Window and Door Field Service

Truitt and White can provide technical support on your Door & Window products.

The Truitt and White Door and Window Field Service Department is staffed by factory trained technicians with years of experience servicing the brands we carry. We would be glad to assist you in evaluating or repairing any malfunctioning doors and windows. Non-warranty work is billed at our hourly rate with a two hour minimum including travel time for non-local jobs. However, where possible we have set fixed amounts for certain services, please see schedule below. Charges for product evaluation can be applied to any future millwork purchases that result from that evaluation. Our scope of work is limited to the door and window units themselves. We do not provide installation but would be happy to provide you with referrals for contractors who can. 

Marvin Warranty Service

As a Marvin Design Gallery Truitt and White will service Marvin and Integrity product defects one year after purchase from Truitt and White at no charge. This complimentary service is limited to product defects and does not cover installer or user error. In our years of selling and providing support to our Marvin customers we have found that the majority of problems are related to installation. If you are an end user it is good practice to contact the original installer for troubleshooting the problem.  If installation related problems can be addressed by us, Truitt & White will bill for this service. We may require a deposit before visiting the jobsite and/or that the installer be present when we make our service visit. 

Truitt and White is not responsible for deinstallation, finishing or reinstallation of product. If product is defective or different than specified we recommend against installation. Some issues may require support from the manufacturer.

After 12 months from your purchase date warranty work is billable even if the product is still covered by Marvin’s product warranty. For more information on Marvin and Integrity’s product warranty please visit our Warranties & Info page.

Damaged or Missing Product

Marvin policy requires customers report to Truitt and White any products they received damaged within 60 days of product availability to receive replacement product at no cost. Truitt and White must also be notified within 3 days of pickup or delivery of any missing product and  no more than 60 days after product availability. Products that are fulfilled differently than ordered or defective do not have these time restrictions. Truitt and White and Marvin will work together to expedite delivery of any missing or damaged products.

Requests for Support

All requests for service, reordering damaged product and for help ordering parts must be submitted through our service request form

Warranty and Billable Service Coverage and Rates

Non-Warranty Rates

Per visit: $180.00

Each additional hour: $95.00

Billing rates are estimated including travel time to the site.  Billable service is calculated per issue.  Additional issues incur additional cost.

 

Common problems and coverage by Truitt & White and Marvin

 

Problem: Door or window installed out of Plumb-True-Square

Covered Under Marvin Warranty: No

Non-Warranty Billable Service: No, we do not offer re-installation service

Non-Warranty Billable Rate: N/A

Problem: Door hinge, roller, lockset, strike adjustment is needed

Covered Under Marvin Warranty: No

Non-Warranty Billable Service: Yes, billable. Product may not be adjustable within product performance limits. Re-installation may be required

Non-Warranty Billable Rate: $180/unit

Problem: Seal failure, fogging between glass

Covered Under Marvin Warranty: Yes, installation labor included for 1 year from date of receipt by T&W. Refinishing not included and provided by others

Non-Warranty Billable Service: Yes, if product is out of warranty and glass has failed we can sell new sash only. T&W will consider installation of replacement sash as our service department capacity allows. If a direct glazed unit requiring glass only we refer to local glaziers for glass only and installation quote

Non-Warranty Billable Rate: TBD

Problem: Weatherstripping Replacement

Covered Under Marvin Warranty: Yes, labor included for 1 year from date of receipt by T&W

Non-Warranty Billable Service: Yes, if product is out of warranty will sell new weatherstripping and offer installation on a case by case basis

Non-Warranty Billable Rate: $90/hinged door, $135/sliding door, $90/casement/double hung, $45/slider

Problem: Glass Stress Crack (spontaneous breakage not due to impact force)

Covered Under Marvin Warranty: Yes, installation labor included for 1 year from date of receipt by T&W. Refinishing not included and provided by others

Non-Warranty Billable Service: Yes, if product is out of warranty and glass has stress breakage we can sell new sash only. T&W will consider installation of replacement sash as our service department capacity allows. If a direct glazed unit requiring glass only we refer to local glaziers

Non-Warranty Billable Rate: 

Problem: Faulty Lockset

Covered Under Marvin Warranty: Yes, labor included for 1 year from date of receipt by T&W

Non-Warranty Billable Service: Yes

Non-Warranty Billable Rate: $180/unit

Problem: Damaged Screen

Covered Under Marvin Warranty: Yes, installation labor included for 1 year from date of receipt by T&W. Refinishing not included and provided by others

Non-Warranty Billable Service: Yes, if product is out of warranty will sell new screen and offer installation on a case by case basis

Non-Warranty Billable Rate: 

 

To learn more about any of the products and services we offer, please contact us.