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:11/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Settled on home March 2023. Countless amount of warranty work has not been completed. After dozens of requests no resolution. **** also tricked me into bidding $650k for a lot premium.

  Business Response

  Date: 12/04/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with the sales process and warranty support.  We strive to provide an exceptional experience for our customers. As the Sales Team shared with you, home pricing (including base pricing and home site premium) is based on market conditions at the time of sale.  Your $650K lot premium was your bid and ultimately your decision to purchase the home. Base pricing has increased significantly since you purchased your home.
  
  Regarding warranty support, the Customer Care and Production Teams have trades ready to complete the repairs.  We are simply waiting for you to confirm availability for work dates.  With your cooperation, we will work with your schedule to make sure all outstanding items you have listed are addressed promptly. Please contact your Customer Care Representative directly to confirm availability for work dates. Thank you.  

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's been few months since we moved into our new construction home built by Toll brothers and we are experiencing serious structural and performance issues with floors exhibiting excessive bounce and walls vibrating on the second floor when someone is walking on the first floor. Despite numerous attempts to address the matter directly with the GC and his manager, I have encountered significant resistance and dismissal of my concerns . When asked about the lack of enough support underneath the joists with longer spans and the quality of the materials used . Instead of addressing the legitimate issues regarding the floor performance and structural integrity, I was met with ridicule and mockery. The rep made derogatory remarks ,suggesting, "Are you expecting us to put 300 support columns in the basement ? or do you want us to put joists made out of gold" along with alleging that I am exaggerating the problem. Issue #2 In every standing shower within our home , the sliding doors share a common issue of water leaking through the gaps between the glass doors, floor , and walls . These showers have been constructed with a narrow depth of 26 inches making them nonfunctional. Unfortunately, neither the General contractor nor their supervisor seems to be knowledgeable about the standard specifications for this house. Upon raising concerns about the same, the standard response was "shower doors are not designed to contain water , use a rug or manually wipe off excessive water after each use". such comments not only showcase a lack or professionalism but also indicate a disregard for customer concerns and a failure to take accountability for the deficiencies of their work . Given that a Luxury builder like Toll Brothers appears indifferent to performance issues and merely offers excuses , citing adherence to code standards , It raises doubts about how you distinguish yourselves from other builders in the industry. Looking forward for a resolution. Thank you.

  Business Response

  Date: 11/29/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with your floor and showers.  Our VP of Production & Quality confirmed that he visited and reviewed your floor concerns.  He also hired a third-party engineer to review your floor concerns and shared the engineers findings with you that the floor has been installed correctly.
  
  Regarding your shower doors,our Construction Manager as well as the shower door company have thoroughly examined your shower doors. They reviewed possible minor adjustments to improve performance and have determined that the shower door kits have been installed according to their design and performance specifications.
  
  Regarding the size of the showers, these showers were constructed according to the approved plans and local building codes. We provided the shower depth (roughly 30 inches from the wall to the shower door) and shower door model information, per your request .We do not have any available options to widen the showers in our secondary bedroom bath configurations.
  
  While we understand these are not the answers you were hoping for, we stand behind our responses.  Please contact your Customer Care Team with any other concerns.  

  Customer Answer

  Date: 11/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The third-party engineer solely inspected the i-joists to ensure they aligned with the plan and measured their deflections. However, the report doesn't specify the maximum allowable deflections for these joists. Despite raising concerns about excessive bouncing, the engineer acknowledged it but never mentioned anything about possible recommendations or any other solutions to minimize the bounce. This issue isn't limited to my house; several people in our community have complained about excessive bounce and inadequate support beneath long-running i-joists. There's a significant distinction between strictly following building codes and disregarding performance versus constructing a home that delivers superior performance. I've attached the report from the third-party engineer for your reference.
  
  Regards,
  
  ***********************************
  

  Business Response

  Date: 12/19/2023

  Thank you again for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with your floor.  However, we stand behind our previous response. The report provided by the third-party engineer shows that the floor has been installed correctly.  As stated in the report, The floor vibrations are not related to any measurable structural deficiencies. The floor joists fall within the manufacturers span charts for code design requirements. The vibrations are caused by the normal deflection of the joists. The floor vibrations can be more noticeable in or near areas where items are stored that vibrate and make noise such as dishes and glasses. Please contact your Customer Care Team with any other concerns.  

  Customer Answer

  Date: 12/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because you guys are simply pointing me to the same line in the report saying "it was indicated that the observed floor vibrations are considered within normal parameters"

  I have requested multiple times to provide information pertaining to the maximum allowable deflection as specified by the manufacturer for the joists used in our construction.

  I haven't got this information neither from the vp nor the construction manager. Please provide this information.

  I understand there will be some vibrations from where  the objects are placed on the floor but not to this extent. Appreciate it if someone from the senior management can come and experience this kind of performance by themselves and come to a conclusion. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are VERY tried and VERY upset with the kind of responses we get from the Toll Brothers customer support. There is a water leak in one of the bathroom since we moved in and we have opened several tickets related to that, the contractors came in to checkin without any resolution and when asked for the notes from the plumber I get crickets and Toll brothers cannot leave this ** in the air without resolving the issue. They take no pride in the work they do. I don't agree with the resolution they gave us to "close the shower door fully". Which I have told them several times that is not the case. The shower door is fully closed while in the shower. We seriously are so broken to see yesterday that framing is done so bad.. Maybe there was a damage on the floor upstairs during the construction, instead of fixing it properly while building it they covered with foam and put the carpet on top of it and when we walk in that area feel like there is big hole in the floor. The cabinets in the kitchen has a gap and the cabinets consultant explained that is because the builder did not install properly during the installation. The Quality and craftsmanship is so bad for the luxury brand and the price tag. Seriously feel helpless with this builder. The customer support is so bad they don't really seem to help the home owners.

  Business Response

  Date: 11/29/2023

  We thank ****************** for sharing his experience with Toll Brothers. We are sorry to hear about his frustrations with open items. The production team will schedule a time with ***************** to assess the open items mentioned in his BBB complaint. Toll Brothers takes pride in not only the homes we build but in our customer service as well.If ****************** should have any other concerns, he can contact the Area Production Manager directly. 

• Initial Complaint

  Date:11/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a house from Toll Brothers back in February. There are pre-walk though items that haven’t been resolved by Toll Brothers. They won’t even respond to our emails. 1. There is an upstairs barn door that was heavily damaged. The damage has been fix but door needs painting still. Toll has failed to respond the last half dozen times we’ve asked for this to be painted. 2. Kitchen floor needs to be refinished. Was damaged due to defective dishwasher that was leaking. Toll has already had the floor looked at. Contractor said we needed to wait until the fall. Toll has failed to scheduled the contractor back out. 3. Crack in main bath grout. Toll has tried to fix it a few times and it’s still cracked. You probably need to reset the affect title. Toll won’t respond to this defect. 4. Crack in wall above down stairs barn down. Was thought item. First attempt to fix didn’t work. It’s still cracked. Toll won’t respond to this issue. 5. Main shower glass is lose. Wasn’t installed correctly. Toll committed to having the glass company look at it. Still waiting. 6. There is an issue inside one of the kitchen cabinets. Was told they needed a different contractor to come out and fix. Toll hasn’t send someone to fix this and will not respond when we ask.

  Business Response

  Date: 11/29/2023

  We thank **************** for sharing his experience with Toll Brothers.  We are sorry to hear of his concerns with his pre-walk-through items. We have reviewed the homeowners complaint and all the items have been completed except for the repair of the hardwood flooring around the dishwasher.  This has been scheduled with the homeowner. Below are the details for each item.

  1. Painting of the laundry barn door was completed.
  2. ****** Floor has contacted the homeowner and scheduled repairs for hardwood flooring around the dishwasher which should be completed within the next few weeks.
  3. Main bath grout was fixed by **********.
  4. Drywall crack above the main level barn door has been repaired and repainted.
  5. Contractor Services of ******** secured the main level bath shower glass.
  6. ** ********* repaired damaged cabinet. 

  Our Director of Sales confirmed that there have been multiple conversations with the ******* and they should continue to communicate with the construction team regarding any other concerns. 

• Initial Complaint

  Date:11/07/2023

  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 went to Ca in early May 2023 and visited Toll Brothers ***** ******** condominiums in Fremont, CA.. We told the Sales Agent ***** *** that we also saw another similar unit for sale by owner that was lower in price. The Toll Brothers Field Rep said she could get us around that range by using a referral credit in which if a friend referred us to Toll Brothers they would get a 10K referral fee and they could assign that credit to us to effectively lower our cost to purchase. She even instructed us on how to write the assignment letter to Toll Brothers. Principally, because of this assurance,, we entered into contract with Toll Brothers on 5/16/23 for apprx $1.2 M. Now after signing the purchase agreement, the Toll Brothers VP of sales ***** *** who reports to **** ******** said that their Field Rep made a mistake and should not have told us we could get that referral credit. Our position is that we were given a false inducement to enter into contract. Toll Bothers (***** ***) admitted that their Field Rep made an incorrect representation to us but they refuse to honor it. We the customer should not be penalized for their Rep’s mistake and Toll Brothers as a reputable company should honor the words of their assigned Field Rep. Otherwise, this becomes a false/misleading inducement to get us into contract. The just resolution of this would be for Toll Brothers to either honor the commitment of their Sale Rep and provide us the $10,000 credit or release us from the purchase contract and return our deposited monies. This is the point of view I would like BBB to assist us with. I look forward to hearing from you as BBB has always been a fantastic consumer advocate in all my past dealings.

  Business Response

  Date: 12/01/2023

  Thank you for your inquiry via the BBB. We received the same inquiry from your attorney and it has been addressed by a Toll Brothers legal representative.  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a brand new home from Toll Brothers in April 2023. They promised that all issues would be fixed as they wanted to sell this unit ASAP. We were more than willing to work with them and they were able to fix many issues but not ALL. One major issue we are currently experiencing is regarding our HVAC system. We were promised that our foyer supply vent would be relocated as it is a known issue to not provide adequate heat. We have a work order stating that this issue would be resolved which I have ATTACHED. Once the work was to be performed, they put a stop on it and said they would do it another time. We didn;t understand why, but worked with them and said they can have **************** do it when convenient. This was in May 2023 and we are now in Novemeber. Toll brothers personnel ************************* and ******* ********* are now saying they will not perform the repair that they PROMISED. No reason has been given even though the fix has been made to prior residences and newer ones being built. This is also on top of many other issues that they are not attending to. I have attached a copy of the work order which they are now ignoring.

  Business Response

  Date: 11/21/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your issues with your HVAC system.  The Customer Care Director confirmed that your issue was reviewed with the HVAC installer and they determined that relocating the vent would not fix the issue.  In order to fix the issue, the dampers need to be adjusted to allow more air to flow to the existing vent.  This information was shared with you and you refused our offer to do the work.  Please contact your Customer Care Team if you would like to move forward with the damper adjustment or if you have any other questions. 

  Customer Answer

  Date: 12/11/2023

  This issue has not been resolved.

  Toll Borthers prmised ot move the air register per the attached work order.  We have not refused to have the work completed.  These are all lies.  They continue to promise but do none of the work.  Adjusting the dampers does not resolve the problem.  The only way to fix this is to move the register.

• Initial Complaint

  Date:11/05/2023

  Type:Order 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.

  Be careful on renting lower floor units, they're charging $1000 fee for transfer units even due to loud neigbor issues!I entered into the lease agreement on October 6, 2023, with the rental start date scheduled for October 28, 2023 for a property located at ******, Medway MA. Our experience since moving in has been disappointing and frustrated. On the very first day, we encountered disruptive and persistent loud noises emanating from our upstairs neighbors. Despite our attempts to address the issue directly with the neighbors, the problem persisted. Subsequently, we promptly reported the issue to the leasing office on the morning of the second day, seeking a resolution. To our surprise, the proposed solution was a transfer to another unit with a transfer fee of $1000. Unfortunately, no top-floor units were available, leaving us with limited options. Throughout this time, the noise from the upstairs neighbors continued. Despite filing multiple complaints with the maintenance team, none of the complaints led to any actions being taken. Desperate for a solution, we discovered a top-floor apartment that met our requirements, but the leasing office initially withheld this information. Only through persistent inquiry did they reluctantly provide details and offered a discounted transfer fee of $500. This offer came after four days of enduring the disruptive noise and additional stress. As the office stated, the process should be able to completed quickly and we could prepare for move in at day 6. Regrettably, our attempt to transfer to the new unit faced further delays as the leasing office informed us that the application process wouldn't be completed until day 9, despite having completed a background check less than a month prior. This extended delay and the subsequent extra transger fee are causing undue financial and emotional strain on my family. It is unjust for tenants to bear additional costs and endure prolonged inconvenience due to circumstances like this.

  Customer Answer

  Date: 11/10/2023

  Complain closed now

  Business Response

  Date: 11/17/2023

  Thank you for taking the time to share your experience at Hathon. We are sorry to hear about your frustrations with your initial apartment and the transfer process. The property manager at Hathon indicated they have worked with you to resolve the issues and move into your new apartment home. If you should have any additional concerns, we encourage you to continue corresponding with Hathons property management directly. 

• Initial Complaint

  Date:11/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022, I signed contract for new home build with Toll Brothers at new community of ****** located in Woodstock, GA. In total, they were given $68,453 for Earnest Money and a daily per diem amount prior to scheduled closing on Oct 31, 2023. Toll Brothers terminated the contract when the replacement lender and the closing attorney rescheduled for 2 business days later. This could have been avoided if Toll Brothers Mortgage had acted more professionally and in good faith. Toll Brothers Sales had written a $15,000 closing costs incentive into the Sales agreement contingent upon using Toll Brothers Mortgage to provide lending. However, Toll Brothers Mortgage's ***** ***** refused and declined to assist with the mortgage processing in June 2023. They cited not enough time to process the loan when given a premature late July closing which actually was moved into August due to non ready house. Instead, without finalizing an application, they referred me to their Preferred Lender ******** Bank and loan officer **** ******. After a month of complete unprofessional and continuing problematic dealings with Renasant Bank, I had to start all over again with a Mortgage Lender I had used previously. Toll Brothers Mortgage and Toll Brothers Sales offered this sales client absolutely no assistance in securing a loan for the purchase of this house. Their neglect was instrumental in the sale falling through. I seek complete refund of all monies given to Toll Brothers and out of pocket expenses in trying to purchase this house in good faith.

  Customer Answer

  Date: 11/03/2023

  I signed contract to have Toll Brothers build a new house at the community of ****** located in Woodstock GA in July 2022. I verified Sales description of the Exterior sides and back Elevations consisting of Brick Water Table and ***** ****** siding was included in the contract. The Brick Water Table side was present in all signed contract addendums until the last, where Toll Brothers removed the Brick Water Table as standard exterior enhancements. When questioned, **** ******, Regional VP of Construction admitted Toll Brothers changed the exterior plans at the last moments of planning. Their decision to remove brick water tables and not finish the bottom of the house slab was an effort to save construction costs in order to maximize profit. Another effect of this decision was to lessen the real value of the house. I was offered additional incentives toward closing costs but instead referred the matter to a Real Estate attorney. Toll Brothers sent the matter to their legal team who refused our demand for price consideration. I still followed the house build process but was rebuffed by Toll Brothers Mortgage who used the excuse of not having enough time of at least 45 days. They referred me to affiliated lender ******** Bank that Toll Brothers has an ownership stake in. ******** Bank's representative proved to be unprofessional, problematic and wasted time in securing a loan consideration. As I was set to close with my lender ********* Mortgage, Toll Brothers terminated the contract. I demand return of all monies given to TB as their contract stipulates here. (3) Seller declares this Agreement null and void, in which event, if Buyer has timely applied for a mortgage, pursued a mortgage diligently, and otherwise satisfied all obligations under this paragraph, the deposit shall be returned to Buyer, together with all sums paid on account of the purchase price and extras without interest, and neither party shall have any further rights or liabilities hereunder.
  
  Desired Outcome:
  Refund; Refund of Out of Pocket expenses of $1320 for Pre Drywall and Final Inspections and $705 Appraisal

  Business Response

  Date: 11/16/2023

  We thank ******************** for sharing his perspectives. We share **. ********* disappointment that he was unable to close on the home and are sorry to hear about his frustrations with the mortgage process and brick water table.
  
  Regarding the mortgage process, ******************** was given almost 3 additional months to close on the home past his initial scheduled closing date.  Toll Brothers also referred ******************** to ************* since they are known to offer a broad suite of flexible loan programs based on different credit ratings. ******************** decided to use a different lender instead. ******************** missed his closing date on July 31, 2023, and was sent a 7-day cure letter on August 8, 2023, giving him until August 15, 2023, to cure his default, which he did not do.  Toll Brothers then offered to let him pay a per diem to extend his closing on two separate occasions.  ******************* was given until October 21, 2023, to close, and was still unable to do so.  After the second per diem expired on October 21, 2023,  ******************* had defaulted due to failure to close on the home. On October 25, 2023, we notified ******************** that he had defaulted and his contract was terminated in accordance with the terms of the agreement.
  
  Regarding the brick water table.  Contrary to **.********* *********** nowhere do the documents indicate a water table was to be constructed for ******************** and there is nothing in the documents to suggest ******************** opted for the extra cost to include a water table when constructing the Property. Toll Brothers has sold approximately 70 homes in ****** and none of those homes have brick water tables. In addition, we do not offer a brick water table as an option for sale. If ******************** should have any other concerns, he can contact the VP of Production & Quality directly.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toll brothers built our home that is still under warranty. We experienced a leak in the water pipes with *** plumbing that were either improperly installed or a bad part and of no fault of our own. The leak damaged the upstairs ceiling of our bathroom, two adjacent bedrooms and the downstairs bedroom of our house. Toll brothers chose the vendors, parts and material for the house. After diagnosing the leak they claim it’s a water pipe issue and I am responsible for all repairs and have to now deal with the manufacturer of the pipe directly and my insurance. I bought a brand new house still under warranty, and it experienced a leak due to their choice of bad manufacturer…it makes no sense they would wash their hands of it and put it on me to do all the repairs (they have already torn out everything to diagnose). That is like saying the sheet rock or drywall or stucco is bad or any other part in the core construction of the house and using that as an excuse to tell me they are not responsible. I bought the house from them and they are responsible for the actions of their sub contractors especially as I am under warranty. They now left my house destroyed with walls torn out, carpet removed, drywall torn out … and are saying they will do no repairs for the leak are on me to pursue with their subcontractors. They are washing their hands of it (this is the 3rd leak) telling me to work with their new home builder vendors or go to my insurance. I am still under warranty! They need to manage the repair with their subcontractors as this is their contract with them and not mine. This is horrible and immoral service from toll brothers. They are an unethical company - they choose shoddy parts and labor, then when something goes wrong, sock it to the homeowner to deal with their bad vendors. I’ve been dealing with their customer care dept and this sounds like the worst most unethical customer care.

  Business Response

  Date: 11/17/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your leak.  The Customer Care Director has reviewed your service request details and your complaint to the Better Business Bureau. We are moving forward with making all necessary repairs, including fixing any damage the leak caused. We are working to complete everything, starting November 13, 2023. Your Customer Care Representative will continue to work with you until everything is completed. 

  Customer Answer

  Date: 11/30/2023

  Hi -I am good with this response toll brother has been completing the repairs. You can proceed to say this is answered and being solved.

  Customer Answer

  Date: 11/30/2023

  Hi - Toll Brothers has been helping to complete this going forward. You can adjust the status to say in process of being resolved. Thank you for all your help!

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our house 6/30/2023. Two weeks after moving in we had a problem with our counter top. They sent out workers to fix and they made it worse. Week later more workers even worse. They took the counter top off to their shop and returned with it 2 days later now it was cracked in multiple places worn down in one area that created a white patch and multiple white spots. I went and got the contractor for toll he said they would put it in temporarily so we could use our kitchen until they could make it right. A week later I got an email the damage that they did to my countertop was not covered by warranty

  Business Response

  Date: 11/04/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your dissatisfaction with your countertop. Our Production Team confirmed that after receiving your initial reported concern of markings on your countertop, due to a substance left on the countertop for an extended period of time, they contacted the installer who successfully removed the markings and repaired a small chip on the seam.  After the repaired top was re-installed, you noted small white markings on the countertop that you believed were not present prior to the initial installation. Upon inspection by the installer and Toll Brothers, these markings were determined to be typical of the material that was installed and no further action was taken. Please contact your Customer Care Team with any other concerns.
  
   

   

  Customer Answer

  Date: 11/17/2023

  What Toll is saying is completely ridiculous. They removed my countertop and when they brought it back it was cracked in multiple places and ground down so much in one area it changed the color in that area. Its not little white spots. Even their contractor said it was not right and they were only putting it back temporarily. As you can see from the pictures, they destroyed the countertop. And the original white areas was from putting 2 plastic containers on the countertop for 10 minutes. 

  Customer Answer

  Date: 11/17/2023

  Also the contractor for Toll was there when they tried to install the countertop and he said it was just temporary because it was not right. No one ever came out after that to look at it and 1 week later I was notified Toll would not honor the warranty for my destroyed countertop done by their subcontractor ****** *******.

  Business Response

  Date: 12/18/2023

  Thank you for your inquiry via the BBB. 
  We received a similar inquiry through *** and it will be addressed by a Toll
  Brothers legal representative. 

  Customer Answer

  Date: 12/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: Toll brothers is confused about what a warranty should entail. Obviously when your representative destroys something and the only reason we agreed to have it put back was because their General contractor told us it was temporary till they could do something to fix it. And now they forced me to take them to arbitration. The countertop is not the only problem we still have a code violation on our outdoor kitchen that has an exposed area of an electrical outlet!
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 12/29/2023

  Thank you for sharing your
  experience with Toll Brothers.  We are sorry to hear that you believe
  there is a code violation in your outdoor
  kitchen.   Since this is the first time any claim about a code
  violation has been made, please submit your claim through the Home Care Portal
  so our team can promptly inspect it. Please contact your Customer Care Team
  with any other concerns.