Construction Everywhere, Consumer Protection Efforts Intensify

Spending unprecedented hours at home for the better part of a year has led to increasing numbers of people deciding that some aspect of their home needs some serious work.  Which has kept all nature of contractor busy for much of the pandemic, amidst precautions and protocols.

As of mid-August 2020, nationally 61% of U.S. homeowners had taken on home improvement projects since March 1, according to a NerdWallet survey conducted online by The Harris Poll.  While fresh data is not readily available, anecdotally home improvements haven’t slowed.  And some offices are changing their physical layout as they prepare to welcome back at least some of their employees in the weeks ahead. A survey by the website porch.com found that 78% of U.S. residents “plan to undertake at least one home improvement project in the next 12 months.”

The rush to construct has led to a fresh round of warning guidelines from the Better Business Bureau in Connecticut, as the state’s Department of Consumer Protection (DCP) highlights safeguards that consumers should be aware of.

DCP indicates that “Getting any work done on your home requires hiring the right person to do the job. When considering a home improvement job, consumers should be prepared to talk with multiple contractors, ask for references, and ask about their experience completing the type of work you need done.”

All Home Improvement Contractors, New Home Construction Contractors, and Home Improvement Salespeople must be registered with the Department of Consumer Protection. The law requires that a written, signed and dated contract be prepared for every home improvement job, according to DCP.

Across the country in 2020, BBB received over 228,000 inquiries on the website BBB.org regarding home improvement contractors. The organization reports that consumers turned to BBB to help them find a trustworthy contractor by checking ratings, history of complaints, and reading customer reviews.

Officials at BBB emphasize that “a trusted and vetted contractor” is important, noting that some contractors focus on a specific type of project, like plumbing or tiling or painting, while others will work on any type of project. For larger projects, a general contractor may also serve as a project manager, working with other vendors to get all the work done.

Hire the wrong one, they warn, and you could be facing a wide range of problems from unfinished work to being sued if workers aren’t paid.  BBB offers a series of tips for consumers:

·     Research. Search for a contractor’s Business Profile on BBB.org for free information on their history of complaints, read verified Customer Reviews, and see if they are an Accredited Business.

·     Ask for references. Ask the contractor for a list of recent local references you may contact. Ask the references about the services performed, quality of the work and their overall experience with the contractor. Ask if the contractor stuck to the estimated budget and completion date for the project.

·     Obtain multiple quotes. You should always shop around and get at least three quotes from different businesses. Make sure all bids consider the same set of criteria. Remember that the lowest bid may not necessarily be the best bid; if one bid is significantly lower than the others, the contractor may be cutting corners or may not understand your work requirements.

·     Get it in writing. Always get estimates in writing and never let any work begin without a written and signed contract. Don't be pressured into signing an agreement before you are ready and make sure you read and understand everything before signing. Ask questions if you do not understand any part of the contract.

·     Verify license and insurance. Always be sure that the company you decide to work with has the necessary licenses and insurance to work in your region. In Connecticut, you can use elicense.ct.gov.

·     Never pay in full up front. Create a payment schedule so your final payment is not due until the work is complete and you have fully inspected it. Do not pay cash; make sure your check is written to a company, not an individual, or that you use a credit card. Paying with a credit card will provide some recourse should the job not be completed as stated in the contract.

·     Keep all documentation. Hold on to your receipt and contract for future reference or if any questions arise after the work is complete. Make sure you are aware of your warranty coverage and how to deal with service issues.

The business news website CNBC reported last summer that “those working on outdoor spaces saw the biggest increase in demand, with searches for pool and spa professionals three times what they were a year ago. Not far behind, landscape contractors, deck and patio professionals all saw more than double the demand.”

DCP offers a guide for consumers, and additional information for contractors and consumers.  If consumers have complaints regarding a Home Improvement Contractor, the best way to file with DCP is to fill out this complaint form, and email it along with any other helpful information such as contracts, receipts, permits, and accounts of your conversations with your contractor to dcp.complaints@ct.gov.