What Should I Do When I Receive a Consumer Complaint From the Commission?

Ideally, you'd never receive a complaint forwarded from the commission because your customer service practices always would ensure that your customers' needs and concerns were addressed.

However, inevitably and regrettably, conflicts will present themselves that neither the builder/remodeler nor the homeowner believe can be resolved without assistance from the commission or some other party.

If you receive a complaint forwarded from the commission, it will include a copy of the correspondence we received from the homeowner, plus a request that you respond in writing to the commission within 45 days of your receipt of the complaint.

We use your response as a tool to help reopen the lines of communication between you and your customer. You should address all aspects of the complaint honestly and provide the commission as complete a picture as you can of the issues so we'll understand the reasoning behind your position. It is important to remember that as a state agency, the commission will maintain copies of such correspondence as required by the state's open records act.

Remember that your responses to the commission and records of subsequent interactions with your customers can be accessed by any Texan that requests a copy of your records.

Hopefully, the information you provide will eventually lead to a resolution that is acceptable to both you and your customer.