What to Do When Things Go Wrong with a Contractor in BC

Most contractor disputes start small: a job that stalls, work that is not what was agreed, or a price that grows once the walls are open. The homeowners who get better outcomes are rarely the ones who argue the loudest — they are the ones who keep a record, put the problem in writing, and move through the right steps in order. This guide walks through that ladder, from the first written message to Consumer Protection BC, the Civil Resolution Tribunal, and the lien deadlines you must not miss.

Act early and in writing

Two things are running against you as soon as a dispute starts: memories fade, and legal deadlines keep moving. Start a written record the day you notice the problem, and confirm every conversation in writing afterwards.

• Write down what went wrong, when you noticed it, and what you want the contractor to do about it.
• Send the message by email or another method that leaves a copy — not by phone.
• Describe facts, not frustration: dates, what was agreed, what happened, and what you want fixed.
• Give a clear deadline for a reply, and say what you will do next if you do not hear back.
• If you need the work to stop, say so in writing and get legal advice quickly — stopping work is a contract decision with consequences.

Build your paper trail

A dispute is decided on evidence. Gather these documents into one folder, on paper or in the cloud, before you escalate anywhere:

• The signed contract, written quotes, and every approved change order.
• Emails, text messages, and dated notes of phone calls or site visits.
• Photos and videos of the problem — close-ups, plus wide shots that show where the area is in the home.
• Invoices, receipts, bank or credit card records, and a schedule showing what you have paid.
• Permit numbers, inspection records, and the names of subcontractors or suppliers who came to the property.

Give a written chance to fix it

Before a regulator or tribunal will step in, you usually need to show that you tried to resolve the problem directly with the business. Send one clear written request that says what is wrong and where, when you first noticed it, what the contract or quote promised, the outcome you want (a repair, a replacement, or a refund of the affected amount), a reasonable deadline to respond, and how you would prefer to resolve it without taking further steps. Keep it factual and professional, send it so you have proof of delivery, and keep a copy. Many problems are settled at this stage — and if they are not, this letter becomes evidence.

Escalate to the right authority

If the written request does not work, match the problem to the right body. These are the main routes in BC:

• Consumer Protection BC — the provincial regulator for BC's consumer protection laws, including rules about certain consumer contracts and about deceptive or unconscionable conduct. Try to work things out with the business first: Consumer Protection BC expects that step, and not every complaint becomes a case — it may refer you to a court, tribunal, or legal advice instead.
• The Civil Resolution Tribunal (CRT) — BC's online tribunal for civil disputes. It handles small claims up to $5,000 through a free information tool, negotiation, facilitation, and finally a decision by a tribunal member. CRT decisions can be enforced like court orders. The CRT cannot decide builder's lien claims — those go to BC Supreme Court.
• Technical Safety BC — regulates electrical and gas work under the Safety Standards Act and takes reports of incidents involving that work at 1-866-566-7233. If the problem is unsafe or unpermitted electrical or gas work, report it there as well as pursuing your own claim.
• Lawyers and the courts — larger or more complex claims, and anything involving a lien, generally belong in BC Provincial Court or BC Supreme Court. A lawyer can tell you which route fits your dispute and what it will cost.

Do not ignore lien deadlines

One BC rule stands apart from the rest of a contract dispute: the Builders Lien Act. It lets contractors, subcontractors, workers, and material suppliers put a claim of lien on your property when they are not paid — even if you have already paid your general contractor. The claim is filed against the title to your land, and it can block a sale or refinancing until it is resolved. The Act also sets strict clocks. A claim of lien generally must be filed within 45 days of the relevant completion event, and the basic holdback period is 55 days. Those clocks can start when a contract is completed, abandoned, or terminated — not when you notice the problem. Once a claim of lien is filed, an action to enforce it must generally be started within one year. The Act also assumes the person paying for the work keeps back a 10% holdback, and that holdback is one of the things a lien attaches to. Because the exact deadline depends on your project, confirm the dates for your situation with a lawyer or the Land Title Office as soon as a lien appears.

Red flags that turn a fixable problem into a legal one

• Verbal agreements and handshake changes — if the scope, price, or timeline was never written down, both sides end up remembering a different job.
• Letting work continue after you have said stop — every extra day adds cost and makes it harder to separate good work from bad.
• No photos or dated records — defects get covered up, repaired, or argued away.
• Paying in full before the deficiencies are fixed — once the money is gone, your main source of leverage is gone too.
• Missing deadlines — lien filing and enforcement dates, and the general time limit for civil claims, do not wait for the dispute to calm down.

Where to start in Kelowna

If the work is fixable, send the written fix request today, then follow the escalation route that fits the problem. If you are reading this before hiring anyone, start with the directory's How to Check a BC Contractor's Licence and Insurance guide, then compare general contractors and renovators in Kelowna and send each one the same written scope. If you need an independent, documented opinion on the defects before you escalate, a licensed home inspector can inspect the work and put the findings in writing. Keep every document — the paper trail you build now is what decides the outcome later.