ComplaintsforToll Brothers, Incorporated

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Toll home in 2019. They offered a 1 year warranty on certain issues which they covered and a 10 year warranty on other structural potential problems. On 02/03/2022 there was a gas smell and the gas supplier **** came to inspect. It was found that the leakage was after the gas meter, where Toll and their contractors installed the gas lines to the homes. A private plumber fixed the issue (a faulty valve) and charged me for the fix. He noted that the material used by Toll was not up to code, the material has a date of 2014, when the houses were built in 2019. The house is located at ****** at ******* ******* in Pennsylvania. I am requesting Toll to pay for this fix and honor their warranty. I've contacted Marcello C*******, the Customer Care manager, and he told me he is reviewing this, but so far I have not received an answer.

  Business response

  04/04/2022

  April 4, 2022
  
  SUBMITTED VIA BBB PORTAL
  Better Business Bureau of
  Metro Washington DC & Eastern Pennsylvania
  Attn: *************************
  50 West North Street
  Bethlehem, PA 18018-5789
  
  Re:      *******************************, *********************************************************** *****
  BBB ID No.: ********                                                                                  
  
  Dear **************:
  
  This letter will serve as Toll Brothers response to the above-referenced complaint dated March 28, 2022, a copy of which is attached for your reference.
  
  ******************************* and **************************************** (the “Homeowners”) reached out to Toll Brothers regarding a gas leak at their home, which, due to the urgent nature of the issue, the Homeowners resolved on their own.  Toll has since investigated the issue and reached a resolution with the Homeowners. This issue is therefore fully resolved.
  
  Please let me know if you have any questions.
  
  Sincerely,
  
  Christopher K**************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a high end expensive townhome built by Toll Brothers, that has a transferable Warrenty. I sent the $20 and paperwork, and filed a claim regarding a multiple times a day and night knocking in the wall of the master and the lower level bedrooms. This is from a construction defect per the Warrenty, from PVC pipe improperly installed and happens whenever the hot water heater cycles, which is 4 or more times a day and night. I have been refused, and if I go to binding Arbitration to resolve, I have to pay $50, and another $750 for the process. The cost to fix this issue has been bid at over $3,000! The townhome is only 12 years old.

  Business response

  03/16/2022

  This home closed with its original Toll Brothers homeowner on November 15 2012.  Since closing with our original homeowner it appears that the home has since been sold to a third party within the last 12 months.  Toll Brothers provides a detailed warranty program that can be transferred from our original homeowner to subsequent purchasers of the home.  The warranty provides up to a two year mechanical warranty on the  HVAC, plumbing, low voltage, and electrical systems of the home.  This portion of the warranty expired seven plus years ago, and any issues related to these systems are no longer covered. 
  
  ********************** contacted our customer care department recently.  Our representative emailed her a copy of the warranty program that clearly outlines the items covered by the warranty and the timelines associated with each item.  Our representative also provided the contact information for the original plumbing and HVAC subcontractors so that she can contact them directly at her convenience. 
  
  We are sorry for the frustration this issue has caused the current homeowner. Unfortunately, this home is well outside the two year mechanical warranty period, as a result Toll Brothers is no longer able to assist ********************** with her concerns.  However, our team has gone above and beyond by providing the information necessary to help facilitate any needed repairs. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have signed a contract on December 2020 on a Toll Brothers unit (********** at Middlebury CT), expected home delivery on April 2022. The delivery date is now June 2022 and they want to deliver a different appliance than the one that was signed in the contract due to supply chain restrains. I understand the model from the contract is not available however I want to have the appliance substituted for a similar or better option, not the opposite. Contract signed - 6.4 cu. ft. Smart Combination Wall Oven with Touchscreen (one combo appliance with the same control for oven/microwave) - ********* Model: ********** The option Toll Brothers is offering without charges is a separate countertop microwave, not a combo wall as signed in the contract, not even a built-in microwave. Only option given by Toll Brothers - 2.2 cu. ft. Countertop Microwave - ********* Model: ********** I want Toll Brothers to provide a free of charge alternative for the contract option that can be: - A built in microwave from the list they sent me available ( ********** or *********) - or a similar combination of wall oven and microwave such as model ********** (what is included on the contract).

  Business response

  03/03/2022

  The complaint related to an oven supply issue has been resolved per the attached copy of an email thread.

  Customer response

  03/25/2022

  [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

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I constructed the home with toll brother and started living in this new home on July 2021, i am on my warranty period and it is only been 6 months i owned the home. I have a builder warranty for 12 months. All our bathroom sink faucets and kitchen soap dispenser are leaking, this resulted in under cabinet damage. All the cabinets were upgraded ones for which toll charged us extra money as well during design center visit. Now i am not able to use any of my bathroom sinks. Kitchen soap dispenser leak was fixed by one of the Toll brother Plumber and he mentioned the reason for leakage was the person who installed it didn't install properly. Now this resulted in all our cabinets damage, toll construction manager is not willing to fix the issue and instead he is telling us it is a misuse and no water should be splashed to the counter top or nearby faucets. We then requested an external inspection company and a plumbing company to get a proper resolution, rather than the construction manager just trying to escape from his mistakes. Both the plumbing company and inspection company reported it is the issue with builder installing the faucets which resulted in leakage and cabinet damage as well. In addition they reported builder used very low quality seal where the counter top meets wall corners. I am attaching the reports as well together with this complaint.

  Business response

  03/10/2022

  
  To Whom It May Concern,
  
  The ********s brought a complaint to our attention of water damage inside of a cabinet.  After being inspected by our onsite team along with the certified plumbing company who plumbed the home, it was determined that the fixtures were installed per the manufacturers directions.  As a courtesy, we offered to silicone the fixtures that were in question, which would have helped with the issue of water being splashed at the base of the fixture and leaking down into the cabinet.  This offer was rejected. After multiple conversations with the ********s explaining that the installation is correct and the damage is the result of misuse and therefore non-warrantable, they accepted a good faith offer by Toll Brothers on March 1st to reskin the cabinets that were damaged. Thank you.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We're currently building a $1.825+M house with Toll Brothers and at the midway construction, we discovered one of the windows was deleted to make it structurally sound for the room downstairs. They did not inform us this when they were going over architectural drawings with the construction crew and 4 months into construction, now one of our 6 bedrooms will look like a prison room with a small window. Toll Brothers refuse to give me a credit for losing a double window nor are they willing to expand the only single window in the room into a double window. And to top it off, Toll Brothers REFUSE to match basement egress white window to the rest of our black trim windows because they said the vendor only have white windows and they're installing ALL Maryland homes basement windows with white frame egress windows regardless what rest of your house looks like. What kind of high-end home builder does that? ALL windows should match color not mismatched. I've officially crossed over to angry, unhappy customer after seeing Toll Toll Brothers screw up our house and is not making any amends.

  Business response

  03/01/2022

  To Whom this May Concern, 
  
  After reviewing the residents complaint, below is our response.
  
  During the home purchasing process our homebuyers sign off on a diagram of the home design. While the diagram the homebuyer signed on March 31, 2021 does show the two windows on the main level, they were removed to accommodate the addition of the multi-generational suite. Our diagrams include a disclaimer that addresses changes that can occur with options purchased. These window updates were discussed with the homebuyer on February 3, 2022.
  
  Unfortunately, we have no additional options in egress window colors. All egress windows available in this community are the same color that is shown on the model home, which has been referenced to the homebuyer. On February 11, 2022, our team spoke with the homebuyer and stated that we are unable to accommodate the additional window or issue a credit for window color.
  
  Thank you,
  Toll Brothers– Maryland Team

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Luxury Townhouse in NY and have been trying to have Toll take care of issues for the past 10 months by sending them numerous emails; however Toll has done nothing but give us the runaround. The outstanding issues are: (1) the hardware in two bathrooms does not match, (2) there is an extraordinary amount of debris coming thru our vents which resulted in us developing allergies/health issues, and (3) the installation of the hardwood floors is subpar (there are very large gaps between the floor boards and/or the floor boards were cut to short (the baseboards do not cover the gaps.) By Tolls own admission, the hardwood floor installation is subpar (problems are evident in the kitchen, dining room, powder room, great room, hallway, both master closets and the loft). Rather than compensating us for the poor workmanship, Toll prefers to hold the subcontractor responsible for this problem. Given the extent of the problem, having the subcontractor fix the floors would require us to (1) vacate our home or (2) have our professional/personal lives greatly disrupted, for an unspecified period of time. In order to have the subcontractor fix the floors (1) the refrigerator needs to be moved out of the kitchen, the refrigerator enclosure needs to be demolished, and later rebuilt, (2) the toilet and sink in the powder room need to be disconnected, removed/stored, and later reconnected, (3) dining room and loft furniture needs to be removed/stored and later put back into place, and (4) clothes from both master closets need to be stored somewhere else. Clearly, it is unreasonable to expect us to vacate our home or to live in a construction site for who knows how long. Also, to date, our HVAC system has not been cleaned out DESPITE us having informed Toll about what health hazard this presents, nor has Toll bothered to have the hardware in the bathrooms matched. Toll has now completely stopped communicating with us (received last communication on 12/30/21).

  Business response

  02/22/2022

  2/17/22
  
  The relationship between Toll Brothers and its customers does not end when we sell our homes. While we are disappointed when even one customer is dissatisfied, it is important to highlight we have sold over 100,000 homes; the vast majority of whom recommend Toll Brothers to their friends and family. 
  
  Since **. and ***. **************'s filed complaint on Thursday, February 10, 2022, Toll Brothers has made contact with ******************************** on Tuesday, 2/17/22 regarding several of the items in the report. Toll Brothers team members discussed:
  Hardware for bathrooms has been ordered and received. Toll Brothers will provide a plumber to install.
  Toll Brothers will be providing HVAC duct cleaning
  Team members from Toll Brothers have established and will continue ongoing communication regarding the hardwood floors in the home.
  
  As always, we aim to continue a positive relationship with our customers. We encourage **. and ********************************* to reach out directly to Toll Brothers using the the contact information provided on 2/17/2022.
  
  

  Business response

  04/19/2022

  4.18.22
  
  While we are disappointed to hear of any unsatisfied customer, it is our goal to work with the ************** family and keep communication consistent.
  
  Since **. **************'s filed complaint on Thursday, February 10, 2022, Toll Brothers made initial contact with ******************************** on Tuesday, 2/17/22 regarding several of the items in the report and to coordinate the remaining open items and has since had the following correspondence:
  
  2/21/22: Email coordinating HVAC cleaning company.
  2/22/22: Confirmed HVAC cleaning company scheduled for 3/1/22.
  3/1/22: Certified HVAC Duct Cleaning company at the residence to assess HVAC system.
  3/8/22: Discussion with ******************************** discussing HVAC cleaning further.
  4/11/22: Attempted communication via email to ******************************** to work on plumbing repair dates.
  4/11/22: Email communication to ******************************** attempting an additional avenue for HVAC cleaning, and flooring repair, despite flooring deemed as non-warrantable.
  
  As always, we aim to continue a positive relationship with our customers. We welcome response to the communication sent to ******************************** to address the issue.
  

  Customer response

  04/22/2022

  [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:

  Although plumber is scheduled to match mismatched hardware on 4/2622, Toll, do date, has not compensated us for subpar installation of our hardwood floors, nor have they compensated us for THEIR failure to have the HVAC system cleaned out prior to the selling their house to us. Despite Toll admitting that the wood floor installation was, indeed, subpar, Toll makes it sound like they are doing us a favor by even talking about this. Matt B******* from Toll last year already discussed with us Toll compensating us for the subpar installation of the hardwood floors. For Toll now to say that this item is not warrantable (which it clearly is) is (1) not only ridiculous and a lie but, (2) just another one of Tolls attempts to shirk their responsibility and admit culpability with respect to certain things!!

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

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm never one to complain about much of anything at all, but with the investment made into this home and the amount of time I plan to spend in it, I have to voice my concerns. Toll Brothers has repeatedly failed me in the process of building my home. They delayed my build by 5 months, took my appliances after they told me of the delay, failed to install safety rated garage doors (and they're improperly installed), installed my kitchen island crooked and it doesn't receive power, left areas unpainted, broken and missing hardware, forgot to install the shower seat, installed an attic access that cannot safely be shut, the grading of the yard is poor and fills with water puddles, missing trim in the living room, forgot to install a 3rd lamp on the front of house, cabinet carpentry is so bad (extra cuts and nails, shredded shelf edges and no corners perfectly meet), there's rust stained into a tub, and not to mention our sales rep has been fired and we've been left to deal with a project manager who is never present on the job site and had no clue of what was taking place during the process of the build. Excuse me for the drastically long sentence but I wanted to display the fact that you couldn't say all of the mistakes in this home in a single breath. There is a laundry list of bad craftsmanship or forgotten pieces and it needs to be taken care of while there is no one present to assist.

  Business response

  02/18/2022

  We appreciate you taking the time to convey your concerns. We are very sorry to hear about your frustration. We strive to meet the highest standards in our homes and our customer experience.
  
  We would like to reiterate how sorry we are for the delays on your home, and the inconvenience that it has caused. As you may know, nationwide supply chain and labor constraints caused by the COVID-19 pandemic and other factors are putting pressure on all aspects of the residential construction industry. As a result, home builders across the county and particularly in high-growth markets like Houston –  have been experiencing delays.
  
  You can be assured that we are doing everything we can to build and deliver your home in these unprecedented times. As part of that effort, we are in close communication daily with our suppliers and trade partners, including working extended hours. Additionally, our closing associates are in constant contact with our mortgage lenders, title agencies, and other professionals to minimize the impact this situation may have on the timing of the delivery of your home.
  
  We take great pride in the quality of our homes, and will continue to work diligently to provide you with a home you and your family will enjoy for many years to come. We have a 55-year history of standing behind the homes we build, and we will stand behind yours.

  Thank you for your patience and understanding. Our team will be in touch with you to further discuss your concerns and reach a resolution.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our single family ranch home in October of 2020 with a guarantee that all defects would be resolved within the 11 month warranty period. In April of 2021 we began working directly with the builders Project Manager of the Illinois Division on the deterioration of our driveway (all documents and images retained from the discussions with the project manager). The edges of the drive contained linear cracks, graded in a manner that created water pooling and the surface of the driveway breakage away (Raveling is the disintegration of an asphalt road surface).Toll Brothers did complete some patchwork in an attempt to resolve the issue, cold patching areas of the driveway but did not address the main issues. The patched area entering the garage has completely broken away, the linear creaks continue to form and the raveling never stopped, Toll Brothers has refused to resolve these issues on a new home. From the corporate website: care and dedication extends not just to our employees but to our customers, partners, and the broader com

  Business response

  02/08/2022

  Thank you for forwarding the letter from ******************. While it is never good to hear a buyer is upset we are confident that our responses have been accurate. I would like to start by pointing out that we did not use cold patch to make any repair, hot mix was used. Secondly, this is not a road surface. Road surface asphalt is typically six inches (6) in depth and the asphalt for the driveway is only two inches (2) in depth, completely different scenarios. Furthermore, it passed not only the city building inspection process, but also the city engineering inspection as well. Unfortunately there is not much we can do regarding the lifting of the asphalt as we live in Northern Illinois and frost heaving is a naturally occurring phenomenon. We have had multiple people inspect the driveway and all have stated that there is nothing structurally wrong with the installation, one of the inspectors was certified by the Illinois Department of Transportation in the installation of asphalt as well. The area that necessitated the repair was actually caused by the contractors ****************** hired to install hardscape in his yard. While they did not use the driveway, they drove right next to the asphalt causing cupping which was causing holding water. We repaired that area that was not caused by any of our trade partners at no cost to ******************. Concerning the area that is heaving due to frost, it is recommended that ****************** keep the seam between the asphalt driveway and the concrete garage floor clear of ice, snow and water. This will minimize the effects of heaving. The driveway will go back down in the spring when the ice melts as once again, this is a naturally occurring phenomena caused by freezing temperatures.  

  Business response

  03/21/2022

  Hello **************,
  
  Thank you for sending over **********s comments. This will serve as Toll Brothers response
  
  Toll Brothers has previously responded to ****************** regarding the issues identified in his response by our customer service manager when she visited his home to go over the driveway concerns on June 25, 2021.  Notwithstanding, Toll Brothers was not aware the repair referenced in number 2 of his comments.  However, if the repair is failing, we can set up another inspection and repair if needed.
  Toll Brothers stands by its homes and fully honors its Warranty.

  Customer response

  03/24/2022

  [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:

  1. The original complaint states that the driveway continues to fail and deteriorate, this is an ongoing issue that has been reported many times with emails to support this fact. How can Toll Brothers state they are unaware of the problem.

  2. Toll Brothers suggests that the deterioration is a result of equipment "driving by" the driveway. Toll Brothers has stated that only heavy equipment on the driveway would void the warranty, we complied and nothing more than consumer vehicles have been placed on the driveway. Additionally, the Sr. Project Manager, Illinois stated that he knew we complied (verbally) or they would have pictures to prove that we were in violation.

  3. The city of Elgin requires that asphalt driveways must have a minimum of 2 of asphalt over 8 of compacted gravel. Total thickness of paving surface must be a minimum of 10. Toll Brothers stated in an earlier response that the installation passed inspection. After requesting the documents under the FOIA I was told that the documents are not available (email can be forwarded). If the documents exist as Toll Brothers states please attach a copy of the documents to this complaint. Only a final inspection, after the driveway was completely installed can be provided by the city of Elgin.

  4. All of the damage has not been resolved! The condition of the driveway, less than 1.5 years old and which started to break down in November of 2020 has not been addressed.

  5. Toll Brothers did not allow me to be present at the inspections as requested, email can be provided to support this fact. The Sr. Project Manager states the contractor just showed up without Toll Brothers knowledge. Unacceptable!
  

  6. Toll Brothers is not honoring the warranty and is not being honest in their response regarding this issue which began 1 month after the installation. These defects were reported to the Sr. Project  Manager verbally, his response was that it would be resolved the following year as only cold patch was available (email to support this fact).

  In closing the raveling (breaking away) of the surface and linear cracking of the driveway occurred during the winter months (November and forward), not when the surface temperature was excessive. It is due to poor compaction and poor craftsmanship.

  Toll Brothers states on their website that they would have an Extraordinary Customer Experience, that they are here to deliver an experience beyond compare and to exceed our expectations at every turn.

  It is our expectation that they meet that promise as it would appear they have fallen extremely below our expectations with regards to the quality of our 1.5 year old driveway. 
  

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

• Initial Complaint

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Home less than 2 years and the ground is sinking in sink hole. We contacted Tollbrothers to let them know and they do not want to take responsibility for it. This means the dirt was not packed when laying the dirt. We chose Tollbrothers because they are the #1 builder and strive in customer relations. At no way this is our negligence not doing it correctly or should we have to go through frustration for Tollbrothers to do the right thing.

  Business response

  02/18/2022

  Toll Brothers Marlboro Ridge
  Response to BBB Complaint # ********
  Responded on 2/18/2021
  
  To Whom this May Concern, 
  
  After reviewing the residents complaint, below is our response.
  
  The homebuyers 1-year warranty expired on February 13, 2021. Our team received no requests during the warranty period until February 2022. Appendix A-1 of the Toll Limited Warranty states that excessively settled areas around the foundation will be addressed by Toll during the first year only. Ground settlement is a natural occurrence and if it is reported/discovered beyond the first year, it becomes a maintenance item for the homeowner to address.
  
  Thank you,
  Toll Brothers – Maryland Team

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new construction home from Toll Brothers in December 2019. I paid them over $20,000 to install wood flooring in the home .After a few months the flooring started to develop holes and splits in the wood. i put a claim in with Toll Brothers prior to my one year anniversary. They sent there warranty specialist to look at the problem. He agreed there was a issue and referred the issue to the company that installed the floor. That company came to look at the floor and they referred it to the manufacturer, who doesn't want to take any responsibility. It has been over 1 year and still no resolution

  Business response

  02/02/2022

  Our customer had made hardwood flooring selections at our Design Studio. They selected a high character aged looking product. Customer had complaints as to the defects in the floor that were intended by the manufacture and represented in the sample. Customer also referred us to a model home in one of our near by communities that contained the same selection and upon our inspection we could not identify any inconsistencies. In an attempt to provide our customer satisfaction we enlisted the assistance of the distributer / installer and then in turn the manufacture. Both were in agreement that the product presentation was what was intended and represented by the manufacture and the sample from which they selected. After several visits by different company senior managers it was determined that the company, builder, had done the right thing in their investigation and review of the customers concerns. The decision that was reached from each visit is that the floor was as it was intended. In an attempt to once again satisfy our customers concerns we offer several boxes of material and labor to replace the most unacceptable boards, in the customers eyes, at there direction. the customer refused the offer.

  In an attempt to avoid these issues the company has included several checks and balances in the selection process including disclaimers requiring customer signature as to the appearance of such natural wood products. Despite our efforts this customer is just unhappy with the floor, their selection, and would not except anything short of an entire replacement. This was not an option.

  Business response

  03/16/2022

  Our customer had made hardwood flooring selections at our Design Studio. They selected a high character aged looking product. Customer had complaints as to the defects in the floor that were intended by the manufacture and represented in the sample. Customer also referred us to a model home in one of our near by communities that contained the same selection and upon our inspection we could not identify any inconsistencies. In an attempt to provide our customer satisfaction we enlisted the assistance of the distributer / installer and then in turn the manufacture. Both were in agreement that the product presentation was what was intended and represented by the manufacture and the sample from which they selected. After several visits by different company senior managers it was determined that the company, builder, had done the right thing in their investigation and review of the customers concerns. The decision that was reached from each visit is that the floor was as it was intended. In an attempt to once again satisfy our customers concerns we offer several boxes of material and labor to replace the most unacceptable boards, in the customers eyes, at there direction. the customer refused the offer.
  
  In an attempt to avoid these issues the company has included several checks and balances in the selection process including disclaimers requiring customer signature as to the appearance of such natural wood products. Despite our efforts this customer is just unhappy with the floor, their selection, and would not except anything short of an entire replacement. This was not an option.

  Customer response

  03/16/2022

  [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 builder Toll Bros states that there aren't any inconsistencies with the optional floor that we purchased for our new home. I don't accept that the floor is as intended. It is unacceptable that there are splits and holes that developed in less than 1 year of installation. As i told the builder representatives, i don't want them to replace some of the most unacceptable boards. This is just a ******* to a ongoing issue. There are boards today the have split since the builder representative came to our home last year. The quality of the floor is unacceptable and i want a full replacement or refund.
  
  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. ↩