Warranty work is part of the subcontracting business. When something fails or doesn't perform as expected, you'll be called back to make it right. How you handle warranty claims affects your reputation, your profitability, and your relationships.
Understanding Your Warranty Obligations
Express Warranties
These are warranties you specifically promise — either in your contract or through representations you make. "This system will perform without issues for 5 years" is an express warranty.
Implied Warranties
Even without specific promises, the law implies that your work will be fit for its intended purpose and of workmanlike quality. You can't completely disclaim these in most jurisdictions.
Manufacturer Warranties
Products you install often have manufacturer warranties. Know what they cover and how to make claims.
Standard Warranty Periods
Typical subcontractor warranty periods are 1 year for most work, though contracts may specify more or less. Commercial projects often require 2-year warranties on major systems.
When Is a Callback Really a Warranty Issue?
Not every callback is a legitimate warranty claim. You're responsible for defects in materials you supplied, defects in your workmanship, and failure to meet specifications.
You're generally NOT responsible for normal wear and tear, owner misuse or negligence, damage by other trades, issues caused by design defects (not your design), and work outside your scope.
Responding to Warranty Claims
Respond Promptly
Even if you believe the claim isn't valid, respond quickly. Ignoring warranty calls damages relationships and can escalate into disputes.
Investigate First
Before committing to repairs, investigate the issue. Document conditions with photos. Determine whether the issue is actually related to your work.
Document Everything
Keep detailed records of every warranty claim: date received, nature of complaint, your investigation, root cause determination, repairs made, and time and materials spent.
Communicate Clearly
Keep the GC and owner informed of your findings and planned response. If you believe the claim isn't valid, explain why professionally.
Handling Legitimate Warranty Issues
Make It Right
If the problem is your responsibility, fix it properly. Cutting corners on warranty work damages your reputation and often leads to repeat callbacks.
Investigate Root Cause
Don't just fix the symptom — understand why it failed. This prevents repeat issues and improves your future work.
Learn from Failures
Every warranty claim is a learning opportunity. Is there a pattern? A product you should stop using? A technique to improve?
When the Claim Isn't Your Responsibility
Be Professional
Even when declining warranty work, maintain professionalism. You might be wrong, and the relationship matters.
Explain Your Position
Clearly communicate why you believe the issue isn't your responsibility. Provide documentation supporting your position.
Offer Alternatives
If the issue needs to be fixed but isn't your warranty, offer to do the work on a time-and-material basis. This solves the problem while making clear it's not a warranty matter.
Escalate Carefully
If the GC or owner insists, don't dig in without considering the relationship impact. Sometimes it's better to fix a borderline issue than fight over it.
Protecting Yourself from Warranty Exposure
Quality Work
The best protection is not having warranty issues. Quality materials, skilled installation, and attention to detail reduce callbacks.
Documentation
Document your work thoroughly. Photos of installations before walls close, testing records, and inspection sign-offs prove your work was done properly.
Clear Contract Language
Your contract should specify the warranty period, what's covered and excluded, how claims must be submitted, and your right to investigate before repairs.
Inspection and Sign-Off
Get sign-off that your work was inspected and accepted. This establishes that your work was satisfactory at completion.
Managing Warranty Costs
Track Warranty Expenses
Know what warranty work costs you. Track hours, materials, and which projects generate the most callbacks.
Price Accordingly
If your trade has significant warranty exposure, build those costs into your pricing. Warranty work isn't free — it should be reflected in your rates.
Warranty Reserve
Consider maintaining a warranty reserve — money set aside for expected warranty costs on completed projects.
Learn and Improve
High warranty costs signal quality problems. Address root causes to reduce future warranty exposure.
Frequently Asked Questions
How long do I have to warranty my work?
Per your contract. One year is typical, but read your specific agreement. Some jurisdictions have statutory minimums.
What if the manufacturer denies a warranty claim?
If the issue is a product defect and the manufacturer denies the claim, you may have recourse against them. Document their denial and consult with your supplier.
Can I charge for warranty calls that turn out not to be my issue?
You can try, but it's often difficult to collect. Better to investigate before responding and communicate clearly when issues aren't warranty matters.