Let’s Take It Outside: How to Avoid Contractor Conflicts

In the end -- and I don't know whether the owner thought WFS botched the job, or whether he didn't want me to complain to the referring pond shop about him -- they got my water feature running right and didn't charge more. The owner did, however, recommend about $400 more work to improve my feature. I asked for a written bid. I'm still waiting.

Afterward, I wondered how I might better handle future contractor conflicts. I called Matt Maury, president of Home Owners Club, a Seattle company that helps homeowners solve home upkeep issues. The company also runs www.homeownersclub.org, which offers subscribers information on home maintenance, finding specialists and fraud protection. Here's what Maury advised:

• Stop that check. If you've paid the contractor, and the situation sours right away, stop payment on the check or call your credit card company and ask for a pay freeze. This buys you time to solve the problem.

• Finish with the person you started with. Unless you really don't want this contractor back to your home, give him the chance to make things right.

• Use leverage. Invoking the name of the person or company that referred you is often enough to make the contractor want to save his reputation - and his referral source.

• Assume the best. Save the accusations. Start gently with the assumption that most contractors care about their reputations and want to do the right thing.

• Focus on the problem. Whether dealing with the worker or the supervisor, you'll get better results if you focus on what still isn't right, rather than the worker's incompetence. (My mistake: Complaining to the boss about his employee made the boss defensive.)

• Contact your Better Business Bureau. The BBB can put a ding on a company's businesses record, and has a dispute resolution service to help consumers.

• Accept the olive branch. If an owner makes good, and points out extra work you need done, he's trying to regain your confidence, says Maury. "That's a good sign." Or maybe he's heard what I'd be like in a bar fight.

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