Complaints

This profile includes complaints for Toll Brothers, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Toll Brothers, Incorporated

  1140 Virginia Dr Ft Washington, PA 19034-3204

  
• 

  Toll Brothers, Incorporated

  916 Wandering Way Dr Waxhaw, NC 28173-8071

• 

  Toll Brothers, Inc.

  7164 Columbia Gateway Dr Ste 230 Columbia, MD 21046-2983

• 

  Toll Brothers, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

• 

  Toll Brothers

  13820 Old Saint Augustine Rd Jacksonville, FL 32258-2448

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed on my new home 07/18/2023. To date, I do not have mail services. Toll Brothers sales initially told me "somebody dropped the ball at Toll Brothers" and the issues would be resolved. Now, they are blaming the post office and refuse to help get the situation resolved.

  Business Response

  Date: 02/06/2024

  Thank you for reaching out in regard to your challenge with receiving USPS mail at your new home. We are truly sorry for the inconvenience this has caused and can understand how frustrating this experience has been for you. We received the update that you are now in communication with our onsite team and the developer while USPS works to resolve the issue directly with the City of ********. We will be sure to keep you updated with any updates that we receive from USPS. Thank you. 

  Customer Answer

  Date: 02/08/2024

  I would like to dismiss this complaint - the issue has been resolved and it was in fact, USPS not Toll Brothers who were delaying services due to a backorder of the Mal Lock.

  Customer Answer

  Date: 02/08/2024

  [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

  Date:01/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with Toll Brothers in August 2023. We had a construction kickoff meeting in Nov 2023. In this meeting , we came to know that we had a 75 foot impervious setback and the  50 foot undisturbed vegetative area in the backyard. We cannot build any concrete structures or a wooden fence in our backyard now. This was not disclosed to us when we signed the contract in August 2023. Only during construction kickoff meeting in Nov 2023, we came to know about it. By then it was too late to back out as we already had signed the contract in Aug 2023. We are spending a lot of money to buy this home and we would have expected a reputed company like Toll Brothers to disclose this before we signed the contract. When I spoke to the County, they said that the builder should have revealed these lot restrictions before signing the contract

  Business Response

  Date: 01/24/2024

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with your backyard.    Customer satisfaction is a top priority for Toll Brothers.  While you were told at your Construction Kickoff Meeting that your yard had a 75 foot impervious setback and a 50 foot undisturbed vegetative area, our Vice President of Land Development along with ***********  County Planning Department  confirm that you are allowed to build a fence in the impervious setback.  Also, pervious pavers may be used if approved by the Homeowners’ Association. Please contact your Sales Team directly with any other concerns.    

  Customer Answer

  Date: 02/05/2024

  Also Toll Brothers did not let us know that we will have a very small backyard

• Initial Complaint

  Date:12/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $900k home from Toll Brothers back in June 2022. Unfortunately the home completion date was delayed by 4 months or so because of the supply issues back during covid, but we were patient and worked around it. As part of our purchase, we have a 1-month and 11-month warranty to fix any issues in the house as a result of the house settling in. For our 1-month warranty, most issues were resolved within a reasonable amount of time. However, for our 11-month warranty, it has been almost 8 months since we had the inspection walk through and NOTHING has been fixed. I have been repeatedly told that these issues would be fixed or that "we will be sending somebody out shortly", none of which have occurred. These issues include nail pops, cracks in the wall, floorboard issues, sealant issues within our front door, window corrections that need to occur, and an issue with our deck. The sealant issues in particular have been a huge nuisance as they have caused cold air to infiltrate our house and as a result a higher electricity and natural gas bill. It is absolutely ridiculous that it should be 8 months past the 11-month warranty date and still not a single thing has been fixed. At this point it is a breach of contract, and we are considering legal action against Toll Brothers. They were completely unethical with regards to cutting corners when it came to issues around the closing of our house, in particular our backyard in which I had to spend an additional $30k out of pocket to just have a normal backyard. Toll Brothers claims to be a "luxury homebuilder" but they haven't acted anything of the sorts. I would highly recommend anyone thinking of buying a home from them to consider other options.

  Business Response

  Date: 01/08/2024

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your concerns with your open items. Our Customer Care Director and Customer Care Representative will meet with you on January 10, 2024, to review these items. Thank you.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home from Toll Brothers in 2020 located at ******* at ********* in Charlotte NC. At the time of purchase there was a minor crack in the granite kitchen counter. It was small and not expected to worsen so it was not reported with the initial warranty claims. However, this crack has now grown to over 12 inches. Understanding that granite should be a lifetime investment and knowing that this crack could potentially result in a needed replacement we requested a warranty repair from Toll Brothers. They replied :"After careful review of your service request ID #******* we have determined that the item mentioned is beyond the scope of the warranty." This is unacceptable. Granite should not crack and there is an expectation on the part of this homeowner that this is not be a foreseeable event. This should be covered by Toll Brothers under their extended service warranty. The response by Toll Brothers is unacceptable and they need to replace this broken granite countertop.

  Business Response

  Date: 01/09/2024

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear of your issue with your countertop.  Customer satisfaction is a top priority for Toll Brothers.  Toll Brothers was first notified of the crack in your countertop on December 19, 2023, three years after you closed on your home.  At that time, the countertop was no longer covered by Toll Brothers warranty and we denied the request.  Toll Brothers sees this case as closed. We recommend you contact a countertop company to resolve this issue.  Contact the Customer Care Team if you would like the contact information for the original countertop installer.    

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to contact Toll Brothers for the past month and a half regarding a fissure in our window. At first, the fissure is small and only reaches a quarter of the window. Over the course of the month, the fissure has grown to the entire window, most likely due to the strong wind and the colder weather. We contacted Toll Brothers many times, and every time we either get no response or a lackluster response. We have submitted homeowner service request to only get the response that "cracks are not covered in warranty." This issue is obviously a construction issue. We only moved into the house for less than 6 months. The house is basically new. The window is also on the third floor across from the staircase. There is no reason that this fissure is formed due to humans. Unless we throw a rock across the house and aim it at the window, the fissure would not have occurred. The fissure is getting larger by the day, and with Winter rolling around and the weather getting more and more cold, the window is becoming a safety issue for our house. If the window falls down from the third floor, it will cause damage to the entire house and even pose a threat to our lives. Toll Brothers is still refusing to help cover the cost of the window, and finally after a month and a half and many calls to different window companies that Toll Brothers provided, did we finally secure an appointment tomorrow to get it checked out. We wish that Toll Brothers to cover the cost of the window's repair. This cost shouldn't be a cost that us, the new home owners, should shoulder. It is a build quality issue and Toll Brothers should bear the cost.

  Business Response

  Date: 01/04/2024

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concern with your window. Our Customer Care Director would like to discuss your concern and has left some phone messages for you and also sent you an email.  Please respond at your earliest convenience

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on our newly built home in mid October of 2023. Our weekly calls with construction management have not been collaborative or accommodating. Construction lead members have been extremely dismissive of our complaints during our weekly check-ins. I mentioned to our construction contact on Tuesday, December 19th that our 10 month old daughter almost stepped on a nail that was protruding from the carpet in our loft area. He stated that this was not uncommon and dismissed my request to have the carpet looked at as there were additional concerns regarding how the carpet was installed.

  Business Response

  Date: 01/05/2024

  We thank ************************ for sharing his experience with Toll Brothers.  We are sorry to hear about his concerns with his carpet. During the call on December 19, 2023, we discussed the nail coming through the carpet.  It was explained that it is standard practice to secure the carpet with a tack strip installed at the perimeter of the room.
  
  ************************ then explained that the nail was located 10 off of the wall in the loft, which is uncommon.  When we offered to come take a look, the homeowner let us know he had already hammered the nail down. Toll Brothers would have had no issue rectifying this issue if the homeowner had not already taken action.
  
  We met with the homeowner on January 5, 2024, to evaluate his other carpet installation concerns. *********************** will be getting back to us with dates he is available so that we can schedule the repairs with our carpet installation company.

  Customer Answer

  Date: 01/09/2024

  [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. I would like to go on record by stating the company's carpet installation company has not yet reached out to provide me with a date as to when they expect adjustments to the carpet be made. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $1.25 million on our new home at *******, Lot # **. Despite written email requests Toll Brothers has not repaired several items on our 1 year list. 1.) In June 2023 TB had their trade, ***, removed our front double doors to replace the foot plate because our doors leak rain onto our interior floor. **** ******, cust serv manager, said they would replaced both doors and weather stripping. Instead they reinstalled the same ones they removed. **** promises a fix but the trade people do half the job with no oversight at the end to make sure it was done correctly. The re-installed front doors are misaligned with a large gap at the bottom allowing light and air to come through the vertical seam between the center of the double doors. 2.) In June 2023 TB replaced the broken door to our first floor powder room but left the new door unfinished and unpainted. They need to paint the door to match the other interior doors/trim. 3.) We spent $30K+ on kitchen cabinets. One of the four drawers under the stove cook top was missing and was replaced with "temporary" smaller 8 in tall box instead of the orignal 10 in tall box. To make things worse they screwed a drawer face to the front of it to match but it is a close but different. They said they would order a replacement but the cabinet company, Barbarossa, came twice in the past 10 months and each time they "forgot" to order a replacement drawer that matches the rest. 4.) The cultured marble trim by the downstairs bathroom tub was cut with a 3/4 gap filled with caulk. **** took a picture with his phone said they would repair it. No one came. 5.) Our $7K upgraded quartz kitchen counter top by our cook top has a 11 inch crack which TB refuses to repair because they said it only comes with a 30 day and not 1 year warranty. Why charge us $7K for a high end and not fix it? Despite several texts to **** and emails to TB to finish the job no one has replied. They wrote "job completed" on their customer portal.

  Business Response

  Date: 12/28/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with your open items.    Toll Brothers takes pride in taking care of each and every one of our buyers throughout the homebuilding and customer care process. We are committed to going the extra mile. Throughout the entire process, the Customer care team has provided prompt responses to each inquiry by **** ******* and upon receipt of this complaint immediately met with the homeowner to discuss any outstanding concerns. While some of the concerns do not fall under Toll Brother’s warranty, Toll Brothers has agreed to address most of those items. Toll Brothers also provided further explanation, to the homeowner, on why the damaged quartz countertops do not fall under Toll Brother’s warranty (homeowner damaged). Toll Brothers has confirmed with the homeowner that the powder bathroom door, the flashing at the front door, and the cleanup of the caulking will be completed in the first week of January. The remaining cabinet items will be scheduled once the cabinet company confirms they have the parts completed. Please contact your Customer Care Team with any other concerns.  

  Customer Answer

  Date: 12/30/2023

  The Customer Service manager, **** ******, of our Toll Brother's development, stopped by our house on the morning of Tues, Dec 19, and brought a repair guy.  They looked at our front door and powder room door.  They said they would return to replace the weather stripping on the entry way door and fix cracks in the structure around the exterior door enclosure.  They said they would come back and pain the powder room door.  Thus, far no one has returned to do any repairs nor have they contacted us again.  Thank you, *******************************

  Customer Answer

  Date: 12/30/2023

  We closed on our Toll Brothers house on July 21, 2021 and did not move into it until March 2022.  After our 30 day walk through the kitchen cook top was noted to not be fastened nor caulked to the quartz counter top.  It could be easily lifted up by hand and there was a large unsightly gap underneath it where it met the bottom cabinet with visible exposed OSB board.   Toll Brothers sent their repair men to removed and reinstall the cook top and make it so it was attached to the underlying cabinetry and caulked to the quartz counter top.  The counter top was damaged during their "repair".  The crack was clearly visible after their reinstall of the cook top and it was not there prior.  We are sure of this because it is in an obvious location that one would see every time you use the cook top.  This was communicated to Toll Brothers and they said to put it on the 12 months list and they will address it then.  When they finally came out to inspect the counter top they said it is not covered because that is a 30 day item.  You can ask TB if they sent a repair person to reinstall the cook top and they should be able to confirm that.  The repair person put a hairline crack in the quartz when they removed and resecured the counter top.

  Toll Brother states in their reply that they communicated to us that they will return in January.  No one from TB has notified us verbally nor in writing when they will come repair the items in my complaint.  ********************* and another man came by on Tues, Dec 19 to inspect the front entry way door and powder room door and then left.  They said they would come back, we thought the same day, and we never heard from them again.  Thank you, -*******************************

  Customer Answer

  Date: 01/09/2024

  On Jan 5 Toll Brothers sent a third party repair man to change the weather stripping on the bottoms and middle of the double front entry doors.  He attempted to adjust the gaps between the frame and the doors but was unsuccessful because he said he needs another person to remove both front doors and will come back to finish the job.  He said he would come back on Jan 9.  On Jan a worker arrived to say they will have to reschedule the return due to poor weather and will alert us when they can return. He painted the powder room door on Jan 5.  Thus far, we have not heard from the cabinet company, *********, on the replacement of the mismatched kitchen cabinet drawer under the cook top.  Toll Brothers has declined to repair the crack in the $7000 quartz kitchen counter top.

  Customer Answer

  Date: 01/10/2024

  Complaint: ********
  
  I am rejecting this response because:
  On Jan 5 Toll Brothers sent a third party repair man to change the weather stripping on the bottoms and middle of the double front entry doors.  He attempted to adjust the gaps between the frame and the doors but was unsuccessful because he said he needs another person to remove both front doors and will come back to finish the job.  He said he would come back on Jan 9.  On Jan a worker arrived to say they will have to reschedule the return due to poor weather and will alert us when they can return. He painted the powder room door on Jan 5.  Thus far, we have not heard from the cabinet company, *********, on the replacement of the mismatched kitchen cabinet drawer under the cook top.  Toll Brothers has declined to repair the crack in the $7000 quartz kitchen counter top.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 01/18/2024

  Thank you, again, for sharing your experience with Toll Brothers.  We are sorry to hear about your ongoing concerns with your open items. As mentioned in our previous response, Toll Brothers is committed to resolving the items that we previously agreed to address. As of January 11, 2024, the double front doors are now complete. The cabinet company is now scheduled to complete the final trim piece on your home on 2/5/24. Regarding your quartz countertop, we previously explained why the damaged countertop does not fall under Toll Brother’s warranty.  The crack was not caused by trades pulling up the countertop but rather by a large impact (homeowner damaged).  Contact your Customer Care Team with any other concerns. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/23/2022, my husband and I signed into purchasing a 2100 sq ft house from Toll. Received keys almost 17 months later on 06/27/2023. Noticed multiple issues after moving into the house due to poor building practices and lack of supervision. We have had to compromise on "fixes" or "repairs" to items we paid a premium for, and Toll wants us to continue to compromise and accept their mistakes by calling them "cosmetic" and not defects.1. $11,989.00 Upgraded tongue and groove hardwood floors damaged during construction - Replaced the boards and glued them down. The integrity of the floor is now compromised and we continue to notice boards pop and bounce because they are no longer a system.2. $8,772.00 Upgraded kitchen countertop damaged during construction - Buffed out dings on the countertop that occurred during construction. The buffing has made the countertop dull as they removed the factory finish. 3. $692 Upgraded guest bathtub damaged during construction - 1st fix was regular paint on the scratches which came off after getting wet the first time. 2nd fix was to strip the factory enamel and re-enamel the tub. Tub is now slippery, the finish now has bubbles on it, the antiskid marks that came with the original tub had were painted over.4. Rough plumbing in the secondary bath poorly installed and the valve to control water sticks out too far out that no other trim from the same manufacturer can be installed. Builder refuses to correct this error that occurred due to lack of supervision. 5. Floor in the primary shower was poorly installed and water pools. The tile in the shower was installed on top of another layer of tile that had been previously installed.They corrected poorly laid tile in guest bath and laundry room after it was brought to their attention. Poor finishes when it comes to paint and trim.Area manager *********************** was rude, disrespectful, and unprofessional during construction, and we need someone else to address these concerns.

  Business Response

  Date: 12/21/2023

  We appreciate our customer bringing their concerns to our attention. Customer satisfaction means a great deal to Toll Brothers and we appreciate the opportunity to respond.  After researching the mentioned items, it was determined that all the items were addressed and corrected before closing.  
  
  -Damaged wood floorboards were replaced.
  -Kitchen perimeter countertop was replaced.
  -Scuff in the guest bathtub was repaired before closing.  After closing, there appeared to be animal damage to the same bathtub.  As a customer courtesy, the bathtub was repaired.
  -Rough plumbing in the secondary bathroom was installed correctly and functions as intended.
  -Regarding the primary shower, our Limited Warranty coverage pertains to standing water present after 24 hours.  
  
  In addition, prior to closing, Toll Brothers conducted a Home Complete Inspection in which all mentioned items were verified as complete within our Limited Warranty as well as within industry standards. While we understand this is not the answer ****************** was hoping for, there is no further action to be taken on our part regarding the items mentioned in this complaint. Please contact your customer care team with any other concerns.  

  Customer Answer

  Date: 12/27/2023

  [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:
  
  -Damaged wood floorboards were replaced. - We did not pay for an upgraded floor to which repairs were needed. The integrity of the floor is no longer the same as the tongue and groove were removed to insert and glue the planks to the subfloor. Multiple holes have been made on the floor to glue the replaced boards and fix the popping of the boards. Not the upgraded floor we paid for. Is this what Toll gives when a floor is upgraded?

  -Kitchen perimeter countertop was replaced. - The countertop island was not replaced and was simply buffed leaving half of it dull and the other half with factory finish. After this was noticed and reported, they buffed the whole kitchen island leaving it dull and stripping it of the factory finish. Again, this was a paid for upgrade and we did not receive the product we paid for.

  -Scuff in the guest bathtub was repaired before closing.  After closing, there appeared to be animal damage to the same bathtub.  As a customer courtesy, the bathtub was repaired. This is simply not true. This bathtub was damaged during construction, reported during construction, damaged spots were painted over with latex paint and the paint came off the first time the tub was wet. We take our pet to the groomer and have receipts for all the times we groom our pet, if you need to see them, so no, our pet did not cause the scratches in the tub. And you did send in someone to repair the tub, but it was a poorly done job. Again, this was a paid upgrade and we again did not receive the item we paid for in new condition.

  -Rough plumbing in the secondary bathroom was installed correctly and functions as intended. - sure, it works as intended but was rigged to fit in the trim and no other trim from the manufacturer fits as a replacement to the one rigged and installed during construction. Not sure how this was roughed in properly if no other trim is able to be installed??

  -Regarding the primary shower, our Limited Warranty coverage pertains to standing water present after 24 hours.  This was reported and never addressed. However, we were not satisfied with the tile selection and removed and installed a new tile which corrected the draining issue. However, when the shower tile was removed, we found a first layer of tile underneath it. This just goes to show the poor building practices and poor supervision Toll Brothers has.
  

  In short, we as customers pay in full for upgrades but do not receive the product or quality of product we paid for. Is this illegal?

  Regards,
  
  ***************************

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Inadequate Heating System Installation in New Toll Brothers Home. I am filing a complaint against Toll Brothers for the unresolved issue of an improperly installed heating system in my new home, purchased in July 2021. In November 2022, the heating system failed. Upon contacting Toll Brothers, they directed me to **** ***, their contractor, who refused service due to my location being out of their service area. In April 2023, I consulted **** Air Conditioning, a *******-authorized contractor. Their inspection revealed the furnace to be in "very poor condition," unfixable due to inappropriate installation. They found significant warping and operational failures, stating, "Upon arrival found furnace going off and then restart heating. No code for a few trials. Then it went to a pressure code. Also found furnace cabinet to be very warped both on Burner and Blower side. Told homeowner that this Furnace is unfixable." Toll Brothers dismisses this as a warranty issue. However, the problem is clearly due to improper installation, not wear and tear or post-warranty deterioration. I've been without adequate heating for two winters, causing inconvenience and potential health risks. I request Toll Brothers to: 1. Acknowledge the improper installation of the heating unit. 2. Repair or replace the heating system at no cost to me. This situation demands immediate attention and resolution. I have attached the Kahn Air Conditioning report for reference.

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  *************************
  Better Business Bureau
  50 West North Street,
  Bethlehem, Pa. 18018-5789
  
  Subject;Complaint ID ********: *******************
  
  Dear *************************:
  
  We are responding to the complaint filed by our homeowner, ******************* claiming that Toll Brothers (Toll) has not responded appropriately to their warranty service request regarding the HVAC unit at their home. We understand and empathize with the discomfort that the owner describes as resulting from the in-operation of the heating unit. But we do not agree with the assertions that Toll has not responded appropriately to their warranty request.
  
  Tolls Limited Warranty provides that we will repair heating and air-conditioning malfunctions for a period of one year from the original close of escrow date. This owner closed escrow on July 13, 2021.
  --November 9, 2022, was the first warranty service request we received from them for a heating problem. This was four months after the expiration of warranty coverage on this type of issue. We denied the claim as being out of warranty and recommended they contact the manufacturer to see if they provide longer warranties on certain HVAC components. We let them know that the manufacturer information could be found on placards on the HVAC unit.
  --April 24, 2023, we received another service request, stating “...furnace has stopped working since last winter, Nov 2022. I called **** ***, the company that installed the furnace and they refused to check since ****** ***** is out of their service area” (**** *** was the original installing HVAC contractor. Once the warranty expires the trade treats this as any other outside service call, and if they don’t provide service in the ****** ***** area, they have no obligation to do so just because they had performed construction in that area.) The owner forwarded a report from their third-party company, **** A/C, which stated the HVAC unit cabinet (metal chassis of the unit) was “warped”, providing pictures of minor dinting on the top of the unit looking like someone/something bad pressed down on the top in two locations. We denied this warranty claim as being out of warranty. Additionally, we have no way of knowing what may have happened to this unit over the preceding year and nine month when the unit had, presumably, been working since there had been no service calls on it.
  --Nov. 29, 2023, we received this latest warranty service request stating, “We called carrier-authorized dealers and they said they cannot touch the equipment until they have my warranty file. After several calls, they found out the file is in our builder's hands.” We checked our records and since the owner had never received service through Toll, we had no “service records. We checked with **** *** just in case there had been some contact and service directly with the homeowner but they confirmed they had never serviced the unit. We communicated this to the homeowner. It is our understanding from speaking with several of our HVAC trade contractors that any authorized ******* HVAC company can access the warranty through *******. I have responded to the owner in writing to explain this and am awaiting his response.
  
  Toll is committed to fulfilling our warranty service responsibilities to our homeowners and is willing to work with them within the provisions and limitations of our written Limited Warranty. We also strive to be a source of information for them after their warranties expire.  However, there is no further action to be taken on our part regarding the homeowner’s HVAC system. Please contact your Customer Care Team with any other concerns. 
  
  Best regards,
  
  *****************
  Customer Care Director, Los Angeles
  Toll Brothers
  11280 Corbin Ave., Northridge, CA 91326
  Office: **************

• Initial Complaint

  Date:11/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear [BBB Representative], I am filing a formal complaint against Toll Bros regarding their unethical business practices and breach of contract in connection with my property purchase agreement made in February 2022. The initial agreement anticipated the completion of the house by February 2023. However, consistent delays have caused significant financial and emotional distress. My challenges began when I engaged with Toll Bros Mortgage company to secure a mortgage. The application process, which stretched over five months, coerced me into making monthly withdrawals of $15,000 from my retirement account to meet their requirements. When I expressed legitimate concerns about the substantial tax implications, my loan application was unjustly denied. Following this denial, I diligently sought alternative lenders. However, Toll Bros presented an unreasonable ultimatum, demanding closure of escrow within an unreasonably short two-week timeframe, threatening forfeiture of my deposit. This ultimatum, coupled with an unexpected 10% hike in the house's sale price, seemed strategically intended to impede my ability to secure a new lender. Despite my repeated appeals for an extension to the mortgage contingency, Toll Bros callously denied any flexibility. Consequently, what was meant to be my cherished retirement property has devolved into a distressing ordeal, compelling me to relocate to an apartment and place my belongings in storage. Toll Bros' actions blatantly breached our contract by denying me the opportunity to secure an alternate lender and by unfairly retaining my earnest money. Their deceptive practice of nullifying the contract due to my reluctance to undertake taxable distributions from my retirement account is unjustifiable. I urgently seek your intervention to address Toll Bros' actions and ensure accountability and restitution for the undue hardships and financial strain imposed upon me. Thank you for your prompt attention to this matter.

  Business Response

  Date: 12/20/2023

  Date 12/20/2023
  
  To: Better Business Bureau
  
  From: Toll Brothers Mortgage Company
  
  RE: Complaint ID ********; *********************
  
  Please accept this response to the complaint filed by ********************* (“Borrower”) and received by Toll Brothers Mortgage Company (“TBMC”) on 12/6/23.  As an initial matter, please understand that TBMC takes all customer concerns very seriously and we appreciate the opportunity to provide additional information regarding this situation. Also be advised that while TBMC is an affiliate of Toll Brothers, Inc. (“Seller”), TBMC is unable to comment on any of the Borrower’s statements related to his contract to purchase a home from the Seller.
  
  Many months after executing the purchase contract with the Seller, the Borrower submitted a loan application to TBMC. Since the Borrower is retired, his qualifying income was based solely on monthly distributions from his retirement account. The application was approved and a Loan Commitment was issued on 8/24/23. The Borrower signed the Loan Commitment on 8/30/23 and acknowledged the terms and conditions that were required to be satisfied prior to closing.
  
  On 9/19/23, the Borrower provided evidence showing he had established monthly withdrawals from his retirement account. Then on 10/24/23, the Borrower informed TBMC that he had stopped future distributions. Due to this change, the Borrower was unable to satisfy the terms and conditions of the loan approval. In the complaint the Borrower claims his loan application was “unjustly denied”; however, the Borrower was fully aware of the terms of the loan approval and then elected to stop retirement distributions that the approval was based upon.
  
  Throughout the entire loan process, TBMC acted in good faith and clearly communicated the documentation requirements needed to approve the loan. These unfortunate circumstances were the direct result of the Borrower’s actions; therefore, TBMC disagrees that an any unjust or inappropriate actions were conducted by TBMC.
  
  We appreciate the opportunity to respond and respectfully request for this matter to be closed.