Customer ReviewsforToll Brothers, Incorporated

Horrible customer service, its been taking 3 years and we have gone through 5 warranty reps and nothing gets done. Each time we get a new rep, all the warranties are reviewed over again and again and still nothing. Instead Toll Brothers wants to blame the customers rather than taking accountability of their poor workmanship and cheap materials/supplies.Dealing with all the repairs, lack of communication, horrible workmanship, and horrible customer service is NOT worth it.

Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your concerns with our customer service. The ************* Manager confirmed that they are actively working with you regarding your concerns and are completing the final open items. Please contact your ************* Team with any other concerns.

DO NOT BUY THE **** BROTHERS SECURITY SYSTEM - IT IS A SCAM Toll Brothers will sell your contract to another (third rate) company within a year of closing on your home. We were sold to Safe Home Security, which was absolutely terrible. They didn't even call to verify false alarms and we had all kinds of billing issues - their customer service was horrible.

Thank you for sharing your experience. We are sorry to hear about your concerns with your security system. Toll Brothers Smart Home Technologies transitioned your account to Security Systems, Inc (Safe Security) under the assignment rights outlined in the alarm agreement you signed with Toll Brothers Smart Home Technologies. Proper notice was also provided regarding the transfer. Your satisfaction is important to Toll Brothers. We no longer have access to your alarm account and any concerns with Safe Security should be directed to their customer service team at 844-445-8360.

My new experience with Toll Brothers construction is a nightmare. Trusting in Toll Brothers' reputation I decided to build a new house thinking of raising the bar for better-quality construction. That was a complete misconception and became a big frustration during the construction. After major mistakes during construction, they delivered the house unfinished and not cleaned. All I can imagine is that Toll Brothers may be in a bad financial crisis or do NOT care who they are contracting as professionals to build a house. I can NOT understand how a reputable company like Toll Brothers cut corners to escape the economic crisis. Even for a little new house welcome gift, Toll Brothers was the only one unable to provide it (what a shame). After we closed, we started moving and soon arrived at now our house, the doors were widely opened and some workers inside completing some repairs that should have been done before closing.I would say that of all the house construction we had, the Toll Brothers was the worst. Now that we have been living in the house for 3 weeks, we have started seeing lots more issues with the material quality and bad Toll Brothers construction. Ex. Misaligned doors, bowed walls, electric switches missing in some essential areas, light missing in essential areas, paint covering almost all switch plates, unfinished caulk, not smooth caulk, bad paint with no clear-cuts, lot with bad drainage and erosion, Etc. The quality of the professionalism is very bad and looks like the contractors have no qualifications for the type of work they are doing.I wish I could see all those issues before signing the sales contract. Its not fair that in all the bad situations after COVID, we the buyers have to pay companies to recover. The money we paid for the house does not make any sense for the final product delivered.

Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your concerns with the construction of your home. The Area Production Manager has confirmed that they are actively working with you regarding your concerns. Please contact your community team with any other concerns.

Toll Brothers and their poor workmanship caused a flood in a recently completed home just days before the close date. This flood was the result of putting water piping near floor joists rather than between them. This caused a drywall s**** to penetrate a supply line. When the water was turned on prior to sale, a leak began to flood the basement, damaging ceiling drywall, walls, molding, and carpet. When they noticed this problem, they did nothing but shut the water off. They refused to remove the drywall to find the leak, they refused to pull up carpet, they refused to put in fans to dry it out. They then left it for a week hoping no one would find out. It was kind of hard to miss standing water in the basement and a complete lack of corrective action by the builder. They refused to mitigate the situation in any way and asked me, the buyer, to fix it myself BEFORE close and then became enraged that I did so. Now they refuse to repair anything ever nor will they warranty the results of the damage they caused with poor workmanship and inspection before hanging drywall.Avoid Toll Brothers at all costs!

Thank you for reaching out with your concern. Our onsite team has been aware of the leak and is proactively working to remove, test, and repair all the work associated with the leak. The team has been in active communication with you about the leak, the repairs, and the associated testing. At Toll Brothers, we take our obligations seriously and want to make sure that your home is safe and secure and a home you can enjoy for many years. These circumstances add to the stress of building a new home, but I can assure you that you are in good hands. We apologize for the inconvenience of this unfortunate circumstance occurring just before your scheduled closing and we appreciate your continued patience and cooperation as we finalize the tests and complete the repairs in preparation for the exciting day of you moving into your new home. Please contact your community team with any other concerns.Sincerely,Toll Brothers *************

very bad customer service . lack of transparency in the process they will push the blame on you for all of their mistakes

Thank you for sharing your review of Toll Brothers. We are sorry to hear about your concerns with our customer service. The ** of Sales was happy to talk with you and discuss your concerns. Please contact your Sales Team with any other concerns.

I've been in a Toll Brother house for 15 months. Overall, it is a nice house, but warranty items identified on the original inspection have not been addressed despite repeated inquiries on the status of outstanding submitted warranty ticket. They do a very poor job of addressing outstanding warranty items and communicating with customers. My advice is to not sign off on final sale until all ticketed items are address in advance. They will other routinely ignore your inquires and efforts to have outstanding items addressed. When they do follow-up it is the perpetual "we'll take care of it in two week" and then nothing every happens. They've passed the buck on my warranty items to at least three different people and still nothing gets done. Almost all my neighbors in the Toll Brother homes have outstanding long-time unaddressed warranty tickets. Toll Brothers needs to improve customer service surrounding Warranty items. I've also tried calling the corporate office, but the automated phone reception system just hangs up on you. Warranty Ticket *******.

Thank you for sharing your review of Toll Brothers. We are sorry to hear about your concerns with our warranty follow-up. The Director of ******************** has confirmed that **** is currently working with you on your warranty items. Should you have any further concerns, please reach out to **** directly.

Our new house in ******** has a steep hill behind us. There is a concrete drain (swale) that ends at our neighbors house and for some reason was not extended to our backyard. Before we closed on our house we had a rainstorm that resulted in a mud slide into our backyard. Toll Brothers said not to worry and they cleaned it up, installed a silt fence and said the erosion issue would be mitigated. 9 months later on June 9th we had another rain storm and sure enough our yard was flooded with mud. I reached out to Toll Brothers and they said they don't fix weather related issues and claimed it was an "act of god". Sure it was a big storm but not unusual for ********. The real issue is the lack of erosion mitigation and the lack of accountability. The fact they won't clean up our yard or take any steps to mitigate the erosion issue is unacceptable. Without erosion mitigation control we will be dealing with mud slide issue for a very long time.

Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your concerns with your backyard. The ********************* Manager confirmed that she and the **************** Director met with you on June 27, 2024, to discuss your concerns and continue to work with you on a resolution. Please contact your community team with any other concerns.

I have an issue with the mortar on my roof failing in several places after 8 years. **************** rep tried to say it was due to storms yet houses on either side of me, both built by Toll Brothers arent having the issue. Disappointing customer service after spending ***** on a home.

Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your concerns with the mortar on your roof. Since you closed on your home in April 2016, the Toll Brothers roof warranty has expired. However, the ************* Team provided you with trade recommendations for the repair. Please contact your ************* Team with any other concerns.

very bad customer services and warranty team. almost three year to done one year warranty work. opened project, no one took care of, left n/a finished forever. I will give them 0 star.

Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustration regarding our warranty follow-up. The ************* Manager will contact you to discuss.