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:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 1st, I purchased a $1.1 million dollar home from Toll Brothers for a new home. With my home, I was given a 1 year warranty after repairs were completed for issues found during our first and second walk of the home. Per their contract, they are supposed to fix all issues that were found during the first walk before we received the keys to our home. We were given our home with issues still existing after our first walk and toll brothers blamed it on "trades or parts on backorder". As time has gone, more issues with the house keep arising. Many issues noted at the first walk of the home have still not been repaired, even 6+ months later. After taking countless days off for them to come look at the issues or send their trade team out, they still have not fixed a majority of the issues. They keep blaming it on trade-work saying that they're unavailable. After taking many days off from work to deal with issues that were supposed to be resolved way in advance, I am unable to take any more days off. Even with this, I have offered Toll Brothers to set these repairs up on the weekends as those are my days off. They have told me that they cannot do repairs on the weekends and cannot provide any accommodation for things that were supposed to be complete before we received the keys to our house.

  Business Response

  Date: 03/07/2023

  Toll Brothers has been actively working on and completing any repairs that the homeowner has brought to our attention since closing.Recently some repairs have been requested that required ordering material. When the materials came in the homeowner was out of town and we were unable to schedule the repairs. The homeowner has recently returned to town and we are waiting for dates and times during regular business hours that we can schedule the repairs.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the model home from Toll Brothers in Sept 2022. During the final walkthrough, there were a lot of items not finished. The agreement was to finish the rest after the closing. After the closing, the first one month was wasted in who should handle the remaining items: construction or warranty. After that was sorted out, warranty started pushing back on the fixes. One example is the front door. There are big gaps around the door, and when wind blows, the door would open, I have to tape the door and put a table against it. Toll Brothers would not fix it since the door is there and can be open and closed (their words). I spent a lot of time arguing about this and in the end, I said I would just post on social media that "Toll Brothers sells house where you can see the stars from your front door". At that point, Toll Brothers agreed to fix and however, until now, it is not totally fixed yet. This is just one of the examples. There are many more. Another amazing one is the light switches and lights don't match (you turn on the lights in the office from mater bathroom which is across the house). Toll Brothers said since the lights can be turned on, they will not fix the switches. I received an email yesterday which says: Toll Brothers is #1 HOME BUILDER ******* ****** MOST ADMIRED COMPANIES 2023. I am really concerned how many people will have to go through my experience by this false statement. This is a 55+ community. Imagine a bunch of retired people dream of a peaceful life and end up fighting with Toll Brothers on whether the light switches should turn on the right lights! Thank you for listening and I hope someone at Toll Brothers will have the common sense to agree that light switches and lights should match. If not, this company is or will be at its very end soon.

  Business Response

  Date: 03/01/2023

  The front door has been on schedule for Thursday March 2nd.  

  The electrical is being scheduled. We currently do not have a date but we spoke to the electrician and they are well aware of the issue. We have sent a work order and should receive dates for service.

  Customer Answer

  Date: 06/12/2023

  I filed a complaint #******** in March. As soon as the complaint was filed, Toll Brothers was actually moving along to resolve the issues. ***** (the representative) was doing a great job working with me to get things moving. However, he just got transferred to another community and things are not moving again. Please work on resolving the remaining issues and wrap things up.
  
  Desired Resolution:
  Finish the Job

  Business Response

  Date: 06/17/2023

  Thank
  you for sharing your experience with Toll Brothers.  We are sorry to hear
  of your concerns with our follow up.   We assure you that we strive
  to provide an exceptional experience, as customer satisfaction is a top
  priority.  The local Customer Care Director confirmed that your new
  Customer Care Representative met with you last week to review your items. 
  Most items are scheduled for repair during the week of June 19th. 
  Please contact your Customer Care Team directly with any other issues or
  questions.  Thank you.  

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been in our home for over a year now. During our one year warranty, several issues and needed repairs were pointed out (including our faulty heater, major cracks, paint issues, bulges in walls that need to be opened up, baseboard molding issues, etc). Some issues have been addressed, however the majority still need to be fixed. We are now almost three months past our 1 year and still have tape all over our house pointing out the items that need to be fixed. The only contact we had went on leave and now we cannot get anyone from Toll to follow back up with us.We just want acknowledgment from someone on went all of our issues will be addressed. We paid a fortune for our house only to be met with poor craftsmanship and customer service. This is not what we ever expected from the Toll Brother name

  Business Response

  Date: 03/08/2023

  ***************************,
  
  We are sorry to hear about your experience related to your outstanding warranty issues and the frustration this has cause. We strive to provide outstanding customer service in all aspects of our business. We can confirm the new Community Care Representative is aware of the outstanding repairs and will reach out to you for the complete list of unresolved items. We apologize for the longer than anticipated delay. We are committed to getting these repairs done for you as efficiently and effectively as we can.  Toll Brothers has been in business for over 55 years, and you can be assured that we will stand behind our commitments to our customers. Please do not hesitate to reach out should you need any additional information.
  
  Thank You,
  Toll Brothers Arizona

  Customer Answer

  Date: 03/24/2023

  [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:
  
  There has been no indication of when this will be fixed. We are now almost 4 months past our 1 year mark and still nothing has been resolved. We have tape all over the walls in our house indicating what needs to be fixed and it looks tacky. Its a disgrace for a TollBrothers Home. I have a playroom wall that is bulging out, I have a floor in the guest bathroom that is sinking, and several other issues that have yet to be fixed. This is lousy craftsmanship and I am beyond disappointed. I hope we can have this resolved without needing to involve small claims court.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 04/27/2023

  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 we strive to provide an exceptional experience as customer satisfaction is a top priority. The Customer Care Representative met with you to review the open items.  He received confirmation from both the framer and drywaller that repairs are scheduled for 5/1/23.  Paint touch up will follow those repairs.  Please contact your Customer Care Team directly with any other issues or questions. 

• Initial Complaint

  Date:02/17/2023

  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.

  I have recently reported a leakage issue in my upstairs master bathroom which I have started using it from past 10 months. At first they have denied my request saying that the house that they have sold me it is out of warranty now which is barely 3 years old and still in a brand new condition, When I have shared the information about the similar issue that had occur in my main level master bathroom almost after a year of purchase they have agreed to do a courtesy inspection, Upon inspection Plumber noticed a sign of moisture at the dry wall after filling up the standing shower pan with water he and other guy mentioned it could be the failure of liner which they have used to seal the shower pan that is exactly what happened at main level master bathroom he said he will share his findings with the manager and I will receive a response with in few days and the response that I have got from them is attached with complaint. Which clearly shows how nicely warranty team is denying their contractor and the construction manager mistakes if construction manger/quality assurance team inspected the house properly this would have never happened. Bathroom above and the ceiling are both sealed by Toll or their contractors. When purchasing the house, I didn't rip open the ceilings or flooring to determine if the work beneath the surface was done properly. I assumed that when I am paying approximately $600, 000 to a reputed company, they wouldn't sell me a lemon. How stupid was I? I have had a similar issue with another master bathroom. For the reference, I have also attached previous ticket in which you can see that water from my main master bathroom used to leak into the basement. It took several months of usage before the problem surfaced. This time the location appears to be underneath the shower as well. Same exact contractor worked on the construction of the showers which would lead one to believe that the likelihood of making the same exact error is extremely high.

  Business Response

  Date: 03/10/2023

  We thank ************************* for sharing their experience with Toll Brothers. We are sorry to hear of their leakage issue. We have reviewed the homeowners complaint and provide the following response.  The homebuyers 2-year mechanical warranty expired on November 19, 2021. Our team received a request on January 24, 2023 from the homeowner regarding ceiling water staining. Our team explained that the mechanical warranty had expired, however, we sent a plumber on February 8, 2023 for a courtesy inspection. During the courtesy inspection,the primary bathtub drain was removed, and putty was added to the threads before re-installation. The bathtub and shower pan were both tested and showed no further water staining on the ceiling.  Due to the results of this inspection, it has been determined that the cause of the leak is not from the plumbing supply or the pluming drain line. Per the findings during the inspection and the expired mechanical warranty, no further action will be taken by our team. The homeowner was made aware of these findings on February 9,2023. Should the homeowner choose to further investigate and provide proof of a defect, we will review and respond at that time.
  
  Thank you,
  Toll Brothers – Maryland Team

  Customer Answer

  Date: 04/10/2023

  I had an emergency due to which I was unable to write back sooner. Their story has changed completely from when they were in my house to when they emailed. When the plumber was in the house, they agreed to wetness in the stained areas along with noticing other stains that I hadn't originally noticed. At that time, I was told that we did the best we can and were unable to locate the problem. When I asked can't you cut open the ceiling to see what is going on, I was told he doesn't have the authority to do so. What I am failing to understand is that clearly there is a problem that is out of my reach and there is no way for me to cause the issue. The only people who had access to the area were the Toll brothers. They have created some sort of mess and I am held responsible for their mess. How is this acceptable? The major mistake I made was buying a property from them. Clearly, they have used materials that are unable to sustain usage for more than a few months. Also, I should have inspected each step of the way myself because they don't care whether since they wash their hands off of everything anyhow. I wasn't expecting them to sell me a lemon but it seems like I was wrong. Clearly, it is my problem because I placed my faith in a company that I thought was reputed enough to stand by their product but they didn't turn out to be any different from their competitors. 

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drywall issues Cement issues Unleveled floors

  Business Response

  Date: 02/28/2023

  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 Customer Care Team has confirmed that they received your list of warranty issues on 3/14/22 and completed those items that were under warranty by 6/21/22. 

  You submitted issues with your sunroom ceiling drywall on 2/13/23.  However, the home was out of warranty at that point.  Cement issues and unleveled floor issues were not submitted.  Please contact your Customer Care Team directly with any future issues or questions.  Thank you. 

• Initial Complaint

  Date:02/07/2023

  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.

  1. The wall is uneven. The repair time is crazy, it has been more than 6 months and no one really follows up. Every time I have to open their inefficient online ticket system to play "catch me if you can". The guy will response me and then no follow up. I have to keep opening the tickets and I always have to keep remind him to fix. More than 6 months, he only arranged the tile guy to fix, now I am waiting for him to arrange some guy to fix the baseboard and the wall. he still said he is arranging the guy to come out. THIS IS UNACCEPTABLE! 2. HVAC issue. There is airflow and caused the furnance overheat. This is an installation issue. I was bounced around between the same guy and the installer. Both of them won't take responsibility. 3. The shower knobs are loose and one of them just came off. I have been used for less than 4 months. The quality of the work is horrible. 4. Air vent for the dry machine is block. They use cheap metal plate for the airflow opening and the metal door stuck and cannot move freely. This almost caused my dryer dysfunction and clothes not dried. It took me so long to figure out why my dryer not working. After report this issue, they don't feel shame for this mistake or replace a better vent open cap. Almost a month, I am still waiting for someone to fix this stupid issue. I spend millions to buy this house and more half million upgrade. The quality of work is not there. The service level is not there. The material is cheap.

  Business Response

  Date: 02/09/2023

  Hello, I spoke with ******** on 2/8/23 and 2/9/23 and discussed the following issues. He was satisfied with our response and thanked me for the follow up
  
  The wall is uneven was completed on 2/9/23
  HVAC issue as discussed with ******** this item is outside of our warranty period.  Toll Brothers has agreed to have the unit inspected as a courtesy.  A work order has been sent to the appropriate vendor on 2/9/23
  Shower Knobs - as discussed with ******** this item is outside of our warranty period.  Toll Brothers has agreed to assess and repair as needed. A work order has been sent to the appropriate vendor on 2/9/23
  Air vent confirmed  on 2/9/23 this item has been resolved.
  
  Thank you,

• Initial Complaint

  Date:02/02/2023

  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.

  On 2/5/2022 I entered into a contract to have Toll brothers build me a home in there ******************* located in ******* in ********* **. Once entering into contract one of the conditions was to have TBI/Toll Brothers internal mortgage company provide me with a pre approval meaning, I would have to apply for the financing with them. Before moving forward I requested not to go through them simply because I myself am a mortgage banker. Once I was given a verbal commitment form a Toll Brothers representative ********************************* Did I move forward suppling them with a requested Loan Approval letter did I give them *********** totaling $9,133.00 . $2000.00 for the ****** money deposit, $1000.00 for the reservation deposit, $2000.00 for Base house deposit and finally $4,133.00 for the sales options I came to them several months ago when interest rates climbed into the 7% range to inform them I no longer qualify for the financing, asking for a refund and was told NO I am in violation of a provision in the contract they broke on my behalf. I have acted in good faith and with complete candor in every step of the buying process. They also had gone out of the confines of the original Toll Brothers contract by permitting me to use my own financing, and certainly you can refer to those exhibits. It is possible to argue that this deviation waters down the terms of the original contract,The bottom line is that market has changed, the economy is facing unprecedented inflation, and possible recession. I am no exception to that rule. All deposits made, monies paid etc. were done in ******* and good faith.Since the contract execution my business has dropped dramatically.To hold me a buyer to the provisions of this contract is the equivalent of duress and unconscionable financial hardship, when I cannot continue such obligation due to completely unforeseen circumstances. I have suggested several remedies to you, it seems everything suggested has been rejected.

  Business Response

  Date: 02/10/2023

  ****************** entered into an agreement with Toll Brothers on March 17, 2022.  As stated, he requested to not apply with Toll Brothers Mortgage based on his employment as a mortgage banker.  Toll Brothers honored that request which was memorialized by the buyer executing a TBI Mortgage Application and Financing Waiver Endorsement (Endorsement)concurrently with the Purchase and Sale Agreement (Agreement).  ***************** on executed the Endorsement and Agreement on March 11, 2022 and countersigned by Toll Brothers on March 19, 2022.  The TBI Mortgage Application and Financing Waiver does not water down our agreement, nor is it Toll breaking a provision of the Agreement, it simply waives a provision in our agreement, which the buyer requested. 
  
  ** the summer of 2022, ****************** informed ** that he wished to cancel his agreement with Toll Brothers and receive his monies back.  At that time we discussed the terms of our agreement and furthermore, the challenges ****************** faced.  Through good faith efforts by both ****************** and Toll Brothers, to not further risk additional deposits being lost, the parties agreed that if ****************** proceed with the purchase and finalized his outstanding option selections, Toll would agree to return those option deposits, if ****************** was unable to close escrow due to his inability to obtain financing only.  This would allow him time to further address his financial situation while being able to continue with the construction of his home. We also had him speak with Toll Brothers Mortgage to give additional options to him.  With his home not projected to close until the Spring of 2023, this would give him substantial time to find a solution to qualify for his purchase, with no additional risk outside of his original deposit monies. 
  
  After months of following up without selections being finalized and next steps taken, the home was at a standstill; therefore, Toll Brothers took further action based on his failure to finalize his options by notifying ****************** that he was in breach of the Agreement.  ****************** failed to cure his breach within the cure period set forth in the Agreement,Toll Brothers proceed with the termination of the Agreement and retained deposit monies as liquidated damages pursuant to the terms of the Agreement.  No further action is required on this matter.

  Thank you.

  Customer Answer

  Date: 02/22/2023

  [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: ********
  
  I am rejecting this response because :I have acted in good faith and with complete candor to you in every step of the buying process.
  Toll Brothers also had gone out of the confines of the original Toll Brothers contract by permitting me to use my own financing, and certainly you can refer to those exhibits.  One of the reasons was that I am in the mortgage business, and I was seen as a desirable client in the previous economic market.  It does waters down the terms of the original contract, 

  I did inform Toll brothers of my desire to cancel the contract due to financial distress ( I no longer qualified for the financing plus my credit score had dropped dramatically ). I did not agree to move forward as it would have been like committing financial suicide.... With my lost income coupled with my credit score falling as a mortgage professional myself I would never advise a client to move forward under the conditions, so why would I ? The reason I did not agreed to proceed with the purchase and finalized my outstanding option selections only because Toll Requested me to come up with additional funds for the design center options which exceeded an additional $10,000. If I no longer qualified for the financing why would I give them more money ?  My income was cut by as much as 60% due to the current economic conditions plus with interest rates more the tripling I no longer qualified for the financing. As for me speaking with a Toll brothers mortgage, well that's a flat out lie!!! To hold a buyer to the provisions of this contract is the equivalent of duress and unconscionable financial hardship, when they cannot continue such obligation due to completely unforeseen circumstances which affect many consumers, even many I am dealing with...

  I even suggested to have the contract transferred to another entity to purchase the property on my behalf and was rejected. 

   

   

  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/26/2023

  Were sorry this is your position. Toll Brothers stands by our previous response.

• Initial Complaint

  Date:01/29/2023

  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.

  Brought a new home from Toll Brothers in 2019, created a ticket right after walk through about a dent in the kitchen hood, Toll Brothers strung me along last three years promising a replacement hood. I have detailed email chains about this. Last year when they completed the build out in our development someone reached out to me saying that I am not eligible for a replacement, and they will refund me $250 for a hood that will cost me $1300 to plus labor for replacing. They changed their ticketing systems may time though out the three years, but i do have a detailed long email chain spanning many years.

  Business Response

  Date: 01/31/2023

  I spoke to ************** today and agreed to replace his exhaust hood. 

  Customer Answer

  Date: 02/21/2023

  [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:01/24/2023

  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.

  We signed a contract with Toll Brothers for a new construction residential single family home in October 2021. Our sales person advised that the anticipated date of build will be March of 2023. After long anticipation, the Sales Manager finally reached out last week letting us know the permits were released and she coordinated a pre-construction meeting for today (1/24 10am). Upon arrival the project manager advised he did not have the permit, blue prints or plans uploaded to his software which are needed to have the meeting take place. In recent weeks, I had proactively reached out to the City of ********* on multiple occasions as well as in person, they have assured me that the permits are issued and uploaded in both the *** ***** and *** Platforms where Toll Brothers needs to retrieve them.Toll Brothers continues to assure me that they do not have access to the permit yet City of ********* says otherwise. I have left messages for the Sales Manager as well as the Director of sales and I have not been able to get a clear response as to what the status is on the permits and what are next steps.We are rapidly approaching the expiration of our contract that denotes the agreement of completion of the property which is set to expire October 2023. This lack of communication and continued process delays on behalf of Toll Brothers ,is holding up the start of construction. We are unable to get a point person that would give us a clear response on what the discrepancy is. We had high expectations of Toll Brothers , this experience has led us to be extremely frustrated and disappointed with their customer service and we have yet to even begin the building process. We have exhausted all options on attempting to get this issue addressed.

  Business Response

  Date: 02/04/2023

  Thank you for sharing your review of Toll Brothers.  We are sorry to hear you have concerns about our construction process.  We strive to provide an extraordinary experience and always stand behind our products. Your satisfaction is very important to us. The local municipality has completed the permit review process at this time and the permit has been issued. We are excited to begin the construction process and look forward to the delivery of a beautiful Toll Brothers home. Please note that an on-site team member will call you on a weekly basis to provide progress updates on your home. Please continue to work with your local Toll Brothers team regarding any other questions about your home. Thank you.

• Initial Complaint

  Date:01/24/2023

  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.

  In October of 2020 I purchased a newly built townhome from Toll Brothers. At the time of closing there were still numerous unresolved issues that the construction manager said would be handled by the Toll Brothers warranty department. It has now been 15 months and all the issues have still not been fixed. The most glaring unresolved issue is with the rooftop deck. During the summer, we noticed tar leaking out from under the siding and onto the ******** deck surface. This occurred not just in our home but in most if not all of the homes in the new community. Toll Bros investigated and found that the issue was with how the ******** reacted to the moisture barrier underneath the siding. The issue was made worse because Toll Bros workers who came to identify and fix the issue stepped in the tar and made tar footprints over the deck surface. Their solution was to hand cut strips of ******** and replace the stained ******** with them. The result looks vastly different than it did before the tar issue occurred. Originally the ******** along the walls was a single large piece that went from the deck surface up under the siding now their are very noticeable and uneven strips overlapping the deck surface on the edges around the deck. During the months between when they were notified about the issue and now they have no-showed on scheduled work dates multiple times, not replied to texts and emails asking for updates, used access to neighbors decks and a lift to enter the deck without notice or permission and not overseen the work being done or checking to make sure the work was done.

  Business Response

  Date: 02/04/2023

  We thank **************** for sharing their concerns with warranty repairs. Toll Brothers is committed to completing all open items, within our scope of work.
  
  The roof repair was a cosmetic repair on the outside perimeter of the roof. The affected area was replaced with the same product and process as the original install in July of 2021. The new surface did initially stand out on the existing rooftop deck.  Toll Brothers scrubbed and power washed the rooftop deck to achieve a better match.
  
  The lift was used to help avoid the need to walk through our customers homes during the repairs.  All customers received communication about the lift use prior to starting the work. We will continue to work through the remaining items on the list until complete. Please contact the local Production Team with any questions Thank you.

  Customer Answer

  Date: 02/07/2023

  [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:
  The issue remains that the deck currently looks drastically different/worse than it did before the tar leaks began. This is an issue that was caused by Toll Bros incorrectly installing the ******** and water barrier to begin with. I am unsure why Toll Bros seems to say that the deck now looks different after it has been washed and scrubbed as compared to before the washing but after the first attempted repair since no Toll Bros representative has seen the deck since the power washing or reached out to schedule a time to take a look at it. There are still tar stains and the areas that were scrubbed in an attempt to remove the stain are now seen easily as large white splotches on the deck. I am also unsure why they brought up that they had communicated that a lift would be used. The issue was not the use of a lift but either no call/no shows when they had scheduled to do work or coming onto the property without any notice or permission. The fact remains that the deck still has tar stains, the strips they attempted to use to repair the issue still look very different from the state of the deck before the tar began to melt. All homeowners in this community have the same issue. Only one has had their deck repaired so that it looks as it did before the tar began to leak. I am asking for the same repair as was done with that home. This is one of several still outstanding issues almost 16 months after closing.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 02/15/2023

  We thank **************** for sharing concerns and frustrations. We are committed to completing any items covered under the warranty as part of the year end agreement. The roof repairs have been completed and the contrast between the new products and original products was distinct as the existing roof had not been cleaned. We have cleaned the existing roof to create less of a contrast. If there are additional areas that need to be cleaned, we are happy to do so. We are available to come evaluate the roof with **************** as well.

  Customer Answer

  Date: 02/16/2023

  [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 deck after the repair and cleaning looks substantially different/worse  and is nowhere near a close approximation to the same condition as existed prior to the warranty request and tar leak. Toll Brothers has now sent cleaners out twice to attempt to remove the tar and have been unsuccessful. The second cleaning added additional areas that are now very discolored from the original grey to white. Based on the responses I am unsure if the Toll representative responding to this has looked at the pictures provided as they make no mention of them or the specific issues raised.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/07/2023

  We thank **************** for sharing his on-going concerns with warranty repairs. The Customer Care Team would be happy to meet *** ****** at his home to go over the repairs that were conducted. We have cleaned the roof to try to achieve the best match possible. If *** ****** is interested, we have the option for a spot replacement of the area of concern. This and all repaired areas will blend as the roof weathers with time as it is intended.  *** ****** can contact his local Customer Care Team to schedule a meeting or with any additional questions. Thank you.

  Customer Answer

  Date: 03/17/2023

  [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:

  I have met with the Customer Care Team to go over the repairs that were conducted multiple times. The "spot replacement" would mean multiple parts of the deck cut out then patches put down. This would do nothing to make the deck look any closer to it did before the tar leakage caused by Toll Brothers incorrect installation in the first place. Saying that at some point in the future the deck will somehow look better than it does now as it weathers is not a solution.

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

  Business Response

  Date: 03/24/2023

  We have reviewed ****************** inquiry and we are sorry that he is not satisfied with the roof repairs. We stand behind the repairs as they were completed in accordance with the post-repair condition of home standards in his new home warranty.  The warranty was provided to **************** at time of contract and at closing, and he may refer to it for additional details. Please contact the local Production Team with any other concerns or questions. Thank you.

  Customer Answer

  Date: 04/11/2023

  Regarding the Post Repair Condition of the Home:
  The issue was initiated because Toll Brothers installed the water barrier/******* incorrectly. Because of this tar began to leak from under the siding onto the duradek. Before the repair and the tar the ******* was 3 large contiguous pieces that overlapped by about an inch where they met. On the sides/borders the ******* continued up under the siding so there was no border/strip of ******* around the edges. The tar was also tracked onto other areas of the deck besides the edges by the Toll Brothers workers when they came to assess and repair. Toll Brothers repair was to cut the edges of the ******* off and replace them with strips of new material that now run along the edges of the deck and up under the siding. For the tar tracked on the rest of the deck they attempted to clean these by power washing the deck. This did not work, there are still areas of tar on the deck but now they are surrounded by white splotches where the power washing stripped the color from the deck.
  
  Toll Brothers have given 3 options for continued repair.
  
  The first is to cover the areas of tar/white with black paint used for roadways.
  The second is to cut the areas out that are affected and put down more patches of duradek. These patches will overlap the existing ******* with a raised lip.
  The third is to do nothing. They say eventually the ******* will fade which will lead to a more uniform look. They don't have a timeline for when they think this will happen.
  
  They also agreed to replace one side of the strips along the border since they were cut extremely unevenly and are not straight.
  
  *******, the Toll rep who walked the deck with me and a ******* rep said "I didn't know the point of this meeting today, me seeing it myself, I wouldn't agree with it", "even presenting it to you right now I felt stupid. I can't show this guy this paint color. No way he would say yes to it.", and "It'd be a patchwork. Look like a cardigan."
  *****, the ******* rep, said that he would "contact them[***** & *****, *******'s bosses] as well. Because this is insane. I'm sorry I don't mean to overstep[directed at *******]".
  
  After speaking with both ***** and *******, ***** reiterated that the 3 options above were the only options.
  
  In the warranty section on Post Repair Condition of Home it states that "Repairs undertaken pursuant to the Warranty are intended to restore the Home to approximately the same condition as existed prior to the Warranty Request, but not a new condition." You had mentioned that your manager was a lawyer and he had read the agreement and thought that they did not have to do anything other than the options above. Would he be willing to share his thoughts on why he thinks that is? I think either the patches or paint would make the deck look far different than it did originally, as the tar stains and ******* strips did originally. When I spoke to ***** about this, she said that the purpose of the ******* is only for waterproofing. "It's not meant for looks, it's meant to waterproof the home." While I agree that a rooftop deck material needs to be waterproof, I don't agree that so long as the repairs leave the deck waterproof that is the only criteria given that it is also a living area and the verbiage in the warranty agreement above.

  Business Response

  Date: 04/19/2023

  We have reviewed *** ******’s rebuttal and we are sorry that
  he is not satisfied with the roof repairs.  We stand behind our previous
  response.  Please contact the local Production Team with any other
  concerns or questions. Thank you.