The Neenan Company

Warranty Process Protocol

(See individual divisions of the Operations and Maintenance Manual for specific maintenance requirements)

The warranty term (the "Correction Period") and any conditions for the warranty are identified in the contract for construction. During the Correction Period, Neenan will assign a qualified and experienced representative to work directly with the Owner’s representatives to address and commence work to correct defective Work pursuant to the warranty provisions of the contract. Prior to the expiration of the Correction Period, Neenan’s warranty representative will schedule and attend with the Owner an inspection of the Project to determine whether any defective work pursuant to the warranty provisions of the contract exists. Neenan’s representative and the Owner will prepare a list of such defective work and, upon correction; Neenan’s representative will notify the Owner.

During the Correction Period if you encounter any condition which you believe is covered by the warranty, or if at any time you need assistance, the following steps will be utilized in addressing your claim:

1. Fill out a Warranty Item Request electronically (provided by Neenan) with all pertinent information (i.e issue, priority, building name, room number/ location at building, date, photo, contact information).

2. A Neenan Client Services Department representative will contact the person listed in the Warranty Item Request form within 24 hours to begin the warranty process.

3. Neenan’s Client Services Department representative will schedule a site visit with either Neenan personnel or the appropriate subcontractor to investigate the Warranty Item.

4. Should the Warranty Item be deemed a warrantable issue in accordance with the terms of the contract for construction, Neenan will remedy/repair the Warranty Item through either a subcontractor or Neenan personnel at Neenan’s discretion.

5. Should the Warranty Item be deemed a non-warrantable issue in accordance with the terms of the contract for construction, Owner will pay Neenan for all costs incurred by Neenan in investigating the Warranty Item, using Neenan’s standard billing rates for Neenan personnel, plus all travel expenses and all costs incurred by Neenan for subcontractors, consultants or vendors.

If the Warranty Item is deemed a non-warrantable issue in accordance with the terms of the contract for construction Neenan will provide the Owner with a work authorization form for the Owner to sign if the Owner desires to have Neenan remedy/repair the item. Neenan will not perform any remedy/repair work for a non-warrantable issue without the Owner’s written acceptance of the work authorization form.
Please submit the following information and a Client Services Representative will contact you within 24 hours.
*  Indicates a required field.
 

Name: *     
Email: *    
    Email a copy of this submission to this address.      
Phone: *      
Project Name: *      
Project Address: *      
        
Issue Description: *     
        
Upload a Photo (optional):       
        
  Please be as specific as possible. Include N,S,E,W; wing, floor, room # or name.    
Location: *      
        
What has the owner or owner's representative done to mitigate damage?    
        
Additional information or history that pertains:    
       
  Should the claim be deemed a warrantable issue The Neenan Company (TNC) will resolve the issue with either subcontractor or TNC personnel at TNC’s discretion. Should the claim be deemed a non-warrantable issue TNC will bill the Owner at standard billing rates to include all time and travel, investigating and/or resolving the non-warrantable issue claim request. TNC will also bill all costs incurred by subcontractors, consultants or vendors relating to the non-warrantable claim request.
 
   
I agree to the above terms.    *      
       
 
   
       
Click Submit to send a copy of this Warranty Request to the Neenan Company's Client Services team.    

 

If you need to contact a Client Services Representative, please email us at client.services@neenan.com. You can also reach us by phone at (970) 494-4426, Monday through Friday. If this is an after-hours emergency, call (970) 416-3510.