Check References Thoroughly
References are your window into what it is actually like to work with a contractor. A polished website and a charming sales pitch mean nothing if past clients had a miserable experience. This step takes time but is the most reliable predictor of your own remodel experience. Skip it at your peril.
Time Required
4-8 hours
Cost
$0 (your time)
Difficulty
Easy (but requires persistence)
Essential Questions to Ask References
Project scope and budget questions
Ask: "What was the original bid amount and what was the final cost?" If the final cost exceeded the bid by more than 10-15%, find out why. Frequent cost overruns indicate poor estimating or aggressive change order practices. Also ask: "Were there any surprise costs that were not in the original contract?" The answer reveals how transparently the contractor communicates about money.
Timeline and communication questions
Ask: "Did the project finish on time? If not, how late and why?" Also: "How easy was the contractor to reach when you had questions?" and "How often did they provide progress updates?" Communication breakdowns are the number one complaint in remodeling. A contractor who goes silent for days mid-project will cause you enormous stress.
Quality and problem-solving questions
Ask: "Were there any problems during the project, and how did the contractor handle them?" Every project has problems; what matters is the response. Also: "Were punch list items completed promptly?" Many contractors rush to start new projects and drag their feet on finishing the last 5% of yours. This is the most revealing question you can ask.
The ultimate question
Ask: "Would you hire this contractor again for another project?" This single question cuts through politeness. If there is any hesitation, any qualification like "well, probably, but..." pay close attention to what follows. A confident "absolutely, without question" is what you want to hear. Anything less should give you pause.
Visiting Completed Projects
- Request to see at least two finished projects: Ask the contractor to arrange visits to completed projects similar in scope to yours. Walk through the space and look at the quality of finish work: how trim meets walls, how tile grout lines are, how paint edges look, and how custom elements are detailed. Quality shows in the details.
- Look at projects that are 1-2 years old: New work always looks good. Work that has been lived in for a year reveals how well it holds up. Are doors sticking? Has the paint held up? Are there cracks at drywall joints? Durability matters as much as initial appearance.
- Ask to see a project in progress: If the contractor has an active job site, ask to visit. Observe how the site is organized, how clean it is, whether workers are using proper safety equipment, and how the contractor interacts with the crew. A messy job site often produces messy results.
- Take photos for your records: Document the quality of work you see at reference visits. These photos help you remember details when comparing multiple contractors and serve as a visual benchmark for the quality you expect on your project.
Online Review Verification
- Check multiple platforms: Look at Google Reviews, Yelp, Houzz, Angi (formerly Angie's List), and the Better Business Bureau. A contractor with great Google reviews but terrible BBB complaints may be selectively managing their online presence. Cross-reference across at least three platforms for a complete picture.
- Read the negative reviews carefully: Every contractor has some negative reviews. What matters is the pattern. One complaint about a delayed project is normal. Five complaints about the same issue reveal a systemic problem. Also pay attention to how the contractor responds to negative reviews. Professional, constructive responses indicate maturity.
- Beware of fake reviews: Look for signs of artificial reviews: multiple five-star reviews posted within days of each other, reviewers with no other review history, generic praise without project specifics, or reviews that all use similar language. Legitimate reviews include specific details about the project type, timeline, and experience.
- Check court records: Search your county court records for lawsuits involving the contractor. One lawsuit might be a misunderstanding, but multiple lawsuits from clients indicate a pattern of disputes. Also check for any complaints filed with your state's contractor licensing board.
Pro Tips
- •Ask for references the contractor did not provide: The references a contractor gives you are their best clients. Ask for the contact information of their three most recent clients instead, regardless of outcome. Recent clients give you the most current picture of the contractor's performance and current business practices.
- •Talk to their subcontractors: If you can identify the electrician, plumber, or other subs a contractor uses, their perspective is invaluable. Ask subs if the contractor pays on time, treats them fairly, and runs organized projects. Contractors who mistreat subs will ultimately deliver lower quality work on your project.
- •Trust your instincts after doing the homework: If references check out, reviews are positive, and completed work looks excellent, but something still feels off during your interactions, do not ignore that feeling. The contractor-homeowner relationship is intense and lasts months. You need to trust and communicate well with this person.