As a licensed professional in the plumbing, HVAC, or fire sprinkler contracting industry, understanding the common sources of complaints filed against contractors is important. Knowing who is most likely to file a complaint and why can help you mitigate risks, maintain your professional reputation, and keep your business running smoothly. In this article, we will explore the top four groups that typically file complaints against contractors in these trades, drawing from real-world experiences and insights.
1. Inspectors and Planning Departments: The Most Common Complainants
The group most frequently filing complaints against plumbers, HVAC technicians, and fire sprinkler contractors are inspectors from planning departments. These officials are responsible for reviewing the work you do, ensuring permits are pulled, and conducting inspections to verify that everything complies with local and state codes.
Because inspectors are on the front lines of regulatory compliance, they are uniquely positioned to spot potential violations, such as unpermitted work or failure to call in inspections on time. Not pulling the proper permits is one of the biggest triggers for complaints. To avoid this, always ensure all necessary permits are pulled under the correct company or individual name before starting work.
When complaints come from inspectors, they carry significant weight with licensing boards. Inspectors typically have years of experience in the industry and a solid understanding of the regulatory framework, which lends credibility to their complaints. However, it’s important to recognize that even inspectors can sometimes misinterpret codes or apply local rules differently than state boards require.
We had a case where an inspector in Mecklenburg County told plumbers and HVAC technicians that certain code requirements didn’t apply locally, even though the state board’s administrative code mandated them. This led to many complaints, even though the contractors had done the work correctly according to state law.
Such discrepancies highlight the importance of understanding both state and local codes and maintaining open communication with inspectors. Compliance with all applicable codes and proper documentation of permits and inspections will significantly reduce the chances of receiving complaints from planning departments.
2. The General Public: Customers and Former Customers
Another major source of complaints comes from the general public, particularly customers who are dissatisfied with the work performed or the service they received. Whether due to a perceived lack of quality, delays, or disputes over payment, disgruntled customers can and do file complaints with licensing boards.
Addressing customer complaints proactively is key to preventing escalation. When a customer expresses dissatisfaction—whether through a direct complaint or a negative online review—reach out promptly and professionally. A sincere apology and a willingness to resolve the issue can often defuse tension and prevent a formal complaint from being filed.
If a customer leaves a negative review on platforms like Google, respond publicly with an offer to discuss the matter offline. Follow up with a phone call or email to understand their concerns and find a resolution. Even if the customer does not respond, your proactive approach will be noted by licensing boards if the complaint proceeds to a formal investigation.
Unfortunately, some complaints stem not from legitimate issues with workmanship or compliance, but from disputes over payment. Customers who refuse to pay for completed work may file complaints simply because they do not want to settle their bills. These “payment disputes” are frustrating for contractors because the work may have been done properly, but the customer’s refusal to pay can lead to complaints that trigger investigations.
To protect your business, maintain detailed records of contracts, estimates, change orders, and communications related to the scope of work and payment terms. Clear documentation of agreements and proof of work performed can be your strongest defense against unfounded complaints.
3. Ex-Employees: Disgruntled Former Staff
While less common than complaints from inspectors or customers, former employees can also be a source of complaints against contractors. These complaints often arise from bad blood following terminations or resignations, especially if the employee feels undervalued or wronged.
When dealing with complaints from ex-employees, documentation again becomes essential. Keep detailed records of employee performance, disciplinary actions, and any incidents that may have led to their departure. If a complaint concerns job performance or workplace conduct, having a thorough paper trail will help you respond effectively.
Sometimes, ex-employee complaints may allege violations related to job site safety, licensing, or other regulatory matters. If there was a mistake or oversight during their tenure, showing that you corrected the issue promptly and took steps to prevent future problems will demonstrate your commitment to compliance and professionalism.
Maintaining professional relationships with employees and addressing concerns early can reduce the likelihood of disgruntled departures and subsequent complaints. When parting ways with staff, clear communication and fair treatment go a long way toward minimizing conflict.
4. Former Business Partners and Collaborators
The final group that occasionally files complaints against plumbing, HVAC, or fire sprinkler contractors are former business partners or collaborators. These individuals may not be employees but have had a working relationship with the contractor, such as partnerships with general contractors or joint ventures on projects.
When partnerships sour, disputes over money, responsibilities, or ethical issues can lead to complaints being filed with licensing boards. Although this is relatively uncommon compared to other sources, it can happen, especially if there is a breakdown in communication or unresolved disagreements.
In these scenarios, documentation is once again crucial. Keep records of contracts, agreements, emails, and any correspondence that detail the terms of your partnership and the work performed. If a complaint arises, affidavits from employees or third parties who are familiar with the situation can provide valuable support for your side of the story.
Sometimes, disputes with former partners escalate to civil litigation. While licensing boards do not handle civil cases, the documentation and affidavits gathered can be instrumental in both legal and licensing board proceedings.
Maintaining good rapport and open communication with business partners throughout the relationship, and addressing conflicts early, can prevent disputes from escalating to formal complaints.
Best Practices for Preventing and Handling Complaints
Understanding who is most likely to file complaints is only half the battle. The key to protecting your license and reputation lies in how you manage your business and respond when issues arise. Here are some best practices to help you minimize complaints and handle them effectively if they do occur:
Always pull the required permits: Compliance with permit requirements is the most straightforward way to avoid complaints from inspectors.
Maintain thorough documentation: Keep detailed records of contracts, estimates, communications, inspections, and any changes to the scope of work.
Communicate proactively with customers: Address concerns quickly and professionally, and try to resolve disputes before they escalate.
Keep good employee records: Document performance issues and maintain professional relationships to reduce the risk of complaints from former employees.
Manage partnerships carefully: Use clear agreements and maintain communication to avoid misunderstandings and disputes with collaborators.
Respond promptly to complaints: If a complaint is filed, provide evidence of your compliance and any corrective actions taken.
Seek legal advice when necessary: If you face a complaint or dispute, consulting with professionals who understand contractor licensing laws can help you navigate the process.
Conclusion
Complaints against plumbers, HVAC technicians, and fire sprinkler contractors can come from a variety of sources, but the most common are inspectors from planning departments, customers (both current and former), ex-employees, and, less frequently, former business partners. Each group has its own motivations and typical issues that lead to complaints.
By understanding these sources and implementing strong business practices—especially around permit compliance, documentation, and communication—you can significantly reduce the likelihood of complaints. And if a complaint does arise, being prepared with thorough records and a proactive approach can help you resolve the matter quickly and protect your professional license.
Remember, running a successful contracting business involves not just technical skill but also managing relationships and regulatory requirements. Staying informed and prepared is your best defense against complaints and investigations, ensuring you can keep your focus on what matters most: delivering quality work to your customers.
*Nothing in this blog establishes an attorney-client relationship. Nothing in this blog is legal advice. If you have any questions, please check out our other blogs and our Youtube channel. You can also call us at 919-521-8810 with questions.