Complaints

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

close

Find a Location

Toll Brothers, Incorporated has 118 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Toll Brothers, Incorporated

  1140 Virginia Dr Ft Washington, PA 19034-3204

  
• 

  Toll Brothers, Incorporated

  916 Wandering Way Dr Waxhaw, NC 28173-8071

• 

  Toll Brothers, Inc.

  7164 Columbia Gateway Dr Ste 230 Columbia, MD 21046-2983

• 

  Toll Brothers, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

• 

  Toll Brothers

  13820 Old Saint Augustine Rd Jacksonville, FL 32258-2448

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2023

  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.

  Due to a lack of a proper(non-existent) retention wall, our yard is eroding into yours. During the construction of one of your homes, you failed to put a needed (originally planned) retention wall in. The home is located at ******************** Emmett,ID. *****. Our yard is continually eroding and our common fencing is falling into your new build home. My contractor has contacted you about this problem and you have failed to even contact us about this problem. It is imperative that the originally planned retention wall be put in place.

  Business Response

  Date: 02/03/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with your yard.  The local Director of Production has confirmed that the Toll Brothers home site was developed as planned, with no retention wall.  It appears that your yard, which was not developed by Toll Brothers, may not have been graded properly.  A Toll Brothers team member will contact you to discuss further.  Thank you. 

  Customer Answer

  Date: 02/14/2023

  [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 rejecting this response because:  
  
  Regards,
  *****************************
  

• Initial Complaint

  Date:01/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  House was delivered and closed with multiple issues. Forced to close on order to hold rate and not lose over 100k deposit on the buy.house was not ready to be delivered. Still not resolved and some issues have no resolution because of bad subcontracting or vendors they have to explore options. Ie loose railings that drop off to the downstairs that one of my children could easily fall to their death.company has the issue with other houses too and no solution and are exploring ******* for solutions. A luxury homebuilder they are far from that. Multiple incorrect subcontractor installations requiring follow up and accountability that they are sending some random warranty guy to fix when it's initial issues not warranty work! Want the lait addressed and want it done and fixed by professionals.

  Business Response

  Date: 02/07/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your open 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 have been in contact with you regarding these issues and has scheduled vendors for February 9, 2023 to work to resolve these issues. Please contact your Customer Care Team with any future issues or questions.  Thank you.  

• Initial Complaint

  Date:01/04/2023

  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.

  Bought the house in early 2021. In fall of same year heavy usage of a spare room had us notice that the window was *very* drafty. A ticket is opened. Within some months, window person comes by. We do a flame test looking for drafts and take temperature readings. He says, with the customer support manager in the room, this does seem to be a problem. The window might need a shim to close seal it better. An entire year goes by with no action until I reopen tickets. Another window installer comes by. They nod, apply calk to another window and disappear. No word on a resolution. I and my wife share this office and it is not just a little cold. Very cold. The resolution? Contractor says nothing is wrong, and "I am closing this claim we will not re visit this claim the HO is 2 years out of warranty." A basic inability for doing arithmetic -- we have only been in the house 2 years so how can it be two years our of warranty? What about the previous statements about the draftiness of the window? The answer from customer care is, to whit, "Toll Brothers reserves the right to accept or deny all warranty claims." when I called. Maybe it is just a cold window -- but my other windows on same side don't have this problem? Why? They don't know. They don't care to find out. It is clear, they just don't want to bother. Really, my beef is *less* about the window -- which I will get resolved in spite of Toll -- and more about how the case was handled. A year of waiting, promises to fix and then closed for "being out of warranty" because they waited for over a year to do anything. I cannot explain how dissatisfying this entire interaction was, and I was even accused at one point by the customer care manager of planning to slander the company.

  Business Response

  Date: 01/12/2023

  ***************,
  
  We are sorry to hear about your experience related to your window and associated service requests, and the frustration this has caused. We strive to provide outstanding customer service in all aspects of our business. We can confirm that we have reached out to the vendor, ***** ******, and they are willing to add a thicker insulation to the window. Our warranty team will be in contact to schedule this service. 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 Utah

• Initial Complaint

  Date:01/03/2023

  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.

  We closed escrow on our home July 27th, 2022 and have been working for the past 5 months to have our home completed.The issues described here were identified prior to close of escrow. We were assured that Toll Brothers would take care of them. The high gloss tile in the master bathroom has numerous issues including unlevel spots, grout discoloration, scratches, chips, and a haze from the grout. Further the master bathroom shower bench has a lip thats causing water to pool, missing grout, cracked grout and a grout stain thats been there from the close of escrow. A secondary bathroom that has shower tiles and a wall thats not level and numerous finish issues throughout the entire area. Cabinets throughout the home that were ordered white and painted off-white.One particularly perturbing issue is an unfinished corner of our house and cracks in roof tiles around it. This is concerning as this unfinished corner is essentially a hole in the home where the elements can enter. After a roof leak caused by poor flashing the roofer mentioned cracked roof tiles and an unfinished corner. This part of the house isnt visible from the ground so we were unaware of this until recently. At the close of escrow the construction manager had mentioned some minor repair and paint in this area. It appears the Toll Brothers construction representative was aware of this. Beyond the issues with our home, the people we are working with have no incentive either positive or negative to help us get anything resolved. Theres no concern that were frustrated and have issues. They have passed the blame to their vendors on every outstanding issue; we didnt sign a contract their vendors we signed with Toll Brothers. Multiple requests to speak with someone in leadership to raise awareness in hopes of resolution has resulted in nothing.Toll Brothers has disappointed us, broke our trust, wasted our time. Wed like our issues resolved and leadership within the company to be made aware.

  Business Response

  Date: 01/19/2023

  ********************,
  
  We are sorry to hear about your experience related to your outstanding issues and the frustration this has caused. We strive to provide outstanding customer service in all aspects of our business. We can confirm that we are currently in the process of resolving the listed items and apologize for the longer than anticipated delay. We have received inspection reports and have been working on scheduling the repairs. In addition, the cabinet door fronts will be ready and replaced in February. We have confirmed the roof repairs were completed and there will be minor touch-ups completed. As a gesture of good faith, we are installing a light rail at the kitchen cabinets and reimbursing the 3rd part inspection cost. 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: 01/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The commitments and comments are agreeable, however I don't want this case to close until the work is complete.  I've been told these items will be taken care of since we closed escrow on July 27th, 2022.  If Toll Brothers follows through with the commitments I will be satisfied and willing to accept the response.
  
  Regards,
  
  ********************
  

• Initial Complaint

  Date:12/28/2022

  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.

  The sidings of our Toll Brother build house at **** ***** ******** ******** fell off on December 23, 2022. The house is only 1.5 years old.The problem was caused by the sloppy installation of the sidings, not the wind, mother nature, or acts of God. There are multiple hundreds of houses in this Toll Brother neighborhood. All of them stood up the wind with the exception of this single house. We cannot use the wind as an excuse. IT SHOULD NOT HAPPEN TO A 1.5 YEARS OLD HOUSE, especially a luxury, high end house of assumingly high quality. It was a disaster waiting to happen.On December 23rd, the day before the Christmas Eve, it felt the whole house was falling with non-stopping loud noises (we learned it was caused by falling /loosing sidings after inspections). One can only imagine what we went through. We left multiple voice mails and emails. We waited, waited for a reply from Toll Brother but nothing. At the minimum we need to know who is the sub-contractor and what siding material was used so we can follow-up with them asap before the whole sections of sidings fall off and get damaged. This is urgent!!! It is now December 27th, and no one from Toll Brother has provided any supply / siding contractor info to us. By talking with the neighbors, we now know it could be ***************** or ****** but still yet to confirm who it is. Toll Brother claimed this is beyond one-year warranty but warranty is written by people. If it is clear that the root cause of the problem is the sloppy installation in a 1.5 years old house by Toll Brother who builds their brand of delighting customers. Shouldn't they fix the problem before further damage?In summary, we are asking for two things:1.Toll Brother request the sub-contractor to fix the siding problem with the same brand of materials and the same color asap 2.Provide us with the sub-contractors contact info and the brand name of the siding material. Is it ***************** , ******, or something else?

  Business Response

  Date: 01/06/2023

  Thank you for bringing this concern to our attention.  Due to the Christmas holiday, our offices were closed 12-23 through 12-26 and our teams returned to work on 12-27. Upon returning on 12/27, our Customer Care Coordinator and Customer Care Representative both discussed the wind damage to home with the homeowner.  Additionally our team reviewed the Toll Brothers Limited Warranty as it related to their concern.  As this falls outside the scope of our warranty, we then connected the homeowner with the siding installer, ******** Building Supply, to visit the home. When we followed back up with ******** Building Supply on 1/3/23 for a status update on the visit, *******’s stated to us that the customer canceled the appointment and had fixed their siding themselves. Our Customer Care Representative then called the homeowner to discuss and verify they had corrected their siding.  This was confirmed complete by the homeowner.  Thank you

  Customer Answer

  Date: 01/19/2023

  [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:
  

  Reading Toll Brothers reply, it seems they did everything they could.  Unfortunately it was far away from the truth. 

  First of all, Toll Brother said the damage was caused by the Wind, that is not true.  When the siding got fixed, the sub-contractor noticed missing mails and the damaged holes everywhere due to overdrive by the electrical drills.  It was clear the sidings fell off due to poor installation quality, not the siding materials or the wind.   We can have the sub-contractor does a testimony. There are multiple hundreds of houses in this Toll Brother neighborhood. All of them stood up the wind except my house.  It should not happen to a 1.5years old house.  I still believe Toll Brothers aims to BUILD TO LAST, NOT JUST TO SURVIVE ONE YEAR WARANTTEE PERIOD.

  I had asked Toll Brothers several times via phone calls with ****** and the emails with ******, *** and their supervisor regarding who is the siding installer.  TOLL Brothers WERE NOT WILLING TO PROVIDE THE INSTALLERS NAME.  HAD THEY SHARED THE INFO THAT ******** Building Supply IS THE INSTALLER, ASKED THE INSTALLER TO TAKE A LOOK OF THE SITUATION ON DECEMBER 27th-28th, OR at least offered that they would have the installer visited the house, WE COULD HAVE ******** Building Supply SOLVED THE SIDING PROBLEM, then decide the responsibility party to pay the bill.  The only information Toll Brothers provided to us was the siding material manufactorys name, ******.  The siding installer, ******** Building Supplys name was NEVER mentioned up until December 28th , the day I told them I had no choice but to file a complaint in BBB, my very first complaint in BBB in lifetime.
  Knowing we could not count on Toll Brother and it would be raining on Saturday, December 31st, my husband and I had called over 10 siding sub-contractors to find one who can get the job done before potential further damage on December 31st.  The sub-contractor we hired completed the work on December 29th-30th.  My husband did ask ***** of Toll Brother to give us the reimbursement, and it was refused.

  At this stage I request Toll Brothers to provide the imbursement of $1550 that we paid to fix the siding installation quality problem.  We have the receipt for it. I also ask Toll Brothers to contact me instead of my husband for further communications if any.

  Regards,

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

• Initial Complaint

  Date:12/26/2022

  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.

  Dear Sir/Madam, Wanted to bring this in your attention and seeking help getting the items repaired by the builder where they are not responding towards the complaints reported. We have bought a home in ********* ***** from Toll Brothers in Dublin (E), CA and raised some of the items like cracked outside stone/s, cracked backsplash in the kitchen, uneven surface of the Master Bathroom Shower platform on Ist floor and water is sipping inside, Faulty electricity circuit in Guest room etc... I have been trying my level best to followup with them but not getting any response from the customer service of Toll Brothers. Its been almost 3 years since a few of these requests raised and still no resolution yet. Could you help us getting the justice and have these items repaired? PFA some of the email communication and the poor response from the customer service of Toll Brothers and advise if I can provide more information. Some Thank you, ****** 

  Business Response

  Date: 01/13/2023

  In response to the complaint filed by ***********************, Toll Brothers is working with him to address the service items presented. If any issues are found to be warranted, they will be address as needed.
  Our Customer Care team has been in contact with ************** already.
  

  Thank you.
  

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

• Initial Complaint

  Date:12/22/2022

  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.

  We closed on our home with Toll Brothers @ Wolf Ranch in September. At the orientation prior to signing closing paperwork, we were walked through the home and discussed any issues/touch-ups that remained; however, upon arriving at our home, the range hood that we had purchases as part of our selections with Toll Brothers Design studio was not installed. We were told that it was estimated to arrive within the week. Just to make sure we were being covered, we requested that and end date (October 1, 2022) be provided in writing, so that, should the hood still not be installed by that date, our builder would be responsible and take action. It is now 3+ months after our closing date and we still do not have a hood installed, nor do we have a date of future install. We have had installers arrive at our house on three occasions (in which we had to take off work to be there) and on all three occasions the item arrived either damaged or as the incorrect items. Also on all three occasions, we were unable to reach anybody with Toll Brothers to assist the installers in making a decision. At this point, Toll Brothers has told us that they have been "very straightforward regarding expectations;" however, that has certainly not proven to be the case. Toll Brothers has not attempted to provide an alternate option (when we requested this we were denied). We have been very disappointed with this process with Toll Brothers.

  Business Response

  Date: 01/06/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with getting your range hood installed.  We assure you that we strive to provide a world-class experience, as customer satisfaction is a top priority.  Our local Customer Care Manager has confirmed that your range hood was on backorder and has not yet been successfully installed.  Toll Brothers is unable to guarantee a delivery date for a backordered item.  The Customer Care Manager did provide some options including:
  --the opportunity to reselect a range hood from the options available through Toll Brothers’ supplier
  --a refund for the range hood
  
  We apologize for any inconvenience. Please contact your Customer Care Manager if you wish to move forward with one of the options above.  Thank you. 

  Customer Answer

  Date: 01/17/2023

  [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:

  As noted in my original statement, we received multiple incorrect or damaged items, irrelevant of whether items were backordered. Toll Brothers has been unable to provide an estimated date for the item that was selected and have repeatedly clarified that the item is backordered without a known ETA, which is unacceptable. It is unclear why Toll Brothers provides individuals who choose to build with them a particular option if they are not able to supply said item or provide an alternative option within a reasonable time frame when repeated items are delivered and rejected by us due to damage or incorrect items being sent. In regards to the other options that Toll Brothers states the Customer Care Manager provided, we were never provided specific item options for replacement, and ultimately looked up Toll Brothers supplier (********) on our own and sent items to the Customer Care Manager to see if these were available. These were not made readily available to us to choose from nor were we ever provided item numbers to look up and choose from (as was the case when we selected to original item). We were provided the following response: "If you would like to look at hoods for a reselect that they are able to supply, please let me know" on December 22 (3 months following closing), to which we responded and were ultimately never provided specific hoods for reselect. Next, we were not offered a refund for the range hood, rather we were explicitly told that this was not an option with the following response from the Customer Care Manager "I did request a reimbursement for the hood upgrade, but was denied the reimbursement request because the lender has held an escrow on the home due to the missing hood." We were never informed of a dollar amount for a refund option for the hood. 

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

  Business Response

  Date: 02/24/2023

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your frustrations with getting your range hood installed.  The Customer Care Manager has confirmed that a range hood was selected and installed on January 25, 2023.  We apologize for any inconvenience. Should you have any further concerns please reach out to your Customer Care Manager directly. Thank you. 

  Customer Answer

  Date: 03/08/2023

  [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:12/21/2022

  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 entered into a purchase contract of a town home by Toll Brothers at the end of March this year (with delivery TBD, but it was suggested March 2023 was delivery anticipated month. At the time, they informed me that I should refer a friend and I would get $5k in closing cost credit. I referred my friend and we both signed a referral form at the suggestion of Toll Brothers. I then get scheduled to visit the design center to choose the upgrades. The toll brothers representative even suggested just go for the flooring because there are already $30k+ in upgrades already. I then asked her to remove the other upgrades so I can customize the place myself. She informed me that I can’t choose the 30k in upgrades and if I don’t like it then someone else will buy it. I choose the flooring, and we get a ******** for upgrades we didn’t want to have. Then a few days later, after my friend signs the contract, I am informed that I wasn’t subject to the referral bonus because technically I’m not a home owner yet. At no point in time, was any of this explained to me and I was repeatedly told that it would be taken care of. I spoke to the Toll representative and told her about the situation. She pressured us to choose our options because if we didn’t, then the place would be built without our input. I then proceeded to inform her that we wanted to cancel the options since we were informed that there was a technical error and that they would make us whole. Turns out eight months later, nothing was done and management never called me. I just kept getting the run around. Toll also lied contractually by saying that ev chargers were pre installed. They also never brought my concerns to management and they refuse to give me the contact info of their executive office. They refuse to connect me to their top executives and scramble to keep their issues localized. I tried numerous times to get the contacts, but they just ignore me and threaten me to cancel.

  Business Response

  Date: 01/04/2023

  At the time the contract was signed, the home had preselected electrical options already chosen which were provided in the purchase agreement.  These options once selected are not removed, and they are reflected in the total purchase price.  This community offered design packages for the Buyers to select from which includes a choice of flooring.  The Buyer did have the opportunity to go into the design center and meet with a Designer making selections from the design packages that were offered, including flooring.
  
  At this community Toll did offer a pre-wire for EV charging as an optional option upgrade.  Prior to the first closings at this community, the city informed Toll that this pre-wire option needed to be removed to obtain a certificate of occupancy.  Due to this city requirement, Toll removed this option from all homesites, with the option amount being credited back to any Buyers that had this option included in their home.
  
  The homeowner referral program is paid to previous Toll homeowners for referring a friend or referring themselves for a new Toll home purchase.  Validation of the previous Toll homeownership is confirmed by Toll.  At the time of the friends purchase, this Buyer was not a previous Toll homeowner, and his home that he had purchased was not complete, therefore he did not qualify for this incentive.  Furthermore, Buyers friend was a previous Toll homeowner and this friend opted and signed off on the incentive for referring himself, so that he could receive the incentive being offered. 
  
  The Co-Buyer, contacted the Sales office in late Nov. and requested to cancel their purchase, letting the Sales team know that they were seeking resolution.  Toll responded to this request per our mutually agreed upon contract, directing all communication through the proper channels.

  Customer Answer

  Date: 01/25/2023

  [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: the information that they stated is false.  I however would like to withdrawal this complaint as the issue has now been resolved.  
  

  Although their response was false, I do not wish to pursue this anymore.  We have come to an agreement.   Can you remove the complaint?

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

• Initial Complaint

  Date:12/14/2022

  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.

  Posted: 12/14/2022 12:00:00 AM about Toll Brothers, Incorporated I am frustrated by the lack professional response from Toll Brothers, ** on my issue field with them since APR 2022. I purchased new home from Toll Brothers, CA at the ***************, Dublin in NOV 2020. I have a corner lot of the BLUFFS model and as part of the *************** community all corner lots come up with a boundary wall due to the side road. The boundary wall was constructed in NOV 2020 when we moved in and *********** was the sub-contractor, Toll Brothers hired to complete the boundary wall. One year later, in January 2021, a vertical crack started appearing at the joint of the wall. I thought that could be some settlement and could be within construction tolerance. Two months later in March 2022, I noticed the crack is more than 3/8 INCH and that time I got concerned. In April 2022, I filed a ticket to fix the issue and more importantly a request for evaluation if the ground underneath was stable, to do a professional inspection of the boundary wall. The immediate response from Toll brothers customer care team was to fill the crack using putty and that's it. GroundWorks assessed the wall at the 3/8 INCH by looking at the pictures that I sent and said it is within acceptable limit. Toll Brothers still wanted to do putty work to fill the crack. The crack at the time of writing this review in December 2022, has now widened to ONE INCH and it is now beyond acceptable limit of construction tolerance. Toll Brother continues to offer me the same fix which is doing a patch work. I had requested Toll Brother to reinspect the wall back in APRIL 2022 and do a 3rd party engineering inspection of the wall. My consistent requests are falling on deaf ears. There is a high chance that the boundary wall could come crashing down in near future and is a risk to human life. I am very frustrated

  Business Response

  Date: 12/29/2022

  Good Morning,

  In response to the complaint filed by ********************** (Complaint ID *********, Toll Brothers is prepared to have the following take place:

  -A scheduled inspection of the wall and soil to take place with the geotechnical engineer, the wall designer, the installer, and Toll Brothers.

  If any issues are found to be warranted, they will be address as needed.

  A copy of any reports generated by the inspecting parties scheduled by Toll Brothers will be provided to **********************.

  Our Customer Care team will be contacting ********************** on January 3rd to schedule the inspections.

  If there are any questions, please contact me directly at ************

  Thank you.

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

  Vice President

  Toll Brothers - Northern California

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

• Initial Complaint

  Date:12/05/2022

  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 reserved a home site in September 2021, and TB was supposed to start trenching the following month. They said they had delays due to permits. Finally signed a purchase agreement at the beginning of February 2022 as we saw interest rates tick up. Before we signed, we asked for verbal and email confirmation of when the home would be completed (as the date had been pushed already) and were told by the sales team that we could move in October and that the reason it was delayed was because of a permit for a wall that they didnt know they had to get (how do you knot know?). Knowing that TB Mortgage has a 6 month lock, we knew we could lock our interest rate in April since home would be done in October. Come April, the house hadn't even been started and the wall was not complete. They kept pushing our date and interest rates kept going up, yet homes in later phases were going up all around our lot. I continued to remind them that they gave me verbal and written guarantee that our home would be completed and that is the only reason I signed the agreement. The delays were not due to labor or supplies chain issues. They lied to me and told me the city hadn't given them the permit. However, I went to the city/county and learned that they had received the permit to build the wall in January. We are now told our house wont be completed till February of 2023, the interest rates have shot up, and I would have never purchases the house had I not been guaranteed a completion date of October by the sales team. I asked if we could participate in their Fall savings event, to get the closing credits they are giving new buyers, to use to buy down a rate somewhat reasonable since the delay is due to their incompetence, and they said no and we are stuck buying a house at an insane rate because we were mislead and lied to. Dont even get me started on the craftsmanship (i've found nearly a hundred beer cans and tequila bottles on the site and numerous construction errors).

  Business Response

  Date: 12/18/2022

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear about your frustration related to your closing date.  We assure you that we strive to provide an exceptional experience, as customer satisfaction is a top priority. Below is context regarding your closing date.
  
  -While you reserved a home site in September 2021, delays with the master plan builder prevented Toll Brothers from taking your agreement until February 2022. 
  -Upon reservation and prior to agreement our sales team disclosed that our agreement allows a 12-month build time that starts at agreement.  At no time did our sales team provide a guarantee of a close date.
  -Shortly after taking your agreement the sales team was alerted to the permitting issue with the retaining wall that delayed construction of your home.  The sales team along with our construction manager alerted you of this issue during your weekly call. 
  -Our VP of Quality and Production, Mike V*********, reached out to you regarding this permit issue, as well. 
  -We received the permit for the retaining wall on February 22, 2022.  The permit process was delayed from the county of *********** due to Covid closures and understaffing.  
  -After the retaining wall was constructed, the home was trenched in late April 2022 and the projected closing date is February 9, 2023. 
  
  The sales team has conducted weekly calls and email updates with photos of construction milestones since the start of construction and will continue to provide these updates until after the close of your home. Please continue to work with your community team regarding any issues. Thank you.