Complaints

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

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  Toll Brothers, Incorporated

  1140 Virginia Dr Ft Washington, PA 19034-3204

  
• 

  Toll Brothers, Incorporated

  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:04/17/2023

  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.

  The problem is that we are move into a brand new home built by Toll Brothers our house, two-story house with two bedrooms and a game room in the second story just recently in the game room in the middle of the wall a wet spot show up and its been getting bigger every time it rains. I contacted their maintenance service request and I was told that he was an isolated event and it will happen again. Well, every time it rains the wet spots. I need the skin bigger the person from Toll Brothers to email me. His name is ************************* in the Austin Texas area.

  Business Response

  Date: 05/16/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of the issue with your game room wall.  We assure you that we strive to provide an exceptional experience as customer satisfaction is a top priority. The Director of Customer Care has confirmed that the Customer Care Team reviewed this issue with you and explained that you should contact the roofing trade of your choice for a resolution.  Since your home closed in October 2021, your roofing warranty had expired on 10/1/22. As a courtesy, our roofing trade partner can stop by to inspect the roof in the area of concern to provide some guidance for when you contact your own roofing trade. Contact your local Customer Care Team with any other concerns and questions. Thank you.

• Initial Complaint

  Date:04/05/2023

  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.

  Toll Brothers Warranty Department:Items reported within warranty period is now being rejected due to warranty that had expired Kitchen cabinets still pending and it's been over a year from delivery... not getting prioritization from Toll Brothers for an incomplete delivery.

  Business Response

  Date: 04/23/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with warranty follow up.  We assure you that customer satisfaction is a top priority and we strive to provide an exceptional experience. The ************* Team has reviewed your open warranty issues and below are their responses. 

  --The selected cabinets are no longer offered by the manufacturer so they had to be special made which adds more time to the order. We have checked with the manufacturer again, as of 4/12, and material should arrive by the end of April.  At that point the repair can be scheduled within 3-4 weeks of material arrival.
  --The stairs staining color variance issue was addressed once during the warrantable period. Stain variations will occur and arent warrantable as each piece of wood has its own characteristics and adopts stain in different manners. We would be happy to provide the vendors information if you would like to ask them for a quote to re-stain certain sections.  The cost for the re-staining would be at the expense of the homeowner.

  Please contact your ************* Team directly with any future issues or questions. Thank you.

• Initial Complaint

  Date:04/04/2023

  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.

  Dear BBB,I am writing to file a complaint against Toll Brothers regarding the recent issues we have experienced with our basement. Over a year ago, we purchased a house with a finished basement from Toll Brothers. We specifically chose one of their top padding and carpet options for the basement.Unfortunately, this winter we discovered that the basement concrete wall had a crack and water started leaking into the basement. This resulted in muddy water flooding our finished basement and causing significant damage to the carpet. After numerous communications, coordination, and negotiations with Toll Brothers' customer service, they finally admitted that the concrete wall crack is covered by our home warranty.They scheduled several repairs to remove the drywall, seal the crack, and install and paint new drywall. While this process took a long time to negotiate and schedule, it has finally been completed. However, we are now facing an issue with the mud-stained carpet and padding underneath.Toll Brothers has only agreed to "clean" the carpet, which we believe will not be able to fully remove the mud underneath the carpet, especially underneath the padding. Despite our repeated requests to have the padding replaced and the carpet deep cleaned, Toll Brothers' customer service has refused to agree to this proper repair.We are extremely disappointed with Toll Brothers' lack of willingness to address this issue properly and provide a satisfactory resolution. We have been TB's customer in PA and MI, invested multiple home and a significant amount of money in our homes and expect better quality and service from a reputable company like Toll Brothers.Wed truly appreciate it that BBB intervene in this matter and assist us in resolving this issue with Toll Brothers. We believe that the mud-stained carpet and padding should be replaced and properly cleaned as part of the warranty coverage for the concrete wall crack. Thank you for your assistance in this matter

  Business Response

  Date: 04/15/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with your basement. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local ************* Team shared with you that the leaking basement wall crack was no longer covered by Toll Brothers warranty.  After the first year,the warranty is through the manufacturer, Tremco.  As a courtesy, Toll Brothers removed the drywall, and insulation so that Tremco could repair the leaking wall crack.  After Tremco repaired the basement wall, Toll Brothers installed new insulation and drywall and painted it. Toll Brothers has offered to clean the carpet.  However, our team was not allowed into the home to clean it.  We remain willing to clean the carpet.
  
  The egress window dent was repaired during closing.  Our offer to repair again after closing was refused.  We remain willing to repair the dent as previously offered. The blue tape concerns have been addressed. Please contact your ************* Team directly with any future issues or questions.  Thank you. 

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to you because of continued delays to my home being ready, resulting in increased rate and monthly mortgage payment. This is my second home being built new, but the first one from the ground up and it took less than a year. When I came to tour the Toll Brother's property at ********************* in August of 2022, it appeared that the structures were all in place, foundation done, only needing the buildouts. I was told at that time that they would be ready late Dec, early ******** that time, my rate was *****, on August 22, 2022. I went on Toll Brother's guidance and made an educated decision to do a rate lock, even giving the process extra time, with an expiration date in Feb. I did the rate lock Sept 1, 2022, agreeing to the rate lock fee of $3608, and paying $24360 in points to bring the rate to ****, bringing my monthly payment to $1775.39. You all subsequently told me that it would not be ready as initially promised, then saying that it wouldn't be ready until March or April. This delay caused my rate to expire, and now I was faced with a higher rate of *****, and a higher monthly payment of $1855.51. I am not the richest man, and was very unhappy with this, but felt I had no other choice, because I had paid the deposits and obtained my preapproval, not wanting to start over, but your company would not do anything to remedy this. So I did the 2nd rate lock, with an expiration date of May. Again, I did this based on Toll Brother's statements that it would be ready March or April. A few weeks ago, I finally got notice that closing would be May 1. I spoke with your team to confirm this. However, on last Wednesday, I was advised that it would be pushed back to a few weeks into June. I'm pretty sure that this means I will be faced with another rate increase, and monthly payment increase. I understand some delays can happen, but it is going on 6 months since the structures were already up, and my payments continue going up. I continue to be left in a homeless situation, paying higher rents because of month to month, unable to commit to anything, missing other credit opportunities because I continue to be unable to apply for new credit. I really wish that walk away and look for other companies/builders/properties, because it seems that Toll Brother's does not care about resolving these issues or my financial well being, but I don't feel like going thru this ****************. I really believe that you all should pay the necessary fees to bring my rate back down to the initial rate I locked in at in Sept 2022, especially seeing that I am financing with your lending arm, and after seeing your huge profits in your annual reports. This gesture would not hurt you and would help to make a new home buyer happy. This could also avoid the negative impact to future home buyers, as my co worker wanted to know the name of your company so that they could look at other builders in order to avoid this. I would really like to have this resolved amicably and be able to enjoy my new home without the resentment of the increased costs caused by your delays and misinformation.

  Business Response

  Date: 04/17/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with the delayed delivery of your home.  We assure you that customer satisfaction is a top priority and we strive to provide an exceptional experience. We acknowledge that utility and infrastructure delays have impacted our building schedules.  We have been transparent in sharing all delays during the weekly calls between you and the community production and sales teams. In addition, our management team is in direct weekly communication with you and our goal remains to deliver you a complete beautiful and high-quality home. Please contact your Sales Team directly with any future issues or questions. Thank you.

• Initial Complaint

  Date:04/02/2023

  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.

  We signed our contract with Toll Brothers Jan 2021 and as of April 2, 2023 we are still not in our home. We were finally given a closing date, then it was delayed. We were able to do the walk though inspection and were shocked at the poor workmanship and the number of items needing to be repaired/replaced. The quality of the home looks NOTHING like what Toll Brothers represents in the model homes. Below are some of the items we found: • The lighting is dated and of poor quality. • There are cracked tiles in the flooring. • The shower backsplash had cracks and uneven tile laid. • The toilet water pipe was in the middle of the wall between the sink and toilet not tucked behind the toilet as in the models. • Missing soap niche in one of the bathroom showers. • Chips and dents inside and outside most cupboards in the kitchen and bathrooms. • Missing upgraded back splash. • Missing upgraded Insta Hot. • Missing upgraded designer panel on the dishwasher to match kitchen cabinets. • Missing upgraded dimmer lights. • Missing upgraded ******** double oven, builder installed ******* *** which did not match other appliances, not to mention the price difference. • The granite counter tops look horrendous. o The granite is not lined up on the Island, has chips and a very noticeable seam. o In order to install the stove top they cut the granite unevenly, chunks of granite were taken off the edges to make room for the stove. The right side is missing much more than the left side. o We have shown the counter tops to two interior designers, a contractor and a granite fabricator who all agree the counter tops were not installed correctly. Toll Brothers would never accept workmanship like this in their model homes. They claim to be a “luxury” home builder yet provide substandard quality of work. We have provided a list of items for repair/replacement, photos and a third party inspection for your review.

  Business Response

  Date: 04/12/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your issues. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  The local Director of Production has confirmed that your issues have been reviewed and resolved. Please contact your Production Team directly with any future issues or questions.  Thank you.  

  Customer Answer

  Date: 05/10/2023

  Our experience with Toll Brothers has been very disappointing. We signed our contract in January 2021 and we are still not in our home. We understand the delays in goods/services due to COVID but we have exceeded that timeline. We have had to go back to the Design Center to pick out new items due to this delay because they no longer have them. We have been informed we cannot get items we picked at all and we need to obtain them ourselves after closing because they can no longer offer them. We have lost
  a much lower interest rate which has cost us financially due to these delays. We have been renting and paying storage fees due to these delays.
  We were finally given a closing date, then it was delayed. We were able to do the walk though inspection and were shocked at the poor workmanship and the number of items needing to be repaired/replaced. The quality of the home looks NOTHING like what Toll Brothers represents in the model homes. 

  Below are some of the items we found: 
  • The lighting is dated and of poor quality.
  • There are cracked tiles in the flooring.
  • The shower backsplash had cracks and uneven tile laid.
  • The toilet water pipe was in the middle of the wall between the sink and toilet not tucked behind the toilet as in the models.
  • Missing soap niche in one of the bathroom showers.
  • Chips and dents inside and outside most cupboards in the kitchen and bathrooms.
  • Missing upgraded back splash.
  • Missing upgraded Insta Hot.
  • Missing upgraded designer panel on the dishwasher to match kitchen cabinets.
  • Missing upgraded dimmer lights.
  • Missing upgraded ******** double oven, builder installed ******* *** which did not match other appliances, not to mention the price difference.
  • The granite counter tops look horrendous.
  o The granite is not lined up on the Island, has chips and a very noticeable seam.
  o In order to install the stove top they cut the granite unevenly, chunks of granite were taken off the edges to make room for the stove. The right side is missing much more than the left side.
  o We have shown the counter tops to two interior designers, a contractor and a granite fabricator who all agree the counter tops were not installed correctly. Toll Brothers
  would never accept workmanship like this in their model homes. They claim to be a “luxury” home builder yet provide substandard quality of work.

  We hired a third-party inspector to come out and inspect the property before the walk though. The inspector found pages of items that were not done correctly or to code by Toll Brothers. Some of the items are, but not limited to electrical, HVAC, roof repairs, animal feces, and many more. These were items that would have been safety issues for our family and could have cost us much more money if not caught upfront.

  We paid over $330,000 for upgrades that were installed by unqualified, inexperienced workers.

  Unfortunately, Toll Brothers has put certain verbiage into the contract that covers them for shoddy workmanship and delays. If you back out of the contract you lose all the money you have put towards the home in addition to a note amount as a penalty. Once you sign the contract with Toll Brothers and have paid your deposit they no longer care about the customers or the quality of the home.
  We made a huge mistake using Toll Brothers and trusting the Design Center and Construction Manager that our home would be done with quality workmanship as seen in their model homes. We have built a home with another builder in the past and had a wonderful experience, so we were not expecting this from a builder who claims to provide “luxury” homes. We feel we have been misled throughout the process. The excitement we once felt about moving into our dream home is now gone due to the quality of our home and the terrible customer service we have experienced from Toll Brothers management.
  This has been a very disheartening experience and we would never recommend Toll Brothers to family and friends.

  Business Response

  Date: 05/16/2023

  Thank
  you for sharing your experience with Toll Brothers.  We are sorry to hear
  of your roof leak.   We assure you that we strive to provide an
  exceptional experience, as customer satisfaction is a top priority.  The
  Production Team is actively in the process of correcting the roof leak issue
  and will remedy any damage caused by the leak.  Everything listed in your
  first BBB complaint has been resolved.  Please
  contact your Production Team directly with any future issues or
  questions.  Thank you.  

  Customer Answer

  Date: 06/02/2023

  [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 items in our original complaint have not been resolved yet.  The construction manager came out and reviewed but none of the items have been fully resolved.  This builder claims to be a “Luxury home builder” yet the quality of workmanship is terrible!  They up-charge on materials and then do not install them correctly.  Every cabinet, counter, tile and the wood floors have some kind of chips, dents or scratches on them.  Nothing looks new in our new home due to the terrible quality of workmanship Toll Brothers has provided.  We can’t even get blinds put in our home because we now found out the windows are even crooked.  They claim the will repair the items but so far they have not been repaired and what has been repaired has not been done in a quality manner.  I have no idea why TB would claim the complaint has been resolved when this is not accurate.  
  
  
  Regards,
  
  
  
  **** *******
  

  Business Response

  Date: 07/05/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your on-going issues.   We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority.  A member of the Production Team will contact you to review your issues.  Please contact your Production Team directly with any future issues or questions.  Thank you.  

  Customer Answer

  Date: 07/16/2023

  [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 items on our original complaint have NOT been resolved.  We have multiple outstanding repair tickets open that still have not been addressed and several items we are just stuck with having them as is because it would now cause too much damage to our property to fix.  We have had workers in and out of our home making messes and still the items that need fixed are not all fix and we now have visible mold in our attic and who knows where else in the walls it may be.  Toll Brothers terrible workmanship has been one issue after another.  This is NOT a “luxury homebuilder” with the quality of work we have had after waiting two and a half years for them to build our home. 
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 07/28/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your continued concerns. We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority. A Toll Brothers manager will contact you regarding next steps. 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:  We still have several outstanding ticket items that need to be fixed.  Once they are all properly fixed at that time we would be able to close out the complaint.  I am not comfortable doing so with so many outstanding items still not properly fixed.  
  
  
  Regards,
  
  
  
  **** *******
  

  Business Response

  Date: 09/21/2023

  Thank you for sharing your experience with Toll
  Brothers.  We are sorry to hear of your continued concerns. We assure
  you that we strive to provide an exceptional experience, as customer
  satisfaction is a top priority. The Customer Care Team and Construction
  Manager will continue to provide you with regular updates regarding your open
  items. Thank you.

  Customer Answer

  Date: 09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I still have several outstanding tickets out for repairs.  Once TB has completed these repairs I will be able to close out the complaint.  I am not comfortable doing so at this time due to my previous experiences with TB.  
  Thank you. 
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a condo that I lease out in the Toll Brothers community of ************************ in Fountain Hills, AZ. Starting at the end of last year there was a roof leak during rain. The roof was still under warranty, therefore Toll Brothers came out to fix the roof and the interior damage. Now the roof is leaking again in the same spot only way worse then before. Toll Brothers has supposedly fixed the roof but have still never fixed the interior. Both my property manager (***********************) and myself have spoken to multiple people but are not getting anyone to respond for the repairs. Not only do I have an expensive condo being ruined by rain, I also have a very unhappy tenant and the loss of revenue (monthly rent $3,950.00) for the last four months. Can you please help me?

  Business Response

  Date: 04/07/2023

  We apologize for the outstanding warranty items and are committed to resolving the issue as quickly and efficiently as possible. We understand that you connected with our Customer Care Manager this week and that she is now working directly with the property manager to schedule the repairs. We truly value our homeowners and regret to learn that your experience has been anything less than extraordinary. Please let us know if you have any additional questions as we stand by our promise to make things right. 

• Initial Complaint

  Date:03/25/2023

  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.

  All A19/E26 light bulbs in home are flickering.. Builder is suggesting to use non-dimmable light bulbs...(Builder installed dimmable lights with the home at the time of closing) which doesn't make any sense. Initially they tried to fix it by tightening the neutral wires at circuit board outside but that didn't fix the issue. Now they are ignoring me & my phone calls & unable to provide a resolution. None in my street / homes got this flickering of lights issue & this is very annoying & frustrating at night times with new born & small kids in the home.

  Business Response

  Date: 04/04/2023

  We are sorry you are experiencing this issue with your lights and the communication issues. We are unsure who you have been attempting to call or contact, but our Austin Division Office has a full-time receptionist who answers our calls and responds or forwards voicemails to the appropriate departments.

  In regard to your concern about the flickering lights, we have had the electricians out to your home several times to ensure that all wiring, switches and fixtures are connected and tightened. Unfortunately, there are known issues with the newer LED bulbs that are being sold and installed for all lighting fixtures today. While these bulbs certainly save energy and last longer than the older incandescent type of bulbs, regrettably it introduces other possible issues. The science around LED bulbs causes this flickering due to how it uses the energy to illuminate the light. This is such an issue that the electrical provider in your area ***, has an page on their website dedicated to this anomaly. Here is the link for this webpage: *************************************************

  The science behind the issue:

  Even though you don't always see it, all main-powered light sources flicker whether incandescent, halogen, fluorescent or LED.
  
  Main electricity is an alternating current (AC) supply, delivered at a frequency of 60 hertz. Which means the electric current that powers your lights any lights switches backwards and forwards 60 times each second.
  
  We didn't used to notice it with our old incandescent bulbs, because the bulbs residual heat kept the filament glowing between flickers. This was a side-effect of the inefficiency of traditional bulbs. These old incandescent bulbs typically wasted around 90 percent of input energy through heat.

  In addition, some people are more susceptible to seeing the flickering than other due to their individual visual acuity. 

  Regrettably, the only thing we can do is to ensure all of your wiring, switches and fixtures are properly installed, which we have done on 2-3 occasions.

  Customer Answer

  Date: 04/13/2023

  [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:
  If there is a bad power, every one in my street should experience this. NONE got this issue then WHY ONLY MY HOME?
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/28/2023

  We are sorry you are continuing to experience an issue with your lights. We have sent electricians to your home on several occasions about this matter. They have ensured that all wiring, switches and fixtures are properly connected and tightened. The electrical provider in your area, ***, has also shared some additional guidance regarding this issue on their website, ************************************************************** contact your local Customer Care Team with any other questions or concerns.  Thank you.

• Initial Complaint

  Date:03/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Location: *******************, Danville CA ******** Buy: May, 2012 Builder: Toll Brothers (*******) This house had a water leak inside the wall above the fridge, close to the water heater area. It happened in July 2018. Toll Brothers helped to fix the damage - the wall and hardwood floor. Meanwhile, Toll Brothers let me sign a Release. This release mainly focuses on the hardwood floor, not the water leak. A new water leak was found at the same place on 2/4/2023, which is less than 5 years compared to the last water leak. The wall and hardwood floor are damaged. I contacted Toll Brothers many times. There is no reasonable response - yes/no to help! Instead, point me to look for this, to look for that. Two Days ago, Pleasanton Office replied to my inquiry with a new office address in Irvin, CA, without a phone, without email, just an address. She let me contact that office. I have sent my letter to that office. I did reply to her email to ask for phone and email, but no reply! This house is not under warranty now. This is true. But the water leak is definitely because of the faulty workmanship of Toll Brothers. The leaking water pipe is plastic. The water leak happens at the same place. The new water leak is less than 5 years from the last one. Toll Brothers need to take care of this and help to fix the issue. Can Toll Brothers please reply to my request and please let me know if you will help or not? I hope you can reply to me with YES. Please let me know at your earliest convenience. BTW, I keep the right to file a lawsuit if there is no reasonable response to my inquiry! A complaint has been filed to the California Dept. of Insurance against ******* Insurance (Home Insurance). Also, pursue a complaint to Toll Brothers if there is no reasonable response from Toll Brothers.

  Business Response

  Date: 03/30/2023

   Hello,
  I have reviewed your concern and read the history of your issue. We repaired your leak in 2018. However, since you closed escrow on 5/10/2012, you are out of the warranty period. As a result, Toll Brothers is not accepting liability and will not send someone out to repair the current leak. 

  Customer Answer

  Date: 03/30/2023

  [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 is not a warranty related! Warranty expired does not work for this case. See reasons:

  1. Toll Brothers did the things wrong at the time for the construction for this property - you should not use the cheap plastic water pipe line inside the wall!!! This is the key reason to cause this issue. 

  2. Because of you wrong design/construction for the customer invisible water pipe line inside the wall, there was 1st water leak on July 2018

  3. The fix for the 2018 is not solution from the root, Toll Brothers only fix the water leak with poor quality.

  4. Because of the poor quality fix for the water leak on July 2018, it causes new water leak which was found on 2/4/2023.

  5. Is it acceptable for a big company like Toll Brothers, the fixed issue comes again less than 5 years? Of course NO!

  6. I need Toll Brothers solve the issue from the root cause - make this not happen again: change the cheap plastic water pipeline to copper ones, this is the only solution! Or guarantee it is not happened again if it is just a fix.

  7. Toll brothers HAS TO DO what i mentioned above. It is reasonable!
  
  Regards,
  
  ******* **

• Initial Complaint

  Date:03/16/2023

  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 bought a brand new house from Toll Brothers and my sales experience was horrible. Once they reeled me in, they couldn't care less and made me close on a house that was lacking quality. The assumption was that since it's a brand new house, and Toll Brothers are known for their quality of work, they will take care of things that are not complete, or done incorrectly during the first year contractual warranty. This is where I was wrong. After the first month's walk, We identified a lot of issues some purely cosmetic like paint, nail pops, overspray, etc. but some were concerning like floors squeaking in multiple places, already visible seams on walls even on the day of closing, incorrectly sealed locations, unsanded/unfinished rails, hammering marks on balcony/deck framing, wood pieces chipping and peeling off the frame, stairs not sitting right and squeaking, etc. The Toll Brother warranty team promised that anything we've identified during and before our first month's walk will be taken care of in the next couple of months depending on the availability of material and people. Since then I've had to take time from work to accommodate their schedule on a weekday for over 6 times (in the past 2 months) and the flooring people come in, find a workaround and fix it and leave. Once they leave, not only the place that was squeaking isn't fixed but now a new place around the existing issue starts squeaking. After at least 4 visits from them, I was now told that due to frequent visits, we will do it at the end of the first year. Then I was promised that the construction manager will come over and address the issues, and like any other time, I took time off and no one showed up. The flooring people come in and blame it on framers, stairs people come in and blame it on painters for sanding, etc. The floors squeak so hard that I'm losing sleep now. I would like to request BBB to get some explanation from the business and help me get these issues addressed.

  Business Response

  Date: 03/27/2023

  We thank *************************** for sharing their experience with Toll Brothers.  We are sorry to hear of their concern with the construction quality.  We have reviewed the homeowners complaint and provide the following response.
  

  The home close date was September 28, 2022 and our team has been in contact with this homeowner regarding multiple concerns since then. Most open items have been completed except the following:

  - stair post and rails will be re-sanded and finished on March 31, 2023
  - loft level trim molding will be re-painted on March 31, 2023
  - cabinet repairs will be completed when we receive the backordered parts

  In addition, our team has coordinated multiple visits between the homeowner and the flooring company and framers to address the stair/floor noise. Most recently, a construction manager on the team visited the home on March 16, 2023 and inspected the flooring concerns. The homeowner agreed to another visit from the flooring company scheduled for March 31, 2023.  The homeowner can contact the local construction team with any other concerns.
  
  Thank you,
  Toll Brothers – Maryland Team

  Customer Answer

  Date: 04/14/2023

  [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 partially rejecting this response because:

  I appreciate Toll sending contractors over to finish the outstanding tasks. However, it's unfortunate that the floorings tasks are still open and have been pushed to August/September 2023. I am perfectly fine with the new timeline provided to me, however, I fail to understand that how 5 visits couldn't fix the issues in the floor where the noise is not due to settling lumbar and frame. Also, another thing that I find fascinating is that the Toll team assumes that if the contractor conveys that the issue has been fixed, they take it for the face value and close out the ticket. 

  Currently, I'm waiting for the end of the year walk to address all these open issues and I would like to be as cooperative as I've been to begin with. My only concern is that to save time and effort, if the contractors continue to find workarounds rather that identifying and fixing the underlying cause, this is going to continue to happen. I am not happy about multiple visits either, it take a tremendous amount of effort and impact on work at the owners end as well. 

  I'd like to keep this issue open and not resolved until September when all the issues are expected to be resolved. I did get in touch with the local construction team and they have assured me that all these issues will be resolved after the second walkthrough. The warranty team is doing their job really well, however, its falling short in being able to close out some of these issues upon validation and in a timely manner.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/09/2023

  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.

  There was a Domestic violence situation that allows me to break my lease within 30 days of notification and the apartments are refusing to allow me to exercise my rights. They also have refused to let me use my military orders which is also a clear violation. My understanding is that **** provided two options which were for me to be evicted OR to pay back all of the concessions, etc and leave or words to that effect. All of which is illegal under both reasons to include the one valid in terminating the lease due to domestic violence.

  Business Response

  Date: 03/21/2023

  Dear *******************,
  
  Thank you for sharing your concerns with us here. We appreciate the opportunity to respond.
  
  Toll Brothers Apartment Living has reviewed the details of this complaint, investigated the situation, and has already resolved this matter directly with ***************
  
  Thank you,
  
  Toll Brothers Apartment Living