Complaints Policy
How to raise a complaint about Seth's Home Pros or about a contractor introduced through it, and what happens next. Complaints go to Seth directly by phone or email, get acknowledged within two business days, and get a substantive answer inside ten.
The important limit is stated up front: the contract for your project is between you and the contractor, so this process cannot order anybody to return to your job, refund you, or redo work. What it can do is remove a contractor from the network and tell you honestly what happened. The Maine Attorney General's consumer division and a Maine attorney are open to you at any point, and you never have to come here first.
If something has gone wrong, say so. Complaints are how a referral network stays worth using, and a complaint about a contractor is the only way I find out that somebody I recommended has stopped being worth recommending.
This page covers two different things: a complaint about Seth's Home Pros, and a complaint about a contractor introduced through it. The second one has limits that are worth understanding before you start.
How do you make a complaint?
Call 207-707-6337 or email seth@sethshomepros.com. Put it in writing if you can, because a written record helps both of us later.
Useful detail: what the project was, which contractor, roughly when, what happened, and what you would like done about it. Attach anything you have.
There is no form to complete and no reference number to quote. You are talking to the person who made the introduction.
What happens after you send it?
Acknowledged within two business days, so you know it arrived and did not vanish.
A substantive answer within ten business days. If it needs longer, because it involves speaking to a contractor who is mid-project, you get told that and given a date.
The contractor hears the substance, not a transcript. Where a complaint is about work, I go to the contractor and ask. That conversation is a normal part of the process and there is no point pretending otherwise.
You get told what came of it, including when the answer is that I could not resolve it.
What can this process actually do?
Be clear-eyed about this, because an overpromise here would be worse than no page.
I can remove a contractor from the network, and I do. I can stop sending work to somebody whose performance has slipped. I can tell you honestly whether a complaint matches a pattern I have seen before or is the first of its kind.
I can also correct my own failures: a bad match, a slow response, a contractor sent to a job that was never right for them.
What can this process not do?
It cannot order a contractor to do anything. The contract for your project is between you and that contractor. Seth's Home Pros is not a party to it, does not supervise the work and does not hold your money, so there is nothing here to enforce with.
It cannot award compensation, refund you, or require anybody to return to your job or redo work.
It is not arbitration, mediation or a legal process, and taking part in it does not pause any deadline that applies to you.
It is not a substitute for advice. Where real money is involved, talk to a Maine attorney, and do it sooner rather than later.
Where else can you take a complaint?
You never have to come to me first, and nothing here limits any other route.
The Maine Attorney General's Consumer Protection Division takes complaints about home construction and runs a mediation programme between consumers and businesses. Their consumer protection pages explain how to file. Participation is voluntary on the business's side, so it is worth doing and it is not a guaranteed outcome.
A Maine attorney, for anything involving significant money, an abandoned job, or a contract you do not understand. The Maine State Bar Association runs a lawyer referral service.
Your town's code office, where the issue is about permits or inspections rather than about conduct.
Your own insurer, where there is damage to your property.
If the job has stopped entirely, the order of operations is set out on my contractor stopped showing up.
Do complaints affect who stays in the network?
Yes, and that is the point of collecting them.
Screening happens before a contractor joins, and it is re-checked afterwards. A complaint is one of the strongest signals available, because it is the only one that comes from somebody who actually lived through the project.
One complaint is a conversation. A pattern is a removal. I would rather have a smaller network than one I have stopped believing in.
What I will not do is publish a complaint as a review, edit reviews to bury it, or invent a resolution that did not happen.
What if the complaint is about me?
Same address, same timescales, and it goes to me because there is no one else.
That is a genuine limitation of a one-person business and it is fair to name it. If my answer does not satisfy you, the outside routes above are open, and the compensation disclosure on this site exists precisely so you can weigh my interest when you read anything I tell you.
Seth's Home Pros seth@sethshomepros.com 207-707-6337
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