900+ contractor complaints filed last year in Tennessee

NASHVILLE, Tenn. (WSMV) - Hundreds of Tennesseans are complaining about the quality of work done at their homes by contractors and home improvement professionals.

WSMV4 Investigator Courtney Allen uncovered there was a staggering number of complaints last year against them.

Nearly 700 complaints have already been filed in 2024. Now, state lawmakers are stepping in.

Dan Paxton has been building decks around Middle Tennessee for more than 20 years. However, he has gotten a lot of bad calls lately.

“Ten (calls in the last six months)...Unfinished jobs, jobs not done right,” Paxton said.

The Metro Codes Department said an unlicensed contractor is posing as Deck Masters of TN, LLC, Paxton‘s licensed company. The unlicensed contractor is allegedly taking off with peoples’ money and never coming back to finish the work.

“It is a fear for me because it gives me a bad name,” Paxton said.

The Tennessee Department of Commerce and Insurance (TDCI) said it is investigating. Paxton‘s case is far from the only one. TDCI received more than 900 complaints in 2023 from contractors.

It is by far the most in recent years, a 44% jump since 2019. That comes as no surprise to Paxton.

“A lot of people are in depressed areas saying ’ Wow, Nashville is hot,‘“ Paxton said. ”‘We are moving to Nashville and starting a (home improvement) business in Nashville.’"

Despite the increase in complaints, TDCI’s number of full-time investigators has not changed. They have three solely dedicated to contracting issues. WSMV4 Investigates asked Democratic Representative Aftyn Behn if she thought that was enough.

“Clearly not,” Rep. Behn said.

The TDCI said its amount of staff is appropriate as they have another 23 employees who can work a contractor‘s case if need be. Still, Rep. Behn plans to introduce a bill in January‘s legislative session that includes adding more investigations to TDCI’s budget.

“Especially if we increase the penalties, we will absolutely need the investigative power to do so,” Behn said.

Republican Senator Kerry Roberts has a different approach.

“The best solution ironically is not a government solution,” Sen. Roberts said. “The best solution we need is for people to just be skeptical.”

Paxton said with how high demand is for home improvement services, be wary of the lowest bidder.

“And if they are any good at all, they are not available, or you will have a wait,” Paxton said.

He said people should also check licenses, don‘t give a lot of money upfront, and make sure the company name is consistent throughout paperwork and checks. Additionally, vet every reference provided. Paxton said he gives 10 to 12.

“It is not hard to do this whole thing right,” Paxton said. “You don’t have to rob people.”

TDCI said to contact them if you have a question about a contractor. The department keeps disciplinary actions against contractors on file they can share. TDCI’s contact information can be found here. You can also find consumer resources at this link.

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