Every year, consumers spend millions of dollars on home improvements. Far too often, unsuspecting homeowners are cheated by home improvement contractors. In 1992, the Home Improvement Contractor Law (M.G.L. c. 142A) was created to protect consumers and regulate the practices of home improvement contractors.
The law established a contractor registration requirement, an arbitration program for resolving disputes between homeowners and registered contractors and created a Guaranty Fund to compensate eligible consumers up to $10,000 for unpaid judgments against home improvement contractors. Remodeling and improving your home can be a considerable undertaking. Be sure to plan carefully before investing thousands of dollars into home improvements.
Before You Begin the Project
Think about the specific design you want (consult an architect or designer if necessary) and decide on a budget.
Think about the materials you want to use. Visit home improvement centers, read magazines featuring distinctive home designs, or talk to others who have completed similar renovations.
Clearly describe the work you want done in a specification sheet and floor plan for potential contractors. When all contractors who bid on a job work from the same design description, there is more likely to be a complete and accurate bidding process.
Contact a professional building industry association for advice on the home improvement process, including the selection of a contractor.
Before You Hire a Contractor
Selecting a contractor is the most important part of the home renovation process. You should always:
Interview at least three contractors and request a written, detailed estimate.
Check with the Office of Consumer Affairs and Business Regulation to make sure that the contractor or subcontractor you hire is currently registered with the state. Click here to check a Home Improvement Contractor Registration.
Registered contractors must display their six-digit registration number on all advertisements, contracts and permits. Wherever you see the company or contractor's name displayed, you should also find a registration number nearby. The state issues an identification card to all registered contractors. Ask to see it in order to verify that the registration is valid and has not expired. If you discover that a contractor is not registered, contact our office and the Attorney General's Office to report this illegal act.
If the contractor or subcontractor is not registered, you will not be protected by the Home Improvement Contractor Law. However, there may be other remedies available to you through the court system.
There are some exceptions to the registration requirement. Contractors who do not need to be registered include installers or providers of central heating and air conditioning, energy conservation devices (excluding solar panels), landscaping, interior painting, wall and floor coverings, fencing, freestanding masonry walls, above ground pools, shutters, awnings, ground level patios, driveways and certain licensed professionals such as architects, electricians and plumbers who provide services that are exclusively within the scope of their profession. Additionally, some part-time and small job (under $500) contractors do not need to be registered.
Confirm references for each contractor. Ask the contractor for a written list of his/her three most recent projects with names, telephone numbers and addresses of the owners. Contact the other homeowners who have hired the contractor and find out if they have had any problems.
Ensure that the contractor has adequate liability insurance and workers’ compensation insurance (if necessary).
Check with the Office of Consumer Affairs and Business Regulation, the Office of the Attorney General, the Department of Public Safety and the Better Business Bureau to find out whether there are any complaints filed against the contractor or whether any disciplinary action has been taken against the contractor.
Before You Sign a Contract
Always ask for a detailed written contract, even for small projects. It will protect you and help ensure that you and the contractor understand the scope of the job and the price. State law requires that home improvement contracts over $1,000 be in writing. If contractors violate this provision, their registration may be suspended or revoked, and they can be fined or face criminal prosecution. Click here to view a sample contract.
Be sure the contract contains:
- the identification of the contractor, including the contractor's registration number;
- total price of the work;
- the payment schedule;
- a provision for changes or "extras";
- a detailed list of specifications/materials;
- start and completion dates;
- a copy of the contractor's insurance;
- a 3-day cancellation notice, informing you of your right to cancel your contract if you signed the agreement in your home, or at a place other than at the contractor's office or business;
- a permit notice warning you that if you secure your own building permit or deal with unregistered contractors, you will not be eligible for the Guaranty Fund; and
- other details particular to your job.
Be sure the contractor obtains the building permit. If you apply for the permit, you may not be eligible for compensation from the Guaranty Fund. OCABR strongly cautions building owners against applying for their own building permit. Reputable contractors will apply for the permit, acting as the owner's agent and with the owner's written authority. Only an HIC Registrant may apply for a building permit for work covered by the program. If a contractor is reluctant to apply for the building permit on your behalf, it may be an indication that the contractor does not possess a registration.
By law, the contractor cannot collect more than one-third of the cost of the contract in advance, unless special order materials are needed.
If you are financing your home improvements, be aware that contractors are not allowed to lend you the money, or act in association with any lending institution if the loan is secured by a mortgage on your home. Similarly, a contractor cannot offer you financing with a specific lender if your home is used as collateral. You have the right to choose any lender who is willing to negotiate your loan. Get a cost estimate from the contractor for the work that needs to be done, and then shop around for the best financing option.
If Something Goes Wrong
If you have a contract dispute or if you think that the job was performed in a shoddy or unworkmanlike manner, explore the following options:
Try to resolve the issue with the contractor directly.
Mediation: This allows both parties to reach a mutually agreeable resolution with the help of a facilitator. Mediation is voluntary, requiring both parties' consent. You may apply for mediation through your local consumer group, which is affiliated with the Attorney General's Office.
Arbitration: All registered contractors must, by law, agree to arbitrate. During arbitration, a neutral third party, the arbitrator, listens to both sides of the dispute, and decides whether to order the contractor to provide a refund for poor or unfinished work. You may be eligible for state-approved arbitration under the Home Improvement Arbitration Program if you can prove that:
- there was a written contract for the job;
- the contractor was registered at the time of the contract;
- the work was done on a 1-4 family, owner-occupied, primary residence in Massachusetts; and
- Your contract meets a minimum dollar amount.
If you obtained your own building permit, you may be eligible for arbitration (if other qualifications are satisfied), but you may not be eligible for a claim to the Guaranty Fund. If the contractor failed to include the permit notice in the contract and you meet other qualifications, you may have access to the Guaranty Fund.
A professional, neutral arbitrator hears the case with both parties present and makes a legally binding decision. Either party may appeal the decision in court within 21 days.
A contractor with a dispute against a homeowner may initiate an arbitration action only if both parties agree to it in the contract. However, a contractor may have a counterclaim settled by an arbitrator if the homeowner has initiated the arbitration action.
Your Request for Arbitration is subject to a fee based on the size of your claim:
|Amount of Claim||Arbitrator Fee|
|Up to $1,999||$150|
|Up to $4,999||$300|
|$5,000 to $9,999||$350|
|$10,000 to $24,999||$450|
|$25,000 to $49,999||$600|
IMPORTANT: You must file your request for arbitration no later than two years after the signing date of your written contract. For more information on arbitration, including a link to the arbitration application, see our publication: Is Arbitration Right for You?
Court Action: You may also pursue your claim through the court system. For claims under $7,000, small claims court is the least costly alternative. Consumer Affairs publishes a Consumer's Guide to Small Claims Court, available upon request. Larger claims may be more suitable to District or Superior Court. You should seek legal advice for all claims.
File a Complaint: If you believe that a contractor has violated any portion of the law, you should also consider filing a written complaint with our office, for possible action against the contractor's registration. Please note that this procedure does NOT involve mediation of individual consumer complaints, but instead entails enforcement hearings on violations of the home improvement contractor registration law. For this process, a complaint must be filed within three years of the date the contract for home improvement was signed. After a hearing on the complaint at which your attendance is required, the Office can fine a contractor up to $2,000 for each violation and/or suspend or revoke the contractor's registration. No money is awarded to consumers who file complaints through this program, even if fines are assessed. This procedure is solely for enforcement action against a contractor's registration. Visit our web site at www.mass.gov/consumer for more information about filing a complaint and to download and print the complaint form.
If You Win a Judgment or Award
If you win your case in arbitration or in court and the contractor fails to pay the award or judgment, you can apply to the Home Improvement Contractor Guaranty Fund for up to $10,000 of your actual losses. The Guaranty Fund was created as a fund of last resort for consumers who have an unpaid final judgment against a contractor. The Guaranty Fund is funded by a one-time fee that contractors are required to pay at the time of registration.
After a consumer is paid from the Guaranty Fund, the responsible registered contractor is obligated to reimburse the Fund with interest within 30 days. Failure to repay the Fund may result in administrative fines, revocation of the contractor's registration, and possible criminal prosecution.
To apply to the Fund, you must file a claim application within six months of the court judgment date or arbitration award. You must also demonstrate that all reasonable efforts to collect the judgment have been exhausted, as defined by applicable regulation, 201 CMR 14.00.
How to Access the Guaranty Fund:
To qualify for payment from the Fund, a homeowner must be able to prove that:
- There was a contract for the job.
- The contractor was registered with the Office of Consumer Affairs and Business Regulation at the time of the contract.
- The contractor - not the homeowner - secured the building permit (with some exceptions).
- The contract was for work on a pre-existing 1-4 family, owner-occupied residence in Massachusetts.
- A court judgment or arbitration award in the homeowner's favor has been issued, and all "reasonable efforts to collect" the judgment or award have been exhausted.
- A Fund application was filed within six months of the arbitration award or court judgment.
Sources of Help
To check a contractor's registration, complaint history or to file a consumer complaint:
Office of Consumer Affairs and Business Regulation
(617) 973-8787 or (888) 283-3757
To file a formal complaint:
The Office of the Attorney General
Better Business Bureau
To obtain applications for arbitration or the Guaranty Fund, a sample contract or more information about the Home Improvement Law:
Office of Consumer Affairs and Business Regulation
(617) 973-8787 or Toll Free: (888) 283-3757
For information about the home improvement process, contact professional building industry associations:
National Association of the Remodeling Industry
NARI Eastern Mass Division (508) 839-9884
NARI Western Mass Division (413) 781-6274
Builders Association of Greater Boston (617) 773-1300
Home Builders Association of Massachusetts (800) 632-8168