- Office of Consumer Affairs and Business Regulation
Massachusetts is a competitive marketplace with more than 30,000 home improvement contractors operating across the Bay State. While most contractors operate in a professional manner, it’s important to know what to do if something goes wrong.
The Massachusetts Office of Consumer Affairs and Business Regulation (OCABR) Home Improvement Contractor (HIC) program helps homeowners make informed hiring decisions through its Contractor Search Tool available at the MA Contractor Hub. Homeowners can look up a contractor’s registration status and also see if any disciplinary history is associated with the registrant. The program also provides an opportunity for homeowners to file a complaint if they believe a contractor is violating state law.
The HIC Complaint program oversees allegations made against contractors. If a homeowner wants to file a complaint, it is important to first understand eligibility criteria: the home where the contractor is working must be an existing, owner-occupied, primary residence in Massachusetts with one to four units. Complaints will not result in a monetary award for the homeowner but may result in disciplinary action being taken against the contractor after an enforcement hearing. Possible discipline includes fines, and/or suspension or revocation of the registration.
Some issues that may give rise to a complaint include:
- Home improvement work is incomplete or defective;
- The contractor abandons the project; or,
- The contractor keeps money not owed to them because of incomplete or abandoned work.
If this happens, you should keep detailed records and submit a complaint through the MA Contractor Hub. A complaint submission should include:
- A brief summary of the allegations against the contractor;
- Copies of payments made to your contractor;
- Up to five photographs relevant to your complaint; and,
- A copy of the signed contract between you and the contractor.
What should you expect to happen after you submit a complaint? Our office reviews your complaint for possible violations of the Home Improvement Contractor Act. If any are identified, the complaint is processed and scheduled for a hearing before a hearing officer.
Our office will contact the contractor when the complaint application is complete. The contractor will:
- Receive physical mail and an email that a complaint has been filed along with a copy of the complaint and the supporting documentation; and,
- The contractor will have 30 days to provide a written response to the complaint.
During a virtual hearing, the hearing officer will hear testimonies from the complainant/homeowner, the contractor, and other relevant witnesses. The hearing officer will issue a written decision following the hearing.
Depending on the outcome, action may be taken against the contractor, including fines, and/or suspension or revocation of the registration. While a contractor may appeal an adverse decision against them, a complainant/homeowner cannot file an appeal since they are not a party to the proceedings.
If you need to submit a complaint against a contractor, visit the MA Contractor Hub. Read “File a Complaint Against a Home Improvement Contractor” to learn more.
