CONSUMER ASSISTANCE: The NYS Division of Consumer Protection’s Consumer Assistance Unit (CAU) serves to educate, empower and assist New York consumer’s with individual marketplace complaint resolution. If you have contacted a business to resolve a dispute and been unsuccessful, the CAU encourages you to file a complaint at http://www.dos.ny.gov/consumerprotection/form/ComplaintForm1.asp. You may also contact the Helpline at 1-800-697-1220. Consumer Advisors are available Monday through Friday 8:30AM – 4:30PM.

• A Brooklyn, NY consumer contacted the DCP concerning a desk he purchased but never received from IKEA. The company forwarded a letter to the consumer acknowledging a refund was forthcoming, but never applied the promised credit to his credit card account. Unable to obtain the refund through phone calls, emails and filing twice with the Better Business Bureau (BBB), he contacted the Division of Consumer Protection. The Division’s CAU was able to effectuate the full refund. The consumer was relieved and very appreciative of the efforts extended by the CAU.

• A Westchester County consumer contacted the DCP concerning an unauthorized delivery of propane which occurred after she had cancelled her account. She was frustrated that the company not only provided the unauthorized delivery, but that it also charged an additional $1 per gallon on top of the national average of $2.50 per gallon for the Westchester County area. When she contacted the company directing them to remove the propane and provide her with a full refund, they stated that they would remove the fuel but would be charging her a $1 per gallon restocking fee, which amounted to $300. Feeling frustrated with what she considered an unfair business practice, the consumer contacted the DCP for assistance. The Division’s CAU contacted the propane company and was able to secure a full refund on the consumer’s behalf. She was most grateful for the successful resolution.

• A Long Island City consumer purchased a refrigerator from Home Depot in November 2016 that turned out to be defective. The manufacturer, LG, refused to honor the warranty and would not send a service person to the consumer’s home, claiming it was too rural. The consumer filed a complaint with DCP seeking a resolution. The Division’s CAU contacted Home Depot and negotiated for the consumer to receive a full refund of $1,013 for the defective refrigerator. The consumer was very grateful for the assistance provided.

With the increasing challenges of a rapidly changing marketplace, it is critical for New Yorkers to have a consumer advocate to turn to for advice and information to keep them safe from the latest scams and frauds. The Division of Consumer Protection (DCP) protects New Yorkers by providing direct assistance and mediation to resolve marketplace complaints; mitigating the consequences of identity theft and frauds; advocating for greater consumer rights and remedies and representing consumers at utility rate and policy proceedings before state and federal regulators to advance cost effective and quality service.

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A Division of the New York Department of State

TIPS FOR HIRING A HOME IMPROVEMENT CONTRACTOR

How to Find a ContractorGet recommendations from people you know: your friends, neighbors, and colleagues. The best home improvement contractors are usually found by word of mouth from satisfied customers.

Get Written Estimates Get at least three written estimates, especially if it’s going to be a large home improvement project. Make sure the estimates are based on the same set of specifications, materials and scope of work.

Check ReferencesTry to get references on jobs that are still in progress and completed jobs to ensure proper permits were obtained and to ensure that the county has no legal action pending against the contractor.

Licensing RequirementsContractors who do home improvement work in New York City, the City of Buffalo, Nassau, Suffolk, Putnam, Rockland and Westchester counties must be licensed. Check with your local county government office to determine licensing requirements. Get Proof of Insurance If a worker is injured, or damage is caused on your property, you could be held liable if the contractor does not have the proper insurance. Ask the contractor to provide you with proof of insurance.

DepositsNEVER GIVE A CASH DEPOSIT! If they offer you a “Cash Discount”, it should be a red flag that they are not a reputable contractor. Make payments during your project contingent upon completion of defined amounts of work and insist upon a final walk through before you make the final payment.

Get Everything in WritingRequest a written description of the work to be done, timeframe, and the materials to be used with a detailed description of cost; including a provision requiring written approval for any changes. The contract should be signed by you as well as the contractor and should note your right to cancel the contract within three business days from the date the contract was signed.