Toll Brothers Reviews

Many Toll Brothers homeowners in my neighborhood all have the same issue of delays on outstanding work orders. We all closed within weeks or months of each other and it’s been an uphill battle to get resolution. The stucco people came out and fixed some parts, then the paint people came but didn’t quite complete the order. We had to have them come out again. They still need to finish out some exterior paint issues and that is also not resolved. The stone work up front was partially worked on and then they didn’t have the guy come back out. Our HVAC order only got resolved and once we connect directly with the HVAC company who also advised to go directly through them for faster service rather than through Toll. Our cabinet and drawers have not been addressed by Oakcraft and we keep getting the run around there as well.

At this point - we are approaching 2 yrs and Toll Brothers has been awful at following through on their product and workmanship. Every homeowner on Villa Hermosa and Monte Lindo has these issues. I would NOT recommend buying or building with Toll. Their name used to stand for luxury and quality. They build terrible homes and drag their feet on repairing their mistakes. They also have high turnover with their warranty company due to the high volumes of repair work orders due to their sloppy build.

Toll Brothers only allowed 2 companies to work on site so you had to pick one to complete front and back patios with pavers, tile, lighting, landscaping, spools, water features etc. Both companies were very very expensive and gave minimal products. The work here was not great. An example would be in my front patio. I have two different shade pavers. On the outside of the townhomes they use stucco and these natural slate wall tiles. The stucco has many cracks and separations and the tile falls off constantly both products will not do well over time. Many of the units have roof leaks and as I sending this Toll Brothers are replacing all 64 roofs because of problems with brown correlated metal roof. They also replaced on our new unit the air conditioner (condenser). They did many other units and also had to build new block walls around air conditioners because original walls were to small and air would overheat.

The inside of our town villa was just OKAY but not the quality we thought we might have. The paint job was sloppy, the kitchen and laundry cabinets were barely builder grade and rough. All three vanities were dropping down slightly so the caulking had to be redone. Both taps in main shower were lose. For some reason cold not fix.

all. I would never work with Toll Brothers again and overall it was a bad frustrating experience. We were concerned what might happen to the house in the future so we decided to sell which we did do last month. Stay clear.

Now for the ones with a construction background (carpenter, electrician, plumber, data specialist) do visit a site under construction and let it sink in how poor the construction of a new home by Toll Brothers is established. (Cheap Labor, poor construction quality.) Toll Brothers is using local contractors, kind of how lucky do you feel buying a lottery ticket? Think twice before spending your money. So honestly what happened to the craftsman’s ship of building a solid home? At what point is the home inspector coming in? It's called a One Star Chicken Coop construction. (African Style, using a twig to draw the outlines of the cabin.) Still buying? Going back to my chickens and collect some eggs.

My feedback for Toll Brothers "exclude Supply Chain/Labor related issues" as I am a reasonable person and I didn't want to hold them accountable for external issues. These issues are part of their negligence, not paying attention to the details, and extremely poor customer service etc. which are very much in the hand of Toll Brothers. Not only that, the mistakes repeated multiple times and when we brought it to their leadership team, their answer was "We overloaded our people and it is okay for them to make mistakes... we will correct it."

Here is the summary of some of the points. I would be more than happy to share more details (with pics and my communication with the builder) if you can reach out to me at **.

2. After selecting options/upgrades at the design center, you need to select many of those items again as the builder said those items were no longer available. This time, you have to select everything over the phone/through email which made our decision process so difficult. I asked them why you don’t keep design center visit after some time so that you can see samples in person and decide.

3. So many change orders were missed (Recessed lights, extra window, bathroom niche, exhaust fan in bathroom, extra outlet points etc.) Surprisingly, no-one from the builder even paid attention to what things got missed. When we reported these issues to the builder, they started asking for sharing pics and details through email. They stopped all other things till their mistakes were taken care. As a result, the completion of the house got pushed back by a few months causing us financially bleed as interest rates kept on going high.

5. We paid extra money for putting Mosaic Band in the bathroom. They put Niche as well as shower handle cutting through the Mosaic Band. When we complained about it to the builder, they reverted saying that you should have given us exact design if you didn't want your Mosaic band to get disturbed.

The list goes on. Please reach out to me on my email or cell and I can give you more details about #1 HOME BUILDER WORLDWIDE. Along with this, I can also give you other builders name who can complete your house construction in much lesser time, better quality, more customization along with some reference points.

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. Be careful when buying a Toll Brothers home.

There was little to no progress in Nov/Dec 22 except fixing the wrongdoings, repairs. They are so negligent that they gave right handed plan to lousy contractors who does electrical, plumbing, data, hvac etc. on a left handed house which were messed up. Construction manager is always busy and does not take care of these and I had to show them what was wrong all along. They estimated pre drywall walkthrough by end of Oct or early Nov but ended up in last week on Dec. On 1/4/23 I received a text saying they are TRACKING for April/may 2023 when it is already January.

I sold my house expecting the closing will be in Jan/Feb. 23 and got into a short term rental lease. Now I have to pay 50% more in rent and lose my mortgage rate lock. I never expected them to be so laid back and not answering calls or do not reply to emails on time. Always trying to side track the issue. The agreement is written in a way that they can take 2+years to complete but buyer will be given 30days to close and have a loan commitment ready before 60days of closing. They take hefty amounts in deposit during agreement as well. They are doing a bad business and most of the neighbors are unhappy with the way they are dealing with customers, build quality, repairs etc. I wish I could get my 50k back and get out out of this lousy deal. Attached are the discussions.

Original Review: Dec. 7, 2022

We built a new home in Texas with Toll Brothers. For a supposed high end home builder they sure produce shoddy work. Their warranty support is very slow. When they finally get around to doing something, they do as little as possible. Our brand new garage floor is cracking all over. Back while the home was under warranty they told us they would fix the cracks and seal the concrete. Now, almost a year later they are finally looking at doing something about it. They want to come out and caulk the cracks, and that is it. They totally misled us on what they were going to do to fix the problems. Now they are looking to do the least they can. Needless to say, if you you are thinking of using Toll Brothers, don't. Stay as far away from them as you can. There has to be someone else out there who is better.

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.

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.

The week before my closing date for the final punch list walk-through, the home was a disaster. Broken windows, completely wrong countertops, missing trim and vents on the exterior, walls and Sheetrock not straight, doors misaligned, baseboards not matching up, garage door paint peeling off, stucco around the entire home cracking and missing control joints and the list goes on. The number of errors and mistakes on the home that I have had to point out throughout the process they should have paid me to be the construction manager.

As I was in the house one day doing an unannounced walk-through and complaining about the awful quality of a Toll Brothers home, one of the area managers was meeting with my construction manager outside, and I overheard him saying “this home is really bad”. And the 5 times I’ve been back to see the finished repairs something else is damaged or wasn’t fixed right hoping I would just overlook it and forget. I also have nothing but terrible things to say about Toll Brothers Mortgage. I should have read reviews online before starting the process with them but they offered the best incentive money given the current market so I blindly went forward with them.

Now looking back and seeing their 1.3 Star rating out of 5 online I would have steered clear. Having a unique work situation just recently changing jobs and getting with them late in the process of closing on the home I was worried everything could get done and closed. They mentioned there would definitely be some hurdles to get through, but reassured me they could get it done for me. They got the loan approved. I locked in the rate with them. And the loan officer worked very hard to get everything to work. I signed the closing disclosure and the day before the final signing and move in they declined the loan and forced me to find outside financing and forfeit the lender credit, rate buydown credit, and current rate I had locked with them.

My wife and I had moved out of our current home that same day expecting to move into our new home. Now forced to find other accommodations for the coming weeks as we search out approval from other lenders and living out of our moving truck. It’s now been one month from our initial closing date and paid thousands in moving and storage expenses and still not in the home we are being forced to buy or lose our earnest deposit and cost of upgrades. And given the extra month of time, they still haven’t completed the punch list of items needing to be done on the house to close.

After Toll brothers mortgage declined us everyone from the company went silent and were not looking to help us one way or another. We got a very simple email stating to get financed asap and close on the horrible quality, unfinished home or pay us the money. Which we are still working through. If you’re looking to build a new home. Do your research like I wish I had and avoid Toll Brothers and Toll Brothers Mortgage.

Toll Brothers MAY have been a reputable company in the past but they are no longer. Any time you speak with a Toll Brother representative, record them. They lie consistently as if you don't know what you are talking about or can't remember what was said to you! Most of the people who work for them can't even afford a Toll Brothers homes but want to tell you what it is you don't understand. If you purchase a Toll Brothers home, get your own home inspection. It will be worth it to you. They have nice floorplans, but can't deliver a turn-key home to its purchasers. I stand by my word. Alfrieda

We are not alone on our block. All this to say that if you buy a home, make sure your final walk through is as thorough as possible and don’t count on efficient, responsive service once it’s done. If we could go back, we would have chosen another builder even though we love our house. The customer care department is awful. Know this going in. I am located at the Aviano property in Skye Canyon, Las Vegas.

Sloppiness, and incompetence with their workers and subcontractors is what you can expect buying a home here in Longwood Bluffs, Murrells Inlet. They wanted to rush us into closing on the house with work undone. It literally took 4 walk-throughs before we went to settlement. We made a HUGE MISTAKE when we settled. Unfortunately, we trusted them to finish the work only to be consistently disappointed. BIG MISTAKE. If we knew then what we know now we would NEVER HAVE PURCHASED A TOLL BROTHERS HOME. Look at the reviews. There are a lot of #1’s. They should have 0’s.

Their standard design options are just awful and their upgraded cabinetry is even worse. They are chipping and falling apart, our upgraded floors are gapping and chipping, window wells still have not been cut down as promised, we have had leaks and the contractor told me "Well I don't have x-ray vision to see in the walls." (The bathroom is on the other wall and you better believe there are plans that have water lines), they nailed right into them.

Overall Toll Brothers is a shady company that has beautiful floor plans but cannot produce the quality home that they promise. I have tried to give them the benefit of the doubt, but I am done. After 2 years of this (1 year to build and 1 year living in our home) we are jut so disappointed and done. If you are building with them or looking to build with them DON'T DO IT!

The weekly status calls with our construction manager were very informative. As a home buyer, we would visit the build site each week and observe the latest progress. In doing so, there are a stream of questions and concerns which arise. The calls provided a running opportunity for us to seek an understanding of the build process and thereby reconcile what we were observing with the what's and why's of the series of stages of the Toll Brothers build process. We could raise any questions and voice any concerns so that we could maintain a running understanding of the build status, which allowed us to both manage our expectations and to monitor progress from an informed perspective. We found that the construction manager listened to our concerns, provided clarification when needed and most importantly, actively followed-up to address any build related issues which we raised.

In summary, for most people the experience of building a new home may be filled with an ongoing mix of many emotions. For us, there have been exciting and even thrilling moments as well as very concerning or even frustrating moments. But through it all, we found that the Toll Brothers sales and construction management staff have partnered with us effectively in achieving a great home build outcome. This is appreciated and highly valued. We have learned that, given all of the normal challenges a builder must manage ranging from weather to availability of materials and resources (and time), we feel Toll Brothers has come through for us with a beautiful new home and has operated throughout with integrity and conscientious intent to achieve the best possible outcome, all things considered.

I was forced to pick a new stone and close a week later than promised. Even during the closing date, they haven't done all the items that we've identified during our walkthrough. They promised the list will get done as I didn't sign off on it. A week later, they still haven't got a chance to fix it. On top of that headache, they have agent that assigned to me left and they never reached out or even assign a new one until I reached out 4 weeks later. This is my fourth house that I've purchased in the past 20 years (job relocation), Toll Brothers has some nice design but it comes to customer services and communication, it's one of the worst if it's not the worst. Long T

They looked at it and they said wobbling is "tolerance" level, it’s OK to be wobble, I just purchased brand new home. I don’t want a live with this floor at all, I’ve been searching, calling my lawyer, getting some advice from the different people. They advise me to hire private home inspection person, which I did. They are coming to take a look at the my floor. Whatever the consequences I will fix it out of my pocket but I will take them to court. Try to get my money back. It’s been a horrible experience for me. Not happy at all. Very disappointed, new home buyers I will highly recommend it for them to hire private inspector. Let them inspect everything for their own. Make sure they do their job right.

They owe me a lot of money, signed saying they’d return it, they can’t seem to let me know when I’ll have it. Such a disappointing experience with a process that was supposed to be enjoyable. Now, they are hindering my buying ability as they have not provided a refund or a real status other than “it’s being worked.” More than likely it’s sitting in someone’s email.

Toll Brothers did complete some patchwork in an attempt to resolve the issue, cold patching areas of the driveway but did not address the main issues. The patched area entering the garage has completely broken away, the linear creaks continue to form and the raveling never stopped, Toll Brothers has refused to resolve these issues on a new home. Many other areas of repair point to poor craftsmanship and lack of customer care during construction.

They do not protect the home during the construction process, windows are left open and exposed during the building process. I had over an inch of water in my living/dining room during the construction process. The roof was on the home, had they covered the window openings with plastic (cheap resolution) it would have greatly minimized the interiors exposure to the elements. Our floor creaks due to the standing water on the sub-floor and the water was not drained until I called the builder.

The challenges and defects would be difficult to list in this review but the process is definitely not collaborative once the agreement is completed and their values as it pertains to the customer are not embraced. From the corporate website: care and dedication extends not just to our employees but to our customers, partners, and the broader communities in which we build. We did not find this to be true with the Toll Brothers Project Manager of the Elgin Community.