The eleventh annual consumer complaint survey conducted by the National
Association of Consumer Agency
Administrators (NACAA) and Consumer Federation of America (CFA) in 2002 revealed
that home improvement contracting
topped the list of consumer complaints filed with state and local consumer
protection agencies.
Home improvement not only came in as the most common complaint to consumer
agencies in this survey, but was also named as the fastest growing complaint
category and the type of industry in which a company is most likely to go out
of business and to reopen under another name.
This is a serious problem for reputable home improvement companies who are faced
with the difficult challenge of establishing trust with consumers who are
justifiably apprehensive and afraid.
Our mission is to:
• officially recognize highly qualified contractors that meet or exceed certain
industry standards
• arm consumers with facts about several Government Sponsored Home Improvement
Loan Programs that some deceptive contractors have used in the past to take
advantage of homeowners
• inform and educate consumers on what to look for when selecting a contractor
• give consumers peace-of-mind by pre-screening contractors using guidelines
recommended by The Federal Trade Commission and consumer protection agencies
• bring about peaceful settlements or compromises to complaints that may arise
between consumers and contractors through mutually agreed upon mediation
We will achieve our mission by building a nationwide network of contractors who
agree to abide by the NRIA code of ethics, which imposes guidelines on the way
contracts are written, how disputes are resolved, how products and services are
advertised, and how contractors price and warrant the products and services
they sell.
As required, NRIA Authorized Contractors must provide a current business
license, current contractor
’s license, proof of insurance coverage and trade references. Copies of these documents remain in the contractor’s compliance file at our headquarters. We also periodically obtain a current copy of each contractors local consumer
protection agency report just to make sure there are no unresolved consumer
complaints and that they maintain a consistent, satisfactory record.
Consumers benefit from our program because we provide them with all of this
information up front which provides peace-of-mind knowing that they are dealing
with a reputable, credible contractor with a proven track record.
It is an added layer of protection for consumers and the service is FREE of
charge.
All of our Authorized Contractors are also required to offer discounts off of
their retail pricing which is another benefit to consumers.
Every contractor has pledged to offer specific discounts and they are required
to offer them to every participating consumer without discrimination.
Consumers also benefit from the information and education materials we require
all of our Authorized Contractors to distribute to participants, including
those that may not qualify for a conventional home improvement loan.
We provide consumers with factual and complete information on several government
sponsored home improvement loan programs in addition to information and advice
on other home improvement related issues.
At the consumers’ request, we will also generate a list of all HUD approved lenders in their particular area who can help them with these types of loans. This service is also FREE.
Contractors benefit from referrals that NRIA direct mail outreach programs
generate, and they also benefit from the way we focus all of their resources
into one particular area at a time, allowing them to save money through greater
effi
ciency, which is how we try to help them justify the discounted pricing they have pledged to offer participating consumers.
The National Residential Improvement Association:
• Is not affiliated with any city, state or federal government office or program
• Does not sell any home improvement product or service to consumers
• Does not own or manage any company that sells home improvement products or services to
consumers
• Does not lend money for home improvement products or services to consumers
• Does not own or manage any company that lends money for home improvement products or
services to consumers
