What to Do If Work Doesn’t Match the Quote

Work doesn’t match the quote? Learn what to do next, how to handle extra charges, and how to resolve disputes quickly with clear written steps.

You agreed a quote, the work started — and now what’s happening on site doesn’t match what you expected. Maybe the finish is different, key tasks are missing, or you’re being told “that wasn’t included”. This situation is frustrating, but it’s also common — and it can usually be handled without a full-blown dispute if you act early and keep everything clear.

This guide explains what to do if work doesn’t match the quote, how to resolve it step-by-step, and how to protect yourself if the problem escalates.

First: Clarify What “Doesn’t Match” Means

There are a few typical scenarios:

• Missing work: tasks in the quote haven’t been done

• Different materials/spec: cheaper alternatives used without agreement

• Lower quality finish: workmanship below reasonable expectations

• Extra charges: you’re billed for items you believed were included

• Scope confusion: you expected something that wasn’t written down

The right response depends on which category your issue falls into — so start by identifying the exact mismatch.

Step 1: Stop and Check the Paper Trail

Before you confront anyone, gather what you already have:

• The written quote (PDF/email/message)

• Any follow-up messages where details changed

• Photos of what was agreed (if relevant)

• Photos of what has been done so far

• Any invoice or payment record

If your quote was vague, this is where problems begin — which is why understanding the most common quote-comparison mistakes is so important when hiring.

Step 2: Compare Scope Line-by-Line (Not Emotion vs Emotion)

Most disputes become personal too quickly. Keep it technical.

Go through the quote and mark:

• What is explicitly included

• What is explicitly excluded

• What is unclear or not mentioned

• What was agreed later in messages

If something isn’t mentioned at all, it may not be included — but if something is clearly included, it should be delivered or explained.

Step 3: Raise the Issue Immediately (Politely, In Writing)

Don’t wait until the job is finished. The earlier you raise it, the easier it is to fix.

Send a short message like:

• “Just checking — the quote includes X, but I can’t see it completed yet. Can you confirm when that will be done?”

• “The quote specifies Y material/finish — can you confirm what’s being used on site?”

Always keep the conversation in writing, even if you spoke in person.

Step 4: Ask for a Clear Plan to Correct the Work

A reliable provider will respond with:

• an explanation

• a plan to correct or complete missing items

• a revised timeline if needed

If the fix is reasonable, agree the next steps and ask them to confirm in writing.

Tip: If the problem relates to unclear quote items or “extras”, check your guide on unexpected extra charges — it helps you identify what should have been clarified upfront.

Step 5: Don’t Approve “Extra Work” Without a Written Variation

A common problem is being told something costs extra mid-job.

Before agreeing:

• Ask what changed and why

• Request a written price for the extra work

• Confirm the revised total cost

• Approve it in writing before the work continues

If a provider adds work without permission and tries to charge you later, that’s a serious issue.

If you want to reduce this risk in future, the key is learning how to prevent price increases once work starts.

Step 6: If Quality Is the Issue, Be Specific

If the work is poor quality, avoid vague complaints like “This is bad”.

Instead:

• take clear photos

• describe the specific issue (uneven finish, gaps, damage, wrong spec)

• reference the agreed outcome (quote/spec/photos/messages)

• request a correction plan

Most professionals want to protect their reputation and will fix genuine issues — but you need to be precise.

Step 7: Hold the Right Payment Until the Right Work Is Done

This is where many people lose leverage.

General good practice:

• Pay staged payments only when the stage is completed

• Keep the final payment until the job matches the agreement

• Don’t pay for disputed items until clarified in writing

This isn’t about being difficult — it’s normal consumer protection.

Step 8: If They Refuse to Fix It, Escalate Calmly

If you get stonewalled, take the next steps:

• Ask for a final written response and breakdown

• Document everything (messages + photos + dates)

• Consider getting a second opinion (especially for major defects)

• If needed, seek formal consumer advice in the UK

In many cases, disputes are resolved once the provider realises you have a clear record and a structured approach.

Step 9: How to Prevent This Next Time

Most “doesn’t match the quote” problems come from:

• vague scope

• verbal agreements

• unclear exclusions

• no process for variations

Next time, you can prevent it by:

• getting everything in writing

• comparing quotes with a checklist

• confirming fixed vs estimate

• agreeing how changes are handled before work starts

• checking credibility before paying deposits

If you’re unsure about a provider, follow a simple process for how to verify a tradesperson before you hire.

Final Thoughts

When work doesn’t match the quote, speed and clarity matter. Don’t wait, don’t argue emotionally, and don’t approve extra costs without written confirmation. Most issues can be resolved quickly if you keep everything documented and insist on clear scope and agreed terms.

If you’re hiring again soon, the safest approach is to request multiple quotes, compare scope properly, and choose a provider who communicates clearly from the start.

FAQ — What to Do If Work Doesn’t Match the Quote

1) What should I do first if work doesn’t match the quote?
Check the written quote and messages, compare scope line-by-line, and raise the issue immediately in writing before the job progresses further.

2) Can a contractor charge extra if it wasn’t in the quote?
Only if the scope changed or unexpected issues were found — but they should explain it and confirm the new cost in writing before doing the extra work.

3) What if the contractor says “that wasn’t included”?
Ask them to point to the exclusion in the quote. If it’s unclear, request a written clarification and an updated quote before continuing.

4) Should I pay the final amount if the job isn’t finished correctly?
It’s normal to hold final payment until the work matches the agreed scope and reasonable quality — especially if there’s a dispute.

5) What if the work quality is poor but the quote is vague?
Be specific: document issues with photos, request corrections in writing, and consider a second opinion if the issue is serious.

6) How do I avoid this problem next time?
Get a detailed written quote, confirm inclusions/exclusions, agree how variations are priced, and compare quotes using a structured checklist.

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