Before you start a new home with a builder, there's something you should know. Most builders are decent people, but some avoid responsibility by hiding the truth, and they rely on the 3 D's: deny, deflect and distract.
Spot these early and you'll save yourself a lot of headaches and heartache. This guide shows you what each D sounds like on site, what to say back, and what to do if it doesn't stop.
The 3 D's and What They Sound Like
You'll hear these tactics everywhere these days, but here's how they show up on a building site.
Deny refers to simply denying the truth or facts of a situation. You present the evidence, and it's brushed aside as "not true". To overcome this, remain calm and restate the facts, and provide any evidence you have to back them up. Don't engage in a back-and-forth argument. Just keep bringing the discussion back to the facts.
Deflect means shifting the blame or changing the subject to avoid addressing the real issue. You raise a legitimate concern, and the person deflects by accusing you of something or pivoting to a tangential point. The key here is persistence and patience. Gently but firmly steer the conversation back to the original issue. Ask open-ended questions to make sure the important points are addressed before moving on.
Distract involves diversionary tactics to shift focus away from the actual topic. Long stories, jokes, irrelevant information or a flood of questions are ways people avoid issues they'd rather not discuss. Restate your concern and ask for a direct response, for example: "I'd like to come back to the leak in the ensuite. When will it be fixed?" Stay on track until you get an answer.
Real Site Examples
Spotting Denial
You point out cracked tiles or a crooked wall and the builder says, "That's within tolerance" or "That's normal." Politely stand your ground, provide photos, check the QBCC Standards and Tolerances Guide, and get a second opinion from an independent inspector if needed.
Deflection: Passing the Buck
"That's the plumber's fault" or "The supplier sent the wrong windows." Don't accept it. As the principal contractor, the builder is responsible for the work of their subcontractors and suppliers. Insist the issue is resolved under your contract.
The Distraction Game
Changing the subject, vague answers, or "we'll look into it" and "we'll get back to you" are classic stalling. If someone says they'll get back to you, politely ask for a date. Note it in your diary and follow up if it passes.
If it doesn't stop: raise the issue with the builder in writing first and give them a reasonable chance to fix it. If that fails, use the QBCC's early dispute resolution or lodge a complaint with the QBCC. Under Queensland's standard new home contracts you have a 12-month defects liability period from practical completion, and the QBCC home warranty timeframes are strict, so don't let stalling run the clock down. Be careful about naming a builder in public posts or reviews, as that can carry defamation risk.
Bring It Back to the Facts
Stick to Written Records
Refer to any written contracts, quotes, invoices or correspondence you have as evidence. Say something like: “According to the quote dated XX/XX/XXXX, the work was supposed to include XYZ. Can you please clarify why that hasn’t been done?” Written records are hard to dispute and help avoid “he said, she said” arguments.
Ask Direct Questions
Ask simple, direct questions about specific work. For example: "The plans show a 2,400mm high laundry window and you've installed a 2,100mm one. Can you explain why?" Don't let them change the subject or make vague promises to fix it later.
Set Clear Expectations
Be clear about what you expect: "To resolve this, I need the correct window installed as shown on the plans within the next two weeks. Please confirm you'll do so by email."
Your Toolkit
Ask for specifics
Don't accept vague promises or generalisations. Ask for concrete details, facts and figures. Request to see plans, invoices, timelines, or other physical evidence to back up what you're being told. The more specific the details, the harder it is for someone to be deceitful.
Do your own research
Don't rely only on what you're told. Check claims against your contract, plans and specifications, and look up the builder's licence and history on the QBCC licence search.
Put requests in writing
Verbal agreements are easy to deny or forget. After any site meeting, send a quick email summarising what was agreed and by when. Written records give you evidence and accountability.
Set deadlines and follow up
Give clear deadlines, say you'll follow up, then actually do it. Consistent follow-up makes it hard for anyone to stay elusive.
Stay calm and don't argue
Don't get drawn into a heated debate, and don't yell, insult or threaten. It only makes people defensive. Restate your position politely: "I understand this is frustrating, but my position hasn't changed." If they say something isn't their responsibility, ask: "Can you show me where the contract says that?"
Trust your instincts
If something feels off, there may well be reason for concern. Investigate further before you proceed or sign anything.
Conclusion
Now you know the three tactics some builders use to avoid responsibility, and what to say back. Stand your ground, ask direct questions, get everything in writing, and escalate to the QBCC if you need to. Stay sharp, and you'll avoid the builders who play games and end up with a home you're proud of.
Further Reading
Unveiling Emotional Marketing Tactics: How to Resist FOMOUnveil emotional marketing’s secrets and spending manipulation. From FOMO to greed, learn marketer’s tricks to override rational thinking. Resist impulse buys, make informed choices, outsmart marketers!
10 Logical Fallacies Explained & How to Spot ThemLogical fallacies are errors in reasoning that can mislead us. In this article, we explore 10 common logical fallacies, how to identify them, and why it matters—especially when dealing with construction decisions, sales pitches, or negotiations.
