Why References Still Matter
Online reviews are helpful, but they're easy to game. A contractor can buy five-star reviews, bury bad ones, or create new profiles when the old ones get ugly. Personal references — real people who hired the contractor and lived with the results — are harder to fake and far more revealing.
A reference check is your chance to hear directly from someone who went through the exact experience you're about to have. Did the contractor show up on time? Did the final cost match the estimate? Did they fix problems without a fight? These are things no website can tell you reliably. The reference call is your reality check.
How Many References to Request
Ask for at least three references from projects completed in the last 12 months. Why three? Because anyone can find one satisfied customer. Three gives you a pattern. And insisting on recent projects matters because a contractor who did great work five years ago may have different crews, different processes, or different ownership today.
If the contractor can't produce three recent references, that's a data point. It might mean they're new (not necessarily bad, but you should know that), or it might mean they don't have three happy customers. Either way, you need to understand why before moving forward.
What Questions to Ask Past Clients
Don't just ask "Were you happy with the work?" That's a yes-or-no question that tells you almost nothing. Instead, dig into the details with questions like these:
- What was the scope of your project, and did the final result match what was promised? This tells you whether the contractor delivers on commitments.
- Did the project stay on budget? If not, how were the overages handled? Cost overruns happen, but how a contractor communicates them reveals their character.
- How did they handle problems or unexpected issues? Every project hits snags. What matters is whether the contractor solved them professionally or made excuses.
- Were they responsive when you called or texted? Communication breakdowns are the number-one complaint homeowners have about contractors.
- Was the job site left clean at the end of each day? This sounds minor, but it's a reliable indicator of professionalism and respect for your home.
- Would you hire them again? This is the ultimate question. Listen carefully to the answer — and especially to any hesitation.
How to Spot Fake References
Some contractors provide friends or family members as "references." Others use employees. Here's how to identify references that aren't legitimate:
- The reference can't describe the project in detail. A real client remembers what was done, how long it took, and what it cost. Vague answers like "it was fine, they did a great job" with no specifics are suspicious.
- The phone number traces to the contractor's business. Do a quick reverse lookup on the phone number. If it's the same area code and exchange as the contractor's office, proceed with caution.
- They're overly enthusiastic with zero complaints. No project is perfect. A reference who says everything was flawless with no hesitation is either not real or not being honest.
- They can't tell you the address of the project. A real homeowner knows where the work was done. If they can't name a street, something is off.
The strongest reference check is one you can verify independently: ask for the project address and drive by. If the work is visible from the street (a roof, siding, a new addition), you can see the quality for yourself.
Visiting Past Job Sites
If the contractor does exterior work, ask to see a completed project in person. A reputable contractor will be proud to show off their work. Look at the details: Are the edges clean? Are materials aligned properly? Does the work look like it was done with care, or does it look rushed?
For interior work, some past clients may be willing to let you see the finished space. This is especially valuable for kitchens, bathrooms, and custom work where craftsmanship matters. If the contractor hesitates to connect you with a past client for a site visit, ask yourself why.
Online Reviews vs. Personal References
Use both, but weight them differently. Online reviews give you volume — patterns across dozens of customers. Personal references give you depth — the full story from one customer. Neither alone is sufficient.
When reading online reviews, look for specifics. "John's team installed our hardwood floors and they look amazing" is more credible than "Great contractor, highly recommend!" Also look at how the contractor responds to negative reviews. Defensive, aggressive, or dismissive responses are a red flag. Professional, solution-oriented responses are a good sign.
Check multiple platforms: Google, the Better Business Bureau, Yelp, and Nextdoor all capture different audiences. A contractor with great reviews on one platform and terrible reviews on another warrants further investigation.
Red Flags in Reference Responses
Beyond fake references, watch for these warning signs in legitimate reference conversations:
- "The work was fine, but communication was terrible." If communication was bad for them, it'll be bad for you.
- "They started strong but disappeared toward the end." This is a common contractor pattern — moving on to the next job before finishing yours.
- "There were some issues, but I didn't want to make a big deal about it." This often means the homeowner was dissatisfied but conflict-averse. Dig deeper.
- "I haven't been able to get them back to fix a few things." Warranty callback responsiveness is one of the most important indicators. A contractor who won't come back to fix punch-list items is one you should avoid.
Putting It All Together
Reference checks are one part of a complete trust verification process. Pair them with license verification, insurance confirmation, and a careful review of the written estimate. No single check is enough on its own, but together they give you a clear picture of who you're hiring.
Document your reference calls: who you spoke with, what they said, and when the conversation happened. If a dispute arises later, this record matters.