Resolving Job Site Conflicts between Homeowners and Contractors

Higgins. That’s because there are so many variables to consider: applying for permits, ordering and receiving materials, scheduling subcontractors and waiting for inspections. There are also the factors you can’t control. Weather can seriously delay an outdoor project such as roof work, siding or building a deck. When it comes to setting deadlines, contractors have a habit of “being a little unrealistic,” admits Dean Bennett, president of Dean Bennett Design and Construction, Inc. in Castle Rock, Colo. “We are bad about being optimists,” Bennett says. “We are trying to please the homeowner. And in a lot of cases, we didn’t think it all the way through. As a general contractor, you think, ‘My electrician should be done with this in five days,’ but then they are not working on Good Friday and then that part did not come it. So, it’s better to give a time range rather then a deadline.” Linda Minde of Tri-Lite Builders in Chandler, Ariz., says you should ask your contractor to guarantee a timeline upfront. And homeowners need to take responsibility for their role in that timeline. Her company requires that clients make all design selections—such as granite, tile, paint colors and light fixtures—before any work begins. “If we all of the sudden realize, ‘we do not have this part,’ and the homeowner says, “I am going out of town; I cannot make that decision right now’ it holds up the project. It makes a mess,” Minde says. Make a Plan and Stick with Your Decisions Before you even call a contractor, come to an agreement with your spouse or partner about what the end result of your remodel should be. If you are not working with a design-build firm or an architect, consider hiring a remodel consultant or project manager. Higgins provides homeowners with 3-D models of what their completed project will look like, complete with paint colors and tile choices. This can be very helpful for people who have trouble visualizing a blueprint and can reduce costly change orders mid-project. If a picture in a magazine or a home improvement program inspired you to make a change, understand that there are limits to what your contractor can do. “Sometimes homeowners can be unrealistic in terms of what is available,” says Minde. “For instance, with all the green building going on, people want certain kinds of paint. But that paint doesn’t come in a myriad of colors.” So, don’t blame the contractor if the certain item you want simply doesn’t exist in the size, quantity or materials you require. Insist on Regular Progress Reports In your contract, stipulate that you want to have a weekly meeting with the general contractor. Even if you are living in the home while the work is going on, there’s a good chance you are unaware of the particulars of the project. This communication can help limit costly and time-consuming surprises. “We have a project manager assigned to your job,” Minde says. “We have weekly client meetings so they know ‘this is what is going to happen this week.’ On Monday, Tuesday, Wednesday, there will be drywall going on. On Thursday and Friday, I am going to have to wait for it to dry so we will not be here. What we all say in our company is, ‘we should never hear the phone ring with clients saying, ‘what is going on?’ If we ever got a call from a client, we have not done our job.” Create a Realistic Budget If you have $50,000 for a kitchen remodel, plan your project so it will cost $40,000, says Bennett. Leaving a 20 percent cushion can help cover unexpected costs, such as the plumbing that no one knew needed replacing until the walls were ripped out. It also creates some wiggle room when, for example, you thought you only wanted a basic $500 tub but then saw a $2,000 model that became a must-have. AFTER WORK BEGINS Handle Disputes Calmly Greg Antonioli has a philosophy at his firm, Out of the Woods Construction in Arlington, Mass. It is: “Never allow the homeowner to turn you into an adversary.” That means, no matter how loudly the homeowner yells, don’t help fuel the argument. “I tell people, ‘Bite your lip and maintain congeniality,’ ” Antonioli says. “Remind the homeowner that we’re in this together.” This philosophy should work both ways. If you are incensed over something your contractor did, turning up the volume is not the best way to fix the situation. Being politely persistent and persuasive are much more effective tactics, Antonioli says. “If you’re the nice guy, on any given morning when the contractor has to decide where to send resources his resources, odds are they’re going to go not to the squeakiest wheel but to the nicest squeaky wheel.” If your contractor made a mistake on the project—placed a window in the wrong spot or installed the kitchen tile in the bathroom—give him the opportunity to correct the error, Antonioli says. This should come at no cost to you. If your contractor is obviously dishonest, such as he took your deposit and never returned to do the work or you think he’s trying to scam you into paying him more money, report him to your local authorities as well as the Better Business Bureau. You can fire him outright and then take him to court. Most contractors would rather negotiate with the homeowner than go to court, Bennett says, so see if you can come to an agreement before you hire a lawyer. Bottom line: When undertaking any remodeling project, try to hire the right person for the job, get everything in writing and handle disagreements calmly.

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