The Promise, in One Paragraph
When TruePane finishes a job at your home, the work is covered for 90 days – no asterisks, no fine print written to wriggle out of it. If something we installed or repaired isn’t right within that window, we come back, we fix it, and we don’t charge you again. That’s The Keystone Standard: both warranty layers registered in writing before we leave, our own workmanship guaranteed for 90 days, and a live person at (888) 635-0804 ready to schedule the return visit the moment you call.
What’s Covered
- Our workmanship, full stop. If a window or door we installed isn’t operating correctly – binding, leaking air, not sealing the way it should – because of how it was installed, that’s on us and we’ll correct it at no charge.
- Parts we supplied and installed. Hardware, weatherstripping, glazing compound, or any other material we brought to the job is covered for the same 90-day period.
- A return visit at no charge. You don’t pay a trip fee, a diagnostic fee, or anything else to have us come back and take a look.
- A complete re-do if a repair doesn’t hold. If we fixed something and it fails again within the 90 days, we don’t patch over it a second time – we address the root cause, properly.
- The job site, left clean. Our standard on every visit, first or return: we take what we brought, and we take what we made.
- The manufacturer warranty layers we registered. Both are in writing, durations stated, handed to you before the truck leaves – so if a product issue emerges, you know exactly what you have and who to contact.
What Isn’t Covered
We want to be straight with you here, because a promise that hides its limits in footnotes isn’t worth the paper it’s printed on. These are the honest edges of the 90-day commitment:
- Damage that happened after we left. A storm, a break-in, a screen knocked out by a ladder – if something outside our visit caused the problem, that’s a new job, not a return call. We’ll still come look and give you a fair written estimate.
- Work performed by someone else on the same unit. If another contractor adjusted, modified, or “fixed” something we installed, the original workmanship coverage on that item doesn’t carry forward. That’s not a trap – it’s just that we can’t stand behind work we didn’t do.
- Parts or materials the customer supplied. If you sourced a part and we installed it for you, our coverage is on the installation. The part itself falls outside what we can warrant.
- Normal wear on equipment we didn’t install. If an older operator, hinge set, or track was already in place and we didn’t touch it, its eventual wear isn’t part of our return visit obligation.
- Problems you chose to defer when we flagged them. If our technician noted something during the visit and you decided to hold off, we’ll document it in the job file. When you’re ready, we come back – but that becomes its own new job, not a warranty call.
- Work outside the 90-day window. The commitment runs 90 days from the date of service – no more, no less. If something comes up after that, we’re still the right people to call. We’ll price it honestly and get it done right.
How to Use the Promise
Step 1: Call (888) 635-0804
A live person picks up, every time of day or night. You can also book through our website if that’s easier – either way, you’re talking to someone who can pull your job file while you’re on the phone.
Step 2: Tell Us the Job and Roughly When
Just describe what’s happening – binding sash, a draft, hardware that’s not behaving – and give us the approximate date of the original visit. There’s no form to fill out, no receipt to dig up, and no case number to track down. We have the job on file.
Step 3: We Schedule the Return Visit
We’ll find a time that works for you and confirm it. No fee to schedule, no deposit, no “diagnostic charge” that turns into a negotiation. The return visit is part of what you already paid for.
Step 4: We Make It Right
The technician who returns follows the same standard as the technician who came first – background-checked, uniformed, and carrying a level in the truck. If it isn’t right when we leave, we haven’t left for good.
Timing
The 90-day window opens on the date your service was completed and closes exactly 90 days later. If you noticed something on day 91 or 92 and you’re not sure whether you’re inside the window, call anyway. We’re reasonable people, and a concern raised just after the cutoff still gets a fair look. We’re not in the business of telling a long-time customer to read the calendar more carefully.
TruePane locations are independently operated, but every one of them honors The Keystone Standard. That’s not a suggestion from headquarters – it’s the condition of being a TruePane crew.
Questions About the Promise
If something about your job isn’t sitting right, or if you just want to understand what your coverage looks like before you schedule, call (888) 635-0804. A live person answers around the clock. No voicemail, no callback queue, no form to submit and wait on. We’d rather answer the question now than have you wonder about it.
Written by Dale Kessler, Owner at TruePane Windows & Doors, serving local communities since 2008.