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

  43089 Ryan Rd Unit 107 Suite 107 Ashburn, VA 20148-6768

  
• 

  Toll Brothers, Inc.

  10800 Sikes PL STE 100 Charlotte, NC 28277-8135

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  Toll Brothers, Incorporated

  141 W Main St Westminster, MD 21157-4445

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  Toll Brothers

  60 Merritt Blvd Fishkill, NY 12524-2990

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:08/16/2023

  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.

  When purchasing a Toll Brothers home you are assigned a member of their design team. This person is identified and an expert in home design knowing every aspect of your newly purchased home. They steer you to what is available and what options work best. We detrimentally relied on this expertise. Specifically, we asked the toll brothers agent what products were available for the bathrooms and she presented us with a few options. All slabs for the bathrooms. She never said this does not fit, this really won’t work, if you select this it won’t fit and you will have to deal with the ramification. Nothing. In fact one of the bathrooms you cannot even lift yourself out of the tub as the slab extends into the bathtub. Not only is it dangerous I makes it impossible for anyone with a disability or senior to get out. Throughout the construction we visited the home with tolls designated agents at specific stages. The home was always covered with remnants of food the agents had eaten. The food was covered with roaches. Feces were overflown in the toilets, baby wipes were left in every bathroom and had been flushed down our new plumbing. When we called and reported this we were told “sorry you had to see that.” This behavior never changed, more greasy food on new counters leaving visible stains on them. Cracks on marble, grease stains on floors and counters, etc. When you walk the property and mention all of these issues we were told “don’t worry this is why you meet with warranty before you move in. All that is covered.” This is a direct statement to mislead and coerce the buyer to sign and move in. As the agents of Toll Brothers have no intention of ever correcting these issues. Instead they write you and state, “unfortunately. This is not covered.” After saving your entire life and buying a home you think toll brothers would have more respect and decency for the buyer. However, time and time again we are spoken to in a derogatory way and told to deal with it.

  Business Response

  Date: 09/09/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with your tub wall and the condition of your home during construction. Customer satisfaction is a top priority. Your construction manager will contact you to discuss possible resolutions for your tub wall.  The cracked tile at the front door was replaced and your countertops had a final touch-up for the orientation.  All items from the walk list were completed.
  
  Your construction manager confirmed that he accompanied you and your mother on most of your visits and you were pleased with the condition of your home. While trades do occasionally leave debris, our homes are cleaned daily.  There was one time that our team received a message that you viewed food debris and it was cleaned in a timely manner.  Please contact your Customer Care Team with any other concerns.

  Customer Answer

  Date: 09/12/2023

  Again,

  the facts are ***** was noticed over and over about the issues in the home. ***** said, "No need to catch everything we know this and that is why you will meet with warranty before sign off so you can direct issue you find after closing. Adding anything to my list will cause me to lose my bonus. Now if ***** does not receive a bonus per closing then that is easy enough to verify. We never want to cause anyone a financial hardship and therefore allowed him to leave several items off the list. That is the absolute truth and anyone that knows me knows I would never comprise my hard working money to allow someone to get a bonus if for one second I was not told these items were so small and would be handled by ***** and warranty."

  its absolutely absurd. Buying a home is exciting. We wanted the home hence we purchased it. However, poor workmanship graffiti on the interior of our walls half cleaned and evident with the work AMOR sprayed painted in red is nothing short of negligence and lies. 
  

  the builder did respond back to me. I have attached what was said. in short, the response was.
  

  We have decided to do nothing you picked the material.

  You may believe customer service is of upmost importance but it is evident you don't instill it down stream  

  The graffiti on the wall I was told they would paint one side of the wall which leaves the other side a different color  why should we have to settle for graffiti and mismatched walls because ***** did not care graffiti was on the wall? Their agent actually says they are providing me a courtesy as though we tagged our own wall  

  I have attached the response from customer service  as well  

  it really has to do with poor treatment all around  the men you employee do not like to deal with women and that is unfortunate  working educated women account for numerous heads of  households  

  when I reported water had filled an entire room and soaked through the wall and carpet the men said, that is impossible are you sure one of your kids didnt drop a bottle ? Although none of my kids have a bottle and have not since Jan. 2023 and the leak was summer of 2023  they insisted my child dropped (an 8 ounce bottle and that flooded an entire room)

  they kept on insisting it was impossible  

  well guess what the shower leaked the weep holes were filled with tar and my walls were left cut open for months  

  Nails in a disposal I was told did you know nails cannot go down a drain?

  literally, it was construction material left by negligent workers  

  I have photos of everything and time and time again because I am a woman I was met with absurd accusations  and denial  until proven correct by a third party vendor  

  the tub was the final straw  my elderly family members require assistance getting out of the tub as there is no where to place a hand or arm to lift out of a tub and being told to go pound sand after being offered the design and material by their agent is absurd  

  no one calls because no one cares  

  new homes are being constructed directly behind me and I tell everyone buy Pulte their employees work or lack thereof is unfathomable and unless you plan on spending (a minimum of 100k) to correct real issues) not upgrades  don't buy from toll  

  I implore anyone to just read the messages form customer service and see the way we are spoken to and let me know if you feel customer service is important to these people we are forced to deal with  

  my counters still have chips and cracks and stains  so regardless of asking your employees who have a vested interest in their job  just see what workers left in counters that cost 10s of thousands of dollars  

  thank you for your time but I am happy you have responded even if it does nothing to prevent an abusive misogynist staff from treating anyone that looks different than their average Anglo married husband and wife poorly.    Every time an employee from Toll shows up they find the one man in the house to talk to  it could be the Amazon delivery man and they start saying well the reason. Assuming they are the homeowner  it really says it all  

• Initial Complaint

  Date:08/15/2023

  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.

  am writing to express my serious concerns and frustrations regarding my experience with the ***************** Community in Palm Beach Gardens, FL. My interactions with Toll Bros have been marked by disappointment, unmet promises, and a lack of empathy from their Team at ****** My spouse and I signed a contract on July 7th, 2022, with the understanding that our home would be completed within twelve to fourteen months, aiming for an August 2023 finish date. Recognizing the potential for delays, we sought guidance at our onsite meeting in May from our construction manager, ****, who assured us that renting an interim place until mid-October would be more than sufficient. However, after persistent inquiries, the project manager informed us yesterday that the closing date would be pushed back to November. This abrupt change leaves us in a difficult position, as we are unable to extend our current lease and now face the prospect of yet another move. What troubles us most is the deplorable attitude displayed by the company throughout this ordeal. Rather than showing empathy and understanding, their default response has been to refer to the contractual timeline of 24 months for construction. This approach completely disregards the significant impact such delays have on customers, particularly in situations like ours where relocation plans were based on the initially communicated timeframe. Furthermore, I must address the issue of the primary shower tiling. The quality of the tiling is far below what was expected, deviating significantly from the design center samples and even the image presented in our contract. Despite being initially blamed for our tile choice, subsequent discussions with our sales representative and the current construction manager, as well as documented communication, in the form of a text. Quote: "We’re on this, ****. Both of us agree with you and we are working on it. Don’t worry!" I reached out to Toll Brothers' headquarters and was directed to contact Mr. Alex Martin at the regional office. I left a message and the call was returned by an "executive assistant" no name given. I was in a meeting and the call went to voicemail. Despite leaving multiple messages, I have not received a callback. This lack of responsiveness only adds to our frustration and leaves us feeling unheard and unsupported in seeking a satisfactory resolution to the these issues. At this point, my wife and I are apprehensive about potential retaliation from Toll Brothers due to our decision to raise these concerns formally. However, we are resolute in our belief that our rights as consumers should not be infringed upon, and we refuse to be silenced by intimidation. In conclusion, I am reaching out to the Better Business Bureau in hopes that you can mediate this matter and help ensure that Toll Brothers upholds its commitments to its customers. We simply want the home we were promised and the quality we paid for, along with respectful and attentive customer service. Thank you for your attention to this matter.

  Business Response

  Date: 09/07/2023

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear of your frustrations with your bath tile and closing date communication. 
  
  While our community teams typically provide weekly updates to all of our customers, your contract with Toll Brothers states that closings are scheduled in writing by a member of our closing team. Firm written closing dates are communicated 30-45 days prior to closing. Based on our records, we have not formally scheduled your closing in writing. 

  On August 22nd you contacted Toll Brothers seeking to speak to ********************* (Southeast & Southwest FL Division President).  Due to prior commitments, **************** was unavailable, however, *************************** (Vice President of Sales) contacted you the same day.  You discussed your concerns regarding the primary bath wall tile installation and a plan to remedy your concerns was agreed to.  As a result, this item is being addressed.  
  
  ******************** also discussed your concern regarding your closing date.  You communicated to ******************** that you would prefer to know the worst-case scenario so that you can plan accordingly.  The team continues to provide you with regular verbal closing updates and we will schedule the closing in writing at the appropriate time.   
  
  The Toll Brothers team has addressed your concerns.  However, if there are any other items of concern, we would be more than happy to address them immediately upon receiving the details

• Initial Complaint

  Date:08/14/2023

  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 closed on a home from Toll Brothers Idaho in July of 2022. A medicine cabinet they installed six inches from our sink developed water damage over the course of a year because we didn’t know it was never sealed. We called it in to their warranty department and they refused to cover the damage despite the fact that it was caused by an incorrect installation. This is how we discovered that their deceptive term “paint grade” cabinetry meant MDF Veneer and NOT an inexpensive solid wood as we had been led to believe. We were also told we couldn’t wipe down the cabinetry without voiding the warranty AFTER it was installed. This information should have been provided during the design process, NOT afterwards. This is only one of many deceptive practices Toll Brothers has engaged in with not just us, but other families they have sold homes to. It is my intention, by submitting this complaint, to put pressure on them to be more responsible and stand by the quality of their products. We also want to warn others who are considering buying a home from Toll Brothers Idaho of what they can expect

  Business Response

  Date: 08/28/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your dissatisfaction with the vanity cabinet in your primary bathroom. Our team has verified that your cabinet was installed correctly according to standard specifications. Cabinet care guidance was provided in the welcome binder. Water damage is considered a homeowner maintenance issue and is not covered by your warranty. Our customer care team has provided you with the contact information necessary to seek repairs from the manufacturer.  Please contact your customer care team with any other concerns.  

• Initial Complaint

  Date:08/08/2023

  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 signed a purchase agreement on 5/10/2022. I went through 9 months of **** after Toll Brother's broke ground. I have more photographs and emails memorializing the smoking incidents, the gashes around 1/2 to 2/3 of my faceplates that were installed and of the other items I have listed on my timeline (that I am still working on). -- TB needs to replace the cracked concrete floor in my garage that has holes, discoloration and what appears to be water spots or other marks that are not supposed to be in a brand new luxury townhome. ----The cabinets that were vandalized prior to my moving in have been partially replaced.and/or painted or not yet replaced. They should all match and look good but they don't. I would like for TB to compensate me for them..--Multiple texturing & paint issues & unpatched holes throughout the house. Also, there is cracked paint in several areas. I would like for TB to compensate me for this issue.--Baseboard not the correct color on step to powder room on second floor, and baseboards that have imperfections --Electrical issue with circuit breaker and lights immediately resetting after I had a leak in my roof on 6/30/2023 and water coming out of the light socket in my master bedroom. --LPV planks popping up in foyer. Also, several planks that I did not see until I moved in were scrateched.--Bull nose on step leading to powder room has two nails sticking up that needs to be replaced.--Caulking forr everything in the house needs to redone. Caulking around windows is cracking. --Several windows need to be replaced.. -- Frames damaged around windows on my deck. Frame loose on small window in living room.--Clean and patch drywall and grease stains in garage mechanical room.-- Cracked 2x4 above garage door needs to be replaced.--Doors in garage need to be painted.--Large gap south side of garage door needs to be fixed.-- Extra hole drilled near light fixture on back of home needs to be fixed correctly..

  Business Response

  Date: 08/24/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your frustrations with the home building process.  We are actively working to address your concerns in accordance with our Limited Warranty and our Standards of Performance.   There have been some challenges with scheduling the trade partners to fit within your schedule along with time frames provided for work to be completed.  In addition, not all concerns fall within the scope of our Limited Warranty. However, we stand by our obligation to provide excellent warranty service and make necessary repairs for those concerns that do not meet the Standards of Performance.
  
  When you closed on your home,there were outstanding items that have been addressed.  As new concerns are identified and communicated to Toll Brothers, we will continue to address them in a professional and timely manner to ensure your home meets the Standards of Performance requirements with the overall goal of delivering you a quality home.  Please contact your local customer care team with any other questions or concerns.  

  Customer Answer

  Date: 08/28/2023

  Last week I spoke with the local Toll Brothers office.  The Division VP advised me that they would be contacting me this week to schedule some repairs and to inspect some of my concerns.  I do not want to accept Toll Brothers' response until they follow through with what they have promised to do.

  Customer Answer

  Date: 09/08/2023

  Toll Brothers is working with me to schedule repairs.  However, since all of the scheduled repairs have not yet been completed and resolved to my satisfaction, I do not feel comfortable providing a response.  I have made myself available in the past to have work completed.  However, Toll Brothers did not get all of it done on scheduled the dates in July 2023.  They said that they would reschedule but to date several of the items that need to be repaired are pending.

• Initial Complaint

  Date:08/04/2023

  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.

  My dream home purchase has turned into a nightmare and I feel completely taken advantage of, lied to repeatedly, and left to face an impossible situation potentially losing all of my 80K in earnest money for a new home.  We purchased a home at *** ***** at *** **** in Duvall, Washington.  While knowing the home was likely overpriced, we were told by sales manager that if the house did not appraise that Toll Brothers would work with us and lower the price to close the sale.  We have experienced quite the opposite.  Our home sold to us for 90-100K more than two of the exact same model/floor plans that closed on their homes with the last few months.  The appraisal came up 55,000 below the contract price despite only 11,000 in upgrades.  Toll Brothers is adamant that they will not honor the appraisal and insist we pay the contract price, despite our lender no longer approving our loan amount due to the low appraisal.  I even spoke with the Vice President of Sales, on 7/12/23 over phone and he was refused to lower the price of the home to match the appraisal.   Our contract is extremely unfair and offers no buyer contingencies or appraisal protection.   We have been completely taken advantage of and there is no other explanation than pure greed.  They refused to help us close on the sale based on appraisal value price which would still be 50k more than the exact same floor plan that closed recently.  Toll brothers is squeezing us to pay the appraisal gap of 55k.  They won’t even try to meet us half way. Toll brothers has been apathetic and cruel throughout the process.  They don’t even care about the impact on buyers when situations like this arise. I told the VP he needs to understand sales agents are making false promises.  That’s dishonest and unethical and I hope no other family has to experience what we are going through.  

  Business Response

  Date: 08/10/2023

  August 6, 2023

  Dear ******* *****;
  

  This letter is in response to the concerns raised by ****** ******, complaint ******** which was submitted against Toll Brothers and its ***** at *** **** community in Duvall, Washington.
  

  We understand the customer was unhappy with the appraised value of the home, which was below the agreed upon purchase price with Toll Brothers. This customer initially purchased a home with Toll Brothers on May 22, 2022, and then transferred to a lower priced home March 17, 2023. This is the transaction that they reference in their complaint. Transferring to this home benefited the buyer with a lower purchase price and an earlier move-in date from the original home that they purchased. The
  customer is correct, the Toll Brothers purchase and sale agreement does not have an appraisal contingency. When the initial appraisal was issued, Toll Brothers challenged this value and made the customer aware of our concerns with the errors in the appraisal, but the lender would not reconsider the value. Toll Brothers also offered to allow the customer more time to close and seek out another lender that may recognize the appropriate value in the home. The customer elected not to do this and requested that Toll Brothers reduce the value of the home. Toll Brothers indicated to the buyers that this was not something that we would do, but did offer a credit to help reduce closing, which was accepted. Ultimately the customer closed on their home a few weeks later July 27, 2023. 

  In their complaint, the customer indicated that they were misled by our sales team. This is not an accurate statement. The sales team at the Ridge at Big Rock helped guide the customer from their initial purchase in 2022 and through their transfer and closing in July of 2023. Toll Brothers treats all buyers equitably and fairly.

  As stated, while we understand the customers frustration with a low appraisal, the customer closed on the home July 27, 2023 after receiving a credit from Toll Brothers and no further action will be taken. 

  Please do not hesitate to contact me with any questions or concerns.

  Sincerely,

  Customer Answer

  Date: 08/15/2023

  [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 response from toll brothers does not address the core of my complaint that toll brothers sales team intentionally made false promises to its customers to increase sales.  I am appalled that ***** would respond by saying that I have made an inaccurate statement which is untrue.  Did ***** ever question the sales team about these concerns?  What was the response?  
  

  There have been email chains where our concerns were mentioned with the sales person in question who has never denied making these false promises.  
  

  I have spoken with other customers who have shared the same concerns.  My wife and I have noted several occasions in which toll brothers sales team promised us the company would do everything they could to help us if the appraisal came in low, including lowering the price or buying down the interest rate..etc.

  The vice president of sales only offered $5,000 credit towards a $55,000 appraisal gap.  There has been no accountability for dishonest business practices. There has been no apology from toll brothers.   I have lost complete trust in this company and would not recommend to other customers.   
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  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.

  When I signed the contract to buy a home with Toll Brothers, we were told that the house was going to be garage right. Fast forward to right now, not only have they flipped the house entirely to being garage left, but they also shifted the house towards the left which is exactly the opposite of what I wanted originally. I specifically told them to move the house to the right. I had never even seen the lot plan that they submitted for permitting and now that we are in construction, my house is off-center with one side being much closer to the neighbors than the other side. My sales consultant left the company altogether and Toll Brothers is refusing to correct their mistakes. I do not understand why I am being penalized for a mistake that Toll Brothers made. If they were going to stray from the building plans agreed upon in the contract, at least let me know about it. I am spending almost $2 million on this home, the least they could do was give me a call.

  Business Response

  Date: 08/24/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your frustrations with the positioning of your home.  Toll Brothers schedules various meetings with buyers prior to starting construction of their home to confirm home plans.  During these meetings; including the agreement of sale, design studio appointments, and construction kickoff meeting,documentation was signed by the buyer to confirm the orientation of the home and that the hand of house would be garage left.  The buyer was shown the plot plan confirming the orientation of the home at the construction kickoff meeting which is scheduled after receiving the permit.
  
  The community sales and production teams call the buyer weekly since construction started to discuss the current stage of construction. In addition, the Area Sales Manager called the buyer and left a message to inform the buyer of the change of sales consultant.
  
  The Area Sales Manager and the Area Production Manager called to review these concerns with the buyer. They offered the buyer to transfer to another lot so that we could offer the garage right hand of house but the buyer declined this offer. The buyer is providing some alternative options that the management team will review once received.  If we are able to accommodate any of the requests we will provide these options to the buyer. Toll Brothers will not change the current positioning of the home since the home is already past the concrete block stage and the home is permitted with the municipality with this orientation.

  Customer Answer

  Date: 08/25/2023

  [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:
  I am willing to move to another lot. However, I want to ensure that I am getting a lot of equal value. I paid a premium for a larger lot on the water and I would like this to be honored if I am going to be moving lots.
  
  Regards,
  
  *****************
  

  Business Response

  Date: 09/22/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your continued frustration with the positioning of your home.  The Area Sales Manager and Area Production Manager offered you a different home site but you did not find it acceptable.  You and Toll Brothers have since agreed on an acceptable resolution.  Please contact your local sales team with any other concerns.  

• Initial Complaint

  Date:07/31/2023

  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.

  On July 25, 2023, 4 weeks after submitting a ticket to Toll Brothers to fix the backflow preventer on my sprinkler system (submitted June 30, 2023), AND, after multiple attempts to rectify the issue with the Toll Rep, I was forced to hire a third-party landscaper to fix the problem. During the time in between, I was out of town and the system could not be used. My front yard grass is dead. The Toll Warranty representative’s excuse was “well, the landscapers are extremely busy”. It took 15 minutes to replace the broken part inside the canister. 15 minutes!! They won’t replace the damage caused by their lack of concern for their customer. No excuse for such terrible service. Toll has failed to live up to be the quality builder that it advertises. (There are several more quality issues that I could address but I won’t at this time). I am not the only one in my neighborhood who is now regretting the purchase of the Toll Brothers home. Sorry to say, but I will never recommend to anyone to purchase to Toll Brothers home.

  Business Response

  Date: 08/18/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your frustrations with your backflow.  Your backflow was inspected by **** Landscape  Contractors on 7/25/2023 at the request of Toll Brothers.  It was determined at that time that the backflow was operating as intended and no repair was needed.  After further investigation, some small leaks in irrigation heads were found and repaired.   A visual inspection of the lawn on 8/11/2023 determined that your front yard was in good condition and the system was irrigating as designed.  Due to the time of season and a busy schedule, our landscape trade partner was not able to accommodate a sooner date.   Please contact your local customer care team with any other questions or concerns.  

• Initial Complaint

  Date:07/26/2023

  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.

  Weve bought a brand new house in February 2023, my complaint with the builder is that yard is very irregular and some areas gets flooded with a light rain. Contacted the builder several times, but they refuses to fix this given their policy is that they are responsible only if holds water after 48hs of the rain. We live in Houston, everyday in summer is around 100 degrees, so water evaporates or is too little at 48 hours. I cant even let my kids playing with water in the yard because after 5 minutes everything is flooded. The model house they are showing for sales has the yard even better than the best golf yard, but when building your house the result is the opposite. I've been claiming this for the last 3 months, now they have closed the case telling me that everything is Ok. I would appreciate your help. Thanks

  Business Response

  Date: 08/09/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concern with your yard.  We strive to provide an exceptional customer experience. The Customer Care Manager confirmed that the Customer Care Representative and the landscaper have been working with you to address this concern.  While some of the dips or swales are required as part of the drainage system, the landscaper did fill in some low spots, including the roof drip line, and adjusted the front yard drain.  The yard is draining properly.  We recommend refraining from using a sprinkler or hose shortly after it rains to prevent standing water.  Please contact your Customer Care Representative directly with any other concerns or questions.  

  Customer Answer

  Date: 08/20/2023

  [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:

  The work the company mentions did not solve the problem. Lawn is very uneven and holds water; I was told by landscapers (even from people working for Toll Brothers) that is not just sand once, it should be sanded regularly for a long time to level the lawn and have the issue fixed. 

  There is a huge difference between my lawn and the one from the model house (used as reference for selling).

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

  Business Response

  Date: 09/21/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your continued concern with your yard.  We strive to provide an exceptional customer experience. The Customer Care Representative re-inspected your lawn on 9/19/23 and we stand behind our previous response.  While some of the dips or swales are required as part of the drainage system, the landscaper did fill in some low spots, including the roof drip line, and adjusted the front yard drain.  The yard is draining as designed.  We recommend refraining from using a sprinkler or hose shortly after it rains to prevent standing water.  Please contact your Customer Care Representative directly with any other concerns or questions.  

• Initial Complaint

  Date:07/24/2023

  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 Toll Brother's "quick move in ready" home in the ********community, closing in October. There have been major deficiencies within the home. From roofing not installed properly, abnormally squeaky floor joists, yard drainage issues, shower drainage issues, plumbing hardware installed incorrectly, 30+ nails found in our yard, damaged doors installed, toilet paper hardware falling off the walls, rattling ceiling fans, chipped shower trays, loose fence posting, a dishwasher that falls over because it wasn't installed correctly. I don't want to continue this list, you get the gist. Some warranty items have been resolved, with much pushback. Other items are still outstanding and Toll is standing their ground, not even willing to listen to us, and being contradictory to previous discussions. We are dealing with *************************, and *******************************. We desperately need to speak with someone else!When warranty items have been addressed, they've had to be handled multiple times because the craftsmanship to properly repair something, isnt done. For instance, super glue was used to repair the toilet paper hardware. SUPER GLUE?? I have had exposed floor outlets open for 6 months now. Carpet not tacked back, with little nails or staples being found daily. Carpet on the stairs took MONTHS to be tacked back. When work was done upstairs, initially it wasn't taped off, and there was sawdust flooding our vents and into downstairs, and never cleaned up properly. This has been a horrible experience and we are needed TRUE resolution. We are not being treated fairly, with the customer service that is expected from a brand like Toll. The quality of work does not align with Toll. We do not want to hear from ***** or **** at this point, we need someone else who is willing to listen. ***** even said to a neighbor of ours, "This is a lower end Toll neighborhood, the attention isn't provided here". How upsetting!

  Business Response

  Date: 08/07/2023

  We appreciate our customer bringing their concerns to our attention.  Customer satisfaction is a top priority and we appreciate the opportunity to respond.  In researching their mentioned items, it was found that several items including roofing issues, yard drainage and clean-up, loose fence posts, and dishwasher issues have been resolved prior to closing.
  
  As our customer stated being unsatisfied with our Customer Care Team and seeking to speak to someone else; I, Director of Production and Quality, will be reaching out to our customer to review their outstanding concerns. While several of these items are currently scheduled for repair, a plan of resolution will be set in place for all warrantable items.
  
  We understand our buyers frustrations and we look forward to resolving their concerns according to Toll Brothers Limited Warranty and restoring our valued relationship.

  Customer Answer

  Date: 08/09/2023

  [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:
  Though I appreciate the response, I will wait to close out this discussion once I hear from somebody other than ***** or ****. The hot topic is the flooring in the loft area and stairs  
  

  Also, those items mentioned that were resolved at closing, we not resolved at time of closing or we wouldn't had closed on time. Our closing was even delayed because the house was a disaster and should've never been presented to us that way.  A few items have been resolved over the past few months, and some are actively being worked on as we speak. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service 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.

  Our closing was delayed by the builder. We were promised the reimbursement of our month-to-month rent in the amount of $300. I had been emailing our contact since October (we closed in September 2023). March 2023 was the last attempt I made after following up 4 times over the course of 6 months. In June 2023 I sent a request via the website for someone to contact me in Homeowner relations. No one has contacted me.

  Business Response

  Date: 08/04/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with the delayed reimbursement.  Customer satisfaction is a top priority. The check request has been submitted and you should receive it by August 18th.  We apologize for any inconvenience.  Thank you.  

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We received the check this week.
  
  Regards,
  
  ***************************