City Consumer Protection Committee Home Decoration Professional Office 2007 Annual Report Analysis

Of the 283 complaints received by the Home Improvement Office, according to the nature of the complaints, 116 issues reflecting quality issues accounted for 40.98%, 27 issues reflecting service issues, accounting for 9.44%, and 72 issues reflecting contract issues. 25.44% accounted for 22 issues, 7.77% accounted for problems on the floor, 12 cases accounted for design problems, accounting for 4.24%, and 34 cases accounted for other issues, accounting for 12.01%.

In terms of construction quality, there are roughly the following situations: There is no construction according to the plan, there is no construction according to the standard process, there is no use of the combined appliance operation, and the responsibility of the construction staff is not enough. For example, a decorating company appears in the secondary decoration of a room with block-like cracking and peeling of the wall paint, and the roof of the room is also cracked. It was discovered through on-site survey that this was caused by the fact that the second-decoration construction did not eradicate the false floating finish paint and then put the putty sanding paint on it. If the decorating company carefully looks at the housing condition in advance and has an accurate estimate of the particularity of the secondary decoration, these problems could have been avoided.

In terms of the contract, there are several situations: the wording is ambiguous, the contract format and the signing are incomplete, the additional clauses are incomplete, the key clauses are missing, the project budget is missing, and so on. For example, Mr. Li, a consumer, has commissioned a decoration company to decorate his home since September 2004. During the construction period, Mr. Li constantly proposed new projects or changed the original construction projects, and changed the design, layout, materials, and labor as stipulated in the original contract budget. However, with regard to these changes, Mr. Li and the decorating company did not submit written procedures to record the facts. Both parties were free to leave the original contract budget farther and farther. In the course of construction, disputes have occurred repeatedly, and Mr. Li and decorating companies have been controversial about the billing and layout of some projects. Mr. Li had to go to the Consumer Protection Committee to help solve the problem several times. Due to the great difference between the construction status and the contract budget, it has brought great difficulties to the coordination work. After several rounds of consultations, the two sides finally reached an agreement, making it possible for the project that had been delayed for three years to finally come to an end.

In the floor problem, there are phenomena: the actual use of floor specifications and the agreement does not match, the floor paint surface burst, the floor went up and there is a noise, the surface texture color contrast is too obvious and so on. If there is a consumer complaint from a company, the company said that the floor (painted board) that the company decorates for the decoration of the consumer's home room will make a noise when walking, and will lay the dark color in the clear place where the coffee table will be placed in the living room. After investigation, it was learned that the floor specification in the home improvement project budget was 900 × 600 × 18, but the laying was 900 × 125 × 18, in addition there are issues such as the size of the floor size to produce gaps and so on. Such changes in the brand and specifications of floor materials are not communicated and communicated to consumers in advance. In addition, the quality of the flooring itself has caused problems such as noise and color differences after the flooring is laid.

In the aspect of design, there are problems such as: the consumer puts forward the design unsatisfactory and requires the withdrawal of the deposit, the drawings issued by the company are not standardized (the lack of text description, the designer's signature, the lack of concealed project wiring diagrams, custom-made cabinet cutaways, etc.), etc. . For example, one Mr. Zhang paid a construction deposit of 500 yuan and a design fee of 1950 yuan in mid-June to entrust the decoration of a company, and the verbal contract price was within the range of 50,000 to 60,000 yuan. At the end of June, the company informed Mr. Zhang that the total price was more than 72,000 yuan. Consumers did not approve and proposed to refund the deposit and design fee. The other party will not solve the problem. Mr. Zhang then complained to the Municipal Consumer Protection Committee's Home Affairs Office that they should be resolved as soon as possible. After investigation, it was learned that Mr. Zhang and the company had signed a commissioned design contract. The contract stipulated as follows: The design fee was calculated at 60 yuan per square meter, and if the company was commissioned to decorate the company, it was calculated at 30 yuan per square meter. After the consumer pays a design deposit and the company issues a design drawing that meets the consumer's requirements, if the consumer no longer commissions the company's decor, the design deposit will not be refunded to the consumer. So Mr. Zhang paid the design deposit on the spot. Mr. Zhang expressed satisfaction when the company came up with design plans and design drawings. When the company produced the project budget based on this set of design drawings, Mr. Zhang believed that the price was too high for him to accept, so he proposed not to commission the company to decorate and demanded that the deposit be refunded, and the company refused. If Mr. Zhang does not have the right to request a refund of the deposit in strict accordance with the terms of the contract, but after a series of coordination and decoration companies, he eventually returned a partial deposit to the consumer. The decorating company should pay attention to the relationship between the design and the project price. It is best to specify the expected total price of the project on the contract.

In the process of handling complaints, we also discovered that some decoration companies did not fulfill their warranty obligations during the warranty period of the decoration project. Instead, they sought various excuse to shirk their own responsibility, leaving consumers in a situation where they were not protected. For example, Mr. Li, the consumer, came to me and complained that the water leaking from the toilet in his home caused a drop in the ceiling of the resident's room downstairs, and caused damage to Yuba and other properties. Mr. Li contacted the interior design company but did not get an answer. Mr. Li then asked the Consumer Protection Committee to help solve the problem. After consulting Lee's decorating contract, he learned that the contract was signed on February 15, 2003 and the warranty period was two years. Contacting and decorating the company, the other party replied that: Mr. Lee's decoration has gone far beyond the warranty period, according to the contract maintenance issues should be Mr. Li himself. In order to find out the reason for the leakage, home improvement experts came to the site for a visit. After field inspection, it was discovered that the leakage of Mr. Lee's room was caused by hidden dangers in the anti-leakage project. According to Article 32 of the "Administrative Measures for the Interior Decoration of Residential Houses" promulgated by the Ministry of Construction of the People's Republic of China and implemented from May 1, 2002, it is clearly stipulated that the kitchens, bathrooms, and external walls facing the requirements of waterproofing should be impervious Leakage is five years. The warranty period starts from the date of acceptance of the residential interior decoration project. Therefore, Mr. Lee's toilet seepage problem is within the warranty period, and the decorating company should undertake maintenance obligations accordingly.

The various controversial issues encountered during the home decorating process, such as inconsistent materials, budget leaks, increased costs, etc., often lead to work stoppages and missed work. Consumers cannot get a house on time and they have to borrow a house outside. Sometimes consumers can endure the unilateral termination of the contract and invite others to decorate. Finally, the contradiction is made more complicated.

Mr. Sun complained about a decoration company that: During the warranty period, quality problems occurred and the decoration company did not fulfill its maintenance obligations. After our investigation, we discovered that it was because consumers and decorating companies had disputes in the process of decorating construction. Consumers did not approve of the increased items, so the decorating company refused the warranty unless the consumers paid the money first. In fact, this is because the decorating company deliberately left out some construction projects when reporting the budget, and when the project was added afterwards, the two parties did not sign the change order and the related procedures were incomplete.

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