is the glass foggy or broken? Has the wood started to rot?
This information allows us to narrow down the possible causes of your problem and how it can be remedied.

Wood Patio Door.jpg

Patio doors need safety glass

Tempered Glass Broken Close Up 2.jpg

Cracked tempered safety glass

Popped Seal cropped.jpg

Foggy glass indicates a failed seal between thermal panes

What you can do

Verbal descriptions can only go so far. Once the window tech has gotten enough information, he may request photos of the window or the part in question. The tech will describe what you need to send over for identification and how to do it.

Please take clear photos with adequate light and either text or email them to your tech. You can also take advantage of our Virtual Assessment service where you can walk through your window issues over Google Duo. Learn more HERE

Quality Customer Photo Example rotten sa

Example of a quality photo taken with a cell phone camera of a rotten casement sash

We can only give approximate estimates until a tech has visited and inspected your windows. After an inspection and measure, we will email a PDF of an itemized quote.

In the case of glass replacement, your tech can give you a rough estimate for your glass unit if you measure the daylight opening (DLO) of your glass. The daylight opening is the surface of the glass that you can see through. Measure the width and height and your approximate quote can be calculated. If you decide to proceed with the order, a tech will set up an appointment to inspect it in person and measure the cut size of the glass.

daylight opening diagram.jpg



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