Frequently Asked Questions

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General     -     Finishing     -     Patio Doors     -     Warranties     -     Tru-Defense™

Why is Therma-Tru removing the name Tru-Defense from specific components? To remove any confusion in defining what Tru-Defense is – a Therma-Tru Fiberglass door with a Tru-Defense Door System requires a combination of specific components engineered to work together to build the door system. Simply using one component (i.e. the adjustable composite sill) does not allow the system to be marketed as a Tru-Defense Door System.

What is the difference between a Therma-Tru Fiberglass door with a Tru-Defense Door System and a Therma-Tru Certified Fiberglass door with a Tru-Defense Door System? A system that is “Certified” means it uses all the components to assemble a Therma-Tru Fiberglass door with a Tru-Defense Door System plus requires the use of a multi-point lock, is assembled to specific assembly requirements by a certified fabricator and will feature a structural performance Permanent Certification Label located on the hinge side door stile that has the NAMI logo and also has a Temporary Label that states a DP (design pressure) rating for structural performance.

Why are only fiberglass doors supported by the Tru-Defense Door System? Therma-Tru is the founder and leader in fiberglass door systems. It is truly what differentiates us in the market. We believe it is the best door system in the market and we will continue to focus on improvements and innovations that will elevate the growth of our fiberglass door expertise.

What does this do to separate Therma-Tru from the competition also making claims regarding high performance? Why others may claim high performance, they are providing parts and pieces with no assurance on how all the components work together. With Therma-Tru, every component is designed and engineered to work together as an integral system. Our proof is in the confidence we have in backing our products with full system warranties and an enhanced warranty “rider” for the Tru-Defense Door System.

What does “bored lock” mean? Bored lock is an industry term simply to reference standard latch style lock systems. A single bore lock uses a single latch as part of the door handle hardware and incorporates the lock. A double bore lock adds a second hole that is located above the latch style hardware and is usually referenced as a dead bolt, a separate latch that adds protection and security. To qualify for the enhanced warranty “rider” for a Tru-Defense Door System requires using a double bore lock set or a multi-point lock system.

In the past we stated the geometry of the hardwood adjustable sill and the composite adjustable sill were the same, therefore the performance would be the same. What has changed so that now only composite adjustable sills qualify for use in a Therma-Tru Fiberglass In-Swing Door with a Tru-Defense Door System? Yes the geometry is the same for the hardwood and the composite adjustable sill. However, the composite material construction is consistent with our fiberglass/composite performance strategy in terms of improved weathering over the use of hardwood materials that can absorb water if not sealed properly and change dimension, thereby changing the sealing surface. Over time, wood can also degrade allowing the base to warp and allow water infiltration.

Does Therma-Tru specify the number of fasteners and locations when assembling the adjustable composite sill to the frame to qualify as a Tru-Defense Door System? Therma-Tru recommends the proper assembly procedure for all door systems including the Tru-Defense Door System. In the case of building a Therma-Tru Certified Fiberglass door with a Tru-Defense Door System, it must be assembled to the specifications or it will not qualify for the warranty rider.

Are there specific recommendations for caulk application at the jamb/sill joint to qualify as a Therma-Tru Fiberglass door System with a Tru-Defense Door System? Proper caulking application is specified in the assembly instructions for all Therma-Tru doors including ones built with a Tru-Defense Door System.

If a distributor builds their standard door systems, day in and day out, using qualifying corner pads, composite adjustable sills, and dual bulb door bottom sweeps, are all of the fiberglass doors they build considered Tru-Defense Door Systems? Yes as long as the door uses a double bore lock set or multi-point lock set, the correct Therma-Tru weather strip and the rain deflector on hinged patio systems.

Are Tru-Defense Door Systems required to be installed in a specific manner? Yes, they must be installed to the Therma-Tru recommended installation techniques as outlined in the standard installation instructions and installation video.

Are Therma-Tru Certified Fiberglass Doors with a Tru-Defense Door System required to be installed in a specific manner? Yes, the same as outlined in #11 above. There is no “Certified Installation” requirement only the standard installation. NOTE: There is however an appendix #1 in the Therma-Tru installation instructions that specifies attachment screw locations for doors installed in any state or jurisdiction that requires specific installation requirements by Building Code (primarily Florida).

If a distributor wants to become certified to assemble doors that can be labeled with the Therma-Tru/NAMI Certification Labels to qualify their doors for the maximum Tru-Defense Door System Warranty Rider, what should they do? The distributor / fabricator will first need to have their shop trained for certified assembly and should contact their Therma-Tru Territory Manager or Technical Sales Manager for their region that will arrange for the required training and will explain the Therma-Tru/NAMI Certification program in detail.

Are boxed pre-hung systems included under the Tru-Defense Door System Warranty Rider? Yes, boxed units are covered.

Are rain deflectors required for the system? The rain deflector is required on patio units and recommended for entry units.

How do we get the message to the owner that the Therma-Tru door they have is one with a Tru-Defense Door System? Therma-Tru will be providing fabricators a packet to attach to the door system that will include the warranty registration card, the warranty description, troubleshooting tips, and warranty claims procedure that the builder or contractor should turn over to the homeowner. ONLY Therma-Tru Fiberglass doors with Tru-Defense Door Systems will have this packet.

What is the Tru-Defense Door System Warranty Rider for? In addition to the standard Therma-Tru fiberglass door systems product warranty (20 years or Lifetime depending on model), the Tru-Defense Door System Warranty Rider provides additional coverage to cover incidental costs in the rare case where water leakage might occur. This additional coverage is $250 if the system uses a standard double bored lock handle-set, $750 if a multi-point lock system is used, and $1,000 if the unit was built/assembled by a certified fabricator to specific assembly requirements and labeled a Therma-Tru Certified Fiberglass Door with a Tru-Defense Door System.
Therma-Tru also recommends using a Therma-Tru Sill Pan when installing the system and if a Therma-Tru Sill Pan is used, the dollar amounts of the warranty rider will be doubled.

Why was the tiered dollar amount selected? It is a factor of the increased cost of the system as it went from a standard lock with dead bolt system to a multi-point lock system. The additional increase for a “certified” system is due to the increased cost of assembly of a certified system over a non-certified system.

How was the dollar amount selected? As above, the dollar amount selected is a factor of the cost of the system. Therma-Tru wanted to provide assurance that the increased cost and enhanced value of the system was properly positioned in the Warranty Rider.

If a consumer wants to purchase a Therma-Tru Fiberglass Door with a Tru-Defense Door System, uses a multi-point lock system, but does not require a certified system, what level of the Tru-Defense Door System Warranty Rider applies? The $750 warranty rider level is applicable.

Who is required to make the decision if the Tru-Defense Door System Warranty Rider applies? The process and procedure is detailed in the warranty claims process handbook. If a problem exists, the contractor/installer should first go to the job site, use the troubleshooting guide and determine if the leakage is installation related and can make the appropriate adjustments. If not, they should contact the fabricator (dealer/distributor) to determine if the unit was assembled properly and if not, determine if they can make the necessary changes. If that is not the issue, the fabricator / contractor / installer should contact the Therma-Tru Claims Department to process the warranty request.

How is the Tru-Defense Door System Warranty Rider claim paid? Once the claim is submitted to the Therma-Tru Claims Department, Therma-Tru will process that claim and the check will be mailed directly to the homeowner.

Once paid and necessary corrections are made, can the homeowner file another claim later if more leaking occurs? When the original problem is resolved it should be thoroughly checked and inspected with the homeowner and agreed the issue has been resolved. If the issue required a new unit to fix the problem, that new unit would be fully warranted. If it is deemed that the new issue is a result of non-compliant installation, the warranty will not be in effect and the issue needs to be resolved by the installer.

Must the homeowner register this Warranty Rider, and if so, how do they get the warranty registration information? By law, the homeowner is not required to complete a warranty registration and send it in for the warranty to be valid. However, we recommend to the homeowner to register their door so Therma-Tru will have that information on file and can better assist the homeowner in case they experience an issue in the future. A warranty registration card will be included in a packet attached to their door and they will also have the ability to go on-line to register their door purchase.

Must the homeowner show proof of purchase, and does this apply to the original homeowner only? Yes, if the homeowner has a warranty issue claim, they will require proof of purchase. The warranty is only valid to the original purchaser of the door system. In situations where the homeowner did not purchase the door directly, a copy of the contractor’s purchase of the door or the builder’s contract with the homeowner indicating the Therma-Tru Fiberglass Door System featuring Tru-Defense performance enhancement will qualify.

Is there any situation where the Therma-Tru Fiberglass Door with a Tru-Defense Door System is assembled correctly and installed according to the instructions and recommendations, and yet Therma-Tru would deny a Tru-Defense Door System Warranty Rider claim? In the installation instructions, there are recommendations for proper applications depending on the doors position in relation to the homes orientation. Certain situations require proper overhead protection such as a gutter or an overhang for example. If the recommendations are not adhered to, the warranty rider does not apply.

What if a homeowner is told they purchased a Therma-Tru Fiberglass Door with a Tru-Defense Door System, however, some of their components are not the proper ones specified to qualify? Hopefully, this type of situation will be minimized as Therma-Tru monitors that only fabricators assembling units that qualify for building Tru-Defense Door Systems are provided the warranty package attachment. If in a rare occasion this situation would happen, the Tru-Defense Door System Warranty Rider would be void and the fabricator would be responsible for resolving the claim.

How can you tell in the field if a frame meets the Therma-Tru specifications? Again, this situation should be minimized if fabricators are adhering to the specification. In the field, the only method to determine this is to remove the hinge and use a special gauge or micrometer to measure it. A process we prefer not to do.  

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