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 has 118 locations, listed below.

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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, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

• 

  Toll Brothers

  130 Business Park Dr Armonk, NY 10504-1727

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  Toll Brothers

  160 Cape May Ave Ponte Vedra, FL 32081-4418

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:07/01/2025

  Type:Customer Service 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.

  [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 I do not wish to pursue this complain further. thanks 
  Regards,
  
  **** ******
  
  

  Business Response

  Date: 07/07/2025

  Thank you for taking the time to provide feedback about your manufacturers warranty issue.  We are sorry to hear about the cost you incurred.  The local Director of Production confirmed that buyers are notified of their responsibility to register their HVAC unit during their closing walk. Please contact your ************* Team regarding any other warranty issues.   

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service 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 am a resident at ***** (****************************************************), and I am filing this complaint regarding a package that was delivered. Despite showing as Delivered on the tracking system and multiple follow-ups on my endincluding emails, phone calls, and in-person visits to the front deskI have still not received my pickup code or access to my package.Each time I go to the front desk, there is either no staff present or someone who says they dont know how to access the mail room. I have contacted every email and phone number available, but no one has resolved the issue or even followed up.This situation is unacceptable. I am requesting immediate action to locate my package and deliver the pickup code. If this is not resolved promptly, I will consider further steps including formal escalation and legal action if necessary.

  Business Response

  Date: 06/19/2025

  Thank you for sharing your experience with us. We understand that the community team has responded to your inquiry, and that after reviewing security footage, it was determined that the package was not delivered at ***** and that you are working directly with the carrier to locate the package. If you have any additional questions, please continue to communicate directly with the *************** team so that they can assist you.

• Initial Complaint

  Date:05/31/2025

  Type:Billing 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.

  Hi, 

  Sorry, I forgot to respond. Yeah, they business did respond and have agreed to process my refund. However, they have a long refund processing process and I have still not received it. I was looking to update this complaint once I receive my refund. 

  re in the listings or during any in-person or written communications was this disclosed. The age restriction was not mentioned when the *** fees were explained either. I only received the *** documents with this information after asking twice. This restriction affects my future, as I would not be able to start a family or raise children in the home without having to move.When I contacted Toll Brothers, they first agreed to refund my full deposit. Then they tried to convince me to buy another home in the community. When I declined, they changed their position and offered only half my deposit back. The age restriction is a material fact that should have been disclosed upfront. I am requesting a full refund of my deposit due to this clear omission.

  Business Response

  Date: 06/12/2025

  We at Toll Brothers appreciate the opportunity to respond to the concerns raised by Mr. ***** ***** regarding his home purchase process in our *******-area community.

  We sincerely regret any confusion or inconvenience the customer experienced regarding the age-restriction status of the community; it is always our intent to provide clear and transparent communication and information to all potential homebuyers. We do recognize that in this case, the customer was somewhat unclear regarding the 55+ community designation and related restrictions.

  Upon learning of the customer's concern, we reviewed the matter internally. Although the community is legally operated under the 80/20 exemption rule of the Housing for Older Persons Act (HOPA), and this is outlined in our signage, marketing materials, real estate listings and our governing documents, we acknowledge an area of opportunity to ensure that this restriction was fully understood and comprehended by Mr. ***** during the marketing and sales process.

  We have provided Mr.***** with a resolution that he has accepted. We hope this resolution brings closure to the matter and wish Mr. ***** all the best in finding the right home for his future.

• Initial Complaint

  Date:05/14/2025

  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.

  Dear Toll Brothers Customer Care,We are writing to formally express our deep concern and disappointment regarding the defective hardwood flooring installed in our home, which we moved into in July 2024.We selected Level 2 hardwood flooring from your design studio and paid approximately $13,000 for it. Within just a few months of moving in, the flooring began to show significant cracking. In response, we submitted a service ticket to report the issue. A technician inspected the floor and identified approximately 55 wooden planks as damaged and in need of replacement due to product defects.However, to our surprise, we received an email shortly after the inspection stating that this type of damage is considered natural and therefore not covered under warranty. This is unacceptable. A high-quality hardwood floor should not crack so extensively within 10 months of installation, especially in a brand-new ******* further understand the issue, we visited multiple homes in our neighborhood, many of which also have hardwood floors both the same and different types. We observed that homes with other wood types are not experiencing similar issues. This leads us to believe the specific hardwood product installed in our home is of inferior quality and should not have been approved for use in your design ************* in a new Toll Brothers home with visibly cracked and deteriorating floors is incredibly disheartening. We made a significant financial investment and trusted Toll Brothers to deliver high-quality materials and craftsmanship.We are requesting that all 55 damaged planks be replaced at no cost to us as a matter of quality assurance and customer satisfaction. We urge you to reconsider your stance on this issue and take prompt corrective action.Please let us know how and when this issue will be resolved. We sincerely hope to avoid the need to escalate this further.Thank you for your attention and understanding.

  Business Response

  Date: 05/22/2025

  Thank you for bringing your concerns to our attention regarding the hardwood flooring in your home. We appreciate the opportunity to respond and provide clarification regarding the findings and our position on this matter.

  Upon receiving your service request, our team promptly arranged for a qualified technician to inspect the hardwood flooring installed in your home. Following a thorough assessment, the technician concluded that the observed cracking is consistent with the natural characteristics of hardwood flooring including normal expansion, contraction,and minor surface checks that can occur in response to environmental changes such as temperature fluctuations and humidity levels. These types of changes,while understandably concerning, are not considered product defects and are excluded from coverage under the terms of our warranty.

  We want to emphasize that the flooring product you selected through our design studio is one we stand behind for its quality and durability. Based on the inspection findings and the warranty terms in place, we will not be replacing the planks in question. We remain available should you have any further questions or wish to discuss this matter in more detail.

• Initial Complaint

  Date:05/03/2025

  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.

  To whom it may concern,I am filing this complaint regarding a serious design and construction issue at my newly purchased home from Toll Brothers, its the **********, Home site 80.During our walkthroughs, I discovered that the outdoor ** condenser unit was placed directly in the narrow side yard the only pathway leading to the backyard. As built, the placement makes it nearly impossible for an adult to walk through without turning sideways and squeezing through. It severely compromises basic accessibility and usability of the home.I raised this issue with Toll Brothers before closing, explaining that the current ** location obstructs movement and poses a safety concern. Their team acknowledged that the placement was per "Exhibit" and passed code inspection, but refused to consider any adjustment. I also asked if their contractors could at least pre-extend the necessary wiring and lines so I could move it safely after escrow. They declined.Whats troubling is that the HS80 floor plan uniquely relies on that side path as the only rear yard access. Placing the ** unit there blocks the homeowners ability to reach their own yard a critical flaw in both design and execution. Relocating the unit afterward risks voiding the warranty due to the sensitivity of HV** systems and the need for professional reinstallation.I believe this is a poor and negligent design choice, and I feel Toll Brothers has not offered a fair or practical solution. As a buyer, I should not be forced to choose between losing access to my yard or compromising the integrity and warranty of a major mechanical system.I respectfully ask for BBB's assistance in urging Toll Brothers to revisit this issue and consider a compromise that does not unfairly burden the homeowner.Sincerely, ***** ***

  Business Response

  Date: 05/16/2025

  We are sorry to hear about the home buyers experience with their AC condenser unit and appreciate the opportunity to address their concerns.  We are committed to providing quality service and take all feedback seriously.   Please know we are looking into this matter and we are working directly with the home buyer to resolve it promptly. Please let us know if you need anything else regarding this matter.

• Initial Complaint

  Date:05/02/2025

  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.

  During the home buying/building process, Toll Brothers offered a deal on security which included 6 months free monitoring. In the agreement, we were ask to indicate how many cameras we wanted, door bell camera, automation, etc. In parentheses of each selection, the item number for the equipment selected was listed. As a result, we terminated the security services of our previous home because we had set this up. At the time of moving into the new home, we reached out to Toll Brothers to set up our security system and activate services to be told that there was no equipment (cameras) included. We have had two previous security services and each company has included the equipment as a part of the monitoring services. Toll Brothers told us to reach out to Data Smart to purchase cameras for their system. Upon receiving a quote for 4 cameras we were quoted $1805.90. Again, equipment with any other monitoring service we have used has always been included at no cost in the quote.We are filing a complaint siting deceptive business practices on the part of Toll Brothers. We did notify them of our dissatisfaction and disappointment requesting that the contract be terminated. They refused. We are seeking immediate termination of the monitoring agreement due to the deceptive nature of the contract and it does not fulfill the provision or service that we were led to believe.

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to ****** Guesss concerns and regret any confusion or frustration they experienced regarding their homes security system and associated services.
  During the homebuilding process,homeowners have the opportunity to select various home technology features through our low-voltage design partner, which are reviewed and approved by the homeowner during their design appointment and finalized on a signed selection sheet.
  
  In this case, the homeowner met with our low-voltage partner on July 5, 2024, and selected an alarm system package that included six months of complimentary central station monitoring.
  This package was clearly marked as a stand-alone alarm system and did not include any video surveillance hardware (e.g., cameras or doorbell cameras). The alarm monitoring agreement was signed on September 26, 2024.
  
  We understand the homeowners concern, particularly if they have previously had experiences with providers where hardware was bundled into the monitoring service. However, our process
  requires hardware to be purchased separately. At no point was video hardware included in the selections made by the homeowner.
  
  Regarding the quoted cost of $1,805.90 for the installation of four cameras that could be installed after settlement, its important to clarify that this quote was provided by our third-party low voltage partnernot Toll Brothers.
  
  We recognize the homeowners dissatisfaction and we remain committed to transparency and customer satisfaction. The customer did receive an alarm system installed at no charge,contingent upon their agreement to activate monitoring services, which they acknowledged in writing.
  
  We regret any miscommunication and are available to assist with additional questions or provide documentation to further clarify the selections and services agreed upon. While we are unable to terminate the monitoring agreement based on this misunderstanding, we remain willing to work with the homeowner to explore alternative solutions for their needs moving forward.

• Initial Complaint

  Date:04/23/2025

  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 deeply regret purchasing a home from Toll Brothers. What was promised as a high-quality investment turned out to be one of the biggest mistakes Ive ever made. Despite the premium price I paid, the construction quality is shockingly poorwithin a short time, I discovered serious issues, including a leak that should be clearly covered under warranty.Unfortunately, their customer service has been nothing short of appalling. I reached out multiple times, only to be met with rudeness, evasion, and a complete lack of responsibility. Rather than honoring the warranty, their teamincluding ******** *****, who oversees my casehas gone out of their way to avoid accountability. The representatives I spoke with were unhelpful and even disrespectful, acting as if they were doing me a favor just by listening.For a company that markets itself as a luxury homebuilder, Toll Brothers has failed on every level. I do not recommend them to anyone. Save yourself the frustration, money, and heartache. What they sell is an image, not reality.

  Business Response

  Date: 04/29/2025

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your leak and that you have concerns with your purchase.  The local team confirmed that you closed on a model home in the ********** community in November 2023.  A leak was discovered while you were having a pool installed in your backyard after closing.  The team provided you with the contact information for a landscaping vendor to assist you with the leak. However, since model homes are sold as is, as documented in the contract, there is no warranty coverage provided by Toll Brothers.  Any repairs are the responsibility of the homeowner.