Frequently Asked Questions

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Frequently Asked Questions

Horner Millwork’s Service & Installation Department assists our customers with product issues when needed. Before contacting the Service & Installation Department please review the information below prior to contacting us. By having answers to these questions, it will help us to provide the quickest turnaround time to assist you.

After reviewing the information below please fill out our Customer Service Form. Providing photos of the problem is always helpful – please send us a closeup as well, along with any paperwork such as the original invoice.

PRODUCT WARRANTIES

See our Warranties Page for answers to product warranties. Note that the warranties are provided by the manufacturers of the products we sell.

WINDOWS

Most Common Window Problems:

Seal failure (there is condensation in between the glass)
Does your window have grilles?

Windows will not stay up

Windows will not lock
Often times the hardware is removed when windows are painted and the sash locks are not put back on properly.

Stress crack

Glass is broken
If window did not come from Horner, please contact a local glass company.

Please answer the following questions as best you can when calling on your window problem:

1) Identify problem (see above most common window problems).

2) What kind of windows do you have?

a. Vinyl
b. Wood
c. Other

3) What type of window are you calling about?

a. Double Hung
b. Casement
c. Other

4) Are they replacement or new construction windows?

5) Who purchased the windows?

a. Yourself
b. Builder
c. Other

6) When were they purchased?

EXTERIOR DOORS

Most Common Exterior Door Problems:

Door is leaking

Door will not lock
Please identify the type of lock it is.

Door is drafty
Is bottom of weatherstrip torn?

Door is warped

Seeing daylight through door

Rubbing on bottom

Please answer the following questions as best you can when calling on your exterior door problem:

1) Identify problem (see above most common door problems).

a. If door will not lock please identify the type of lock it is
b. If door is drafty is bottom of weather-strip torn? Does it have a sweep?
c. What kind of sill does the door have?

2) What kind of door do you have?

a. Wood
b. Fiberglass
c. Steel

3) Please identify your door configuration (see chart)

a. Single
b. Single w/ 1 sidelight
c. Single w/ 2 sidelights
d. Double
e. Double w/ sidelights

4) Is it an inswing door or outswing door (see chart)?

5) Who purchased the door?

a. Yourself
b. Builder
c. Other

6) Who installed the door?

a. Yourself
b. Builder
c. Other

7) When was the door purchased?

PATIO DOORS

Most Common Patio Door Problems:

Not sliding properly
You may be able to solve this on your own:
1. Check to see that the doors are properly positioned on the track
2. Clean the tracks
3. Are the tracks lubricated?

Door is leaking

Door is drafty

Please answer the following questions as best you can when calling on your patio door problem:

1) Identify problem (see above most common door problems).

2) What kind of door do you have?

a. Fiberglass
b. Vinyl
c. Clad wood

3) Please identify your door configuration.

a. Swing Patio
b. Sliding Patio

4) Who purchased the door?

a. Yourself
b. Builder
c. Other

5) Who installed the door?

a. Yourself
b. Builder
c. Other

6) When was the door purchased?

INTERIOR DOORS

Most Common Interior Door Problems:

Door is warped
Are all sides painted?

Door is not latching
Is the door installed plumb and square?

Please answer the following questions as best you can when calling on your interior door problem:

1) Identify problem (see above most common door problems)

a. If door is warped, are all sides painted?
b. If door is not latching, Is the door installed plum and square?

2) What kind of door do you have?

a. Moulded
b. Wood
c. MDF
d. Other

3) Who purchased the door?

a. Yourself
b. Builder
c. Other

4) Who installed the door?

a. Yourself
b. Builder
c. Other

5) When was the door purchased?

PHANTOM SCREENS

Most Common Phantom Screens Problems:

PHANTOM DOOR SCREENS:

Coming soon…

PHANTOM MOTORIZED SCREENS:

Nothing happens when I press the buttons
Check power: batteries, is the circuit breaker on?

Please answer the following questions as best you can when calling on your Phantom Screen problem:

1) Type of installation?

a. Recessed Installation (cannot see the track)
b. Standard Installation (aluminum housing is visible)

2) Who is the original purchaser?

a.Yourself
b. Builder
c. Other

3) When was it installed?

Please see the Phantom Screens Maintenance Guide.

PREFINISHING

If you purchased a prefinished product from Horner that has a problem, please fill out our Customer Service Form and include a photo.

KITCHEN CABINETRY

Most Common Cabinetry Problems:

Finish Issues
Painted cabinets: When there are humidity changes in homes the doors expand and contract which causes the joints to move. The paint can crack at the joint.

Hardware Failures
Hinges, slides, lazy susans: Most companies guarantee hardware for the life of the cabinets.

Damage
Damage caused by the customer such as water leaks, broken doors and drawers from rough use, alignment issues, loose screws, etc.

Please answer the following questions as best you can when calling on your cabinetry problem:

1) What brand of cabinetry do you have?

2) Are the cabinets painted or stained?

3) Who purchased the cabinets?

a. Yourself
b. Builder
c. Other

4) Who installed the cabinets?

a. Yourself
b. Builder
c. Other

5) When were the cabinets purchased?

If you purchased cabinetry from Horner that has a problem, please fill out our Customer Service Form (include a photo) or contact our Kitchen Design Center Manager, Nick Sollecito at 508-235-4340.

STAIRS

If you purchased a stair from Horner that has a problem, please fill out our Customer Service Form (include a photo) or contact our Stair Department at 508-235-4221.

OTHER PRODUCTS

Some of the products that we sell are serviced direct from the manufacturer:

VELUX SKYLIGHTS http://www.veluxusa.com/help-and-advice/contact-us

LARSON STORM DOORS https://www.larsondoors.com/support

RAINBOW ATTIC STAIRS http://www.rainbowatticstair.com/customer-service/

For products that we no longer carry please contact the manufacturer’s direct:

SILVERLINE https://www.andersenwindows.com/products/series/silver-line/

WINDSOR WINDOWS http://www.windsorwindows.com/contact-us

If you would like to contact our Customer Service & Installation Department please fill out our Customer Service Form, email us at [email protected], or call 800-543-5403.