What to Do When Work Quality is Poor: A Property Manager’s Guide

Every property manager faces this problem at some point. You hire a contractor to fix something, and the work just isn’t good enough. Maybe they didn’t finish the job completely. Maybe they did sloppy work. Or maybe they promised one thing but delivered something else entirely.

When services are poor and timely, your properties suffer, your tenants complain, and your job becomes much harder. This guide will help you handle poor work quality the right way, protect your properties, and find better contractors in the future.

Why Poor Work Quality Happens

Before we talk about solutions, let’s understand why contractors sometimes do bad work. This isn’t about making excuses. It’s about knowing what went wrong so you can prevent it next time.

Common Reasons for Bad Work

They’re Overbooked: Some contractors take on too many jobs at once. They rush through your property to get to the next one. The result? Half-finished work that looks messy.

They Lack Skills: Not every handyman can do every job. Someone might be great at painting but terrible at plumbing. They take jobs they’re not qualified for because they need the money.

Poor Communication: Sometimes the contractor thought you wanted one thing, but you actually needed something else. Nobody’s fault really, just a misunderstanding.

They’re Too Cheap: You know the saying “you get what you pay for”? If you hired the cheapest bid, the contractor might be cutting corners to make a profit.

No Accountability: When contractors know they won’t face consequences for bad work, some stop trying their best.

Signs of Poor Work Quality

How do you know when work is actually poor? Here are the red flags to watch for:

Incomplete Jobs: They say they’re done, but you can see things are clearly unfinished. Missing pieces, unpainted spots, or loose fixtures.

Messy Worksite: Professional contractors clean up after themselves. If they leave tools, trash, and materials everywhere, that’s a bad sign.

Shortcuts: You can tell they rushed. Paint drips on the floor. Uneven cuts. Things that aren’t level or straight.

Damage to Other Areas: Good contractors protect your property. Bad ones leave scuff marks on walls, scratches on floors, or broken items.

Doesn’t Match Agreement: You asked for specific materials or methods, but they used something different and cheaper.

Problems Within Days: The repair breaks again almost immediately. This means they didn’t fix the real problem.

What to Do Immediately

When services are poor and timely, you need to act fast. Here’s your step-by-step action plan:

Step 1: Document Everything

Before you do anything else, grab your phone and take pictures. Lots of them.

What to photograph:

• Close-up shots of the poor work
• Wide shots showing the whole area
• Comparison photos if you have “before” pictures
• Any damage they caused
• Materials they left behind

Take videos too. Walk through the space and narrate what’s wrong. This creates a clear record you can use later.

Write down notes immediately. Include:

• Date and time you discovered the problem
• What specifically is wrong
• What you agreed the contractor would do
• How much you paid

Step 2: Stop Payment (If You Haven’t Paid Yet)

If you haven’t paid the final bill, don’t pay it yet. This is your leverage to get things fixed.

Send a message right away saying: “I’ve noticed several issues with the work. I’m holding payment until we can discuss and resolve these problems.”

If you already paid, you can still get results, but it’s harder. We’ll cover that below.

Step 3: Contact the Contractor

Call them first, then follow up with an email or text. Stay calm and professional, even if you’re angry.

Here’s what to say: “Hi [Name], I’ve inspected the work at [property address] and found several issues that need to be addressed. The [specific problems]. This doesn’t meet the standards we discussed. Can you come back to fix these issues?”

Give them a chance to make it right. Most contractors want to maintain their reputation and will return to fix problems.

Step 4: Set a Deadline

When services are poor and timely, delays make everything worse. Don’t leave things open-ended.

Say: “I need these issues corrected by [specific date]. Please confirm you can meet this deadline.”

Be reasonable. Give them a few days, not a few hours. But don’t give them weeks either.

Step 5: Get Their Response in Writing

Whatever they agree to, get it in writing. A text message or email works fine.

You want proof that they acknowledged the problems and agreed to fix them. This protects you if things go to court later.

If They Won’t Come Back

Some contractors won’t return your calls. Others make excuses but never show up. Here’s what to do when they won’t fix their mistakes.

Send a Formal Letter

Write a clear, professional letter or email that includes:

Your formal complaint: “This letter documents the poor quality work completed at [address] on [date]. The following issues need correction: [list everything].”

What you want: “I’m requesting you return to fix these issues at no additional cost by [date].”

The consequences: “If these issues aren’t corrected, I will hire another contractor to fix them and deduct the cost from your payment” (if you haven’t paid) or “pursue reimbursement through small claims court” (if you already paid).

Your evidence: “I have documented all issues with photographs and video, available upon request.”

Send this via email and certified mail if possible. You want proof they received it.

Hire Someone to Fix It

When services are poor and timely, you can’t wait forever. Your tenants need working repairs.

Get quotes from other contractors to fix the problems. Make sure they document what was wrong with the original work.

Keep all receipts and invoices. You’ll need these to prove your costs.

Withhold Payment (If You Can)

If you haven’t paid yet, you have the right to withhold payment for work that wasn’t completed properly.

However, you should only withhold the amount related to the poor work, not the entire bill. For example:

• If the job was $1,000 and 30% of it is bad, withhold $300
• Pay the remaining $700

This shows you’re being fair, not just trying to avoid paying.

Small Claims Court

When services are poor and timely, and the contractor won’t make it right, small claims court might be your answer.

You can typically sue for amounts up to $5,000 to $10,000, depending on your state. This is a simple process you can do without a lawyer.

What you’ll need:

• Your original contract or agreement
• Photos and videos of the poor work
• Communications with the contractor
• Receipts for repairs done by others
• Estimates showing the cost to fix things

Most contractors will settle before it goes to court. Just filing the claim often motivates them to fix the problem.

Leave Honest Reviews

After everything is resolved (or not resolved), leave reviews. Be honest but professional.

Good review format: “I hired [contractor] for [job]. Unfortunately, the work quality was poor with [specific issues]. When I requested corrections, [what happened]. I cannot recommend their services.”

Post on:

• Google Reviews
• Yelp
• Facebook
• Nextdoor
• Any contractor platforms they use

This warns other property managers and encourages contractors to maintain quality standards.

Preventing Poor Work in the Future

When services are poor and timely, prevention is worth a pound of cure. Here’s how to avoid hiring bad contractors in the first place.

Better Contractor Vetting

Check references: Don’t just ask for references—actually call them. Ask specific questions:

• “Was the work completed on time?”
• “Did they clean up after themselves?”
• “Would you hire them again?”
• “Any issues with quality?”

Verify insurance and licenses: Make sure they’re properly licensed in your state. Check that their insurance is current. One accident on your property could cost you thousands.

Start with small jobs: Don’t give a new contractor your biggest project first. Start them on something small. If they do well, give them more work.

Get multiple quotes: Always get at least three quotes. The cheapest isn’t always the best, but neither is the most expensive.

Write Better Contracts

A good contract prevents most problems. Include these details:

Scope of work: Be very specific about what you want done. Not “fix the bathroom” but “replace toilet, install new faucet, repair tile around shower.”

Materials: List the exact materials, brands, and quality levels you expect.

Timeline: Include start date, expected completion date, and penalties for delays.

Payment terms: Never pay everything upfront. A typical structure:

• 10-25% deposit to start
• 25-50% at halfway point
• Remaining balance after final inspection

Quality standards: State that all work must meet local building codes and industry standards.

Inspection clause: Reserve the right to inspect work before making final payment.

Correction policy: Include language about fixing problems at no additional cost.

Inspect Work Before Final Payment

When services are poor and timely, catching problems early is crucial. Always inspect work before you pay the final bill.

What to check:

• Is everything from the scope of work completed?
• Does it look professional and clean?
• Does everything work properly?
• Are there any damages to surrounding areas?
• Did they clean up completely?

Make a punch list of anything that’s not perfect. The contractor fixes the punch list items before getting paid.

Build Long-Term Relationships

When you find good contractors, treat them well. Pay on time. Give them regular work. Refer them to other property managers.

Good contractors who know they have steady work from you will prioritize your properties and maintain high standards.

Keep a list of trusted contractors for different specialties:

• Plumber
• Electrician
• HVAC technician
• Handyman
• Painter
• Roofer

Having go-to people means you’re less likely to hire someone unreliable when you’re in a rush.

Using Technology to Manage Contractors

Modern property management software can help prevent problems when services are poor and timely.

What good software does:

• Tracks contractor performance over time
• Stores photos of their work
• Records response times and completion rates
• Maintains their contact info and certifications
• Creates a history you can reference

You can quickly see which contractors consistently do good work and which ones have problems.

Software also helps with:

• Sending work orders with clear instructions
• Setting automatic deadline reminders
• Documenting everything in one place
• Creating reports for owners

When everything is documented digitally, contractors know they’re being held accountable.

Dealing with Tenant Complaints

When services are poor and timely, tenants get frustrated. They report a problem, someone comes to fix it, but the problem isn’t actually fixed.

How to handle tenant frustration:

Acknowledge the problem: “You’re right, that work wasn’t done properly. I’m getting it fixed correctly.”

Explain your plan: “I’ve contacted another contractor who will come out on Tuesday to fix this properly.”

Set realistic expectations: “This should be completed by Friday. I’ll update you Wednesday to confirm we’re on track.”

Follow through: Do exactly what you said you’d do. Call Wednesday. Make sure it’s done by Friday.

Consider compensation: For major inconveniences, consider a small rent credit. This shows you take their concerns seriously and helps maintain the relationship.

When to Fire a Contractor

Some contractors need to be cut from your list permanently. Fire them if they:

• Repeatedly do poor quality work
• Won’t return to fix problems
• Damage your properties through carelessness
• Miss deadlines constantly
• Are rude to tenants
• Don’t respond to calls or messages
• Show up intoxicated or high
• Violate safety rules

When services are poor and timely, giving someone too many chances hurts your business. One or two mistakes? Give them a chance to improve. Three or more? Find someone else.

Legal Considerations

Before taking legal action, know your rights and responsibilities.

Your rights as a client:

• Expect work to be completed as agreed
• Withhold payment for incomplete or poor work
• Hire others to fix problems and seek reimbursement
• Sue for damages in small claims court

Your responsibilities:

• Pay for work that was completed properly
• Give reasonable time for corrections
• Document problems before withholding payment
• Follow your contract terms

Every state has different laws about contractor disputes. If you’re dealing with a large amount of money (over $5,000), consider consulting a lawyer.

The Bottom Line

When services are poor and timely, it creates stress for everyone—you, your tenants, and even good contractors who have to fix someone else’s mistakes.

The key is having systems in place:

• Careful contractor vetting before you hire
• Clear contracts that protect you
• Proper documentation of all work
• Inspection before final payment
• Quick action when problems arise

Most contractor relationships work out fine. But when they don’t, knowing how to handle it protects your properties, your reputation, and your wallet.

Remember: you’re not being difficult by expecting quality work. You’re being professional. Contractors who can’t meet basic standards shouldn’t be working on your properties.

Build a team of reliable professionals, treat them well, and don’t settle for poor quality. Your properties and your tenants deserve better.

Quick Action Checklist

When you discover poor work quality:

• [ ] Take photos and videos immediately
• [ ] Document all problems in writing
• [ ] Contact the contractor within 24 hours
• [ ] Hold final payment if possible
• [ ] Set a clear deadline for corrections
• [ ] Get their response in writing
• [ ] Inspect corrected work before paying
• [ ] Consider legal action if they won’t fix it
• [ ] Leave honest reviews to warn others
• [ ] Update your contractor list

By following these steps, you’ll handle poor work quality professionally and protect your property management business. When services are poor and timely, swift and decisive action makes all the difference.