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, 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:10/13/2023

  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 the new construction (lot * in the community called ********** in Kenmore, WA) from Toll Brother’s May 26, 2022. We didn’t use the bathtub of the secondary bathroom because we were always using the master bathroom and there were no guests sleeping here. On Oct 11, 2023, we used the bathtub for the first time and it made very loud squeaky noise when stepped on. The noise is very concerning and indicates that the bathtub is not properly installed. The builder refused to fix it because it’s passed the 1 year warranty period. However, I do think the builder should fix it if it was due to an improper installation.

  Business Response

  Date: 10/31/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with the bathtub in your secondary bathroom. After reviewing, this is not the result of any obvious defect with how the tub was installed. A squeak can happen due to normal expansion/contraction and settlement. Since we received your request for this issue 5 months beyond your warranty period, the Customer Care Representative provided contact information for a vendor that could assist if you wish to have it addressed. Please contact your Customer Care Team with any other concerns.

• Initial Complaint

  Date:10/07/2023

  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.

  I pay over $1200/month for the rent living in **********************. However, they are not following the policies written on the lease. These are my problems.1. It is clearly written on the lease that they should pay reasonable effort to maintain the normal use of Internet. However, the Internet has not been improved since I moved in from last year. It gets disconnected multiple times every day lasting even for hours. Meanwhile, the signal of cell phones is so bad here that I basically lose any Internet access while the WiFi goes off. There are more than enough evidence supporting my point by simply asking anyone living here including staffs working here.2. I have deadly allergies to cats and dogs and it is written in my preference of choosing roommates (I have plenty of records from doctors). My roommate got a dog without asking me. And the office said they do not control anything that is not on the lease while they are breaching the contract.BTW, my roommates were stealing my stuffs which worth over $400. The office did not say one thing.I have tried to communicate with their staffs including the manager, they did not even try to help me even the problem is deadly.

  Business Response

  Date: 10/27/2023

  Thank you for taking the time to share your experience at **********************. We are sorry to hear of your frustrations with the internet service and roommate situation. The property management of ********************** indicated that your application does not list any allergies to dogs or cats, nor does it list an objection to living with a dog or cat. The property management also confirmed that after submitting a complaint regarding your roommates, they advised to you file a police report for any stolen items. In addition, they assisted you in transferring to a new unit as of October 4, 2023, and they have not received any additional complaints since you transferred. The property management does not have record of a complaint from you regarding the internet, but please reach out to them directly to resolve any future issues.

• Initial Complaint

  Date:10/03/2023

  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.

  I am writing to express my extreme dissatisfaction with Toll Brothers' complete lack of responsiveness and accountability regarding construction-related issues with my newly built house. It has been over two years since the completion of my home, and despite multiple attempts to seek resolution for various issues, there has been very little action taken. Despite having raised concerns about defective two-story windows and front doors, we were pressed by Toll Brothers to proceed with the closing on our new home to avoid accruing daily late fees. We were given assurances that the issues would be promptly addressed to our satisfaction. Regrettably, these issues remain unresolved. To make matters worse, during a particularly difficult time when my mother was in the ICU, Toll Brothers insisted on immediate work completion before leading to additional stress and heartache in our lives. We had hoped for understanding and compassion during that challenging period. Our experience with Toll Brothers regarding warranty work has also been disheartening. Our scheduled warranty appointments were repeatedly rescheduled by Toll Brothers employees, citing personnel issues. However, our frustration reached a new level when we submitted a ticket to complete the pending work. Shockingly, the response we received cited an "out of warranty" timeframe, despite two years of waiting and repeated promises from Toll Brothers to replace and fix issues. Regrettably, Toll Brothers has not upheld their end of the bargain, and I find myself living in a property that falls far short of the quality I expected when I made such a significant investment. I implore Toll Brothers to take these construction-related issues seriously and provide the timely resolution that is rightfully owed to me as a homeowner. I hope that this complaint will finally spur them into action to rectify the outstanding problems and uphold their reputation for quality and customer service.

  Business Response

  Date: 10/31/2023

  We thank ************* for sharing her experience with Toll Brothers. We are sorry to hear of her concerns regarding her doors and windows. Our Customer Care Representative contacted *** ***** and is waiting for her to provide a date to walk their home and review the open items.  We are committed to addressing her concerns. *** ***** can contact the Customer Care Team directly with any other concerns.  

• Initial Complaint

  Date:09/29/2023

  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 Raleigh Division installed a defective drain on my main sewer line to my home. It didn't not have a negative pitch as required by code. It happened the third time on the weekend, we called the most available plumber. We were able to get it fixed. Went to Toll to ask for reimbursement, they said yes but then higher up said No. Now they claim we signed the express warranty but it is defective from the beginning.

  Business Response

  Date: 10/16/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry you experienced this issue with the plumbing in your home.  Based on the information provided to us,a plumber cabled your plumbing line on 8/6 and provided a quote to repair the work that took place on 8/11. Toll Brothers was not made aware of this issue at any point between 8/6 and 8/11.  As per the terms of your Toll Brothers Limited warranty, Toll Brothers will not reimburse you for repairs that you make or pay for without first (1) notifying Toll Brothers of the problem, (2)allowing Toll Brothers to investigate and repair it as required by this Warranty, and (3) obtaining Toll Brothers prior written approval. While we understand this is not the answer you were hoping for, there is no further action to be taken on our part with your plumbing request. Please contact your customer care team with any other concerns.  

  Customer Answer

  Date: 10/29/2023

  This has not been resolved, toll brother refuse to corporate

  Customer Answer

  Date: 10/29/2023

  The express warranty does not void all warranty. I am willing to work with Toll brothers for partial compensation.

  They employed ********* plumbing to service our plumbing. Shortly after they fired them, their CS stated that. Also multiple neighbors said the service manager for ********* sent plumbers in training to perform work.

  The pipe was defective from the beginning. Toll Brothers and ********* has liability insurance and should make it right. It falls on the GC.

  If Toll said they can do it cheaper get me a quote to verify, and compensate us for t J at amount.

  This happened during the weekend, the contract states to call ******** in event of emergency. We did notify ********* but due to their departing work relationship they did not respond. 

  ********* is considered Toll brothers.

  Business Response

  Date: 12/13/2023

  Thank you, again, for sharing
  your experience with Toll Brothers.  We are sorry you experienced this
  issue with the plumbing in your home.  However, we stand behind our
  previous response. Toll Brothers was not made aware of this issue until after
  the repairs were made.  As per the terms of your Toll Brothers Limited
  warranty, Toll Brothers will not reimburse you for repairs that you make or pay
  for without first (1) notifying Toll Brothers of the problem, (2) allowing Toll
  Brothers to investigate and repair it as required by this Warranty, and (3)
  obtaining Toll Brothers’ prior written approval. While we understand this is
  not the answer you were hoping for, there is no further action to be taken on
  our part with your plumbing request. Please
  contact your customer care team with any other concerns.  

• Initial Complaint

  Date:09/27/2023

  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 took possession of a new home built by Toll Brothers on September 28, 2021. The home was in such bad condition that our agent advised that we not close, if at all possible. As we had already moved from our former residence we had not choice but to sign and move in. We have now been in the home for two years and although much of the work has been completed, there are many punch list items that are still open and we are now a year beyond our original warranty period. The builder will send someone out to see what needs to be done, tell us they are ordering parts or supplies, and months later return with only part of what they were supposed to bring. An installer or vendor will come and often only complete a portion of the work. Currently, much of our garage space is taken up with cabinets and parts, such that only one of our cars can use the garage.After two years, we still have unfinished cabinetry, counter top repairs, plumbing & electrical work, tile work, windows, doors, drywall, stucco. We are tired of living in constant upheaval and not knowing when our home will be finished so we can enjoy it.

  Business Response

  Date: 10/22/2023

  Dear ******************,

  Thank you for taking the time to provide feedback about your homebuilding experience at Toll Brothers at Sterling Grove. Our goal is to provide an excellent customer experience and to do the right thing by those who have invested in Toll Brothers. According to our records you have been working closely with our Customer Care Representative ***************** to complete the list of remaining warrantable items in your home.
  Please accept our apologies regarding missed or incomplete appointments and the continued delays you have experienced. We have faced numerous challenges over the past few years, building during a time where trade delays, manpower, and material shortages have had a detrimental effect on the home building industry.
  This in no way is an excuse for the shortcomings but is meant to provide transparency with the challenges we are navigating through as we work to resolve the open warranty items in your home. Our records indicate that we have a scheduled inspection of your home on 10/23/2023 to review the remaining items. We look forward to receiving feedback from that inspection and to expeditiously completing the remaining warrantable items in your home.
  Toll Brothers is committed to delivering upon our promise that was made to you when you originally purchased your home. We thank you for your continued patience and for being a valued Toll Brothers homeowner.  

  Thank you,
  ************************* | Toll Brothers Director of Customer Care 

• Initial Complaint

  Date:09/27/2023

  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.

  Closed in Oct 2022 so I am coming up in my 1 year warranty. I had a third party house inspection and opened tickets for each category to get addressed. Toll Brothers Warranty rep came onto site for inspection of warranty claim. There were items that were denied it being under warranty language. Also I am only able to reach out to the Toll Brothers Warranty manager via email (what manager is only email facing). A chunk of corner (greater than the measurement listed in the warranty document that a Toll Brothers Warranty rep keeps referring to) in the foundation is missing. There is a crack in the staircase landing that was deemed "cosmetic". Caulking of some exterior points needed to be recaulked.

  Business Response

  Date: 10/20/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with our warranty process.  Our Customer Care Manager confirmed that your Customer Care Representative met with you to complete an inspection and then reviewed what items were warrantable and also what items weren’t warrantable. Of all the items that were submitted two of them were not warrantable (1) the staircase landing. (2) exterior foundation corner crack. The Customer Care Rep explained the reasons the two items weren’t covered at this time under the warranty and we stand behind those decisions. Please contact your Customer Care Team with any other concerns.    

  Customer Answer

  Date: 10/23/2023

  [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:
  At the time of signing and as marketed and as part of the warranty coverage, we were informed that would be addressed. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/07/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your continued concerns with our warranty process.  Our Customer Care Manager will contact you to schedule a meeting with the trades to review your concerns.  Please contact your Customer Care Team with any other concerns.

  Customer Answer

  Date: 12/13/2023

  I will be awaiting to hear what the business has to respond with. I am not comfortable nor satisfied with their response yet. I have created the ticket to log the issue back in October 2023. I will be out of pocket from January 2024. 

  Customer Answer

  Date: 12/13/2023

  I do not feel comfortable nor satisfied with their response. I do not want this ticket to be closed and lost in their system. I will wait for their attempt but time is ticking. 

  Customer Answer

  Date: 12/20/2023

  [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:
  No one has reached out to me and provided a firm solution with action plan. I will be out of pocket starting January 2024. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/28/2023

  Thank you for sharing your experience with Toll Brothers. We apologize for the delayed response. Our Customer Care Manager and Representative, along with the vendor, met with you today to inspect your concerns. We will take care of the repair once you provide your availability.  

  Customer Answer

  Date: 01/11/2024

  Hello,

  Sorry for the delay. I've had to deal with family relocation post holidays since January 1. I am finally getting settled to be able to comment on this. Could we reopen this case? I have recevied verbal commitment on their part but no physical action from their side. 

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven’t even closed on my house yet, it’s currently being built by Toll Brothers. The issue is regarding a kitchen cooktop that toll brothers offered as an upgrade. The issue is that toll brothers offered a ******* *** cooktop as an upgrade which is smaller in depth than the default option & probably the smallest 36” cooktop available in the market in terms of depth. There are 2 serious problems with this cook top. 1) Its so small that one cannot simultaneously use more than one pot/pan on each side because of the depth being so small ( picture attached for reference). 2) This might as well be a Major Safety Issue/Concern. The bigger burners are in the front of the cooktop & when you put a 12” pan it covers the turn knobs (picture attached), so one can burn their hands or spill something & something drastic might as well happen. This is probably the worst design that ******* *** might have made but toll brothers shouldn’t be offering this as an upgrade for an extra cost to anyone. Toll brothers never mentioned the depth of the cooktops during design appointments, all they tell you is it’s a 36” cooktop & as 1st time home buyers one wouldn’t know how it looks like until it’s installed. As I’ve mentioned above, my house is still under construction. I’ve explained & requested them to replace the cooktop, while I was ready to bear the expense for a better cooktop option available from their options. After having multiple conversations for 3-4 weeks with Build Manager, sales associate and the Area Sales Manager everyone outright refused to provide any assistance to make the change. The company is more concerned about the Closing time lines than Safety & Customer Satisfaction. Hope someone higher up the chain will understand the severity of the situation & resolve the issue soon and make sure this doesn’t happen to anyone again.

  Business Response

  Date: 10/02/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with the depth of your cooktop.  During the selection process, we provided you with a photo of the cooktop, similar to what you attached to your complaint, as well as the cooktops model number.  The VP of Sales confirmed that your concern was discussed and fully considered by our team and we stand behind our decision.  As the cooktop in your home is installed per your selections and your settlement date is coming up soon we will not make this late change. Please contact your Sales Team with any other concerns

  Customer Answer

  Date: 10/05/2023

  I was expecting a better response & resolution  from Toll Brothers. Rather than addressing & resolving the issue it has become a norm for TB to bypass the issue instead of providing a solution. 
  
  Yes TB has provided a picture & gave the model number, it doesn’t mean every person buying a toll brothers home need to first visit individual stores for each product and figure out how the product is going to look like after it’s installed (there was no physical sample model present at the design center selection process). I totally blame TB for providing this Cooktop as an option in the first place also an upgrade for an added cost. 
  
  If you do not care about serving a customer to their basic satisfaction before closing their home, in my opinion TB doesn’t fall under the definition of a Premium National Builder. It’s not a major structural change to the home & I was ready to bear the cost for the change, takes less than a day to complete the swap, but still TB don’t care about if the customer is satisfied to their basic needs before closing their home.
  
  I expected that TB would respond this way because they wouldn’t care about their customers satisfaction before closing on the home.
  
  Will definitely have to suggest friends & family to find a better builder for their purchase or any of my future purchases. 
  

• Initial Complaint

  Date:09/07/2023

  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 our new home and moved in last October after it was built based on a model that we chose. It took three months and multiple requests to receive a welcome package. The site for our home was used by Toll Bros to put their construction trailer on. They dragged it off and gouged and scratched the concrete for the garage floor. They ignored this damage and built the home. We called out the damage immediately and it was power washed twice which did not fix the issue. They are refusing to do the right thing and correct their damage which will devalue the home. Aside from the damaged garage floor and a crack in the foundation the home has had innumerable quality issues and time wasted on our part addressing them. The bathtub and shower was installed incorrectly. One of the toilets on the upper floor leaked. Door knobs were installed backward or offset. The spot for the fridge we were recommended to buy is placed beside the wall so it is not possible to fully open the french door to the freezer. The washer and air con cannot be used at the same time without the breaker popping. Electric cars cannot be charged without the breaker popping. The painting is sloppy. The landscaping died or did not grow properly. We were sold on a gazebo in the backyard and it was installed with the removable plastic on the metal roof panels which is now bubbling and coming off. This gazebo costs approx $2,000 USD at ****** and we were sold it for $16,000 with installation. When the contractors who did this were sent to our home they indicated that the neighbors also had the same issue and they are not complaining. When we try to get customer or warranty service it is almost impossible to get anyone and when we do they drag matters out for months or send vendors or contractors who don't know about the issue at hand. We were recommended to Toll Bros as a luxury builder and we cannot in good conscience recommend anyone buying a home from them. It has been a very negative experience.

  Business Response

  Date: 09/28/2023

  We thank **************** for sharing her experience with Toll Brothers.  We are sorry to hear of her concerns with our follow-up.  We have reviewed the homeowners complaint and these items have been addressed by our Sales, Construction and Customer Care Teams. Please review the details below and **************** can contact her local Customer Care Team with any other questions or concerns.
  
  We apologize for the delayed welcome package.  The Sales Consultant did attempt on several occasions to deliver the package.
  
  The Customer Care Director confirmed that a vendor pressure washed the concrete floor and also patched a couple of small chips.  No further action will be taken at this time. The foundation crack appears to be a hairline crack that does not require any further action at this time.
  
  The placement of the refrigerator was verified to be correct per plan. An electrician visited last week and was able to correct the outlet issue.  Lastly, it was determined that the roofing panels on the gazebo would be replaced. Parts are on order and are expected to arrive soon.
  
  The other items noted in the complaint were previously addressed by construction and customer care. We have responded to each claim and warrantable items have been addressed in line with our limited warranty standards.

• Initial Complaint

  Date:09/07/2023

  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.

  In August 2020, we met with a sales associate from Toll Brothers to discuss purchasing a lot and building our dream home. There were multiple lots in The Manors at Lake Ridge neighborhood and the sales associate from Toll Brothers ensured us on many separate occasions that none of the lots would have water runoff issues. My wife and I closed on our $825,000 home on June 28th 2021. On August 16th 2021 we raised our 1st written concern to Toll Brothers about the water drainage/runoff along with many other issues that were supposed to be fixed prior to closing but never were. Toll Brothers took care of the majority of the issues, but never fixed the water runoff problem. Toll Brothers sent a land scaping crew to our home a few times to assess the issue. When I spoke to the landscaper he mentioned that the yard was improperly graded and there are neighborhood drainage pipes that end in our yard which is why we are experiencing substantial water pooling. The landscaper also said that adding French Drains would likely fix the issue but he would need Toll Brothers to sign off on that before he could proceed. Instead of fixing the right way the first time Toll Brothers decided to go the cheaper route and told the landscaper to only put down sod, straw & seed which NEVER fixed the problem. I've mentioned multiple times in emails that adding French Drains would address the issue but they chose to ignore. Here we are two years later with a completely unwalkable muddy yard and now we are being told by *********************** that this is a home owner issue since we are past our warranty timeframe. I have 50+ emails from Aug 2021 to Aug 2023 where I continuously complained and pleaded for resolution to the water runoff problem and can provide all of them to you as proof but due to size restraints I can only attach a few that proves my timeline. I am filing this BBB complaint as a last result for Toll Brothers to do the right thing and address the problem once and for all.

  Business Response

  Date: 09/26/2023

  We thank **************** for sharing his experience with Toll Brothers.  We are sorry to hear of his concern with his yard drainage.  We have reviewed the homeowners complaint and provide the following response.
  
  The home close date was June 28,2021.  Our team was first officially notified of his yard drainage concern through our customer care portal on 8/23/2021.  **************** mentioned that he was informed by a landscaper that his yard was improperly graded and that there were neighborhood drainage pipes that end in his yard.  There are no such pipes that end in his yard. 
  
  Toll Brothers warranty covers standing water issues that occur 48 hours after a rain event. The area of *************** concern pertains to the swales that were graded into both sides of his property.  This is a common practice with any new home construction to allow water to flow away from the home.  Given that these swales or channels are designed to carry away most of the water from the property, it is not uncommon to have these areas remain damp even after the 48-hour period.  These swales were inspected and found to have the proper fall to allow water runoff.  Given this reason, this issue was and is deemed not warrantable by Toll Brothers.  
  
  As a courtesy, Toll Brothers installed seed and straw in an attempt to assist **************** with his issue, as he stated.  We then later re-sodded the areas of concern after **************** submitted another informal complaint by email. 
  
  On August 24th 2023,A Toll Brothers representative went out, along with our contracted landscape company, to inspect the issue again after receiving another complaint from ****************  At the time of inspection, there had not been a significant rain event for almost a 2 week period, yet it was found that **************** swales were indeed still wet.  With further inspection, it was found that **************** and his neighbors were over-irrigating their yards, which was causing continuous water run-off.  This issue is deemed not warranted by Toll Brothers, however, as a courtesy, we are willing to work with **************** to install a drain system on either side of his home to assist with this issue. 

• Initial Complaint

  Date:08/28/2023

  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.

  New residential property in ************* community, Aurora, 2022.Overwhelming number of very significant issues found due to the poor workmanship & poor quality of materials probably under Covid 19 period? However, it has been a nightmare as home owner to deal with Toll Brother's builder's warranty due to TB's lack of willingness and professional knowledges to find out the causes and resolve the issues. They've kept saying it's built per spec, however, many cases turned out not properly installed or dealt unprofessionally. The outstanding issue: The hardwood floor throughout the house is loose and shaky like earthquake, dishwasher rattling, the glasses and dishes rattling in the dining table and kitchen island from several feet away of light walking, feeling bouncing while sitting in chair under light walking, etc. Some of the area in floor is already sinking a little bit over a year of very light usage. The engineer came to measure and provided solution to reinforce the floor, which didn't work. And Toll Brothers refuses any further action to fix.

  Business Response

  Date: 09/11/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with your hardwood floor. Customer satisfaction is a top priority. After reviewing your concern regarding the flexing floors, Toll Brothers had the engineer of design visit the home to ensure it was constructed per their recommendations and building code.  During their inspection, the engineer took several measurements with instruments designed to detect deflection in building materials.  When evaluated against code and manufacturer specifications, it was determined that the flooring system was installed per their design and performing as intended.  There were recommendations made to address minor gaps between the joist flanges and roll blocking and those repairs were made.  Our team is committed to ensuring our homes are constructed with the highest quality while meeting local building codes and engineering specifications.   Please contact your local customer care team with any other questions or concerns.      

  Customer Answer

  Date: 09/12/2023

  [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:
  

  1. I can't accept that it's the way the floor is when the dishes, water glasses, even plants on the heavy pot on the very big kitchen island (5ftx9ft) rattle for less than 130lb person walking even from 4-5ft away?

  2. I can't accept that it's the way the floor is that you feel bouncing and footsteps on the chairs (countertop chairs and dinning chairs) when light weight person walk around the kitchen island and dinning table.

  3. I can't accept that it is the way that the wine/water glasses, utensils on the plates are rattling and shaking on the dinning table when a light weight person walks around and feel bounce every steps other people make around the table. The Colorado Tollbrother's warranty manager said it's dinning table, which doesn't make sense since the table not even touched. 

  4. Warranty manager said that the my house mode l(*******) has all like this kind of bouncy floor. To me, this means DESIGN FAULT. I am willing to do survey on the ******** neighbors who have same model to see if this is the case or visit my neighbors in person.

  5. As the TB responded, since the builder acknowledged the our floor is looser ,they did put small extra piece of medal to fix this issue, however, it didn't make any difference. Then they should apply to different method to fix.

  Here's the video I took: 

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

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

  Business Response

  Date: 09/21/2023

  Thank you, again, for sharing your experience with Toll Brothers.  We are sorry to hear about your concerns with your hardwood floor. We want to ensure you that our team reviews your concerns earnestly.  We had our Production Manager meet with you last week and we stand behind our previous response. Toll Brothers had the engineer of design visit the home to ensure it was constructed per their recommendations and building code.  During their inspection, the engineer took several measurements with instruments designed to detect deflection in building materials.  When evaluated against code and manufacturer specifications, it was determined that the flooring system was installed per their design and performing as intended.  There were recommendations made to address minor gaps between the joist flanges and roll blocking and those repairs were made.  Our team is committed to ensuring our homes are constructed with the highest quality while meeting local building codes and engineering specifications.   Please contact your local customer care team with any other questions or concerns.