ComplaintsforToll Brothers, Incorporated

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I don't think there is enough room to explain everything, so here's the short story: - My husband and I went under contract with Toll Brothers on 10/01/2021 - Our house took over 1.5 years to complete - We closed in January 2023 when our landscaping was held up due to winter conditions.- Once we moved in, we were provided a booklet on how to set up utilities and possible internet providers. There was NO internet option. We called every company, and none could service our address. This took over 4 months to get internet at our residence. - Now, we are in May and have been provided with no timeline for when our landscaping will be complete. I have reached out almost weekly and received nothing but excuses and exceptions for why they can't provide a timeline for our yard's completion. In the meantime, we have nails, cigarettes, weeds, and goat heads all over our front and back yards, which means my family has no way to use those spaces and no timeline on when it will get done besides "by the end of June like your contract states." Every individual I have interacted with has been extremely unhelpful at Toll Brothers, with no empathy and the same boiler plat responses, which adds to the frustration.

  Business response

  05/07/2023

  ***************
  Thank you for reaching out regarding your internet and landscaping concerns.  We understand your frustration and our team is working hard to provide a timely resolution for those issues that are within our control.
  
  The internet companies are not contracted by Toll Brothers. While we wish we could give everyone a timeframe for internet service, its under each internet services control when they will activate a community or phase in a community. We provide home buyers with a list of alternatives for the interim, such as satellite internet solutions, until internet services are available.
  
  Winter weather creates landscaping holdbacks for many home buyers in this area and details, including completion deadlines, are set forth in the contract and explained at closing. All holdbacks within your community are due to be completed by June 30th of this year. While we cant give a specific date, we do try to complete each home in an efficient manner by installing down a street, rather than spreading out across multiple streets. This helps us expedite the process for all homeowners, typically resulting in landscape completion before the promised date of June 30th.
  
  We apologize for the inconvenience you've experienced and hope that you enjoy your Toll Brothers home for many years to come.
  
  Best Regards,
  Toll Brothers

  Customer response

  05/18/2023

  [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

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made a new contruction purchase with Toll Brothers. The original scheduled construction completion date was supposed to be end of 2022. The builder was not able to complete the build and was postponed so many times. This time it was postponed to end of April. However, now that we are close to the closing date, the builder is now insisting that they have set the closing date, and it is not able to change. Due to macro environment and the rise of interest rates, lenders have been tightening the guideline. Mortgage has been difficult to get an approval. We had trouble getting an approval for the mortgage originally. We have notified Toll Brothers about the situation and was open to work with them. After negotiating with my lender, I was able to get the loan approved. However, it would just need an extra few days to process the fund. I was asking Toll Brothers to postpone the closing date for another few days to allow the mortgage to proces. Toll Brothers refused to postpone the closing date even after the 4 months delay of the construction caused by them. The builder insisted on charging us several hundreds of panelty per day for closing late. We have been very clear with them throughout the whole process on our financing status. We even talked to their financing department on other financing options. Toll Brothers did not do the due diligences to communicate with us to find a reasonable closing date. They just set a date completely on their interests and force customers to follow their timeline. I have tried to negotiate with them many times without success on pushing the closing date only for a few days. This construction is located at northern california. The property name is *******************

  Business response

  05/08/2023

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear of your issues with your financing.  We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority. The local VP of Sales confirmed that they offered you some financing options within your closing timeframe which you did not pursue.   We are happy to hear that you have successfully closed on your home.  Please contact your local community team with any issues or questions.  Thank you.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the new house from Toll Brothers in 2014. The porch in front door has been settling since we moved in in 2014. It is sank more than 2 inches. A few big cracks go through the concrete. The floor of the porch is off from the foundation. The water stays in the concaved floor during the heavy rain or snow and started to get in through the water proof. The issue had been reported repeatedly in last 5 years. The manager from Toll Brothers came in 2020 and acknowledged the issue and told us he had been contacting with the contractors to fix the issue. I was told by him that the contractors should come to my house in next few days. But nothing happened since then. Contractors never came. We called the customer service a few months later and a lady told us the contractors would come. But nobody came either after two years pasted. I kept calling the customer service but nobody answered my call. The township inspected the issue and told us it is a serious foundation problem and needs to be fixed urgently. We called Toll Brothers again in this month and still nobody answered the call. We left the voice and message, no one gets back to us. We reopened the case online, no progress either. We are very upset with the ignorance and it has results in the big loss of our house value.

  Business response

  05/03/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your issues with your front porch. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  We apologize for the delayed response. The local Customer Care Team is working diligently with the concrete vendor and will provide a scope and schedule for repairs as soon as possible.  Please contact your local Customer Care Team with any issues or questions.  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My yard has irrigation issues which create large areas where it is unusable. As part of the warranty process, I was told a year ago that it would be taken care of however I am still getting the run around. Now that construction has ended in my development, I am fearful it will be impossible to get this work finished. All I want is for them to do the work they have promised to me in writing. Thank you.

  Business response

  05/03/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your irrigation issues.   We assure you that we strive to provide an exceptional experience as customer satisfaction is a top priority. The ************* Team has confirmed that they have been working with you regarding this issue,including piping out the condensation drains as well as some gutter downspouts and reseeding areas of the yard. Some of this work was done the week of 4/24/23.  During a discussion on 4/28/23 you mentioned that you were satisfied with the work and would share that information with the Better Business Bureau.  We appreciate that feedback. Please contact your ************* Team directly with any other issues or questions. Thank you.

  Customer response

  05/11/2023

  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. I believe that it was my action here and your follow-up with Toll Brothers that ultimately got the work finished in a timely manner.
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that we are move into a brand new home built by Toll Brothers our house, two-story house with two bedrooms and a game room in the second story just recently in the game room in the middle of the wall a wet spot show up and its been getting bigger every time it rains. I contacted their maintenance service request and I was told that he was an isolated event and it will happen again. Well, every time it rains the wet spots. I need the skin bigger the person from Toll Brothers to email me. His name is ************************* in the Austin Texas area.

  Business response

  05/16/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of the issue with your game room wall.  We assure you that we strive to provide an exceptional experience as customer satisfaction is a top priority. The Director of Customer Care has confirmed that the Customer Care Team reviewed this issue with you and explained that you should contact the roofing trade of your choice for a resolution.  Since your home closed in October 2021, your roofing warranty had expired on 10/1/22. As a courtesy, our roofing trade partner can stop by to inspect the roof in the area of concern to provide some guidance for when you contact your own roofing trade. Contact your local Customer Care Team with any other concerns and questions. Thank you.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toll Brothers Warranty Department:Items reported within warranty period is now being rejected due to warranty that had expired Kitchen cabinets still pending and it's been over a year from delivery... not getting prioritization from Toll Brothers for an incomplete delivery.

  Business response

  04/23/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with warranty follow up.  We assure you that customer satisfaction is a top priority and we strive to provide an exceptional experience. The ************* Team has reviewed your open warranty issues and below are their responses. 

  --The selected cabinets are no longer offered by the manufacturer so they had to be special made which adds more time to the order. We have checked with the manufacturer again, as of 4/12, and material should arrive by the end of April.  At that point the repair can be scheduled within 3-4 weeks of material arrival.
  --The stairs staining color variance issue was addressed once during the warrantable period. Stain variations will occur and arent warrantable as each piece of wood has its own characteristics and adopts stain in different manners. We would be happy to provide the vendors information if you would like to ask them for a quote to re-stain certain sections.  The cost for the re-staining would be at the expense of the homeowner.

  Please contact your ************* Team directly with any future issues or questions. Thank you.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to file a complaint against Toll Brothers regarding the recent issues we have experienced with our basement. Over a year ago, we purchased a house with a finished basement from Toll Brothers. We specifically chose one of their top padding and carpet options for the basement.Unfortunately, this winter we discovered that the basement concrete wall had a crack and water started leaking into the basement. This resulted in muddy water flooding our finished basement and causing significant damage to the carpet. After numerous communications, coordination, and negotiations with Toll Brothers' customer service, they finally admitted that the concrete wall crack is covered by our home warranty.They scheduled several repairs to remove the drywall, seal the crack, and install and paint new drywall. While this process took a long time to negotiate and schedule, it has finally been completed. However, we are now facing an issue with the mud-stained carpet and padding underneath.Toll Brothers has only agreed to "clean" the carpet, which we believe will not be able to fully remove the mud underneath the carpet, especially underneath the padding. Despite our repeated requests to have the padding replaced and the carpet deep cleaned, Toll Brothers' customer service has refused to agree to this proper repair.We are extremely disappointed with Toll Brothers' lack of willingness to address this issue properly and provide a satisfactory resolution. We have been TB's customer in PA and MI, invested multiple home and a significant amount of money in our homes and expect better quality and service from a reputable company like Toll Brothers.Wed truly appreciate it that BBB intervene in this matter and assist us in resolving this issue with Toll Brothers. We believe that the mud-stained carpet and padding should be replaced and properly cleaned as part of the warranty coverage for the concrete wall crack. Thank you for your assistance in this matter

  Business response

  04/15/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with your basement. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local ************* Team shared with you that the leaking basement wall crack was no longer covered by Toll Brothers warranty.  After the first year,the warranty is through the manufacturer, Tremco.  As a courtesy, Toll Brothers removed the drywall, and insulation so that Tremco could repair the leaking wall crack.  After Tremco repaired the basement wall, Toll Brothers installed new insulation and drywall and painted it. Toll Brothers has offered to clean the carpet.  However, our team was not allowed into the home to clean it.  We remain willing to clean the carpet.
  
  The egress window dent was repaired during closing.  Our offer to repair again after closing was refused.  We remain willing to repair the dent as previously offered. The blue tape concerns have been addressed. Please contact your ************* Team directly with any future issues or questions.  Thank you. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you because of continued delays to my home being ready, resulting in increased rate and monthly mortgage payment. This is my second home being built new, but the first one from the ground up and it took less than a year. When I came to tour the Toll Brother's property at ********************* in August of 2022, it appeared that the structures were all in place, foundation done, only needing the buildouts. I was told at that time that they would be ready late Dec, early ******** that time, my rate was *****, on August 22, 2022. I went on Toll Brother's guidance and made an educated decision to do a rate lock, even giving the process extra time, with an expiration date in Feb. I did the rate lock Sept 1, 2022, agreeing to the rate lock fee of $3608, and paying $24360 in points to bring the rate to ****, bringing my monthly payment to $1775.39. You all subsequently told me that it would not be ready as initially promised, then saying that it wouldn't be ready until March or April. This delay caused my rate to expire, and now I was faced with a higher rate of *****, and a higher monthly payment of $1855.51. I am not the richest man, and was very unhappy with this, but felt I had no other choice, because I had paid the deposits and obtained my preapproval, not wanting to start over, but your company would not do anything to remedy this. So I did the 2nd rate lock, with an expiration date of May. Again, I did this based on Toll Brother's statements that it would be ready March or April. A few weeks ago, I finally got notice that closing would be May 1. I spoke with your team to confirm this. However, on last Wednesday, I was advised that it would be pushed back to a few weeks into June. I'm pretty sure that this means I will be faced with another rate increase, and monthly payment increase. I understand some delays can happen, but it is going on 6 months since the structures were already up, and my payments continue going up. I continue to be left in a homeless situation, paying higher rents because of month to month, unable to commit to anything, missing other credit opportunities because I continue to be unable to apply for new credit. I really wish that walk away and look for other companies/builders/properties, because it seems that Toll Brother's does not care about resolving these issues or my financial well being, but I don't feel like going thru this ****************. I really believe that you all should pay the necessary fees to bring my rate back down to the initial rate I locked in at in Sept 2022, especially seeing that I am financing with your lending arm, and after seeing your huge profits in your annual reports. This gesture would not hurt you and would help to make a new home buyer happy. This could also avoid the negative impact to future home buyers, as my co worker wanted to know the name of your company so that they could look at other builders in order to avoid this. I would really like to have this resolved amicably and be able to enjoy my new home without the resentment of the increased costs caused by your delays and misinformation.

  Business response

  04/17/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with the delayed delivery of your home.  We assure you that customer satisfaction is a top priority and we strive to provide an exceptional experience. We acknowledge that utility and infrastructure delays have impacted our building schedules.  We have been transparent in sharing all delays during the weekly calls between you and the community production and sales teams. In addition, our management team is in direct weekly communication with you and our goal remains to deliver you a complete beautiful and high-quality home. Please contact your Sales Team directly with any future issues or questions. Thank you.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All A19/E26 light bulbs in home are flickering.. Builder is suggesting to use non-dimmable light bulbs...(Builder installed dimmable lights with the home at the time of closing) which doesn't make any sense. Initially they tried to fix it by tightening the neutral wires at circuit board outside but that didn't fix the issue. Now they are ignoring me & my phone calls & unable to provide a resolution. None in my street / homes got this flickering of lights issue & this is very annoying & frustrating at night times with new born & small kids in the home.

  Business response

  04/04/2023

  We are sorry you are experiencing this issue with your lights and the communication issues. We are unsure who you have been attempting to call or contact, but our Austin Division Office has a full-time receptionist who answers our calls and responds or forwards voicemails to the appropriate departments.

  In regard to your concern about the flickering lights, we have had the electricians out to your home several times to ensure that all wiring, switches and fixtures are connected and tightened. Unfortunately, there are known issues with the newer LED bulbs that are being sold and installed for all lighting fixtures today. While these bulbs certainly save energy and last longer than the older incandescent type of bulbs, regrettably it introduces other possible issues. The science around LED bulbs causes this flickering due to how it uses the energy to illuminate the light. This is such an issue that the electrical provider in your area ***, has an page on their website dedicated to this anomaly. Here is the link for this webpage: *************************************************

  The science behind the issue:

  Even though you don't always see it, all main-powered light sources flicker whether incandescent, halogen, fluorescent or LED.
  
  Main electricity is an alternating current (AC) supply, delivered at a frequency of 60 hertz. Which means the electric current that powers your lights any lights switches backwards and forwards 60 times each second.
  
  We didn't used to notice it with our old incandescent bulbs, because the bulbs residual heat kept the filament glowing between flickers. This was a side-effect of the inefficiency of traditional bulbs. These old incandescent bulbs typically wasted around 90 percent of input energy through heat.

  In addition, some people are more susceptible to seeing the flickering than other due to their individual visual acuity. 

  Regrettably, the only thing we can do is to ensure all of your wiring, switches and fixtures are properly installed, which we have done on 2-3 occasions.

  Customer response

  04/13/2023

  [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:
  If there is a bad power, every one in my street should experience this. NONE got this issue then WHY ONLY MY HOME?
  
  Regards,
  
  ***********************
  

  Business response

  04/28/2023

  We are sorry you are continuing to experience an issue with your lights. We have sent electricians to your home on several occasions about this matter. They have ensured that all wiring, switches and fixtures are properly connected and tightened. The electrical provider in your area, ***, has also shared some additional guidance regarding this issue on their website, ************************************************************** contact your local Customer Care Team with any other questions or concerns.  Thank you.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Home Location: *******************, Danville CA ******** Buy: May, 2012 Builder: Toll Brothers (*******) This house had a water leak inside the wall above the fridge, close to the water heater area. It happened in July 2018. Toll Brothers helped to fix the damage - the wall and hardwood floor. Meanwhile, Toll Brothers let me sign a Release. This release mainly focuses on the hardwood floor, not the water leak. A new water leak was found at the same place on 2/4/2023, which is less than 5 years compared to the last water leak. The wall and hardwood floor are damaged. I contacted Toll Brothers many times. There is no reasonable response - yes/no to help! Instead, point me to look for this, to look for that. Two Days ago, Pleasanton Office replied to my inquiry with a new office address in Irvin, CA, without a phone, without email, just an address. She let me contact that office. I have sent my letter to that office. I did reply to her email to ask for phone and email, but no reply! This house is not under warranty now. This is true. But the water leak is definitely because of the faulty workmanship of Toll Brothers. The leaking water pipe is plastic. The water leak happens at the same place. The new water leak is less than 5 years from the last one. Toll Brothers need to take care of this and help to fix the issue. Can Toll Brothers please reply to my request and please let me know if you will help or not? I hope you can reply to me with YES. Please let me know at your earliest convenience. BTW, I keep the right to file a lawsuit if there is no reasonable response to my inquiry! A complaint has been filed to the California Dept. of Insurance against ******* Insurance (Home Insurance). Also, pursue a complaint to Toll Brothers if there is no reasonable response from Toll Brothers.

  Business response

  03/30/2023

   Hello,
  I have reviewed your concern and read the history of your issue. We repaired your leak in 2018. However, since you closed escrow on 5/10/2012, you are out of the warranty period. As a result, Toll Brothers is not accepting liability and will not send someone out to repair the current leak. 

  Customer response

  03/30/2023

  [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 is not a warranty related! Warranty expired does not work for this case. See reasons:

  1. Toll Brothers did the things wrong at the time for the construction for this property - you should not use the cheap plastic water pipe line inside the wall!!! This is the key reason to cause this issue. 

  2. Because of you wrong design/construction for the customer invisible water pipe line inside the wall, there was 1st water leak on July 2018

  3. The fix for the 2018 is not solution from the root, Toll Brothers only fix the water leak with poor quality.

  4. Because of the poor quality fix for the water leak on July 2018, it causes new water leak which was found on 2/4/2023.

  5. Is it acceptable for a big company like Toll Brothers, the fixed issue comes again less than 5 years? Of course NO!

  6. I need Toll Brothers solve the issue from the root cause - make this not happen again: change the cheap plastic water pipeline to copper ones, this is the only solution! Or guarantee it is not happened again if it is just a fix.

  7. Toll brothers HAS TO DO what i mentioned above. It is reasonable!
  
  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. ↩