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.

close

Find a Location

Toll Brothers, Incorporated has 118 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/16/2023

  Type:Sales and Advertising 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.

  We signed an agreement to build a home in the subdivision of ************** in Surprise AZ. The home build was sold as a 12-to-14-month build. Today we are at almost 17 months and still do not have a closing date. This has been a very frustrating home buying experience especially when you consider Toll Brothers built an entire block of new show homes in this community in six-month period while we were awaiting our home. Please help us fight this massive corporation. All we want is to finish our home. Thank you!

  Business Response

  Date: 07/26/2023

  Thank you for choosing to build with Toll Brothers. Customer satisfaction is our top priority and we truly apologize for the frustration you have experienced due to the extended build time. We understand that the team has now confirmed a closing date in September and we are committed to delivering the beautiful home that was promised to you when you started your journey with us. 

  Customer Answer

  Date: 07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/13/2023

  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 a home from Toll Brothers in Middleton, Idaho (********************************). We moved in Septemeber of 2022. The amount of unfinished, or poorly done/hazardous things we have found is unbelievable. It is the MAIN thing the whole community discusses. I understand they put these homes up quickly, but when you have a service call for warranty repair, the FIRST thing they do is blame the homeowner or say, "That's how we do it." We paid for an inspection prior to moving in and some things were repaired. We have been here almost a year and our paint inside and out is STILL not completed/repaired. The grout in both bathroom floors is cracking in multiples places. I have expressed my concern for water finding its way and the possibility of mold. I also think we have moisture under the home. I have multiple other issues but what is MOST DISTRUBING is the lack of customer service. I have put in multiple emails to the warranty department and have received NO response from contractors. I have emailed the warranty department to inform them and receive NO communication back. The paint contractors (there have been more than one) NEVER show up with paint or sprayers or even know what they are there for even though I send a DETAILED email telling the warranty department exactly what needs to be painted and if it's interior or exterior. The last painters put the wrong finish paint in the bathroom and it looks worse than ever. I know that is not Toll Brothers, but they need to hire quality painters the first time and the second, third, fourth time they come out.

  Business Response

  Date: 07/19/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with warranty follow up.  Customer satisfaction is a top priority and we strive to provide an exceptional experience.  Our local Customer Care Representative has scheduled an appointment with you for 7/27/23 when you will review your open items.  If you have additional concerns, please contact your Customer Care Team. Thank you.

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toll Brothers Smart Home failed to provide alarm services for over 60 days. Despite numerous attempts for writer to resolve the issue, 14 calls with the company, resolution was not obtained. When writer requested to cancel the services, Toll Brothers Smart Home threatened writer with Termination Fees. I do not want Termination Fees assessed. Toll Brothers Smart Home may keep the full monetary amount I had to pay for 6 months of services, NONE of which were provided. I want confirmation from Toll Brothers Smart Home that the Agreement is terminated and no further money will be sought from writer. I don't even want the ridiculous amount I had to pay for services never received. Just want confirmation the Agreement is TERMINATED and I never have to deal with Toll Brothers Smart Home, again.

  Business Response

  Date: 07/19/2023

  Thank you for sharing your experience with Toll Brothers Smart Home.  We are sorry to hear of your frustration with the alarm service.  Customer satisfaction is a top priority and we strive to provide an exceptional experience.  Toll Brothers Smart Home has confirmed that your agreement has been terminated with no further money owed. Thank you.

• Initial Complaint

  Date:07/09/2023

  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.

  Me and my wife my signed contract on 02/17/2022 and house was closed on 02/28/2023 from primary builder Toll brothers. Along the same time, we have 4 neighbors moved around the same time as us. We tried to take care of lawn since day 10 since we moved, considering the weather we tried to water every 2-3 days at the beginning until Mid April, since then we are watering every alternative day and now with extreme heat, we are watering the sod every day. But, sod condition is pretty bad in back yard. It is completely dead and no life to come back. We tried to contact Toll brothers warranty and they said they cannot do anything. Like i said from my 4 neighbours whose sod was installed ~ Dec timeframe for closing Feb 2023, only 1 sod was at least better compared to other 3 neighbors. If Toll is claiming, that is the success and that is very bad claim installing very bad sod. I have to talked to lawn care services at least 4-5 local services and every company suggested to replace sod to better care and to replace my backyard ~7000 sqft, it is going to cost me at least 6-7 thousand dollars. I am no way cannot spend that much to replace the sod. I need resolution from Toll brothers to replace the lawn sod for me.

  Business Response

  Date: 07/17/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustration with your lawn.  Customer satisfaction is a top priority and we strive to provide an exceptional experience.  Our local Customer Care Team has confirmed that they, along with the landscaping vendor, have been working with you regarding your issues. 
  
  The landscaping vendor has evaluated your landscaping twice and provided guidance regarding watering and maintenance.  In addition, the Customer Care Team recommended adding Bermuda seed and watering regularly to bring the sod back.  Sod requires homeowner maintenance as soon as the home is closed. Toll Brothers will not be replacing your sod.  If you have additional concerns, please contact your Customer Care Team. Thank you.

  Customer Answer

  Date: 07/24/2023

  [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 watering every two days both front and backyard. One of the main reason for the grass is not growing is because of uneven land with the high lot premium i paid at the time of contract. Due to slop uphill, water is driving through those uneven spaces and puddling mainly. There are two issues in the way i see this.

  1. With the land being structured uneven, water is not draining properly on both side of the house that Toll brothers installed.

  2. The quality of grass installed and installed during Dec/Jan time frame and not given to us in proper condition. While construction manager says there is no water needed during winter and Warranty people  say we have watered through out. While there is a conflict in how you communicate to your clients/home owners, i feel it is just Toll brothers just finding cutting corners just to finish the dump yard which was given like that. 

  By the way, There is only visit from Warranty department who has visited and provide their guidance on the lawn issues. There is not actual Landscaping person visited our house to discuss technically in detail for resolution. 

  I strongly urge to provide alternate solution regarding this issue. 
  
  Regards,
  
  ***************************************

  Business Response

  Date: 08/16/2023

  Thank you, again, for sharing your experience with Toll Brothers.  We are sorry to hear of your ongoing frustration with your lawn.  We strive to provide an exceptional experience for our customers.  Our local Customer Care Team reviewed your concern and consulted the terms outlined in your warranty agreement and determined that the current issue with the sod on your property falls outside the scope of your warranty coverage. 
   
  Please understand that while we are unable to provide coverage for the current request, we are more than willing to offer guidance on how to best address your sod concern. We recommend consulting a professional landscaping company or following proper lawn care practices to improve the condition of the sod on your property. If you require assistance in finding reputable landscaping professionals in your area, we would be glad to provide recommendations.
   
  We are sorry for any inconvenience this situation may have caused, and we are committed to helping you find a satisfactory resolution. Our aim is to ensure your home remains a place of comfort and pride, and we appreciate your understanding in this matter.
   
  Once again, thank you for choosing Toll Brothers for your home ownership journey. We look forward to continuing to serve you and your property needs.

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are reaching out to inform you of our experience so far and ask for help with our new home build in *************** located in Boca Raton, Florida. We purchased the home in April 2021. At that time, we were informed that it may take as long as 18 months to build the home due to COVID related issues. It has now been over 27 months and we are still waiting on a settlement date. It appears that it will be completed possibly in fall 2023, however we have been told a “date” so many times and every month it slides one more month. There has been significant turnover on this project with regards to project management which has, in our opinion, resulted in many delays. Every individual we work with claims to have everything under control and that things will move fast “now”. However, this never happens and there seems to still be so many delays in getting anything done. We have experienced many errors and quality problems with building our home as well including windows not being at the correct height or wrong location, missing things we asked and paid for such as tray ceilings. While these items get corrected, if we aren’t there to point out the errors – then I don’t think they would have been noticed by anyone on site. This has been challenging for us as we had been living in Virginia up until recently. We were told by the previous project manager that our home would be ready by June 2023 the latest. So, we put our home on the market and sold it – now we are having to rent a home in Florida due to the delays which is costing us over $16,000 a month. This is our third new purchase Toll Brothers home. We previously purchased a new home with Toll in ********* ****, and then a second new Toll home in Shenstone Reserve – both located in Leesburg, VA. Both of those home were close to $1M, and the home in ***** **** **** is greater than $2.7M. We had wonderful experiences with not only the build process, but the quality of the home as well. Due to our past experience with Toll, it was the only reason we chose to build at ***** **** **** in Boca Raton. There were several new home builders, including ** *****, but we felt comfortable with Toll. Through the years, we have recommend Toll Brothers to many friends, family and employees of my company. Unfortunately, I can’t say that at this point, we could consider purchasing another Toll home, nor recommend it to anyone. The delays and lack of quality are simply unacceptable and it’s hard to imagine that it’s still related to Covid when other home builders don’t seem to be experiencing the same issues. We’ve heard numerous excuses every month and it’s really just unacceptable at this point. The delays have and continue to cost us significantly and our concerns through our local ***** **** **** representative have gone unanswered. It is with desperation that we write this letter to you in hopes of receiving help.

  Business Response

  Date: 07/18/2023

  We are grateful you chose Toll Brothers to build your home and we are sorry that it is taking longer than usual to complete its construction. The home we are building for you has many architectural and interior customizations. After you purchased your home, Toll Brothers was impacted by industrywide supply chain and staffing challenges. The materials needed for your particular home were more difficult to source and install, leading to an extended construction timeline for your home.
  
  As was discussed during your recent conversation with the local Division President,Toll Brothers provides estimated date ranges for closing throughout the construction process. We do not endorse or commit to verbal closing projections due to unpredictable nature of new home construction.  Once a closing date is confirmed, it is communicated in writing. We strive to provide written notification at least 45 days before the closing date.  We have searched our records and you have confirmed that you did not receive anything in writing from a Toll Brothers representative that your home would be ready to close in June 2023. 
  
  Toll Brothers remains committed to delivering your home as quickly as possible and most importantly 100% complete.  Our local sales and production teams will continue to provide updates and work closely with you throughout the remainder of the construction process. Please contact them directly if you have additional questions.

  Customer Answer

  Date: 07/27/2023

  [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 by Toll Brothers cites Pandemic delays.  Unsurprisingly, it does not reflect systematic incompetence across the homebuilding process.  These include having an enormous amount of turnover, including more than 6 project managers.  They are nearing 30 months to deliver the home; the pandemic was ongoing and actually more than a year old when the contract was signed.  At that time, they outlined a 16 month build timeframe, even the contract states 24 months.  This is also systematic among the homeowners at ***************; an enormous amount of complaints is the one constant.  I understand the desire of Toll Brothers to not show any wrongdoing but that is not accurate by any standard.  The mistakes and quality issues have been ongoing and have not improved since  we signed the contract in April 2021. 

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

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new Toll home in October of 2022. We paid $70,000 in an upgrade for wood flooring and we expected it to function as such. Toll contracted with ******** ***** for flooring which has 1 star reviews and is not accredited with the Better Business Bureau. The flooring was installed incorrectly leaving over 70 planks with hollow spots. Interior logic said they would replace the boards but has yet to order the wood and set and install date. Its now June.

  Business Response

  Date: 07/06/2023

  Thank you for choosing to build your home with Toll Brothers. We apologize for the challenges you have faced with your wood flooring and are actively working to have the issue corrected. An inspection with Interior Logic has been scheduled for this week which will help determine the next steps to ensure that the issue is resolved in a timely and effective manner. Your Customer Care Representative will follow up with you directly to provide an update as soon as the inspection has been completed.  

  Customer Answer

  Date: 07/07/2023

  [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: they had proposed to drill holes in the wood floor and fill with glue rather than pull off the boards and fix them correctly. There are at least 50 planks of wood that have hollow spots and that would leave us with holes in the flooring filled with putty. That is not an acceptable solution to the problem. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 07/25/2023

  Thank you for sharing your experience with Toll Brothers.  We apologize for the challenges you have faced with your wood flooring.  The local Customer Care Manager has confirmed that she talked with you on 7/14/23 and you agreed with the planned repair. ******** ***** has ordered material and once they provide a timeline, our local Customer Care Team will reach back out to you to schedule this repair.  Please contact your local Customer Care Team with any questions.  Thank you.  

  Customer Answer

  Date: 08/28/2023

  I did not respond because the company (Toll Brothers) had scheduled to come and repair the floor on Monday of last week. However, the repair is not fully completed as of today and some of the sections that have been repaired are not done correctly. They are scheduled to come back on Monday and complete the work as well as redo several sections of flooring that are uneven in places. I am not satisfied with the work done whatsoever. 

• Initial Complaint

  Date:06/20/2023

  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 on my new house on 6/30/2022 and the washer that was delivered is defective. I have requested a new washer and Toll Brother requested me to contact ******************************** to have it serviced. The machine was already serviced twice and the issue persists. Instead of having it serviced for the third time I want to have it replaced. Toll Brothers refused to replace it and asked me to contact Whirlpool directly. Whirlpool refuses to replace it because this machine has only repair warranty. I don't know what type of agreement Toll Brothers have with Whirlpool that a defective appliance can't be replaced. I also had issues with the dishwasher that was delivered in my new home that had no serial number and could even be serviced (this was resolved by Toll Brothers promply). The washer leakes, doesn't spin the loads and is noisy. I want to have it replaced and my contract is with Toll Brothers, not Whirlpool.

  Business Response

  Date: 07/10/2023

  Thank you for informing Toll Brothers of this issue, apologies for having to do so under such circumstances. Your local Customer Care Team is directly involved with ********* on this matter and will be reaching out to you with an update this week. Your local Customer Care Team will continue to communicate with you on this matter. Should you have any further questions or concerns, please reach out to your Customer Care Representative directly. Thank you.

  Customer Answer

  Date: 10/04/2023

  Since my house delivery I complained about squeak floors on my bedrooms. Toll Brothers instead of removing the carpet and fixing the wood with screws decided to use more than 150 nails throughout my bedrooms carpet, removing the head. Now these pointy nails are popping out and hurting our feet and my dog's paws. See attached picture. I want all nails removed, the squeaky floor properly fixed and a new carpet installed in my three bedrooms. I want new carpet as many threads were cut while they were hammering nails and cutting the nail heads, the current carpet and padding was damaged due to the lack of professionalism of Toll Brothers, that try to fix constructions issues with cheap workarounds instead of fixing the proper way. I also have many open issues with them and the coordinator ghosts me and in bad faith closed service requests on their portal without fixing the open items. I want to have a new person assigned to my case as Nick Rodriguez has no professionalism. I have attached my latest string of notes with him.
  
  Desired Resolution:
  Repair

  Business Response

  Date: 10/11/2023

  Thank
  you for reaching out and informing Toll Brothers of your concerns with your
  open items. We apologize that you are having to do so under such circumstances.
  Your local Customer Care Team is working with you directly on the remaining
  open items in your home and will be reaching out shortly to schedule an
  inspection for later this month. Your local Customer Care Representative will
  review each item with you and will continue to communicate any action plans for
  repairs going forward. Should you have any further questions or concerns,
  please reach out to your Customer Care Representative directly. Thank you.

  Customer Answer

  Date: 10/12/2023

  [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:

  I would like a new representative to be assigned and the name of the flooring company that will service my unit.  

  **** ********* has not been respectful with his tone and responsiveness with my case. I want to have my case escalated and a new person assigned. 
  

  This is my last request to ****:

  "Hi ****

  I want a specialized flooring company to come and remove all nails your crew added to my bedrooms as they are now popping out and as they had the cap removed they are pointy and hurting us. After removing the nails, the squeaky floor should be fixed using appropriate screws and the carpet/padding and will likely need to be replaced as they were damaged with the large amount of nails that your crew added to my floors.  I want a neutral company to come have this fixed, as I said previously I don’t want any other workarounds / temporary fixes. 
  
  As my previous note from Sep 1st, these are also the items I am waiting the date confirmations:
  
  1. Date the window will be replaced (your staff could not clean it)
  2. Date the air conditioning company will come to fix the issues previously reported. 
  3. Date the sewer cap will be re-painted as you are refusing to replace it (please instruct the crew to remove the rust before painting this time to avoid rust returning in a few months)
  4. Date the kitchen cabinets will be serviced by a specialized company (we need a specialized company as your crew was not able to fix the issues)
  - 3 new doors (for the second time, your crew confirmed they can not be painted and should be replaced)
  - 2 pan drawers needs service (stuck)
  - Spices rack, under sink cabinet needs alignment adjustment
  5. Date to finish other open items: Fix master bedroom closet rod cap , Fix Master bedroom door holder that was removed during carpet work, they just painted the inside of the front door, not the outside
  6. Date the porch cement will be fixed (stains, uneven). Only paint won’t resolve my problem. I want my cement to look like the unit 189 that was delivered at the same time frame.
  7. Contact for the company that made my back deck to quote a gate. 
  
  Can you please give me your management contact? I am not satisfied with the treatment and priority I’ve received from you.
  
  ****** ********"

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

  Business Response

  Date: 10/23/2023

  Thank
  you for reaching out and informing Toll Brothers of your concerns with your
  Customer Care Representative. We apologize that the customer care support you
  are receiving has not met your expectations.  Your new Customer Care
  Representative, *****, will be contacting you shortly to review your file and
  assist with your warranty claims going forward. Should you have any further
  questions or concerns, please reach out to your Customer Care Representative
  directly. Thank you.

• Initial Complaint

  Date:06/07/2023

  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 and built our Toll Home in the ******* in Peoria, AZ. Our house was built and purchase was completed on July 2021. Since then, we have had multiple warranty issues and work orders submitted and we are now coming up on year 2 since we have taken possession of the home and they seem to continue dragging on completing any and all outstanding work orders. They have had multiple warranty reps quit and our work orders keep getting passed around. Their vendors never seem to be responsive, or so they say. And when they do show up, they either show up on a day they did not schedule with us or they show up and repeat what the last person did which is re-inspect the areas of complaint and leave. We have had multiple tile and grout people come out and still no resolution to this work order. Many toll brothers homeowners in my neighborhood all have the same issue of delays on outstanding work orders. We all closed within weeks or months of each other and its been an uphill battle to to get resolution. The stucco people came out and fixed some parts, then the paint people came but didn't quite complete the order. We had to have them come out again. They still need to finish out some exterior paint issues and that is also not resolved. The stone work up front was partially worked on and then they didn't have the guy come back out. Our HVAC order only got resolved and once we connect directly with the HVAC company who also advised to go directly through then for faster service rather than through Toll. Our cabinet and drawers have not been addressed by ******** and we keep getting the run around there as well. At this point - we are approaching 2 yrs and Toll Brothers has been awful at following through on their product and workmanship. Every homeowner on ***** ******* and ********************* has has these issues. People have tried to rally for a class action suit but I don't think we have recourse there. Hoping this will light a fire under then for all of us.

  Business Response

  Date: 07/06/2023

  Dear ******************,
  Thank you for taking the time to provide feedback about your homebuilding experience at Toll Brothers at the *******. Our goal is to provide an excellent customer experience and to do the right thing by those who have invested in Toll Brothers. I have investigated the open warranty items on your home and see that your husband is working directly with our Customer Care Representative,*******, on the work that needs to be completed.

  Please find updates below regarding the remaining items in your home:
  -Stone Repairs These repairs were completed on 6/26
  -Grout Touch Up and Tile Repairs These repairs are scheduled to be completed on 7/17
  -Exterior Paint/Stucco Repairs Paint touch ups are scheduled for 7/19
  -Grout Stain Repairs This is scheduled for 7/19
  -Cabinet Repairs These repairs are scheduled with our partners at ******** for 8/2
  

  Please accept our apologies regarding missed appointments and the delays you have experienced. The building industry has faced numerous challenges over the past few years and our goal continues to be delivering to you the home of your dreams.
  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.  
  We are diligently working to expeditiously complete the items above and are committed to delivering upon our promise that was made to you when you purchased your Toll Brothers home.

  Thank you,

  Sr.Director Customer Care, *************************
  ******@tollbrothers

  Customer Answer

  Date: 07/25/2023

  As of today - here are the updates:

  
  

  Stone Repairs – Confirmed that these repairs were completed on 6/26 after coming back a second time due to not having enough materials. The first time the vendor came - he did half did job, left all the debris on the side of my garage and showed up a couple weeks later and finally finished this. We had to tell them they need to take the trash with them. 

  
  Grout Touch Up and Tile Repairs – Confirmed that these repairs were partially worked on yesterday 7/19 for grout staining - however they did NOT fix the grout that was cracked along the wall. That still needs to be done and we request confirmation on when they can be back for this. (note: this process has taken several months and they still didn’t address everything).

  
  

  The shower cracked tiles also have NOT been completed as the vendor came and identified that more tiles than what they thought would need replacement - we still haven’t gotten that addressed and are told now that it won’t be done till August 2nd. Another instance where communication between ******* and the vendors are just not clear and they come out unprepared. 

  
  Exterior Paint/Stucco Repairs – Paint touch ups were partially completed on the scheduled 7/19 appt and they had to return on 7/20 since they apparently did not bring a sprayer with them. Stucco repairs are done. 

  
  Grout Stain Repairs addressed above and completed. 

  
  Cabinet Repairs – These repairs are scheduled with our partners at ******** for 8/2. ******** has come out so many times and still cannot get the job fully done. This is becoming a nuisance and they need to complete all repairs at once. The drawers that they say they fixed last time still has the same problem and doesn’t stay shut when you close it. They replaced the track but clearly it’s just as defective as the previous ones. The touch up to the cabinet doors on the island in front of the sink have not been addressed. Same with the drop zone touch up and pocket desk touch ups. We are told someone else needs to come for that. I’d like for ALL the appropriate vendor personnel from ******** here on the same day so I don’t have to schedule time again for them. 

  
  

  Another item that we are going back and forth with ******* on are the **** slider door by the kitchen. We have two of these (living and kitchen), and the door on the kitchen side appears to be warping and sticking becoming difficult to open. ******* says it’s not a toll brothers issue but a manufacturer issue and says that it’s out of scope. However, this is untrue as we notified her before the expiration date via email since the new website will not accept my sign up and I cannot put in anything online so we had to resort to reaching out to her directly. This is a workmanship issue which according to the ROC - builders are still on the hook for these for up to two years. We are well within that based on when we reported and when she initially inspected it prior to us reporting it to her again. 

  We would like this addressed and do not believe that it’s something that needs to be passed off on us to address directly with the manufacturer. 

  
  

  While I can see the TB response makes it appear as is they have been on top of these and scheduled the repairs diligently, records will show that we have been dealing with these warranty issues since before year one was up and all the way into year two.  We have been passed off from one warranty rep to another and another and another. Our whole block has the same issue. We tirelessly work with their scheduling of vendors who come out numerous times before getting items fully addressed and resolved. Just because something is listed on their schedule- it does not guarantee that the actual issue will be resolved or that they will even come out when they say they do. As demonstrated with all previous work orders along with these outstanding ones - the work gets stretched out with multiple visits due to vendors saying they don’t have the right materials, etc. 

  Business Response

  Date: 08/03/2023

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

  Thank you
  for your feedback regarding the open items in your home. Please see updates
  from the Toll Brothers team below:

  Stone Repairs – I am happy to hear the stone repairs were completed on your home, we
  apologize that it took more than one trip and that you had to provide direction
  to the trade to take their debris with them. We will provide feedback to this trade
  regarding your experience.

  Grout Touch Up and Tile Repairs – There was an appointment on 6/28 to repair any
  grout cracking prior to the grout staining that was scheduled on 7/19. At that
  time, **. ******* verified that there were no additional cracks that needed
  repair. In order for ******* to schedule the two return appointments that are
  needed to correct this crack, a photo of the crack that needs repair must be
  submitted through the Home Care portal. A request with this information was sent
  on 7/24 and 8/1.

  Cracked Shower Tiles – Since additional tiles have been identified
  that need repair above and beyond the original inspection report, tile work for
  the primary bathroom needs to be rescheduled. At this time, we can schedule the
  5-days of work to begin on 8/7. *******, the assigned Customer Care
  Representative, has emailed *** ******* to schedule this work to begin and is waiting
  on a response.

  Exterior Paint/Stucco Repairs/Grout Repairs – According to our
  records all of these items have been completed.

  Cabinet Repairs – The finishing specialist is scheduled for 8/2 and will be
  addressing the finish issues at the island and the drop zones. The field
  Superintendent will address the drawer that is still having issue and not
  shutting at that time. This is expected to be the final appointment needed to
  complete the cabinet repairs.

  **** Slider Door – Per the Toll Brothers Limited Warranty provided at the time of
  sales agreement, Toll Brothers is responsible for repairing or adjusting inoperable
  sliding doors one time within the first year of closing. The homeowner is responsible
  for keeping the tracks and rollers cleaned, lubricated, and adjusted. This
  information can be found on page 29 of the Toll Brothers Limited Warranty
  document.

  We are
  diligently continuing to work to expeditiously complete the items above and are committed to
  delivering upon our promise that was made to you when you purchased your Toll
  Brothers home.

  Thank you,

  Sr.
  Director Customer Care, ******* *****

  Customer Answer

  Date: 08/17/2023

  *******,

  It is important that I note that now that we are outside of the 2 year ROC workmanship timeline, *******’s responses are few and far between to our requests and concerns.

  We had informed her via email since we couldn’t put it in your new portal that the lights up front with are not coming on at dusk as it appears that the solar cells are not functioning correctly. In fact, there are times when it doesn’t come on at all or comes on late in the evening. She has yet to respond to this to get it corrected or looked at.  
  
  Grout Touch Up and Tile Repairs – We have reached out to ******* several times about this and these were known cracks prior to the grout staining appt.  The last person who came out to look at the grout advised that the cracks would be repaired during the the grout stain was to be done.  I was home at that appointment but not at the appointment where they came in to do the staining otherwise, I would have pointed it out.  The fact that they were up close and personal with the grout on the entire floor and didn’t see the crack is beyond me.  Also, same with the grout staining missed up against the shower.  Photos have been sent on 8/6 and we still have had no response from *******, let alone a confirmation that it was received.  The fact that this vendor has seen the tile grout and the cracks should not have required us to send photos in order for a reschedule.  Not to mention that after the staining has been done, we now noticed two areas with holes in the grout that should be touched up as well. These are not new and it is simply a delay tactic on the part of ******* and Toll Brothers. 
  
  Cracked Shower Tiles – This has been outrageous as we have had this company come into our home on more than one occasion to look at the shower tiles that need repair and it seems that each time a different person comes out, there’s a different story about what materials they need and how much time it will take.  And each time someone else has to come back - it’s weeks and months in between.  None of these repairs should have to drag on as much as they have, yet here we are.  ******* last confirmed with my husband that we are waiting on materials and at this time, still no appointment set or word on when those materials will be in.

  
  Cabinet Repairs – It is now 8/17 and the cabinet company (********) still have not come out to address any of the concerns previously stated.  Where are they? Why is it taking so long? 
  
  **** Slider Door – The tracks and door is clean. We have 2 of these doors (total of 4 sliders) and only 1 of the 4 appears to get stuck whenever it gets hot out. The other doors work just fine. It’s not about dirt in the tracks, the door is warping. That is not a normal issue and should be addressed. ******* had previously stated that since it’s outside of the warranty time, it’s a manufacturer’s issue and we should take it up with the manufacturer.  Why is this being pawned off on the homeowner? Your company built and installed these through whomever you used. We are coming to you to resolve this. 
  

  (I’ve attached some photos here but I can send the remaining photos via email)

  Business Response

  Date: 08/30/2023

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

  Thank you
  for reaching out again regarding the remaining open items in your home. While
  the majority of communication regarding the remaining open items has gone
  through *** ******* via phone call or text message, we will continue to save
  communications within the Home Care portal for historical reference. 
  

  Please see
  updates from the Toll Brothers team below:
  Photocell (solar cell)– After speaking with *******, she informed me
  that she had a phone conversation with *** ******* on 7/18 and she shared that
  the photocell is a non-warrantable item. This item is not covered under the
  Toll Limited Warranty.
  

  Grout Touch Up and Tile Repairs – Our partners at Service Masters are scheduled
  to complete the remaining grout issues on 9/11. A team member from Service
  Masters will be calling the day before to provide a time frame of arrival.
  

  Cracked Shower Tiles – The shower floor tile replacement project is
  scheduled to start on Monday, 9/11 this project will take 5 days and will
  conclude on 9/15. ******* will be reaching out with more details regarding
  removal, replacement and reinstallation of shower components within the next
  few business days.
  

  Cabinet Repairs – Our partners at ******** had to reschedule the remaining cabinet
  repairs for 9/11 due to staffing challenges.
  

  Slider Door – As a reminder, and per the Toll Brothers Limited Warranty provided
  at the time of sales agreement, Toll Brothers is responsible for repairing or
  adjusting inoperable sliding doors one time within the first year of closing.
  The homeowner is responsible for keeping the tracks and rollers cleaned,
  lubricated, and adjusted.

  We thank
  you again for your patience as we continue to work towards expeditiously
  completing the remaining open items in your home. 
  

  Thank you,
  Director
  Customer Care, ******* *****

  Customer Answer

  Date: 09/15/2023

  Please see the response to the atoll Brothers update: 
  Photocell (solar cell)– ******* literally just informed my husband on 9/11 that if we had issues with this, it should have been reported in year one nor year 2 and at this time we are out of luck.  This issue didn’t happen until year 2 so we have asked her for the manufacturer contact info so we can call them directly.  She was not aware of who it was and has yet to respond with that information.
  
  Grout Touch Up and Tile Repairs – Your vendors needed to show up again on 9/11 because after their attempted repair of the grout, they caused a cascading issue of the grout now having holes in them throughout the house.  They returned again on 9/11 and this was another inconvenience of having to schedule time away from the office to have them fix something that they caused while attempting to fix the prior issue.  We are keeping an eye out on the grout to see if the holes resurface like it did a couple of weeks after they did the touch up. 
  
  Cracked Shower Tiles – This is becoming an even bigger issue.  We have been dragged along with constant appts of having people come out to look at these tiles, set appts for the repairs several times, they arrive unprepared with the materials needed and each time we are told another reason the job cannot be started.  On 9/8 the vendor showed up (unannounced with no appt) and told us he was there to repair the tiles.  The glass had not yet been removed so we question why he was there on a day we never scheduled and how he was to get the tile addressed if we don’t have the glass company here to remove the glass.  When he showed us the tile replacements he brought with him, we sent him away and *** reached out to ******* and her manager leaving messages for both.   The tiles he brought to repair the existing ones were also damaged and chipped  - why on earth would you think that was acceptable?!  The boxes were even marked up with the chips and damage with permanent marker so it’s not like it was easily missed.  We do not want to have people showing up unannounced or unscheduled.  We do not want to have tiles replaced with other defective tiles.  We don’t have want to have to drag this out to a 5 day job given how long we have had to keep scheduling, rescheduling, and getting the same result of nothing happening.  ******* called *** back and offered $2000 to just have Toll Brothers walk away from this project.  We sought out quotes and were quoted $5300 to $6000 in order for the repair to be done (not including the materials itself).  We went back to her to tell her that we will accept what the cost would be to repair using our own vendor (which at this point we prefer), and she told us that $2000 is the final offer or we can file with the ROC and have them manage it.  Given how much of a nightmare just this one part above everything else that we have as with you guys has been, we think it’s a slap in the face to low ball us to get this job done.  I’d like to request that we get paid out of fairly based on outside quotes and we can just part ways on this project.  
  
  Cabinet Repairs – They have rescheduled many times due to many excuses.  They came on 9/11 and repaired most of the items.  They will need to come back another time to replace the counter top in the drop zone.  I don’t yet have an ETA on that. 
  
  Slider Door – Toll Brothers has not adjusted anything at this point. Therefore, if you are telling me they are required to do one adjustment - I request they fulfill that and adjust my doors.  

  Business Response

  Date: 09/28/2023

  Dear *** *******,
  Thank you of
  reaching out again regarding the remaining items in your home. Please accept this
  apology on behalf of Toll Brothers and our trade partners as it has taken
  longer than expected to closeout a few of your home’s remaining items.

  Please see
  updates from the Toll Brothers team below:

  Photocell – ******* was able to get the manufacturers information on the
  photocell from our partners at ***, product details can be found on the
  attachment provided.  

  Grout Touch Up and Tile Repairs – Thank you for the feedback on your grout
  repairs, we will provide this feedback to our trade partner as well.

  Cracked Shower Tiles – Thank you for providing the details regarding
  the 3rd party vendor quotes. If you can provide copies of those to
  ******* that would be great. We are working with our partners at *** to come up
  with a fair and reasonable buyout option to present to you in lieu of
  scheduling and completing the repairs.

  Cabinet Repairs – I spoke with
  ******* and she confirmed that the wood countertop is on order with our partners
  at ********. As soon as we have more details on when the countertop will be
  completed and available for install, ******* will reach out to you and *** ******* to schedule installation.

  Slider Door – The Toll Brothers Limited Warranty states that we will perform a
  sliding door adjustment if the door is not functioning and the functionality
  issue is reported within the first year or at the 11-month walk-through. We do
  not have record that the functionality issue with the door was reported within
  that time frame, if you have communication that states otherwise, please
  provide it.

  Thank you again
  for your patience as we continue to work towards completing the final repairs
  in your home.  
  
  Thank you,
  Director Customer
  Care, ******* *****

  Customer Answer

  Date: 10/07/2023

  [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]
   
  See my response below.  
  Photocell – I was able to open the attachment provided by you through BBB. If ******* obtained this information, she has never passed it along to us. 
  
  Grout Touch Up and Tile Repairs – it appears that each time we inspect their corrections to our grout work - there’s still inconsistencies and issues. At this point - it should be noted with both you and your choice vendor that the work being done is insufficient in our homes. You both need to reconsider their quality control and inspection process of finished work. I just can’t understand why this has been such a painful process with still sub-par results. 
  
  Cracked Shower Tiles – Please keep us posted as we would gladly accept payment and choose our own contractors as long as it is for the going rate that they are quoting and not the $2000 Toll is offering. This is a low ball offer considering that the price of labor and materials have significantly increased and the only reason this is problematic is because the work was done insufficiently and the product used was not of good quality. Not what you would expect when purchasing a toll brothers home. 
  Cabinet Repairs – This is another item that has gone on forever. I would like a date and time discussed and agreed upon as we are very tired of waiting on ******** for anything. Please advise this vendor not to show up without a set and agreed upon appointment as well. 
  
  Slider Door – clearly the functionality of the door didn’t start acting up until the first summer after it was installed. It was brand new when installed last summer and now that it has gone through a full summer - the issue on the kitchen slider presented itself. Unfortunate for us, because it happened outside of the 11 month window. Who is the window/slider vendor used by Toll that did this install?  I’d like their contact info as well. 
  
  It’s frustrating how you guys clearly choose the cheapest of products but charge a premium and then withdraw on any level of customer service to make things right by hiding out behind your “window” period. This is a huge problem with all the toll brothers owners on my street and the street right over (***** ******* and ***** *****) in The ******* (Peoria, AZ). And from what I see on our ******** page, it’s been the same story for many other Toll owners in our neighborhood. ******* reaching out and telling us that if we are unsatisfied our our cracked tiles that we can file a report with the ROC is just asinine. If I have to, I will but I don’t see why I have to pursue another Avenue of something your company has recognized and acknowledged as an issue, then dragged us through months of nonsense, to give us all this pushback at year 2. If there is anyone else but her to work with, I’d much prefer that.  
  
  
  Regards,
  
  
  
  ********* *******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/23/2023

  Thank
  you, again, for sharing your experience with Toll Brothers.  We are sorry
  to hear of your ongoing frustration with your open items.  We strive to
  provide an exceptional experience for our customers.  Rather than
  continuing this back and forth, our local Customer Care Director will contact
  you to schedule a meeting to review the remaining open items.   We
  thank you for your continued patience and for being a valued Toll Brothers
  homeowner.  

  Customer Answer

  Date: 10/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because this was sent to us in 10/23 and we still have yet to get the customer care director to reach out. We have also provided quotes to ******* to have that matched so that we can just have a non toll brothers vendor repair the shower tiles. They still came in only at $3k. And there’s no quote coming in that low. We ask for a fair amount based on the quotes provided. This request is not reasonable given how painful this whole process has been. 
  

  Secondly, while we await on ******** to come and replace the top of the drop zone cabinet top, their “fix” to my kitchen drawers have once again become an issue. Whatever is being used to repair these tracks for the drawers are not working. There is nothing heavy in this kitchen drawers and already, the track balls have once again fallen out. I really would like this fix they do to actually be fixed rather than it constantly falling out. I’ve honestly never had this much of an issue with any other homes I’ve purchased (new build and not). 
  

  I would like to ensure that my case isn’t just dropped because you’re tired of dealing with my concerns. 
  

  If this director is in fact contacting me, I’d appreciate an outreach to both me and my husband, *** to ensure one of us connects with this person. 
  
  
  Regards,
  
  
  
  ********* *******

  Business Response

  Date: 12/05/2023

  Dear *** *******,
  Thank you for
  reaching out again regarding the remaining items in your home. I apologize for
  the delay in scheduling a meeting to discuss your remaining items. Please see
  updates from the Toll Brothers team below:

  Shower Tile Repair – ******* will be sending a revised buyout offer in
  hopes that you will accept.
  ******** – We will reach out to ******** and let them know you are continuing to
  have issues with the tracks and will get this addressed as soon as possible.

  I have
  emailed both you and *** ******* to find out your availability during the week
  of December 11th for a meeting with ******* and me. I look forward to
  hearing back from you and working with you and *** ******* on finishing out the
  remaining items in your home.
  
  Thank you,
  Director of Customer
  Care, ******* ***** 

• Initial Complaint

  Date:06/02/2023

  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.

  Occurring leakage from the roof. Starting 4 years ago and they ended up replacing part of the root top but won't match the shade of the roof top even they have admitted it was their fault from the beginning

  Business Response

  Date: 06/10/2023

  We thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with your rooftop.  We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Customer Care Representative, Customer Care Manager and Senior-level Construction Manager have confirmed that the leak has been repaired.  This required the partial replacement of the waterproofing membrane, *******.  We will not be replacing the entire ******* membrane as it is not necessary and non-warrantable.  Please contact your Customer Care Team with any future issues.  Thank you. 

  Customer Answer

  Date: 06/15/2023

  [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: this leak was a pre-existing condition from prior to our settlement which toll brothers have failed to correctly repair repeatedly till this time after back and forth with them. Floor of the rooftop shade is not a match due to their mistake from 4 years ago. Why do We need to suffer with difference in shade when it was toll brothers problem all along. If they did their job correctly from the beginning I would not have to have a different shade of rooftop floor nor I had take off time for them to repair wrong multiple times. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:05/25/2023

  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 was pushed to close and threatened to lose earnest money if I didn’t close on the date they requested. After doing a blue tape walk through, exactly 1 week later they forced us to either close escrow or lose all our earnest money. Roughly $50,000. We obviously didn’t want to lose our earnest money so we felt we had no choice. April 10th was our original close date, which got moved out roughly one week. It’s now may 25th, 2023. And our front yard is still dirt, no irrigation, the driveway is still cracked and hasn’t been fixed. So we are coming up on 2 months now that it can’t be rented. The community pool (to which we pay HOA due for) is a complete mess. Weeds everywhere. Another original selling point that is now a liability.

  Business Response

  Date: 06/03/2023

  ************************,
  
  Thank you for reaching out ********; we are sorry to hear you are dissatisfied with your new home. Your statement indicates that three issues (delayed landscaping, cracked driveway concrete, and the condition of the community pool) are preventing you from renting out your home, however the sales agreement you signed specifies that the home is to be owner-occupied.
  
  The agreement also states that some items (such as landscaping) might be delayed due to weather, however you agreed to close escrow and allow those items to be completed at a later date. 
  
  Our Customer Care team has scheduled a vendor to expedite your front yard landscaping and the work is slated for completion next week.
  
  Your driveway repairs were scheduled for completion last week, but when the contractor arrived at your home, he was unable to do the work because you had arranged for the disconnection of electrical services. Please let us know when electrical utilities have been restored to your home and we will be glad to schedule our concrete vendor for a return appointment.
  
  Regarding the community pool, there are no clauses in the agreement of sale you signed indicating the completion of amenities within a certain timeframe, however, our team is hard at work on the pool and expects it to be complete by 6/28 at the latest.
  
  Our Area Sales Manager has already contacted you to directly discuss the concerns you have outlined, but we encourage you to reach out to us again if you have any additional questions.
  
  Best regards,
  
  Toll Brothers