Warranty Information and Service Requests

KDI Building Developments Inc. (“KDI”) stands behind its work and is committed to reviewing warranty concerns fairly, thoroughly and according to the applicable project documents.

This page explains how to submit a warranty request, what information KDI requires, how requests are evaluated and when service, diagnostic or inspection charges may apply.

This information applies to KDI Building Developments Inc. and its authorized operating names and divisions, including ForgePoint Building and Remodeling, a KDI Building Developments Inc. company.

1. Controlling Warranty Documents

Warranty coverage, duration, limitations and exclusions are established by the customer’s:

• Signed construction agreement
• Applicable change orders
• Project-specific written warranty
• Closeout documents
• Manufacturer warranty documents
• Product-care and maintenance instructions

This page provides general information about KDI’s warranty-request process. It does not replace, extend or modify the applicable signed agreement or written warranty.

If information on this page differs from the customer’s signed project documents, the signed construction agreement and applicable written warranty documents control.

2. How to Submit a Warranty Request

Warranty requests should be submitted through KDI’s online warranty-request form or designated customer portal.

The customer should provide:

• Customer name
• Project address
• Telephone number
• Email address
• Contract or project number, if available
• Detailed description of the concern
• Date the condition was first observed
• Photographs or videos clearly showing the condition
• Whether the condition is active, intermittent or worsening
• Any recent event that may relate to the condition
• Whether another person or contractor has inspected, repaired or modified the affected area
• Relevant maintenance information
• Availability for an inspection

Complete and accurate information helps KDI evaluate the request and may reduce the need for additional communication or an onsite inspection.

Submit a Warranty Service Request

3. Warranty Request Process

Step 1: Submit the Warranty Request

The customer selects Submit a Warranty Service Request, completes the online form and provides the requested project information.

Step 2: Upload Available Evidence

The customer uploads available photographs, videos, documents or other evidence that may help KDI understand the reported condition.

The customer should not alter, remove, cover or repair the affected area before KDI reviews the request, except when immediate action is reasonably necessary to protect people or prevent substantial additional property damage.

Step 3: KDI Acknowledges Receipt

KDI will acknowledge receipt of the request within a reasonable time.

The acknowledgment confirms only that KDI received the request. It does not confirm that the reported condition is covered under the applicable warranty.

The customer should retain the confirmation or case number for reference.

Step 4: KDI Creates a Warranty Case

KDI will create a warranty case in its project-management system under the customer’s account.

The case may include:

• Customer and project information
• Description of the reported concern
• Date the condition was first observed
• Photographs and videos
• Customer communications
• Project and warranty documents
• Inspection findings
• Coverage determination
• Assigned tasks
• Scheduling information
• Corrective-work documentation, when applicable

Step 5: Initial Case Review

The warranty case will be placed into review.

During the review, KDI may:

• Review the construction agreement and applicable warranty
• Review project photographs and closeout records
• Contact the customer for additional details
• Request additional photographs or videos
• Ask whether another person has inspected, repaired or modified the affected area
• Request available maintenance information
• Review manufacturer instructions
• Consult the original project manager
• Consult a trade partner, supplier or manufacturer
• Determine whether an onsite evaluation is necessary

The customer’s timely cooperation may be necessary to complete the review.

Step 6: Initial Determination

KDI will review the available information within a reasonable time based on:

• The nature and urgency of the concern
• Completeness of the submission
• Availability of project records
• Need for additional information
• Manufacturer or trade-partner involvement
• Whether an onsite evaluation is required

Following the initial review, KDI may make one of the following determinations.

A. Request Declined Based on Submitted Information

If the available information establishes that the reported condition is not covered, KDI will send the customer a written explanation describing the general basis for the determination.

The explanation may identify:

• An applicable warranty exclusion
• An expired warranty period
• A condition outside KDI’s contracted scope
• Customer-supplied materials
• Work performed or modified by another person
• Insufficient supporting information
• Required maintenance that was not performed
• Another reason supported by the project documents and available information

If requested, KDI may separately offer a paid inspection or repair estimate.

B. Additional Site Evaluation Required

If KDI cannot reasonably determine coverage from the submitted information, the case will be assigned to the applicable project manager to coordinate an onsite evaluation.

Approval for an onsite evaluation is not final approval of warranty coverage.

The project manager may contact the customer to:

• Confirm the nature of the concern
• Request remaining information
• Confirm property access
• Obtain customer availability
• Schedule the appropriate technician or trade professional
• Explain potentially applicable noncovered service or diagnostic charges

Following the onsite evaluation, KDI will issue its coverage determination.

C. Request Approved Without Additional Evaluation

If the available information is sufficient to confirm coverage and no additional site evaluation is required before scheduling corrective work, the case will be assigned to the applicable project manager.

The project manager will contact the customer to confirm availability and schedule the appropriate technician or trade professional to complete the approved repair.

4. Site Evaluation and Final Coverage Determination

An onsite evaluation is intended to help KDI determine:

• The apparent cause of the condition
• Whether KDI’s work is affected
• Whether the condition falls within the warranty period
• Whether an exclusion applies
• Whether additional testing is required
• Whether corrective work is necessary
• The reasonably appropriate next step

An onsite evaluation is not an admission of responsibility or confirmation that the condition is covered.

After the evaluation, KDI may:

1. Approve the request and schedule corrective work.

2. Request additional testing or information.

3. Refer the matter to a manufacturer or supplier.

4. Determine that the condition is partially covered.

5. Decline the request and provide a written explanation.

6. Offer a separately priced repair or service.

5. Noncovered Service and Diagnostic Charges

KDI does not charge the customer for a standard inspection or corrective work when KDI determines that the reported condition is covered by KDI’s applicable written warranty.

If the onsite evaluation establishes that the reported condition is not covered because it was caused or materially contributed to by neglect, abuse, misuse, insufficient maintenance, third-party modifications, unauthorized repairs or another applicable exclusion—and those material facts were not disclosed to KDI before dispatch or were misrepresented or intentionally concealed—the warranty request may be declined and the customer will be responsible for a minimum $250 noncovered service and diagnostic charge.

The minimum charge may also apply when:

• The applicable warranty period has expired.
• The reported condition is unrelated to KDI’s contracted work.
• No defect in KDI’s covered work is identified.
• The concern involves customer-supplied materials or products.
• The condition resulted from an occupant, tenant, guest, pet or pest.
• The affected work was altered after KDI completed it.
• Required maintenance or manufacturer instructions were not followed.
• Materially inaccurate or incomplete information resulted in an unnecessary dispatch.
• KDI personnel or trade partners cannot safely or reasonably access the affected area at the scheduled appointment.
• The customer or authorized representative is unavailable for a confirmed appointment.

A third-party repair or modification will not, by itself, void the entire KDI warranty. The exclusion and applicable charge will be limited to a condition that the third-party work caused, materially contributed to, altered, concealed or prevented KDI from reasonably evaluating.

Failure to perform maintenance will support a noncoverage determination only when the maintenance was reasonably required by the applicable agreement, warranty, manufacturer instructions or ordinary property-care requirements and the failure caused or materially contributed to the reported condition.

6. The $250 Charge Is a Minimum—Not a Maximum

The $250 amount is the minimum charge for the initial dispatch and standard onsite evaluation. It is not the maximum amount the customer may be responsible for when a claim is not covered.

The minimum charge does not necessarily include:

• Specialized diagnostic testing
• Specialty-trade services
• Additional labor
• Materials
• Equipment
• Exploratory work
• Destructive testing
• Repair of the noncovered condition
• Return visits
• Travel outside KDI’s standard service area
• Permit or inspection fees

The customer may therefore be responsible for more than $250 when additional measures are reasonably necessary to evaluate a condition that is ultimately determined not to be covered.

7. Specialized Diagnostic Services

Additional diagnostic measures may be necessary to determine the source, cause or extent of a reported condition.

These measures may include:

• Drain or sewer camera inspection
• Borescope inspection
• Infrared or thermal-imaging inspection
• Moisture testing
• Pressure testing
• Leak-detection services
• Electrical diagnostic testing
• HVAC diagnostic testing
• Plumbing diagnostic testing
• Roof or building-envelope testing
• Destructive or exploratory testing
• Laboratory testing
• Manufacturer evaluation
• Specialty-trade evaluation
• Other reasonably necessary investigative services

If the reported condition is determined not to be covered, the customer may be responsible for the reasonable cost of these additional diagnostic measures in addition to the minimum $250 charge.

When reasonably practical, KDI will explain the recommended additional diagnostic work and applicable charges before proceeding.

If the need for additional testing cannot reasonably be identified until the onsite evaluation begins, KDI will request authorization before performing separately chargeable diagnostic work.

Payment of a service or diagnostic charge does not include repair of the noncovered condition. KDI may provide a separate estimate for requested corrective work.

8. Disclosure Before Dispatch

Before dispatching a technician or trade professional, KDI may ask the customer to confirm whether:

• Another person has inspected the condition
• Another contractor has performed repairs
• The affected work has been modified
• Maintenance has been performed
• The condition followed a new accident, leak, backup or weather event
• The affected product was supplied by the customer
• Relevant facts exist that may affect warranty coverage

The customer must provide complete and accurate information to the best of the customer’s knowledge.

If the customer discloses a potentially excluded condition before dispatch, KDI may:

• Review the information without dispatching a technician
• Request additional evidence
• Decline the warranty request
• Offer a separately priced inspection
• Offer a separately priced repair service

Early disclosure can help the customer avoid an unnecessary warranty dispatch and unexpected service charges.

9. Covered Warranty Work

If KDI determines that a condition is covered under the applicable written warranty, KDI will coordinate the reasonably appropriate corrective work.

Corrective action may include:

• Adjustment
• Repair
• Replacement of the affected component
• Manufacturer-warranty coordination
• Specialty-trade evaluation
• Another reasonable corrective measure determined by KDI

KDI will determine the appropriate means and method of correction, subject to:

• The applicable agreement
• Product requirements
• Existing site conditions
• Material availability
• Applicable codes
• Manufacturer instructions
• Applicable law

Unless the written warranty expressly provides otherwise, warranty service does not entitle the customer to:

• Complete replacement when an appropriate repair is available
• An upgrade from the originally contracted material
• Betterment beyond the original scope
• Payment for unauthorized third-party work
• Compensation for unrelated inconvenience
• A refund of the original contract price

Nothing on this page limits a remedy that cannot lawfully be waived.

10. Conditions That May Not Be Covered

Warranty coverage depends on the signed agreement and written warranty documents.

Conditions that may be excluded include:

• Normal wear and tear
• Routine maintenance
• Expected aging or deterioration
• Cosmetic conditions accepted at completion
• Minor variations consistent with the material or installation
• Damage caused by neglect, abuse or misuse
• Damage caused by occupants, tenants, guests, pets or pests
• Customer-supplied materials or products
• Manufacturer defects covered by a separate product warranty
• Unauthorized alterations or repairs
• Third-party modifications
• Work performed by another contractor
• Conditions outside KDI’s contracted scope
• Pre-existing conditions
• Concealed conditions outside KDI’s original scope
• Structural movement or settlement not caused by KDI’s work
• New plumbing leaks or drain backups
• Sewer or septic conditions
• Roof, window or exterior leaks unrelated to KDI’s work
• Water intrusion from a new event
• Fire, flood, earthquake, severe weather or other casualty
• Failure to maintain caulking, sealants, grout or finishes
• Failure to follow manufacturer instructions
• Excessive moisture, humidity or inadequate ventilation
• Utility failures or power surges
• Damage caused by customer-supplied fixtures or appliances
• Conditions reported after the applicable warranty period
• Conditions KDI was not given a reasonable opportunity to inspect or correct

The presence of an excluded condition does not necessarily determine whether a separate portion of the request may be covered.

11. Customer-Supplied Materials

Products or materials supplied by the customer may be excluded from KDI’s material warranty.

KDI may warrant its installation work only to the extent stated in the applicable agreement.

KDI generally is not responsible for:

• Product defects
• Missing or incorrect components
• Manufacturer failures
• Product incompatibility
• Premature product deterioration
• Discontinued products
• Customer ordering errors
• Manufacturer-warranty administration unless included in writing

The customer may need to pursue a product claim directly with the manufacturer or retailer.

12. Manufacturer Warranties

Certain fixtures, appliances, equipment and materials may carry warranties issued directly by the manufacturer.

Manufacturer warranties are separate from KDI’s workmanship warranty and are controlled by the manufacturer’s terms.

A manufacturer may require:

• Product registration
• Proof of purchase
• Serial or model number
• Photographs
• Direct customer contact
• Inspection by an authorized representative
• Use of an authorized service provider

KDI may provide reasonable documentation or coordination assistance when included in the project scope, but KDI does not control a manufacturer’s coverage decision, replacement availability or processing time.

13. Customer Maintenance Responsibilities

Warranty coverage may depend on proper care and maintenance.

Customer responsibilities may include:

• Maintaining caulking, grout and sealants
• Cleaning surfaces with appropriate products
• Replacing HVAC and ventilation filters
• Maintaining adequate ventilation
• Addressing plumbing leaks promptly
• Preventing standing water and excessive moisture
• Maintaining roofing, drainage and irrigation systems
• Following manufacturer care instructions
• Avoiding overloading, impact or misuse
• Maintaining reasonable temperature and humidity
• Preventing unauthorized alterations

Failure to perform required maintenance may cause or contribute to a condition that is not covered.

14. Duty to Prevent Additional Damage

If a reported condition is active or worsening, the customer should take reasonable steps to protect people and property from additional damage.

Reasonable protective measures may include:

• Shutting off the affected water supply
• Turning off power to an unsafe circuit
• Stopping use of an affected fixture or system
• Moving personal property away from water
• Contacting the appropriate utility provider
• Seeking emergency assistance
• Promptly notifying KDI

The customer should not perform work that creates a safety risk.

KDI is not responsible for additional damage caused by an unreasonable delay in reporting an active condition or taking reasonable protective measures.

15. Emergencies and Immediate Safety Concerns

KDI’s website warranty form is not an emergency-response system and may not be monitored continuously.

For an immediate threat involving:

• Fire
• Gas
• Electrical hazards
• Major flooding
• Structural instability
• Personal injury
• Another dangerous condition

Call 911, the fire department, the appropriate utility provider or another qualified emergency service before submitting a KDI warranty request.

After the immediate danger has been addressed, notify KDI and preserve photographs, videos, invoices and other relevant documentation.

Emergency action by another provider does not automatically establish KDI warranty responsibility.

16. Unauthorized Repairs

Except when immediate action is reasonably necessary to protect people or prevent substantial property damage, the customer must provide KDI a reasonable opportunity to inspect and address an alleged covered condition before authorizing another contractor to perform repairs.

Unauthorized work may:

• Alter or destroy relevant evidence
• Prevent KDI from determining the cause
• Affect coverage
• Create new conditions
• Affect a manufacturer warranty
• Prevent reimbursement

KDI is not responsible for unauthorized third-party charges unless KDI approved the work in writing or reimbursement is otherwise required by law.

For a legitimate emergency, the customer should authorize only the work reasonably necessary to control the immediate condition and should preserve the affected materials and documentation when safe and practical.

17. Property Access

The customer must provide safe and reasonable access to the property and affected area.

Before an appointment, the customer should:

• Confirm that an authorized adult will be present
• Secure pets
• Remove personal property obstructing access
• Provide access to required utilities
• Identify known safety hazards
• Obtain tenant or occupant authorization
• Confirm gate, parking or community-access requirements
• Avoid covering, altering or repairing the affected condition

KDI may postpone or discontinue an inspection when access is unsafe, restricted or materially different from what was represented.

Additional dispatch, travel or return-visit charges may apply when KDI personnel or trade partners cannot complete the scheduled evaluation because of unavailable, unsafe or obstructed access.

18. Repair Scheduling

Approved warranty work will be scheduled based on:

• Nature and urgency of the condition
• Customer availability
• Technician or trade availability
• Required materials
• Manufacturer participation
• Property access
• Weather
• Permit or inspection requirements
• Other relevant project conditions

KDI will make reasonable efforts to coordinate approved repairs, but submission or approval of a warranty request does not guarantee an immediate appointment or specific completion date.

19. Replacement Materials and Finish Matching

Exact material or finish matches may not be available because of:

• Natural material variation
• Dye-lot or batch variation
• Aging or exposure
• Product discontinuation
• Manufacturer changes
• Normal fading
• Existing wear

When an exact match is unavailable, KDI may use a reasonably comparable available product if permitted by the applicable agreement and warranty.

Warranty coverage generally does not require replacement of unaffected materials solely to achieve a uniform appearance unless the written warranty or applicable law requires otherwise.

20. Completion and Case Closeout

After approved corrective work is completed, KDI may:

• Document the work performed
• Upload completion photographs
• Obtain technician or trade-partner notes
• Request customer acknowledgment
• Provide applicable care or maintenance information
• Close the warranty case in KDI’s project-management system

Closing a warranty case does not extend or restart the original warranty period unless KDI expressly agrees otherwise in writing or applicable law requires it.

21. Warranty Request Records

KDI may document warranty requests, inspections and corrective work using:

• Notes
• Photographs
• Videos
• Measurements
• Test results
• Customer communications
• Trade-partner reports
• Manufacturer information
• Service records

This information may be maintained as part of the project and warranty record according to KDI’s Privacy Policy and applicable record-retention practices.

22. No Expansion of Warranty

This page does not:

• Create a new warranty
• Extend an expired warranty
• Restart a warranty period
• Expand existing coverage
• Modify a signed agreement
• Guarantee that a condition will be covered
• Waive an applicable exclusion
• Replace a manufacturer warranty
• Create a reimbursement right
• Admit responsibility for a reported condition

The applicable signed agreement, change orders, written warranty documents and mandatory legal rights control.

23. Required Warranty-Form Acknowledgment

The customer must affirmatively acknowledge the following before submitting the online request:

I confirm that the information provided in this warranty request is accurate and complete to the best of my knowledge. I understand that submitting a request, receiving a case number or scheduling an inspection does not establish warranty coverage. If KDI dispatches a technician and determines that the condition is not covered because it was caused or materially contributed to by neglect, abuse, misuse, insufficient maintenance, third-party modifications, unauthorized repairs or another applicable exclusion—and those material facts were not disclosed before dispatch or were misrepresented or intentionally concealed—I understand that I will be responsible for a minimum $250 noncovered service and diagnostic charge. I understand that $250 is the minimum charge, not the maximum, and that additional authorized charges may apply for camera inspections, infrared or thermal imaging, moisture testing, leak detection, pressure testing, exploratory work, specialty-trade evaluation or other diagnostic measures. The applicable construction agreement and written warranty documents control.

The acknowledgment box must not be preselected.

24. Contact KDI

Questions about the warranty-request process may be directed to:

KDI Building Developments Inc.

3600 Lime Street, Building 2

Riverside, California 92501

CSLB #1137039

Licensed • Bonded • Insured

Email: [email protected]
Telephone: 1-800-928-0972