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Guide · As the client
How to talk to your contractor about delays or work that isn’t right
Here’s how to raise it firmly, without souring the job.
Check what you agreed
Look at the contract, quote or messages for the timeline and the details.
Describe the problem with facts
What, where and since when, with photos if you have them.
Describe, don’t diagnose ›What you might want to sayThis is a disaster. Did anyone even look at the plans?
Porcupine · The behavior, not the person“A disaster” and “did anyone even look” are verdicts. Uneven tile along the tub, and two weeks late, are what they can fix.
What might land betterThe new tile in the bathroom is uneven along the tub, and the job is two weeks past the date we agreed. I’ve attached photos.
Ask what happened
There may be a supply delay, or a reason you don’t know about.
Check before assuming ›What you might want to sayYou obviously don’t care about this job.
Porcupine · Actions, not motives“You obviously don’t care” guesses why. “What’s been holding things up?” asks.
What might land betterWhat’s been holding things up?
Say what you need
A clear request with a date is easy to act on.
Honest and hearable ›What you might want to sayJust fix it.
Porcupine · A clear, doable request“Just fix it” has no date. Fixing the tile, and a new date by Friday, does.
What might land betterCould you fix the tile, and give me a new finish date by Friday?
Keep it professional
Frustration is fair. Insults make it harder to get the job finished well.
Respect, even when angry ›What you might want to sayYour crew is useless.
Porcupine · No sarcasm, insults or contempt“Useless” is an insult. “I’m frustrated” says the same thing straight, and wanting it finished well keeps you on the same side.
What might land betterI’m frustrated, and I want to get this finished well.
Agree on next steps in writing
Confirm the fix and the new date by email or text.
What you might want to sayOkay, sounds good.
Porcupine · A clear, doable request“Sounds good” leaves it in the air. The fix and June 20, in writing, are something you can both point to.
What might land betterConfirming: you’ll redo the tile along the tub and finish by June 20.
If it isn’t resolved
If it becomes a contract or money dispute you can’t settle, a local consumer protection office or a lawyer can tell you your options.
Safety first ›
The common mistake
Waiting until the end to raise it
It’s easy to let small problems slide to keep things friendly, then face a long list at the end. Raising each one as you see it is easier to fix, and keeps the job on track.
Honest and hearable ›If it doesn’t go the way you hoped
What they might say, and what you could say back.
If they sayThe tile’s within normal tolerance.
You could sayCould you show me what the standard is? It’s visibly uneven along the tub.
If they saySupply delays aren’t my fault.
You could sayI understand. Could you give me a realistic new date, and keep me posted if it changes?
If they sayThat’ll cost extra.
You could sayLet’s check the quote. I think it’s part of the original job. If not, I’d like an estimate first.
Putting it together
The whole message, before and after.
What you might want to sayThis is a disaster. Did anyone even look at the plans?
Porcupine · A clear, doable requestWhat’s wrong, how late, photos, a question and a clear ask with a date. It’s firm, and it’s all about the work.
What might land betterThe new tile in the bathroom is uneven along the tub, and the job is two weeks past the date we agreed. I’ve attached photos. What happened with the timeline? Could you fix the tile, and give me a new finish date by Friday?
Run a Quills Check on yours
Write what you want to say, however it comes out. I’ll show you if the quills are up, and a version with them down.
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Common questions
Should I hold back payment?
Check your contract first. Many set payments by stage. Raise the problem in writing before changing what you pay.
Should I talk to the workers or the contractor?
Raise problems with the person you hired, or the project lead. They’re responsible for the work.
How do I keep it from happening again?
Ask for a written schedule with dates, and a quick weekly update.
Know someone this would help?
Send them this guide. The link shows its title and one of its examples.
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Guides are general information, not legal, financial or professional advice. If you’re afraid of how someone might react, put your safety first and talk to someone you trust (Safety first).