CODE OF ETHICS & COMPETENCY
CONTRACTOR
STANDARDS GUIDE
How to Choose the Right Basement Waterproofer...
The First Time. Compliments of Quality Dry Basements.
TABLE OF
CONTENTS
01
Letter from Charles Pellaton
02
Stability
02
Bank & Supplier Letter
03
Proof of Establishment
03
Business License
04
Proof of Insurance
05
Reputation
05
BBB Membership
06
Customer References
09
Workmanship
09
Warranty
10
Jobsite Photos
12
Experience & Certification
13
Professionalism
13
Standardized Pricing
14
Worker Conduct Agreement
14
No Sales Pressure Policy
14
Jobsite Cleanup Standards
15
Conclusion
16
Frequently Asked Questions
17
Contractor Standard Checklist
866-797-9755
203-529-3737
HealthyDryBasements.com
[email protected]
and [email protected]
Quality Dry Basements Corporate Headquarters
5 River Road Suite 108
Wilton, CT 06897
“I was shocked and
embarrassed when I found
out that contractors were
America’s #1 most complained
about industry.”
—Charles Pellaton,
Owner, Quality Dry Basements
How To Ensure Your Job
Gets Done Right... The First Time!
When done properly, a home improvement project makes your
home more enjoyable and is proven to be a valuable investment.
It’s usually a relatively expensive undertaking that can turn out
to be one of the worst experiences of your life if you choose the
wrong company. How can you tell if one company is any better,
any worse, or any different from another?
Industry Standards
Weren’t Tough Enough
Unfortunately, we’ve all heard horror stories about home
improvement gone bad–unfinished projects, shoddy
workmanship, projects taking longer than expected, final bills
coming in higher than quoted, and more. Even having heard the
We wanted to find a way to educate consumers about how
to choose a home improvement contractor. The industry
standards just aren’t tough enough—just about anybody with
a hammer and a pickup truck can be a contractor. That’s
why we’ve pioneered a set of standards called the Code of
Ethics & Competency. This guide calls for home improvement
contractors to uphold a high set of standards that will allow you
stories, I must admit that I was shocked and embarrassed
to find out that, for the past six years, Home Improvement
to judge beforehand whether or not a home improvement
contractor is likely to or even able to do the job right. This guide
Contracting has been in the top three areas of consumer
complaints reported in the NACAA/CFA Consumer Complaint
specifies those standards.
Survey Report.
Before you hire any company to work on your home, make
From the start of our company, we’ve always done a good job
sure you consult this guide and insist that the company
comply with every single standard in this book. If you do,
treating our customers right, and that’s why we’re still here with
many repeat customers to show for it. But we’ve noticed over
chances are excellent you’ll get exactly what you want out of
your project.
the years that some folks choose less-than-reputable companies
to do jobs for them. It’s usually because they’re quoted less
money and don’t really know how to evaluate the competition.
Sincerely,
Don’t get us wrong, we’re all for fair, honest competition, but
it pains us to see good folks risk their hard earned money with
contractors who have no track record… or worse, a bad (but
hidden) track record.
Charles Pellaton
Owner, Quality Dry Basements
866-797-9755
203-529-3737
1
#1
Stability
You need to make sure that any contractor you do business with has proven themselves in the past, and will be there if you need them
in the future. Don’t just ASK the contractor if they are stable; look for tangible proof of longevity and financial stability by asking for
the items listed on the next few pages. Quality Dry Basements has completed over 1,000 projects in the Tri-State area!
What to Look For: Supplier Letter
Why It’s Important: Letters from suppliers or trade organizations confirm the company is actually installing the products they claim
to be (rather than cheaper stuff from home centers) and that they’re financially responsible with their accounts. These letters are easy
for your contractor to get – if you’re told otherwise, they’re most likely trying to hide something.
What to Look For: Bank Letter
Why It’s Important: This signed document from the contractor’s bank will show you the financial stability and the bank’s judgment
of character of the company you’re working with. Insist on seeing this letter so you know that you’re dealing with a company that is
stable and financially sound.
2
Contractor Standards Guide Compliments of Quality Dry Basements
What to Look For: Proof of Establishment
Why It’s Important: Believe it or not, many contractors use a pickup truck and an answering machine for an office. Make sure
that any contractor you’re dealing with is substantial enough to have a real office, with all the normal business functions – reception,
accounting, customer service, etc. If a contractor does not have an office, that should tell you something.
What to Look For: Business Licenses
Why It’s Important: Make sure they’ve been operating under the same name for at least 10 years. Many contractors change
names multiple times to avoid past customer complaints and problems. Contractors who haven’t been operating under the same
name for at least five years had better have a good reason why. (Naturally, some businesses will be legitimately new – if so, get a 10
year work history of the owner and ASK questions!)
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3
What to Look For:
Proof of Insurance
Why It’s Important: You need to know if your contractor carries General Liability insurance. A sizable contractor will carry no less
than $1,000,000 of coverage. If their insurance policy can’t cover potential damages, then the contractor would be personally liable.
If he can’t cover the damages himself, you’ll have no legal recourse and will end up paying for any damages or injuries yourself.
4
Contractor Standards Guide Compliments of Quality Dry Basements
#2
Reputation
One way to judge a home improvement or renovation company is to find out what others have to say. A good reputation is earned
through years of giving good service, treating people right, doing what you say you’ll do, going the extra mile, respecting your
customers and standing behind your warranties. The following will help you accurately judge the reputation of any company or
contractor.
What to Look For: BBB Membership
Why It’s Important: Any reputable company will be a member of their local Better Business Bureau. You may want to call the
bureau to ensure their membership is current.
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5
What to Look For: Customer References
Why It’s Important: All reputable contractors carry pre-printed lists of references that they’re prepared to leave with you. The list
should include customers from at least 5 years ago to some in the recent past. A contractor should also be able to supply, on demand,
a comprehensive list of ALL customers they’ve served for at least the last 3 years.
6
Contractor Standards Guide Compliments of Quality Dry Basements
Questions? Need More Information? 866-797-9755 | 203-529-3737 | www.healthydrybasements.com
7
8
Contractor Standards Guide Compliments of Quality Dry Basements
#3
Workmanship
Most importantly, a contractor has to be competent to do the job right the first time. Competence comes from training, experience,
and good old-fashioned hard work. As you evaluate a contractor, look for signs that they can do the job right the first time.
What to Look For: Warranty
Why It’s Important: The bottom line is, a
company will stand behind the work they do
or they won’t. Only the most trustworthy and
competent contractors put their warranty right
up front to you. No fine print, no paragraphs of
endless exceptions, no pro-rating for time that
has passed.
Naturally, you’ll want to check the stability an
reputation of the contractor to make sure they’
actually be around to fulfill on the warranty
if necessary, and to find out if they’ve taken
the time and effort to fulfill for others who
have needed it. (Note: they should be able to
provide at least three customer references
who can speak to you about how responsive
the contractor was to their needs).
Questions? Need More Information? 866-797-9755 | 203-529-3737 | www.healthydrybasements.com
9
What to Look For: Jobsite Photos
Why It’s Important: A contractor who serves his customers well should be proud to present pictures of the work they’ve done. Ask
to see a dozen jobs they’ve done. If none can be produced, that should be a major warning sign.
10
Contractor Standards Guide Compliments of Quality Dry Basements
Looking For Even More Examples?
Visit our website to see more: www.HealthyDryBasements.com
Questions? Need More Information? 866-797-9755 | 203-529-3737 | www.healthydrybasements.com
11
What to Look For: Experience & Certification
Why It’s Important: Ultimately, you want to find a contractor that’s done hundreds of jobs like yours. If they have, chances are
they know what they’re doing. Think about it though, what contractor is going to tell you they don’t have experience with your kind
of project? So, since you’re not a home improvement expert, how can you tell if they know what they’re doing? Here are 2 questions
most contractors hope you’ll never ask. The answers will give you a very good feel for their level of experience:
t
How many projects like mine has this person (or crew) done?
t
What kind of training or certification do they have?
12
Contractor Standards Guide Compliments of Quality Dry Basements
#4
Professionalism
Most importantly, a contractor has to be competent to do the job right the first time. Competence comes from training, experience,
and good old-fashioned hard work. As you evaluate a contractor, look for signs that they can do the job right the first time.
What to Look For: Standardized Pricing
Why It’s Important: You may find that estimates for identical work may vary greatly. Look for a company or contractor that adheres to
standardized price lists. Otherwise, they’re at liberty to charge you pretty much any amount they think you’ll pay.
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13
What to Look For: Worker Conduct Agreement
Why It’s Important: This compliance agreement, signed by the workers, is a 17-point contract prohibiting the use of alcohol, drugs,
foul language, misconduct, or other bad behavior on a job site. It also gives appearance standards. Keep in mind that not everything
is perfect, but this agreement will greatly reduce the likelihood of problems.
What to Look For: No Sales Pressure Policy
Why It’s Important: Many unethical contractors will resort to high-pressure sales tactics to get you to buy before you’ve had
an opportunity to do proper due diligence on them. If you know nothing about the contractor prior to the sales call (from literature,
references, online information), and they give you a low-ball price “but only if you buy right this minute,” you should be wary. Any time
you feel uncomfortable or unduly pressured in a sales environment, you should ask the contractor to “back off.” Reputable companies
will have a no-tricks, no-pressure sales pledge signed by the owner, sales manager, and each sales associate.
What to Look For: Jobsite Cleanup Roster
Why It’s Important: Your home and yard should be cleared of large debris, and dangerous materials daily by the crew. After the job
is completed, a total home clean-up should take place, including nail/screw detection (with a specialized magnet) and removal of any
hazardous materials in your house or yard. Make sure your contractor has a pre-determined daily jobsite cleanup routine, and a more
thorough cleanup routine upon completion of the job.
WORKER CONDUCT COMPLIANCE AGREEMENT
As a worker for Quality Dry Basements , you must agree to abide by the principles and precepts of our Code of Ethics
and competency. Any violation of these principles will be grounds for written warning; multiple violations will be
grounds for termination.
I ________________________________ agree to abide by these guidelines when working on job sites for
Quality Dry Basements .
For All Workers
1. I will not smoke inside the customer’s home.
T use foul language on the jobsite.
2. I willENnot
11POIN
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must
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8.
I
will
put
trash
in
the
proper
container
and
leave
the
jobsite
clean
at
the
end
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each
work
day.
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of each day.
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________
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14
Contractor Standards Guide Compliments of Quality Dry Basements
#5
Conclusion
Dear Homeowner,
When you’re hiring someone to do any type of work in your home, remember it’s your money and your home. Be sure you get
everything in writing, ask all the questions on your mind and clearly understand the answers you receive.
Besides what we’ve mentioned here, there are several other ways to gather information on a company before giving anyone a dime.
Check with consumer-to-consumer reporting groups like the Bad Business Bureau, at www.badbusinessbureau.com, Angie’s
List at www.angieslist.com or simply search the company name (in all possible forms), along with the word “complaint” on the
internet. For example, to find information on our company, search the phrase “Quality Dry Basements“ (minus the quotation marks
of course).
If all this makes sense, and you are curious about our approach to home improvement, please give us a call. We’ll be happy to answer
all of your questions for free.
As part of our commitment to our previous and potential new customers, at your request, we will set up a time to come to your home
to answer your questions and concerns. At this time we can also determine if we can meet your home improvement needs.
We provide this as a FREE, NO OBLIGATION, service for you and your family.
Remember that when Quality Dry Basements visits your home, we are not going to use high-pressure sales tactics. It’s simply a
chance for you to meet us and see if our services can benefit you. If, after our meeting, you believe there is no benefit to be derived
from working with us, we simply leave. But if you do find that you would like our help, we will discuss how we proceed from there.
I can’t think of a better way to work. Can you?
If you think our approach is fair and honest, please consider Quality Dry Basements for your home improvement needs.
Best of luck with your home improvement plans!
Sincerely,
Charles Pellaton
Owner, Quality Dry Basements
866-797-9755
203-529-3737
Questions? Need More Information? 866-797-9755 | 203-529-3737 | www.healthydrybasements.com
15
#6
FAQ
Q: Are you saying that you are the only company in
the area that can uphold these standards?
A: Most companies cannot uphold them, but there are
several good, honest contractors to be found. Just be sure
to take the time and use this guide to make sure before you
hire anyone.
Q: Can a contractor just “fake” these standards?
A: Not likely. Most shady contractors that don’t put any effort
into making their businesses good, also won’t put effort into
faking these standards. It’s a lot easier for them to just move
on to their next unsuspecting victim.
Q: What if a contractor says they can do all these
things, but can’t show the proof?
A: Don’t settle for lip service. Demand to see the
documentation for every single standard on the checklist at
the end of this guide.
Q: Are there any other things I should look for or
watch out for that aren’t listed in the
pages of this guide?
A: Look for some of these telltale signs of contractors who
shouldn’t be trusted:
t
Main phone numbers that ring to cell phones
t
Main phone numbers that are never answered by a
receptionist
t
Trucks without signage on them
t
No business cards or cheap/homemade business cards
t
Few references available
t
Unresolved BBB complaints or no report at all
t
Prices that are unusually low compared to other bids
t
No website or very poor website
t
Ability to start on your job immediately—no backlog
t
Unwillingness to give any information without being
asked first
An Ounce Of Prevention...
It’s been said that an ounce of prevention is worth a pound
of cure. When the stakes are high—your home and your
wallet—that saying is even more true. We hope that by
reading this guide you feel more prepared to evaluate home
improvement contractors and make the best decision for
your family.
16
Contractor Standards Guide Compliments of Quality Dry Basements
#7
Checklist
What To Look For
Bank & supplier reference letters
Pictures of owner, buildings, personnel, etc
Insurance certificate
Business license
Memberships
Customer References
Warranty
Jobsite Photos
Experience
Lead-Safe EPA Certification
Standardized Pricing
Worker Conduct Agreement
No Sales Pressure Policy
Jobsite Cleanup Roster
Quality
Dry Basements
Contractor A
Contractor B
3
3
3
3
3
3
3
3
3
3
3
3
3
3
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17
Questions? Need More Information?
Please call or visit our website.
Toll-Free: 866-797-9755
203-529-3737 (Connecticut)
516-406-4907 (Long Island)
914-258-6059 (Westchester)
www.HealthyDryBasements.com
[email protected] and [email protected]
Quality Dry Basements Corporate Headquarters
5 River Road Suite 108 · Wilton, CT 06897