Questions to ask

Questions to ask

24 Questions to ask

Are you able to provide Home Owners Warranty Insurance?

All jobs over $12,000.00 (including GST) require a certificate of insurance under New South Wales Government Legislation. Even if your job is under $12,000.00 you should ask the contractor if they have been approved with an insurer for H.O.W Insurance. Insurance companies have strict financial controls for issuing of H.O.W Insurance and if a contractor is not eligible for insurance this may be an indication of their financial position.Windowline provides job specific insurance for all jobs over $12,000.

What products do you have access to?

Some replacement window companies only offer products from a single manufacturer. Companies with limited access to product will often make “recommendations” based on what they have available, rather than what’s suitable for your home.

At Windowline, we are not aligned with a single manufacturer, but rather deal with all leading manufacturers… which allows us to make recommendations based on your requirements, rather than a limited product range. It’s impossible for any one manufacturer to offer a range of products to suit all applications.

Do you manufacture your own windows?

Window manufacturing and window installation are two completely different areas.

At Windowline, we do not manufacture but source our requirements from Australia’s leading window manufacturers, including G. James Glass and Aluminium and various other companies. In addition to locally manufactured products we also have an extensive range of imported Double Glazed uPVC windows and doors.

What other products and services do your company provide?

Some companies are involved in all types of home improvement activity including siding, guttering & balustrading. Because these companies are trying to cover so many areas, they often lack the expertise acquired when you just specialise in one thing.

We are proud to say at Windowline that we only install replacement windows and doors of the highest quality

Will you be using standard size frames for my job?

Using a standard size frame will usually cost less, but the finished job will suffer, as current standard windows sizes just don’t fit older homes. In order to get a quality finish, it’s essential to have the new frames custom-made..

Don’t let someone talk you into using standard sizes as a way of saving a few dollars. Once you have placed an order with Windowline, you will be contacted by one of our check measures The check-measurer’s job is to calculate the exact sizes needed for your custom made replacement frames. Every window and door we use at Windowline is made to measure by one of our quality suppliers.

Who supervises the work?

In some organisations there is no one to carry out this vital role or it’s left up to the sales representatives.

At Windowline, we have a dedicated site supervisor as part of the production team. It’s the site supervisor’s job to make sure your job is carried out to the exacting standards we expect from our installers.

How is my job handled once I place an order?

You should check to see how thing are handled once you have placed an order. Is there a set procedure in place, and whom do you talk to if you need information regarding your job.

Once you have placed an order with Windowline, we send you a confirmation letter detailing exactly how we will be handling your project. We also provide the details of company personnel who will be available to answer any questions you have in relation to your project. Once your quote has been converted to a job, the responsibility for planning and installation passes to our dedicated team in the production department. Their role is to handle all aspects of the installation process, and of course the sales representative is also available should you or production need clarification regarding any part of the specification.

What guarantee do you have on workmanship and what guarantee do you offer on the windows & doors? Most companies offer a six-year guarantee with a limited three-year guarantee on moving parts. What guarantee do you offer?

Guarantees offered by other companies generally vary from One Year to Three. We offer a 10 year guarantee on installation and 6 years on Windows, Doors and moving parts.

Have you ever had a judgment against you in the Department of Fair Trading?

This is a fair question to ask any contractor. You hear so many horror stories about the building industry these days and I’m sure you don’t want to be a victim in one of them.

At Windowline we have an impeccable score card in this area. Your satisfaction is our primary aim as the foundation of our company is referrals from existing customer, just like you.

Are you a member of the Australian Window Association?

The AWA is the peak industry body for the window industry, and all member companies are bound to the association’s code of ethics & conduct. But not all companies are members!

Windowline is a member of the AWA and we only purchase products from suppliers who are also members. Fabricator members of the AWA must have all their products tested for compliance with AS 2047 the Australian standard for windows and doors. In addition to product testing, fabricator members must also participate in the association’s third party audit program.

What’s not included in the job?

Most companies will tell you what is included, but make sure you have a clear understanding of what hasn’t been allowed for.

In dealing with Windowline, you know exactly what’s included, so there are no unexpected surprises. Our contract spells out the full extent of work and any exclusions in plain English.

Do you have some references I can check?

You should ask for and be able to get references of jobs of a similar type of work. The best way to see the difference between contractors is to look at jobs that are complete and judge for yourself.

Our representatives will happily arrange for you to talk to one of our many satisfied customers.

Can you explain the installation detail to me, and how it differs from others?

DO ask questions and have the contractor explain details in terms you understand, until you feel comfortable that you know how they plan to install the products. The details of how many products are installed can be the difference in price and quality that you want.

Our sales representatives will customize the installation detail to suit your needs and the construction of your home.

What insurance do you have to protect my home and me?

In addition to Home Owners Warranty Insurance, companies should also have Workers Compensation and Public liability Insurance cover in place. Certificates of currency should be available on request to substantiate insurance cover.

Windowline has all necessary insurance in place, and in addition to public liability insurance, we also carry products liability insurance. Strict internal controls also ensure that our installers have all necessary insurance.

How long will it take to do the job?

There are two issues, first the length of time to have the frames delivered to site and the second is the duration of the job. If someone tells you they can do the job in a short period of time, question how that’s possible. You may find they have no other work or even worse, are planning to use standard size frames.

Depending on the product, our delivery time is usually around 6 weeks from the time we receive your contract and deposit. We start work as soon as the frames are delivered and work through until the job is finished. We’ll never start more than we can finish in a day so you never have to worry about having a hole in your wall overnight. Whatever existing frames we remove, we absolutely guarantee to have the new frames installed in the same way.

How long have you been trading?

Department of fair trading records show that a very high percentage of new building businesses fail within the first five years of trading.

Windowline has been trading successfully since 1989. Members of our management team have been in the replacement window business for over twenty-five years. There’s no substitute for experience.

How large is your company?

Does the company have sufficient resources to carry out your project professionally and with the level of service you want?

At Windowline, we are small enough to care, but large enough to undertake just about any size project, while providing exemplary customer service.
Do you have a safe work system?

Occupational health and Safety is a big issue these days. All companies should comply with OH&S requirements and have safe work procedures in place to protect their workers and your family.

We have a documented safe work system in place that complies with current OH&S requirements. All Windowline personnel have been indoctrinated into our safe work system. Daily risk assessments are carried out to ensure your safety.

Who will be installing my new windows & doors?

Some companies do not have sufficient work to maintain a permanent team of installers and will have to use outside contractors.

Because of the volume of work we undertake we are able to maintain a permanent team of expert installers and as we only install replacement windows and doors our installers have extensive experience in all replacement window installation situations. Any new installers are vetted and undergo thorough training in the Windowline system.

What sort of mess can I expect?

All building work generates some disruption and dust, however a little care on the part of the installer can make all the difference.

Our installers take care to minimize the disruption caused during the installation process. Drop sheets are used throughout the job and all rubbish is removed on completion of the job.

How competitive are your prices REALLY?

Some companies may be offering a seemingly low price, but remember the lowest price is not always the best value for money. A good price is one where you are receiving quality products, expert installation and a strong Guarantee.

At Windowline, we decided a long time ago that we would much rather explain price than have to make excuses about quality.

Are your frames rated for acoustics?

Noise levels are becoming a major issue and the selection of correct framing systems can have a significant impact on the reduction of noise inside your home. Many companies are producing windows and doors that have not been tested for acoustic performance and their installation may have little or no effect on the reduction of noise levels.

At Windowline we deal with fabricators who have tested their frames for acoustic performance. Many different framing and glazing options are available for reducing noise transmission.

Remember… ask any contractor you’re thinking of using these questions BEFORE you sign anything!