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When the work does not match what was contracted: what people did, and the one thing that ends your leverage

A different material was installed than the one specified. Having been through it and asked others, the sequence matters more than the argument.

Do these first, before saying anything

  • Photograph everything, including labels, packaging, stamps on the material and anything left in the skip. Once it is covered or removed, the evidence is gone.
  • Find the written specification. The quote, the contract, the email confirming the choice. The whole thing turns on what was written down.
  • Write down dates. When you noticed, what you were told, by whom.

Then

  • Raise it in writing, factually, without a demand attached. "The contract specifies X and Y appears to have been installed, can you confirm" gets a much more useful answer than an accusation. Sometimes it is a genuine supply substitution nobody told you about.
  • Ask for the remedy you actually want, and know which one that is: replacement, a price reduction, or completion of the missing parts. These are very different conversations.
  • Keep it to the specification. Arguments about quality are subjective; the difference between what was contracted and what was installed is not.

The one thing that ends your leverage
Paying the final instalment. Almost everyone said the same: the outstanding balance is the only real leverage, and it disappears the moment it is paid. Withhold a proportionate amount, in writing, with the reason stated, and keep paying for the parts that were done correctly.

Worth knowing: manufacturer warranties on materials often depend on correct installation, so a substitution can void cover you thought you had. That is frequently a bigger cost than the material difference.

Rules and remedies vary by country, and for anything large it is worth actual professional advice rather than an internet consensus.

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  • @pay_the_rest · 3w ago

    The final payment point is the one to internalise. Once it is paid you are asking for a favour; before it is paid you are negotiating.

    Withhold proportionately and say why in writing. Withholding everything for a partial problem is what turns a solvable dispute into a legal one, and it damages your position rather than strengthening it.

    Also: pay for what was done properly, promptly. It makes the withheld part obviously about the specific issue rather than about not wanting to pay.

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  • @document_first · 3w ago

    Photographs before the conversation, always. The instant a contractor knows there is a dispute, the packaging goes, the offcuts go, and what is left is your word against theirs.

    Photograph the delivery when it arrives, not just the finished work. A photo of a pallet with a label on it, dated, is the single most useful piece of evidence in this whole category and it takes five seconds while the delivery is happening.

    I now do this on every job as a matter of routine, and twice it has ended a disagreement in one message.

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  • @contract_mismatch · 3w ago

    The warranty point caught me out. A material installed outside the manufacturer's specification can void cover on the whole installation, and that is often worth far more than the price difference being argued about.

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