Tilghman Builders

I am so sorry that you had a bad experience with Tilghman Builders. This upsets us a lot. We are extremely proud of our company which has been in business for more than 40 years. Our reputation is based on honesty and integrity.

We called and texted you and your husband to see if you were satisfied and if there were any outstanding issues. You never responded to us. We would have continued to come back until you were happy. That’s what we do - we have come back years and years later for our customers, to fix things even well beyond the warranty. We have a great reputation and a very big heart, and all of our employees do, too, and they work really hard to please our clients.

I know you went through a lot of emotions when your husband became sick, and you needed to get out of your twin home as soon as possible for your comfort. We did everything we could to make that happen as soon as possible for you. As you said, we were building you a 2-story addition with plans and permits in place. We were supposed to start excavation the next day when you changed directions. We had no problem reducing the size of your project so you were more comfortable.

Your steep stair issue was being resolved in your new addition, but when you changed direction, we didn’t have many choices. The choices we did have you didn’t want to do. There was nothing that we could have done to change your stair situation, and for that I am sorry.

We are an extremely organized company, and sit down with our customers at the beginning of every project. One of the things we talk about are what can go wrong in doing any kind of remodeling on a home. Unfortunately for us, there are just too many hands that go into designing and building projects, that make human error happen. We have a “ what to expect list” which we shared with you that talks about what can go wrong, and how we will correct them if this happens. Unfortunately our cabinet company ordered you the wrong upper color cabinets. This is completely out of our control, and because the color was so close, our guys did not notice this when they put them up. Of course, when you told us, they immediately took them down and we ordered the right ones. We know this can be frustrating, but we fixed it for you.

The microwave unfortunately came in damaged as well. Again it is out of our control, but we immediately ordered a new one. When we did receive it, one of our guys was wearing a sweatshirt with a zipper, and put a small scratch in it. This was totally our fault, but things do happen, even with our own employees. We do whatever we can to make it right, so we thought it would be easier on you if we just replaced the door of the microwave, but in doing a lot of research we found it wasn’t possible, so we replaced the whole thing. This did take time, but you had a microwave to use, until the new one came in.

We were staining the floor to match your existing floor as close as we can, so there were no decisions that you needed to make. We would have come back and fixed any bubbles that you had.

I’m sorry our guys didn’t clean up all the time. We have a reputation for very neat job sites, but perhaps because no one was living there they thought they could do it at the end of every week, instead of every day. You just needed to tell us. Communication is so important and we would have corrected it.

We are a very detailed company, and have everything written in the proposal of what’s included in your project. We never have a grey area that leads to you not knowing what you're getting. If you want something else, we are more than happy to do it for you, but it will be at an extra cost.

We have pages and pages of people on our reference list who enjoyed working with Tilghman Builders. Eric, we call him “Junior” (our son's name is Eric as well and he is also one our lead carpenters), is our newest lead carpenter, and is extremely skilled in his craft — so much so, we put him in a lead position. He is such a good guy, and extremely loyal, so it hurts us to hear you didn’t trust him. He is a little quiet, and we can say, he needs to communicate more on a day to day basis of what is going on. That said, if you told us how you were feeling, and the things you weren’t happy with, we would have corrected them immediately.

We never leave a job, until you are happy with everything. You just never responded back to us, for all the calls, texts, and emails we sent you. We would be more than happy to come back and fix anything that is not up to your standards. We have high standards too, but without communicating to us, our hands are tied. If you get this review response, please respond to any of the ways we’ve reached out to you so we can work on a resolution for you.

- Bob and Joanne Tilghman

Jennifer,
We know your project is completed now, and we are very happy with how it turned out, blending with your existing home, and we trust you are happy with it, too. As with any project, we set our timeline and work hard to be planful for unforseen issues. We are sorry that your project did have some challenges, that we worked through together, and with your beautiful new porch as the result. The issues you needed fixed have since been resolved by our team.
We would be happy to help you on any future projects you dream for your home, and wish you only the best.

Thank you... It was a pleasure working with you and Grace.
Joanne