Toll Brothers
Reviews and Complaints

I have been in a Toll Brothers home in Northeast FL for less than a year and can’t wait to sell it once capital gains laws for homeownership ends. Before you choose a Toll Brothers home, connect with a homebuyer who can share some things to know before you do. Company has become too big and the customer service is not personable. The goal appears to be quantity over quality.

We took possession of our newly built Toll Brothers (TB) home in the Arden community located in Great Falls VA on October 26, 2023. After moving in we informed TB that a section of our master bathtub was chipped on the backside when installed. For several months we waited to hear back on when the tub would be replaced; however, most recently we were notified that TB would not replace the tub because the crack is above the water line. From our optic, this is unacceptable and ask for reconsideration from the corporate office to replace the tub. Our home and everything in it are brand new, so why should we have to accept a repair that may eventually become a problem for us to resolve at some point in the near future? If I purchased a brand-new bathtub from the store and later found out it was non-functional, the tub would be returned to the store for a replacement vice having it repaired. We have invested a fortunate to build this property only to find that our supposedly new tub was damaged during the installation, and never replaced when the damage was noted. I would appreciate the corporate office assisting with resolving this matter as quickly as possible. Thank you!

I signed a contract with Toll Brothers for a new luxury home built on June 4 and paid a significant deposit for the house, land, and structural options. On June 23, I received a welcome email from the Area Production manager. I was thrilled to receive this email and was glad I chose to build a house with To Brothers.

Well, that is not the case anymore. On July 13th, I inquired about the status of permits, and the Area Manager responded that they were waiting for Structural and Architectural drawings to be completed and stated…“looking to start your home at the end of August.”

I emailed the Area Production Manager on 8/1/23, 8/3/23, and 8/8/23. Radio silence to my repeated emails inquiring if the subject drawings are completed, and the permit application is in process. Why would an Area Production Manager ignore a customer email when I’m paying well over $2M for the house baffles me. I'm so frustrated, to say the least, with the lack of communication.

I never imagined the communications with Toll Brothers would be so bad.

To Toll Brothers Corporation

I am reaching out to you Because I feel very unfair. My name

Sotheary Nop, I moved into this home in October 2021. I had noticed that the Tiles installation is unprofessional but I let it be to see If I can get used to it. But since my mother came to help us take care of our new born in earlier 2022, She tripped twice so I’m asking her to go back for her safety and me and my husband took a couple days off from our work to take care of him. Then I started informing Toll Brothers about the issue. It Has already been over a year now that this issue just got solved. But now after I discussed with my lawyer, The cash settlement offer of the amount $2,150.00 that Mr Thomas Laine is unacceptable. Also it took this long already. He just offered a repair, I don’t think so And I don’t want you to do any more work further to my home either due to the unprofessional you had done.

To resolve the problem and compensate for the home you built, not safety and my time, I would appreciate it if your company would pay the cost of Vinyl replacement. And the total cost is $12,000.00.

I look forward to your reply and solution to my problem and will wait until May 22, 2023 before letting my attorney continue moving further. Please contact me by [protected]@gmail.com or [protected] Nick) I Authorize my husband to speak on my behalf.

P.S. I review on Toll Brothers Website and see this sentence stated that

‘Delight the Customer’ As the condition of our home now, we don’t expect Delight All we want just to be fair and safe to our family.

Sincerely

Sotheary Nop

Hello,

I tried to work with Toll Brothers, specifically Kyle Webster, Customer Care Rep at Toll Brothers, Merida, in Sparks, NV. I reported a dead tree in my front yard that TB planted. This tree was watered correctly all year and even rechecked by the landscapers when I had the backyard landscaping installed. All other plants on the property are alive and thriving due to proper care and watering. I believe this is a faulty tree, but they will take no responsibility. I had an appointment with the TB landscaper to discuss the tree, but I had to cancel and wanted to reschedule, but Kyle had the guy come out anyway and look at the tree while I was out without me allowing me to weigh in. Seriously not okay and is highly dismissive and unprofessional.

Additionally, I have contacted several neighbors, all with dead pine trees in their front yards. All are frustrated with the lack of customer service. These trees were either diseased, or landscapers planted them improperly. Several dead trees are also at the new Regency site in large planters. This shows me a general need for more concern regarding Toll Brothers homeowners.

Addresses with dead pine trees in front yards:

7769 Boulder Falls Dr.

7753 Boulder Falls Dr.

7840 Sprague Dr.

7763 Hoback Dr.

7777 Navasoto Dr.

Kyle dismissed my concerns and told me there was nothing he could do. I'd appreciate a response concerning this matter.

Thank you!

Victoria Bowlin

I purchased a home from Toll Brothers December 2012. I requested a patio, showed the type of patio I wanted of a neighbor’s, Toll Brothers stated they can do it, provided the amount and I paid for them to install a patio. Three months later, March 2013, the bricks were coming up, grass, moss and mold growing between the bricks. I notified Toll Brothers verbally over and over in 2013, I started putting it in writing in 2014, and even had an attorney to write a letter along with having experts in installing patios to check it out and they said it was installed improperly. Toll Brothers stated I got what I paid for, I was not within the warranty in notifying them when the warranty was up 2016, and that it was subcontracted to go through them when I paid Toll Brothers to do the job. Years later, Toll Brothers increase the water pressure within the community, houses in the community flooded, Toll Brothers stated they take no responsibility, but they sent out a letter with no date or signature about the increase of water pressure. Like other owners, we had to go through our insurance company to pay for the water damage, Toll Brothers paid my deductible, but not providing an expansion tank to me like other community members because they said I caused the water damage. If so, why pay for the deductible and send a letter out about the increase of water pressure. Toll Brothers also said this was my fault had I had annual maintenance this would not have occurred. I had BGE Home Maintenance that came out every year to perform maintenance. Per the contract, I had to go through arbitration, I did, paid for it, and the arbitrator sided with Toll Brothers in saying I got what I paid for in a patio, which she has no first-hand knowledge, but I provided pictures and what experts stated, and that I did not have annual maintenance to prevent the water damage. I refuted the arbitrator’s decision, went to the Attorney General, Maryland Home Builder and Guaranty Fund and they agreed with Toll Brothers and the arbitrator’s decision. I went to the court to appeal the arbitrator’s decision and was denied because the arbitrator’s decision is final regardless if the decision was one of manifest disregard of the law, inadequate use of reason, opinion through inadequate use of reason, acting without inclusion of rationality, and discretion that resulted in egregious unfairness. The decision was irrational, in error, and false with the arbitrator not addressing my complaint. For the past 10 years, I have been trying to get somebody to hear my case even asking Toll Brothers to settled for less than $5,000.00. I guess because I am not a business with money and connection and I represented myself as a woman, I cannot get justice served not even through the courts.

As you can see we have been trying to get this resolved since we purchased our New Home in 2013. Each time they say they cannot find where the windows are leaking. As I stated when we were in contact it only happens when it rains with a lot of wind blowing sideways. It happened again today in Houston with the big storm that blew in.

Below is the first time we report it. As of now still no resolution.
Listed below is your original sales order for them to reference.
Original Sales Order: [protected] Invoice: [protected] Date: 10/2013
Incident Leaking Window Report Sales Order: [protected] Invoice: [protected] Date:5/2016
Thanks once again for your time and patience and I’m sure the warranty/service will take good care of you!

Fall of 2021 I open a ticket about a drafty window in bonus room. I am asked to to a flame test and take temperature measures.I do. Window contractor comes out, looks and says to me that there seems to be a problem. Maybe a shim is needed in office.

Nothing is done. I reopend the request 10/31/22. Another contractor comes and take a look. No temperature readings, flicker tests. They eyeball the window and leave. Following December I ask for an update. I receive an email asking the customer care manager to get on the case and follow up until resolved.

Today I get an email saying the ticket is closed. The item is "2 years out of warranty" (We have not yet been in the house 2 years so that is an interesting statement) and we will not fix this item.

In a subsequent conversation with customer care manager, it is clear Toll is standing behind "We reserve the right" language on warranty items and not listening to my concerns.

What kind of ineptitude does it take to take a year and 3 months to say we aren't going to fix something? What of the first installer who said there *was* a problem? Why were no subsequent tests like temp readings or draft checks performed?

Why was I accused of preparing to slander the company when I said I was going to raise a complaint.

This treatment is as completely unprofessional as it was unexpected.

I bought house in April 2022, 707 Golden Acorn Court., Rocklin Ca 95765.

I am getting run around by the area REP. I have lot of Problems But They are not sending anyone to Fix or inform me that someone will come to fix.

The REP is not talking to me He is referring online service , I completed twice and they acknowledge it but no response. Now My bathroom leak causing Mould and water dripping in garage. Called customer service again she refered to REP. Again facing brickwall.I do not recommend the quality and service of TOLLBROTHERS.

Ranvir Saini

[protected]

[protected]@gmail.com

We have recently purchased and closed a Toll Brothers home in Sparks, Nevada. The experience thus far has been extremely disappointing. We had many issues on the blue tape walk-through that were incomplete when we closed. During the time of close till now, we have gone through several new replacements with Toll Brothers moving people around. Our outstanding issues have fallen through the cracks and now we get to start the process all over again. We have noticeable poor workmanship throughout our house. We found corners that are not square, tile missing grout, kitchen cabinets missing shelving, poor grout, horrible drywall and texture in several areas of the house, electrical breaker failure in one bedroom consistently tripping, construction rubbish left in kitchen draws and on the top of the cabinets hidden from view, construction material left in our backyard and never picked up, our driveway pavers installed with little to no sand in between, plumbing issues with our kitchen sink and master shower head, tub stoppers missing, faulty smoke detectors and one still hanging from a tech replacing it and not properly securing it, and their definition of deep cleaning is a joke. My kid stepped on a couple of staples left in the carpet which caused blood to be drawn. There was an overspray of paint on the majority of our tile and some form of sticky glue residue. It gets better with our carpet in the living room not properly installed, and instead of the carpet company, they send their technicians. Well, their technicians butcher our carpet now requiring it to be replaced. An issue that took two months to come to this conclusion and now we have most of our furniture in place and we get to move it when they come back in the new year to redo it. I am beyond frustrated with the end product and the lack of accountability and communication we have received. I am tired of checking in on the work orders and resubmitting the same orders when the warranty person claims it's not in the system. Sad to say I regret referring the family to buy Toll Brothers.

I will try to condense this as much as possible. On September 30, 2021 we purchased a 6 year old unit in Ridgewood of Middlebury, a Toll Brothers Luxury Townhouse Community.

We discovered a leak in our master bathroom and water stains on our entryway ceiling. We stopped using the bathroom and hired a contractor to demo the bathroom to find the source of the leak. In demoing our bathroom we discovered the master bathroom had black rotted wood in the shower curb. The sheetrock in the corner of the shower was black and starting to rot underneath the floor trim, and water damage was starting to turn some of the subfloor black as well.

I brought this to Toll Brothers attention as a 6 year old bathroom should not have this much water damage. Toll Brothers is trying to avoid taking full accountability and responsibility for this issue with our bathroom.  Instead Toll Brothers has told me they have no record of the prior owners reporting any water issues; that they have no way of knowing what kind of maintenance the prior owners did; they told me that my building inspector must have missed this when I had my building inspection done prior to my purchase; and that I should not have demoed my own bathroom without contacting Toll Brothers first.

First of all, there is no way any of this damage could have been seen with a naked eye without demolition. The rotted wood and rotted sheetrock were underneath the tile and underneath the floor trim. So the fact that Toll Brothers is trying to brush this water damage issue off as someone else’s fault and someone else not doing something right, is nothing but complete excuses on Toll Brothers part.

 

Second, I went to Middlebury Town Hall to the building department.  I looked at the building inspection record on file for our unit with the current building inspector. There is no notation in the file of our master bathroom being inspected for proper waterproofing, only that the rough in plumbing was done satisfactorily and signed off on.  So there is no record in the building inspection file for our unit that our master bathroom was ever inspected for proper waterproofing by anyone during construction. Apparently no one from Toll Brothers double checked any of the work either, because if someone had checked it, it would have been caught and we would not be in the position we are now.  The current Middlebury building inspector has only been in his position for a year, so he told me he can’t speak on what the prior building inspector did, but he told me that he does inspect for waterproofing in bathrooms in new construction before signing off on his inspections.  I showed the building inspector the pictures of the water damage in my master bathroom and I asked him what he thought.  He said it looks to him like our bathroom was not properly done. He pointed out the sheetrock with the damage on it was not the right sheetrock for use in bathrooms and that clearly whatever small amount of orange schluter membrane that was used in our bathroom was not brought above and around the whole shower curb.  He said if the schluter membrane was properly installed over the whole shower curb, then the water would have never reached the wood and the wood would not have rotted black and if the proper Sheetrock had been used the sheetrock would not grown black mold on it.

I bring this conversation with the building inspector up to highlight that this water damage is not the fault, or responsibility, of the prior owner or us.  This is Toll Brothers responsibility to make sure all of this is done correctly.  I am in the process of having the whole bathroom redone, including the whole bathroom floor properly waterproofed with the schluter system, along with the proper sheetrock for bathrooms.

 

As I am sure everyone is aware, the demolition and redoing of a bathroom is very expensive.  This is an expense that we were not anticipating having to incur in buying a 6 year old home. We purposely bought a newer unit with the expectation that we would not have to incur the expense of redoing a bathroom or kitchen for years.  Unfortunately this is not how things have gone for us.

I am writing this to make other people in our community aware of what is going on here and to strongly caution people in buying a Toll Brothers property. In addition to the black rotted wood and sheetrock, we have also discovered that what appears to be custom mirrors in the master bathrooms are just simply mirrors glued directly to the bathroom wall with a frame nailed around it. We have also discovered in retiling that the bathroom windows are not installed level, it appears to the naked eye that they are, but in reality the windows are not level when you are attempting to put tile under them. We have also discovered that our slider door off of our walkout basement is not installed correctly either, it is crooked as well. Quite obviously there are many areas that Toll Brothers rushes through, and cuts corners on, and yet, Toll Brothers markets their homes as luxury homes and charges buyers premium prices to buy. So we pay premium prices for these “luxury” Toll Brothers homes, only to find out how non luxury things are done and that Toll Brothers is unwilling to take any accountability and responsibility to make things right with the people who buy their homes.

So unfortunate I am compelled to share my negative experience with Toll Brothers on social media. I closed escrow in May 2018 on a new Toll Brothers home (formerly Coleman Homes) in Eagle, Idaho and my family was beyond excited in love with the home and community.

As with any new home, there were minor repairs addressed during the first year and I was Toll’s biggest cheerleader. Fast forward three years to June 18, 2021 when a water leak occurred in the kitchen ceiling. Fortunately I detected the leak before going to bed around 10 pm and turned off the water limiting damage. Had it gone unnoticed, we may have lost all of the downstairs flooring, kitchen cabinets and furnishings. A plumber quickly responded the next morning and after cutting several holes in the ceiling, determined the hot water (pex) line from a second story bathroom had failed. This bathroom was rarely used in three years but since our son was home on leave, was being used daily. The plumber took a video of the leak and it was evident the pex line had been damaged during the construction process by an electrician's drill to run wire (unable to upload photo - available upon request).

State Farm was prompt in processing the claim and paid for all repairs after my deductible. The plumber’s video and damaged pex line were provided to State Farm for their discovery process and upon completing their investigation, also concluded Toll Brothers was at fault. State Farm sought reimbursement for twelve long months, but Toll Brothers denied responsibility. In June 2022, State Farm referred the case to a collection litigation firm. I was notified August 11, 2022 the firm was unable to recover from Toll Brothers who they deemed to be the responsible party.

All builders are responsible for the actions of their sub contractors and it is highly irresponsible of Toll Brothers to ignore this inferior work. The kitchen, pantry, dining room and mud room were all impacted. My family (including an infant) was inconvenienced for two months during the repair process with walls/ceiling torn open, flooring removed, noise from three turbo fans, a dehumidifier, two ducted fans, one negative air and an air scrubber running 24/7 along with various work teams in our home daily. I am out-of-pocket $1310.00 ($310 for the plumber and a $1000 deductible), and State Farm $6,718.02 plus any other expenses incurred in the collection efforts.

Sadly after four years, many of my neighbors have ongoing issues with their homes. A home is likely the largest investment you’ll make and should be a place where you feel happy and safe. Please think twice before purchasing a Toll Brothers home as you may regret your decision.

Our contract was signed in December 2021. At the time, we were given an estimate of 12 to 14 months to completion. After having built 3 homes prior to this one, we anticipated it was an extreme estimate due to delays in 2020 and 2021 and would ideally be completed sooner. However, the lot sat empty until sometime in April. Since then, there have been repeated delays, and no activity at all for weeks. We receive little communication unless we specifically request it, and when we do, the excuses are weak and vague. Ten months after the contract, the house is an empty shell with no progress at all over the last 2 months. (See photos) Unfortunately, it now appears unlikely we will have a completed home by March or April of 2023 as initially estimated. We have no information regarding timing for "next" steps or for estimated completion. Every week is a week of limbo and no information.

When we originally began contracting with Toll Brother's Luxury Home Building, we were excited. However, we have ran into numerous construction defects that have taken months to correct. Their management of subcontractors and project management does not deliver 'luxury' homes as advertised. Given my experience, I do not recommend contracting with them for a new home.

Since settlement, we have had a vinyl fence installed on our property without approval. We are requesting this fence be removed. Simple request for a modification to our property that was not requested after settlement.

Although overall we are pleased with our house, the Toll Brothers run Home Owners Association does not take any homeowner issues into consideration. Our townhouse neighborhood uses black aluminum fences/railings in all common areas. This provides a very clean open look.

After closing, and without homeowner permission, Toll Brothers installed 8 foot privacy panels on the property lines between the townhouses. These partitions were never mentioned in any contract between builder and owner. Our townhouses are the only ones in the neighborhood with back yards capable of being fenced in. As a group, all seven homeowners petitioned Toll Brothers HOA to remove the vinyl panel, and install backyard fenced identical with the black aluminum used throughout the community. Both the Architecture Review Committee (Toll Brothers) and the Executive Committee (Toll Brothers) denied our applications because the fence did not match the panel they installed. Our black aluminum fence would fit in perfectly with the neighborhood. The solid vinyl fences in our tiny back yards will be an ugly eyesore.

After 2 months of closing, the closet door is still not installed. Nobody from TollBrother reached out to me about the missing closet door. When I reached out, no one could give an ETA. Basically, you will be left in dark.

This is just one of the issues. There are more.

1. Delay, Delay and Delay. Never trust the closing date they gave you at the sales center. It is way off. In my case, 4 months.

1. Serious roof cracks were found by my inspector.

2. Paint of the siding is not scheduled. No one follows up.

3. Broken fridge not replaced after 2 months of moving it. Still no date of delivery.

4. Strong odor. Very high TVOC.

The worst part of TB is that you think you pay a premium for "the largest luxury home builder in the U.S. But what you get is poor home quality and [censored]ty customer care. No one from TB cares about your experience. The time you spent in filling Stay away from TB if you can.

We're currently building a $1.825+M house with Toll Brothers and at the midway construction, we discovered one of the windows was deleted to make it structurally sound for the room downstairs. They did not inform us this when they were going over architectural drawings with the construction crew and 4 months into construction, now one of our 6 bedrooms will look like a prison room with a small window. Toll Brothers refuse to give me a credit for losing a double window nor are they willing to expand the only single window in the room into a double window. And to top it off, Toll Brothers REFUSE to match basement egress white window to the rest of our black trim windows because they said the vendor only have white windows and they're installing ALL Maryland homes basement windows with white frame egress windows regardless what rest of your house looks like. What kind of high-end home builder does that? ALL windows should match color not mismatched. I've officially crossed over to angry, unhappy customer after seeing Toll Brothers screw up our house and is not making any amends.