Abstract

Home has many layers of meaning as does the term, home improvement. The first and most common way of thinking about home is the structure in which we reside. For decades the American dream has involved home ownership. It is important to understand both the emotional and financial value of having a shelter and structure to call home. Losing this can be one of the most stressful events in life. The fires in Los Angeles County during the beginning of 2025 impacted thousands of people. Individuals, families, and communities were disrupted and forced to rebuild as well as reconsider what and where they once called home. Homeowners choose to embark on remodeling projects for many other reasons unrelated to natural disasters. All are emotionally and psychologically vested in the success of their projects. Second to car dealerships, home improvement contractors receive more complaints than any other industry. Consumer satisfaction matters. When expectations in home renovation projects are not satisfied, consumers have various avenues with which they can make complaints and seek resolution to the issues they encounter. This research investigates consumer satisfaction and complaint resolution in the home improvement industry. Four resolved cases between homeowners and construction contractors from Los Angeles County between 2020-2025 were selected and analyzed using a qualitative, exploratory research design including the creation of artwork to process emotional responses in healthy ways. The aim of this study was to provide a snapshot of consumer satisfaction and complaint resolution in order to facilitate more harmonious projects for both homeowners and contractors in the future. Care and fairness were reoccurring themes in the four cases. Contractors were accused of failing to care for their businesses by maintaining the appropriate licensure and insurance in three out of four cases. Complaints also involved a lack of quality workmanship, or failure to care for the homeowners. Fairness complaints related to contracts, liens, and deposits. Recommendations for homeowners and contractors are to pay attention to licensure and insurance as well as contractual fairness.

Library of Congress Subject Headings

House construction—California—Los Angeles County; Dwellings—Remodeling—California—Los Angeles County; Consumer satisfaction—California—Los Angeles County

Date of Award

2025

School Affiliation

Graduate School of Education and Psychology

Department/Program

Education

Degree Type

Dissertation

Degree Name

Doctorate

Faculty Advisor

Kay Davis

Second Advisor

Amanda Wickramasinghe

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