Home Improvement FAQs
Q: I am in the process of placing a special order for custom made furniture and the supplier asked for full payment in advance. Can a business do this and how am I protected if something goes wrong?
A: There is no law prohibiting the supplier from requesting full payment in advance. However, the smart thing to do is offer to pay half in advance and the other half upon delivery.
Before placing the order, get an agreement in writing that clearly stipulates the terms and conditions of this purchase, with a detailed description of the items you are ordering and the delivery date.
In the event that the supplier does not deliver in a timely manner and/or according to the agreement, you are entitled to a full refund and the Consumer Protection Act 1999 stipulates that the vendor must refund the money within 30 days after it has been formally requested by the consumer.
Q: I ordered and paid for kitchen cabinets to be brought in from overseas by a local vendor. On the invoice it clearly stated that this order would take no more than six to eight weeks. However, it has been over 20 weeks and my order is not here. Can I get my money back?
A: Yes. This business has not provided the product in a timely manner or in accordance with the delivery date as per the Agreement and a breach has occurred. Failure to refund your money is a breach of the Consumer Protection Act 1999.
Simply write to the business requesting a full refund and, according to the Act, that business has up to 30 days to refund the consumer in full (click here for a sample letter).
Q: What is the difference between an estimate and a quote?
A: “Estimate” means a representation, whether written or oral, indicating the likely price that will be charged in respect of consumer goods or services.
“Quote” means a written and signed representation setting out the actual price that will be charged in respect of consumer goods or services.
Q: What would be considered aggressive and abusive business practices?
A: Aggressive practices by providers of goods or services intimidate or financially exploit consumers by restricting their ability to make a free or informed alternative decision.
There are many forms of aggressive practices prevalent in the purchase of goods and services in Bermuda, such as exerting undue influence, harassment or coercion, threatening behaviour and verbal abuse. It’s particularly disturbing when the victims are physically or mentally challenged or when they are seniors.
Q: How much should I pay a contractor up front?
A: Usually 10 to 30% is an acceptable down payment to make. One thing you should never do is pay for the job in full before it has been completed. Make sure there is a contract, with a detailed payment schedule, between you and the contractor. It is also wise to keep back a retainer amount, usually 10% until the job has been fully completed.
Q: What steps should I take if my contractor does not complete my job?
A: Follow the steps outlined in the section: “How do I file a complaint against a business or contractor”.
Q: If a plumber or electrician charges me an exorbitant fee after doing the job, do I have to pay that price?
A: If you did not have a quote (actual cost of the job within 10%) from the service provider before the job was started, then you are liable to pay the cost charged to you by the contractor. However, if the charges are excessive or exorbitant, it may be viewed by the courts as not reasonable. A reasonable price is the norm for that job in that field of trade. Before resorting to court action, however, follow the steps outlined in: “How do I file a complaint against a business or contractor”.
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