TrustScore is a business rating system developed by TrustedPros using a unique grading structure based on our Ethical and Professional Code of Conduct. TrustScore rates contractors and other home service professionals in regards to how they fulfill their professional obligations to their customers, suppliers and employees. These obligations include a company's determination to complete the services they promise and honor all monetary obligations to their suppliers and employees. The firm must also possess integrity and quality control measures to drive their client relationship management strategies.

The rating system uses public information and data obtained directly from businesses. The scorecard ratings are from 0 to 5, with 5 being the highest score. TrustedPros will give the rating of N/A or 'Not Available' in instances when sufficient data for score is not available. TrustScore ratings can be obtained for businesses listed with TrustedPros through our contractor directory.

The rating system is reliable and a good starting point for making consumer decisions about a business however, TrustedPros recommends when evaluating a business, additional factors must be considered - due diligence is the key.

Customer Reviews and Ratings

This score is calculated from all customer reviews and ratings received, with a heavier weighting for recent reviews and ratings. This TrustScore component will range between 2.5 for contractors that received great reviews and highest customer ratings and -2.3 for contractors that received poor reviews and lowest customer ratings. Complaints that are removed after they are shown to be unfounded, are not included in the calculation of the TrustScore. Please note, however, that complaints and poor reviews that are removed under threat of litigation or harrasment are still included in the calculation of the TrustScore until such time as these are withdrawn by the complainant or after they are shown to be unfounded. A contractor that compels removal of a review, rating or complaint under threat of litigation, will nullify any positive customer reviews it has received and these will not be included in terms of the calculation of such contractor’s TrustScore. A negative score is therefore attributed to a contractor that compels removal of a review, rating and/or complaint through threat of legal proceedings instead of choosing to challenge the legitimacy of such review, rating and/or complaint through the posting of a public reply or by presenting TrustedPros with sufficient evidence that such review, rating and/or complaint is unfounded.

Unverified and Suspicious Reviews

This rating looks at unsubstantiated and questionable reviews. Unverified reviews are reviews, during screening on TrustedPros' website, are determined to provide a lack of information, causing TrustedPros staff to contact the customer to request additional information or documents to verify the review. If the review cannot be confirmed, it will be considered unverified. Reviews marked as unverified will have limited impact on a business's rating because some reviewers may be uncomfortable with providing the information or documents requested. However, if a company accumulates a large number of unverified reviews the business's score will receive a negative score. More than three unverified reviews results in a reduced score of -0.20.

Suspicious reviews are identified when TrustedPros believes a person, who is associated with the company, was not a client, was paid by the company or has financial interests in the company, posted the review. Suspicious reviews can account for up to a reduced score of -1.2

Supplier, Creditor and Employee Complaints

This rating examines the ability of a business to honor obligations and commitments to its employees and vendors. The TrustScore analyzes supplier and creditor complaints as well as employee complaints.

Supplier complaints are the number of claims filed with TrustedPros about the business such as unpaid or overdue invoices and loans. These complaints are scored as a loss of up to -1.5. If complaints were reversed to meet supplier's or creditor's satisfaction the score is also reversed.

Employee complaints are the number of complaints filed with TrustedPros against a business by an employee or former employee in regards to unpaid wages, unsafe working conditions or practices, or unethical business practices. Other workplace disputes will not be accepted. For workplace disputes we encourage such employees to contact the Provincial or Territorial labour boards. The resulting grade of employee complaints will receive a reduced score of up to -0.5. If complaints were reversed to meet employee's satisfaction the score is also reversed.

Time in Business

In this section the rating is based on the length of time a business has been in operation. TrustedPros relies on the business to provide accurate information related to the company's founding. If the firm fails to provide accurate information, it will be regarded as a false or misleading action in their TrustScore. Time in business can account for up to 0.50 points.

Presenting False or Misleading Information or Making False Statements

When a business provides the public with false or misleading statements including false claims on information, credentials, required licenses, photos, or inaccurate statements or advertisements on their TrustedPros profile page and/or company website that is accessible from their TrustedPros profile page, it will result in a loss of up to -0.80 per occurrence.

Transparent Business Practices

The TrustScore of a business can be improved if they post any of the following information on their public TrustedPros profile page:

• The URL of the company's website and/or links to social media pages - worth 0.10 points
• Trade license information - worth 0.20 points (Depending on the type of work offered, some businesses may not require a Trade License. If trade license is not required - worth 0.20 points), (If required but not provied, 0.20 points will be deducted)
• Insurance information - worth 0.20 points (If not provied, 0.20 points will be deducted)
• Workers Compensation information - worth 0.20 points (If a self-employed contractor does not have employees, they may not be required to carry Workers Compensation Insurance. If Workers Compensation insurance is not required - worth 0.20 points), (If required but not provied, 0.20 points will be deducted)
• Physical address or mailing address of the business - If not provied, 0.20 points will be deducted

Peer Endorsements

This section is based on a company's ability to provide consumers with professional services that have been witnessed firsthand and endorsed by other contractors they have worked with. Points are only awarded for endorsements received by another TrustedPros member that has a minimum TrustScore of 3.5. Endorsements account for up to 0.15 points.

Time Listed with TrustedPros

This rating is regarding the length of time a company has been listed on the TrustedPros website. Once a company has been listed with TrustedPros for 6 months without any complaints (supplier, creditor or employee), and maintains an overall customer rating above 3.4.

Government Actions

Government Actions result when a business (or one of its principals or employees) has been charged or convicted in relation to the Consumer Protection Act, Criminal Code or other applicable laws, or is being investigated in terms of non-compliance with applicable laws and other legal requirements.

Questionable Affiliation/Association

A “questionable” affiliation or association is one where a contractor or vendor has ties, whether legal, business, familial, de facto or otherwise, with other contractors or vendors that have questionable credentials or a checkered past (as determined using reviews, ratings and the Trustscore of such third party contractors or vendors).

Rating Points Overview

This chart shows the maximum number of points that can be earned or deducted in each element of the TrustScore system.