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Consumer Beat |
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Repair ScamsThe story of an driveway paver who was found guilty of unfair business practices when working for consumers in Sarnia and London, Ontario, and who consumers from Belleville to Woodstock say took advantage of them, serves as a caution to people who want paving work done this year. The resurfacing work was done so badly that one owner's vehicle sank into the asphalt when it was parked. A roofer recently pleaded guilty to the charges under Ontario's Business Practices Act, which involved taking deposits for up the half the total estimate of roofing work he failed to complete for five Ontario families. How can a consumer choose a good home repair company?The Marketplace Standards and Services Branch at the province's Ministry of Government Services says companies that offer a much lower price than the competition may use inferior materials or skimp on proper installation techniques. While a warranty will probably be offered with the paving or roofing it may be useless if the company cannot be found later or goes out of business. Complaints about door-to-door home repair and renovation companies were sixth on the ministry's top 10 list of consumer problems in 2001, so Dowler advises consumers to be especially wary when repairers come calling. Some legitimate companies may solicit work in a neighbourhood if they have a few jobs there already. However, most consumers say they are satisfied with work done by paving firms they have found on their own or through references from friends rather than by companies that happen to be working on their street that week. The ministry does receive some complaints from people who have dealt with reputable firms, paid fair prices and still received poor results. Dowler says these are usually the easiest complaints to resolve, because the firms will honour their warranties to protect their good names. To help consumers avoid difficulties with residential repair jobs, the ministry offers these tips: Start by contacting a few companies. Ask three companies to look at the job and give you a written estimate. Never accept an estimate over the telephone or without the contractor inspecting the area. Many consumers find they get good service when they deal with local firms. If repairs are needed and the company's equipment is far away you may have trouble enforcing the warranty. Ask for references and check them if the company hasn't been personally recommended to you. If it has been recommended, but the work was done more than a year ago, check to see if the firm has changed hands. It may be necessary to call new references. Most roofing and paving problems will surface within a year after the work is done, so if work done last June is still in good shape, chances are it will last. Expect to be asked some questions. The company should want to know your requirements in terms of the quality of materials. In driveway paving, they'll ask whether or not heavy vehicles will be parked on the driveway and the age of the house. Owners of new homes are often advised not to have driveways paved or major landscaping done until two years after construction, to give the ground time to settle. Make sure the estimate includes all the work to be done. Whatever the project, make sure it is fully hammered out in the contract. If a company asks for a very large deposit, or the price sounds too good to be true, find another company. Fly-by-night operators may disappear with your cash. Never sign a blank contract. Does the person who arrives at your door with printed business cards and prepared contracts the company always represent a legitimate company—perhaps not, those materials may just be part of the attempt to deceive you. When you are ready to sign a contract, make sure all the prices are broken down, and that the materials and work specifications are spelled out. Always get a written contract before the work begins and make sure it includes the name and address of the contractor. Ask about the warranty. Make sure it is clearly spelled out in writing. Most reputable pavers offer one-to-three-year warranties and roofing materials are generally insured for five to 15 years. For information on issues of consumer interest, contact the ministry's Consumer Services Bureau at (416) 326-8800 in Toronto, or toll free at 1-800-889-9768. For people with hearing or speech impairments, please call (416) 325-3408 or 1-800-268-7095 (TTY). |
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