A LOT of unethical contractors play fast and loose with rules and build badly or use crappy materials. They’ll also break the rules of good faith that should be part and parcel of any relationship between a service provider and his customer: act professionally, create a culture of respect, have open and honest communication and work to a reasonable standard of expectations.
Dishonest contractors break these rules because they know many of their customers don’t know when they’re being played — when they can tell the contractor to take a hike. They forget they are the boss and allow these contractors to prey on their ignorance to make a quick buck and then disappear into the night.
I’m here to tell you that, as a customer, you have rights when dealing with a contractor. That’s why I’m proposing my own Customer Bill of Rights. And just as if it were written in the Charter of Rights and Freedoms, the rights here are inalienable. No one can take them away from you.
It looks like this.
1. You have the right to receive a written contract.
I don’t know how many times I’ve said this, but a verbal contract isn’t worth a damn for any renovation job. Always, always, always insist on getting a written document from a contractor — signed by you and him — that clearly and precisely describes the scope of work he’s about to undertake.
Leave nothing to chance. Insist on details. And whatever you do, don’t let a contractor talk you into leaving portions of the document blank or open-ended. Always err on the side of documenting too many details. If the scope of work changes over the course of the job — and you both agree it has changed — make a formal, signed amendment.
It’s your right to get it in writing.
2. You have the right to expect regular, honest communication.
On any job, not everything always goes according to plan. The unforeseen occurs — late deliveries, unexpected site conditions, personal emergencies — and people have to adapt to these challenges as best they can. Good contractors know that they must be honest and open to keep their customers happy.
If something goes wrong on a job, you have the right to be informed. If a product you specified is substituted for another, you have the right to be informed. If the project is going to be delayed by an extra day, week or month, you absolutely have the right to be informed.
Exercise this right by being vigilant, asking questions and expecting your contractor to supply detailed and honest answers promptly. If you can be around the job site at all times, check in with the contractor a couple of times each day. (If you can’t always be on-site, visit at least daily.) Ask about progress and compare that against the project schedule. If you think something looks like it’s about to go off the rails, say so. And ask how the contractor plans to get things back on track.
It’s your right to know.
3. You have the right to set high expectations.
Setting high expectations on your job site isn’t about pointing out brush strokes the painter left behind or popped nails that need to be tapped back in; it’s about holding your contractor to a high professional standard. It’s about ensuring the contractor cares about his work and your home as much as you do.
That means he should carry some accreditation or licence. He should get a building permit. He and his crew should perform work in a safe and tidy manner. He should welcome your input and willingness to inspect his work regularly. He should even be proud to have a professional building inspector look over the job. He should also understand you’re not prepared to pay for work with which you’re not completely satisfied.
It’s your right to set the bar high
4. You have the right to feel at ease.
When you’re negotiating with a contractor, it’s easy to feel intimidated. He’ll use jargon and technical terms to try to impress you. The good contractor takes the time to explain complicated ideas in simple terms. He wants to make you feel comfortable and to build a trusting relationship.
At all stages of the job, you should expect your contractor to go the extra mile to explain things. I’m not suggesting you follow behind the contractor and ask why he drilled a hole in one place rather than another, but I am suggesting you should feel comfortable asking questions about things like scheduling and material selection (especially when either affects budget) and during the final walk-through.
It’s your right to expect respect.
5. Customers have responsibilities, too Rights are always balanced with responsibilities. Just as we expect others to respect our rights, we must behave in a way that respects others’, as well. This balance applies on the job site, too.
As a customer, you must:
â communicate clearly;
â recognize when to trust an expert’s advice;
â understand every decision you make affects progress;
â pay in a timely, agreed-upon manner.
— Postmedia News
Catch Mike in his new series, Holmes Inspection, airing Thursdays at 8 p.m.
ET/PT on HGTV. For more information, visit www.hgtv.ca. For more information on home renovations, visit: makeitright.ca
