HVAC Warranty Template: Manage Labor and Parts Warranties with Ease
In this article, we share a free warranty template for HVAC companies to document their warranties with customers. We’ll share specifics about what the template includes and provide a link for you to download and use in your business.
Note that while a template is useful for documenting warranties and providing professional-looking copies to customers, it doesn’t completely solve the biggest challenges in warranty management:
Keeping track of which customers have which warranties (and for how long).
Accessing warranty information on the fly when customers call with urgent issues.
Ensuring that warranties are added to invoices and communicated to customers.
Ensuring that warranties are registered with HVAC manufacturers.
Submitting warranty claims, initiating HVAC equipment returns, and ordering replacement parts.
Many HVAC businesses manage these workflows in a mix of spreadsheets, emails, purchase orders, and other disconnected systems. As a result, errors are made, important steps such as registering warranties are missed, and often businesses end up taking losses to keep customers happy. All of this has negative impacts on an HVAC contractor’s bottom line.
So, in addition to sharing our template below, we’re also going to walk through how our HVAC software can help solve these key organizational and workflow issues involved in warranty management.
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How to Download Our Free HVAC Warranty Template
The warranty template includes fields to document the following information:
Company Information: Your company name, logo, address, phone number, etc.
Job Details: All relevant information related to the job (e.g. homeowner address, installation date, warranty term, etc.).
General Warranty: A statement that provides your company guarantee.
Labor Warranty: The amount of time you agree to honor call-backs (for free or a fee) for install and repairs.
Parts Warranty: All manufacturer warranty information that is relevant to the customer.
Items Not Covered: Specification on work that is not covered.
Permits and Codes: A statement of who is responsible for obtaining any required work permits.
To use the template, click here to download a copy.
Save the PDF template to your desktop as a new file. From there, you can customize the first page with your company name and logo.
However, as we mentioned above, you’ll need other features to help solve the other tracking and workflow challenges that come along with warranty management.
In the next sections, we’ll walk through a number of features available in ServiceTitan that work together to streamline warranties. First, we’ll walk through how we help facilitate warranty management in the office, and then how we help manage warranties from the field.
We’ve designed our desktop and mobile apps to work seamlessly together, allowing both field and office staff to track warranty parts from the moment a faulty part has been diagnosed in the field, all the way through to the replacement of that part and receiving a credit back from the vendor.
This is a complex, error-prone process to manage manually with spreadsheets and disparate documents. And we’ve put a lot of effort into solving this for our customers.
How ServiceTitan Streamlines HVAC Warranty Management in the Office
From the office to the warehouse, we offer an extensive range of functionality to help HVAC businesses manage warranties. Here’s a look at four of the key feature sets.
Easily Add Labor and Parts Warranties to Your Pricebook
Warranties can be added as an individual pricebook item. For example, you can create a 10-year labor warranty that field techs or office staff can add to “Better” or “Best” options in a Good Better Best proposal.
Warranty information can also be added into the description of a pricebook item for an HVAC system or particular part (e.g. heat pump, air handler, etc.). For example, for a given pricebook item such as an Amana or a Goodman air conditioner, you might specify that it comes with:
10-year parts warranty from the manufacturer
10-year compressor warranty
10-year manufacturer heat exchanger warranty
1-year labor warranty
Then, when any of these pricebook items are selected, the warranty information is automatically reflected in estimates and invoices (which we’ll demonstrate below).
Note: In addition to the pricebook item description, which can include warranty information, you can also add other key information about pricebook items such as codes, names, serial numbers, model numbers, commission, materials, and more. To learn more about our pricebook functionality, check out this detailed walk-through of our HVAC flat rate pricing app. Or, check out our post on HVAC pricebook tips.
View Detailed Job Histories and Existing Customer Warranties
When it comes to keeping track of customer warranties, ServiceTitan has a number of features that make this easier.
First and foremost, ServiceTitan stores (and makes it easy to find) all past job information for every customer that a business services. Each customer has a page where office staff can view all of their past estimates and invoices, scheduled appointments, location and billing information, service contract information, and any other relevant details from their work history.
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When an existing customer calls in, our call booking system automatically pulls up their page, allowing CSRs to greet them by name and have instant access to their job history. If the customer happens to be calling about warranty coverage on an HVAC unit, CSRs can view their warranty information through their past estimates or invoices.
Or, if enabled, they can identify their warranties through our tagging system, which allows businesses to create warranty tags that display on jobs pages and makes it even easier to see which customers have which warranties.
Note: Technicians can access this same past job information through our mobile app, so if a tech is on-site at a job, they can easily see whether a customer’s equipment is still within an allotted warranty period.
Leverage Task Management to Ensure All Necessary Warranty Actions Are Taken
Many HVAC companies like to register equipment with manufacturers on behalf of homeowners to ensure they receive maximum warranty coverage. This step is crucial because it helps to avoid situations where customers think they’re covered but are not.
This is a bad look that can lead to poor reviews and lost business, so ensuring that the appropriate staff take the necessary steps to register warranties in a timely manner is an essential part of warranty management.
This is one of the many operational issues that can be solved with ServiceTitan’s task-management features. For example, businesses can create a task workflow that is automatically triggered when a warranty (or particular piece of equipment that comes with a warranty) is sold.
The trigger can then automatically notify the specific person responsible for registering the warranty, or ordering replacement parts, or scheduling the replacement visit, for example—and ensure that these important steps are taken.
This significantly improves the organization of tasks that need to be completed in warranty management as well as fosters accountability among your team.
Track and Initiate HVAC Warranty Parts Orders and Returns
Through our inventory management system, included in our base subscription, companies also have access to a suite of features for tracking warranties, ordering replacement parts, and returning faulty equipment to vendors.
Via our warranty tracking page, warranty or warehouse managers can easily view warranty parts orders that have been requested by technicians in the field, displayed in the “In Demand” tab. In addition, they can also see which parts orders are “In Progress”, “Completed”, or “Canceled”.
From this page, the appropriate staff can click into individual order requests, and take actions such as:
Updating claim information
Initiating requisitions (choosing procurement sources and item quantities)
Creating and sending purchase orders to vendors for replacement parts
From the warranty tracking page, they can continue to monitor and update the statuses of warranty orders, seeing which ones are “Pending”, “On Order”, “Arrived”, “On Truck”, or “Installed”.
They can also manage and track returns through our returns tracking page, which allows them to see when faulty parts have arrived back to the warehouse, initiate sending those parts back to vendors, and track returns all the way through to “Credit Received”.
The features we’ve discussed throughout this section are just some of the core ways we help facilitate warranty management from the office and warehouse. In the next section, we’ll look at how we enable field technicians to manage warranties via our field service mobile app.
How ServiceTitan Facilitates HVAC Warranty Management in the Field
From communicating about warranties to homeowners, to adding warranties to mobile estimates and invoices, to initiating warranty claims and replacement parts orders, much of warranty management takes place in the field.
Here’s a look at some key warranty-related features available to technicians.
Add Warranties to HVAC Estimates and Invoices
There are two main ways that warranties can be established and communicated to customers via our mobile app.
First, when warranties have been added to a business’s pricebook, they can be added to estimates that are presented in customer proposals. As we described above, they can be added as an individual line item, such as a 10-year labor warranty included with a premium service option—or they can be included in the description of a given piece of equipment, such as an air conditioning unit. In the latter case, when a customer clicks into one of the estimate options, they can see the warranty information that’s included in the estimate description.
Many of our customers utilize various levels of warranties to encourage upsells, offering limited warranties for basic options, and extended warranties for premium ones.
The second way warranties can be established in the field is by adding them directly to a customer invoice, where customers can see and have a record of their warranty coverage.
Order and Track HVAC Warranty Parts
Just as office staff can view customer job histories and existing warranties via our desktop app, technicians can also access this same customer information via our mobile app. For example, they can view their previous estimates, previous invoices, existing equipment, photos and videos of past work completed, and more.
As a result, when techs encounter a faulty part or piece of equipment, they can easily check to see if it’s under warranty. And in cases where it is, they can initiate the replacement process right from their tablets.
Specifically, they can create a new estimate or invoice and mark it as a warranty job. And then they can follow our warranty parts order workflow, which allows them to:
Select existing equipment to indicate any failed parts that were found.
Submit a request to the office to initiate the requisition of a replacement part.
At this point, the office or warehouse staff can see this request in the “In Demand” tab of the warranty tracking page, as described above, and fulfill the replacement order.
Techs can monitor the status of those parts, and once the new parts are received, they can carry out the replacement job. At that point, they can continue to update the warranty part status to “On Truck” and “Installed”, so that the warehouse can see when the job has been completed.
Finally, they can pass the faulty part off to the warehouse team to return the part to the vendor and monitor for the credit.
Want to See Our HVAC Software in Action?
The challenges we discussed at the beginning of this post—keeping track of customer information, communicating between field and office staff, fostering accountability and ensuring all necessary actions are taken at each step of a job—exist in nearly every facet of an HVAC business.
In addition to streamlining warranty management, ServiceTitan has been designed to improve efficiency and revenue growth holistically throughout an HVAC business operation.
To get a free, one-on-one walk-through of the features we’ve covered in this post, as well as the other core features of our HVAC software (scheduling, dispatching, mobile functionality, accounting integrations, payments, and more), schedule a call for a free product tour.