Warranty Claim Process

Please note: Warranty work must be performed by Refrigerated Solutions Group Authorized Service Providers.

How do you submit a claim to us?

Master-Bilt warranty claims are processed using an internet-based software database called Global Warranty accessible at https://globalwarranty.davisware.com/globalwarranty/ . Global Warranty requires a username and password for access. If you don’t have one, please get in touch with the Master-Bilt Service and Warranty Department by phone 800-388-5253 or via email at rsgservice@refsg.com.

Items required when submitting a claim:

1. Name and complete address of the person or institution seeking reimbursement.
2. Name and complete address of the customer serviced.
3. Master-Bilt model and serial number of the equipment serviced. Most serial numbers are 8 digits, all
   numeric – starting with the year and followed by the month the equipment was manufactured.
   • If the service provided was on a walk-in, the model and serial number is located on the header above the door.
   • If the service provided was on refrigeration, the model and serial number is located on a large 4” x 6” tag located on the base plate of the condensing unit.
   • If the service provided was on a cabinet/reach-in unit, the model and serial number are on the inside left-hand wall or the exterior back wall.
   • Please note that the Master-Bilt serial tag may be located in a different location than listed above. Regardless, a Master-Bilt serial tag will be on each piece of equipment.
4. Complete and accurate description of the service rendered to correct the problem.
5. List parts, labor, tax truck/travel as well as any other miscellaneous charges separately.
6. For locally-purchased repair parts, you must provide the receipt indicating the price paid. If a receipt is not provided, reimbursement will be based on Master-Bilt’s wholesale cost.
7. For Copeland, Tecumseh, Bohn and Witt part failures within one year of service, please exchange the failed part at the wholesaler free of charge, as no credit will be issued from Master-Bilt.
8. If a work authorization was issued from Master-Bilt, please reference that number on your invoice and claim.
   • The use of a Master-Bilt contact name for authorization is not permitted

Items required for reimbursement of a compressor within the first year of the compressor’s operation:

Please submit the basic information requested above for submitting a claim, in addition to the following:

1. A copy of the wholesale receipt indicating the compressor was exchanged at the wholesaler, as
   it was warranted through the compressor’s manufacturer, which is typically Copeland.
   • Credit will not be issued from Master-Bilt for the wholesale cost of a compressor covered under the compressor manufacturer’s warranty.
2. The model and serial number of the original compressor (copied from the serial tag) or a clear picture of the original compressor serial tag.
   • Do not remove the compressor serial tag, as the wholesaler will require it to be on the compressor when it is exchanged.

Items required for reimbursement of a compressor not covered under the first year of operation:

Please submit the basic information requested above for submitting a claim, in addition to the following:

1. A copy of the wholesale receipt indicating the cost of the compressor, along with a copy of the
   core credit receipt (if applicable).
2. The original compressor serial tag, unless it is from a semi-hermetic compressor as the serial tag must be in place for the core credit to be issued from the wholesaler.
   • Please Note: if you are unable to remove the serial tag from the compressor, please provide a copy or picture of the serial tag. If the model and serial number is not completely legible, please print the information on your receipt or invoice.

Master-Bilt may require that you produce wholesale receipts, compressor serials tags, photos, etc. Upload the receipts and/or pictures in the File Room tab on the claim.

Please be aware that if you are called out on a job by Master-Bilt, our representative, dealer or end user to service Master-Bilt products that are not under warranty or do not fall within our warranty guidelines, or without prior approval, the claim will be rejected. Please make sure the customer is aware of this. Please obtain prior approval and a “Work Authorization Number” from any Master-Bilt service technician for service that is questionable. FOR ANY CLAIMS TO BE CONSIDERED FOR PAYMENT, THE CLAIM MUST BE ACCOMPANIED BY THE MODEL AND SERIAL NUMBER OF THE EQUIPMENT BEING SERVICED.

Note: All claims must be submitted within 30 days of the repair according to our stated Warranty Policy.