Step 1: Stop and Document Everything
Before you call the contractor, before you post a review, before you do anything — document the problem. Take detailed photos and videos of every defect. Use a ruler or tape measure in the photos for scale. Photograph from multiple angles and distances. Include wide shots that show context and close-ups that show detail.
Write down exactly what's wrong, referencing the original contract or scope of work. "The tile grout lines are uneven" is okay. "The tile grout lines are uneven, deviating from the 1/8-inch spacing specified in Section 3 of the contract dated January 15" is better. Specific, documented complaints carry weight. Vague frustration does not.
Save every text message, email, and voicemail between you and the contractor. Screenshot text conversations. If important conversations happened verbally, follow up with an email summarizing what was discussed: "Per our conversation today, you agreed to…" This creates a written record even when the original exchange was verbal.
Step 2: Send a Written Notice
Contact the contractor in writing — email is fine, but a certified letter with return receipt is stronger for legal purposes. In your notice:
- Describe the specific defects or failures, referencing the contract where possible
- Include photos as attachments or enclosures
- State clearly what you expect: correction of the work, a timeline for completion, or a partial refund
- Set a reasonable deadline — 10 to 14 business days is standard
- Keep the tone professional and factual, not emotional or threatening
This written notice serves two purposes: it gives the contractor a fair chance to make things right, and it creates a legal record that you followed a reasonable process. Many states require you to provide written notice before you can pursue legal remedies. Skip this step and you may undermine your own case later.
Step 3: Give Them a Chance to Fix It
Most reputable contractors will respond to a clear, documented complaint. They may not agree with every point, but they'll engage. If the contractor acknowledges the problem and proposes a fix, get the plan in writing: what they'll do, when they'll do it, and who will pay for materials and labor. Don't accept verbal promises at this stage — everything in writing.
If they fix the work to an acceptable standard, you can move forward. If they attempt a fix but it's still substandard, document the failed repair attempt and move to the next step.
Step 4: Consider Mediation
If the contractor refuses to fix the work, denies responsibility, or goes silent, consider mediation before jumping to legal action. Mediation is a structured negotiation facilitated by a neutral third party. It's faster and cheaper than court, and it often produces a workable solution.
Many local bar associations and community organizations offer low-cost or free mediation services for contractor disputes. Some contracts even include a mediation clause — check yours. If the contractor agrees to mediation, it shows good faith. If they refuse, that refusal strengthens your position if you go to court.
Step 5: File Complaints with the Right Agencies
If the contractor is unresponsive or refuses to resolve the issue, file complaints with:
- Your state's contractor licensing board. If the contractor is licensed, the board can investigate, impose fines, or revoke the license. This is one of the most effective levers you have. Verify the license first to make sure you're filing with the right agency.
- The Better Business Bureau (BBB). A BBB complaint creates a public record and often prompts a response from contractors who care about their reputation.
- Your state's attorney general or consumer protection office. For fraud, deception, or egregious misconduct, this is the appropriate escalation.
- The surety company (if bonded). If the contractor has a contractor bond, you can file a claim to recover your financial losses.
Step 6: Small Claims Court
Small claims court is designed for disputes like these. The dollar limits vary by state (typically $5,000 to $25,000), filing fees are low ($30 to $100 in most states), and you don't need a lawyer. You'll need to present your documentation: the contract, photos, written communications, your notice letter, and evidence of what you paid vs. what you received.
Judges in small claims court see contractor disputes regularly. Clear documentation and a calm, organized presentation make a strong impression. Emotional outbursts and vague complaints do not.
Step 7: When to Hire Another Contractor
If the original contractor has abandoned the project, refused to fix their work, or been unresponsive for an extended period, you may need to hire someone else to complete or correct the work. Before you do:
- Get a written assessment from the new contractor documenting the defects they found
- Get a written estimate for the cost to fix or complete the work
- Take photos of the condition before the new contractor starts
- Keep all receipts — these become evidence of your damages if you pursue a claim
The cost of the remediation work is part of your recoverable damages in a bond claim, small claims case, or mediation.
Common Mistakes Homeowners Make
- Paying the full balance before the work is complete. A safe payment schedule with retainage prevents this. Once you've paid everything, your leverage disappears.
- Making threats without documentation. "I'll sue you" without evidence is just noise. Documentation is leverage; threats are not.
- Hiring a second contractor to fix the work before documenting the first contractor's failures. If you fix the problem before documenting it, your evidence is gone.
- Waiting too long to act. Statutes of limitation and bond claim deadlines are real. Don't let anger or avoidance cause you to miss filing windows.
- Posting defamatory reviews. Stick to facts in any public review. Opinion is protected; false statements of fact are not.
Protect Yourself Going Forward
The best defense against bad contractor work is prevention. Before your next project:
- Verify the license independently
- Confirm insurance by calling the carrier directly
- Check references and visit past job sites
- Get multiple detailed quotes and compare them carefully
- Use a written contract with clear scope, timeline, payment schedule, and dispute resolution terms
- Never pay more than 10% upfront or pay for work that hasn't been completed