Contractors Bad for Homeowner Health?

How to Get Over Contractor Fears

Hiring a contractor is something most home owners will have to do at some point. Maybe you’re looking at one to build your house from scratch. Perhaps you’re considering a contractor to remodel your kitchen, bathroom, or living room or maybe you’re just adding another bedroom to the house. In any case, it’s a daunting task, one that many homeowners are fearful of because of contractor horror stories. But that’s why we’re here to help. By the end of this article you should have enough know-how to take the fear out of hiring a contractor.

Why Owners Hate Contractors

Home improvement contractors are scorned every year in annual consumer complaint surveys, ranking at or near the top of the pile in terms of grumbles about shoddy workmanship, poor performance and a whole host of other categories.

Why do homeowners have such negative feelings? A major remodeling project -- something that usually involves a lot of time, money, and inconvenience -- is a big deal. So it’s little wonder that homeowners are often scared, sometimes emotional, and in a few cases even irrational. What causes these fears? Here are the items that worry most homeowners:

1. Crooks. Almost every homeowner begins the remodeling process with emotional baggage. If you watch television, read the newspaper, or listen to the radio, you will inevitably read or hear stories about unscrupulous home improvement contractors. In these stories, some unsuspecting homeowner was taken advantage of and lost thousands of dollars. Therefore many homeowners don't even trust professional remodelers. They're afraid they will hire a crook, or they fear that someone working with the contractor will get into their home and steal something.
2. Money. Most homeowners do not understand the difficulty and expense of remodeling their home. Most homeowners underestimate the true cost of remodeling. The reality is that integrating new work and materials with old ones is often a difficult and expensive process. The uncertainties that arise during the remodeling process make it even more difficult. Once a remodeling project begins, the work may expose dry rot, termite damage, bad or outdated electrical wiring, insufficient load-bearing capacity, or other challenges. Whether planned for or not, these problems must all be fixed.
3. Disappointment. Homeowners can work with a set of plans for months and still not fully understand what their projects will look like until the walls start going up. After extended design time and a lot of money, homeowners will say "it's not what I wanted!" Often, two-dimensional building plans do not provide enough information for most homeowners to clearly visualize what their projects will look like when they are finished. Most homeowners fear, that after spending all that time and money, they won't have what they wanted.
4. Disruption. Remodelling is tremendously disruptive and invasive. Homeowners can be without their kitchens for weeks or longer. They can be without bathrooms for an equally long time. A major remodeling project can disrupt just about every routine a household may follow.
5. Control. Many homeowners say they're afraid that once their home remodeling project begins, that the all the unknowns involved in the project will leave them feeling out of control. Because so much is out of their control, many people experience a lot of fear during the process. Their homes are usually one of their biggest investments, and they're spending a lot of money. They want guarantees, but remodelling a home involves unknowns. Therefore remodellers can't always provide the kinds of guarantees that homeowners want. They have to trust their remodellers.

The Other Shoe

Why do consumers complain so much about contractors?  Maybe, it's human nature. You want something, and to get it, you hand over control of your lives to a perfect stranger for a few days to several months, and pay that person a lot of money to do it.

As the dust fills the house, as the delivery people park on the front lawn, is when you search in vain for some place to get away from it all and you can't. You begin to question why you did this to yourself, and, no matter how nice the contractor is and how wonderful his work is, you start to resent the man and his crew.

There are good contractors out there, a lot in fact. Like any business, if you want to thrive you have to have a good name, which means it’s usually in the contractors benefit to be a conscientious and honest business man. So that being said, why are there so many complaints? For a better understanding, you'll need to step into the contractor's shoes for a bit.

Most contractors are small time. This means one guy and perhaps a helper, depending on subcontractors, for the work he knows how to do but couldn't do in a timely or cost-effective manner. A lot of general contractors can install a ceiling fan, for example, but prefer bringing in an electrician to do it.

The contractor is at the mercy of his subcontractors and his suppliers. If the sub's other job is delayed, your job is too, and there is really nothing the contractor can do about it. You are free to suggest that the contractor bring in someone else; however, the contractor spends a lot of time developing working relationships with his subs, and the last thing he wants to do is to ruin things.

Be patient. The best contractors are craftsmen first, and businessmen second. Sometimes their spouses help them with the paperwork and answer telephones from consumers, but many try to handle everything on their own. While a contractor is working for you, he is out giving estimates and setting up new jobs that he'll tackle once yours is done.

Estimates are, in fact, the biggest sore point with a contractor. He knows that consumers are being told to get as many as possible before making a decision, so he assumes that he won't get the job and doesn't always present a plan that captures the prospective client's attention.

Your job is to be honest up front, telling the contractor how many are in the running and, based on his estimate, how good a shot he has at getting the job. The contractor generally believes that you will go with the low bid, no matter what. You need to convince him that you are willing to pay a reasonable amount above the lowest bid for quality work.

Professional remodellers understand that they are selling a service and a process rather than a product. The best ones understand they must manage the construction process, be aware that they are providing a service, and recognize the emotional concerns which homeowners face.

Homeowners, in turn, need to be guided through every step of the remodelling process. They must trust their remodellers and feel certain that the contractor will not abandon them, no matter what.

What is it that consumers should expect?

• Consistency. Remodellers need to set up and follow consistent routines.
• Honesty. They need to tell homeowners what will happen each week and acknowledge any mistakes.
• Keeping Promises. Remodellers must keep their word. They must fulfill on the promises they make.
• Reassurance. Consumers want to know their remodellers will be there to answer their questions and concerns -- and that includes answering questions after work has been completed and checks have been cashed.

Experienced remodellers realize that a major remodelling project is an emotional time for homeowners and gear their efforts towards reducing homeowners' fears. Contractors understand there will be delays, surprises, and upsets -- it happens and the trick is to help consumers weather such problems. The reward, of course, is a better project, greater consumer satisfaction, and word-of-mouth recommendations that money can't buy.

Tips to Avoiding the 6 o’clock News

Everything else being said, there are still unscrupulous contractors out there. Strangely, we spend more time choosing cars that begin to lose their value once they are driven off the lot, than on renovations that cost five times more and are designed to add value to what is our largest and most important investment. Before you flip a coin or select a name at random from the Yellow Pages there are a few things you should consider. A little research will help you select the good apples from the bad ones.

• If possible, limit your choices to local contractors; they're usually less expensive.
• Obtain a minimum of three bids before signing a contract. The greater your pool of choices, the greater your chances of landing the best contractor for the job. All terms in the bids should be similar, and all details should be in writing. Depending upon the job in question, you should have the contractors visit the site before bidding on the project.
• Make sure that the contractors are licensed and have liability insurance.
• Inquire about the contractors' previous experience, and ask for references. How many jobs have they completed? Have they had any formal training in installing the specified product or system? You should also check their record with the Better Business Bureau.
• Include in the contract the dates on which you expect services to begin and end. This protects you from contractors who begin jobs very late or leave jobs and return at much later dates. Homeowners lose money when contractors are late because the savings the project would have incurred had it been installed are lost.
• Never fully pay contractors before they begin the project. Pay the contractors in installments -- at the beginning, the middle, and the end of the job, for example.
• Find out if the contractor will allow you to buy his or her materials. Sometimes the materials are less expensive when you purchase them yourself.
• Note whether you need permits and whether permits are included in the contract. Some contractors require you to purchase and obtain these yourself. Obtaining permits is a time-consuming process that can last several hours. If the contractor is obtaining the permits and is being paid at an hourly rate, find out if he or she is charging by the hour to obtain the permits.
• Beware of contractors who bid much lower than other contractors for the same job. You should thoroughly read and understand the contract before signing it. Make sure that a cancellation form is attached as required by consumer protection laws. This allows you to cancel a contract worth more than $25 before midnight of the third business day after the transaction.
• In addition, avoid contractors who exhibit poor communication skills, are impatient and do not listen to you, or situations in which the contractor is not accessible. Your needs as the homeowner should be addressed, not just the work at hand. Your contractor should also present examples of previous projects if asked, along with references. Don't hesitate to call those references -- a reputable contractor will be happy you did.

When you’re spending thousands of dollars you want to be careful, so here’s some warning signs that indicate the contractor you are talking to might be untrustworthy:

• You can't verify the usual information -- name, address, phone number or credentials.
• The contractor is high-pressure.
• The salesperson says an offer is only available "today."
• No references are offered.
• Information is out of date.
• You can't verify license or insurance information.
• You can't find the company name in the phone directory and is not listed with the Better Business Bureau or with a local trade association.
• The contractor doesn't inform you of your right to rescind the offer within three days.
• Answers are vague or reluctant.

Surviving the Ordeal

No matter whether you're undergoing a two-week or two-month remodel, you'll need to know how the process will go - how you'll cook if you're going through a kitchen remodel, how you'll shower and primp for work if you're having a bathroom remodel and how you'll live with a work crew and materials scattered about your house.

As you sort out the details of your project with your contractor here are some tips to ensure your project goes smoothly and your life can stay as normal as possible. For starters, be sure to:

• Spell out the process. Ask the contractor what specifically will be done, when, and how long each task will take.
• Plan for extra storage. The contractor is going to have extra tools, materials, and equipment in the house to complete the project, so you'll want to find a good spot for them.
• Have the contractor's phone number handy. Also, you should designate one family go-to person so wires don't get crossed and communication and direction stays clear and consistent.
• Plan for the logistics. This involves all the delivering, shipping, and ordering of materials for the job.
• Check locks and keys. You might need to share keys with the contractor. Be sure you know who is responsible.
• Keep clear. Make sure you, your kids and pets stay out of the way of the work crews.
• Expect the unexpected. There are myriad of things that go askew during a remodel - the bigger the project, the greater the potential - like late deliveries, strikes, wrong parts, adverse weather, on-the-spot changes, and the like.
• Expect high standards. Expect high-quality workmanship, but don't expect to get too much more than you're paying for.
• Protect your household items. Cover furniture and carpeting. A lot of dust typically kicks up, so you may want to put some furniture in storage and have draperies cleaned. A good contractor will help you cover and protect the work area.
• Keep your cool. Staying calm and flexible is key in ensuring a smooth project.
• Treat the workers nicely. A word of appreciation, a cup of coffee or a cold iced-tea on a hot day goes a long way.
• Try not to question every step. Workers are following orders and construction specs. Keep your discussions about the project with the authorized contractor.
• Plan ahead to do without water or power if lines are shut off.

If you're going through a major remodel, you may want to think about renting or staying with relatives or friends, especially if your kitchen appliances are inaccessible during the project. If you do that, be sure you stay in close contact with your contractor and that you check on the progress on a regular basis.

Also, check your insurance coverage before the work begins. If the new work is damaged or destroyed before additional coverage takes effect, you could be responsible for repair costs, according to the Insurance Information Institute.

Home insurance policies typically require that you insure your home to at least 80 percent of its replacement cost. About 25 percent of remodeling projects result in a home value increase of at least 25 percent, according to the Independent Insurance Agents of America. In such cases homeowners insurance needs to be increased to provide adequate coverage.

In Conclusion

Remodelling projects are never simple, and mistakes can and do happen, sometimes despite good intentions. For major decisions as well as the finer points of your project, maintain a single point of contact with your contractor; and keep the lines of communication open with your team of subcontractors, encouraging them to approach you with any questions or concerns they encounter. Communicating more frequently and openly with your contractor and his or her team means you'll be left with a finished product that most closely meets your specifications.

This paper is intended for informational purposes only. Nothing contained herein constitutes legal, financial or other professional advice. Transmission of these materials is not intended to create, and receipt does not constitute, any relationship of any kind between the provider and the recipient. Some of these points may not apply in your area. Different term and conditions may vary from state to state and province to province. All articles, text and photographic material presented here is for the use and pleasure of the recipient only.

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