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, Inc.

  10800 Sikes PL STE 100 Charlotte, NC 28277-8135

• 

  Toll Brothers, Incorporated

  916 Wandering Way Dr Waxhaw, NC 28173-8071

• 

  Toll Brothers, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

• 

  Toll Brothers

  130 Business Park Dr Armonk, NY 10504-1727

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:05/24/2023

  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.

  I purchased a home from Toll Brothers in December 2021. At the final walkthrough, it was noted that one of the windows did not match the others, and Toll Brothers promised to replace the window. It's now been 18 months from closing, and they still haven't replaced it, despite repeated requests.It was also noted at the final walkthrough that the handrail for the pool still needed to be installed. They installed it in the wrong place, not according to plan, and have refused to do anything about it.When rainy season came, I discovered that the gutter at the back of the house was not installed correctly, causing water to cascade off the roof and pool next to a paver/walkway. It is currently eating away at the concrete supporting the pavers, which will need to be replaced. I made a warranty claim for this in September 2022, and 8 months later the sum total of their efforts to fix it was to send one contractor out 2 months ago, who told me there was nothing they could do to fix the problem, because they didn't originally install the gutter. They and another contractor I spoke with said the problem is due a design flaw that is well known.I am being forced to file and pay for mediation and now arbitration, because Toll Brothers does nothing to follow through on its promises.

  Business Response

  Date: 06/07/2023

  Hello ************************,
  
  We are very sorry to hear of your frustrations with our follow up process.  We apologize for the delay.
  
  This past week we were able to have ********** out to correctly finish the Lanai cage gutter. We also removed the angle pieces from the downspouts so the water will no longer undermine the paver bump out.  The pavers were not sunken or damaged in any way, so replacement wont be necessary. If you would like us to resecure some soil in the area, we would be happy to do that.
  
  We were also able to have ******** contractors complete the installation of the correct lower sash window with grid on 6/2/23.
  
  Finally, the pool railing, after reviewing with pool company, is placed in the only location possible due to the size of the rail and design of pool.
  
  Please contact the Customer Care Team directly with any other questions or concerns.  Thank you.  

• Initial Complaint

  Date:05/20/2023

  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.

  My husband and I bought a brand new home from Toll Brother. We finally closed on March 30, 2022. Ever since we moved in, we've had nothing but bugs swarming inside and outside of our home. There are also flies everywhere. We paid a pest control FOUR times to come and treat this infestation problem in 2 months. We also bought pest control products and attempted to treat the home ourselves, to no avail. My kids and i have been bitten by spiders on a regular basis. My right foot is scratched and swollen. We get freaked out every morning just trying to get ready for school and work. Not only is this dangerous to our health, but it is an embarrassment in front of our guests. I don't how why or how these bugs and flies are getting inside our home. We leave early in the morning. When we get back, we find them inside. Some are dead. Some aren't. Again, I don't know how they're getting in and why Toll didnt treat the outside of the home during the building process.All I'm asking for is for Toll Brothers to fix this problem ASAP.

  Business Response

  Date: 06/10/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with bugs.   We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority. The local VP of Production confirmed that they have provided bug control services multiple times including treating the exterior and garage during building.   You recently responded that you would be trying a different company.  We consider this issue to be closed.  Please contact your Production Team directly with any other issues or questions. 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:
  The service provided by Toll Brother is defected. The bugs are coming from the sliding doors and windows which have openings that are not covered. Toll sent someone and we also paid a pest control company several times to come and spray....to no avail. The bugs are entering the home due to the wide openings from the sliding doors and windows. My dog got sick and was recently diagnosed with bookworm. My dog is vaccinated and does not go outside longer than a couple of minutes. When I brought the problem of the bug infestation to the veterinarian, she stated it is a high probability due to the problem of the bugs entering our home. I am requesting at the very minimum for the doors and windows to be fixed. This is unacceptable from a builder with the reputation of Toll Brother.

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

  Business Response

  Date: 06/25/2023

  Thank you, again, for sharing your experience with Toll Brothers. We are sorry to hear of your on-going concerns with bugs. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.The construction manager will schedule a visit with you to verify that the windows and sliding doors are properly covered.  Please contact your Production Team directly with any other issues or questions. Thank you.  

  Customer Answer

  Date: 07/13/2023

  [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 issue HAS NOT BEEN FIXED.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 07/28/2023

  We are sorry to hear of your on-going concerns with bugs. Customer satisfaction is a top priority. The Customer Care Manager has scheduled a specialist to visit next week to further investigate the issue.  After their investigation, next steps will be discussed.  Please contact your Customer Care Team with any questions. Thank you.  

  Customer Answer

  Date: 08/17/2023

  [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:
  
  There are still major concerns that need to be fixed. First, the case is still open regarding the bug infestation. You sent over the head of the warranty dept who suggested that I screen in my back patio as if the bug problem is MY FAULT. He did send over someone to inspect the sliding door. It was discovered that the door was installed incorrectly and was sitting high up off the ground. The case is still open until we can confirm the door was properly fixed.

  Second, we still have a water drainage issue on the side of the house that still needs to be addressed.

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

• Initial Complaint

  Date:05/18/2023

  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.

  I have purchased a Toll Brothers Home in ****** of Warren, NJ which was closed on 28 November 2022. My address is **********************Warren, NJ*******. During the selection process we were told by the Toll Brothers Studio that the home comes with a door for the flex room but then the house was delivered without the door. I have escalated to the toll brothers team but everyone is making different excuses now ranging from we declined the door at the time of selection to the house model doesn't come with a door (which is not true because other similar models have that door).Please help resolve this

  Business Response

  Date: 05/24/2023

  May 23, 2023

  Dear *** *****,
  

  Thank your reaching out with respect to *** *****’s complaint to the BBB. We take these concerns seriously as customer satisfaction is a Toll Brothers priority.
  

  Based on the applicable contract documents, while we can confirm that *** ***** did purchase the home described in his complaint, he chose not to purchase the option
  to include a door to his flex room. Toll did respond to *** ***** directly with this same answer as well but only after a thorough review of his construction file was performed.
  

  While I understand that this is not the answer that *** ***** was hoping to hear, it is nonetheless the correct answer as to what transpired in this transaction. Toll complied
  with its contractual obligations and is disappointed that *** ***** is not satisfied. 
  

  Thank you for providing us the opportunity to respond.
  Sincerely,

  Customer Answer

  Date: 05/24/2023

  [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: 20074209
  
  I am rejecting this response because the details provided by ************* are false and incomplete/inaccurate.

  We were told during the home options selection process by ***** from Design Studio that a flex room door will be included as part of the model and no purchase is required. Just like many other doors in the house are not be listed (or paid for) on the contract like the powder room door, main door, basement door etc, you will not see a payment for the flex room door (or do you see a payment for other doors listed in the contract and paid for?). You cannot just hide behind the "not in contract" argument. The Sales staff at ***************** has already changed their stance 3 times (started with "the model doesn't come with a door" to "we denied the flex room door option on the contract" to now "the model did not have a door available AT THAT TIME"). As a premier construction company you should admit your mistake and make the necessary corrections.

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

  Business Response

  Date: 06/28/2023

  May 23, 2023
  Dear *** *****,
  
  Thank your reaching out with respect to *** *****’s complaint to the BBB. We take these concerns seriously as customer satisfaction is a Toll Brothers priority.
  
  Based on the applicable contract documents, while we can confirm that *** ***** did purchase the home described in his complaint, he chose not to purchase the option
  to include a door to his flex room. Toll did respond to *** ***** directly with this same answer as well but only after a thorough review of his construction file was performed.
  
  While I understand that this is not the answer that *** ***** was hoping to hear, it is nonetheless the correct answer as to what transpired in this transaction. Toll complied
  with its contractual obligations and is disappointed that *** ***** is not satisfied. 
  
  Thank you for providing us the opportunity to respond.
  Sincerely,

  Customer Answer

  Date: 06/28/2023

  [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: Old response has been reposted without any further investigation. As I mentioned earlier, I was told the flex room door would be included as part of purchase (just like many other doors in the house like bedroom doors, bathroom doors etc.) and no separate purchase for the flex room will be available.  
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:05/11/2023

  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 tried to work with Toll Brothers, specifically **** *******, Customer Care Rep at Toll Brothers, ******, in Sparks, NV. I reported a dead tree in my front yard that TB planted. The tree was properly watered all year, and even rechecked by the landscapers when I had the back yard landscaping installed. Mind you, all other plants on the property are fine due to proper care and watering. I feel this is a faulty tree but they will take no reponsibility. Additionally, I have contacted several neighbors, all with dead pine trees in their front yards. All are frustrated with lack of customer service. These trees were either diseased or landscapers planted them improperly. There are also several dead trees at the new Regency site in large planters. This shows me a general lack of concern. Addresses with dead pine trees in front yards: **** ******* ***** **. **** ******* ***** **. **** ******* **. **** ****** **. **** ******** *** **** dismissed my concerns and told me there was nothing he could do. I don't know if you can help, but I'd appreciate a response one way or the other. Thank you! ******** ****** Attaching the document from TB Home Care Portal

  Business Response

  Date: 05/24/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with the tree in your front yard.   We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Director of Production confirmed that they reviewed your concern and shared that it was no longer covered by warranty. Warranty for plant material expires 30 days after closing, which was in October 2021. Please contact your Warranty Team directly with any future issues or questions.  Thank you.    

• Initial Complaint

  Date:05/05/2023

  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.

  Issues with water heaters. Our property located at ************************** Community was built by Toll Brothers (TB) in January 2022. During our 1-year warranty inspection in Jan 2023, we found that both of our ******** ****** water heaters (model#: ********-***-***) were covered in corrosion. ********Plumbing inspector, who was sent to our property by builder, confirmed that the level of corrosion for our units is beyond the normal level for units of this age. He revealed that both of our water heaters have signs of corrosion that started a long time ago before the house was completely sealed because both bottom trays under our units are covered with a sufficient amount of buildups from the rains, which is a clear sign of prolonged rainy weather exposure during construction. Therefore, the replacement of both units should be discussed with the builder. The initial closing date for our house was proposed by the end of Sep 2021. However, the construction was delayed for several months because of materials' shortage, and we closed by the mid of Jan 2022. During the shortage of materials, our house was not sealed completely for a continuous period, and as a plumbing inspector confirmed based on water marks on both trays, our water heaters were exposed to very humid weather conditions. These conditions started the corrosion process and developed on both units equally. We have opened the following cases regarding these issues in TB's Customer Care: #******, #******, #******. TB's customer care representatives and their contact information are attached to this complaint. We believe that the initial prolonged exposure to weather conditions during construction was beyond our control. However, TB Customer Care team keeps closing our cases with water heaters as non-warrantable. Therefore, we kindly ask you to help us escalate our issue to the appropriate department of TB for further review and replacement to corresponding quality units. Thank you.

  Business Response

  Date: 05/16/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with your water heaters.  Customer satisfaction is a top priority and we assure you that we strive to provide an exceptional customer experience. The Customer Care team members confirmed that both water heaters were leveled by the plumbing technician and the rusting was inspected. The plumbing technician explained that rusting is a natural occurrence due to the water heaters being installed before the roof decking and it is very common to possibly see rusting on the units. They also explained the units are working properly and the rusting is cosmetic. The water heaters will not be replaced because they are functioning as designed. Please contact your Customer Care Team directly with any other concerns or questions.  

  Customer Answer

  Date: 05/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  Hello,
  
  We are rejecting this response because we strongly believe that closing our case as a non-warrantable is not an accurate assessment of the situation.
  
  1. Plumbing inspector clearly identified that the both bottom trays under water heaters have clear signs of prolonged rainy weather exposure during construction before house was occupied by us.
  
  2. The initial prolonged exposure to weather conditions during construction were beyond of our or manufacture control. We believe that it was the builder's responsibility to protect water heaters from extreme weather conditions, such as prolonged exposure to high humidity or temperature.
  
  3. Plumbing inspector confirmed that the level of corrosion is beyond the normal level of corrosion for units of this age. Our corrosion is not a cosmetic issue. Under local high humidity conditions it's ongoing chemical reaction that leads to the weakening of the material that eventually can result in failure of the hazardous units. Please see the current pictures. The area of rust is constantly extending.
  
  4. Additionally, we provided to Toll Brothers evidence of a comparison with the water heaters of other residents of our community, who have the exact same models installed in their residence built by Toll Brothers in 2018 (picture attached) . Their water heaters remain in pristine condition after more than four years of usage, further highlighting the abnormal and unexpected corrosion issues we are experiencing.
  
  Considering these factors, we strongly believe that the closure of the case as non-warrantable is not justified. We kindly request that Toll Brothers review our case again and reconsider their decision. It is imperative that Toll Brothers uphold its commitment to exceptional value, quality, customer service, and the highest standards, and address the corroded water heaters by providing suitable replacements that align with the stated values.
  
  If the customer care team is unable to assist with this matter or address our concerns, we kindly request that this case be escalated to director of customer care team for further review. 
  
  We appreciate your prompt attention to this matter and look forward to a favorable resolution that ensures the safety and well-being of our home and family.
  
  Regards,
  
  **************** & *******************;
  

  Business Response

  Date: 06/05/2023

  Thank you, again, for sharing your experience with Toll Brothers.  We are sorry to hear that you are not satisfied with our decision, but Toll Brothers stands behind our previous response.  The Senior Customer Care Representative and Director of Customer Care were involved in the decision process.  Please contact your Customer Care Team directly with any other concerns or questions.  

• Initial Complaint

  Date:05/05/2023

  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.

  I wanted to buy Toll Brothers' town house near ****** **** for my daughter in 2021. My daughter and I signed an agreement to hold property on September 26, 2021. I gave $1,000.00 check to the sales office in Anaheim, California. The sales office failed to sign the purchase contract with us within the three days as required by the agreement. On October 5, 2021, the sales office asked me to wire $50,000.00. I wired the money immediately and Toll Brothers' escrow company receipt shows that I wired the money as a buyer. However, the sales office only sent the purchase contract through email to my daughter to sign. My daughter signed the contract that the sales office sent to her. Meanwhile, my daughter reminded the sales office that "my mother said she has not received the purchase contract." My daughter wanted to use her income for the mortgage purpose with my financial support to put down large amount of down payment. By April of 2022, my daughter decided to move to Oregon and she did not want to have her name on the property. She informed Toll Brothers sales office of her decision and she told the sales office: "My mother wants to continue." The sales office then asked me to show my financial statements. I sent them over one million dollars statements and I was qualified for a cash buyer of the property. I was asked to inspect the property in October, 2022. After I accepted the quality of the property, I was ready to sign the escrow contract. However, the sales office, in a sudden, refused to sell me the property with me without telling me a reason. I tried to contact the sales office, and the sales office ignored me. I had to contact their escrow company asking the escrow company to return my $51,000.00 because the sales office refused to sell the property to me. The escrow refused to return my money. The escrow told me that they gave my money $51,000.00 to the sales office because the sales office terminated the contract. The sales office unilaterally terminated the contract. My daughter and I do not know what type of contract that the sales officer sent to their escrow company because neither my daughter or I was informed of the termination. Toll Brothers sales office confiscated my money and also refused to sell me the property. 

  Business Response

  Date: 05/13/2023

  The Customers statement is factually untrue and we disagree with the claim.  The Customer has submitted similar complaints at other places, which have been closed. Several Toll Brothers employees have also already addressed this matter with the Customer directly, and we will continue to do so.  Thank you.

  Customer Answer

  Date: 06/04/2023

  [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:
  
  Toll Brothers Southern California legal Counsel fabricated an email in order to make the purported default happen. There has never been a default by me. The sales office made the mistake and failed to provide me with the contract to sign in October of 2021 after I paid them $1,000.00 to hold the property and $50,000.00 additional down payment on October 5, 2021.I have been waiting for them to provide me with the contract to sign. My daughter reminded them that "my mother has not received the contract" by email. But the sales representative failed to provide the contract. The sales office further wrongfully handled the financial documents as my daughter made it clear that we will use her financials on the mortgage purpose only, but this does not change our intention to sign the contract together. But, Toll Bothers unilaterally changed our meaning and wrongfully made their onw assumption that the contract would be in my daughter's name only. I was not asked by Toll Brothers not to be a co- buyer for the property. Instead, the sales office put me on the email list as buyer at all times. I was asked to inspect the property in October of 2022 and I was also asked to sign the escrow contract after I inspected and accepted the property. They also asked me prior to the inspection of the property to provide my financial documents, after my daughter informed them that she would move to another state and I would continue the contract. I provided sufficient funds and they approved me as a cash buyer for the property, which I still want to have, but they refused to sell the property to me and they also refuse to return my deposit if they refuse to sell me the property without a default. Toll Brothers have no right to do both. 
  
  In order to hide their mistakes, Toll Brothers legal counsel submitted a fabricated email to me in order to show that the sales representative informed us of the contract under my daughter's name only. The email is a fabricated one by looking, and also by the fact that both my daughter and I did not receive this fabricated email.  We search our emails and we were unable to find any emails informing us of signing contract with one name only.
  
  Further, whether we want to sign the contract with one name or two names is not the decision of Toll Brothers the sales representative. There is no acceptance of the purported Toll Brother's email. Hence, Toll Brothers have failed to present any factual evidence to show a default of any type. Instead, I have provided sufficient evidentiary facts to prove the errors and mistakes by Toll Brothers' sales office.  
  
  It is unethical and perjury for Toll Brothers fabricating facts and evidence in order to damage customers' interest. The Legal Counsel's erroneous  argument that the fabricated emails is a proof that the sales office informed us that the contract would be in one person's name. Again, this argument is invalid because the decision should be made by us, not by Toll Brothers' sales personnel assumption. 
  
  have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me. 
  
  Regards,
  
  ***************************

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

  Business Response

  Date: 07/07/2023

  The Customer’s statements are
  factually untrue and the claims are without merit.  Toll Brothers,
  including its legal counsel, has already responded to the Customer directly.

  Customer Answer

  Date: 07/09/2023

  [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:
  
  Toll Brothers Southern California Branch Sales Joyce Lee fabricated an email stating that she informed us to sign the contract in my daughter's name. The point is that, regardless the falsity of the email, how the contract can be signed is our family's decision, or our family must confirm it. ***** *** can not make the decision for us. I have sent Toll Brothers CEO a letter on June 23, 2023 (See the attachment). I clearly stated my position and I provided evidence to support my statement. However, Toll Brothers only made statement without any evidence to support their position. Toll Brothers' legal counsel keeps misleading the headquarter and the top level management. My latest letter to Toll Brothers' CEO shows that it is unethical and unlawful for Toll Brothers to confiscate my $51,000.00 deposit. Both my daughter and I did not breach the agreement and there was no default. There is no legal ground for Toll Brothers not to return my money and also refuse to sell the property to me. 
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  *
  
  
  
   
  

• Initial Complaint

  Date:05/01/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't think there is enough room to explain everything, so here's the short story: - My husband and I went under contract with Toll Brothers on 10/01/2021 - Our house took over 1.5 years to complete - We closed in January 2023 when our landscaping was held up due to winter conditions.- Once we moved in, we were provided a booklet on how to set up utilities and possible internet providers. There was NO internet option. We called every company, and none could service our address. This took over 4 months to get internet at our residence. - Now, we are in May and have been provided with no timeline for when our landscaping will be complete. I have reached out almost weekly and received nothing but excuses and exceptions for why they can't provide a timeline for our yard's completion. In the meantime, we have nails, cigarettes, weeds, and goat heads all over our front and back yards, which means my family has no way to use those spaces and no timeline on when it will get done besides "by the end of June like your contract states." Every individual I have interacted with has been extremely unhelpful at Toll Brothers, with no empathy and the same boiler plat responses, which adds to the frustration.

  Business Response

  Date: 05/07/2023

  ***************
  Thank you for reaching out regarding your internet and landscaping concerns.  We understand your frustration and our team is working hard to provide a timely resolution for those issues that are within our control.
  
  The internet companies are not contracted by Toll Brothers. While we wish we could give everyone a timeframe for internet service, its under each internet services control when they will activate a community or phase in a community. We provide home buyers with a list of alternatives for the interim, such as satellite internet solutions, until internet services are available.
  
  Winter weather creates landscaping holdbacks for many home buyers in this area and details, including completion deadlines, are set forth in the contract and explained at closing. All holdbacks within your community are due to be completed by June 30th of this year. While we cant give a specific date, we do try to complete each home in an efficient manner by installing down a street, rather than spreading out across multiple streets. This helps us expedite the process for all homeowners, typically resulting in landscape completion before the promised date of June 30th.
  
  We apologize for the inconvenience you've experienced and hope that you enjoy your Toll Brothers home for many years to come.
  
  Best Regards,
  Toll Brothers

  Customer Answer

  Date: 05/18/2023

  [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:04/26/2023

  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.

  I made a new contruction purchase with Toll Brothers. The original scheduled construction completion date was supposed to be end of 2022. The builder was not able to complete the build and was postponed so many times. This time it was postponed to end of April. However, now that we are close to the closing date, the builder is now insisting that they have set the closing date, and it is not able to change. Due to macro environment and the rise of interest rates, lenders have been tightening the guideline. Mortgage has been difficult to get an approval. We had trouble getting an approval for the mortgage originally. We have notified Toll Brothers about the situation and was open to work with them. After negotiating with my lender, I was able to get the loan approved. However, it would just need an extra few days to process the fund. I was asking Toll Brothers to postpone the closing date for another few days to allow the mortgage to proces. Toll Brothers refused to postpone the closing date even after the 4 months delay of the construction caused by them. The builder insisted on charging us several hundreds of panelty per day for closing late. We have been very clear with them throughout the whole process on our financing status. We even talked to their financing department on other financing options. Toll Brothers did not do the due diligences to communicate with us to find a reasonable closing date. They just set a date completely on their interests and force customers to follow their timeline. I have tried to negotiate with them many times without success on pushing the closing date only for a few days. This construction is located at northern california. The property name is *******************

  Business Response

  Date: 05/08/2023

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear of your issues with your financing.  We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority. The local VP of Sales confirmed that they offered you some financing options within your closing timeframe which you did not pursue.   We are happy to hear that you have successfully closed on your home.  Please contact your local community team with any issues or questions.  Thank you.

• Initial Complaint

  Date:04/24/2023

  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.

  I purchased the new house from Toll Brothers in 2014. The porch in front door has been settling since we moved in in 2014. It is sank more than 2 inches. A few big cracks go through the concrete. The floor of the porch is off from the foundation. The water stays in the concaved floor during the heavy rain or snow and started to get in through the water proof. The issue had been reported repeatedly in last 5 years. The manager from Toll Brothers came in 2020 and acknowledged the issue and told us he had been contacting with the contractors to fix the issue. I was told by him that the contractors should come to my house in next few days. But nothing happened since then. Contractors never came. We called the customer service a few months later and a lady told us the contractors would come. But nobody came either after two years pasted. I kept calling the customer service but nobody answered my call. The township inspected the issue and told us it is a serious foundation problem and needs to be fixed urgently. We called Toll Brothers again in this month and still nobody answered the call. We left the voice and message, no one gets back to us. We reopened the case online, no progress either. We are very upset with the ignorance and it has results in the big loss of our house value.

  Business Response

  Date: 05/03/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your issues with your front porch. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  We apologize for the delayed response. The local Customer Care Team is working diligently with the concrete vendor and will provide a scope and schedule for repairs as soon as possible.  Please contact your local Customer Care Team with any issues or questions.  

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair 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.

  My yard has irrigation issues which create large areas where it is unusable. As part of the warranty process, I was told a year ago that it would be taken care of however I am still getting the run around. Now that construction has ended in my development, I am fearful it will be impossible to get this work finished. All I want is for them to do the work they have promised to me in writing. Thank you.

  Business Response

  Date: 05/03/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your irrigation issues.   We assure you that we strive to provide an exceptional experience as customer satisfaction is a top priority. The ************* Team has confirmed that they have been working with you regarding this issue,including piping out the condensation drains as well as some gutter downspouts and reseeding areas of the yard. Some of this work was done the week of 4/24/23.  During a discussion on 4/28/23 you mentioned that you were satisfied with the work and would share that information with the Better Business Bureau.  We appreciate that feedback. Please contact your ************* Team directly with any other issues or questions. Thank you.

  Customer Answer

  Date: 05/11/2023

  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. I believe that it was my action here and your follow-up with Toll Brothers that ultimately got the work finished in a timely manner.
  
  Regards,
  
  *********************