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Window and Door Field Service
Truitt & White offers technical support on your Door & Window products.
The Truitt & 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
Truitt & White warranties products from defects up to one year after purchase 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 to troubleshoot the problem. If installation- related problems can be addressed by us, Truitt & White will bill for this service and may require a deposit before visiting the jobsite and/or that the installer be present when we make our service visit.
Truitt & 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 visit our Warranties and Information Page.
Damaged or Missing Product
Marvin policy requires customers report to Truitt & White any products they received damaged within 60 days of product availability to receive replacement product at no cost. Truitt & 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 and Non-Warranty Rates:
Per visit: $180
Each additional hour: $95
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
Covered Under Marvin Warranty: No
Non-Warranty Billable Service: No, we do not offer re-installation service
Non-Warranty Billable Rate: N/A
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
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
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
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:
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
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.