Homeowners in Durham, NC, elsewhere in Durham County and in the nearby towns on our service areas page can use this policy. This page explains which concerns we can deal with and where to take the ones we can't.

Concerns about the website. Spotted a page that looks mistaken, confusing or unfair? Think we handled your request badly? In either case, send a note through the general questions form on our contact page. Tell us what happened and about when. Every complaint is read, and we reply to each one.

Concerns about the contractor. Whoever got your request runs its own separate business. We don't employ it, set its prices or direct its workers. If the problem is about an estimate, the work, a warranty or someone's conduct on the job, raise it with the contractor first. Write the problem down with dates and photos, and keep copies of the estimate, the contract and every receipt.

If it stays unresolved. North Carolina law makes unfair or deceptive business practices unlawful. You can file a consumer complaint about a contractor with the North Carolina Attorney General's Consumer Protection Division. Questions about a general contractor's license go to the NC Licensing Board for General Contractors. For a permit question on a home in the City of Durham or unincorporated Durham County, the Durham City-County Building & Safety Department can explain its process; in the nearby towns, ask that town's or county's inspections office.

Let us know too. Please tell us about a complaint involving the contractor even if it isn't ours to settle. Repeated problems weigh on whether we keep sending requests there.

Nothing in this policy limits any right you have under North Carolina law, which governs this policy.