Contact
Service FAQs
Please read our service frequently asked questions and answers. If you feel that a service appointment is still necessary please send us a service request and specify the items that need attention. Please allow up to 24 working hours to be contacted (hours: Mon - Fri 8:00 AM - 5:00 PM). If you are experiencing an emergency due to a break-in or other causes beyond your control including hail, fire, etc. please contact your local police department to ensure your safety prior to requesting service.
The following FAQs are specific to windows and patio doors manufactured by Accent including, Legacy Windows, Premier Windows and Silensia® Patio Doors.
Q: I'm not sure how to remove my window sash or screens.
A: Please view our Operation and Cleaning Manual for details.
Q: Why do my windows have condensation on the outside / inside?
A: Condensation on the interior / exterior of your window pane is a natural process and does not represent a defect in your window. In fact, this typically happens when you replace your old windows with new energy efficient windows. Condensation on the interior / exterior of the window in general is due to the temperature of a surface being lower than the dew point of the surrounding air.
- Operation and Cleaning Manual
- Read full article on condensation
- Article on condensation from Harrowsmith and IGMAC (the insulating glass manufacturer’s association of Canada)
- A message from Southwall Technologies about condensation
Q: When will Accent come out and redo the caulking around my windows?
A: We suggest the homeowner do some preventative maintenance on their windows. You can buy caulking at all home improvement stores and touch up little spots of damage. For large gaps or cracks, please submit a service request or call for an appointment.
Q: My screen is torn or coming out of the frame. What should I do?
A: Accent replaces screens for free but we ask that you please bring them to one of our locations. Most times the screens can be replaced or repaired within a week depending on the drop-off location. For faster service please bring your screens to our manufacturing facility Monday - Thursday 8:00 am - 2:00 pm. There is a charge associated with coming out to your home to repair a screen.
Q: My hung or slider window isn’t opening as smoothly as before. What should I do?
A: Check to see that the operating sash guide is clean. Over time, dirt and debris can settle in the guide, making it difficult to open and close the sash. Try cleaning with soapy water and a soft brush, then wipe with a clean, damp cloth to remove soap residue. You should avoid scrub pads and abrasive cleansers.
After the area is dry, applying a Teflon or silicon based lubricant to the area will help the sash operate smoothly; ask your window and door retailer for recommended brands.
If cleaning doesn’t do the trick, you may have a problem with the installation. Call your window and door retailer for assistance.
Q: How do I clean PVC (vinyl) windows and doors?
A: You don’t need to do a lot of maintenance work on PVC windows and doors: no painting, staining, or treatment. From time to time, just clean the interior and exterior frame with a standard soapy household cleaner diluted in water. And simply use a glass cleaner without ammonia for the glass.
Several of our casement models open a full 90 degrees for easy cleaning, while hung windows tilt in.
Q: How do I tilt my hung windows for cleaning?
A: Open the bottom sash about three inches, then use both hands to open the tilt latches on both sides simultaneously. You’ll be able to reach the outside surface for easy cleaning. You may also reference our Operation and Cleaning Manual for details.
Q: How should I clean my window and door hardware?
A: Wipe them down with mild soapy water, then wipe with fresh water to remove soap residue, which may prevent proper operation over time. You can also lubricate hinges with a dry Teflon or silicon based lubricant.
Q: Why are my windows leaking water into the house?
A: Make sure the weep holes on the exterior of the window is cleaned out and free from debris. If this does not help, please contact us for a service appointment.
Q: Why is my double hung window not locking?
A: Prior to calling for service, please make sure both sashes are completely shut, even if they have never been operated before. Typically this is the reason for both double hung and double slider windows not locking.
Q: Why is my patio door not locking?
A: Make sure the panel is securely in the pocket, but do not slam the door. This causes the door to bounce out just enough so the lock will not catch. If the door is firmly shut and still will not lock, engage the foot lock and call for an appointment.
Q: I am having glass replaced in one of my windows. How long does that typically take?
A: An average size glass unit, i.e. 24x40, usually can be replaced in about a half hour. Larger units will take longer.
Q: I am having a service technician out to work on my windows. Is there anything I need to do?
A: If you can have the work area clear of furniture, etc. that is always helpful. Also, window coverings need to be removed prior to glass replacement and sash replacement. If you think the blinds may be in the way, please remove them. Accent Windows will not be held responsible for any damage to the window coverings that were not removed prior to service.
Q: My dog door flaps are getting worn out. How do I have them replaced?
A: Hale Pet Doors warranty dog doors. You can visit www.halepetdoor.com, or call 1-888-293-6411. You can also view their warranty online.
Q: I have a door that was installed in 1998 and I need a new hardware set for it. Where do I go to get that?
A: First, you need to determine the manufacturer of your door. Was it Cole Sewell (typically storm doors)? Or is it an entry door? Storm door customers need to call 1-800-328-6596 for door parts. Entry door customers need to visit www.peachtreedoor.com for door parts.
Silensia® is a trademark licensed to PH Tech inc.