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Grievance & Right to Cure

Grievance Procedure

While we would like to think all remodeling projects can be completed without conflicts, we cannot realistically do so. Problems do arise, and disputes become a reality. Realizing that this is so, the Milwaukee/NARI Home Improvement Council has instituted a “Grievance Procedure” which not only assists the homeowner, but the contractor as well. The goal is to resolve customer concerns with a Milwaukee/NARI member in a timely manner utilizing mediation, or if necessary, binding arbitration. If, in the course of your remodeling project, you reach a stalemate and cannot resolve your concerns with your Milwaukee/NARI Home Improvement Council member, you may start the process of resolving your concern by simply calling the Milwaukee/NARI office. Sometimes, all it takes is a third party to intercede to get these differences settled. In the initial stages, mediation is handled by a Milwaukee/NARI staff member trained in problem resolution. If, however, simple third party mediation cannot resolve the problem, then it is necessary for a formal written list of concerns to be filed at the Milwaukee/NARI office including all written contracts and documentation for review by the entire Ethics Committee. The complaint then goes through a review process and a volunteer ethics committee mediator is assigned to the case. Depending on the situation, the mediator and/or other parties may review the documentation and inspect the project personally. Using the Milwaukee/NARI Industry Standards Manual as a guideline, the mediator will try and resolve the situation for the Homeowner and Contractor. If the concerns are unable to be resolved through formal mediation, binding arbitration would then be conducted to resolve the dispute. Binding arbitration is performed by the entire Milwaukee/NARI Ethics Committee in a hearing format where both parties are present. A fee is paid by both parties and any money due is placed in escrow pending the outcome of the hearing. An agreement is signed by both parties agreeing to abide by the Committee’s decision. In most cases, after a decision is rendered, the matter is then considered closed. If either party decides to pursue the case further legally, the findings of the committee would weigh very heavily in any future proceedings outside of Milwaukee/NARI. The Milwaukee/NARI Ethics Committee has always been committed to resolving member disputes in a logical and timely manner. Industry Mediation/Arbitration is generally considered a more efficient vehicle to hiring a Milwaukee/NARI Home Improvement Council member. Thank you for your interest in Milwaukee/NARI, and good luck with your remodeling project!

Tom Feiza, CR, Chairperson, Milwaukee/NARI Ethics Committee

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