The Promise, in One Paragraph
Every job Hale Windows & Doors performs is covered by our 365-Day Done Right Promise. If our workmanship or the parts we supplied fail within 365 days of your service date, we come back and make it right – no argument, no form, no fee. This is a plain-English commitment, not a legal document buried in asterisks. Spencer Odell and the Hale crew stand behind every install and every repair, and we’re not satisfied until you are.
What’s Covered
- Our workmanship: If something we installed or repaired fails because of how we did the job, it’s covered.
- Parts we supplied: Hardware, glass units, weatherstripping, and any other component Hale sourced and installed are covered for the full 365 days.
- A return visit at no charge: If you call us within 365 days about a covered issue, the trip out costs you nothing.
- A complete redo when a repair doesn’t hold: If a repair we performed fails, we don’t patch the patch – we fix it properly, the same way we should have the first time.
- The job site left clean: Our crew cleans up before they leave, and if a covered return visit creates any mess, we clean that up too.
- A written record of the promise on your job: Your job file documents exactly what was done and when – you don’t need to hunt for a receipt to invoke this promise.
What Isn’t Covered
We think these exclusions are ones any reasonable homeowner would agree are fair. And if you’re ever unsure whether something qualifies, call us first – we’ll come look, and we’ll be straightforward with you.
- Storm or accident damage after our visit: If a window cracks because a branch came through it last Tuesday, that’s not a workmanship failure – it’s a new problem, and we’re happy to give you a written estimate on it.
- Work performed by someone else: If another contractor touched the window or door after we finished, we can’t stand behind what we can’t control.
- Parts the customer supplied: We can only guarantee components we sourced ourselves from our professional-grade product lines – PGT, CGI, CWS, ES Windows, ECO Window Systems, Mr-Glass, Therma-Tru, and ViewLux.
- Normal wear on equipment we didn’t install: If an existing unit – one we didn’t replace or repair – shows the kind of wear that comes with age and use, that’s outside the scope of this promise.
- Problems you declined to have addressed: Sometimes our technician flags something during a visit and the customer decides to hold off. We document those notes. If that issue develops later, we’ll still come look, but we can’t cover what we were asked not to fix.
- Cosmetic choices made after installation: Paint, caulk color, or surface finishes applied by the homeowner or another contractor after our crew leaves are not covered.
How to Use the Promise
Step 1: Call (252) 675-6980 or book online
A live person answers every call, any hour of the day or night – no voicemail, no callback queue. If you’d rather do it online, the booking form gets to the same place.
Step 2: Tell us the job and roughly when
Just describe what you’re seeing and give us a general sense of when the original work was done. There’s no form to fill out, no receipt to dig up – we have your job on file.
Step 3: We schedule the return visit
We’ll find a time that works for you and, per the Threshold Standard, we’ll send you the technician’s name and photo before anyone arrives at your door. You’ll know exactly who to expect.
Step 4: We make it right
Our technician arrives, assesses the issue, and fixes it. If we need to come back a second time with different materials, we do. The promise doesn’t close until the work is right.
Timing
The 365-day window runs from the date your original service was completed – that date is documented in your job file, so there’s no ambiguity. If something surfaces just after the 365-day mark, call us anyway. We’re not going to hide behind a calendar date when the concern is reasonable. Each Hale location is independently owned and operated, but every location within the Threshold Group family honors this promise the same way. The name on the door is Hale; the standard behind it is Threshold Verified.
Questions About the Promise
If something about your job isn’t sitting right, or if you just want to know exactly what your job file shows, call us at (252) 675-6980. A real person picks up. There’s no hold music, no claims department, and no hoops. Just tell us what’s going on and we’ll sort it out together.
Written by Spencer Odell, Owner at Hale Windows & Doors, serving homeowners as part of the Threshold Group family since 2009.