All About Homeowner Guarantee
The Good Contractors List (TGCL) "Good Contractor Guarantee" is designed to provide the ultimate protection for the homeowners that use the list. It is our mission to ensure that every person that trusts in TGCL to provide them a safe place to hire home service contractors will be 100% satisfied with the contractor they find and use on our list. However, it is also our mission to protect the contractors that represent TGCL. There are many unscrupulous people in the world that will try to get something for free every chance they get, even if it means lying, stealing, and making false claims against someone who has worked in their home. There are many people who find fault in everything and can never be pleased. It is for this reason that we believe that reviews are not always an accurate representation of a company. It is also for this reason that we have put procedures in place to accurately determine if we made a mistake in the choosing of our contractor or if it is an unscrupulous homeowner. (See Procedures for Acting on an unresolved Complaint)
We went to extra lengths to find the contractors that are least likely to cost us our reputation and that will deliver the kind of quality that will keep us from having to use the guarantee, so we feel extremely confident in the quality and integrity of every contractor on our list. However, in an imperfect world it is impossible not to make a mistake now and then, so we have made it clear that if we have made a mistake in our choice of home service contractor that we are willing to investigate any claim and listen to our homeowners to determine whether to keep the contractor on the list and determine the motive behind the complaint, or pay for our mistake and remove the contractor from the list.
We do not want to make this difficult for the homeowner, but there are some terms and conditions that must be in place to ensure we are all protected.
Procedures for filing a complaint:
- You must be registered with The Good Contractors List before contracting with a TGCL contractor. The only way to determine if you found the contractor from our list is to have your information in our system.
- The project must be a "residential" project directly contracted with a homeowner. TGCL does not guarantee commercial or industrial projects or guarantee any project managed by someone who is not the owner of the home.
- All claims against a contractor must be based on the written contract between the homeowner and contractor. Make sure you get a very detailed contract! We cannot guarantee something that was simply a verbal agreement. We stand behind whatever was contracted and will make all of our determinations based on what is in writing.
- The guarantee is only applied toward a TGCL contractor and does not cover other contractors that are not working directly for the contractor as an employee or a sub-contractor. In other words, if a TGCL contractor refers a contractor to the homeowner that is outside of the TGCL network and the homeowner has a bad experience with the referred contractor, TGCL cannot take responsibility for the work of the non-TGCL referred contractor.
- The homeowner must be able to provide all documentation between them and the contractor to include any written guarantees, work orders, cancelled checks, money orders, scope of work, and any other relevant documentation.
- The homeowner must fill out our complaint form within 60 days of work being completed and after exhausting every effort to have the contractor repair the problem. It is important to keep any texts, emails, and log phone attempts to contact the contractor to help us determine if the contractor is being unreasonable.
- The Good Contractor Guarantee does not cover acts of God or obvious accidents or deliberate actions that cause the contracted work to be tampered with or altered in any way. In other words, if you hire a contractor to install countertops and someone sits on the countertop causing it to crack, or if a shift in your foundation causes the work to be altered, the contractor or TGCL is not responsible for fixing the issue.
- We only guarantee the work that was specifically outlined in the original contract, not future issues that arise after the work was completed. In other words, if an electrician comes in and repairs a plug on your wall and a week later the plug next to it goes out, we consider that a separate event and unrelated to the first plug. There may be underlying situations that are related to multiple issues that may go unnoticed in the initial prognosis, so Homeowner Guarantee is to stand behind the contracted work and not to fix a potential bigger problem that is determined at a later date.
- The homeowner must first give the contracted contractor the opportunity to alleviate the problem and, if there is not an agreement reached, then give TGCL the opportunity to make right with the homeowner any issues that the contractor was unable or unwilling to perform. WE WILL NOT REIMBURSE THE HOMEOWNER ANY MONEY IF THEY TAKE IT UPON THEMSELVES TO HIRE ANOTHER CONTRACTOR TO FIX THE ISSUE WITHOUT FIRST GIVING TGCL THE OPPORTUNITY TO FIX THE PROBLEM FOR THEM.
- Make every attempt to resolve the complaint with the contracted contractor. Personality conflicts happen, but it is not a valid reason for not allowing the contractor to make good on their promise. However, it is very important that the homeowner lets us know of any actions that will shine the light on an employee or a contractor that is not representing TGCL or their company in a positive way. If we get enough complaints about the actions of a particular contractor that is making people feel uncomfortable or that could bring scrutiny on our group, then we want to know that information and will inform our contractor of the rogue employee or take actions to remove the contractor completely from our list.
- File a complaint through our online contact form within 60 days of completion of work.
- We will contact you for clarifications of the issue and at that time ask for all supporting documentation to your claim.
- If the complaint is not quality of work related, but a complaint against the actions of the contractor, then we will immediately contact the contractor and inform them of the complaint and start a complaint file. Everyone has a bad day on occasion, but it will only take a few verified complaints to determine if this is more than one isolated incident. It is our goal to provide the homeowner with the best experience possible and protect future clients from unprofessional contractors or sub-contractors associated with our hand-selected contractors.
- We will determine through investigation whether it is a valid complaint and take action as quickly as possible.
Procedures for Acting on an unresolved Complaint:
As we have mentioned, we are here to protect both the homeowner from contractors that will take advantage of them and to protect our chosen contractors from homeowners that are unscrupulous and are either not paying them or are making outrageous claims after the work is done to try to get something for free. Because of how we went about finding our contractors and because we have taken the time to get to know all of our contractors, it will be rare that we get complaints that cannot be handled by our contractors directly, but we want to be fair to all involved and give the homeowner the upper hand if they are sure that the contractor did not fulfill their contracted obligation. So we have put procedures in place that will either fix the problem at no additional cost to the homeowner or that will end up costing a homeowner more money if they are trying to take advantage of the contractor or TGCL.
- Upon hearing the complaint and seeing all the documentation supporting the complaint, TGCL will coordinate with the homeowner and the contractor a date that all will meet at the project to inspect the work.
- The homeowner will hire their own LICENSED home inspector, TGCL will hire a licensed home inspector, and both inspectors will meet at the project with the homeowner, the contractor, and a representative from TGCL to determine the validity of the complaint.
- If it is determined that the contractor was indeed in the wrong, then the contractor has 21 days to resolve the issue. TGCL will reimburse the homeowner for the cost of the home inspector and absorb the cost of the final inspection upon completion of the repair. If the scope of work requires more than 21 days, it will be determined at the time we are all together.
- If the contractor found in the wrong refuses to do the work then TGCL will remove them from the list and either bring in another TGCL contractor to finish the work or reimburse the homeowner the dollar amount needed to complete the work. IF THE HOMEOWNER HAS NOT PAID THE CONTRACTOR IN FULL THEN IT WILL BE THE HOMEOWNERS RESPONSIBILITY TO PAY THE TGCL CONTRACTOR THAT IS COMPLETING THE WORK THE REMAINING AMOUNT OF THE ORIGINAL CONTRACT. THE HOMEOWNER MAY ALSO USE THE AMOUNT THEY FAILED TO PAY THE CONTRACTOR TO HIRE SOMEONE ELSE TO COMPLETE THE PROJECT. IF MORE IS REQUIRED TO REPAIR THE PROJECT THAN THE HOMEOWNER HAS LEFT TO PAY, AS LONG AS A TGCL CONTRACTOR IS BEING USED TO COMPLETE THE PROJECT, TGCL WILL WORK WITH THE CONTRACTOR TO DETERMINE WHAT THE EXTRA COST WOULD BE AND TGCL WILL PAY THE EXTRA COST INVOLVED, UP TO $10,000.
- If it is determined that the homeowner has tampered with the project or that the claims are fabricated, frivolous, fraudulent, invalid, or without merit then the homeowner will be held liable for the cost of the inspector they hired, the inspector TGCL hired, and will need to pay the contractor in full. There will be fully witnessed and signed documentation of the inspection that will be used in the event that the homeowner does not pay the contractor for services rendered and a lien on the homeowners property is required to get payment.
We have no problem paying for poor quality if it is in fact the contractors fault. We absolutely want to know what our contractors are doing. If their work is not in line with the quality and integrity that we promise on The Good Contractors List we need to know that in order to provide the best list possible. However, we are serious about being the voice of truth for both sides. Our loyalty is to the truth and we will do whatever is necessary to side with the truth and create the best environment for both the homeowners that use our list and the contractors in whom we have put our complete trust. Feel free to let us know how our contractors are doing and help us be the best we can be for you.