Complaints

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

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Toll Brothers, Incorporated has 118 locations, listed below.

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  Toll Brothers, Incorporated

  1140 Virginia Dr Ft Washington, PA 19034-3204

  
• 

  Toll Brothers, Incorporated

  916 Wandering Way Dr Waxhaw, NC 28173-8071

• 

  Toll Brothers, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

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  Toll Brothers

  60 Merritt Blvd Fishkill, NY 12524-2990

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  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:08/23/2022

  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.

  [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: 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: *************

  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.

  [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,
  
  *******************
  cks 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.