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:11/21/2022

  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.

  Hi I'm currently living in a Toll Brothers' property in Washington DC named **** ********* (****). One of our elevators has been down for months now, since around October. I've contacted my leasing office, Toll Brothers Corporate and have gotten no response from them about the situation. They've only sent out emails to the building claiming they can't find any vendor to fix the problem. I would like a timeline on when this will be fixed.

  Business Response

  Date: 12/06/2022

  Dear *************************,
  
  We appreciate your concerns and strive to provide all our residents with the most complete information we can in a timely manner.
  
  As you likely know, our east building lobby elevator remains closed. During annual inspections of our elevators, we discovered the elevator sheave needed maintenance. Out of an abundance of caution, the elevator will remain out of service until the custom parts can be manufactured and necessary repairs can be made. At this time, we anticipate these repairs will be completed in the new year.
  
  Until then, we understand that wait times may be inconvenient during peak traffic times. We encourage you to utilize Elevator A (our freight elevator) toward the west side of the building, which often has little or no wait time. To further minimize wait times, we are also taking steps to prioritize resident access, such as limiting elevator reservations to non-peak hours for any residents moving in or out.
  
  We thank you for your continued patience and understanding, and we will continue to provide updates to the entire community as they are available. We thank you for being a valued resident of Parc Riverside.
  
  Thank you,
  
  Toll Brothers Apartment Living

• Initial Complaint

  Date:11/15/2022

  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.

  My wife and I bought the new construction home at the isles of isles of lakewood ranch, FL built by Tol brothers. We closed the house by end of Oct, 2022 given that they agreed to fix a list of outstanding items. However, since then, they never provided us any update on the fixings time and progress. Even though we keep calling them and sending emails, we still don't get any fixes. We are very upset and uncomfortable with their services. Wouldn't recommend their services in the future.

  Business Response

  Date: 12/06/2022

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear that you are upset with our services and we apologize for the miscommunication regarding your warranty. We are diligently working to schedule your outstanding items.  We will contact you with available dates to address each item as the material and labor become available. Please continue to work with your community team regarding any issues.  Thank you.

• Initial Complaint

  Date:11/08/2022

  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.

  Broken promises, delay after delay. Home I told would be done over 6 months ago is not ready. Spoke to the ex owner and president who cares nothing about the consumer since he sold his poorly ran company.Build quality inferior to ***** homes etc.Premium prices for a premium annoyances. Company lacks integrity and does not stand by its word. Requested a refund which they have denied. Postponed by build date at least 4 times. I have lost thousands living month per month in rent etc because my home will always be ready “soon”. DEFINITELY BELOW INDUSTRY STANDARDS. Other clients having similar issues with no refunds. Company taking advantage by trapping clients in. I would like a refund to be over with this nightmare of a company. Called regional headquarters in Dallas and it hangs up when you select any selection. Called headquarters on the East Coast and they could care less.

  Business Response

  Date: 11/11/2022

  We are very sorry to hear about this customers frustration. We strive to meet the highest standards in our homes and our customer experience. Our agreement with this customer outlines a targeted completion date of one year following construction of the slab, and not to exceed two years from the date of the agreement. Despite the difficulties of todays new home build environment including unprecedented supply chain and labor challenges we remain confident that their new home will be delivered within the time frames stated in our written agreement. We are also in regular communication with this customer and will continue to keep them updated on the progress of their new home construction. Our customers can be assured that we are working to complete their beautiful new homes as quickly as possible, while maintaining our commitment to quality workmanship.

• Initial Complaint

  Date:11/07/2022

  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.

  The purpose of this complaint is regarding my approximate 50' by 60' driveway of my home. I purchased a new build Toll Brothers home in January of 2022. During that time, I noticed my driveway did not match in color and that there were chips and patches on it. This being a brand new home I had some major concerns. I was told that parts of the driveway had to be cut out in-order for them to install an RV clean-out that was missed during quality control. In my opinion, this was due to a failure on Toll Brothers behalf since the RV clean-out was not installed prior to the concrete being poured. I was told several times that either I needed to let the concrete cure and/or that the concrete is within tolerance of spec. I have been very patient and understanding through the entire process, however the driveway does not match and is damaged. This is simply not what I paid for and Toll Brothers is refusing to repair it. I have asked several times for documentation to why they refuse to repair my driveway and have received nothing. I have had an independent home inspector, along with concrete companies tell me that there were several ways for them to install the RV Clean-out without cutting out and damaging my driveway. Additionally, I was told that my driveway concrete will never match and that parts of it have been compromised due to them jack hammering it out. I was told the only remedy at this point to solve the issues at hand is to remove the existing driveway and re-pour it.

  Business Response

  Date: 11/16/2022

  ******,
  Thank you for the feedback -- we are sorry to hear about your dissatisfaction with the appearance of the driveway in your new Toll Brothers home. Concrete repairs are a common and accepted practice in the homebuilding industry, as full driveway replacement is generally not feasible.Upon review of your complaint, we were able to confirm that the repair and replacement of your flatwork was completed correctly and no further repairs are required. We thank you for your patience and understanding and we wish you all the best in your new Toll Brothers home.

• Initial Complaint

  Date:11/07/2022

  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 would like to start a file with the BBB for Toll Brothers, Inc. My toilets and drains burbel when in use, I am on the middle floor of a shared unit and when my master bathroom toilet is flushed multiple times or when sinks and showers are used at the same time the flush is slow and burbels back. According to the plumber there is a venting problem on the DWV piping in unit and when one of the traps in master bathroom sink are removed and toilet is flushed there is no problem. I also have a floor drain in my mechanical room that will start smelling every couple of weeks which goes away only when pouring water down the drain. Again according to the plumber I had come out, the trap for the floor drain does not have a trap primer installed on it to seal it causing me to have to continuously pour water diwn the drain every two weeks. These are a few of the structural issues with units built by Toll Brothers Inc.

  Business Response

  Date: 11/11/2022

  Thank you for bringing this issue to our attention. We apologize for any inconvenience this may have caused. One of our local Customer Care Representatives is scheduled for an inspection on Monday, November 14th, to further assess your plumbing concerns and to determine a course of action. If you have any further questions or concerns, please contact your local Customer Care Team member. Thank you!

  Business Response

  Date: 12/20/2022

  Thank you for sharing your experience with Toll Brothers. We are sorry for any inconvenience this may have caused. Our local customer care representative, Frank, has confirmed that he has been working with you to investigate your claim. He is in the process of scheduling a trade partner to further assess the issue. Frank will continue to communicate with you until a final course of action can be determined. Thank you. 

  Customer Answer

  Date: 12/31/2022

  [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:11/04/2022

  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 12/12/20 I signed a contract to build a $1.1 million dollar home with Toll Brothers. I was told that it would take approx one year to complete. On 7-22-22 I was given a date to close. I spent a substantial amount of time and money to prepare for this date. On 7-22 the house was no where close to being completed. Suddenly on 09/12/22 I was notified that I would be closing on 9/22/22. Because of the lack of communication between Toll Brothers Corp and Toll Brothers Mortgage, I was notified that Toll Brothers Mortgage was going to charge me 10k to extend my rate lock. Both parties held each other responsible for the confusion. Regardless, it was made clear by Toll Brothers that I needed to close on 9/22 or I would have to pay more to keep my interest rate A week prior to the closing we completed a "Blue Tape walk through". The house was still unfinished and in very poor shape. We were promised that almost all work would be completed prior to 9/22. On 9/22 almost none of the work was complete. We were assured once again that the work would be completed within a few days. It is now 11/4/22 and 95% of the work is still incomplete, e.g., broken windows, scratched windows, windows that won't open, windows that won't close, broken window seals, broken tile, uneven tile, missing tile grout, dented hardwood, scratched hardwood, holes in drywall, uneven drywall, broken light fixtures, missing light fixtures, unpainted surfaces. I have made numerous attempts to communicate the issue with Toll Brothers. The few times Toll Brothers has scheduled contractors, they don't show up, don't finish the work, or cause just as much damage. I have lost at least 10k from the time off of work I have spent waiting for contractors to arrive. I have all emails and conversations documenting everything. Toll Brothers is a wolf in sheep clothing. This is not a mistake or miscommunication. This is fraud

  Business Response

  Date: 11/11/2022

  Regarding the complaint about the closing date, our records indicate the original closing date was set for July 15, 2022.  We also have on file and sent by our area construction manager a notice to change closing that was sent to our customer on July 13, 2022, notifying them that the house was not ready to close at the time. 
  Our on-site construction manager (CM) met our customer on Aug 11, 2022 and discussed the remaining items to complete in order to proceed to closing.  During subsequent phone calls between the CM and our customer, there was no indication or sense of urgency for a closing date. In addition, our customer stated that sometime in September would work.  There was no discussion at that time of a rate lock expiration date.  The notice to set closing was sent from field staff to the corporate office on Sept 1, 2022, setting the closing date for Sept 22, 2022.  Toll Brothers was not able to send this notice earlier because of missing light fixtures, tub swap issue and a few broken windows that needed to be replaced, none of which had an ETA at that time. 
  Toll Brothers construction does not have any control over Toll Brothers Mortgage regarding rate locks and refers any loan issues to the appropriate parties, but we did inform our customer at the time that we could not have the house ready to close prior to Sept 22, 2022 for the reasons stated above.
  During the orientation meeting on Sept 15, 2022, we generated a list of  items with the buyers and had 4 days to complete the repairs prior to the closing date of Sept 22, 2022.  There were a couple of major repairs requiring 2-3 days effort which we were unable to be complete 100% by the closing date.  The CM asked our customers if they could allow us to push the closing out to the week of Sept 26, 2022 to allow us to complete the large repair items, but our customer said he could not move the closing due to the additional associated costs.  We agreed to close the home on Sept 22, 2022 with some items not 100% complete to assist our customer.  We were transparent with the buyer during that conversation about the need to come into the house after closing in order to finish those items.
  There were approximately 30 items on the list on Sept 15 and as of Sept 22 there were still five items listed as not complete.  Of these, two of the items were back ordered windows (replacement windows for windows scratched approximately two weeks prior to the closing) and back ordered lights, which Toll Brothers has no control over.
  After the closing, the buyer indicated he was not happy with the condition of the house and requested additional work that had not been listed on the original orientation walk.  The CM and area manager met with our customer on site on October 3, 2022 and created a new list of cosmetic repairs requested by the homeowner.  Many of these were items that the buyers had opportunity to call out during the original walk but did not do so.  Even so, Toll Brothers agreed to make these repairs for our customer.
  Toll Brothers is currently working to secure the replacement windows, but supply chain issues are hampering our efforts.  Toll Brothers is also working to correct the cosmetic issues from the buyer walk after closing and concerns with the operation of some windows and will continue to work with our homeowner on completing these items as timely as possible.
  Thank you very much.
  

  Customer Answer

  Date: 12/07/2022

   This is a flat out lie.  Please let me know if anything below is incorrect and I will provide pictures, emails, texts, etc. Being that the same issues are now happening to other people attempting to move into the neighborhood, there’s no question that there will be a class action lawsuit.
  
  As it relates to the closing dates. It’s extremely unprofessional to inform a customer 2 days before closing that their house is not going to be completed in time. This is information that could have been delivered weeks prior.
  
  Yes, on 8/11/22 I spoke with the construction manager about the incorrect information I was provided by Toll Brothers related to the grading of the landscape (whole other complaint). I wasn’t provided an estimate on a future closing date. To say that there was no sense of urgency to close is ridiculous. I asked Toll Brothers numerous times to provide me an estimated closing date. I was NEVER given an estimate. I also detailed this concern in writing via email numerous times, e.g., On 9/8/22 I sent an email to Jillian Aronson at Toll Brothers detailing my concern over the lack of clarity on closing, my rate lock, and the lack of communication between Toll Brothers and Toll Brothers Mortgage. I would be happy to share this email. The only notice I received to close was by Laura M****** on 9/8. This was also the first time Toll Brothers Mortgage was provided a closing date. The result of this was me paying an additional 10k to keep the same interest rate. It's quite convenient how Toll Brothers Corp was able to pocket an additional 10K by using its power to manipulate the process by being both the builder and lender. 
  
  Regarding the approximately 30 items that needed to be completed with 4 days prior of closing. Most of these items have NEVER been completed, e.g., drywall/painting, damaged windows, damaged hardwood floors, tile, landscaping, cedar beams, damaged tile, sliding deck door, cabinet trim caulking, lighting, etc. (Pictures to follow via certified mail to my attorney and Toll Brother). These items are not to be confused with the additional items we brought to Toll Brothers after our original walk through.
  
  *Since my original post Toll Brothers has completed a few items e.g.., Windows, hardwood flooring, tile, lighting, cedar beams, landscape erosion, and numerous other items remain incomplete.
  
  Please provide me a list of items that were supposedly completed, and I will provide a detailed picture of this each item incomplete item.
  
  - ******* ****** 
  

  
  

  Business Response

  Date: 12/09/2022

  We have set up a meeting with *** ****** to develop a comprehensive list of items that remain in the home.

• Initial Complaint

  Date:10/31/2022

  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 purchased a Toll brothers home in Las Vegas NV. We are having a problem with the tankless hot water heater. The heater that was installed is undersized according to the manufacturer. The hot water heater is not capable of providing enough hot water to run 2 showers at the same time. The home has 5 shower heads. Toll has sent someone to view the problem and he agreed it was an issue and sent the plumbers over to repair the problem. The plumbers discovered that the problem is an undersized hot water heater and Toll is refusing to install the correctly sized unit for the size of the home. 

  Customer Answer

  Date: 11/04/2022

  My name is ************************  I had filed a complaint ID#********.  I was contacted by Toll Brothers today and they have agreed to send out the manufacturer representative to see the problem and discuss how to fix the issue.  I have agreed to this course and would like to drop the complaint.
  
  Thank you
  
  ***********************

• Initial Complaint

  Date:10/19/2022

  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 purchased a "new construction" Toll Brother's home and closed on April 28, 2022. As expected, our build had a few hiccups, but overall my wife and I had a pretty good experience. However, the one problems most concerning to me is one that we have had prior to closing. Unfortunately, our backyard was not properly graded and there is a significant steep decline with some sort of a water "runoff" (as told to us). This runoff has burned our newly planted lawn, caused our patio foundation to be exposed, and also has created two large holes, both measuring at least 12+ inches wide. Having two young children (ages 5 & 8) and a senior retired service dog, I am very concerned about the hazard that exists in my yard. If my children are playing or my dog is running around the yard, it's extremely likely that one will step into the holes and get injured. When I have guests at the house, I'm forced to place chairs over the areas to avoid any injuries to their children while they are playing in my backyard. Although this issue was documented prior to closing on April 28, nothing has been done to correct the problem. In August 2022, a representative came out and determined that a mesh netting (to prevent run off/ erosion) will need to be installed and the lawn/ dirt will be replaced. The company was scheduled to make the repairs on Oct 5, 2022 but, again, never showed up.I have reached out to both **** (Construction Manager) and ***** (Warranty Manager) and **** (VP of production) but unfortunately they say *******************, the sub-contractor landscaping company, has yet to call them back or even try to fix the hazardous condition.

  Business Response

  Date: 10/24/2022

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with the grading of your backyard.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  ****, the local Director of Production, has confirmed that he and ******** ****** have been in touch with you and that the work to correct your grading issue is scheduled for Tuesday.  Please contact your community team with any future issues.  Thank you. 

  Customer Answer

  Date: 10/27/2022

  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. However, before clearing & closing the complaint, I ask you to please wait for Wednesday, 11/2/22 (the date they gave me to repair the fence) to confirm the work was indeed completed. Unfortunately, there have been other dates and times that I was promised and yet the work is still not done. 
  
  Regards,
  *************************
  

  Customer Answer

  Date: 11/18/2022

  Can you please reopen my complaint ID #********. Although Toll Brother's started the repairs in my yard (Wednesday 11/2 as they stated), they have not at all fixed the issues and have not been back since. In fact, they have now created more of a hazard, due to the steep incline. Their plan called for "a truck load" of dirt to be added to my yard. Rather than add dirt, the contractor took a small amount of dirt with a skid steer from the neighboring yard. My fence was also removed and concrete fence posts were left scattered all over (I have since dragged them into a pile). Please see the attached pictures. I will also take a video as well, to further show the hazards, if necessary.
  Thanks,
  ****** ****** 

  Business Response

  Date: 11/22/2022

  Thank you for sharing your experience with Toll Brothers. 
  We are sorry to hear of your on-going concerns with the grading of your home
  site.  Customer satisfaction is a top priority and we strive to provide an
  extraordinary experience.  The local team has confirmed that a new trade
  partner will address the issue and regrade the corner of your home site. 
  Please contact your community team with any future issues.  Thank
  you.

  Customer Answer

  Date: 11/27/2022

  [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:

  The work has yet to be completed. I have been told for months that this issue will be addressed and repaired, yet I’m still waiting. Once the work is “actually” done and the repairs are completed, I will accept the response. Unfortunately, I needed to reopen this case because the work wasn’t completed and the little work that was attempted was less then satisfactory.
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 12/09/2022

  Thank you for sharing your experience with Toll
  Brothers.  We are sorry to hear of your on-going issues with the repairs
  on your home site.  The local team has confirmed that the yard regrade was
  completed on December 5, 2022 and the next steps; including sod install and
  fence reinstall and irrigation heads will be completed the week of December 12,
  2022.   Please contact your community team with any future
  issues.  Thank you.

  Customer Answer

  Date: 12/12/2022

  [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:

  Yes, the regrading was completed on December 5. However, we are now 7+ days since then and there is no date for the sprinkler repairs, the replacement of the Sod or the replacement of my fence. Again, when those repairs are made satisfactory, I will gladly accept your response and make this report closed. Unfortunately no one can give me a date of when this disaster will be completed!
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 12/21/2022

  Thank you for sharing your
  experience with Toll Brothers.  We are sorry to hear of your on-going
  issues with the repairs on your home site.  The customer care team is waiting on a response from the trade partner
  regarding a completion date.  The team advised you on 12/20/22 of this
  plan and will inform you when the completion date is provided.  We are
  sorry for any inconvenience.  Please contact your customer
  care team with any future issues.  Thank you.

  Customer Answer

  Date: 01/31/2023

  I wanted to let you know that Toll Brothers just finished the repairs in my backyard yesterday, January 19, 2023.

  Thanks for your help,
  ****** 
  

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  ****************************. The closing date is approaching but the current condition of house is stillUNACCEPTABLE.REASONS- 1.DAMAGED, CHIPPED, DENTED, SCRATCHED and POORLY REPAIRED items need to be REPLACED, NOT JUST REPAIRED. Some repairs are unacceptable since a repaired item will not last as long as a brand new one.2.ERRORS made due to not following signed documents need to be CORRECTED-(A)Flat 9ft ceiling under stairswhich was confirmed during preconstruction meeting and signed on blueprint. However, it's a sloped ceiling not parallel to the stair treads.(B)Wellsymmetricdouble sink vanity,listed as custom primary bath vanity in design agreement. However, the vanity is not symmetric becauseboth sinks are off-centered to the right. (C)Individualreset buttonon the **** outlets we add, which was confirmed at designstudio.3.POOR WORKMANSHIP needs to be FIXED or REDONE before closing. Some issues cannot be fixed by touchup. Please replace the materials and redo.OUR FIVE REQUESTS-1.Complete ALL itemslisted in theattached report, punch/walk listsandtwo inspection reportsto our satisfaction and up to Toll Brothers standard BEFORE the CLOSING DATE.2.Offer EXTENDED WARRANTY on POORLY REPAIRED items if replacement could not be provided by Toll Brothers. 3. Provide COMPENSATION for us to hire professional contractors to correct ERRORS after closing if a proper correction couldnt be done by Toll Brothers.4. Provide MOLD REMEDIATION WARRANTY for the whole house mold remediation conducted by Toll Brothers due to serious mold infection during framing. Your sales confirmed that we will get a warranty- thats why we accepted the remediation instead of requesting replacement. Several reputable mold remediation companies in this area do provide 10 years warranty as an industry standard.5. Provide COMPENSATION for ACCOMMODATION and MOVING due to excessive delay caused by Toll Brothers(Code Violation) since the 1st scheduled closing date(7/14)

  Business Response

  Date: 10/28/2022

  To Whom It May Concern:

  Thank you for giving us the opportunity to respond to the concerns noted by *** **, a home buyer in contract with Toll Brothers.  Below you will find adequate responses regarding the concerns that *** ** has regarding the build process.  These questions and concerns have been addressed with him on an individual basis and we will provide the same responses shared with him during multiple meetings over the last year.  Should you have any questions regarding the information provided by Toll Brothers, please do not hesitate to contact us.  His concerns below are in bold font and our response to each concern is in the standard font format.
  
  ****** ******* Lot **. The closing date is approaching but the current condition of house is still UNACCEPTABLE. REASONS- 
  1. DAMAGED, CHIPPED, DENTED, SCRATCHED and POORLY REPAIRED items need to be REPLACED, NOT JUST REPAIRED. Some repairs are unacceptable since a repaired item will not last as long as a brand new one.
  What *** ** is referring to is a scratch on a tub, stainless steel sink and granite countertop.  It is a standard practice to repair a light scratch in the building industry through a few methods performed by professional contractors and if the scratch cannot be repaired, the item is replaced.  If the scratch can be repaired and not seen with the naked eye, it would then be considered in working order.  Having said that, we have replaced tubs in the home due to a few scratches as well as the stainless-steel kitchen sink.  The sink had minor scratches, we corrected them, however, *** ** was concerned that the sink’s thickness had been compromised and we therefore are replacing it with a new sink.  With respect to the countertops, there are seems that adjoin two pieces of granite in the kitchen, one of which had less than a 1/32” chip which we repaired and therefore considered corrected.
  
  2. ERRORS made due to not following signed documents need to be CORRECTED- 
  (A) Flat 9ft ceiling under stairs which was confirmed during preconstruction meeting and signed on blueprint. However, it's a sloped ceiling not parallel to the stair treads.   *** ** customized the layout of the second floor resulting in a slope under the stairs that meets the ceiling.  As a result of the customization, the slope under the stairs was unavoidable and would not have been known until the house was framed.  The issue that *** ** had was that the slope was not parallel to that of the trim on and rail on the stairs, therefore, we removed the drywall under the stair well and made adjustments so that we could accomplish providing a line that is parallel to that of the trim on the stairwell which met his satisfaction.  This item has been completed and addressed.
  (B) Well symmetric double sink vanity, listed as custom primary bath vanity in design agreement. However, the vanity is not symmetric because both sinks are off-centered to the right. The design agreement he is referring to is that he requested we use two 2” fillers, one on the right and one on the left of the vanity for a symmetrical line.  In addition, he wanted the sink on left to have a distance of  15 ½ ” to the end of the granite and the sink on the right to be 15 ½” away from the wall. Currently, we are 15 ½” on the left sink and 3/16” short on the right sink.  We are currently adjusting the granite 3/16” to the left which will accommodate his request of the 15 ½” symmetry on both sides of the sink.  

  (C) Individual reset button on the GFCI outlets we add, which
  was confirmed at design studio.
  *** **’s paperwork states he is to receive GFCI outlets in
  the bathroom water closet and kitchen, at the kitchen island.  The option he choose is a GFCI protected
  outlet which is controlled by one outlet that contains a reset button.   A GFCI circuit only requires one plug with a
  reset button at the beginning of the circuit. 
  Our electrician has advised that it may complicate the circuit placing
  reset button plugs at every outlet, therefore we did not do this and this is
  typical and standard in all of our homes.
  
  3. POOR
  WORKMANSHIP needs to be FIXED or REDONE before closing. Some issues cannot be
  fixed by touchup. Please replace the materials and redo. OUR FIVE REQUESTS-
  1.
  Complete ALL items listed in the attached report, punch/walk lists and two
  inspection reports to our satisfaction and up to Toll Brothers standard BEFORE
  the CLOSING DATE. We
  are addressing each item on the list that was supplied to the Toll Brothers
  team.  There are a few items on his
  inspection that are considered opinion and which we will not address.  We are having 3rd party inspectors
  and manufacturer reps look at *** **’s concerns to validate anything that may
  be an issue.  However, any workmanship or
  materials that could be considered defective have been and will be replaced.
  
  2. Offer
  EXTENDED WARRANTY on POORLY REPAIRED items if replacement could not be provided
  by Toll Brothers. All
  items that we have agreed to addressed have been professional corrected.  Toll Brothers stands by its current warranty provided
  on all new homes and do not offer an extended warranty for any reason. 
  
  3.
  Provide COMPENSATION for us to hire professional contractors to correct ERRORS
  after closing if a proper correction couldn’t be done by Toll Brothers.    We have obtained a
  certificate of occupancy by the Township of Canton, the local governing
  municipality.   Any cosmetic errors that
  have been brought to our attention we have and are working to correct.  
  
  4.
  Provide MOLD REMEDIATION WARRANTY for the whole house mold remediation
  conducted by Toll Brothers due to serious mold infection during framing. Your
  sales confirmed that we will get a warranty- that’s why we accepted the
  remediation instead of requesting replacement. Several reputable mold
  remediation companies in this area do provide 10 years warranty as an industry
  standard.   Toll Brothers had the house reviewed
  by a professional mold inspector in which samples were taken and remediated to
  that of industry standards.  Toll
  Brothers does not provide an additional warranty for mold as the remediation is
  the correction if mold is found during the framing or building process.
  
  5.
  Provide COMPENSATION for ACCOMMODATION and MOVING due to excessive delay caused
  by Toll Brothers (Code Violation) since the 1st scheduled closing date (7/14).  We have moved the settlement on a few occasions at the
  request of the buyer.   In an effort to
  make *** ** satisfied, we have continued to address new items he is not
  satisfied with at each additional meeting ultimately delaying settlement.
  
  At Toll
  Brothers, we stand behind the quality and craftsmanship of our house and will
  continue to do so in the future.  Additionally,
  we will address all questions and concerns *** ** may have just as we have done
  throughout the build process.  Our goal
  is to provide *** ** with a quality house that meets his expectations and Toll
  Brothers standards.
  
  If you need
  any additional information, please do not hesitate to contact me. 

  Customer Answer

  Date: 11/07/2022

  [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:
  Please see the attached PDF for my reasons and pictures. Thank you. 
  
  Regards,
  

  *** **

  Business Response

  Date: 12/11/2022

  Thank you for giving us the opportunity to respond to the on-going concerns noted by *********  Below you will find responses that align with Poi Wus listed concerns. 
  
  1. We have replaced the damaged items including sinks, bath tubs, and countertops. Cabinet parts have also been replaced and the entire first floor of hardwood will be replaced. The buyer was concerned about the seams at the kitchen tops and they have been filled as typical in any large top surface area. The epoxy used in the seams is made of the same resin as the top and holds the same warranty as our top against stains, heat and waterproofing.

  2B. We have moved and adjusted the top and sinks to be centered on the cabinets.
  2C. We will not install a GFCI push button at each outlet that is protected by a GFCI circuit as our electrician has said this will cause them to trip more often. This is standard and typical that the circuit is protected by 1 resettable plug.
  
  3. We are working through repairing any noted cosmetic defects in the trim and paint.
  

  4. Unfortunately we do not provide for compensation as we build the home. We have made repairs and addressed the buyers numerous concerns over the build process.  

• Initial Complaint

  Date:10/07/2022

  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 home from Toll Brothers that closed on August 18, 2022. In this purchase it included upgrades of which I paid for several months ago. One of the purchased upgrades ****** ****** Floor Mount Bath Filler in Black for $1710.00 has yet to be installed. I have reached out to my sales agent, on site construction manager and even visited the sales office only to be told someone would be reaching out. We are now reach two months after closing and I have not received my paid upgraded faucet. Also, I have a broken drain pain pipe in the second-floor laundry room that has been on the punch list prior to closing and reported multiple times causing me to leave my washing machine in the middle of the floor and risk having a flood that is not protected by the drain pan. Then there are the continued issues with poorly installed windows and doors, which has been reported and confirmed by a person they sent out. It takes far too much time to get any repairs done by Toll Brothers after closing two months ago.

  Business Response

  Date: 10/21/2022

  The installation of ********************** upgraded master bath faucet was delayed due to supply chain issues but is now scheduled for install,along with the pipe work in the laundry room, this week. Our onsite construction team has been in contact with ******************** and continues to work diligently to get these items resolved. We apologize for any inconvenience this delay has caused. Thank you.

  Customer Answer

  Date: 10/27/2022

  [To assist us in brining 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: They have yet to address the faulty windows that were identified prior to closing and discussed during the walk through. Several windows were identified as having broken seals, the window with screws protruding from them, and windows with the locking mechanism not working.

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

  Business Response

  Date: 11/09/2022

  While we did address the other issues in the home,we had difficulty scheduling the window contractor. The contractor is now scheduled for November 17th

  Customer Answer

  Date: 11/16/2022

  [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: The date you provide was with no time to plan or adjust my schedule. I am traveling on company business and am not available which I shared.
  
  Regards,
  
  ***********************************
  

  Business Response

  Date: 12/05/2022

  We were not aware of our customer's travel schedule and will reach out to him this week to set an appointment that works with his schedule.

  Customer Answer

  Date: 12/14/2022

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

  Customer Answer

  Date: 03/15/2023

  I previously submitted a BBB Complaint after my closing in Augusta of 2022 in reference to faulty windows, leaking windows and poor installation. Toll Brother here at ******** **** promised if I closed my previous BBB Complaint they would fix all the windows, that didn't occur. Still to date Toll Brothers has not replaced all the bad windows nor have they painted the windows they have replaced. Several windows have been reinstalled for three weeks and after reaching out to the local staff nothing has occurred. Mind you I paid for these upgraded windows. Secondly, I have expressed concern with the installed flooring that was an upgrade. The flooring has damaged wood, gaps and areas filled with wood filler to cover up the poor installation and gaps. Again after multiple visits and a so called independent flooring quality person, nothing. We are now going on 8 months after closing, let that sink in, 8 months still chasing down the Toll Brothers Team here in Edgewood East. The quality and finish of these items which were upgrades is poor and not worth it.
  
  Desired Resolution:
  Finish the Job

  Business Response

  Date: 03/24/2023

  Since our initial meeting with *** ********, we have
  replaced or adjusted all the windows from the original complaint. He then identified
  three additional windows that he wanted replaced, which we agreed to. Those
  windows were installed on 3/23. We did not paint the replaced windows from his
  original complaint in anticipation of receiving the three additional windows so
  we could paint them all at once. This is being scheduled for 3/30 and 3/31.
  **** Flooring sent an independent third-party inspector to
  assess the hardwood flooring. We received that report on 3/14 and have scheduled
  a meeting with Mr. Robinson on 3/30 to review.