Anyone with a hammer can call themselves a contractor. And that’s a big problem.
While reputable home improvement companies work tirelessly to provide first-class customer service, all it takes is one bad experience with a replacement contractor for a homeowner to unfairly lump the whole industry together.
A friend recently received an education she didn’t ask for when she hired two very different companies to work on her home.
A First-Class Customer Experience
My friend’s first project was a whole-house window replacement. The company she chose specialized in windows and had a five-star rating on Google across more than 500 reviews.
This company’s bid came in firmly at the high end of her estimates. But, she ultimately decided to pay more for peace of mind knowing she was dealing with reputable professionals.
The installation went flawlessly. The communication and craftsmanship were top-notch. My friend was pleased with her purchase despite paying a premium price.
A Home Improvement Nightmare
She then hired a low-cost local contractor to build a deck. Recommendations for the contractor were half-hearted, but she wanted to give money to someone from her town.
She just splurged on her windows, but this guy quoted her half the price of the closest competitor’s bid.
No surprise: A nightmarish experience ensued.
While anyone with a hammer can call themselves a contractor, it takes a whole lot more to become a legitimate home improvement business.
This self-proclaimed jack-of-all-trades turned out to be a one-man crew with occasional helpers. Arrival times were more like ranges he’d throw out just to give my friend enough hope that her deck would one day be completed.
When he did show up, he’d rarely put in full workdays. He seemed too busy chasing the next deposit or payment from other jobs. The too-good-to-be-true quote turned out to be just that. Throughout her project, the contractor asked for more money for materials, either because he couldn’t measure or do math, or it could have been that he kept the bid low initially to get the job.
On the rainiest days, he drove his truck through her yard to the back of her house. And then he’d exit on the opposite side.
By the end, it looked like he designed a dirt track speedway around her home. Three months later, the race track remains—with no offer to fix it.
My friend felt angry and stuck. She just wanted her new deck done and to not deal with him anymore. So, she kept paying what he asked until it was finally finished.
But it was never fully finished. It failed inspection. Months later, calls and texts to the contractor remain mostly unanswered.
Don’t Let Prospects Become Victims
I feel awful for my friend and for anyone else who has experienced this.
But I’m grateful to be building relationships with so many of you who aren’t like this nightmare of a contractor. You show up and do the right job at the right price daily. For every job well done by your team, another homeowner gets ripped off by a dishonest counterpart.
The industry is so competitive that customers don’t always know who to believe when you tell them horror stories about what could go wrong.
While anyone with a hammer can call themselves a contractor, it takes a whole lot more to become a legitimate home improvement business.
About the Author
Drew Barto
Drew Barto is director of home improvement for Pro Remodeler. He most recently served as the Director of Marketing at Energy Swing Windows in Pittsburgh. Contact him at [email protected] or 412-607-7820.