ComplaintsforToll Brothers, Incorporated

• 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,
  
  ******* **

• 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. 

*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. ↩