Wanted to share a contractor dispute we navigated this year in case it helps others. It had a reasonably good resolution but required some firmness on our part.
The situation: Our kitchen contractor installed a tile backsplash that was clearly not what we specified. The contract said “Anatolia Tile, Mostra 3x12 in Dove Grey” — what was installed was a similar but different tile in a slightly different tone. Not dramatically different, but not what we paid for.
When we noticed: During the installation, actually. We flagged it immediately and the contractor said it was “the same tile, just a different lot.” It was not — different manufacturer, different product.
What we did:
- Photographed the installed tile next to the specification in the contract
- Searched the installed tile’s box (found on the job site) — confirmed it was a different product at roughly 40% lower cost
- Sent a formal email to the contractor identifying the discrepancy, citing the contract clause, and requesting either replacement with the specified product or a price reduction equal to the material cost difference + premium for inconvenience
The contractor’s response: Initially defensive — claimed they told us about the substitution. We had no record of this in email or text (which is why written communication matters).
How it resolved: After 10 days of back-and-forth, the contractor agreed to replace the backsplash with the specified product at no additional charge. The job took an additional 3 days.
What I learned: Document everything in writing. A verbal authorization to substitute materials is no authorization at all.
Happy to answer questions about the process.