CertainTeed - Windows, Vinyl Siding, and Fiber Cement Siding Warranty Claims

Frequently Asked Questions

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Windows Vinyl Siding Fiber Cement Siding

What if I don’t have proof of purchase?
You can take a photo of the lock on your double hung or single hung windows that shows the CertainTeed logo. If a CertainTeed logo is not present on the window please submit photos of the whole window and hardware. We will use these photos to attempt to identify the window.
Why do I need to send/provide photos?
If you are submitting a claim for a hardware issue, photos of the specific hardware helps to identify the part you are looking for to make sure that we are sending the correct part the first time. We also use the pictures to observe the conditions and environment in which the windows are installed. Finally we use the pictures to support any decisions made during the warranty process.
Where do I find the ID Stickers or other information?
Look on the side or bottom of the operable sash for possible stickers
Look in the pocket at the top of the frame
Look between the panes of glass at the spacer. Sometimes the information is imprinted in the spacer (example: VIREP 92)
Can I just buy parts?
Unfortunately CertainTeed is no longer manufacturing windows and does not have the capability to sell products directly to homeowners or dealers. In the event non-warranty or out of warranty replacement is needed, CertainTeed recommends contacting an independent window repair service.
How long is my warranty?
For windows installed prior to 1996 the warranty included limited lifetime coverage on the frame and 10 year warranty on the glass and hardware, to the original homeowner only.
For windows installed after 1996 the warranty included limited lifetime warranty coverage that covers the cost of the materials only on manufacturing defects (glass & hardware). Labor is only covered for the first 5 years from the original installation date. This warranty is transferable but converts to 20 years from the original installation date.
How do I remove my screens?
Double hung, Single hung --New Castle and Somerton- push/pull screen up to compress tension springs and swing bottom to the outside.
Double Hung, Single hung--XT, Bryn Mawr II, Devon, New Bridge: Push screen either to the left or right to compress screen tension springs and push to the outside.
Casement windows: turn the screen knob or pull the plunger and pull to the inside.
Where can I get screens?
Unfortunately factory replacement screens are no longer available. However, you may consider contacting a local window/glass repair company and they may be able to supply custom made screens. Or you may be able to find them at a hardware store; many have screen making capabilities or sell universal kits.
What if my glass is cracked or broken?
The product warranty covered glass breakage due to stress for the 1st year following installation only. After that period, we recommend that you contact a local glass company for replacement.
What’s next?
Once the requested information has been received, you should receive a written response within three (3) weeks. Please note that missing or incomplete information may lead to delays in processing.

Why is it necessary to submit a sample for my claim?
In most cases, especially claims related to excessive fade, a sample is necessary for testing to determine if a manufacturing defect exists. Significant delays can result if samples are not submitted or are too small.
As the homeowner, am I expected to remove the siding from my home?
Homeowners that are physically capable of removing the siding sample, and are well aware of the safety issues associated with construction activities and have knowledge of siding practices are most welcome to remove the siding themselves if they so desire. Otherwise, the homeowner should contact a siding professional who can perform this service for them.
Can’t you just send one of your rep’s out here to look at my home?
In our experience, having homeowners submit the necessary information is the quickest, most efficient manner of resolving warranty claims. After review of this information and receiving proof of purchase if we are not able to resolve the claim, we will evaluate the need for an inspection.
What if I don’t have “Proof of Purchase”?
Many manufacturers produce similar or “look alike” products. We must verify that the material in question is a product of CertainTeed. In most cases homeowners are able to obtain original invoices from the supplier or installer. We understand that these invoices and receipts may not be available; therefore we also accept alternatives such as a sample of the siding as proof of purchase.
How do I ship the samples? Can I fold them?
The samples should be shipped flat in a box. Do not cut or damage the samples as they will generally be returned to you should no manufacturing defect be found.
Why do I need to take so many photos?
The information provided to us will result in a quicker response time. We use the pictures to observe the environmental conditions as well as to support any decisions made during the warranty process.
How many photographs do I need to send?
You should submit as many photos as you feel necessary for us to evaluate the extent and severity of your claim. At least one full wall photo of each wall. Another photo should show the area where any samples were removed.
If a manufacturing defect is discovered how will I be compensated?
All resolutions are based on the terms of the applicable warranty.
I don’t think my siding is installed correctly, can you inspect?
Only manufacturing defects are covered under the limited warranty. For this reason we are unable to process a claim to simply evaluate the installation. You may however review our installation guidelines by visiting the vinyl siding “Technical Information” area of the CertainTeed website. http://www.certainteed.com/resource/vinyl-siding/technical-information
What’s next?
Once the requested information has been received, you should receive a written response within three (3) weeks. Please note that missing or incomplete information may lead to delays in processing. Provided sufficient information has been submitted this initial response should include the resolution for your claim.

If a manufacturing defect is discovered how will I be compensated?
All resolutions are based on the terms of the applicable warranty.
Is labor covered and/or What is SureStart?
SureStart Protection™ is a feature of the 50 year WeatherBoards™ limited warranty that lasts for a period of two (2) years following the date of original installation. During this two (2) year period the SureStart Protection™ covers labor costs in connection with removal, repair or installation of either the original or replacement WeatherBoards™ Fiber Cement Siding. Once the SureStart Protection™ period has expired, the limited warranty allows for resolutions based on material only.
Why do I need to take so many photos?
The more information provided to us will aid us in providing a quicker response time. We use the pictures to aid in verifying the quantities and products involved. We also use the pictures to observe the conditions and environment in which the siding is installed. Finally we use the pictures to support any decisions made during the warranty process.
Only one wall is affected, can I just send photos of that wall?
As stated in the instructions, full wall photos of all walls and close up pictures of the concern are needed to resolve your claim. If you choose to file a claim on one wall and wish to submit photos of one wall only we will review the information. However, this will generally result in delays to the process as additional photos may be requested after the initial review.
Can’t you just send one of your rep’s out here to look at my home?
Unfortunately, with a limited number of field representatives we are unable to perform a site visit for each warranty claim. In our experience having homeowners submit the necessary information is the quickest and most efficient manner of resolving warranty claims.
What if I don’t have “Proof of Purchase”?
Because many other manufacturers produce similar or “look alike” products we must verify that the material in question is a product of CertainTeed. It is important to note that in many instances homeowners are able to obtain original invoices from the supplier or installer who originally handled the material. However, we understand that the invoices and receipts may not be available. Therefore we also accept alternatives such as a sample of the siding as proof of purchase.
Paint warranty vs. material warranty?
Any coating/paint applied to the material carries a warranty of its own separate from the 50 year WeatherBoards™ warranty. This includes material that has been prefinished (“factory painted”) such as CertainTeed ColorMax® or material that has been field painted. It is important to note that several companies use their own prefinishing systems which are NOT covered under any CertainTeed warranty. If you are experiencing an issue with a “factory applied” coating/paint on your siding, please verify with your supplier who prefinished the siding to ensure you contact the correct company.
I don’t think my siding is installed correctly, can you inspect?
Only manufacturing defects are covered under the limited warranty. For this reason we are unable to process a claim to simply evaluate the installation. You may however review our installation guidelines by visiting the fiber cement “Technical Information” area of the CertainTeed website. http://www.certainteed.com/resource/fiber-cement-siding/technical-information
What’s next?
Once the requested information has been received, you should receive a written response within three (3) weeks. Please note that missing or incomplete information may lead to delays in processing.
Care and Maintenance
For more information on the care and maintenance of WeatherBoards™ fiber cement siding including efflorescence please visit: http://www.certainteed.com/resource/fiber-cement-siding/technical-information