THE MATERIAL CLAIM PACKET — gather it before you call anybody

Job / address: ______________________  Homeowner: _______________
Roof finished (date): __________   She called (date): __________
Product and color: ______________________________________________
Supplier and branch: ____________________________________________
Your rep and number: ____________________________________________

IN HAND BEFORE THE FIRST CALL
  [ ] Supplier invoice for the material on that roof
  [ ] The signed contract and the finish date
  [ ] Name and address the way they go on the claim
  [ ] The warranty document for that product, read once
  [ ] Install photos: bare deck, ice-and-water, underlayment,
      every penetration flashed, and the afters
  [ ] Photos of the failure - wide first, then close, tape in frame
  [ ] Which slopes, how much of the roof, when she first saw it
  [ ] Samples if they are wanted - bagged, labeled, kept dry
  [ ] Whatever the product's own paperwork asks for

WHAT YOU SAY TO HER
  "This one looks like the material, not our work. The warranty
   on it comes from the company that made it - here is what
   their paperwork says. We file it for you when their process
   lets us - here we can, because we have the invoice, the
   dates and the pictures. I can't tell
   you what they will decide. Either way I call you every two
   weeks, and the next one is [date]."
  Never say: they will cover it - you're getting a new roof -
  a dollar number - the day their answer comes.

WHO YOU CALL, IN ORDER
  1. Your supplier rep - how this company wants it filed
  2. The claim line or form named in the product's paperwork
  3. Her, the same day, with whatever number they gave you

IF IT COMES BACK DENIED AS AN INSTALL PROBLEM
  [ ] Read what the denial turns on   [ ] Pull the install photos
  [ ] Rep on the phone                [ ] Send photos if they help
  [ ] Their letter is about their warranty, not about your crew
  [ ] Still yours once you look? Log it Ours, tell her, fix it

What this maker asks for that isn't listed above: ______________
_________________________________________________________________