ComplaintsforToll Brothers, Incorporated

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** **************** property. I was evicted but had a mystery $6,000+ charge show up on my credit report. I want it resolved an removed from my credit report. Attempts to contact Toll Brothers are unsuccessful. Deposit was not returned. All keys were returned and apartment was left in empty condition.

  Business response

  06/22/2022

  To whom this may concern,
  
  After reviewing **.*********'s complaint, as well as our records, we believe appropriate actions were taken. Below is a summary of our findings.
  
  In response to **. *********'s concerns, copies are included with our response of his signed lease, final account statement, charges/payments ledger, eviction notice / order for possession, notice of noise disturbance, and move-out inspection checklist.
  
  ********************** was indeed evicted, with the property being possessed on May 7, 2019, at 11:30 AM, as shown on the eviction notice / order for possession. As shown in the final account statement and the charges/payments ledger, the last payment received from ********************** was March 1, 2019, which was returned for insufficient funds on March 6, 2019. As ********************** noted, his deposit was not returned as it was applied to rent and utilities for the following two months of April and May, as well as legal fees, and move-out charges, as per his lease.
  
  Additionally, ********************* also received a notice of noise disturbance from his vehicle and garage outside of quiet hours. Upon eviction, **. *********'s apartment had damage to walls, cabinets, appliances, carpet, etc. as clearly shown in the move-out inspection checklist.
  
  While we cannot confirm the inquiry to which ********************** is referring to on his credit report, we presume it is due to his failure to pay. Our records indicate that he moved out on May 7, 2019 and was sent to collections on June 10, 2019.Nonetheless, any negative impact to his credit report can only be addressed by the credit bureaus.
  
  The **** ******* Management Team

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an emergency Section 8 voucher. I applied to The ******** and it took a bit to go through the process. Well they turned me down due to my credit report. I had a freeze on my credit because I had identity theft problems which there are some negative information. The credit bureaus are working on correcting the problems. My score is 640 even with the problems that are not mine. That is considered Fair so I would be good when my credit reports are corrected. I sent several emails to the ******** explaining everything and I emailed The Toll Brothers as well. I never got one response. I even went in person and the talked to three leasing employees on different days. I felt like I got the run around. I have been living at The ******* Housing Authority since 2008. I have paid my rent every month on time. That is around 14 years. I told them I would get a letter from housing and told them the credit bureaus are working on my reports but it could take up to 90 days until it's fixed. HUD told me all they should be concerned with is paying your rent. I have an excellent history with paying my rent. No one will respond to me. The ******* Housing Authority gave me an emergency section 8 voucher. That means I have to move sooner rather than later. I feel like they wasted my time. Also people who have section 8 should be looked at differently than other renters. I don't know what they are worried about since the government always pays their part on time and so do I. That should be their main concern not what's on the credit report for section 8 people. BBB can you please help with this big problem. They should also take in consideration that there is a good reason to give me an emergency voucher. I can't go thru this process all over again with other places. I want to move on with my life. The stress of everything is affecting me mentally and physically. I am 60 years old and I need to take care of my health.

  Business response

  06/06/2022

  To whom this may concern,
  
  We understand the concerns of this former applicant. However, after reviewing her complaint, as well as our records, we believe appropriate actions were taken. Below is a summary of our findings.
  
  ******************** first visited and toured The ******** in early April 2022. At the time, we did not have a one-bedroom affordable unit available. However, a few days later, one became available, and our leasing team reached out to inform her and invite her to apply.
  
  On April 8, 2022,******************** came in to apply, but she was denied due to bankruptcy and other credit issues, including a lack of sufficient credit history, and too many delinquent or derogatory accounts, which are identified within an Adverse Action Letter. Toll Brothers Apartment Living reserves the right to deny applications which do not meet the minimum requirements at the time of application.
  
  When ******************** was informed that her application was denied, and she became particularly upset and threatened to sue Toll Brothers Apartment Living on the basis of discrimination. Our leasing professional informed her that she could inquire with ******** ******, LLC, and ********, which are listed on the Adverse Action Letter.
  
  A copy of this Adverse Action Letter has been provided with our response.
  
  We wish ******************* well and hope she will reconsider reapplying at a future date when her credit has improved.
  
  The *************** Management Team

• Initial Complaint

  05/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I still have unfinished items in my new home, despite closing on my home almost a month ago. I still do not have a time frame when to finish those items. They technically forced me to close despite having multiple unfinished items in the house because they knew that my locked in rate is about to expire (I they knew that rates are going up).I got a microwave that I did not chose and when I talked to them, nobody listened to my complaints. This is the worse experience of my life so far

  Business response

  05/18/2022

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with open items in your home.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  On May 16th, our local Area Production Manager discussed resolving your open items with you and the local team will reach out to schedule follow-up visits.  If you have additional concerns, please contact your local Production Team. Thank you.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband, ****, and I recently purchased a new-build from Toll Brothers ******************* in Colorado Springs. Regrettably, it has been full of misleading information and mishandled requests from the beginning. During the process of finishing the build after signing for the house (from late November 2021), we visited weekly as allowed and noted any issues, sending them to ****** who assured us she notified the construction manager. Among those issues were damaged floors and a non-closing sliding glass door. Now 5 months and 4 additional requests later, we still have damaged floors and a now non-locking door (thanks to the last "repair"), and keep getting the run-around that more opinions are needed. However, two representatives of their selected company (********* ******) have already been out to "fix" the door and examined all portions of it deeming even the weeping holes clear and fine. The first worker stayed for ~1 hr trying to align the doors, ended up recommending on the paper I signed a replacement of the doors. I was told the next worker would be doing just that yet came with no door stating he was there to give a "second opinion" (a misnomer since this has been brought up numerous times). He "worked on" the doors for maybe 5 minutes, made it so the doors won't lock, and proceeded to tell me all is well. Unacceptable. The floor repair man recommended replacing the planks but said the issues with the door will likely continue to contribute to floor damage. So we again contacted *************************, the Toll Bros warranty intermediary, who is now saying he must be present to determine whether a replacement is warranted and will have yet another person from Builder's Choice accompany him as part of his "due diligence" for yet another home visit opinion. If that truly is the case, he should have come out any time within the last 5 months of requests to oversee it. This is currently our main (not only) concern as a non-locking door poses a safety threat to family.

  Business response

  05/12/2022

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with follow up on your sliding glass door and hardwood floors.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  Our local Customer Care Manager met with *************************** on April 28 and discussed the sliding glass door, hardwood floors, as well as a few other open issues.  The below agreement was made in person as well as in writing to the homeowners.

  We received a reply on May 10 from *************************** and the exterior paint touchups and exterior stucco repair is scheduled for May 16.  In addition, ******************** provided the notes from the meeting with the window manufacturer and a plan will be developed to repair the sliding glass door.  Once the sliding glass door repairs are confirmed complete, the hardwood flooring repairs listed below will begin. 

  Toll Brother is working in good faith to address all concerns brought to our attention. The list below includes all open/pending items for this residence as of May 10,2022.  Thank you.

  Sliding Glass Door:
  Evaluation of sliding glass door by manufacturer - This meeting was scheduled directly between the homeowner and the manufacturer and the homeowner was going to allow the Customer Care Manager to join the meeting (scheduled May 2 from 9am - 1pm).   Homeowner provided notes from meeting.
  Replace both operable panes and metal track - When the metal track is removed, the vendor will verify the frame is not damaged under the track, adjust the screen doors and ensure the kick locks are operational. These parts are on order and will be scheduled once an ETA is received.

  Hardwood Repairs at the Sliding Glass Door:
  Repairs are tentatively held for May 18.  However, Toll Brothers will postpone these repairs until the sliding glass door repairs are confirmed complete.
  The vendor is coordinating repairs (not replacement) of the section of hardwood in front of the sliding glass door. The vendor has confirmed the wood is currently within normal moisture levels and ready for repair. 

  Additional open items discussed with homeowner:
  Stain/splashes on Hardwood on bottom of Sliding Glass Door Frame: The removal of these stains will be coordinated with the hardwood repairs.

  Exterior Paint Touchups and Exterior Stucco Crack at Rear Patio: This was on the schedule for May 10 and was rescheduled to May 16 after a reply from homeowner on May 10.

  Paint Peeling from Fencing: This is currently on schedule with the fencing contractor (weather dependent). The homeowner has not responded to communication requesting access to the property.

  Cabinet toe kicks and (4) side panels: New kitchen toe kicks and (4) cabinet panels are on order for replacement for the stained cabinet parts. These items can take approximately 8 weeks to receive.  Once an ETA is available, the replacement will be scheduled.

  Fireplace does not always light: no action this concern was addressed on April 28;however, the homeowner has requested that we make note of the concern.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This experience has been expensive, time consuming, and disappointing. Our 8-10 month build has turned into at least 15 months, with no end in sight. In addition, Toll has been lying to us about the cause of the delays, and there have already been several issues with our selections and customizations to the home. We were told this would be 8-10 months to build, and given that timeline, we would be able to lock our interest rate in a timeframe we were comfortable with without additional expense. Due to the substantial delays, we felt forced to pay $5,000 to lock our rate through their preferred lender, because we had no way to hold them accountable to the timeline they gave us. I have attached documents which confirm they lied to us about the delays, blaming the city for losing our permits and failing to conduct timely inspection. Both of these allegations were not true. Finally, our hardwoods were selected in June of last year. They did not attempt to order them until April of this year and they were backordered. We made another selection. Fortunately, Toll did not make us pay even more money, but its unprofessional to let us be this delayed and not order our materials ahead of time. Our hardware in our kitchen and owner's bath was wrong and we still have a very long way to go in this process, that we fear will result in even more time consuming errors. We feel that Toll should refund us for the $5,000 rate lock, as we were forced to pay it to mitigate our damages due to their excessive delays, lying, lack of transparency, and lack of professionalism. We feel that this is the absolute least they can do, given the experience we have had, and the nightmare this has been. The only "remedy" they have offered us is to refund some of our deposits. This "remedy" would result in substantial damages and leave us without a home that we have waited over a year for now. In this housing market with interest rates so much higher than what we locked that "remedy" is offensive.

  Business response

  04/27/2022

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with the extended build time of your home.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  Our local Community Team has confirmed that they have been communicating with you on a consistent basis, providing updates on your homes build time as they are available.  They will continue to provide build updates until you close on your Toll Brothershome.  In addition, the local Community Team has agreed to cover any rate lock extension costs if closing goes beyond your current rate lock timeline.  We are sorry for any inconvenience.  If you have additional concerns, please contact your local Community Team. Thank you.

  Business response

  05/24/2022

  Thank you for sharing your experience with Toll Brothers. We are sorry for the ongoing frustrations.  The local Community Team provides updates based on the most accurate information they have at the time. Unfortunately, there are times when materials or trades do not arrive as anticipated and timelines have to be adjusted.  We are sorry for any inconvenience.
  
  The local Community Team has agreed to cover any rate lock extension costs if closing goes beyond your current rate lock timeline.  In addition, Toll Brothers Mortgage provided a favorable rate for the current rate lock and will not provide reimbursement.  If you have additional concerns, please contact your local Community Team. Thank you.
  

  Customer response

  05/24/2022

  [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: The agreement to cover the rate lock extension is not a showing of good faith or customer service response. It was specifically contemplated for at the time of contract and mutually agreed upon by the parties. To spin it as a '"favor" to us is disingenuous and inaccurate. Further, we were not given an usually good rate because of poor treatment by this company.  Rather, TBI simply matched a competing offer, which is obviously a very common practice for mortgage lenders. This response is simply yet another attempt to gas light customers into believing they are getting a "good deal" when in reality, Tolls inability to adhere to timelines and unwillingness to fulfill obligations puts customers in a position where they have to either give Toll's lender $5,000, OR pay an outrageous rate lock when deadlines are not met.

  It is becoming abundantly clear that no matter how expensive, unprofessional, and delayed this build gets, that nobody from Toll will make it right. We have, and will continue, to spread our experiences with this company with our families, friends, and in the community in the hopes that others do not go through what we have been through. We are 14 months into this build with no closing date, no end in sight, the wrong flex room paint, the wrong hardware, damaged cabinets, an unfinished fireplace that was supposed to be installed last week, etc. and not a single attempt at a remedy. We reached out through this avenue in yet another attempt at mitigating our damages and instead of a response, we had someone simply state terms of an agreement (pay rate lock extension) and acknowledge that a fair market rate was extended. That is not a remedy. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We put a deposit down for a house in the Toll Brothers ************** community in Charleston, SC. We were told the house was expected to be completed in February. It is very apparent that the sales and construction teams on-site have zero empathy and do not want to communicate or provide any helpful information. They have little to no urgency about g Our house has been sitting idle with no work completed in three weeks. The on-site team constantly reverts back to supply chain problems as a blanket statement to get you to go away. Talking with the owners in the neighborhood it is very apparent that Toll Brothers wants to close on a number of houses in bulk. So if you are not in one of those bulk efforts, you get no communication or mindshare. Every person that I have spoken to in the community wishes they had not gone through the process and bought elsewhere. Horrible experience.

  Business response

  04/21/2022

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with our communication regarding your homes construction progress.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  Our local Community Team has confirmed that they have been providing weekly updates.  In addition, William D**********, the Division Vice President, contacted you on 4/20/22 to discuss your homes construction progress.  We are sorry for the inconvenience.  If you have additional concerns, please continue to work with your local Community Team. Thank you.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Toll Brothers house in July 2021. Before closing, we found out several problems with the hardwood in which there were bumpy areas. The person who worked on our house told us to file home warranty and they'll take care of them. We filed warrant repairs on the bumpy areas. ******* (the flooring company who did the hardwood) came out and measured the bumpy areas and determined that they need to fix them (they were out of boundaries). However, Toll Brothers came back to me and said everything was within their "standards". I asked what the standards were, and they never replied. Every night I walk into my bedroom, there's a huge bump in the entrance and I would feel a "step down". Toll Brothers made a mistake and they would not take the responsibility to fix it.

  Business response

  04/20/2022

  Toll Brothers stands by its product and is committed to performing its warranty obligations.  We previously agreed to address a hump in the hardwood floor at the entry to the home.  That work has been scheduled with the homeowner and is expected to be completed this week.  The homeowner has submitted some additional concerns about the hardwood floor to our warranty team.  Toll Brothers, with the help of ************************, has investigated all of the areas of concern and has already addressed the areas that were found to be warrantable.  Many areas of the hardwood floor identified by the homeowner have been found to be performing consistent with Toll Brothers performance standards and industry standards.  While these areas do not warrant further attention, we are happy to continue to discuss warranty concerns with the homeowner.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased out home on April 28th, 2021 from Toll Brothers - ************* subdivision in Meridian, ID. With every Toll Brothers home, a warranty of one year from purchase date is given. We gave notice of another crack in our main floor bathtub on March 29th, 2022. A repair person from **** ***** came today and assessed the bathtub. We were told that Toll Brothers is claiming they will not pay for the repair due to us being out of warranty. They have had to repair at least 5 other cracks on this same bathtub. I am attaching the closing emails showing the 12 month warranty information. I am happy to provide the actual mortgage, with the closing date showing April 28th, 2021, if needed.

  Business response

  04/12/2022

  April 12, 2022

  *****************************,

  This letter is written in response to the complaint filed with the Better Business Bureau on April 5, 2022 ID# ********.

  Thank you for reaching out ********, we are sorry to hear about the frustration you have experienced. Toll Brothers stands by its product and its warranty.  The warranty provided to the homeowner specifies that chips, scratches, gouges or other defects to finish materials, such as bathtubs, are not covered by the warranty unless they are identified during a closing inspection.  This is because these types of issues may arise through normal wear and tear.  Any such items found before move-in are covered, however, under the fit and finish warranty. 

  Our records show that in 2021 you submitted warranty requests related to issues with the bathtub after your preclosing inspection and New Home Orientation.  Although these requests were not covered under warranty, as a courtesy, Toll nevertheless performed two bathtub repairs, which you signed off on as being repaired.  You submitted a third fit and finish warranty request related to the bathtub during your One Year Review. Again, although your fit and finish warranty for the bathtub did not apply, as a courtesy, we asked our trade partner to inspect your tub. From that inspection it was confirmed that the new damage to the bathtub appears to be the result of an impact to the tub,normal wear and tear. If you believe that the damage to the tub may be due to a defect with the product itself, we recommend that you submit a warranty claim to the bathtub manufacturer, *******.

  Respectfully,

  Department of Customer Care
  Toll Brothers, Idaho Division

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We noticed water damage in our library, indicating water leaks due to issues with the roof. Ticket placed through online Toll Brothers system, as roof is covered under warranty. Initial response was timely, however, it's been over one month and we're still waiting for the roofer to come out to inspect the issue. We cannot resolve the issue until the source of the leak is diagnosed. We've placed several follow up calls/emails, but have not received a response regarding when the roofer will come out to inspect the issue. Each times it rains, more water damage is noted on the interior.

  Business response

  04/14/2022

  April 14, 2022
  
  SUBMITTED VIA BBB PORTAL
  Better Business Bureau of
  Metro Washington DC &Eastern Pennsylvania
  Attn: ******* *****
  50 West North Street
  Bethlehem, PA 18018-5789
  
  Re:      ****** ******, ** ******* *****, Downingtown, PA *****
  BBB ID No.: ********                                                                                   ­­­­­­
  
  Dear *** *****:
  
          This letter will serve as Toll Brothers’ response to the above-referenced complaint dated April 7, 2022, a copy of which is attached for your reference.
  
  ******** **** and ****** ****** (the “Homeowners”) submitted a warranty request regarding the water leaks on March 3, 2022, to which Toll promptly responded.  We inspected the roof four days later, on March 7.  Since then, we have been coordinating with the roofing contractor who originally installed the roof to come out and inspect the roof.  That inspection will occur in the next couple of weeks.  We hope to have identified the cause of the leak after the roofing contractor inspects, and will then work with the Homeowners to identify a proper fix and make any necessary repairs
  
  Please let me know if you have any questions.
  
  Sincerely,
  
  Michael K**** 

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I moved in, there are many cracks appearing on the ceiling. Starting in the corner, the wall and ceiling are cracked and separating all the way across. There are many cracks in the wall from top to bottom. There are nails popping up too.This situation is getting worse because of the recent attic mold remediation of Toll Brother. There are new cracks appearing in bathroom and other rooms due to the heavy machine shaking.All these issues are caused by construction defects, and Toll Brothers needs to take responsibility. The fireplace does not work at all. No switch was set up, and there isnt a remote control either. Even the key of gas switch is very difficult to use. All these issues not only affect regular functions, it also cause safety issue.There are some kind explosion sound during my cooking. The Toll Brothers can not identify the reason so far.The Toll Brothers did not do the good warranty repair. For some of my other repair items, the repair person did not fix the issue properly, even did not bring required material some time.My house should not have all these problems if Toll followed proper construction standards. Toll Brothers should repair these as soon as possible.

  Business response

  04/14/2022

  ***********************, Esquire                                                                                              Direct Dial: **************
  Assistant Vice President and Counsel                                                                                   Fax:**************
  
  April 14, 2022
  
  SUBMITTED VIA BBB PORTAL
  Better Business Bureau of
  Metro Washington DC &Eastern Pennsylvania
  Attn: *************************
  50 West North Street
  Bethlehem, PA 18018-5789
  
  Re:      ******** ****, **** ***** ********* ******, Furlong, PA *****
  BBB ID No.: ********                                                                                  
  
  
  Dear **************:
  
          This letter will serve as Toll Brothers response to the above-referenced complaint dated April 7, 2022, a copy of which is attached for your reference.
  
  By way of background, the home was purchased from Toll on November 6, 2009.  Toll Brothers provided a ten-year home builders limited warranty when the home was purchased, a sample copy of which is attached.  This warranty expired on November 6, 2019.  We have continued to work with **. and ***. **** regarding their warranty claims that are the subject of the complaint before the BBB.  We previously provided a scope of repairs, which the Homeowners have not yet accepted.  In addition, the Homeowners have submitted several warranty requests for items which are no longer covered under the limited warranty and Toll Brothers has responded accordingly (including providing manufacturers contact information). 
  
  We have been unsuccessful in scheduling the repairs offered, despite our multiple follow up attempts. Toll Brothers remains willing to perform under the warranty as previously offered and to inspect any concerns related to alleged damage from the prior repairs. 
  
  Please let me know if you have any questions.
  
  Sincerely,
  
  Lauren M*********
  

  Business response

  06/20/2022

  
  Lauren M****, Esquire                                                                                              Direct Dial: ###-###-####
  Assistant Vice President and Counsel                                                                                   Fax: ###-###-####
  
  June 20, 2022
  
  SUBMITTED VIA BBB PORTAL
  Better Business Bureau of
  Metro Washington DC & Eastern Pennsylvania
  Attn: Heather Ortiz
  50 West North Street
  Bethlehem, PA 18018-5789
  
  Re:      ******** ****, **** ***** ********* ******, Furlong, PA *****
  BBB ID No.: ********                                                                                  
  
  
  Dear **************:
  
  Toll has reasonably responded to all of the claims and items raised by **. *********** We will reach out directly to the homeowner.
  
  Sincerely,
  
  Lauren M*********
  

  Customer response

  06/25/2022

  [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 I I did not receive direct response from Toll Brothers during my BBB complain since April 07.2022,
  
  Toll Brother only plans one repair for the chimney. I agree them to come, but they are never going forward for the repair.
  
  Regards,
  
  ******** ****
  

*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. ↩