BBB program enlists home service contractors to help fraud victims

A Denver couple was left with an unlivable home after a botched remodel led the city to issue a stop-work order over unsafe construction, with the general contractor now facing criminal charges. 

• However, through a new program, 25 businesses — including Carrier and local contractor Impact Heating & Cooling — pitched in over $200,000 in labor and materials to rebuild the home. 

What’s happening: That was one of six projects across four states completed last year through the Better Business Bureau’s (BBB) recently-launched Restoring Trust program, in which generous contractors help victims of home improvement fraud.

The big picture: There were nearly 82,000 fraud reports in the “Home Improvement, Repair, and Solar” category in 2024, according to the Federal Trade Commission.

What they’re saying: “What if we could find a way to connect the consumers that had a really bad experience and lost trust in contractors…. with the really good contractors that we know not only do a good job and work with integrity, but really want to give back and help people?” Meghan Conradt, director of the BBB’s charitable foundation, told Homepros about the program’s origin. 

• “We really want to show that there are good, ethical, caring businesses that are contractors, and that’s who we should be turning to in our community to help build infrastructure and strengthen the economy,” she added. 

How it works: The BBB chooses whom to help based on submitted online complaints or news stories, and coordinates with specialty contractors either directly or through a general contractor. 

• “We always start with our accredited businesses when possible, but you don’t have to be BBB-accredited to get involved in the program,” Conradt said. 
• In many cases, labor and materials are fully donated, but if a contractor can chip in only partially, the foundation may provide funds to cover the gap.  

On the ground: Chris Coleman, owner of A Perfect Plumber, which handled plumbing work on the Denver project, told Homepros that a supply house donated much of the material, while he covered $13,000 to $14,000 in labor.

Go deeper: The BBB promotes participating businesses on social media and in news coverage, and advises them on how to share the news in their own marketing and communications efforts, Conradt noted. 

• Yes, but: “Most of them, especially the ones that give a lot, are doing it because they really want to, and they truly want to give back,” she added. “And then the marketing tends to be just kind of like icing on the cake.” 

What we’re watching: The foundation aims to complete 10 projects this year and expand the program through its North American network.