ComplaintsforToll Brothers, Incorporated

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Toll Brother's "quick move in ready" home in the ********community, closing in October. There have been major deficiencies within the home. From roofing not installed properly, abnormally squeaky floor joists, yard drainage issues, shower drainage issues, plumbing hardware installed incorrectly, 30+ nails found in our yard, damaged doors installed, toilet paper hardware falling off the walls, rattling ceiling fans, chipped shower trays, loose fence posting, a dishwasher that falls over because it wasn't installed correctly. I don't want to continue this list, you get the gist. Some warranty items have been resolved, with much pushback. Other items are still outstanding and Toll is standing their ground, not even willing to listen to us, and being contradictory to previous discussions. We are dealing with *************************, and *******************************. We desperately need to speak with someone else!When warranty items have been addressed, they've had to be handled multiple times because the craftsmanship to properly repair something, isnt done. For instance, super glue was used to repair the toilet paper hardware. SUPER GLUE?? I have had exposed floor outlets open for 6 months now. Carpet not tacked back, with little nails or staples being found daily. Carpet on the stairs took MONTHS to be tacked back. When work was done upstairs, initially it wasn't taped off, and there was sawdust flooding our vents and into downstairs, and never cleaned up properly. This has been a horrible experience and we are needed TRUE resolution. We are not being treated fairly, with the customer service that is expected from a brand like Toll. The quality of work does not align with Toll. We do not want to hear from ***** or **** at this point, we need someone else who is willing to listen. ***** even said to a neighbor of ours, "This is a lower end Toll neighborhood, the attention isn't provided here". How upsetting!

  Business response

  08/07/2023

  We appreciate our customer bringing their concerns to our attention.  Customer satisfaction is a top priority and we appreciate the opportunity to respond.  In researching their mentioned items, it was found that several items including roofing issues, yard drainage and clean-up, loose fence posts, and dishwasher issues have been resolved prior to closing.
  
  As our customer stated being unsatisfied with our Customer Care Team and seeking to speak to someone else; I, Director of Production and Quality, will be reaching out to our customer to review their outstanding concerns. While several of these items are currently scheduled for repair, a plan of resolution will be set in place for all warrantable items.
  
  We understand our buyers frustrations and we look forward to resolving their concerns according to Toll Brothers Limited Warranty and restoring our valued relationship.

  Customer response

  08/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Though I appreciate the response, I will wait to close out this discussion once I hear from somebody other than ***** or ****. The hot topic is the flooring in the loft area and stairs  
  

  Also, those items mentioned that were resolved at closing, we not resolved at time of closing or we wouldn't had closed on time. Our closing was even delayed because the house was a disaster and should've never been presented to us that way.  A few items have been resolved over the past few months, and some are actively being worked on as we speak. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We signed an agreement to build a home in the subdivision of ************** in Surprise AZ. The home build was sold as a 12-to-14-month build. Today we are at almost 17 months and still do not have a closing date. This has been a very frustrating home buying experience especially when you consider Toll Brothers built an entire block of new show homes in this community in six-month period while we were awaiting our home. Please help us fight this massive corporation. All we want is to finish our home. Thank you!

  Business response

  07/26/2023

  Thank you for choosing to build with Toll Brothers. Customer satisfaction is our top priority and we truly apologize for the frustration you have experienced due to the extended build time. We understand that the team has now confirmed a closing date in September and we are committed to delivering the beautiful home that was promised to you when you started your journey with us. 

  Customer response

  07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from Toll Brothers in Middleton, Idaho (********************************). We moved in Septemeber of 2022. The amount of unfinished, or poorly done/hazardous things we have found is unbelievable. It is the MAIN thing the whole community discusses. I understand they put these homes up quickly, but when you have a service call for warranty repair, the FIRST thing they do is blame the homeowner or say, "That's how we do it." We paid for an inspection prior to moving in and some things were repaired. We have been here almost a year and our paint inside and out is STILL not completed/repaired. The grout in both bathroom floors is cracking in multiples places. I have expressed my concern for water finding its way and the possibility of mold. I also think we have moisture under the home. I have multiple other issues but what is MOST DISTRUBING is the lack of customer service. I have put in multiple emails to the warranty department and have received NO response from contractors. I have emailed the warranty department to inform them and receive NO communication back. The paint contractors (there have been more than one) NEVER show up with paint or sprayers or even know what they are there for even though I send a DETAILED email telling the warranty department exactly what needs to be painted and if it's interior or exterior. The last painters put the wrong finish paint in the bathroom and it looks worse than ever. I know that is not Toll Brothers, but they need to hire quality painters the first time and the second, third, fourth time they come out.

  Business response

  07/19/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with warranty follow up.  Customer satisfaction is a top priority and we strive to provide an exceptional experience.  Our local Customer Care Representative has scheduled an appointment with you for 7/27/23 when you will review your open items.  If you have additional concerns, please contact your Customer Care Team. Thank you.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Toll Brothers Smart Home failed to provide alarm services for over 60 days. Despite numerous attempts for writer to resolve the issue, 14 calls with the company, resolution was not obtained. When writer requested to cancel the services, Toll Brothers Smart Home threatened writer with Termination Fees. I do not want Termination Fees assessed. Toll Brothers Smart Home may keep the full monetary amount I had to pay for 6 months of services, NONE of which were provided. I want confirmation from Toll Brothers Smart Home that the Agreement is terminated and no further money will be sought from writer. I don't even want the ridiculous amount I had to pay for services never received. Just want confirmation the Agreement is TERMINATED and I never have to deal with Toll Brothers Smart Home, again.

  Business response

  07/19/2023

  Thank you for sharing your experience with Toll Brothers Smart Home.  We are sorry to hear of your frustration with the alarm service.  Customer satisfaction is a top priority and we strive to provide an exceptional experience.  Toll Brothers Smart Home has confirmed that your agreement has been terminated with no further money owed. Thank you.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Occurring leakage from the roof. Starting 4 years ago and they ended up replacing part of the root top but won't match the shade of the roof top even they have admitted it was their fault from the beginning

  Business response

  06/10/2023

  We thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with your rooftop.  We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Customer Care Representative, Customer Care Manager and Senior-level Construction Manager have confirmed that the leak has been repaired.  This required the partial replacement of the waterproofing membrane, *******.  We will not be replacing the entire ******* membrane as it is not necessary and non-warrantable.  Please contact your Customer Care Team with any future issues.  Thank you. 

  Customer response

  06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this leak was a pre-existing condition from prior to our settlement which toll brothers have failed to correctly repair repeatedly till this time after back and forth with them. Floor of the rooftop shade is not a match due to their mistake from 4 years ago. Why do We need to suffer with difference in shade when it was toll brothers problem all along. If they did their job correctly from the beginning I would not have to have a different shade of rooftop floor nor I had take off time for them to repair wrong multiple times. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was pushed to close and threatened to lose earnest money if I didn’t close on the date they requested. After doing a blue tape walk through, exactly 1 week later they forced us to either close escrow or lose all our earnest money. Roughly $50,000. We obviously didn’t want to lose our earnest money so we felt we had no choice. April 10th was our original close date, which got moved out roughly one week. It’s now may 25th, 2023. And our front yard is still dirt, no irrigation, the driveway is still cracked and hasn’t been fixed. So we are coming up on 2 months now that it can’t be rented. The community pool (to which we pay HOA due for) is a complete mess. Weeds everywhere. Another original selling point that is now a liability.

  Business response

  06/03/2023

  ************************,
  
  Thank you for reaching out ********; we are sorry to hear you are dissatisfied with your new home. Your statement indicates that three issues (delayed landscaping, cracked driveway concrete, and the condition of the community pool) are preventing you from renting out your home, however the sales agreement you signed specifies that the home is to be owner-occupied.
  
  The agreement also states that some items (such as landscaping) might be delayed due to weather, however you agreed to close escrow and allow those items to be completed at a later date. 
  
  Our Customer Care team has scheduled a vendor to expedite your front yard landscaping and the work is slated for completion next week.
  
  Your driveway repairs were scheduled for completion last week, but when the contractor arrived at your home, he was unable to do the work because you had arranged for the disconnection of electrical services. Please let us know when electrical utilities have been restored to your home and we will be glad to schedule our concrete vendor for a return appointment.
  
  Regarding the community pool, there are no clauses in the agreement of sale you signed indicating the completion of amenities within a certain timeframe, however, our team is hard at work on the pool and expects it to be complete by 6/28 at the latest.
  
  Our Area Sales Manager has already contacted you to directly discuss the concerns you have outlined, but we encourage you to reach out to us again if you have any additional questions.
  
  Best regards,
  
  Toll Brothers

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Toll Brothers in December 2021. At the final walkthrough, it was noted that one of the windows did not match the others, and Toll Brothers promised to replace the window. It's now been 18 months from closing, and they still haven't replaced it, despite repeated requests.It was also noted at the final walkthrough that the handrail for the pool still needed to be installed. They installed it in the wrong place, not according to plan, and have refused to do anything about it.When rainy season came, I discovered that the gutter at the back of the house was not installed correctly, causing water to cascade off the roof and pool next to a paver/walkway. It is currently eating away at the concrete supporting the pavers, which will need to be replaced. I made a warranty claim for this in September 2022, and 8 months later the sum total of their efforts to fix it was to send one contractor out 2 months ago, who told me there was nothing they could do to fix the problem, because they didn't originally install the gutter. They and another contractor I spoke with said the problem is due a design flaw that is well known.I am being forced to file and pay for mediation and now arbitration, because Toll Brothers does nothing to follow through on its promises.

  Business response

  06/07/2023

  Hello ************************,
  
  We are very sorry to hear of your frustrations with our follow up process.  We apologize for the delay.
  
  This past week we were able to have ********** out to correctly finish the Lanai cage gutter. We also removed the angle pieces from the downspouts so the water will no longer undermine the paver bump out.  The pavers were not sunken or damaged in any way, so replacement wont be necessary. If you would like us to resecure some soil in the area, we would be happy to do that.
  
  We were also able to have ******** contractors complete the installation of the correct lower sash window with grid on 6/2/23.
  
  Finally, the pool railing, after reviewing with pool company, is placed in the only location possible due to the size of the rail and design of pool.
  
  Please contact the Customer Care Team directly with any other questions or concerns.  Thank you.  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have purchased a Toll Brothers Home in ****** of Warren, NJ which was closed on 28 November 2022. My address is **********************Warren, NJ*******. During the selection process we were told by the Toll Brothers Studio that the home comes with a door for the flex room but then the house was delivered without the door. I have escalated to the toll brothers team but everyone is making different excuses now ranging from we declined the door at the time of selection to the house model doesn't come with a door (which is not true because other similar models have that door).Please help resolve this

  Business response

  05/24/2023

  May 23, 2023

  Dear *** *****,
  

  Thank your reaching out with respect to *** *****’s complaint to the BBB. We take these concerns seriously as customer satisfaction is a Toll Brothers priority.
  

  Based on the applicable contract documents, while we can confirm that *** ***** did purchase the home described in his complaint, he chose not to purchase the option
  to include a door to his flex room. Toll did respond to *** ***** directly with this same answer as well but only after a thorough review of his construction file was performed.
  

  While I understand that this is not the answer that *** ***** was hoping to hear, it is nonetheless the correct answer as to what transpired in this transaction. Toll complied
  with its contractual obligations and is disappointed that *** ***** is not satisfied. 
  

  Thank you for providing us the opportunity to respond.
  Sincerely,

  Customer response

  05/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20074209
  
  I am rejecting this response because the details provided by ************* are false and incomplete/inaccurate.

  We were told during the home options selection process by ***** from Design Studio that a flex room door will be included as part of the model and no purchase is required. Just like many other doors in the house are not be listed (or paid for) on the contract like the powder room door, main door, basement door etc, you will not see a payment for the flex room door (or do you see a payment for other doors listed in the contract and paid for?). You cannot just hide behind the "not in contract" argument. The Sales staff at ***************** has already changed their stance 3 times (started with "the model doesn't come with a door" to "we denied the flex room door option on the contract" to now "the model did not have a door available AT THAT TIME"). As a premier construction company you should admit your mistake and make the necessary corrections.

  
  Regards,
  
  *****************

  Business response

  06/28/2023

  May 23, 2023
  Dear *** *****,
  
  Thank your reaching out with respect to *** *****’s complaint to the BBB. We take these concerns seriously as customer satisfaction is a Toll Brothers priority.
  
  Based on the applicable contract documents, while we can confirm that *** ***** did purchase the home described in his complaint, he chose not to purchase the option
  to include a door to his flex room. Toll did respond to *** ***** directly with this same answer as well but only after a thorough review of his construction file was performed.
  
  While I understand that this is not the answer that *** ***** was hoping to hear, it is nonetheless the correct answer as to what transpired in this transaction. Toll complied
  with its contractual obligations and is disappointed that *** ***** is not satisfied. 
  
  Thank you for providing us the opportunity to respond.
  Sincerely,

  Customer response

  06/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Old response has been reposted without any further investigation. As I mentioned earlier, I was told the flex room door would be included as part of purchase (just like many other doors in the house like bedroom doors, bathroom doors etc.) and no separate purchase for the flex room will be available.  
  
  Regards,
  
  *****************
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to work with Toll Brothers, specifically **** *******, Customer Care Rep at Toll Brothers, ******, in Sparks, NV. I reported a dead tree in my front yard that TB planted. The tree was properly watered all year, and even rechecked by the landscapers when I had the back yard landscaping installed. Mind you, all other plants on the property are fine due to proper care and watering. I feel this is a faulty tree but they will take no reponsibility. Additionally, I have contacted several neighbors, all with dead pine trees in their front yards. All are frustrated with lack of customer service. These trees were either diseased or landscapers planted them improperly. There are also several dead trees at the new Regency site in large planters. This shows me a general lack of concern. Addresses with dead pine trees in front yards: **** ******* ***** **. **** ******* ***** **. **** ******* **. **** ****** **. **** ******** *** **** dismissed my concerns and told me there was nothing he could do. I don't know if you can help, but I'd appreciate a response one way or the other. Thank you! ******** ****** Attaching the document from TB Home Care Portal

  Business response

  05/24/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with the tree in your front yard.   We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Director of Production confirmed that they reviewed your concern and shared that it was no longer covered by warranty. Warranty for plant material expires 30 days after closing, which was in October 2021. Please contact your Warranty Team directly with any future issues or questions.  Thank you.    

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues with water heaters. Our property located at ************************** Community was built by Toll Brothers (TB) in January 2022. During our 1-year warranty inspection in Jan 2023, we found that both of our ******** ****** water heaters (model#: ********-***-***) were covered in corrosion. ********Plumbing inspector, who was sent to our property by builder, confirmed that the level of corrosion for our units is beyond the normal level for units of this age. He revealed that both of our water heaters have signs of corrosion that started a long time ago before the house was completely sealed because both bottom trays under our units are covered with a sufficient amount of buildups from the rains, which is a clear sign of prolonged rainy weather exposure during construction. Therefore, the replacement of both units should be discussed with the builder. The initial closing date for our house was proposed by the end of Sep 2021. However, the construction was delayed for several months because of materials' shortage, and we closed by the mid of Jan 2022. During the shortage of materials, our house was not sealed completely for a continuous period, and as a plumbing inspector confirmed based on water marks on both trays, our water heaters were exposed to very humid weather conditions. These conditions started the corrosion process and developed on both units equally. We have opened the following cases regarding these issues in TB's Customer Care: #******, #******, #******. TB's customer care representatives and their contact information are attached to this complaint. We believe that the initial prolonged exposure to weather conditions during construction was beyond our control. However, TB Customer Care team keeps closing our cases with water heaters as non-warrantable. Therefore, we kindly ask you to help us escalate our issue to the appropriate department of TB for further review and replacement to corresponding quality units. Thank you.

  Business response

  05/16/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with your water heaters.  Customer satisfaction is a top priority and we assure you that we strive to provide an exceptional customer experience. The Customer Care team members confirmed that both water heaters were leveled by the plumbing technician and the rusting was inspected. The plumbing technician explained that rusting is a natural occurrence due to the water heaters being installed before the roof decking and it is very common to possibly see rusting on the units. They also explained the units are working properly and the rusting is cosmetic. The water heaters will not be replaced because they are functioning as designed. Please contact your Customer Care Team directly with any other concerns or questions.  

  Customer response

  05/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  Hello,
  
  We are rejecting this response because we strongly believe that closing our case as a non-warrantable is not an accurate assessment of the situation.
  
  1. Plumbing inspector clearly identified that the both bottom trays under water heaters have clear signs of prolonged rainy weather exposure during construction before house was occupied by us.
  
  2. The initial prolonged exposure to weather conditions during construction were beyond of our or manufacture control. We believe that it was the builder's responsibility to protect water heaters from extreme weather conditions, such as prolonged exposure to high humidity or temperature.
  
  3. Plumbing inspector confirmed that the level of corrosion is beyond the normal level of corrosion for units of this age. Our corrosion is not a cosmetic issue. Under local high humidity conditions it's ongoing chemical reaction that leads to the weakening of the material that eventually can result in failure of the hazardous units. Please see the current pictures. The area of rust is constantly extending.
  
  4. Additionally, we provided to Toll Brothers evidence of a comparison with the water heaters of other residents of our community, who have the exact same models installed in their residence built by Toll Brothers in 2018 (picture attached) . Their water heaters remain in pristine condition after more than four years of usage, further highlighting the abnormal and unexpected corrosion issues we are experiencing.
  
  Considering these factors, we strongly believe that the closure of the case as non-warrantable is not justified. We kindly request that Toll Brothers review our case again and reconsider their decision. It is imperative that Toll Brothers uphold its commitment to exceptional value, quality, customer service, and the highest standards, and address the corroded water heaters by providing suitable replacements that align with the stated values.
  
  If the customer care team is unable to assist with this matter or address our concerns, we kindly request that this case be escalated to director of customer care team for further review. 
  
  We appreciate your prompt attention to this matter and look forward to a favorable resolution that ensures the safety and well-being of our home and family.
  
  Regards,
  
  **************** & *******************;
  

  Business response

  06/05/2023

  Thank you, again, for sharing your experience with Toll Brothers.  We are sorry to hear that you are not satisfied with our decision, but Toll Brothers stands behind our previous response.  The Senior Customer Care Representative and Director of Customer Care were involved in the decision process.  Please contact your Customer Care Team directly with any other concerns or questions.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩