The Pool Is Finished. The Referral Is Not. How You Handle Warranty Determines What Happens Next.
WFP's dedicated Warranty phase keeps every completed project alive in the system — with claim tracking, resolution documentation, and customer portal access. Homeowners see their warranty status without calling. PMs track open claims alongside active projects. Every resolved claim is an opportunity to cement a five-star relationship.
Mrs. Henderson Loved Her Pool. Then a Tile Cracked, and Nobody Called Her Back.
The Henderson project was a success story. A $165,000 custom pool in Carrollwood — finished two weeks early, the homeowner was thrilled, she posted photos on Instagram and told Marcus she had two neighbors interested. That was in October. In late November, a tile on the waterline cracked. Mrs. Henderson called the office. The receptionist wrote a message on a sticky note and put it on Jessica's desk. Jessica was managing 22 active projects. The sticky note got buried.
Ten days later, Mrs. Henderson called again. This time she was frustrated. Marcus got the message and texted Jessica: "Can you look into the Henderson warranty thing?" Jessica found the original sticky note, called the tile sub, and scheduled a visit — but by now it had been almost three weeks since the first call. The tile was fixed in thirty minutes. The relationship took six months of silence to repair.
Mrs. Henderson never sent those two neighbors. She did not leave a bad review — she just stopped referring. A $165,000 pool that could have generated $300,000+ in neighbor referrals became a closed file instead of an open pipeline. Not because the tile cracked — tiles crack. Because nobody had a system that surfaced the claim, tracked the response, and ensured the homeowner felt heard.
Warranty claims are not problems. They are the final test of whether your operation earns the referral.
The Solution
Every Claim Logged. Every Resolution Documented. Every Homeowner Heard.
WFP turns warranty management from an informal, reactive scramble into a systematic workflow that protects the referral relationships your company depends on.
Projects Don't End at Completion. They Enter Warranty.
When a project reaches completion in WFP, it automatically transitions to the dedicated Warranty phase — the project stays alive in the system with its full history, documents, and team assignments intact. This means warranty claims are tracked in the context of the original project, not as isolated tickets in a separate system. The PM who built the pool is the same PM who sees the warranty claim.
Every Claim Captured with Photos, Details, and a Timeline
Warranty claims are logged with descriptions, photos, priority levels, and resolution timelines. Each claim shows its status: submitted, acknowledged, in progress, resolved. PMs see open warranty claims in their dashboard alongside active project work orders — warranty tracking is part of their daily workflow, not a separate inbox to check.
Homeowners Check Warranty Status Without Calling Your Office
Through the WFP customer portal, homeowners can view their warranty coverage, submit warranty requests with photos and descriptions, and track the status of open claims. This self-service access eliminates the "I called and nobody called me back" scenario. The homeowner sees that their claim was received, acknowledged, and is being addressed — without a single phone call.
Every Fix Documented for Your Records and Theirs
When a warranty claim is resolved, WFP captures the resolution details: what was done, who did it, when, and any photos of the completed repair. This documentation serves two purposes — it gives the homeowner confidence that the issue was properly addressed, and it gives your company an audit-ready record of every warranty action taken on every project.
Track Response Times, Resolution Rates, and Referral Health
WFP tracks warranty metrics that matter: average response time from claim to acknowledgment, average resolution time, open claims per PM, and claim type patterns. These are not just operational metrics — they are leading indicators of referral health. A company with 24-hour average response time on warranty claims generates more referrals than one with a two-week average, and now you can measure it.
The Difference
What Happens After 'Project Complete' in Other Tools
'Complete' Means 'Gone' in Most Tools
In Buildertrend, marking a project "complete" effectively ends the project in the system. Warranty claims become emails, phone calls, and manual tracking. There is no warranty phase, no claim logging, and no customer portal for post-completion issues. The project that generated the most homeowner enthusiasm becomes invisible the moment it is done.
Warranty in Context vs. Warranty in a Vacuum
Some companies use a separate ticketing system or spreadsheet for warranty claims. The problem is that the claim is disconnected from the original project — the PM handling the warranty callback has to look up the project details, find the sub who did the original work, and reconstruct the context. In WFP, the warranty claim lives inside the same project record, with full history, documents, and team assignments already there.
Self-Service Warranty Requests vs. Phone Tag
When a homeowner has a warranty issue, the typical experience is: call the office, leave a message, hope someone calls back. WFP's customer portal lets homeowners submit warranty requests with photos and descriptions and track the status in real time. This is not a generic contact form — it is a warranty-specific workflow tied to their specific project.
When Warranty Claims Get Resolved Fast, Five-Star Reviews Follow
At a construction company managing 60+ simultaneous pool projects, five-star reviews became the norm — not just because of the build quality, but because the post-completion experience matched the build experience. Warranty claims were acknowledged within hours, resolved within days, and documented for the homeowner's confidence. When the last impression is as strong as the first, the referral becomes automatic.
Most construction companies handle warranty claims informally — phone calls, emails, sticky notes, and texts between the owner, PM, and sub. There is usually no central tracking system, no documented timeline, and no customer-facing visibility. WFP replaces this informal process with a dedicated warranty phase that logs, tracks, and documents every claim within the original project record.
Yes. Through the WFP customer portal, homeowners can submit warranty requests with descriptions and photos, and track the status of their claim in real time. They see when their claim is received, acknowledged, and resolved — without calling your office or waiting for a callback.
Construction warranty periods vary by component — structural warranties may extend 10 years, while equipment and finish warranties may be 1-2 years. WFP's warranty phase tracks the project for as long as you need it, and different claim types can be categorized to reflect different coverage periods. The project remains accessible in the system for the full warranty duration.
No — it reduces work. Warranty claims appear in the PM's existing dashboard alongside active project work orders. There is no separate system to check. Customer portal submissions arrive directly in the project record. The PM acknowledges, assigns the fix (often to a sub via work order), and documents the resolution — all within the same workflow they already use for active projects.
Yes. Warranty repairs can be assigned as work orders to the appropriate subcontractor — with the same document embedding, sub sharing, and status tracking used during the original build. The sub receives the warranty work order with all relevant context from the original project.
Speed of response is the single biggest factor in post-completion customer satisfaction. A warranty claim resolved within days — with documented communication and visible status — reinforces the homeowner's confidence in your company. That confidence is what turns a completed project into an active referral source. WFP gives you the metrics to track response times and the system to ensure no claim goes unacknowledged.
WFP is $2,500/month — one price, unlimited users, unlimited projects, all features including warranty management, customer portal, and everything else. No add-ons or modules. See the full pricing breakdown at /pricing.
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