We had a deeply frustrating experience building our home with Town & Country Builders. While they…read moremarket themselves as a custom home builder, our design choices were consistently challenged. Rather than accommodating our preferences, we were often told, "this is how we typically do it." For example, we reiterated our preferred paint choice at least five times before it was accepted--only to later discover the wrong paint had been used.
Early on, we traveled from afar and spent 2 days selecting every detail of our home, expecting a smooth process. Instead, poor planning and lack of communication undermined our efforts. Our flooring wasn't ordered until the week before installation, months after selection, and it was on backorder. We scrambled to find a replacement floor, and the company was unapologetic. The wrong bathroom tile was installed. They blamed us and insisted we cover the cost, even though we had image proof of our selection. After multiple frustrating conversations, they corrected the mistake. Wrong light switches were installed, with T&C expecting us to pay for the extra labor. Items were ordered without consulting us, including major purchases like exterior siding & shower inserts.
Their organization, communication, and project management were disastrous.We had little insight into what was happening or what was being ordered. Instead of using a modern system, they relied on sticky notes, leading to repeated follow-ups and confusion. Emails went unanswered for weeks or months. Eventually, we purchased our own appliances, which led to retaliatory claims that we had to install our own oven vent-- something another professional confirmed was the company's responsibility and against inspection requirements.We also had a complete lack of visibility into the budget. Updates took weeks or months, leaving us in the dark despite repeated requests.
Move-in was a disaster. They failed to provide a walkthrough & purposely poured our driveway just days before move-in, making it difficult to unload furniture. The exterior was covered in dirt, bugs, and construction debris. They insisted it had been cleaned, but we had to demand a power wash. We moved in August 2024 with a long list of projects needing completion before final sign-off. To ensure completion, we withheld our final payment, which occurred in November 2024. The last time we heard from the general contractor, Brad, was June 2024. He stopped responding entirely, leaving us in the dark about key issues.
Post-move-in issues reinforced our disappointment. Brad blamed a neighbor's drainage issue on us, even though the problem was caused by a faulty lawn drain that T&C had installed at the neighbor's home. He falsely claimed that our grading & sod caused the issue. Meanwhile, our yard was poorly graded, requiring us to hire another company to fix it. During freezing temperatures, a major leak occurred in our well water pipe flooding the street. Brad blamed our elderly parents, claiming they should have adjusted the heater pump before leaving for the winter. The contractor who installed the heater confirmed the failure was due to faulty equipment and no manual temperature control even existed. To make matters worse, the water pump house was poorly insulated & falling apart upon opening.We hired another vendor to fix the issue just to have running water. Now, more than 14 months later, we are still waiting for T&C to address the matter. They are refusing to communicate with us, claiming we owe $400--something that was never properly communicated. As a result, we paid out of pocket for their mistake, despite it being covered under warranty.
Throughout our experience, there were repeated delays, lack of communication, and an overall sense that our project was not a priority. Emails and messages went unanswered, key orders were mishandled, and we often had to chase them down for updates. Rather than take responsibility, T&C frequently shifted blame onto us or vendors.
