ComplaintsforToll Brothers, Incorporated

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new house from Toll Brothers and my sales experience was horrible. Once they reeled me in, they couldn't care less and made me close on a house that was lacking quality. The assumption was that since it's a brand new house, and Toll Brothers are known for their quality of work, they will take care of things that are not complete, or done incorrectly during the first year contractual warranty. This is where I was wrong. After the first month's walk, We identified a lot of issues some purely cosmetic like paint, nail pops, overspray, etc. but some were concerning like floors squeaking in multiple places, already visible seams on walls even on the day of closing, incorrectly sealed locations, unsanded/unfinished rails, hammering marks on balcony/deck framing, wood pieces chipping and peeling off the frame, stairs not sitting right and squeaking, etc. The Toll Brother warranty team promised that anything we've identified during and before our first month's walk will be taken care of in the next couple of months depending on the availability of material and people. Since then I've had to take time from work to accommodate their schedule on a weekday for over 6 times (in the past 2 months) and the flooring people come in, find a workaround and fix it and leave. Once they leave, not only the place that was squeaking isn't fixed but now a new place around the existing issue starts squeaking. After at least 4 visits from them, I was now told that due to frequent visits, we will do it at the end of the first year. Then I was promised that the construction manager will come over and address the issues, and like any other time, I took time off and no one showed up. The flooring people come in and blame it on framers, stairs people come in and blame it on painters for sanding, etc. The floors squeak so hard that I'm losing sleep now. I would like to request BBB to get some explanation from the business and help me get these issues addressed.

  Business response

  03/27/2023

  We thank *************************** for sharing their experience with Toll Brothers.  We are sorry to hear of their concern with the construction quality.  We have reviewed the homeowners complaint and provide the following response.
  

  The home close date was September 28, 2022 and our team has been in contact with this homeowner regarding multiple concerns since then. Most open items have been completed except the following:

  - stair post and rails will be re-sanded and finished on March 31, 2023
  - loft level trim molding will be re-painted on March 31, 2023
  - cabinet repairs will be completed when we receive the backordered parts

  In addition, our team has coordinated multiple visits between the homeowner and the flooring company and framers to address the stair/floor noise. Most recently, a construction manager on the team visited the home on March 16, 2023 and inspected the flooring concerns. The homeowner agreed to another visit from the flooring company scheduled for March 31, 2023.  The homeowner can contact the local construction team with any other concerns.
  
  Thank you,
  Toll Brothers – Maryland Team

  Customer response

  04/14/2023

  [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 partially rejecting this response because:

  I appreciate Toll sending contractors over to finish the outstanding tasks. However, it's unfortunate that the floorings tasks are still open and have been pushed to August/September 2023. I am perfectly fine with the new timeline provided to me, however, I fail to understand that how 5 visits couldn't fix the issues in the floor where the noise is not due to settling lumbar and frame. Also, another thing that I find fascinating is that the Toll team assumes that if the contractor conveys that the issue has been fixed, they take it for the face value and close out the ticket. 

  Currently, I'm waiting for the end of the year walk to address all these open issues and I would like to be as cooperative as I've been to begin with. My only concern is that to save time and effort, if the contractors continue to find workarounds rather that identifying and fixing the underlying cause, this is going to continue to happen. I am not happy about multiple visits either, it take a tremendous amount of effort and impact on work at the owners end as well. 

  I'd like to keep this issue open and not resolved until September when all the issues are expected to be resolved. I did get in touch with the local construction team and they have assured me that all these issues will be resolved after the second walkthrough. The warranty team is doing their job really well, however, its falling short in being able to close out some of these issues upon validation and in a timely manner.
  
  Regards,
  
  ***************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There was a Domestic violence situation that allows me to break my lease within 30 days of notification and the apartments are refusing to allow me to exercise my rights. They also have refused to let me use my military orders which is also a clear violation. My understanding is that **** provided two options which were for me to be evicted OR to pay back all of the concessions, etc and leave or words to that effect. All of which is illegal under both reasons to include the one valid in terminating the lease due to domestic violence.

  Business response

  03/21/2023

  Dear *******************,
  
  Thank you for sharing your concerns with us here. We appreciate the opportunity to respond.
  
  Toll Brothers Apartment Living has reviewed the details of this complaint, investigated the situation, and has already resolved this matter directly with ***************
  
  Thank you,
  
  Toll Brothers Apartment Living

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 1st, I purchased a $1.1 million dollar home from Toll Brothers for a new home. With my home, I was given a 1 year warranty after repairs were completed for issues found during our first and second walk of the home. Per their contract, they are supposed to fix all issues that were found during the first walk before we received the keys to our home. We were given our home with issues still existing after our first walk and toll brothers blamed it on "trades or parts on backorder". As time has gone, more issues with the house keep arising. Many issues noted at the first walk of the home have still not been repaired, even 6+ months later. After taking countless days off for them to come look at the issues or send their trade team out, they still have not fixed a majority of the issues. They keep blaming it on trade-work saying that they're unavailable. After taking many days off from work to deal with issues that were supposed to be resolved way in advance, I am unable to take any more days off. Even with this, I have offered Toll Brothers to set these repairs up on the weekends as those are my days off. They have told me that they cannot do repairs on the weekends and cannot provide any accommodation for things that were supposed to be complete before we received the keys to our house.

  Business response

  03/07/2023

  Toll Brothers has been actively working on and completing any repairs that the homeowner has brought to our attention since closing.Recently some repairs have been requested that required ordering material. When the materials came in the homeowner was out of town and we were unable to schedule the repairs. The homeowner has recently returned to town and we are waiting for dates and times during regular business hours that we can schedule the repairs.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the model home from Toll Brothers in Sept 2022. During the final walkthrough, there were a lot of items not finished. The agreement was to finish the rest after the closing. After the closing, the first one month was wasted in who should handle the remaining items: construction or warranty. After that was sorted out, warranty started pushing back on the fixes. One example is the front door. There are big gaps around the door, and when wind blows, the door would open, I have to tape the door and put a table against it. Toll Brothers would not fix it since the door is there and can be open and closed (their words). I spent a lot of time arguing about this and in the end, I said I would just post on social media that "Toll Brothers sells house where you can see the stars from your front door". At that point, Toll Brothers agreed to fix and however, until now, it is not totally fixed yet. This is just one of the examples. There are many more. Another amazing one is the light switches and lights don't match (you turn on the lights in the office from mater bathroom which is across the house). Toll Brothers said since the lights can be turned on, they will not fix the switches. I received an email yesterday which says: Toll Brothers is #1 HOME BUILDER ******* ****** MOST ADMIRED COMPANIES 2023. I am really concerned how many people will have to go through my experience by this false statement. This is a 55+ community. Imagine a bunch of retired people dream of a peaceful life and end up fighting with Toll Brothers on whether the light switches should turn on the right lights! Thank you for listening and I hope someone at Toll Brothers will have the common sense to agree that light switches and lights should match. If not, this company is or will be at its very end soon.

  Business response

  03/01/2023

  The front door has been on schedule for Thursday March 2nd.  

  The electrical is being scheduled. We currently do not have a date but we spoke to the electrician and they are well aware of the issue. We have sent a work order and should receive dates for service.

  Customer response

  06/12/2023

  I filed a complaint #******** in March. As soon as the complaint was filed, Toll Brothers was actually moving along to resolve the issues. ***** (the representative) was doing a great job working with me to get things moving. However, he just got transferred to another community and things are not moving again. Please work on resolving the remaining issues and wrap things up.
  
  Desired Resolution:
  Finish the Job

  Business response

  06/17/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with our follow up.   We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Customer Care Director confirmed that your new Customer Care Representative met with you last week to review your items.  Most items are scheduled for repair during the week of June 19th.  Please contact your Customer Care Team directly with any other issues or questions.  Thank you.  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been in our home for over a year now. During our one year warranty, several issues and needed repairs were pointed out (including our faulty heater, major cracks, paint issues, bulges in walls that need to be opened up, baseboard molding issues, etc). Some issues have been addressed, however the majority still need to be fixed. We are now almost three months past our 1 year and still have tape all over our house pointing out the items that need to be fixed. The only contact we had went on leave and now we cannot get anyone from Toll to follow back up with us.We just want acknowledgment from someone on went all of our issues will be addressed. We paid a fortune for our house only to be met with poor craftsmanship and customer service. This is not what we ever expected from the Toll Brother name

  Business response

  03/08/2023

  ***************************,
  
  We are sorry to hear about your experience related to your outstanding warranty issues and the frustration this has cause. We strive to provide outstanding customer service in all aspects of our business. We can confirm the new Community Care Representative is aware of the outstanding repairs and will reach out to you for the complete list of unresolved items. We apologize for the longer than anticipated delay. We are committed to getting these repairs done for you as efficiently and effectively as we can.  Toll Brothers has been in business for over 55 years, and you can be assured that we will stand behind our commitments to our customers. Please do not hesitate to reach out should you need any additional information.
  
  Thank You,
  Toll Brothers Arizona

  Customer response

  03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  There has been no indication of when this will be fixed. We are now almost 4 months past our 1 year mark and still nothing has been resolved. We have tape all over the walls in our house indicating what needs to be fixed and it looks tacky. Its a disgrace for a TollBrothers Home. I have a playroom wall that is bulging out, I have a floor in the guest bathroom that is sinking, and several other issues that have yet to be fixed. This is lousy craftsmanship and I am beyond disappointed. I hope we can have this resolved without needing to involve small claims court.
  
  Regards,
  
  ***************************
  

  Business response

  04/27/2023

  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 we strive to provide an exceptional experience as customer satisfaction is a top priority. The Customer Care Representative met with you to review the open items.  He received confirmation from both the framer and drywaller that repairs are scheduled for 5/1/23.  Paint touch up will follow those repairs.  Please contact your Customer Care Team directly with any other issues or questions. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently reported a leakage issue in my upstairs master bathroom which I have started using it from past 10 months. At first they have denied my request saying that the house that they have sold me it is out of warranty now which is barely 3 years old and still in a brand new condition, When I have shared the information about the similar issue that had occur in my main level master bathroom almost after a year of purchase they have agreed to do a courtesy inspection, Upon inspection Plumber noticed a sign of moisture at the dry wall after filling up the standing shower pan with water he and other guy mentioned it could be the failure of liner which they have used to seal the shower pan that is exactly what happened at main level master bathroom he said he will share his findings with the manager and I will receive a response with in few days and the response that I have got from them is attached with complaint. Which clearly shows how nicely warranty team is denying their contractor and the construction manager mistakes if construction manger/quality assurance team inspected the house properly this would have never happened. Bathroom above and the ceiling are both sealed by Toll or their contractors. When purchasing the house, I didn't rip open the ceilings or flooring to determine if the work beneath the surface was done properly. I assumed that when I am paying approximately $600, 000 to a reputed company, they wouldn't sell me a lemon. How stupid was I? I have had a similar issue with another master bathroom. For the reference, I have also attached previous ticket in which you can see that water from my main master bathroom used to leak into the basement. It took several months of usage before the problem surfaced. This time the location appears to be underneath the shower as well. Same exact contractor worked on the construction of the showers which would lead one to believe that the likelihood of making the same exact error is extremely high.

  Business response

  03/10/2023

  We thank ************************* for sharing their experience with Toll Brothers. We are sorry to hear of their leakage issue. We have reviewed the homeowners complaint and provide the following response.  The homebuyers 2-year mechanical warranty expired on November 19, 2021. Our team received a request on January 24, 2023 from the homeowner regarding ceiling water staining. Our team explained that the mechanical warranty had expired, however, we sent a plumber on February 8, 2023 for a courtesy inspection. During the courtesy inspection,the primary bathtub drain was removed, and putty was added to the threads before re-installation. The bathtub and shower pan were both tested and showed no further water staining on the ceiling.  Due to the results of this inspection, it has been determined that the cause of the leak is not from the plumbing supply or the pluming drain line. Per the findings during the inspection and the expired mechanical warranty, no further action will be taken by our team. The homeowner was made aware of these findings on February 9,2023. Should the homeowner choose to further investigate and provide proof of a defect, we will review and respond at that time.
  
  Thank you,
  Toll Brothers – Maryland Team

  Customer response

  04/10/2023

  I had an emergency due to which I was unable to write back sooner. Their story has changed completely from when they were in my house to when they emailed. When the plumber was in the house, they agreed to wetness in the stained areas along with noticing other stains that I hadn't originally noticed. At that time, I was told that we did the best we can and were unable to locate the problem. When I asked can't you cut open the ceiling to see what is going on, I was told he doesn't have the authority to do so. What I am failing to understand is that clearly there is a problem that is out of my reach and there is no way for me to cause the issue. The only people who had access to the area were the Toll brothers. They have created some sort of mess and I am held responsible for their mess. How is this acceptable? The major mistake I made was buying a property from them. Clearly, they have used materials that are unable to sustain usage for more than a few months. Also, I should have inspected each step of the way myself because they don't care whether since they wash their hands off of everything anyhow. I wasn't expecting them to sell me a lemon but it seems like I was wrong. Clearly, it is my problem because I placed my faith in a company that I thought was reputed enough to stand by their product but they didn't turn out to be any different from their competitors. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drywall issues Cement issues Unleveled floors

  Business response

  02/28/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your issues. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Customer Care Team has confirmed that they received your list of warranty issues on 3/14/22 and completed those items that were under warranty by 6/21/22. 

  You submitted issues with your sunroom ceiling drywall on 2/13/23.  However, the home was out of warranty at that point.  Cement issues and unleveled floor issues were not submitted.  Please contact your Customer Care Team directly with any future issues or questions.  Thank you. 

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. The wall is uneven. The repair time is crazy, it has been more than 6 months and no one really follows up. Every time I have to open their inefficient online ticket system to play "catch me if you can". The guy will response me and then no follow up. I have to keep opening the tickets and I always have to keep remind him to fix. More than 6 months, he only arranged the tile guy to fix, now I am waiting for him to arrange some guy to fix the baseboard and the wall. he still said he is arranging the guy to come out. THIS IS UNACCEPTABLE! 2. HVAC issue. There is airflow and caused the furnance overheat. This is an installation issue. I was bounced around between the same guy and the installer. Both of them won't take responsibility. 3. The shower knobs are loose and one of them just came off. I have been used for less than 4 months. The quality of the work is horrible. 4. Air vent for the dry machine is block. They use cheap metal plate for the airflow opening and the metal door stuck and cannot move freely. This almost caused my dryer dysfunction and clothes not dried. It took me so long to figure out why my dryer not working. After report this issue, they don't feel shame for this mistake or replace a better vent open cap. Almost a month, I am still waiting for someone to fix this stupid issue. I spend millions to buy this house and more half million upgrade. The quality of work is not there. The service level is not there. The material is cheap.

  Business response

  02/09/2023

  Hello, I spoke with ******** on 2/8/23 and 2/9/23 and discussed the following issues. He was satisfied with our response and thanked me for the follow up
  
  The wall is uneven was completed on 2/9/23
  HVAC issue as discussed with ******** this item is outside of our warranty period.  Toll Brothers has agreed to have the unit inspected as a courtesy.  A work order has been sent to the appropriate vendor on 2/9/23
  Shower Knobs - as discussed with ******** this item is outside of our warranty period.  Toll Brothers has agreed to assess and repair as needed. A work order has been sent to the appropriate vendor on 2/9/23
  Air vent confirmed  on 2/9/23 this item has been resolved.
  
  Thank you,

• Initial Complaint

  02/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/5/2022 I entered into a contract to have Toll brothers build me a home in there ******************* located in ******* in ********* **. Once entering into contract one of the conditions was to have TBI/Toll Brothers internal mortgage company provide me with a pre approval meaning, I would have to apply for the financing with them. Before moving forward I requested not to go through them simply because I myself am a mortgage banker. Once I was given a verbal commitment form a Toll Brothers representative ********************************* Did I move forward suppling them with a requested Loan Approval letter did I give them *********** totaling $9,133.00 . $2000.00 for the ****** money deposit, $1000.00 for the reservation deposit, $2000.00 for Base house deposit and finally $4,133.00 for the sales options I came to them several months ago when interest rates climbed into the 7% range to inform them I no longer qualify for the financing, asking for a refund and was told NO I am in violation of a provision in the contract they broke on my behalf. I have acted in good faith and with complete candor in every step of the buying process. They also had gone out of the confines of the original Toll Brothers contract by permitting me to use my own financing, and certainly you can refer to those exhibits. It is possible to argue that this deviation waters down the terms of the original contract,The bottom line is that market has changed, the economy is facing unprecedented inflation, and possible recession. I am no exception to that rule. All deposits made, monies paid etc. were done in ******* and good faith.Since the contract execution my business has dropped dramatically.To hold me a buyer to the provisions of this contract is the equivalent of duress and unconscionable financial hardship, when I cannot continue such obligation due to completely unforeseen circumstances. I have suggested several remedies to you, it seems everything suggested has been rejected.

  Business response

  02/10/2023

  ****************** entered into an agreement with Toll Brothers on March 17, 2022.  As stated, he requested to not apply with Toll Brothers Mortgage based on his employment as a mortgage banker.  Toll Brothers honored that request which was memorialized by the buyer executing a TBI Mortgage Application and Financing Waiver Endorsement (Endorsement)concurrently with the Purchase and Sale Agreement (Agreement).  ***************** on executed the Endorsement and Agreement on March 11, 2022 and countersigned by Toll Brothers on March 19, 2022.  The TBI Mortgage Application and Financing Waiver does not water down our agreement, nor is it Toll breaking a provision of the Agreement, it simply waives a provision in our agreement, which the buyer requested. 
  
  ** the summer of 2022, ****************** informed ** that he wished to cancel his agreement with Toll Brothers and receive his monies back.  At that time we discussed the terms of our agreement and furthermore, the challenges ****************** faced.  Through good faith efforts by both ****************** and Toll Brothers, to not further risk additional deposits being lost, the parties agreed that if ****************** proceed with the purchase and finalized his outstanding option selections, Toll would agree to return those option deposits, if ****************** was unable to close escrow due to his inability to obtain financing only.  This would allow him time to further address his financial situation while being able to continue with the construction of his home. We also had him speak with Toll Brothers Mortgage to give additional options to him.  With his home not projected to close until the Spring of 2023, this would give him substantial time to find a solution to qualify for his purchase, with no additional risk outside of his original deposit monies. 
  
  After months of following up without selections being finalized and next steps taken, the home was at a standstill; therefore, Toll Brothers took further action based on his failure to finalize his options by notifying ****************** that he was in breach of the Agreement.  ****************** failed to cure his breach within the cure period set forth in the Agreement,Toll Brothers proceed with the termination of the Agreement and retained deposit monies as liquidated damages pursuant to the terms of the Agreement.  No further action is required on this matter.

  Thank you.

  Customer response

  02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because :I have acted in good faith and with complete candor to you in every step of the buying process.
  Toll Brothers also had gone out of the confines of the original Toll Brothers contract by permitting me to use my own financing, and certainly you can refer to those exhibits.  One of the reasons was that I am in the mortgage business, and I was seen as a desirable client in the previous economic market.  It does waters down the terms of the original contract, 

  I did inform Toll brothers of my desire to cancel the contract due to financial distress ( I no longer qualified for the financing plus my credit score had dropped dramatically ). I did not agree to move forward as it would have been like committing financial suicide.... With my lost income coupled with my credit score falling as a mortgage professional myself I would never advise a client to move forward under the conditions, so why would I ? The reason I did not agreed to proceed with the purchase and finalized my outstanding option selections only because Toll Requested me to come up with additional funds for the design center options which exceeded an additional $10,000. If I no longer qualified for the financing why would I give them more money ?  My income was cut by as much as 60% due to the current economic conditions plus with interest rates more the tripling I no longer qualified for the financing. As for me speaking with a Toll brothers mortgage, well that's a flat out lie!!! To hold a buyer to the provisions of this contract is the equivalent of duress and unconscionable financial hardship, when they cannot continue such obligation due to completely unforeseen circumstances which affect many consumers, even many I am dealing with...

  I even suggested to have the contract transferred to another entity to purchase the property on my behalf and was rejected. 

   

   

  
  
  
  
  
  
  
  

  
  

  Business response

  04/26/2023

  Were sorry this is your position. Toll Brothers stands by our previous response.

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought a new home from Toll Brothers in 2019, created a ticket right after walk through about a dent in the kitchen hood, Toll Brothers strung me along last three years promising a replacement hood. I have detailed email chains about this. Last year when they completed the build out in our development someone reached out to me saying that I am not eligible for a replacement, and they will refund me $250 for a hood that will cost me $1300 to plus labor for replacing. They changed their ticketing systems may time though out the three years, but i do have a detailed long email chain spanning many years.

  Business response

  01/31/2023

  I spoke to ************** today and agreed to replace his exhaust hood. 

  Customer response

  02/21/2023

  [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,
  
  *******************
  

*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. ↩