Diligent research essential when looking for a contractor
Most contractors are honest, have any licenses that are required for the type and size of jobs they do, and stand by their work. They range from handymen to kitchen remodelers to homebuilders.
But some do shoddy work and some take the consumer's money and never start the job at all. Nothing is more disheartening for us at the BBB than to get a complaint from a consumer about a horrible experience with a contractor who already had a bad record with us when the consumer entered into the transaction. Pulling our report on a company is quick and easy – and free – and can save you a lot of money and grief.
A consumer hired a contractor to build an outdoor kitchen and paid the full $20,000 cost up front. In the complaint he said:
h The project was to take 6 weeks and it's been 7 months with excuse and lie after lie.
h The roof and plumbing that has been done is improper and leaks. Some of the leaks are right on electrical work which is plain dangerous.
h He has promised a resolution at least 2 dozen times that never materialized.
If the consumer had pulled our report on the contractor beforehand, he could have read a complaint from an earlier customer who had a similar experience, including that when she “walked on the kitchen floor he installed, the tiles would move and make noise.” We didn't have a report on the contractor when she engaged him, which is a red flag with this kind of business.
Consumers aren't the only victims when a contracting job goes awry. It's a lost opportunity for an honest and competent contractor.
In choosing a contractor, don't be overly influenced by ads. Another contractor with an F rating from the BBB bought a top listing on Google. And research a contractor even if he's recommended by one of the home improvement websites.
Consider getting multiple bids, particularly for large jobs, and be sure you're comparing apples to apples. One contractor's bid may be higher because his materials are better quality. A particularly low bid may fall into the category of “you get what you pay for.”
Check the contractor out with the BBB. If you don't have one in mind or the one you were considering has a bad record, we can provide a roster of BBB Accredited Businesses that can do the job. We verify their licenses when they apply for membership and annually when they renew.
Get everything in writing, don't rely on oral promises, and don't sign a contract with blank spaces. It should specify expected start and completion dates and describe warranties and guarantees.
Don't accept vague descriptions of the work such as “replace the roof.” That leaves a lot of room for disagreements about materials, colors, removal of debris and so on.
Verify the contractor has workmen's compensation, property damage, and liability insurance; and is properly bonded.
It's okay for a contractor to ask for a deposit or an advance to buy materials, but try not to pay more than a third up front.
Consumers frequently complain to the BBB that after paying all or most of the cost in advance, they lost all leverage in getting the contractor to deliver on his promises.
Randy Hutchinson is the president of the Better Business Bureau of the Midsouth. Reach the BBB at 800-222-8754.