The home improvement and construction industry garnered the second-most consumer complaints in 2019, according to the 2019 Consumer Complaint Survey Report from the Consumer Federation of America (CFA). Complaints about the automobile industry topped the list. It is the third consecutive year the auto industry and the home improvement and construction industry have ranked first and second in consumer complaints.
The CFA’s annual survey of city, county, and state consumer agencies across the country collects data on the worst complaints received in a given calendar year. The survey, ranking and documenting consumer complaints from 2019, does not reflect the impact of the coronavirus (COVID-19) pandemic.
The home improvement and construction complaints most frequently were described as the worst in 2019, according to the CFA.
The CFA said common complaints about the home improvement and construction industry related to shoddy work, failure to start or complete jobs, and the failure of firms to have the required licensing or registration to complete a project. The CFA said since problems with repairs and home improvement often involve significant financial losses, consumers are more likely to report issues and seek help than for more minor issues. The CFA said shoddy work impacts not only consumers’ financial stability but also their ability to live comfortably in their homes.
A common complaint related to the home improvement industry from 2019 was related to problems with sales or installations of solar panels. Numerous complaints also stemmed from shoddy work on projects intended to boost energy efficiency.
The Consumer Federation of America is an association of more than 250 nonprofit consumer organizations established to advance consumer interest through research, advocacy, and education. The 2019 Consumer Complaint Survey Report gathered responses from 31 agencies in 19 states and included a total of 193,810 consumer complaints.