Total Custom Homes, Lower Salford Township PA

I recently purchased a Total Custom Home in September 2020. Up until closing the transaction went smoothly, that is until we tried to get the builder to correct a defect in a bathroom mirror after closing. This was a known issue that was identified during walk through. The builder agreed to replace the bathroom mirror to correct the glass defect after closing. We set aside funds in escrow at closing to have some assurance the job would be completed and gave the builder two months to complete. If the job was not be completed by the deadline the escrow funds would be released to me the buyer. That’s when it all went bad.

First an employee of Total Custom Homes reached out to me about 3 weeks after close and said they would come over and take care of job. Went back and forth on email, and then employee just stopped communicating. We waited several more weeks and then magically with 36 hours before the escrow deadline the builder reached out and wanted to take care of issue. We accommodated them and got workers into our house the next morning. The mirror glass had been ordered and was sitting in our closet. However, this large mirror (about 4ft x 8 ft) was permanently mounted to the wall with heavy wood trim that was drilled into the studs. When the mirror was replaced the workers they simply drilled out the plug holes (10 of them) in the wood to remove the wood trim and then reused the same trim and filled the holes with putty to cover the screw heads. The wood putty did not match in color of the trim nor could be sanded because it would mar the mirror wood trim. So we were left with an ugly rough putty filled holes all over the trim. It very noticeable and nowhere close to what it looked like before the trim was ever touched.

I told them the job was not acceptable and that either new trim should have been used or at the very least new wood plug holes to match the old one be used. The worker did mention they were thinking about ordering new trim but did not have with them. The builder sent back the work again the next day to attempt to fix it again. This was now the last day of the deadline before the escrow would be released to me.
The worker came back and did the exact same process! He took out the putty, put new putty back in and tried to smooth it over. The outcome was the same as the day before. I told them again it was not quality workmanship and did not look anywhere as good as before they ever touched the mirror.

The builder told me that is the best they can do and demanded the escrow be released to hm. I told them the work was not acceptable. Also, the individual I was dealing with was the President (Jack MacCord) and he was very short and demanding. Customer service after the sale has been poor. This was a very easy “fix it right situation” and costs would have been minimal to simply have new trim for the repair. The builder chose just to do shoddy work and not own up to the fact that the repair was not done properly.

Be very careful with this company for any follow up work after you purchase your home. Make sure you have a good escrow fund and be very specific about what the builder still needs to perform. Take lots of photos of the work before and after (like I did) so you have ample evidence when you will invariably have to fight to get it repaired correctly.
We are 4 months after our closing and mirror is still not correct and I do not have the escrow money to go get it fixed correctly myself. Builder refuses to release the escrow to me yet also says the finished work is perfect and nothing else they can do.

Very sad that such a small item has to turn a large home purchase into a negative situation with this builder. Buyer beware!

Extremely qualified builder. Worked with Phil, who is a very creative thinker and excellent designer. He has at least two solutions for every challenging space. Phil has an incredible eye for detail, a wonderful work ethic and communicates every step of the way. We are absolutely delighted with the results. There will be no call-backs here!

Total Custom Homes built my home exactly as I hoped it would be. They helped me make good decisions so that there was a consistent look throughout the home. My wife and I are so happy with how everything turned out - better than we imagined. Very professional and courteous every time we met.

The Total Customs Home team made us a wonderful deck with stairs that leads to our back yard. John and Bob understood what we were looking for with the budget that we had. They were very professional in the way they handled Covid, going so far as to get their own Porta-Potty to use since a member of our family is at risk. They were punctual every morning and worked diligently- taking the time to make sure our yard was clean and tidy every day before close. We are very satisfied with our deck and the workers that built it.
Thank you!

Awesome reliable organization that delivers high quality for your family, your most valuable asset!

Quality builder with excellent attention to detail. Many options and flexible floor plans makes this builder a truly custom builder. Highly recommend to build your home as well as additions and renovations.

These builders really work with you to make your vision come to life. They help you get the most for your money while building the home of your dreams. I especially appreciated how courteous and professional they were every step of the way. We totally recommend this company.

We’re in the process of building our home with TCH. We really enjoy working with Phil. He pays attention to every detail and is extremely responsive. So far, the quality and service has been excellent! I’d definitely recommend them!

For many years I have had the pleasure of working with Total Custom Homes. It has always been a great experience and I will continue to recommend them to all of my clients.