WARNING: Major construction defects and unresolved workmanship issues…read more
We built with The Builders Group (now TBG Homes) in 2024. While the project initially appeared organized, repeated coordination failures and incorrect installations quickly became apparent.
The most serious issue was the master shower. A floating bench was installed incorrectly and broke the first time it was used, causing a fall and exposing additional construction defects that ultimately required a full demolition and rebuild. The bench was installed by a subcontractor that TBG later told us they would not use again due to poor-quality work. It had been "anchored" to a single 2x4 as opposed to studs, yet the TBG president, who acted as the contractor for our home, stated it was rated to support up to 400 lbs.
Despite this failure, TBG did not agree that a full rebuild was necessary. Multiple independent contractors we consulted separately concluded that a complete tear-out was required to properly address waterproofing and structural concerns.
There were also repeated tile issues throughout the process. The shower had already been tiled incorrectly once and redone, yet two walls were still installed in the opposite direction of what we had clearly requested and documented with reference photos. Leadership continued to frame this as a preference issue, while contractors identified it as an execution problem. Proposed solutions included partially retiling a single wall--which we were told would further compromise waterproofing--or adding metal legs to support the floating bench, neither of which addressed the underlying failure or matched the design we paid for.
After closing, TBG acknowledged certain issues but not the full scope of our concerns, and asked us to gather estimates from outside contractors. We were willing to do this to move things forward, but they later expressed frustration with the timeline despite contractor availability being outside our control. Only one contractor was able to take on the full scope of work, and although he had a long waitlist, he also provided the lowest estimate, making him the only realistic option. Repairs could not begin for several months. In the meantime, our primary bathroom was unusable, and because the guest bathroom is upstairs, I had to climb stairs to shower for over a year in our brand-new home, including late in pregnancy.
We genuinely love our home and appreciated many aspects of the design, drafting, and build process. If this issue had been resolved appropriately, our overall experience would have been very different. The bench broke just 9 days after closing--well within the 1-year warranty period. Instead, TBG did not take responsibility for identifying or covering the cost of a qualified contractor, leaving us to manage and fund the necessary repairs ourselves.
TBG ultimately offered to cover 30% of the repair cost based solely on photos of the damage and without ever inspecting it in person. Their proposal included conditions such as waiving our remaining warranty, releasing future claims, agreeing not to speak negatively about their work, and keeping the agreement confidential. We declined these terms and paid for the full rebuild ourselves, redirecting funds we had set aside for other pressing needs for our growing family. Based on our experience, settlement terms like these may limit what customers feel able to share publicly.
The design, drafting, warranty, and customer service teams were professional and helpful, which is reflected in our rating. However, we were unable to reach a resolution with leadership that addressed the seriousness of this issue.
BOTTOM LINE: The master shower required a full rebuild due to installation defects and structural failure. The financial, logistical, and personal impact was significant and avoidable. We are relieved to have completed the repairs and hope this helps other homeowners make a more informed decision. The broken bench and inadequate framing are documented in the attached photos.
