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:08/25/2022

  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.

  I signed my contract in Oct of 2021 and was told that I had a 6 to 9 month build time. I provided 5K for earnest money. I have been more than patient with this whole process. From the beginning I have had setbacks with several construction items. Not to mention not being able to get in contact with someone regarding her home for sometimes weeks at a time. I was misled about the size of her backyard as she was advised it would be the same as the model and it is not. I have also been gracious during employee turnovers and not knowing who is handling her build several times during this process. I have also been patient with vendor changes and material changes without making these changes a big deal. As I was one of starting few new potential residences at the start, I had the pick of almost any lot. After I chose my lot, I watched as they began to build all the spec homes around me. However, I was contacted and advised that items I had chosen were no longer in stock. I was patient with vendor changes and material changes without making these changes a big deal. Obviously, the market changed, and I checked with my lenders to make sure I could stay in my home the *** lender said that if didn't lock her rate back then and interest rates got higher than 7% she would no longer be able to get into her house and that was likely going to be the case. She ended up locking in at 6% which is at least. 5% higher than prime right now. The scare tacked work and I did so the market is now shifting again, and I reached out for assistance and was no and that if I found another lender, I would be charged 4600 +. It seems like Toll Brothers is now offering 4.99% to new customers and is not interested in making existing clients happy and keeping them in their contracts. It seems unethical to make a client feel bullied into using a lender even though they cannot provide what other lenders are offering.

  Business Response

  Date: 09/01/2022

  ******************,
  
  We are sorry to hear about your experience with Toll Brothers Mortgage Company and the frustration this has caused. We strive to provide outstanding customer service throughout the entire home buying experience and can confirm that we are currently in the process of finalizing your loan details for your file and approval. Once we are able to proceed with your loan approval as you have worked out with Toll Brothers Mortgage Company, our team will contact you directly. Toll Brothers has been in business for over 55 years, and you can be assured that we will stand behind our commitments to our customers. Please do not hesitate to reach out should you need any additional information.
  
  Thank You,
  Toll Brothers Arizona

• Initial Complaint

  Date:08/25/2022

  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.

  We have purchased a home with Toll Brothers  (****** development) and the stone exterior is manufactured by ******** *****. They are doing another tract in ****** ***** with the same stone but ran out of the 6" Cream color before completing the ******** development forcing Toll Brothers to switch to a 3" version of the same Cream stone. As the stone old stone was removed from the model and replaced with the new stone it was clearly a different color. Toll Brothers initially halted the installation and said ******** was "all over the problem". Then, without any explanation they restarted putting up the wrong color and now have been adding it throughout the development. Toll Bros said they were going to apply a "softening process" to "correct" the color but have now scrapped that because ******** ***** says it's "called" the same color (Cream) but clearly isn't. It has changed the color scheme from a soft off white to this orange color (attached pics). There is no reason why a smaller version of the supposed same stone should be a whole different color. It dramatically changes the way our homes are being finished and decreases the home/development resale values. If I went to buy paint in a gallon from ******************************* and then bought a quart of the same paint both would have the exact same color. ******** is saying that the smaller stone just has a different process resulting in a different "tint or color" but they are trying to tell us it is the same "color cream" just because they are calling it the same name. It isn't. I want our stone replaced the with the correct color (not just name) that we agreed to buy or I want the color "softened" like the agreed to do when they realized it wasn't correct. The damage to our house and neighboring homes is hundreds of thousands of dollars as they have turned an off white community into an orange set of homes that doesn't match paint colors on the homes. We want Toll Brothers to fix the color problem that they acknowledged exists

  Business Response

  Date: 08/31/2022

  Each homeowner signs of on the community specific base house specifications aa a part of their agreement of sale package. This exhibit is called the Exhibit D and the ****** community Exhibit D references the color scheme sheets in regards to exterior materials and colors. This is provided to each homeowner as a part of their agreement of sale package and is lot specific. The color scheme attached is specifically for homesite ** at our ******* community which details the 3" split limestone material in the cream color. This same material can be seen on our ***** model home which is also advertised on our community website. There is an attachment that shows that model home which reflects the 3" split limestone material in cream color from ******** *****. ******** ***** has provided a letter detailing the difference in the production of the 3" split limestone material vs. the 6" split limestone material and had noted that the material installed at homesite ** at our ****** community is installed properly with the correct material that is reflective of the sample boards. While the 6" ******** split limestone material is used in other Toll Brothers communities it is not specified to be used within the ****** community per the color schemes. The material installed at homesite ** matches what is shown in all of the paperwork within the agreement of sale for this homesite and meets the manufacturer's guidelines.

  Business Response

  Date: 10/31/2022

  We have previously provided a formal letter from ******** the manufacturer of the stone confirming that the stone installed on the model home and within the production homes at ****** at ******** is correct. The pictures provided in the latest response are from two different communities and show two entirely different products (3 split vs. 6 split). The letter from ******** details the differences between those products and why there are differences. When the ****** models were initially constructed the masonry vendor installed the incorrect product on one of the model homes which had to be replaced with the correct 3 split limestone product. This was corrected and what is currently installed on the model home is exactly what we are representing on our website, exhibit Ds, and color schemes. This is also the approved product through the master developer *********. We have attached the color scheme for homesite ** along with the letter from ******** and a photo of our **** gold medal winning ***** model home from our website.

  Customer Answer

  Date: 11/06/2022

  [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:
  We are attaching the email chain from the beginning when the stone color issues were first detected, then acknowledged by Toll Bros, pacified for months until ultimately Toll Bros and ******** Stone concocted a response that mutually benefited them not the home buyers. 

  Please read through the emails to see from the very beginning how Toll Bros representative Joshua C************** acknowledged there was a difference in colors and said they and ******** were "all over it" and "will correct it". Then for months he and Marcia H****** at Toll Bros pacified us with talk of fixing, or 'softening" the stone color until they ultimately got ******** to write us a letter telling us we were wrong and wouldn't do a thing. 

  Toll Bros and ******** should not be allowed to do business this way just because they are the big business and we are the little guy. They have taken advantage of us an the rest of our Toll Bros development. It is unacceptable.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/23/2022

  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 May 26th, in the Ashburn, VA  ********* planned community, Toll Brothers installed a vinyl fencing panel on my land without my approval after settlement in early May of a new construction home. I and several neighbors have attempted to resolve the disputed matter through the established Toll Brothers only managed board of directors homeowners association without any advancement. Several reasons given have been disproven and rejected. We have contacted Toll Brothers multiple times through multiple methods, to include a formal complaint, but have not received valid reasons for not removing the unauthorized fences. I am willing to amend or rescind this complaint if the issue is resolved appropriately.

  Business Response

  Date: 08/26/2022

  I received your complaint with regard to the HOA Board's decision to deny yours and your neighbors' request to change your fence.  You are correct in the fact that the fences were installed after closing as the material was on back order.  However, we did disclose to you at your Agreement of Sale a description of the fence...please see attached.  Additionally in the covenants of the HOA Documents you received at your Agreement of Sale, it clearly states that fencing installed by the builder must remain in place.  See attached.  The decision of the HOA Board to deny your request still stands.

  Customer Answer

  Date: 08/29/2022

  [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: no appropriate justification for the current fencing has been provided. A 'because we said so' argument does not dissuade 7 homeowners jointly requesting a reasonable modification to a fence: 1) they are all required to pay to maintain when damaged by weather or landscapers with mowers/edgers; 2) they are required pay a premium for the subjective material to complete when only a 8' section was provided versus other options; 3) they will most likely deal with resale concerns from future buyers when the plastic fades and/or replacement pieces do not match the panel next to it due to unequal aging; 4) they cannot rely on the inflexible material to maintain ground contact so pets enjoying the space do not have gaps to move through; and 5) that does not allow for enjoyment of the conservation/greenway area 20' from the property line.

  All homeowners (myself included) would like a rational argument or justification of why this product (that is dissimilar to all other fencing in the entire community) is the required product. The fact that HOA documents state "the builder fence cannot be removed" glosses over the fact that the builder controls the HOA Board and is within their power to change or provide an exemption to the arbitrary mandate.

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

  Business Response

  Date: 09/08/2022

  After reviewing the homebuyers rejection, below is our response.
  
  Toll Brothers disclosed, at the time of Agreement of Sale, a description of the fence that would be installed. Additionally, in the covenants of the HOA Documents provided with the Agreement of Sale, it states that fencing installed by the builder must remain in place. See attached documents. An installation delay of the fences occurred due to backorder of the product.
  
  At the ************ community, Toll Brothers has only installed two types of fence throughout the community: (1) privacy panel fencing located at these residences and (2) safety railing along retaining wall fencing. All other fencing in the greater master plan community has been installed by other builders, not Toll Brothers. Toll Brothers chose to install privacy panel fencing in the rear yard of these homes to allow homeowners to maintain privacy when enjoying their outdoor space. Further, an 8 length for the privacy fence was chosen, versus a longer length, in order to allow for both views of the conservation easement and privacy.  Historically, this has been preferred by homeowners when a community consists of densely populated townhomes.
  
  Homeowners will be required to maintain the fence over time, just as they are required to maintain other elements of their façade, per the HOA Documents. However, Toll Brothers selected this product intentionally due to the durable, long-lasting, and low maintenance nature of the material. All exterior building materials are subject to weathering over time, but we believe we have chosen a product that is long-lasting and requires minimal upkeep.
  
  Due to the disclosed documents provided at time of Agreement of Sale to homeowners, the HOA Board stands by their decision to keep the installed privacy panel fencing in place. If a homeowner desires to install additional fencing for privacy, pets, children, etc. they can submit requests to the HOA Board for review.  Finally, should the homeowners wish to revisit this issue at such time that the HOA Board is under homeowner control, they may do so.

• Initial Complaint

  Date:08/23/2022

  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.

  Although overall we are pleased with our house, the Toll Brothers run HomeOwners Association does not take any homeowner issues into consideration. Our townhouse neighborhood uses black aluminum fences/railings in all common areas. This provides a very clean open look. After closing, and without homeowner permission, Toll Brothers installed 8 foot privacy panels on the property lines between the townhouses. These partitions were never mentioned in any contract between builder and owner. Our townhouses are the only ones in the neighborhood with backyards capable of being fenced in. As a group, all seven homeowners petitioned Toll Brothers HOA for us to remove the vinyl panel, and install a backyard fence identical with the black aluminum used throughout the community. All work would be done at homeowners expense. Both the Architecture Review Committee (controlled by Toll Brothers) and the Executive Committee (controlled by Toll Brothers) denied our applications because the fence did not match the panel they installed. Our black aluminum fence would fit in perfectly with the neighborhood, but the solid vinyl fences in our tiny backyards will be an ugly eyesore.

  Business Response

  Date: 09/08/2022

  After reviewing the homebuyers complaint, below is our response.
  
  Toll Brothers disclosed, at the time of Agreement of Sale, a description of the fence that would be installed. Additionally, in the covenants of the HOA Documents provided with the Agreement of Sale, it states that fencing installed by the builder must remain in place. See attached documents. An installation delay of the fences occurred due to backorder of the product.
  
  At the ********* community, Toll Brothers has only installed two types of fence throughout the community: (1) privacy panel fencing located at these residences and (2) safety railing along retaining wall fencing. All other fencing in the greater master plan community has been installed by other builders, not Toll Brothers. Toll Brothers chose to install privacy panel fencing in the rear yard of these homes to allow homeowners to maintain privacy when enjoying their outdoor space. Further, an 8 length for the privacy fence was chosen, versus a longer length, in order to allow for both views of the conservation easement and privacy. Historically, this has been preferred by homeowners when a community consists of densely populated townhomes.
  
  Homeowners will be required to maintain the fence over time, just as they are required to maintain other elements of their façade, per the HOA Documents. However, Toll Brothers selected this product intentionally due to the durable, long-lasting, and low maintenance nature of the material. All exterior building materials are subject to weathering over time, but we believe we have chosen a product that is long-lasting and requires minimal upkeep.
  
  Due to the disclosed documents provided at time of Agreement of Sale to homeowners, the HOA Board stands by their decision to keep the installed privacy panel fencing in place. If a homeowner desires to install additional fencing for privacy, pets, children, etc. they can submit requests to the HOA Board for review. Finally, should the homeowners wish to revisit this issue at such time that the HOA Board is under homeowner control, they may do so.

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising 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 our home (new build) from Toll Brother and paid $10,000 lot premium for desert views of the BLM land. No other homes in the community of ************* were charged a lot premium, except for those of us with two story builds on ***********************.It turns out, Toll Brothers was aware that the land was sold and there would developments build. We have been defrauded by Toll Brothers. A huge multi-development community is being built behind us, completely obstructing view. We've endured hazardous dust, noise because of the ongoing construction while my husband's health has been compromised, who is a lung cancer patient. His breathing has been exacerbated. We have to constantly pick up building debris in our backyard and our family has been robbed of being able to use our own back yard because of fraudulent and predatory practices by Toll Brothers!

  Business Response

  Date: 08/24/2022

  To whom it may concern,

  We appreciate the opportunity to respond to the complaint presented by **. ***********. We regret that **. ******* is dissatisfied with Toll Brothers, as we make no promises about views and Toll Brothers does not have control over land outside of its control.  In addition, our agreement of sale explicitly disclaims any representations or guarantees about views and it expressly states that lot premiums are not tied to views. 

  Thank you,

  Tricia H**************

  Vice President of Sales and Customer Experience, Las Vegas

  1140 N. Town Center Suite250, Las Vegas NV 89144

  Office: **************

  Cell: *************

  Customer Answer

  Date: 11/02/2022

  [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 specific reason why Lot ** was charged a premium has not been clarified. 
  
  Regards,
  
  ************************
  

  Business Response

  Date: 11/11/2022

  Lot ** was charged a $7,500 lot premium because the home site is located on the perimeter of the community.  Thank you.

• Initial Complaint

  Date:08/07/2022

  Type:Delivery 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 lived at ********************** for the last year (*** ********** ***). When I renewed my lease for the lease from 8/1/2021 to 7/31/2022, the leasing office promised to give me $500 gift card, but I never received it. I went to their office no less than five times, every time they asked me to wait and said that it is normal to wait for months. Now I have moved to a new place, and I still haven't receive my promised $500 gift card after 1 whole year. They won't answer their phone or email, and try to get away with all the problems.

  Business Response

  Date: 08/20/2022

  To whom this may concern,
  
  This response to BBB complaint #******** (received Aug. 10, 2022) is our second response to the same concern raised by former roommates at ********************** ** *** and *************************** originally received as complaint #******** (received on June 15, 2022).

  Despite repeated attempts, the community's property management company, ************** Management, has been unable to make contact with ** *** and *************************** to confirm receipt of the gift cards. ******** can confirm that the gift cards, which are provided through ********, were emailed to both individuals. We are disappointed to learn ** *** and and *************************** have still not been able to enjoy their gift cards.

  To expedite support, we invite them both to contact ******Group Management directly. They may contact ***********************, Portfolio Manager, at **********************************************************, or call **************, and she will answer any questions about how to use the gift card through ********. 

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

• Initial Complaint

  Date:08/02/2022

  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.

  We deposited a model home "** ******* at ******* ****" in Trumbull, CT in March 2022. The home had been sitting unfinished/unsold for months. It went to contract and we put down our $42,500. Very shortly after something happened on our end (our offer was contingent on our house selling) and we needed to cancel the contract. We were told we actually owed another $42,500 if we wanted to cancel which we were confused by because we had already put down way more than the average deposit on a prebuilt home. We were told we had to sign a release or we would not legally be allowed to get out of the contract. We signed the release and Ryan O******* (Project Manager) told me that in good faith if they could resell the house for the same price they would give us most of our deposit back. So we signed it. They listed the house for $50,000 more and sold it quickly. After it closed, I called Ryan O******* (Project Manager) to see about our good faith verbal agreement. He basically told me to kick rocks because we already signed the release and they didn't owe us anything. We were told to sign the release only to be deceived on purpose in the end.

  Business Response

  Date: 08/11/2022

  We thank ************** for sharing his experience with Toll Brothers.  We are sorry to hear of his frustrations with the agreement termination process. In response to ***************'s complaint, we present the following information. 
  
  -In Mid-April ************** requested to terminate their Agreement.

  
  -Ryan O**********, Director of Sales, reached out to ******************************* (wife of **************) and explained that if they terminated, they would be subject to loss of deposit monies and potentially the note. She expressed she wanted to terminate, and that **** should speak to her husband about the deposit monies from terminating.

  -The Agreement of Sale does not permit buyers to simply terminate the Agreement.  It states that if the buyers do not perform their obligations under the Agreement, they will be in default of the Agreement.  It further states that if they do not cure that default, Toll is entitled to keep the deposit monies and pursue the promissory note.

  -Ryan  contacted ************** and let him know the options,
  --stay in Agreement and then sell once closed on property
  --stay in Agreement until closing date and then default
  --default on Agreement now and sign a release in exchange for Toll agreeing not to pursue the Note.

  -Toll presented ************** with a release that also terminated the Agreement, which said that we,
  -Toll presented *** ***** with a release that also terminated the Agreement, which said that we, “Toll”, would retain deposit monies of $42,500 but forgive the “Note” due at closing in the amount of $42,500. He agreed to this and signed the release.
  
  -*** ***** did ask if we would give him any of his deposit money back and Ryan mentioned that everything is looked at on a case by case basis, but we have the right to retain all monies as expressed in the release. There was no promise made or verbal agreement made that Toll would return any deposit monies. 

  -Release was signed by ************** on April 19th, 2022

  -Toll resold this home on June 14th, 2022 and closed the home July 15th, 2022 to a new customer.

  -Once the home was recorded as closed, ************** reached out to Ryan  to discuss return of deposit monies now that the home had closed with a new buyer.

  -Ryan  and ************** discussed on Thursday July 27th, 2022 that Toll would be retaining their deposit monies as per the release agreement. ************** said thank you and hung up.
  
  A ******** posting by ******************** shortly after **************** call with Ryan was the first notification that they were unhappy with the process, followed by this BBB complaint.  In accordance with the facts above and the Agreement of Sale, Toll Brothers will not be refunding deposit monies to ************** or ********************.  We apologize for any inconvenience.  Thank you.

  Customer Answer

  Date: 08/19/2022

  [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: In a verbal agreement, Ryan O******* said "If Tolls does not lose money on the sale of the home, IN GOOD FAITH, Tolls will refund our deposit minus any monies lost in the resale." I asked for this verbage to be added to the Release and he said he couldn't do that but said that Tolls would act in good faith. We trusted them. In fact, the property was re-listed, closed and sold for $50k more than our contracted price. After the property closed for $50,000 more, I called Ryan to ask for the return of our deposit as previously discussed. Ryan said "You signed the release; so we are keeping your deposit." If this conversation had not taken place, we would not have signed the release and allowed Tolls to re-list and keep said monies. 
  
  Regards,
  
  *******************