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Installation Experts
INSTALLATION GUIDELINES MANUAL
Alta Window Fashions
Eclipse Shutters
Automation
September 2022
2908 Portland Drive, Oakville, ON L6H 5W8
Installation Department:
Phone 1-866-211-9990
All “INSTALLATION EXPERTS” services are covered by a 1 Year Warranty that covers the costs of
services for any deficiencies under the product warranty as well as any installation related issue
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TABLE OF CONTENTS .
General Information
Ontario Ministry of Labour - Working at Heights 3
Example Pictures of Scaffolding 4
Example Pictures of Skyjack and Cage Ladder 5
Ontario Ministry of Labour - Mould in Workplace Buildings 6
Window Coverings vs. Window Function 7
Check Measure Process
Check Measure from Dealer 9
Check Measure from Installer 11
General Rules for Installers Performing a Check Measure 12
General Home Situations for Installers Performing a Check Measure 12
Check Measure Situations
Shutters - Standard 13
Shutters - Patio Doors 16
Shutters - French Doors / Garden Doors 17
Shutters - Specifications 18
Shutters - Bay / Bow / Corner Windows 18
Blinds - Standard 19
Blinds - Patio Doors 21
Blinds - French Doors / Garden Doors 21
Blinds - Specifications 21
Installation Processes & Guidelines
Dealer 22
CBG Canada Customer Service 22
Installer 23
General 24
Service Request Process
Installer 27
Dealer 28
General 28
Installer Basic Protocol
Phone Call Script 30
On Site Script 31
Warranty
Shutters 32
Blinds 34
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General Information .
Ontario Ministry of Labour - Working at Heights Training
Employers
As of April 1, 2015, employers must ensure that certain workers complete a working at heights training
program that has been approved by the Chief Prevention Officer and delivered by an approved training provider
before they can work at heights. Installation Experts, Installation Services Staff and Approved Contractors
have completed the training.The training requirement is for workers on construction projects who use any of
the following methods of fall protection: travel restraint systems, fall restricting systems, fall arrest systems, safety
nets and work belts or safety belts.
There is a two-year transition period for workers who, prior to April 1, 2015, met the fall protection training
requirements set out in subsection 26.2(1) of the Construction Projects Regulation. These workers will have until
April 1, 2017 to complete an approved working at heights training program.
This training requirement is in the Occupational Health and Safety Awareness and Training Regulation,
and is in addition to training requirements under the Construction Regulation.
Homeowners
Depending on the circumstances, homeowners may be considered constructors and subject to obligations
under the Occupational Health and Safety Act if they hire multiple contractors to work at the same time.
It is in a homeowner’s best interest to make sure workers at their home are safe. This can be as simple as asking
contractors if their workers have been trained, and how they plan to keep workers safe on site, before signing a
contract.
Scaffolding
For safety reasons, windows ‘open to above’, commonly in front door areas or windows above or around a
staircase, scaffolding will be used. Guidelines for scaffolding are when the installer’s feet would be over 10 ft from
the ground and/or when three points of contact with a ladder at the service cannot be achieved and/or a ladder
cannot be placed securely on a level plane. This will ensure that a professional installation can be completed in a
safe manner.. In the event that the dealer may feel a certain window is too high or hard to reach with a 5 foot
ladder, it is recommended that a picture of the window and its surrounding area be taken to allow for an
assessment. In most cases a high ladder can be used for the check measure providing that it is a framed
application. Scaffolding Charges apply when required.
This training requirement is in the Occupational Health and Safety Awareness and Training Regulation,
and is in addition to training requirements under the Construction Regulation (Sections 125, 126-136.0.1).
Standard 2-Tier Scaffolding is required when the top of the window is over 13 ft from the ground
3-Tier Scaffolding is required when the top of the window is over 16 feet from the ground
Skyjack is required for lack of access or excessive height - Quote required for this application
(License is required to operate a Skyjack, Installation Experts are not licensed)
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Example Pictures
2-Tier Scaffolding is required from 13.1 Ft - 16 Ft from the floor
3-Tier Scaffolding is required from 16.1 Ft - 22 Ft from the floor
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Example Pictures
Skyjack may be required for excessive height (license required)
Cage Ladder is 14 ft from the ground - Maximum reach for installation is 21 Ft
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Ontario Ministry of Labour - Mould in Workplace Buildings
ISSN: 1195-5228
Hazard summary
Workers and the public may be exposed to mould on water-damaged building materials inside buildings, and during
building maintenance and repair operations. Are moulds hazardous to health? The most common types of mould are
generally not hazardous to healthy individuals but some moulds may be hazardous to certain individuals.
People who have asthma, bronchitis, hay fever, other allergies, or have weakened immune systems are more likely to react
to mould. The most common symptoms are: runny nose, eye irritation, skin rash, cough, congestion and aggravation of
asthma. Symptoms usually disappear after mould exposure stops. Most often, there are no known long-term consequences
to workplace exposures.
Hazard locations
Moulds (fungi) are present everywhere–indoors and outdoors. Any building may have mould. However, buildings with
a history of water leaks, floods, fires and problems with indoor air quality (e.g. poor humidity control, lack of fresh air) should
be considered at greater risk of mould growth. Water-damaged drywall, wood materials, jute, wallpaper, and cardboard are
prone to fungal growth. All moulds need water to grow. Mould can grow anywhere there is water damage, high humidity or
dampness. Most often moulds are confined to areas near the source of water. When mouldy material becomes damaged or
disturbed, mould spores can be released into the air therefore exposure occurs if people inhale the spores.
Precautions
The sustained and/or extensive growth of any visible mould on the interior surfaces of a building is unacceptable.
Mould growth on the interior surfaces of buildings is a risk factor for health problems. Moisture problems (flooding, leaks,
water intrusion, condensation, etc.) in buildings are the primary reason for mould growth. These moisture problems should be
the focus of assessment and control efforts, followed by clean-up, remediation of contaminated materials, periodic
inspections, and preventive and remedial maintenance. The Internet resources below contain detailed information. If mould
contamination is extensive, the employer should seek professional assistance from private sector consultants who specialize
in mould and mould remediation. Occupants of buildings contaminated with mould should be advised of the presence of the
mould and given information on the health effects of mould.
Legal requirements
Employers are required by section 25(2)(h) of the Occupational Health and Safety Act to take every precaution
reasonable in the circumstances for the protection of workers. The Occupational Health and Safety Act places a responsibility
on constructors (section 23), employers (section 25), and supervisors (section 27) to ensure the health and safety of workers.
This includes protecting workers from mould in workplace buildings. Various sections of the Industrial, Construction, Mining or
Health Care regulations may also apply to maintenance and remediation activities.
Resources on corrective measures, mould remediation and worker training are listed below.
Health Canada // mould, dampness and humidity resources
Environmental Abatement Council of Ontario (EACO)
U.S. Environmental Protection Agency (EPA) // molds and moisture resources
U.S. Centers for Disease Control (CDC) // workplace health and safety topics -dampness and mold in
buildings
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Window Coverings vs. Window Function
Window coverings can NOT change window function without approval
To Err is Human; to Recover Losses is Legal. Constructors, mechanics, technicians, and others who are paid to
build, assemble, install, fix, or repair things are human. They will, from time to time, make mistakes that can be costly to
correct, if correctable at all, resulting in litigation to recover the resulting losses.
Legally, these are called faulty workmanship cases which come under the headings of contract law and tort law.
Under contract law, the issue is “breach of contract,” for the breach of an expressed or implied term within the
workmanship agreement. This holds true whether an agreement was in writing or was created verbally.
Either way, the workmanship must be performed to usual and proper standards. Under tort law, the issue is negligence,
for the failure to perform workmanship to usual and proper standards.
Legal professionals tend to frame faulty workmanship lawsuits as claims for both breaches of contract and
negligence. There may be slight, but important, differences in the manner in which courts assess and award damages
owed for faulty work, depending on which basis of claim the matter is determined.
When setting out claims as either breach of contract or negligence, a legal professional will do so with each basis as an
alternative to the other. This is known as “pleading in the alternative.” The idea of pleading in the alternative keeps both
strategies open. Either the breach of contract strategy, or the negligence strategy, or both, can win the case if it goes to
trial.
In faulty workmanship situations, the question arises: Does a property owner have a right to sue for the cost of
repairs or corrections to workmanship, before the flaws in workmanship cause any actual loss or harm?
This question was hotly contested for years, with many legal advocates suggesting that the law should not allow
property owners to sue for pure economic loss – the cost of repair – before an incident or accident resulting in injuries
or damage actually occurs. In Winnipeg Condominium Corporation #36 v. Bird Construction Co. Ltd., [1995] 1 S.C.R.
85, however, the Supreme Court of Canada decided that where there is a “real and substantial danger,” liability can
arise for repair of defects before the defect causes any actual harm.
Decisions since the Winnipeg decision clarify that costs of repairs are available when there is a “real and
substantial danger.” For example, the recent case of Vargo v. Hughes, 2013 ABCA 96 determined that the danger need
only be “likely to occur,” rather than imminent.
In Winnipeg, the court also found that, even when there is no “privity of contract,” a property owner can bring
legal action against those who originally performed faulty workmanship. Privity of contract means that someone who
was not a party to a contract cannot sue for breach of contract. In other words, “lack of privity” usually prevents
someone from suing for breach of contract when a contract existed between other parties, but not them. In tort law,
whoever provides workmanship owes a duty of care to people who will own that work in the future. This can create a
legal conundrum for contractors.
Another question that often arises as a result of common construction and contracting arrangements is the
question of who should be sued and who is ultimately liable for the repair of defects or injuries to persons or losses to
property.
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In construction and contracting arrangements, the property owner often hires a general contractor. The general
contractor then hires subcontractors, who may hire subcontractors, known as sub-subcontractors. These
subcontractors may hire subcontractors and tradesmen. The result is that there is no direct relationship between the
property owner and those who may produce faulty workmanship and defects. Regardless, the general contractor is
ultimately responsible for any faulty workmanship and defects produced by subcontractors and tradespeople he hires.
This principle is known as a “non-delegable duty” and is explained in Vandenbrink Farm Equipment Inc. v. Double-D
Transport Inc., 1999 CanLII 14947.
A property owner may sue the general contractor without having to uncover the identity of the actual
subcontractor at fault for causing the defect. The property owner, or others who are affected by the faulty work, may
choose to sue the sub-contractors anyway. For example, there may be concerns for the solvency of the general
contractor. There is no absolute need for the property owner to sue anyone except the general contractor, however.
Contractors may hold the mistaken belief that their legal obligations under a contract are simply to do what was
specified within the contract. This belief can lead to legal action for failure of durability or suitability of the work product.
When a contractor agrees to supply materials and perform work, the law imposes an implied term within the
contract, that the materials and work will be both reasonably durable as well as reasonably suitable for the job. In Dirm
Inc. v. Bennington Construction Ltd.,2010 ONSC 3298, the court explains:
“I further conclude that, while not an expressed term of the contract between these parties, it was an implied term of the
contract that the concrete finish would be durable. Reasonable durability of the concrete has a certain degree of
obviousness and as such it is a reasonably implied term of the contract: M.J.B. Enterprises Ltd. v. Defence
Construction (1951) Limited, [1999] 2010 ONSC 3298 (CanLII) 1 S.C.R. 619 at paras. 27-19. The delamination
appeared within less than one month after the pouring of the concrete.”
General Damages – Distress by Breach
When defects occur, the property owner may endure annoyance, inconvenience, distress, and upset. However,
age-old principles of law have held that claims for general damages – called “pain and suffering” — are improper in
breach of contract cases and that only the actual losses incurred in correcting faulty workmanship may be claimed.
Traditionally, if a contractor created a defect that a property owner spent $1,000 to repair, the property owner could
seek only the actual loss, $1,000, from the contractor.
Today, the tide is changing. In Fidler v. Sun Life Assurance Company of Canada,[2006] 2 S.C.R. 3, the
Supreme Court held that when the parties to a contract reasonably contemplated “peace of mind” benefits at the time a
contract was formed, and that mental distress might occur if the contract was breached, then an award for general
damages may be proper. In the years since the Fidler decision, the principle of including mental distress as general
damages in breach of contract cases continues to evolve. In some cases, awards for breach of contract have included
amounts for loss of enjoyment that was “reasonably contemplated” when the contract was created. (see: Van Duren v.
Chandler Marine Inc., 2010 NSSC 139 ) It seems that, where a contract was entered into to obtain relief from suffering,
general damages for intangible sufferings upon breach of contract, including anxiety, distress, frustration, irritation and
loss of an amenity, are recoverable. It also seems, however, that the law is evolving as to whether general damages
are available where a contract purpose included intent to obtain emotional benefits such as enjoyment, pleasure,
relaxation, and even fond memories.
EXAMPLE - IF A WINDOW COVERING CHANGES THE FUNCTION OF THE WINDOW
( ie. WINDOWS OPENING INTO THE ROOM, CAN’T USE THE WINDOW CRANK OR LATCH, ETC.)
THEN DAMAGES MAY BE AWARDED UNLESS CONSENT WAS
RECEIVED IN WRITING PRIOR TO INSTALLATION
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Check Measure Process .
Check Measure from Dealer
Dealer
Present product and pricing options with the consumer including
1. Installation Mount: Inside Mount(IM) or Outside mount(OM) - Sizes will vary therefore pricing will be different
2. For Shutters:
a) Operating System (Tiltbar location, Reartilt, Gear)
b) Louver Size (For Clearance Purposes)
c) Frame Type (IM vs OM – Frame vs No Frame – No Frame vs OM, etc.)
d) Divider Rail (Type, Specifications/When Required, Location Options or Split Location where possible)
e) Colour (Cotton, Pearl or Vanilla) - Unless specified the Installer will enter cotton with a note to discuss with
the consumer. If existing shutters are in the house, then the Installer will verify if the new order is to match
f) Room Locations and Quantity of Openings to be measured
3. For Blinds:
a) Type of Blind (Roller, Dual, Honeycomb, Etc.)
b) Operating System (Lift & Lock, Cordless, Automation, Etc.)
c) Valance/Header Type (Cassette, Fascia, Deluxe Valance, Etc.)
d) Room Locations and Quantity of Openings to be measured
Discuss the check measure process with the consumer including
1. The installer will measure to confirm the request will operate & function properly - alternatives will be noted.
2. Installer does NOT discuss pricing with the consumer.
3. Service Hours (Monday - Friday – AM arrival is between 8:00am-1:00pm – PM arrival is after 11:30am)
4. Pets (Keep contained for Health and Safety issues for both pet and installer)
5. Installer Indoor Footwear (Installers have separate footwear to wear indoors and outdoors)
6. Blind Take Down is available at a charge (repair work not available)
7. Window Access - The installers require 3 ft from the window and a clear pathway to the window (excessively moving
items or furniture out of the way could require alternative appointments or additional charges)
8. House Access – The installers require a clear way to the house or building (Vehicles, Snow, Ice) & Close Parking
9. It is required that a “Decision Maker” to be home if product options are not completely decided
10. If scaffolding is required then appropriate clearance would be required for set up – Approx. 8 feet from window
11. The installer will give a courtesy call in the morning and an en route call
Email [email protected] the proper updated order form(s) completed with
1. Dealer Information – Account Name – Account Number – Sales Person Contact Phone & Email
2. Consumer information including: Address, best phone & secondary phone with best email
3. Special requests: Condo, Blind Take Down, Scaffolding/High Window (require height to bottom of window & pictures)
4. Basic product information with asterisks on order form. If both “Blinds & Shutters” then indicate notes on both order
forms.
a. The installer requires basic product information to conduct the check measure properly
b. Customer service will require all information in order to process the order or else the order may be placed on
hold and will delay the order process
IF SHUTTERS: Room name, Operating system, Split location, Louver size, Mount type, Frame type (If no frame is sold,
indicate by putting an “X” or “-” in the frame options. If it is blank, it will be assumed no frame), Divider rail distance and Type.
Not every option will be measured for, so the more details you discuss with the homeowner the less likely any unexpected
surprises will occur.
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IF BLINDS: Room name, Blind type, Operating system, Valance or Header type and Mount type.
5. Windows to be measured should be aligned starting from: Top floor, working from Left to Right to Bottom floor,
working from Left to Right. If there is more than one window in a room then it should be indicated as such.
(Example: Master L, Master C, Master R)
6. Requests for any additional openings from the homeowner will simply be put on the same check measure form (and
made note of) and the dealer is to inform later of openings they wish to process.
a. Note: There are additional charges for excessive amounts of openings to be measured. Refer to the Price
Guide for more information
CBG Canada Customer Service
Upon receiving the completed check measure request, the dealer and consumer
are both emailed the “request for check measure appointment” within 48 hours
The consumer is called or emailed daily until appointment is confirmed
1. When talking to the consumer – they are offered multiple appointment options.
2. When talking to voicemail or emailing – they are offered multiple appointment options also stating that if there is not a
prompt response then the available date provided may no longer be available
3. Once an appointment is booked, the dealer and consumer are both emailed the “confirmation of check measure
appointment”
4. 48 hours prior to the appointment the dealer and consumer are both emailed the “reminder of check measure
appointment”
5. If the appointment has been revised the dealer and consumer are both emailed the “check measure appointment
rescheduled”
Installer
Pre-Arrival protocol
1. The installer will review the order and verify they have all required materials to perform the check measure
( ie. SAH Bag complete, Ladder, Measuring tape, iPad is charged, Backup order forms with pen, etc.)
2. Courtesy Call – On the morning of, the installer will call the consumer on the best number(s) to confirm the
appointment (Am or PM) and give a better estimated time of arrival. If there is no answer a voicemail will be left. All
calls for the day are to be called prior to arrival at the first call or before 8:30am, whichever comes first.
3. En Route Call – The installer will call the consumer again later on to inform them of the time of arrival, unless dictated
by the consumer not to call. If there is no answer a voicemail will be left. If there is no voicemail, a text message will
be sent
Arrival protocol
1. The installer will introduce themselves and any other colleagues that are on site for the appointment
2. Process – The installer will indicate to the consumer that the process is to measure and verify that the request will
operate & function properly. If needed, alternatives will be given to the dealer to further discuss. Some basic
communication may be required throughout the process. They will be given an estimated time for the appointment.
The installers do NOT discuss any pricing related to any changes.
Measuring Protocol
1. Sequence to measure the Windows - Starting at the Top Floor to Basement, always from Left to Right or in same
order as dealer listed with accurate room labels (Bed 1 L, Bed 1 C, Bed 1 R) (Room location may be renamed)
2. Measurements taken to verify what was sold by the dealer will operate the way that is intended to by the
manufacturer within product specification.
3. Verifications for Shutters will be: Louver rotation, Panel closure, Excessive width or height variances, Product
specifications and Window function. There will be minimal discussion of product knowledge with the consumer since
this is the sales person’s responsibility and we do not want to create a conflict. If the product is out of specification,
this will be noted even though quotation should indicate as well
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4. Verifications for Blinds will be: Depth requirement, Bottom rail clearance, Room for external batteries, Width and
height restrictions for operating system and Width and height restrictions for fabric type.
5. Any changes will be discussed in a manner to protect the dealer's interest, by professionally recommending
alternatives to the homeowner. Any recommended options, changes or discussion by the consumer are made in
notes on the order form for the dealer to follow up on.
a) Where window depth is an issue for louver rotation or panel closure, the louver size, tilt option and frame
options will be given as alternatives
b) For unframed shutter requests - Upon measuring if there is a 1/4” measurement discrepancy throughout the
width(s) or height(s), frame options will be shown and if agreed upon by the consumer it will be entered as
framed. A note will be made that unframed is possible but due to indiscrepancies a frame was
recommended. If the dealer absolutely wants unframed shutters then they must indicate in NOTES: Only
measure for unframed shutter
c) Notes will only be made if there are differences from the original order (Sizes, Cutouts, Split Location, Etc.)
4. Additional openings are often requested by the consumer. Requests for immediate purchase will be added to the
current check measure. Requests for future purchases will not be entered onto a separate check measure form but
listed as the last lines on the check measure with a note indicating that they were added by the consumer
5. Additional extrusions or components (chargeable or non-chargeable) required for the installation will be added with
an explanation in the notes section of the order form for both the installer’s and dealer's information.
After Measuring Protocol
1. Consumer review and sign off for any applicable points of discussion are headlined: Notes for Dealer. Ie. Frames,
Divider rail location, Colour, Louver splits, Cutouts, Blind width too large, Blind height too short, Etc.
2. Installation preparation discussion with the consumer - Pets, Blind removal, Window access, Furniture moving,
Parking, Safe access for unloading and indicating if other contractors will be on site.
3. Email verification –Confirm consumer had received previous email confirmations
4. The check measure will be electronically submitted from the iPad; the work order is then closed on the file. If the iPad
is having issues, the order will be written on paper and a picture of it will be emailed to the dealer and the installation
department
Check Measure from Installer
Dealer
1. For orders being placed on Direct Connect, follow the steps on the DRC
2. Orders that are requested for customer service to enter will not get processed until an email of the check measure is
forwarded with approval
3. Any change from “Frame to Unframed”, “IM to OM”, “OM to IM”, “Different Louver size” or “Changing type of Blind”
may require an additional check measure appointment
4. Review all notes made by the installer on the check measure form
5. Possible contact with installation department, installer or homeowner may be required
6. Approve the order by forwarding the original installer email (DO NOT REPLY AS IT WILL NOT BE RECEIVED) to
[email protected] with the following options in the body:
a) Approved as is
b) Approved with the following changes (make note of the changes)
c) Requesting a change based on the original request (an additional check measure may need to be done)
NOTE FOR ANY C/M COMPLETED AND THE CONSUMER HAS CHOSEN TO GO WITH ANOTHER DEALER
1. The final check measure details belong to the dealer that requested the check measure.
2. If the consumer was given the check measure by the dealer, then the consumer can do with it as they wish. The
alternative dealer would be responsible for reviewing the information, confirming details and completing a new order
form. This would be classified as an installation only and the dealer would be responsible for the check measure.
(“Custom Brands Group Canada'' will not accept the order form from a dealer that was previously measured for another dealer or under direction from anyone. The
dealer needs to fill out a new order form and insert their information along with the measurements and details. Once this has been done, the order can then be
processed. Design options, discussions or suggestions are likely to be different from one dealer to another as well as what the consumer hears or understands)
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CBG Canada Customer Service
After The Order Is Approved
1. The order is processed for credit approval and release
2. The system determines a production due date upon credit approval
3. The request for installation process will then begin
General Rules for Installers Performing a Check Measure
1. Shutters in kitchen areas and especially over sinks - The homeowner will be asked if cabinetry will be changed or if
the faucet will be changed at any time in the foreseeable future.
2. Shutters on French doors - The homeowner will be asked if the door handle will be changed - May require cutout
3. Blinds on French doors - The homeowner will be asked if the door handle will be changed - Bottom rails require
clearance around door handle knobs and between door and french door handles
4. If the dealer is present - Discussion points will be sidebar away from the homeowner to avoid any conflicts
5. If the installer is asked about the warranty - They will be directed that specifications are available online
6. All changes and all conversations will be noted on the check measure forms for review by the dealer
7. If a situation is not detailed below, notes will be made on the order forms or a call to the dealer may be made
General Home Situations for Installers Performing a Check Measure
Mould Present
1. If there is mould present around the windows being measured for, the installer will make a note to the dealer
indicating which windows had this situation
2. The installer will discuss with the consumer about the mould and suggest that it be taken care of prior to the
installation
3. This is not only for the health and safety of the installers doing work around the mould, but for the consumer living in
the home with the mould most importantly
4. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Consumer indicated specific windows are to be replaced
1. The installer will inform the consumer that if a window is to be replaced, we are unable to take measurements of
those windows at this time
2. The windows may be measured once the replacement has been completed and when all trim and painting have been
finished around the window as well
3. The installer will make a note to the dealer indicating which openings were not able to be measured
A window is not fully complete from construction or repair
1. If there was a window that was just installed due to construction, repair or replacement - the window must be
completed in full before measurements can be taken
2. This includes: Trim work, Painting, Caulking, etc.
3. The installer will make a note to the dealer indicating which openings were not able to be measured
4. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
A window or the area around the window has damage
1. The installer will inform the consumer about the concerns
2. If the consumer needs to do repairs to the window, window frame or area around the window, the measurement will
need to be done after the repairs have been completed
3. The installer will make a note to the dealer indicating which openings were not able to be measured
4. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
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Check Measure Situations .
Shutters - Standard
Dealer is on site at the check measure
1. The check measure will be completed as per direction from the dealer or the original order form
2. Details about the check measure will be confirmed with the dealer as they are on site
3. The installer will make a note indicating who was present and if any conversations were made
4. All conversations with the dealer will be a sidebar to ensure there is no conflict with the consumer
Request for: Louver Size, Tilt Option, Frame or Colour is different than what is currently in the house
1. Measure openings as requested, but also check to see if what is currently in the house will work as well.
2. Confirm with the consumer what louver size they wish to proceed with
3. Make clear notes for the dealer indicating that what was requested is different from what is currently in the home
a. If the dealer wishes to make changes to the order, they may contact customer service to do so
Consumer makes a change to what was requested - Louver Size, Tilt Option, Frame, Colour, etc.
1. A note will be made for what changes have been made and what conversation had happened on the order form so
the dealer is aware of the situation
2. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered
Installer determines a change to what was requested - Louver Size, Tilt Option, Frame, Colour, etc.
1. This situation is typical when what was ordered will not work
2. The installer will go through the options with the consumer on what will work, changing either: Louver Size, Tilt
Option, or Frame Option.
3. The installer will make notes to the dealer on what was discussed with the consumer and what options will work
4. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered
Request for an application with 4-Sided Magnet OR 4-Sided Panel Lock and No Frame
There is no benefit for removing a panel with 4 sided panel lock vs. having a 2 part hinge system where the pins are easy to
remove. The hinge pins provide the safety factor of preventing the panel from falling out of the opening
1. If noticed prior to the check measure by Customer Service, then the dealer will be called to discuss the situation
2. If not noticed by Customer Service, then the Installation Department will call the dealer to discuss the situation
3. If not noticed by the Installation Department, then the Installer will discuss with the consumer on site
4. The Installer will make notes to the dealer explaining the situation and that it was discussed with the consumer
THIS OPTION IS NOT AVAILABLE AS PER OUR SAFETY POLICY
Request for a complex or unusual application
1. The Installer will show all possible options suitable for the opening and discuss with the consumer
2. The Installer will take pictures of the situation and add to the file for reference and email if need be
3. The Installer will make notes to the dealer indicating what was discussed and what options the consumer had chose
Request for configuration or application where product would be out of specification
1. Changes to the check measure will be made so that the product will be measured to be within specification
2. The installer will make notes to the dealer indicating what changes have been made and why
3. The Dealer is responsible to make changes if they want and request out of spec production which will void warranty
4. If at the time of check measure the consumer indicates that they wish to have the product in a specific way in which
the product would have void warranty; The Installer will make notes indicating that the consumer is aware that there
is void warranty and wishes to have the product measured as such.
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Measuring with existing window coverings in openings
1. If there are existing window coverings in the openings, the installer will inquire with the consumer if they require our
services to take them down at the time of the installation or if the consumer will take them down prior to installation
2. The installer will make a note indicating which option has been chosen
3. If the consumer is unsure, the installer will make a note to discuss blind take down
4. If there are no current window coverings in the openings, no notes will be made
Installation will require high ladder or scaffolding
1. The installer will make notes to the dealer indicating which lines require a tall ladder or scaffolding
2. The installer will make a note to the customer service indicating which lines require a tall ladder or scaffolding so that
the appropriate charges may be applied
3. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Measuring in a condo
1. If there are large openings in width, it may be required to measure for two separate openings opposed to one large
opening so that the product will fit into the elevator
2. If the number of openings were to change due to large openings made into two separate openings, notes will be
made to the dealer indicating the details
3. If there are short openings in height, the installer will indicate whether the opening can be made or not. Alterations to
measurements may occur in order to be able to make short openings in height work
Marble jambs
1. The installer will NOT measure for an Outside Mount application - even will 4-Sided Sill
2. If the bottom sill is the only part of the window that is marble, the installer will measure the opening as a standard
window and make notes that there is a marble sill so it is noted not to drill through, just apply glue and caulking
3. Extra lineal material may be ordered in order to install that particular opening, such as: scribe, mounting strip, etc
4. If the opening is requested to be Inside Mount but it has 4 sides of marble sill, the installer will measure as requested
and make notes to the dealer indicating such, but WE DO NOT INSTALL THESE TYPES OF OPENINGS
5. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Hinge configuration was not indicated on the check measure request
1. The basic rule of thumb for stand alone P1’s is to hinge the panels opposite of window latches
2. The basic rule of thumb for side by side P1’s is to have the left opening swing left and the right opening swing right
3. The basic rule of thumb for three P1’s is: Left swings left, Center is consumer preference, Right swings Right
4. The basic rule of thumb for four P1’s is to have the two on the left swing left and two on the right swing right
5. The basic rule of thumb for a P1 that is in a corner of a room is to have the hinges inside the corner no matter where
the latch location is. Swinging a panel out from a corner is quite difficult.
6. The installer is to inform the consumer of our basic rules of thumb and it is up to the consumer to request otherwise
7. These rules of thumb are not absolute but any discussions are to be acknowledged by the installer in the notes
8. If some lines indicate hinge location already, depending on the rules of thumb the installer will review with consumer
Request to measure an opening where the product would be installed to a window frame
1. Drilling into any window frame will void that windows warranty
2. Majority of Condo Buildings request this NOT to be done
3. Majority of homeowners are not aware of this
4. The installers will do their best to NOT drill into a window frame, either requesting a palladium shelf be ordered or
using a component we have access to (ie. Shutter Lineal Material such as Frame or Tpost)
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Request to measure an opening where the product would prevent the current function of the window
1. A discussion will be made with the consumer indicating the situation
2. The installer will show the frame that was requested and the obstruction it causes with the window
3. The installer will show an alternative frame or solution to allow function of the window
4. The consumer will choose which option they would like to go with and the installer will make a note indicating
5. The consumer will choose to either keep the obstruction with what was requested or alternative solution
Request to remove trim or existing window coverings
1. The consumer will be notified that the installers will do their best to cause little to no damage, but depending on how
the trim or previous window coverings were installed there could be possible damage
2. The consumer will be notified that repair of damages, filling screw holes or touch up requirements as a result of
removing trim or removing existing window coverings are not the responsibility of the installers
3. The installer will make a note on the order form that this was discussed and acknowledged with the consumer
Request to measure additional windows when the product is not specified
1. The windows will be measured as Outside Mount only
2. The installer can not guarantee that Inside Mount will work without knowing which product is specified
3. The installer will make a note indicating that the measurements are for pricing only and they are not final
measurements
Request for No Frame application where width and height variance are over 1/4"
1. The installer will show the homeowner the variance with a sample panel or tape measure
2. If the consumer is okay with the variance, the installer will measure as No Frame and make notes to the dealer
indicating which lines have the variance and what was discussed with the consumer
3. If the consumer is NOT okay with the variance, the installer will measure for a framed application and show the
consumer frames to choose between (most likely Z Frame will be used), there will be notes to the dealer indicating
which lines have the variance and what was discussed with the consumer
Request for No Frame application and within the 1/4" variance
1. The installer will measure as requested and make notes on which openings have small variances as there will still be
inconsistent light gaps, just not as large as over the 1/4" variance.
2. These discussions will not be made with the consumer as they are still within the 1/4" variance
Request for No Frame application but there is no clearance for proper panel closure
1. The installer will show the consumer the situation and show frame options.
2. The consumer will choose which frame they prefer and the installer will make notes to the dealer indicating such
Request for No Frame Application but there is no clearance for louver rotation with tilt option or louver size
1. The installer will inform the consumer that what was requested will not work
2. The installer will go through a few options with the consumer depending on what will work best
a. The same louver size with a different tilt option
b. The same louver size with a frame option
c. The same tilt option with a different louver size
3. The installer will make notes to the dealer indicating which options the consumer has chosen to go with
Request to measure a window with a gooseneck faucet either centred or off centre
1. The installer will assess if the panels will clear the faucet with the given space
2. If the faucet is in the centre and the panels do not clear the faucet, the installer will go through a few options with the
consumer depending on what will work best
a. Panel configuration can be L T R (panels still may not clear faucet)
b. Panel configuration can be R T L
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c. Panel configuration can be LLRR
3. If the faucet is NOT in the centre, then one of the panels will not clear, whereas the other panel will
4. The installer will make a note to the dealer indicating the discussions made with the consumer and the option the
consumer chose to go with
Request to measure a window where the current faucet is no obstruction
1. The installer will inquire with the consumer if they plan on changing the faucet
2. If they are changing their faucet, the shutters will have to be planned for ahead of the change. The installer will go
through a few options with the consumer depending on what will work best
a. Placing a Tpost centred in the opening with configuration L T R (panels still may not clear faucet)
b. Placing a Tpost centred in the opening with configuration R T L
c. Panel configuration can be LLRR
3. The installer will make a note to the dealer indicating the discussions made with the consumer and the option the
consumer chose to go with
Request for a window with a light or bulkhead
1. The installer will inquire with the consumer if these items are being removed
2. If these items are not being removed then the installer will go through a few options with the consumer
a. If they are okay with not having full panel rotation it can be measured as requested
b. If there is small interference then depending on the frame the opening may be able to be under measured to
account for the interference
c. If there is larger interference then depending on the frame an additional filler piece could be added to
account for the interference
3. The installer will make a note to the dealer indicating the discussions made with the consumer and the option the
consumer chose to go with
Request for a window with a water or soap dispenser
1. The installer will inquire with the consumer if these items are being removed
2. If these items are not being removed then the panels will not have full rotation.
a. The installer will go through how to remove the panel from the opening to gain access to the window by
removing the pins on the panels
3. The installer will make a note to the dealer indicating the discussions made with the consumer
Shutters - Patio Doors
THE INSTALLER WILL REVIEW 3-SIDED FRAME VERSUS 4-SIDED FRAME
FOR ALL STANDARD PATIO DOORS WITH THE CONSUMER
Request for a P4D over 50 SqFt.
1. The installer will measure as requested but make notes to the dealer indicating that the patio door is over spec and
will have a void warranty, and a track system should be used
2. The installer will also measure for a track system and make notes to the dealer indicating that the alternative has
been measured for
Request for an inside mount P4D where there is not enough clearance due to patio door handle
1. The installer will inform the consumer that what was requested will not work
2. The installer will go through a few options with the consumer depending on what will work best
a. The same louver size with a different tilt option
b. The same louver size with a frame option
c. The same tilt option with a different louver size
3. The installer will make notes to the dealer indicating which options the consumer has chosen to go with
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Request for an inside mount where the frame chosen interferes with the patio door handle
1. The installer will review with the consumer indicating that if they wish to keep the requested frame then a frame cut
out will be required to have clearance around the door handle
2. If a cut out is not sufficient enough to have clearance then another inside mount frame will need to be chosen by the
consumer that would allow clearance around the patio door handle
3. If no inside mount frame will provide enough clearance around the patio door handle, then an outside mount frame
will have to be chosen by the consumer
4. The installer will make a note to the dealer indicating why what was requested would not work and what options the
consumer chose to proceed with
Requested for a P4D with a 3-sided frame
1. The installer will review the options of having a 3-sided frame, 4-sided frame, or a 4” sill piece to be installed between
panel 2 and panel 3
2. The reason these are discussed is to avoid any future issues with sagging due to a 3-sided frame and having nothing
underneath supporting the weight of the panels
3. The installer will make a note to the dealer indicating which option the consumer chose to proceed with
Request for a Bypass Track System
1. The installer will discuss the floor guide as an option with the homeowner
a. If there is carpet: we can not guarantee there will be no pulling of the carpet and are not responsible if it does
b. If there is tile: if the floor guide lines up with the grout line, we are able to screw through the grout line to
secure the floor guide to the floor.
c. If there is tile: if the floor guide does NOT line up with the grout line, we do NOT drill through the tile, the floor
guide will be glued down to be secured to the floor
d. If there is wood: the floor guide will be installed without any issues
e. The consumer does have the option of not having the floor guide installed, and it can be left behind
2. The installer will make a note to the dealer indicating which option is available to proceed with
Request for a Bifold Track System
1. The installer will confirm with the homeowner that what they have requested is to be a track system or if it is to be
standed bifold shutter application
a. The installer will confirm this because sometimes there is a miscommunication when the term bifold is
brought up in conversation so we want to make sure everyone is on the same page
2. The installer will inform the consumer that with a bifold track system the panels will not fold all the way back to the
wall and they will stick into the room at a 90° angle
3. The installer will make a note to the dealer indicating the discussions made with the consumer
Shutters - French Doors / Garden Doors
Request for a French Door with measurements given at the exact frame to frame size (IE 22 x 66)
1. The installer will over measure in the width by either 1/4" or 1/2" depending on the frame type around the glass
2. The installer will over measure in the height by 3” to allow the frame to go above and below the frame that is around
the glass
3. The installer will enter the opening as a FD opposed to STANDARD to have the french door cover strip ordered for
the side frames and for an extension to be ordered for the top and bottom frame
4. This will be done to create a tight and finished look on top of the door
Request for a French Door with no indication of cutouts
1. The installer will inquire with the consumer if they are changing their door handles
a. If they are changing their handles from knobs to horizontal handles then cutouts ARE required
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b. If they are changing their handles from horizontal handles to knobs then cutouts ARE NOT required
2. The installer will make a note to the dealer indicating what was discussed with the consumer
Request for a French Door when the glass is half or less than half of a normal french door
1. Depending on where the door handle and lock are located on the door, the installer may not be able to over measure
in either width or height due to obstructions
2. The installer may still order as a FD opposed to a STANDARD opening, but would make a note to the installer
indicating how to install the product based on how it was measured
3. The installer may also order as a STANDARD opening based on the obstructions on the door
Shutters - Specifications
Request for an opening without the proper number of divider rails
1. The installer will discuss divider rail location with the consumer indicating that one or two is required based on
manufacturing specifications
2. The installer will make a note to the dealer indicating that the discussion was made and that the consumer had
chosen the divider rail location
Request for an opening with a predetermined divider rail location from the dealer
1. The installer will check to ensure the divider rail location that was specified is within the parameters of the “Small
Distance Above Divider Rail” in the “Quick Reference Sheets & Logics”
2. If the predetermined divider rail location is not an ideal spot, the installer will move the divider rail to ensure the best
possible overlap will be reached for aesthetic reasons
3. The installer will make a note to the dealer indicating that the divider rail was moved as per the “Quick Reference
Sheet”
Shutter opening height under 36”
1. If the opening height is under 36”, the installer will make a note to the dealer indicating that 2” rails are available for
the specified line number
2. It is the dealers responsibility to confirm if they wish to proceed with 4” rails or 2” rails
3. If the opening height is exponentially short that only a few louvers will fit within the panel, the installer will make a
note to order entry indicating to make sure that 2” rails are applied to the specified line number
Note: 4” Rails always add more stability to the product, as do divider rails
Request for an opening where it exceeds maximum panel width or height
1. The installer will change panel configuration in order to meet product specifications
2. The installer will make a note to the dealer indicating that the changes made were discussed with the consumer and
what changes were made to the specified line number
Shutters - Bay / Bow / Corner
Request for a bay or bow as individual openings where the crank or latch will be obstructed
1. This will be required to be measured as a compound bay or bow opening to allow clearance
2. The installer will make a note to the dealer indicating the situation and measure the opening on the proper order form
3. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Request for a corner window where one or both sides requires uneven Tpost distance
1. The installer will discuss with the consumer that the frame and Tpost will need to be ordered and installed first, and
then the panels will need to be measured for and installed secondly
2. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
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Blinds - Standard
Dealer is on site at the check measure
1. The check measure will be completed as per direction from the dealer or the original order form
2. Details about the check measure will be confirmed with the dealer as they are on site
3. The installer will make a note indicating who was present and if any conversations were made
4. All conversations with the dealer will be a sidebar to ensure there is no conflict with the consumer
Consumer makes a change to what was requested - Cassette Size, Operating System, Colour, etc.
1. A note will be made for what changes have been made and what conversation had happened on the order form so
the dealer is aware of the situation
2. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered
Request for a complex or unusual application
1. The Installer will show all possible options suitable for the opening and discuss with the consumer
2. The Installer will take pictures of the situation and add to the file for reference and email if need be
3. The Installer will make notes to the dealer indicating what was discussed and what options the consumer had chose
Request for configuration or application where product would be out of specification
1. Changes to the check measure will be made so that the product will be measured to be within specification
2. The installer will make notes to the dealer indicating what changes have been made and why
3. Blinds can only be made within the fabric specifications.
a. If an opening is too large in width based on the fabric, the opening will be made into separate openings or the
fabric type will need to be changed
b. If an opening is too large in height based on the fabric, the opening will be made into separate openings or
the fabric type will need to be changed
Measuring with existing window coverings in openings
1. If there are existing window coverings in the openings, the installer will inquire with the consumer if they require our
services to take them down at the time of the installation or if the consumer will take them down prior to installation
2. The installer will make a note indicating which option has been chosen
3. If the consumer is unsure, the installer will make a note to discuss blind take down
4. If there are no current window coverings in the openings, no notes will be made
Installation will require high ladder or scaffolding
1. The installer will make notes to the dealer indicating which lines require a tall ladder or scaffolding
2. The installer will make a note to the customer service indicating which lines require a tall ladder or scaffolding so that
the appropriate charges may be applied
3. Pictures will be taken of the opening, added to the file and then sent along with the check measure forms
Measuring in a condo
1. If there are large openings in width, it may be required to measure for two separate openings opposed to one large
opening so that the product will fit into the elevator
2. If the number of openings were to change due to large openings made into two separate openings, notes will be
made to the dealer indicating the details
Motor or Wand location was not indicated on the check measure request
1. The basic rule of thumb for two blinds side by side is to have the left opening motor on left and the right opening
motor on the right
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2. The basic rule of thumb for three blinds side by side is: Left blind motor on the left, Center blind motor location is
consumer preference, Right blind motor on the Right
3. The basic rule of thumb for four blinds side by side is to have the two blinds on the left have motor on the left and the
two blinds on the right have motor on the right
4. The basic rule of thumb for a blind in a corner window is to have the motor on the most accessible side.
5. A rule that may trump all previous rules is depending on location of outlets in the room, the motor may be placed on
the corresponding side due to charging cord length for ease of charging
6. The installer is to inform the consumer of our basic rules of thumb and it is up to the consumer to request otherwise
7. These rules of thumb are not absolute but any discussions are to be acknowledged by the installer in the notes
8. If some lines indicate motor location already, depending on the rules of thumb the installer will review with consumer
Request to measure an opening where the product would be installed to a window frame
1. Drilling into any window frame will void that windows warranty
2. Majority of Condo Buildings request this NOT to be done
3. Majority of homeowners are not aware of this
4. The installers will do their best to NOT drill into a window frame, either requesting a palladium shelf be ordered or
using a component we have access to (ie. Shutter Lineal Material such as Frame or Tpost)
Palladium shelf requests
1. Only select blind options come with end mount brackets which limits the use of products for openings that don’t have
a mullion to attach the brackets to when the blind is not the full length of the window or there is an arch above
2. If an opening is too large in height to make as one opening then it will need to be split into two separate openings,
and depending if end mount brackets are available then a palladium shelf would be required for installation
3. The installers will request a palladium shelf to be ordered by requesting lineal materials that we have access to
a. The shelf could be an L Frame
b. The shelf could be a Tpost
c. The shelf could be a Bifold Track Frame
4. The lineal materials requested will depend on window depth and applications
5. The installer will make a note to the dealer indicating which frame was required and for what reason
Request to measure an opening where the product would prevent the current function of the window
1. A discussion will be made with the consumer indicating the situation
2. The installer will show the consumer the function of the window
3. The installer will explain an alternative to allow function of the window
4. The consumer will choose which option they would like to go with and the installer will make a note indicating
5. The consumer will choose to either keep the obstruction with what was requested or alternative solution
Request to measure additional windows when the product is not specified
1. The windows will be measured as Outside Mount only
2. The installer can not guarantee that Inside Mount will work without knowing which product is specified
3. The installer will make a note indicating that the measurements are for pricing only and they are not final
measurements
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