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Valuable tips and informative articles to aid you in handling everyday surface and contractor-related challenges.
Many clients contact us in frustration due to lousy contractor situations. To help you avoid common oversights, we've compiled a guide based on the experiences from these calls.
Step 1) Search for a qualified contractor who is not the cheapest.
(A Jack of all Trades is a Master of Nothing!)
Search around and ask around for the best contractor for your project. Call your friends and family to see if they know any reputable contractors they have worked with before. The internet holds a mass of resources when trying to find a contractor. But how will you know which one is the right match for you?
The internet is flooded with contractors of all sorts. You want to select a contractor who specializes in your needs. For instance, if you are going to build an addition to your home, a licensed General Contractor is a must. However, they don't specialize in much - hence the word General. They typically use the cheapest subs to perform different tasks. You want to be able to either select the subs yourself or meet them in person and qualify them yourself. This will help eliminate significant issues if a paint guy with some experience installs your new tiled floor but doesn't focus on tile floors day in and day out.
Search industry-specific memberships and associations to find a quality contractor who may be listed on their member list. (Just because they are listed in one of these does not necessarily mean that they are or are not of high quality. Most companies pay to be listed as members, but it is an avenue to know at least they go the extra step instead of just placing free ads on Social Media Websites.)
Please keep a record of each contractor and how you found them specifically. (Example: Google Search took you to their website or an ad in Oodle, etc.) Print out the ads or keep copies if possible. Remember, when calling into a location, you may or may not get a contractor directly. They may have receptionists answering their phones for them while they focus on business. It is best to write a list of questions and concerns about your project so that they may be addressed in person during your estimate or consultation.
Step 2) Get an Estimate
(Any promises made verbally are as valuable as the paper they are written on)
· Get an estimate in writing. In many cases, a contractor cannot account for what they cannot see, and an estimate is just that. An approximate cost to complete a project is based on what they can see during the initial estimate. However, if the contractor does this day in and day out, their estimate should not be very different from the total cost of the final project price unless unknown damages are uncovered at the time of the project being worked on.
· Make sure you understand what types of payments are accepted now.
· Write when the contractor will expect deposits and whether they are refundable at this time.
· Take notes while the contractor examines your project. Pay attention to how they are examining the area. Are they paying attention to details or seem more interested in making a sale?
· Make sure to ask the contractor all the questions you may have now.
TIP: Have a list of questions written down before the contractor arrives.
Suggested Questions to ask a potential contractor/sub-contractor
· What is the daily primary function of that person in the company? (Are they just a sales agent, a technician, a general contractor, a project manager, etc.)
· Will that person be present during the entire project? If not, who will oversee the project? What are their qualifications?
· Are background checks performed on all employees and subs?
· How long has the contractor/sub-contractor done (ex., stone, tile, painting, carpentry, electrical, etc.)?
· Has the contractor/sub-contractor been formally trained in that industry? If so, where? Do they have any certificates of completion they can show you?
· Is the contractor certified or a member of any professional organization in that industry? If so, ask to see a copy of that certification, or are they listed among their members online? If so, contact that organization to see if there are any consumer complaints about them.
· Which standards does the contractor base their artistry on? (i.e., Stone and Tile Pros, MIA, ANSI, TCNA, AIA, IICRC, ASCE, The Guild of Master Craftsmen, ASPE, NECA, and other associations or just Basic Local Building Code, etc.)
TIP: Make sure they list this in their Contract. It would be better if it were included in the Estimate and Contract.
· Does the contractor have photos of previous work?
· Does the contractor have references? (Please do not ask for residential reference addresses. As contractors, we ask our clients for permission to use them as references. However, we also favor their privacy and do not hand out the personal home addresses of our clients, nor should any contractor.)
· Does the contractor/sub-contractor do any commercial work, as well? (If the contractor does do commercial work, in some cases, you can personally go to that location and see their work. Remember, these surfaces usually have much more use and abuse than residential ones, and many commercial locations use the wrong cleaning products. Instead of cleaning, they strip their surfaces daily.)
· Ask for a list of what materials will be used. (There are quality products and cheap products. There are products that are specific to one aspect of the project, and many contractors do not pay attention to the manufacturer's instructions and may use the wrong product for the wrong surface type.) This will also help you look up the products and get manufacturer installation instructions to be sure they are done correctly as the project is being completed.
· Does the contractor have MSDS (Material Data Safety Sheets) available for all products, materials, and chemicals they will use on your property? (The law requires them always to carry these sheets.) This will give you a breakdown of what all products, materials, and chemicals are made of. (Ask for a copy of all MSDS sheets for all materials and products they will have on your property.)
· What safety program does the contractor/subcontractor have in case of an accident? (Contractors are all obligated per OSHA to have a safety program and a safety manual at each project site.)
· Ask for samples or a sample to be done on your surface (If applicable)
· Is the contractor, all employees, and any subcontractors fully insured? (You want to ensure that each contractor, employee, and sub-contractor carries enough General Liability Insurance to replace your entire property and its contents in case something should happen. Even if it seems like a little project, something such as taking a cigarette break and accidentally not putting that cigarette out all the way can cause a big problem.)
TIP: Surface Buff has a company policy that no employee or sub-contractor may smoke on the project premises to avoid this liability and to ensure cigarette butts are not left for the client to clean up. You may want to have this policy and ensure it is included in the contract.
· Are all contractors, employees, and sub-contractors covered by Workmen's Compensation? If the contractors are only themselves and have no employees, they should have a "Ghost Policy." This protects the property owner if the contractor, employee, or sub-contractor is injured. Regardless of who is careless or absentminded, if that contractor/employee/sub-contractor gets injured and it is on your property, you may be held as the liable party and must fight a battle. Ensuring that each employee, contractor, and sub-contractor who touches your property is covered with workers' compensation is best.
TIP: Check with your State's Insurance Commissioner to find out what the State bar's minimum requirements are.
· Ask for a Copy of Insurance (COI) with your name and address listed as the Certificate Holder. Suppose a contractor or sub-contractor hesitates to give this to you or gives any excuse why they may not be able to get this to you within 14 days (usually). In that case, you should not take anybody's word because it could be your liability.
TIP: Do not allow a project to start without this in hand!
· Call the insurance company to confirm that the COI is current and accurate, as it says it is.
· Ask if electrical tooling will be required to complete your project. This is important because some equipment may need to be plugged into a converter to connect to two different circuits to avoid accidental power loss.
TIP: If you have a computer, make sure you save all work while the project is being completed and shut off your computer to avoid losing information or damaging your system.
· Is there more than one option to complete this project?
· Is the suggested project option a "band-aid" solution, or will this resolve or perform how it should?
· What maintenance is going to be done for this project? (Include each surface, if applicable. i.e., a tile project will require different maintenance than a toilet, and using the wrong products may damage a surface and void any warranties or guarantees.)
· Is the contractor/sub-contractor qualified to suggest the proper maintenance products, or can they give you a care guide or, at the least, refer you to someone who can educate you on what products to use?
· How long can the contractor expect this service to last? (There is no crystal ball solution to answer this question, but the contractor should have a level of experience to know a ballpark idea.)
· Does the contractor and sub-contractor offer any Warranties or Guarantees? (The difference between a Warranty and a Guarantee is that a Warranty is either a "Name Apparel" - which will cover only items specifically listed and nothing else, or an "Exclusionary" - which covers everything except listed items. You get more coverage with an Exclusionary Warranty. For example, you buy a car. You are offered a Powertrain warranty or a Full Coverage Warranty. A name apparel warranty is like a Power-train Warranty, and the Exclusionary Warranty is like that "bumper-to-bumper" Warranty. A Guarantee is a promise usually to state that they believe their product will perform the way the Manufacturer states it will perform. Find out if any of these include parts/materials and labor. You must know precisely what the contractor/sub-contractor offers...and again, get it in writing!)
· Step 3) Documents and Contracts (Go ahead and imagine what items you need to present a situation to a judge. It's not that you will have to, but at least you will have everything ready, just in case. If you are a plaintiff...you will carry the burden of proof! Don't put yourself in a position where you say you wish you had done such and such before this all happened.) Before any agreement, did you get the MDSD sheets? See a safety manual? Get a copy of the insurance and workers’ compensation. Did you validate all the items to ensure everything is valid and accurate? If your contractor doesn't have a suitable contract, get one. You want this contract to include the contractor's responsibilities, the customer's (you) responsibilities, identify the project area, identify the project steps as best as possible, record who is responsible for supplying materials and tools, how much the project will cost and the payment terms, (make sure to have it clear that any changes or additions must be included on an addendum signed by both parties), and make sure they list their insurance coverage on the contract.
TIP: Have a lawyer look over all documents before signing and agreeing. Sometimes, things aren't what they seem, and a lawyer can generally catch something if it exists.
§ Check for specific terms in the contract regarding arbitrations, settlements, etc., and make sure they are fair.
§ Check the contract for legal, collection, and late fees to ensure fairness.
§ Documenting also includes photographing, recording, or video. (Before recording, be sure you know your local laws regarding audio recording to ensure you do not accidentally violate any laws.) Always check with a local lawyer before.
§ Be sure to keep a decent-quality camera. Take before, during, and final photos of the project. (If you cannot be present during the project completion, have a reliable person there to complete this for you.) Surface Buff always takes before, during, and after photos. We are always happy to share these with you at no additional cost.
§ Keep everything in an organized file - including a folder on your computer for any emails.
§ Get all Warranties and Guarantees in writing.
§ Keep receipts for everything.
§ Keep a journal to document daily activities, progress, and conversations.
§ If project changes or other issues are discovered during the project, ensure all parties agree to a solution and a price and create a written addendum to include all details and pricing that all parties sign. Remember, will these changes also be included in any Warranty or Guarantee?
If you have concerns about how a project or an employee, contractor, or sub-contractor is performing, write a letter to the person in charge of the project detailing your problems, keep a copy for yourself, and keep a good document trail. If the other party responds verbally (hopefully quickly), write another letter or email thanking them for their response, reiterate the conversation details, and ask them if you understand that conversation correctly.
Step 4) Inspect a finished project.
Do not make a final payment until you inspect the finished project and write down any issues you feel you have found. It is critical that you do this within 24 hours of the project's completion.
Write down a list of possible issues.
Take photos of possible issues.
Write a letter or email to include these possible issues.
If you do not find any issues, pay according to the terms of the agreement/contract. Contractors, employees, and sub-contractors work hard and depend on getting paid on time.
Step 5) Maintenance
Proper maintenance is the key to keeping any surface, project, machine, etc., beautiful and lasting longer. Be sure you know what products to use to maintain your project. How often? Who should you call if you have any future questions or concerns about maintenance? Get a document (if it isn't already on the Warranty/Guarantee document) that will lead you to a long-lasting, beautiful, finished project.
Step 6) Leave Feedback
In today's World, word of mouth is everything. Positive or Negative Feedback is crucial, and there are several places where and how you can leave Feedback. This will help other consumers in the future. By doing so, you can do your share to help increase the quality and expectations of contractor artistry and materials just by leaving feedback in as many places as possible. (Be careful with leaving negative feedback that you do not cause harm to any potential legal case you may have or that you might be held liable for any defamation. You may want to consult with your attorney about negative feedback text before submitting negative comments to public access.)
Sadly, there are a lot of details, steps, and sometimes extra costs to ensure a contractor, materials used, and the overall project will be up to par. Taking care of all these details requires much less effort, time, energy, and money before a problem is created. Think about it. If you decide not to take all the precautions and a problem exists, not only will the project possibly need to be redone, which will take more time and aggravation, but there could also be costs for taking it out, disposal fees, and then the cost to buy more products and supplies and labor to put it in correctly. You may end up multiple times more than you did when you originally had the project first completed...or even more if legal action must be taken.
When considering a do-it-yourself stone or tile installation, it's essential to be well-prepared for grout and epoxy cleanup. Here are some detailed tips to guide you through the process:
Cement Grout Cleanup:
1. Start by carefully removing any large chunks of excess grout with a scraper, ensuring it does not damage polished stone surfaces.
2. Thoroughly sweep or dust mop the floor to eliminate any loose debris.
3. Rinse the floor multiple times with plain water, using a string mop and ensuring not to flood the tile to prevent grout discoloration. In case of excess water, use a wrung mop or wet vacuum to remove it.
4. If grout residue persists, consider using a grout removal chemical. For marble and other acid-sensitive stone, create a solution using household ammonia and water. For granite, glazed ceramic, or porcelain, utilize a mild solution of sulfamic acid and water. Always avoid using any acids on marble, travertine, onyx, limestone, or terrazzo surfaces.
Epoxy Grout Cleanup:
1. Carefully scrape off any large pieces of epoxy using a sharp razor blade, ensuring the area is wet to prevent scratching.
2. Prepare a solution of hot water and a few drops of dishwashing detergent, then scrub the epoxy using a green scrub pad.
3. If the soap solution isn't effective, attempt wiping the surface with a clean white rag and acetone. However, exercise caution and follow safety procedures when using acetone or other strong chemicals.
4. If acetone proves ineffective, you may need to resort to a stronger solvent.
It's crucial to approach DIY projects with an abundance of caution. If you're uncertain about which grout cleaner or chemical to use, or whether a stronger solvent is required, consider seeking guidance from a Surface Buff Expert for recommendations or services.
When transitioning from the cold season to warmer weather, it’s common to notice sooty residue on fireplace surrounds and hearths. This stubborn residue, akin to grease, requires a potent degreaser for effective removal. Tri-sodium phosphate (TSP) is widely recommended by industry experts for this purpose. However, it's worth noting that TSP is a potent chemical with potential human and environmental hazards, necessitating careful handling if used.
The aforementioned guidelines are fundamental for managing TSP effectively, however, there are additional crucial factors to take into account. Specifically, it is imperative to consider the composition of the surface being cleaned. Is it comprised of porcelain or ceramic tile, brick, natural stone, or another material? For instance, the coarser side of a standard kitchen sponge is suitable for use on glazed tile, whereas an actual scrub brush or abrasive pad should be avoided to prevent potential scratching or damage to the surface.
Conversely, cleaning bricks may necessitate a more abrasive scrubbing technique. Furthermore, it is important not to assume that a stiff brush suitable for cleaning bricks is also appropriate for all-natural stone. Consider soapstone, for example, commonly found in hearths and fireplace surrounds due to its highly efficient heat retention and radiation properties. Despite these attributes, soapstone is a softer stone that is prone to scratching and should not be subjected to vigorous brushing.
Should you find yourself considering contacting your Surface Buff Experts to address the sooty residue, it is certainly understandable. Engaging a professional to manage this issue is a viable option. However, it is essential to possess enough knowledge to assess their ability to effectively address your needs, safeguard your family, protect your property, and consider the impact on the environment.
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