ComplaintsforToll Brothers, Incorporated

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm submitting a complaint against ********* (MI) for not meeting residential code regarding water intrusion since we purchased in March 2016. Concerns have been raised and attempted to be addressed since we moved into home, still without resolution in several locations. Issue 1: improper patio door flashing/sealing that allows water to enter basement through a hole in the subfloor (where a security wire goes from the door to the basement). I shared concerns with the county building inspector. His recommendation was that the door be removed, replaced, and reinspected. Toll Brother's response was to recaulk the door May 2021, when that failed they removed the brick mold (beneath there was no jamb flashing tape or sealant present to prevent water penetration into the rough opening (I have pictures)--code violation. Rather than remove the door and install it properly, they tried to add some more sealant and flashing tape just to the part of the opening visible behind the brick mold (June 2021). 4 months later the door is leaking again (Oct 2021). Their next solution is to cut a hole in the drywall above the door, put a camera in to "see where the wire goes." (unless they want to see whether my subfloor is rotting after 5 years of ongoing water intrusion, not sure the point). There are multiple neighbors with the same exact issue, pointing to improper installation practices (I am aware of 8 others, Toll is aware of more than just ours). I want the door removed, reinstalled, and flashed according to code or they need to reimburse my expense to do so. Second issue: regrading work for negative grade that directs water to basement stairs and inside), which needs irrigation and sod repair. They are not being responsive on finishing this work. This needs to be completed ASAP to winterize my irrigation. Landscapers can't promise it will be repaired this season.I've shared this experience with the Regional VP (*********************) beginning 4/2021 and now with no response.

  Business response

  11/09/2021

  Hello *******,
  
  We are responding regarding Complaint ID ********.
  
  The ***** Residence initially closed March 24, 2016. They have submitted numerous service requests throughout the years regarding various items and we have responded to all their requests in alignment with the Toll Brothers Limited Warranty. The concern regarding the patio door having a leak has been previously addressed. The most recent visit was in June 2021 to repair the small amount of water that was entering their basement right above the patio door. We performed a water intrusion test which was inconclusive because no water infiltrated into the home. The repair that was made to the door had not raised concern again until October 2021. 
  
  After receiving a service request on 10/25/21, we emailed ************** on 10/26/21 explaining water leaks can be difficult to diagnose, especially since it doesnt happen every time it rains and is typically not a large amount of water. As with any repair needed, we try to do the least invasive repair possible in alignment with the industrys best practices. It was communicated to ************** that we could remove a small area of drywall at the door and use a camera to determine if we could locate the water source, and then if it was found to be inconclusive, we will reset the door. We called ************** on 10/28/21 as a follow up to our 10/26 email explaining the action plan which included bringing the camera and a company who can reset the door. We told her that this work is scheduled for 11/12/21 and she confirmed the service date.
  
  The second item that ************** referred to is a grading concern. We have addressed this concern; all items have been sodded and the irrigation has been repaired. We received an email from ************** on 11/2/21 confirming that it was completed and therefore we closed out the request on our end.

  Customer response

  12/06/2021

  It's hard to say for sure whether I accept this response and the issue is "closed." However, given they have improved their communication and response since filing this complaint I will tentatively accept their response and will resubmit it if I am not successful in getting this resolved. They finished the regrading work since filing this complaint. I am optimistic it will address the water entering my basement door, but I cannot know for sure until the spring when we typically get heavy rains. They also came to reinspect the patio door that is still leaking and plan to replace the door all together (it is being ordered and the work will be scheduled when the door is available for installation is the last I heard). I am hopeful that the patio door will be properly sealed (per industry standards) to prevent further water leakage around the door and into my basement. But again, I cannot say for sure this matter is resolved as the work  has not been completed to verify the problem is solved after a rain. Thank you for your response.
  
  
  *********************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently built a new home with Toll Brothers and it has been a nightmare from day one. They painted the exterior of our home the wrong color, did not hook up the plumbing in our laundry room so our bedroom flooded the first day, cabinets were defective, toilet was placed in wrong location, wrong garage door, faucet has been replaced four times, back yard flooding, refrigerator leaks, fireplace design was incorrect, Quartz counters have been replaced three times and still defective and all the wood floors need to be replaced so we will need to be in a hotel next week. This is only a few items on the list. Many of these have been resolved but we need to file this and are going to seek compensation. We also want to warn others of the absolutely horrific experience this has been with minimal communication.

  Business response

  11/05/2021

  Thank you for reaching out to Toll Brothers.  We are sorry to hear of your continued frustrations.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  Our local Customer Care and Leadership Teams have confirmed they are actively working with you to resolve issues with your home.  They are currently installing an upgraded hardwood flooring and Toll Brothers is covering the pertinent expenses, as was shared with you by the Division President in September. We are sorry for the inconvenience.  It is very important to us that you are happy in your home. If you have additional concerns, please continue to work with your local Customer Care team. Thank you.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The igniting of the BBQ doesn't work and the knob on the bbq has, once again, become extremely hot. when we took ownership of our home April 23,2020 the BBQ had this faulty right from the beginning. Coustomer Service (Maruo) at Toll Brother's said we needed to replace the part vs replace the BBQ. we waited 6 months for the replacement parts and we used the bbq twice -it was a challenge to ignite. Our third time of using had the original problem. my husband's hand was burned with the initial problem-now we are here again. this unit does NOT feel safe or reliable and we do NOT want another parts attempt. this has been a very disappointing and scary experience. We missed using the bbq upon owning our home and now we are missing the use of it again. It is now only right to resolve our situation expediently with a new bbq. Thank you for attending to this issue quickly.

  Business response

  10/14/2021

  Toll Brothers will replace the BBQ with new.  Lynx has informed us that the product is on back order.  We will get ETA ASAP.  Also Toll is committed to repair the existing BBQ until the new one arrives.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased our new construction home from Toll Brothers last year. There were several items that were incomplete so a temporary certificate of occupancy was issued. Several items remain unaddressed and we still do not have a final certificate of occupancy. Wherever we follow up Toll refuses to respond to our emails.

  Business response

  10/26/2021

  Thank you for reaching out to Toll Brothers.  We have been working with our engineering firm to explore options regarding the retaining wall configuration in the rear of the home.  Knowing that the buyers requested a solution other than the original stair configuration, we wanted to make sure all possible options were reviewed to see what could be done within the parameters of the local codes.  Our team reached out to the buyers on October 13th to discuss.  Once we have confirmed the course of action with them, we are prepared to complete the remaining items and obtain the permanent Certificate of Occupancy.  We apologize for any frustration this may have caused.  Thank you.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a new home from Toll Brothers. But I have been facing two problems unsolved for a long time: 1) the upgraded trash can has very low quality and is not the option as demonstrated; 2) the carpet is wrinkled. I have filed the issues multiple times through the warranty system. But they did not get solved. I also talked to the sales, and she also agreed that the issue should be taken care of. She helped report my issues for resolution. But still no action has been made. Based on the info from the sales, their customer service department does not respond at all.

  Business response

  10/13/2021

  Thank you for the information in regards to the *********** residence at our *********************** community.  We will be happy to reach out to the ** family and work with them to resolve their concern with their garbage drawer and carpet installation.  We had previously worked on the carpet at the staircase and it appears that there is a new area that needs attention.  We will reach out to them and schedule a time to review and schedule the necessary technician to resolve the concern.  We will update you once completed.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early June 2020, I placed a $500 refundable deposit on an apartment at The ********, *************, Belmont, MA. I was told by ************************* that if I cancelled within 3 days, my deposit would be refunded within one month. I cancelled within 3 days. Despite multiple emails and phone calls with *************************, I have not received my refund. I have been repeatedly told by her that the refund is coming, that she acknowledged that I was promised it within one month, but repeatedly told that they are having problems with their processing system and I can expect it soon, but I have not received the deposit back. Her phone numbers are ************ and ************.Thank you

  Business response

  09/28/2021

  To whom this may concern,
  
  After reviewing the prospects complaint, below is our response.
  
  The prospect applied for an apartment at The ******** June 2021. Due to internal system issues, the team was unable to cancel the application. Since being notified, our team has worked to change the status of the application to issue a full refund. The refund check was mailed on Monday, September 27th and the prospect was notified by our team.
  
  Thank you,
  The ******** Management Team

*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. ↩