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Business Profile

Real Estate Development

Toll Brothers, Incorporated

Complaints

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

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Toll Brothers, Incorporated has 118 locations, listed below.

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    Customer Complaints Summary

    • 203 total complaints in the last 3 years.
    • 54 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/05/2022

      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 have 2 Major Concerns: The first concern, Exterior paint was used on Interior Study French doors. The biggest issue is the high VOC content. Even though the VOC number for it is 47, the interior paint used everywhere else inside the house is less than 5. The second issue with this is that the doors scuff easily with almost anything that touches them. We brought this up several times with my local agent and they refuse to do anything about it. Either replacement of doors or paint removal and repainted with interior paint would be acceptable. Second Concern, Window Sill in the Master bathroom was gouged due to an error with the wrong bathtub ordered and the plumber trying to force it to fit. We asked if the window sill could be replaced due to heavy damage, Skyler mentioned that an attempt would be made to fill in the damage but if we were not happy, we could proceed to the next option, but the only thing done was ***** was used to fill in. My concern with this was that ***** is very rigid and stiff and this would not be ideal with the wet and temperature-changing environment in the bathroom. I was told nothing further would be done. This was something that was damaged by Toll Brothers workers and this doesn't even involve the fact that the original tub put in had a large gap toward the back part which the workers tried hiding. We also did not like the outcome of how the window sill looked. It is easy to see it was damaged. I brought up these issues several times with my agent ***** ****** and her staff and due to being brushed off on these two issues, I am seeking corporate assistance to assist in addressing them. To be fair though, some of the other issues brought up were not mentioned here since the 1-month meeting after purchasing the home, with their agent Skyler, went well as he arranged for fixes to be completed. New property closing:03/14/22 First complaint on:04/20/22 Correct tub install on 06/16/22 Last email with the complaint was sent in August

      Business Response

      Date: 10/25/2022

      Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your frustration with our follow up on your concerns. We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority. Below is context regarding your two concerns.

      Interior Study Doors Paint:
      -On August 1st, the concern of exterior paint used on the study doors was brought up to a Toll Brothers Customer Care Representative after the painter went to look for touchup paint but could only find exterior paint on site.
      -It has never been confirmed that exterior paint was used on the study doors. It is common for the painters to take accent paint and handrail stains with them instead of leaving them at the home.
      -The Toll Brothers Customer Care Representative gave you a SPEC sheet regarding the interior and exterior paint as well as the contact information for ***** ******.
      -On August 2nd, the Customer Care Representative emailed you the contact information for **** *******, the company that painted the study doors and provided the paint.  It is recommended that any other specific questions about the paint can be relayed to **** *******.

      Window Sill in Primary Bathroom:
      -On August 1st, a Customer Care Representative inspected the window sill.
      -Since she was unable to identify the location of the repair it was determined that the repair was complete and satisfactory.
      -You requested spec sheets for the material used for the repair which our customer care team was unable to provide.

      Follow Up:
      Staci, the Customer Care Manager, reached out you on October 17th and you will be coordinating a date to meet in person to review the above concerns during the week of October 31st.
    • Initial Complaint

      Date:10/04/2022

      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.
      When we are singing the contract to buy this property, their sales person Laura said it will be delivered on December of 2022 or the Spring of 2023. Then the delivery date is delayed again and again. Laura was closely working with me and our loan officer Susan L** about the closing date. We got the direction on the delivery date and when to lock the rate. On April 9, we got the approval from Laura and lock the rate for May 18, 3.625 7arm. Then on May 12, we got a call from Laura, she said TB can't close on time and ask me the money to extends the rate. She said toll brother will cover this over the phone. But on the next day, when she got the extension cost is about $3000. She changed the word and said she never said this before and questioned me who told me to lock the rate???? Both me and Susan knew that we locked the rate because her words. And also, even though we got an email from Joanna stated our closing date is May 25, it delayed again to June 7. We are so upset, so disappointed about this type of way that I am been fooled. We finally got an increased rate of 3.75% to cover the $3000 extension cost. We also know that Toll Brother covered other's extension cost. But for our case, we never got an update. I am also tired of being involved in such incident. Especially now I am diagnosed with cancer and suffering from chemotherapy. I hope you can help to investigate this and let Toll Brother to cover this extension cost as promised.

      Business Response

      Date: 10/18/2022

      Hello, ***************

      Thank you for bringing your concerns to my attention. I am very sorry to hear about your diagnosis.

      I was able to look into the details surrounding your rate lock and notice of your home closing, listed below.
      --In talking to ** ****, you chose to lock in your rate on April 3, 2022 for 45 days, taking you to May 18, 2022. 
      --You locked your rate prior to receiving your notice of closing from our sales office. *****, your loan officer, also informed you at that point that you'd be responsible for any rate         lock extension fees should the home not be ready prior to the rate lock expiration period.
      --It is also my understanding that you declined locking for a 60-day period.
      --It wasn't until May 2, 2022 that our sales office sent you a notice that you were going to close with a tentative date of May 25, 2022.
      --Because of the timeline of events and your decision to lock in your rate prior to our office alerting you of a close date, we will not be reimbursing you on any rate lock extension        fees associated with your loan.

      I'm sorry that this isn't the answer you were hoping for.  Please contact me with any other issues. Thank you.

      Joyce L*****
      Vice President of Sales, Northern California
      Toll Brothers
    • Initial Complaint

      Date:10/03/2022

      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.
      Lot of issues which I faced but no solution / bad solution was given.- My lot is not fully graded. Got the house on July 30, 2021. Backside of my lot touches phase 2 lots and I was told that it will be corrected during phase 2 construction. But it is still not done . Every lot in phase 1 has got their lot fully graded with sods but for me even after 1 year work , I am waiting on reply . No formal communication.- my house flooring has issues from day 1 it is breaking every 2-3 months . Flooring guys came 2-3 times and they fixed that and now after 1 year the problem is there at the same place and warranty people are saying 1 year is over and we will not do anything . Once flooring company did offer me extended 3 months warranty but didnt sent me anything formally. - few things were not done correctly on closing my front double door was with 2 different design which was corrected almost after 6 months . Now the shine of both doors are different . 2-3 times builder broke the wall and tried to fix during last 1 year things were made good but not perfect . When I was accommodating things after closing why cant builder give me little extension in warranty . I have been misguided on many things and that resulted in money loss to me . I kept quite . I was charged differently for flooring but the other guy on the same day and time was offered lesser price . Flooring is like when we walk it is crunching everywhere . Its my first and only house and I will reach out to CEO if I have to but want my things to be fixed perfectly .

      Business Response

      Date: 10/06/2022

      1. The lot was fully graded at time of closing. There was no mention of it on our Pre-Closing Review form signed by **************** on 7-30-2021. A few months ago after closing **************** did bring up a grading concern in his backyard. We visited the house and there is no warrantable issue with regard to the grade. We did offer, as a gesture of goodwill, to add and spread some dirt in his backyard. In May of 2022, we delivered and spread 4 truckloads of dirt and seeded/laid straw. We do not consider this a warrantable issue - we have gone above and beyond our warranty and consider this a closed issue.

      2. Hardwood flooring. One complaint brought up from **************** is that the floors move slightly when walked on. This product is a floating floor system that is not glued or attached to the subfloor and will move slightly when walked upon. There were 2 specific areas discussed with **************** as issues - the first area is near the closet under the stairs and the second is at the front door. Our flooring contractor did come in and remove a few boards in these areas and addressed the issue. At the 11 month service, **************** did not bring up these 2 areas but did bring up a new area of concern at the powder door. Our flooring contractor came in a repaired this issue as well. **************** did bring up that a couple of these issues have come back and we (Toll Brothers) will be happy to come back and reevaluate. 

      3. Front door. **************** brought up an issue with his front door stain - he said it's splotchy or "two-toned". These doors are getting sun faded at the bottom. They have not been properly maintained by the homeowner. We do not consider this a warrantable issue. 

      We at Toll Brothers strive to address all of our customers concerns in accordance with the Toll Brothers Limited Warranty that is provided at every buyers time of contract. 

    • Initial Complaint

      Date:10/03/2022

      Type:Product 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.
      It has been three months since I moved out of **********************. Despite multiple emails and phone calls to the leasing office, they failed to refund my pet deposit ($150). I have been waiting long enough and giving them multiple chances to refund the deposit. I lived at ******************* and my request is to get my deposit back to my bank account or a check to my new address which I gave them when I move out.

      Business Response

      Date: 10/26/2022

      Toll Brothers Campus Living (**********************)
      Response to BBB Complaint # ********
      Responded on 8/19/2022

      To whom this may concern,

      This response to BBB complaint #******** is our third to the same individual, and follows complaint #******** (received Aug. 10, 2022) and complaint #******** (received on June 15, 2022).

      Despite repeated attempts, the community's property management company, ************** Management, has been unable to make contact. To expedite support, we urge this individual to contact ************** Management directly. Please reach out to ***********************, Portfolio Manager, at **********************************************************, or call **************.

      Regarding this particular complaint, ** *** was issued a refund check in the amount of $150.00 on August 31, 2022, however, he did not provide a forwarding address and the check was mailed to the office; we can confirm with our staff that they are in possession of his refund check. ** *** may come pick it up with his identification, or contact us directly with an address to which we can mail it.

      We hope this provides the resolution this individual seeks. For any further concerns, again, we urge this individual to contact us directly.

      Thank you,

      ************** Management, Property Management
      Toll Brothers Campus Living, Owner

      Customer Answer

      Date: 10/27/2022

      [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: I give them my forward address prior to my move out, after my move out multiple times. I just want the check so forward it to my new address: ** **************************************************************, APT****, Jersey City, NJ,********. The leasing at the yards is a joke, chaos all the time. Try to give me an answer that is reasonable or do your job. Thank you so much.

      Regards,

      ** ***

      Business Response

      Date: 11/18/2022

      To whom this may concern,

      This is our second response to BBB complaint #******** (received Nov. 16, 2022). It is our third response to concerns raised by ** ***, a former resident of **********************; the first was originally complaint #******** (received on June 15, 2022), and the second was complaint #******** (received Aug. 10, 2022).

      The communitys property management company, ************** Management, had no record of a forwarding address provided, and this former residents return payment has remained with the property manager. However, now that we have received the forwarding address from ** ***, we will mail it to him immediately.

      In our previous responses, we have invited ** *** to contact ************** Management directly. Despite repeated attempts, property management has not made contact with him. To expedite support for any requests in the future, we strongly encourage this former resident to refrain from submitting BBB complaints, and instead contact property management directly as we have recommended previously. They may contact ***********************, Portfolio Manager, at **********************************************************, or call **************

      Thank you,

      ************** Management, Property Management
      Toll Brothers Campus Living, Owner
    • Initial Complaint

      Date:10/03/2022

      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 in 2020. We closed on our new home in October of 2021. It is now October of 2022 and our home is still not complete. We have been living with an unfinished kitchen for a year now. This has been the worst experience of my life. They claim to be Americas Premier Builder but they do not know how to finish a home. I just want my home to be complete! We are coming up on our 11 month walk through but Toll Brothers has yet to complete items from our initial walk though. They do not communicate. When they actually respond to an email or phone call they promise the world but fail to get anything done.

      Business Response

      Date: 10/05/2022

      Good afternoon,

      On 9/23 Toll Brothers reached out to this **. ************************* to discuss his outstanding items. At that time we went through all of his open service requests with him to confirm what work was not completed. The below list is what ******************** and Toll Brothers has agreed was still outstanding. Also on 9/23 Toll Brothers reached out to schedule some of these repairs for 10/5 and 11/18.  ******************** stated those dates did not work for him, Toll Brothers is currently waiting on new schedule dates from ********************.

      4 tiles for replacement
      Missing towel ring
      Baseboard corner block continues to fall off
      French door splitting (already had inspected for replacement)
      Concrete (result of flooding in the courtyard)
      Cabinets
      Drywall at front door
      A/C unit loud

      Toll Brothers has already informed ******************** once he is able to provide repair dates we can work to schedule his remaining repairs.

      Customer Answer

      Date: 10/21/2022

      [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:

      Things are scheduled all of the time and have been for the last 12 months.  The problem is the contractors show up with out the parts to solve the problem or they just don't show up at all.  There was a contractor scheduled for 10/17/22 between the hours of 12pm and 4pm.  This contractor showed up and was extremely professional but was unable to fix my cracked door or the baseboard because the part he was replacing was not ordered correctly.  In September we scheduled the contractor to replace the 4 tiles.  The contractor showed up with a rag and told me he was not informed he was replacing any **************** has been going on for 12 months now.  Schedule a contractor and the contractor either no shows or does not have the material he needs to complete the job.  The fact that ******* replied to my complaint says that Toll Brothers is waiting on me to let them know what works for my schedule is ludicrous and demonstrates the complete lack of communication within their company.   11/18/22 is supposedly the date set for a contractor to fix my kitchen.  I hope they actually show up this time as last time they were scheduled here they no call no showed.  This is supposed to be "America's Premier Home Builder" and I paid a premium to have Toll Brothers build my home.  My experience has been completely unacceptable.  

      Regards,

      *************************

      Business Response

      Date: 11/04/2022

      Good afternoon,

      On 9/23 Toll Brothers reached out to **. ************************* to discuss his outstanding items. At that time we went through all of his open service requests with him to confirm what work was not completed. Toll Brothers is in agreement that there are items that we need to address. When Toll Brothers had initially attempted to schedule repairs ******************** was unable to be available for those specific dates being provided.  Toll Brothers has since been able to confirm schedule dates for the outstanding items with the trades as well as ********************. Toll Brothers is committed to get **. ********’s repairs complete as efficiently and effectively as possible. 
    • Initial Complaint

      Date:09/26/2022

      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 signed a contract in December of 2021 to build a house in ********** (Colorado Springs) with Toll Brothers. For the most part, everything went well until we got closer to closing on September 9, 2022. While visiting the house on August 21, 2022, we noticed a crack going all the way across the back porch. I notified both the sales team and the project manager that same day. Both told us there was nothing that Toll Brothers would do about it because it isn't structural, and cracks should are expected. Imagine paying nearly $700,000 on a home, and even before you get to closing, the concrete is cracking, and you are told the only thing the builder will do is have it patched. The builder told us over, and over that all nonstructural concrete will crack because it is Colorado. Weird, as I just moved out of a 22-year-old house with no cracks in any of the concrete, and looking around the neighborhood of the new home, I haven't seen any cracks in other homeowners' concrete. The builder did a poor job and needs to fix the porch correctly. The correct fix is removing the existing cracked sections of the porch and pouring a new slab with the correct corner joists. I have attached photos of the crack when we noticed it the first time and pictures of the crack after the builder "patched" the crack.

      Business Response

      Date: 10/05/2022

      Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with the concrete crack.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  The local Customer Care Team confirmed that they contacted you immediately after receiving the Better Business Bureau complaint and you are in discussions to remedy the situation.  Please contact your local Customer Care Team with any future issues.  Thank you. 

      Customer Answer

      Date: 10/18/2022

      [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. 

      Toll Brothers did the right thing and are now reimbursing me $800 for the concrete that had to be replaced. 

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

    • Initial Complaint

      Date:09/15/2022

      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.
      I have an issue with floor joists in my house. My floor bounces when people walk across it. This was raised as an issue upon first inspection with the builder. They have been trying to fix the issue for over two years now. They keep changing their managers too, who are supposed to rectify the issue. They did not do the fixes as required by the engineers report. Upon a new inspection with the engineers, due to incorrect fixes that have been made, they stated a new cross beam should be added. Toll started to try and fix the issues, and now 2 years in are claiming it's not an issue. By starting to try resolve, is acknowledgment there is a problem. I want them to finish this and resolve all shakes and bouncing of the floor. Toll is now refusing to acknowledge or fix or this further, which now forces me to have to declare this build flaw and I will not be able to sell my house. I have spent over 2 years constantly chasing them up to fix creaks and bouncing in floors on the top floor too. They have shown a tendency to drag things out and force you under duress to sign off on stuff saying it will be fixed, but here we are 2 years in with resolution in site. The company claims to be a top class builder, yet delivers an inferior product. I would like what I paid for, to get fixed.

      Business Response

      Date: 09/26/2022


      We thank **************** for sharing his experience with Toll Brothers.  We are sorry to hear of his frustrations with his floor system.  In response to **. ******* complaint, we present the following information. 

      Upon hearing of his issue, Toll Brothers enlisted a separate third-party structural engineering company to inspect the floor system.  
      The third-party company found that there were no issues structurally with the home. 
      Therefore, the issue in question is not warrantable. 
      The third-party engineering report also made a suggestion that could assist in reducing the non-structural issue and Toll Brothers is in the process of implementing the suggestion. 

      **************** can contact his local customer care team with any further issues.  Thank you.

      Customer Answer

      Date: 11/04/2022

      [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 works have not been completed. Secondary to that, once I rejected their initial response, they had not been at my house. i will continue to reject these untill such time as the work stated has been completed in a satisfactory manner.

      I have been following up with Toll Brothers, and I have yet to receive a timeline on when works will commence.

      Regards,

      *********************

      Business Response

      Date: 11/14/2022

      Toll Brothers Customer Care Team has been in contact with *****************  We appreciate his patience as work is scheduled to begin on 11/16/22.
    • Initial Complaint

      Date:09/03/2022

      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 bought a new home from Toll Brothers ********* at **************, Reno, NV last October, 2021. There is a problem with the HVAC system heating and cooling the house. I have contact Toll Management from the CEO to the Reno Toll Brothers President, but so far they refuse to repair the problem. The air flow is below standards so the room do not receive enough air to warm or cool the air. I am filing this as a grievance and which Toll Brothers so management will pay for an outside HVAC company to reduct the system. A quote of over $6,000 was given. Need so help

      Business Response

      Date: 09/26/2022

      We thank ****************** for sharing his experience with Toll Brothers.  We are sorry to hear of his frustrations with his HVAC system. The customer’s HVAC system is installed correctly per the approved mechanical plans and was inspected and approved by the Building Department prior to occupancy. However, we understand that thermal comfort is highly subjective/personal, so we have been working in good faith with these customers to address their concerns. 

      Our efforts have been ongoing and most recently include the engagement of a 3rd party expert who has evaluated the HVAC system performance and provided recommendations around balancing system airflow to increase the customers thermal comfort.  We are in the process of implementing these recommendations now and will continue to work with these customers to ensure their satisfaction.

      Customer Answer

      Date: 10/19/2022

      The reason I am rejecting the closure of my BBB complaint with Toll Brothers Regency at ********* ***** in Reno is because a few weeks ago a specialist HVAC company from Sacramento, California was hired by Toll Brothers Reno to measure the air flow from all the registers as well as check the type of compressor, functional capacity of the furnace and air condition unit, leaks in the ducts or other areas, etc.  It was determined that there were several problems with the HVAC system, including a 400 cfs reduction from all the registers to the intake to the air conditioning unit.  It is anticipated the problem will be corrected, but not until mid-December.  Until it is corrected, I wish to keep my BBB complaint open so that BBB is aware of the progress and completion of repairs.  

      As a side note, the HVAC is defective and I have written over 30 emails to various management members as well as two letter to the Toll Brothers President, Mr. G****** about a heating and cooling problem in my new house for over 11 months.  All of them ignored the problem until a month ago.  
    • Initial Complaint

      Date:08/31/2022

      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.
      We purchased a home from Toll Brothers in April of 2021. Since then we have had drainage issues that have been blamed on gutters, a fence and irrigation that we had installed, some by Toll Brothers recommended vendors and some by our own. We have areas in our yard which are always wet and cannot even grow grass. The grass is drowning. We have also been told that there is not a grading problem, however you can see the low spots with the naked eye. They also have not brought out a transit to check. We also have concrete issues where that we bought a new house and were looking for it to be a esthetically pleasing as well as structurly sound. The driveway concrete is not. We have had the concrete company out to say it's structurly sound but not esthetically pleasing. We also understand we didn't buy a million dollar home however we spent a fair amount. At this point I would recommend to anyone thinking of buying from Toll Brothers to think again.

      Business Response

      Date: 09/22/2022

      Thank you for opportunity to provide a response. Toll Brothers has been in communication with *************************** regarding the concerns outlined in this complaint on multiple occasions. Most recently, on Tuesday, September 20th, our Director of Customer Care had a conversation with this homeowner and explained the warranty and what is covered. While we realize the response provided isn't what ***************** had hoped for, we are following our documented processes, warranty, industry standards, and communicating regularly. We do believe that this homeowner has received the information needed on the matter and kindly ask that this complaint be closed.

      Customer Answer

      Date: 09/23/2022

      [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 problem is not solved. However we're going to handle this issue ourselves as this has taken way to much time and effort on our part. I could have fixed the problem myself and spent less time doing so. I do understand that Toll Brothers is just trying to make this hard so we do give up and just let it go. which is what i am doing at this point due to the bully mentality of this is what I say so This it what it is. Very unhappy Toll brothers customer.

      Regards,

      ***************************
    • Initial Complaint

      Date:08/26/2022

      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.
      We are filing a complaint regarding a major quality and support issue at our home. The troubles with our rear patio pavers including uneven levels, slick surfaces and discoloration predate our home's closing on 7/30/2021, and have been discussed many times with Toll Brothers through countless emails, phone calls and work order submissions through their portal over the last year. The marble pavers that were installed are gravely discolored and sinking. The stone has been damaged by chemicals used by Toll’s vendors and the uneven level of the stone is a major hazard and safety concern. Toll recognized the problem, and the issue was documented in our closing paperwork. Toll contracted a vendor to bleach the stone in a process that yielded no positive results, and according to third party inspection experts, further damaged the stone. Additionally, a sealant was applied that resulted in unsafe slippery condition that took significant time to dull. Toll did not address the uneven tiles, and asserted that the discoloration is a result of “iron ore” and that no further action is required. We have submitted 3 different inspection reports to Toll (attached below). Each report highlights the pavers' defects, and to date, Toll has not addressed any of the reports. ***** **********, the stone manufacturer conducted an inspection and expressly told us that the stone does not appear as it is intended to, that it does not appear to be a geological issue, and that the issues may be from installation or chemicals, such as the acid bleach, applied by Toll’s vendors. Indeed, Toll's prior attempts to bleach the stone negate any assertion that there is not a problem. Over the past year there has been negligible response and no resolution. We ask that Toll stand by their initial word from prior to closing when they told us that it would be taken care of. The pavers need to be replaced with a different agreed upon product and closer attention to installation.

      Business Response

      Date: 09/07/2022

      We are disappointed to hear of the dissatisfaction **. and ******************* have experienced with the natural stone product that they selected for their pool deck.  Based on the concerns that were brought to our attention, Toll Brothers obtained the services of an independent forensic experts to review and test the installed materials at the home.  The independent inspectors testing and reports concluded that the discoloration seen on the natural stone product is efflorescence of minerals including iron ore.  The expert opinions, based on his testing, was to clean and seal the marble.  Toll Brothers also had the installation company and the manufacturer of the natural stone product out to the home to review the concerns. The installer and manufacturer concurred that there was no evident defect in the materials or installation of the product.  Based on this information, and with permission from the customer, Toll cleaned and successfully removed the mineral staining as well as sealed the pool deck.  The reports supplied to us from our independent inspector indicated that this may need additional cleanings and that over time the mineral would release from the product.  We are not aware of any physical damage to the natural stone product from the cleaning process that was a professionally recommended and approved cleaning method.

      As for the rear pool deck sinking (uneven levels), Toll Brothers had an on-site review with the installer of the few areas of the pool deck that had some settlement. We agreed to fix the common paver settlement issue and are currently awaiting scheduling confirmation from **. and ********************

      Regarding the concerns of slick surfaces, this item was brought to our attention after we sealed the marble. Toll Brothers has offered to remove the sealer and this offer still stands if **. and ******************* are amenable to this process. Toll has also offered an additional 1-time courtesy cleaning to show how maintenance of this material needs to be performed.

      Based on the reports and findings this product does not warrant replacement.  It will require ongoing maintenance as it is a natural material exposed to the outdoor elements.

      Toll Brothers has been building quality homes across the state of Florida for more than 25 years. We take great pride in the quality of our homes, and will continue to work diligently to provide our customers with a home they will enjoy for many years to come. While we are disappointed when even one customer is dissatisfied, we are honored that the vast majority of homeowners recommend Toll Brothers to their friends and family.

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