Frequently Asked Questions

Do you charge for Estimates/Quotes?
Inspections and Estimates/Quotes are generally free, some conditions may apply for out-of-area repairs.

Do you charge a call-out fee?
A call-out fee of $159.50 inc GST is charged for each repair attendance.

Do you have cancellation fees?
We charge a cancellation fee under the following scenarios:
– No show, technician attends and no one is home. We will call the site contact and wait 15 minutes before departing to the next job. The office will also be notified so this can be documented and followed up with the customer/site contact.
– Less than 24 hours’ notice provided to cancel the repairs
– Less than 72 hours’ notice provided for all-day repair bookings
Refer to our T&C’s for full cancellation information.

Are appointments based on date/time or an appointment window?
We book an appointment time, however, we allow for 30 mins either side of the appointment for the technician to arrive as we can’t guarantee arrival times. The technician may finish up early or be delayed on a previous job.

Will the technician arrive on time?
We make every effort to ensure the technician arrives within the 1 hour appointment time. In the event that the technician is delayed on a previous job, we will notify you as soon as possible.

Will my appointment be confirmed in writing?
A confirmation email will be sent at the time of booking your repair appointment.

Can I get appointment reminders?
You will receive an email reminder 3 days before the appointment booking and an SMS reminder 24 hours before the appointment.

Do you work weekends?
Our services operate Monday – Friday 8:30am – 5:00pm. From time to time we may work outside these times where repairs can’t be safely completed during business hours. Special rates will apply.

What is the earliest appointment time?
For most appointments, the earliest appointment time is 9:30 am unless there is a safety issue or emergency situation.

What is the latest repair appointment time?
The latest appointment time is 3:30 pm depending on the repair being carried out and the effort required to complete the work. The job must be completed before the technician leaves the site.

Can I change my appointment?
Appointments can be changed by providing at least 24 hours’ notice. Multiple reschedules may incur an administration fee.

How long will the repair/s take?
We estimate a standard repair to take approximately 1.5 hours. Repair time will vary depending on the scope of work.

What happens if I’m not home on the day of the repair?
If you are not home when the technician arrives and you are uncontactable a cancellation fee may be charged. Refer to T&C’s for full cancellation details.

Do I have to stay home whilst the technician is doing the repair?
You can choose to provide access to the technician and then leave to go to work or run errands. When the technician completes the repairs, the “lock-up procedure” will be followed. This involves filming the door being locked/secured when the technician leaves to give you peace of mind that the property was secured properly. All our technicians are police checked.

Is a deposit required before the repairs can be scheduled?
There are some instances where a deposit will be required. Specifically, where hardware procurement is from a global supplier, the Estimate/Quote exceeds $7000 & to commence the fabrication of new windows & doors. Refer to our T&C’s for more information.

Do I need to pay for the repairs before they are completed?
An invoice will be issued when the repairs are completed and emailed or SMS’d to you. If you don’t have an email address your invoice will be posted to your address. Our terms are payment on completion of repairs by the invoice due date. Refer to our T&C’s for full payment terms.

What happens if I don’t pay the invoice by the due date?
From time to time we all forget to pay an invoice, that is why we have a reminder service in place. We will send you a courtesy reminder email or contact you by phone if payment is not received by the invoice due date. If payment is still not received after reminders or a commitment to pay is made, we will add a debt collection administration fee to your invoice to cover our administration and debt collection activities. Once this fee is added it will not be removed. Refer to our T&C’s for full payment terms.

What payment methods are available?
We currently accept Cash, Electronic Fund Transfers, or Cheque payments. Credit card payments are coming soon.

I work during business hours and can’t provide access, what options are available to me?
If you are renting the property, you can authorise your agent to provide access on your behalf. You will need to email your agent, authorising Exitoso & Co to gain access to the property either by booking an appointment directly with the agent or collecting the keys from the real estate office.
If you are an owner you may need to arrange for a friend, family member, or neighbour to provide access on your behalf.

I’m an owner with a Strata Plan, can I still use your services?
You will need to contact your Strata Company and request that they engage us by issuing a work order authorising us to perform the repairs. We work with many Strata companies and are aware of the engagement processes that are required.

Why have I received an Estimate, not a Quote?
Due to the nature of our work, we sometimes find additional problems when we start the repairs as we can’t always see all the hardware components until the dismantling stage. For this reason, we provide Estimates so that variations to the scope of works can be factored in, should this happen to occur. We do provide Quotes in instances where a cost variation is not expected to occur.

I don’t understand the terminology used in the Estimate?
We understand that you may not be fully conversant with the terminology used in the window/door industry nor do we expect you to. If you are unsure about any details in your Estimate/Quote we strongly recommend that you contact us to clarify any details you don’t understand before you accept the Estimate/Quote. Refer to our T&C’s for terminology explanations or contact us.

What is the process for getting a window or door repair completed?
We try to diagnose most repair jobs on the phone, by asking you a series of questions related to the type of window or door problem you are experiencing. We may also request you provide photos to help in identifying the hardware and repair diagnosis. For complex repairs or obscure hardware, we will schedule an inspection to examine the window/doors and in some instances may dismantle them if required. An Estimate or Quote will then be provided, if you accept, we schedule your repairs at a time that is mutually acceptable. In some instances, hardware procurement can have extended lead times. Repairs will only be scheduled once the hardware has arrived to avoid rescheduling and unnecessary administration.

My sliding window/door is really heavy & hard to open/close, is this normal?
This is most certainly not normal. Sliding windows and sliding doors should be easy to open & close regardless of their size & weight. This indicates there is a problem with the window/door hardware – usually the rollers. You should be able to operate the doors with a slight push / pull motion. Force should not be required.

My window falls down when I open it, why is this happening?
Double-hung windows will either have a spiral balance, a spring mechanism, or sash cords that allow the window to open & close safely and stay in position. If the hardware fails the window won’t stay up.

I have a frameless glass window, can you repair it?
We work with all types of windows including frameless glass windows. Aneeta sashless windows are one of our specialty repairs.

Do you replace glass?
We can arrange glass replacement as a standalone service or as part of a hardware repair should this be required.

Do you replace windows & doors?
We can replace timber or aluminum windows & doors. Including sliding, stacker, bi-fold windows & doors; double-hung, awning & casement windows as well as fly screens and security screen doors. We have partnered with a number of industry professionals and suppliers to offer an end-end installation/replacement service. We also offer timber sash replacements where only the sash is damaged, but the frame is in good condition. This can significantly reduce the costs of replacing the whole window unit.

What is a sash?
“Sash” means the moveable part of the window that holds the glass and the framework around the glass to keep it in place. Window sashes are fitted into the window frame. There may be multiple sashes in a window.

What warranty do you offer on window/door repairs?
We offer a 12-month warranty on workmanship on all repairs. Hardware is subject to the manufacturers’ warranty and we manage this on your behalf. Warranty claims must be made in writing and notified to us as soon as the problem is detected. Refer to our T&C’s for full warranty information.

My timber windows are rotting, do you fix this type of problem?
Although this is not our core service, we can refer you to a specialist in timber restorations should you require this service.

My screen door keeps coming off the tracks, can this be fixed?
This problem is usually caused by the rollers. Screen door rollers can be easily replaced. We can also repair the tracks should this be required.

My bi-fold door panels are sticking and difficult to operate? Can this be fixed?
This is a common problem with bifold doors and usually means the doors are out of alignment due to hardware breakdown. Bi-fold door repairs are our specialty repair. We offer hardware replacement/rejuvenation, header re-propping as well as hardware servicing. We have completed hundreds of bi-fold door repairs. From simple servicing on a 3-panel bi-fold system to resolving poor installation on 8 or more panels bi-folds.

Do I really need to service my windows & doors?
Servicing the windows & doors in your home is important to preserve the window/door hardware and will save you money in the long term.

How often should I clean my windows/doors?
Ideally, you should aim to clean the windows/doors including the hardware every 4 weeks.

What is the cost of a typical bi-fold door repair?
The cost of bifold door repairs can vary greatly. Some cost variables to consider are the number of panels in the bi-fold, whether all the panels will need to be removed, what hardware needs replacing, is the hardware still available, is the hardware sourced locally or globally, freight charges, are 2 men required for the repair, site access & working space, how long the repair will take. At the more affordable end of the scale, the repair/service may cost between $300-$600 but could come up to thousands of dollars. One thing that is certain, you should never leave bifold door issues unresolved. Don’t wait until the doors can’t be opened or closed, the longer you leave them the more it will cost to repair them.