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Reviewed Oct. 26, 2021
New construction is a time-consuming, complicated and potentially very frustrating process. So much of the process, irrespective of the builder, is hit-or-miss. The difference between success and failure is often a combination of the quality of the subcontractors, the individual supposedly supervising the work, the market (when things are busy, that's when errors occur) and the manner in which information is communicated. For us, the process was terrible. This wasn't our first rodeo, so we were attuned to potential screwups. However, I cannot think of any aspect of the process that was smooth or enjoyable.
Once you sign the agreement of sale, the sales staff is useless, yet they control the flow of information to the construction folks, which makes absolutely no sense. The people in the Design Center do not communicate with the construction people. For example, you could buy something at the Design Center and no one will tell you (until it's too late) that it is unavailable or will not fit in your home. In fact, the Design center folks were downright rude and unhelpful. There are just too many people involved in the process and no one person coordinates everything. I'm not even going to discuss the mortgage company, which has its own share of incompetents.
Let's face it, sometimes you don't have a lot of choices when you are wedded to a particular location. We had that problem. Not many builders (two actually) to choose from. So the house was finished late, had numerous construction defects and has a long list of warranty items. Will we ever be happy with the product? Time will tell, but I doubt it. If you can avoid this builder, do so. If not, hire your own independent inspector to find all of the issues you won't necessarily notice. The cost is well worth it. Document every conversation. Leave ample time for delays. Be prepared to fix certain things yourself after settlement. Try to find the one construction person at the site who cares, and establish a good relationship with that person. Do not hesitate to call the corporate office for help. If you are looking for an enjoyable experience, try Disney. This will not be it. If moving were not such a terrible experience, I would sell the house tomorrow.
Reviewed Sept. 28, 2021
When we signed for our house in July 2021, we were told February 2022. Quick move in and all. We understood it could be delayed a little but were assured it would be February. To the sales guy's character I believe this is what he believed to be true. Come now September, we have been told our home won't be available until October 2022. We only bought the house because we were assured it would be done in February, now we face losing it all including the $10000 deposit. Won't let you sell your contract, won't let you find another buyer, won't give any room for anything that can save you a year or 2's saving because let's face it, like any big corporation, they just want your money. The only bright side of this is that the sales guy is friendly and does his best, but he has no power to make a deal or help you out.
Reviewed Sept. 23, 2021
My wife and I started the process in Feb/2019. We were informed it would take 12 months and possibly longer depending on weather and upgrades. This was a new development and Covid19 hit one year later. Toll Brothers were great to work with and the communication was honest and prompt. We even had a Toll VP from out of state walk through our home with us. He was a fun guy and complimentary of the choices/designs of the home. The home turned out great and we love it. Completion was done on time. Only complaint I have is we wanted a pool and no contractors lined up at the time to do pool and home simultaneously. We had to landscape and now tear it all up and doing the pool now.
Reviewed Aug. 29, 2021
My experience working with Toll Brothers, specifically the Crossings at Meridian, has been exhausting and frustrating. When we moved into our house we were guaranteed that any issues that arose would be dealt with by the time that our warranty was up. Each time we brought up issues with the company, it was met with excuses and delays or no response at all. Here are some of the issues we still have with our house after multiple attempts to reach out to the builder to get it repaired and promises on their behalf to get these things done.
2. The side yard gates hinge hits the side of the cement post and is causing it to make a hole in it.
3. They did not have Cox cable the house correctly. When we brought it up, they promised that it could be fixed and that they would pay for it. The issue is still not resolved.
4. The exhaust fan in the master bathroom lets in hot and cold air due to a broken flap. This causes extreme temperatures in the bathroom. They just told us to keep the exhaust fan on to fix it.
5. The roof tiles are falling off the house.
6. The grout in the downstairs tiles has been caving in and causing holes in between the tiles.
We have tried working with the company for the two years we have been in the house and have been pushed to the side multiple times. I would not suggest buying with this company.
Reviewed Aug. 13, 2021
Purchased home in September 2020. Told 10 months to build. Home delayed now by 2 months, though we were assured it would be done by mid AUGUST 2021. Weeks go by with little to no work being done and no follow up as to why. On 3rd site supervisor and story on delays changes once they return calls. Don’t care that we are renting and have to be out in 6 weeks (we had a 3 month buffer). Poorly run site with several errors we caught as we leave nearby and visit the site. Not sure if they read the plans because though you can customize, the crews seem to put things in where they are in standard plans (gasoline for grill, waterline for refrigerator) plus wrong size opening for refrigerator, and doors installed in the wrong openings. Not impressed. Glad we are adding pool outdoor kitchen and other things after closing or we would never get in.
Reviewed Aug. 12, 2021
DO NOT SIGN A CONTRACT WITHOUT HAVING AN ATTORNEY LOOK AT IT. Toll Brothers is selling $1MM homes and after your deposit, they tell you that lights arent included. After you buy lights, they tell you light switches aren't included. When you go to the design center, you can choose the two types of tile floor or pay 4x more to upgrade. I had to spend $13K just to add lights to my house. Then they changed my basement to a side entry and when I replied that I don't agree and won't sign the 7th change, they refunded my deposit. The contract you sign pretty much allows them to cancel on you for any reason they feel necessary. Please understand that your house will be at least 25% more expensive by the time they are finished with their "Oh, we didn't tell you that it wasn't included?" speech.
Reviewed July 21, 2021
After we did the closing we discovered million of issues with the house. Defects in the paint, carpet, bathroom floor, Ac unit and the last one is the current leaking that they tried to fix 4 times. They said was not leak after I sent a video. When you called the warranty guy name Nick he does not replied email or calls since he said he is too busy taking care new homeowners. After you closed the house they will make every excuse to avoid fixing the issues. Today we have a heavy rain and part of the ceiling was coming off into my baby play area. Contacted customer service manager name Jeff and he said Nick does not know about calling, reason he can not inspect the area. Save yourself time and money and stay away Toll Brothers.
Reviewed June 24, 2021
They show a beautiful house and when they sell you the floor plan, what you get is a below standard track home that they charged you for a luxury home. Every single feature that attracted you is an upgrade. You pay almost twice as much to get what you initially thought you will get.
Reviewed June 22, 2021
Toll Brothers company is the worst builder on the planet. Never buy a home from this builder. Poor construction quality. Damaged my property on May 23rd, 2021 while digging foundation in adjacent lot. They promised to restore my property to its original condition but are yet to restore my property, brazenly ignores customers and are insensitive. They have also brazenly declined one of the warranty requests on driveway concrete color mess even though I have evidence of the driveway picture taken prior to selling the house. Save yourself the trouble. Stay away from Toll Brothers. Unfortunately, I cannot give a negative rating on the website and I have to select at least 1 star.
Reviewed April 22, 2021
When my wife, Danielle ("Dani") and I decided we wanted to move to Florida, we had to figure out where we were going to live (area and builder). We actually explored 17 communities between northeastern and central Florida. Dani arranged appointments for us to visit with builders who had availability to build us a home. During our two week trip, one of the builders she arranged for us to see was Toll Brothers. There were two Toll Brothers developments under consideration. Dani had been in constant communication with the sales agents, Frank ** and Taja, over the phone for both locations and everyone was looking forward to meeting is...
Fast forward to the meeting date for Frank's development. Dani, Zoë and I walked into his sales offices and the first odd thing I noticed, Frank (** male) said, "I didn't know you were still coming." Never mind the fact that we were 5 minutes early for our scheduled appointment. It was also strange that he wasn't being welcoming (didn't offer to allow us to sit, no offer of water, nothing). The two, ** women, also in the office, glanced at us without expression and wouldn't speak even after we attempted to greet them.
"Why wouldn't we still show for our scheduled appointment when it was confirmed earlier in the week?", said Dani. I told Frank we are in from NJ and that this was a buying trip, so he wouldn't think we were tire-kickers (not serious about buying a house). Frank had a constipated grimace on his face and said, "That's what I was afraid of." That's when it got real and I understood, within a few minutes, exactly what was happening.
Huh? What could he possibly mean? Frank went on to tell us that he was told that there were so many houses being built in Florida (which is true) and such a shortage of resources and supplies (also true) that he was told that they could only sell one lot/house in both Toll Brothers communities we were seeing. Told us he couldn't sell us that lot to build a house because there were hundreds of prospective buyers on a waiting list in front of us. Remember, we had a scheduled appointment and he was super-nice on the PHONE with Danielle. He never reached out to tell us he was forbidden from selling anything else...that there were hundreds in front of us...that he would need to cancel our appointment.
Then, Frank told us if we could find other builders who had availability and were able to sell to us, we should jump on that and buy elsewhere. WHAT? What salesperson tells pre-approved, non-contingent buyers that they should buy a house from his competition? As we turned to leave, I let him know that's what we intended to do and that I didn't need his advice. We checked with Taja, the ** sales agent at the other Toll Brothers community, and she told us that no such meeting nor mandate took place (only one home could be sold in the area). She told us she'd still sell to us but at that point, Dani and I were angry with Toll Brothers and wanted to move on.
Yes, the real estate market in Florida is cray right now. Yes, there is a shortage of labor and lumber. Yes, the supply chain is backed up. Yes, we were discriminated against as soon as Frank saw us in person. There's no doubt in my mind that he didn't want to sell to ** folks with his limited inventory. This is why he lied about the edict. This is why he kept the appointment with us (thinking we were **). Hell, this is why the man didn't offer us a chair, water nor access to bathrooms. This is why the two women in the office wouldn't smile or return the standard greeting when we made eye contact. Yes, we were still able to purchase from a great builder. Oh, and yes, Dani and I have identified senior leadership at Toll Brothers (via LinkedIn) and will be sending them a scathing email about our experience. I also filed a complaint with HUD. No one from leadership has replied to my attempted outreach. Buyer Beware!
Reviewed April 21, 2021
Buyers, pls don't get carried away by their promos/pictures/videos/model homes. We closed our brand new home from #Tollbrothers a few months ago. Once you are done with the closing, you are at the mercy of Tolls subcontractors. Toll doesn't take any ownership on the homeowners issues. Before you make a deposit, talk to the homeowners of the recently built communities anywhere in USA. #dontbuy #tollbrothers #home
1) windows cracking
2) a disastrous HVAC design
3) issues with hot water/floors & kitchen cabinets.And for all these, you can see most of the service requests you raise would be closed by Toll either by saying
1) "this is not covered under warranty " or
2)"this is part of the design/standard"
3) and for some fixes, they give work orders to their subcontractors & don't even care to do a quality check on the subcontractors work but just close the tickets
This is called "warranty scam" #warranty #scam. So buyers, my honest suggestion to you, before you make a deposit, talk to the homeowners of #Tollbrothers recently built communities anywhere in USA. #dontbuy #tollbrothers #home
Reviewed April 16, 2021
Very bad mistake. We will never order another house from Toll. Promise 12 month build and takes almost 2.5 years to build. Attractive base price, until after you sign contract and come to find out they charge you an arm and a leg for every option. Your house price nearly doubles after all the options. Doors, lights, fixtures, floors, carpet, toilets, garage floors, cabinets, counters, tile, sinks, bathtubs, even bath mirrors, door handles, paint colors, lot premiums, balcony, anything you can think of is considered an upgrade, so your base price essentially pays for part of the lot and framing, nothing else. Will never make this mistake again.
Reviewed March 31, 2021
We are building with Toll Brothers in Belterra in Austin, Texas. It's been approximately 330 days since we signed our contract and our home isn't complete just yet. Based on our experience so far, I would not recommend them. Toll Brothers built the entry to our home 10" shorter and 10" narrower than planned (and than all other completed homes built to pursuant to our floor plan).
We discussed with the Project Manager and were told it was "not a problem" that the main entry dimensions had been materially diminished, that Toll Brothers is not obligated to build the home pursuant to the architectural drawings (meaning the architectural drawings for our individual home, not the renderings on the national website), and that no solution would be offered. The Project Manager went on to say that is was my fault that the entry dimensions had been diminished because I made a $16,700 exterior stone upgrade and that it wasn't Toll Brothers responsibility to disclose or advise that the dimensions of the entry would be materially reduced as a result of this expensive upgrade (at no point in the process did a Toll Brother employee say, if you make this expensive exterior stone upgrade, your home entry will be materially smaller). This is not the first issue in our build process. At this point, we aren't looking forward to living in the house.
Reviewed March 16, 2021
Was in second position to Toll Brothers' newest community in one of the DFW community where price communicated to me for the lots varies from 12 - 25K (varies by lot) in the appointment. At the end of the appoint When I asked the sales person to send Exhibit D, price list and other community plan to move forward is increased by 5% when it was mailed back after 2 days of appointment.
Also I was honest enough to tell the Sales Rep that I'm also in the waiting list of other Toll Brothers community then she helped to get the final response and within24 hours of my appointment I confirmed back with the Sales Rep of the community that she is representing that I will continue with you to get the home and what are the next steps. Following this communication I got an email Next day (over 48 hours from meeting) with documents for community and New pricing which was 25 - 30K more than communicated to me. When I asked for price increase without any notice I have been told that price increase can happen at any time. on being asked does it change for existing customer with whom you already communicated the price I have been told that's the management decision. Now I have been told:1. NOT even cannot take the deposit and it goes on a hold which means Not respecting the waiting list position, what a bad business practice from a reputed public trading builder.
2. Not respecting the Price communication.
It hard to believe from such a reputed builder whose intention is NOW to capitalize on the market situation and which is throwing some new prospective home owners away because of high prices. This will make the market worse not just for new buyers but increase in Inflation. Be aware Guys and want to inform you. I made a wrong decision to go with Toll brothers but if any of you have a choice please stay away from them. Good luck in your finding a new home. Thanks.
Reviewed March 2, 2021
We bought our home and had to make selections through the Toll Brothers Design Studio in Blue Bell, PA. The construction was delayed for weeks as the "designer" we were assigned could not produce a final cost sheet which was accurate. She recorded the wrong flooring choice, the wrong cabinet color, and different prices of many things than what she initially quoted. Each rendition of the cost sheet came back to us with increased prices and new mistakes that would have cost us thousands of dollars and incorrect selections if we didn't review it line by line. Rather than apologize, she maintained that the increased price each time was accurate, (for no specified reason) and she took her time correcting things which caused our builder weeks of delay in ordering our items and installing. Not at all a happy customer with the design studio which is actually just a pricing studio since no design assistance was given either.
Reviewed Feb. 27, 2021
DO NOT purchase any property, house, condo or rent any Toll Brothers city living property- STAY AWAY at all costs!! If you read over their reviews you can clearly see common themes of fraud, shoddy construction, inferior customer service, and crooked behavior. They are NOT a luxury builder. They charge premium prices for their crap. They use inferior building materials, poor laborers, illegitimate construction companies, and employ completely incompetent engineers. They fail to deliver a luxury product and instead deliver trash that crumbles and deteriorates within a few years. They have consistent issues with concrete structures, improperly designed drainage systems, roofing issues, poor plumbing, mechanical issues, and many other construction defects.
Their buildings and houses are not fit to live in. They possess poor architecture, inappropriate design, and overall inferior construction quality. What Toll Brothers does is show consumers/buyers a lovely model home that is well decorated and staged with all the bells and whistles. But beneath the surface is nothing but defective construction that will erode very quickly and wind up costing you a lot of money to fix. STAY AWAY! They are doing this all over the United States under their City Living, homebuilding, and other subsidiaries. They do not deserve to be in business because they are nothing but liars, manipulators, fraudulent crooks and sinister thieves.
The entire corporate office is full of depraved and demented individuals. You have been warned. Again stay away and do your research on them. You will find that Toll Brothers misrepresents itself and its brand- they severely miss the mark on luxury. They are deplorable, disgusting, and a compete disappointment. Also, their warranty is a joke. They do not fix things properly and they lie their way out of their construction flaws and defects. I can not stress enough that this is the worse home builder out there- they have a superficial charm, but at their core they are a sinister corporation with no decency. They are doing bad business all over the United States and they know what they are doing to people. It is really sad that they are getting away with taking advantage of people and screwing people out of their money.
Reviewed Feb. 8, 2021
What was to be our new Dream Home became our family's never ever Ending Nightmare at the hands of the Toll Brothers corporation. True Story, our family uncovered a "scalable amount of consumer fraud" within Toll Brothers corporation that spans many zip codes, and has gone on for many years. I would not put this information in a written forum if I could not prove the fraud. To that regard, any homeowner or victim can reach out to me directly if they would like to hear more about our family's evidence that will in fact help many other victims of Toll Brothers. Specifically your copy of Water Intrusion, Framing, Mechanical and other checklists they keep in the permanent file for each of your homes.
Furthermore each new construction build, Toll Brothers provides an order request to TSI (framing facility), conducts reviews of the Sales & Settlement Worksheets, Reviews of Production Flowcharts, Exception Report Reviews, Construction Duration Report Reviews, Quarterly Closing Status Report reviews for the periods or duration of the construction of the new home to include they review the Sales Flow Charts, Design Studio Flowcharts, Warranty Reports (Dashboard) Reviews, Permit Tracking Logs Reviews, Contract Status Reports Reviews, Construction & Warranty Repair Expenses Reviews, Build Pro Reports Reviews, Builder User Performance, Late Active Task Report Review, Template Overview Report Review, and the Customer survey after settlement review.
We feel really bad for all of the victims of Toll Brothers, and if you want some factual substance to bring to Toll Brothers, just mention my name, Sean **, Collegeville, PA-Kaitlin Dr or Lot#6, Preserves of Providence to their chief legal counsel and attorneys in Horsham, PA. I can assure you Toll Brothers will be delighted to see how far our family's nightmare has traveled.
Reviewed Feb. 2, 2021
We signed purchase agreement on Aug 2020. And then we were told that Design Studio will contact us for options. But we waited for 3+ months to get a call. During this time, the frame was built, I went to take a look on a weekend (TB builders don’t work on weekend). This turned out a too big shock to me. They even used woodpeckers distorting studs ~ Come On! It might be just a small home for you. But it’s 730+K house and it’s everything for us!
I took pictures and sent to them with best intention for them to make replacement for those spots (Huge deficit frame)! However, they stay as elegant as possible and very much ignorant, and told me there will be a quality check, indicating that I was worried too early. When I was scheduled to go design studio to choose options, it was a total blow out. They told me those ones in model homes are not available to choose at this stage, I should have told them before I signed agreement! The thing bothers me the most was their arrogance and ignorance. They totally fail to give any care about our concerns and are very reluctant to make any efforts to seek for solution for us. We don’t see quality of materials, workmanship, neither work ethics.
Reviewed Jan. 27, 2021
The model homes to choose from were all very beautiful. They had many details which sold us to build one. The reality was that the model homes were built with many features which are simply not available. They will build a basic structure, rather than anything even remotely like the model homes. Everything requires an upgrade which is typical, but there are no upgrades available to actually replicate any of the models which they show. Definitely not worth the cost and would not recommend unless you know in advance that your home will never look anything like the model, even if you actually upgrade everything.
Reviewed Dec. 23, 2020
I recently purchased a condo unit with Toll Brothers in Ridgewood community of Middlebury, CT. The process of sales, designing, etc was very good and well ahead of time. The actual quality of the delivery is below average. There are many issues I have been noticing, though a lot of them are taken care of the warranty folks. The idea of choosing to pay a premium from a brand name builder is that you trust the quality will be good. Unfortunately, Tollbrothers is now all about delivering fast with average quality of work. They use multiple local small scale contractors to keep their buildings costs cheap and the finished product is definitely much worse than a toll brothers house built in early 2000.
The issues I have had so far in 1 year since purchase: Cabinet doors in the kitchen falling off, front door lock came off twice, the backdoor does not latch properly and opens for winds at night setting off the alarm, my edge of the garage is left sharp and higher than norm and has popped my car tires, there is a crack in the bedroom ceiling, the grout in my bathroom stall is coming off, have noticed the finish of the tiles and grout in the bathroom is mediocre, nail sticking up in the floor where bedroom connects to the hallway, front lights not working. The pinnacle of all of it is the street name was provided wrong to the maps team and none of my mail and packages get delivered and I had to correct it with UPS, USPS, FEDEX, AMAZON, GOOGLE maps etc.
Again, the warranty service took care of most of house issues (minus the maps issue), but I have lost all respect for this brand name from this experience. I am a single woman buying this condo after a divorce and I had to find a place quick and I didn't have second thoughts choosing to go with Tollbrothers, because of the reputation they have overall. But I am quite disappointed and wish I had reviewed other options too. Lesson learned.
Reviewed Dec. 2, 2020
I own a 15 year old Toll Brothers townhouse, I bought it 8 years ago. When inspected in the attic the roof rafters were cracked, I paid to have this fixed out of my own pocket. We just had a board meeting. we now need new roofs on 16 year old townhouses, the price each home owner is almost 12,000.00. No one will contact Toll brothers to find out what brand and warranty of the roof. We also have had problems with Harplank siding. All doors in the house are out of alignment, all Andersen Windows are so tight when you push them up they never come down but the rope ends up hanging over your windows so now you need to cut the rope, and you can never open the window again.
A nail in the bathroom molding over the years has now developed on the inner part of the door making a hole in a fake door. All outlets are either painted into the sockets or not even screwed in so when you plug into the outlet and then pull the plug the entire receptacle comes out of the housing. We just this past summer found out the backyard spigot was capped in the wall since built another $250 to hire a plumber and a new hole in a finished basement wall. The list just goes on and on squeaky hardwood floors built on top of a silent floor and steel beam construction. Buyer beware, I have always wanted a toll brothers home. I am extremely disappointed!!!
Reviewed Sept. 23, 2020
Our experience working with Toll Brothers in the Hasentree Wake Forest NC community was phenomenal. We built a new home with them that took about 8 months and visited the home almost every weekend during the build process, as well as communicated with the team regularly throughout. At first due to some bad reviews we read online about Toll Brothers in general, before choosing TB to build with...we were initially always on guard and extremely worried something would go very wrong. But this team was different and exceeded our expectations to say the least. They were very professional, considerate, personable, responsive and flexible where it mattered most; from the design center with Heather **, to the sales office with Justin ** [our project manager], Jeff ** and Alan ** [our sales managers] and Michael ** [our construction manager].
To be frank it was not all smooth sailing from start to finish because working with them for so many months with some changes in their team and a few missed communications here and there, then dealing with the coronavirus pandemic took its toll on all of us...but this team persevered and was able to help fill the small gaps and build on and strengthen our overall experience.
Reviewed Sept. 18, 2020
When we purchased this house, it was owned by Sharp and eventually bought by Toll Brothers. As the part of the process all the employees have transferred to Toll Brothers. There is one very unpopular employee manages this property who's name is James C. He is very customer unfriends, demeaning, tries to brush problems off talks down to you. I would also doubt he has some relationship with the landscape company who does a worst job in that neighborhood yet still get hired. Most of the residents in this neighborhood is very displeasure with lawn work and most of us fixed ourself. And we fix most of the small defects (some were major).
What makes me write this review is the vengeance nature of the person who take opportunity to all police and state inspector to bully the residents. However we are not affected, but not have any kind of respect to the residents who brought these property with hefty price than market is very disgraceful. I hope and wish Toll Brother's management to do better than this, otherwise our bad reviews will be all over the internet. I would never recommend them to friends or family (or even my worst enemy). They getting ready for Brookmeade neighborhood who will be managed by same person, for anyone buying a property please be cautioned. DO NOT PURCHASE A HOME FROM THERE.
Reviewed Sept. 1, 2020
Toll Brothers management and follow through once you have purchased a home is TERRIBLE!!!! Once I moved in, I filed a list of all of the small defects (some were major). Never heard from anyone. When I called to complain, they sent Jim ** over. He is very customer unfriendly, demeaning, tries to brush problems off, talks down to you, and today basically left and said I'm on my own. This is a $600k condo (not even a house) in Ashburn! I have purchased new homes from Rylan, Stanley Martin and Van Meter throughout the years and this is by FAR the worst builder company. DO NOT PURCHASE A HOME. The models look great but when you buy your own home and the workmanship is flawed, the LAST thing they want to do is fix it. I have yet to speak to someone in the corporate office to help. This is a very unprofessional company and I would never recommend them to friends or family (or even my worst enemy).
Reviewed Aug. 15, 2020
If you are ready to be disappointed for a long-time "Welcome to Toll Brothers community".We bought a house in a “Golf course” and were told the surrounding area either will stay “naturally as is” or will turn to a golf course. It is neither of them. AFTER we bought the house Toll Brothers came in and altered our view to a rural farm.
Managers do not communicate with the owners what is the plan for the lands around your property or the time frame. They don’t ask your permission or give you a chance to discuss your concerns. They are very arrogant. Toll brothers think they own their clients and the properties that already were sold. Another shocking truth is, before you move and without your knowledge they steal and sell the topsoil of not only your property also all of your surroundings. Good luck landscaping and having plants grow and keeping them healthy. Very unprofessional, zero customer service, ignorant people running the Toll Brothers.
Reviewed Aug. 9, 2020
I am Home owner at Reserves at Katy for 3 years. Based on my own factual experience I am writing this review. Toll Sale prices are hiked more than 100k above the market price and perform due analysis before buying toll home. When they come up quick delivery home its more than 150k above the market price and they will advertise sales pitch of oversized homes, swimming pools etc. To be honest "The Reserves at Katy- Trace" homes are oversold and I know for the fact being a homeowner at "The Reserves at Katy - Estates" which is wider size homes. When you purchase the home in Houston area, please check HAR website and do due diligence as currently prices are down. **.
Also please you have to pay 1200-1500 yearly maintenance cost for this community. Once you negotiate the price, please use your own inspection company prior to closing. Based on my own experience, Toll maintenance will not fix anything after closing. They will come up with many excuses of not solving the issue. They will say 2 year warranty/10 year structural warranty and, "We will fix all issues after closing." Please do not believe on their words and eventually its a loss for you as those are sales pitches and they want to close the homes and move on to the other customers.
One you become homeowner you have to deal with maintenance as they are many flaws in the newly built homes. They will come up with preconditions that, "We will not fix any issues" and often give wrong information and procrastinate the problem. Once you reach 2 years they will say your service tickets are not warrantable and you are out of warranty. Please make sure you factor maintenance problems as part of negotiation and try to lower the Home price. The maintenance issues will easily cost you 20k-30k and you have to pay from your own pocket and builder will not fix for you.
Reviewed July 24, 2020
Went to Franklin Lakes to look at Toll Brothers new development. Sales lady sold the lot to another customer after we gave her a offer. Then 2 weeks later, emailed us that the lot was available BUT FOR MORE MONEY. BEWARE, TOTAL SCAMMER. STAY AWAY. WE ARE.
Reviewed June 23, 2020
We purchased a New Home from Toll Brothers in 2018 in a beautiful Country Club Community of 50 expensive homes (between $1.2-1.7 Million). During the building process, I personally witnessed horrible construction issues (roof joists were not secured before the roof tiles were put on which resulted in 40% of the roof dropping up to 10 inches in multiple areas causing peaks and valleys). Also the interior finish carpenters used no less than 30 finishing nails in the corners of the door molding trim to hold the trim on (I have pictures).
Also, after the vegetable sink was installed in the smaller island in the kitchen, we found out that they neglected to run electric power to the island and had to dig up the kitchen floor to run the power. Also, after selecting 5 slabs of beautiful granite for our kitchen countertops and island, the fabricator did not measure the curve of the main counter properly and still installed the countertop even though it did not fit. It actually was flush to the drawers on one side and hung over the other side by 3 1/2 inches. Needless to say, they had to cut the granite off and redo the entire kitchen island. When they re-installed the granite they polished all areas of the granite except the 2 seams that they epoxied together which left a 4' wide dull area that they have still not been able to fix after multiple attempts.
Also, we spent $80,000 in their design center for all of our upgrades including 'custom cabinets' throughout the house (4010 sq. ft). The self-closing cabinets have had continuous problems like chipping paint, bad alignment, self-closing drawers that don't close properly. We have had their 'warranty' folks out at least 4 times to fix things but now the 2 different cabinet companies that they used are no longer in business AND the Warranty is up...
Perhaps most disturbing is the fact that Toll Brothers has not finished the streets in our development and the roll curbs that they installed are so steep and high at the 'driveway entrances' that all of the homeowners in our development have complained about vehicle undercarriage damage due to scrapping as we try to get into or out of our 'driveway entrances'. 18 of the homeowners have purchased rubber-bridge ramps to try to eliminate the problem. Unless you have a 4 wheel drive vehicle you will scrape the front air dam or suspension of your vehicle no matter how careful you are.
The last home in our development was completed over 26 months ago and the final street Cap Coat has still not been applied. So in addition to the vehicle damage, some cars also have experienced damage to the side of their wheels as they try to park in the street (which still has a 3/4' concrete gutter lip.) A city building inspector truck actually popped a tile when it hit the gutter edge.
Toll Brothers posted a performance Bond with the City as a requirement to build in our community and now the City is looking into exercising the Bond to complete the development properly. The HOA has discussed filing a lawsuit against Toll Brothers but because everyone signed an arbitration agreement, we will now have to consider 50 separate Arbitration Hearings which could drag on for years... meanwhile, Toll Brothers has moved on to their next development. Be very, very cautious about buying a home from this company.
Reviewed June 20, 2020
We had 1 year warranty on our house, but even after that- there were so many issues. The week we moved in, the cabinets began to lose paint. I called Kitchen Art, and they said that “the compound that would prevent that isn't used in the paint anymore.” The pool resurfacing was awful and stained. We are now resurfacing our pool. I think they hire people and tell them to do the cheapest job possible. The pavers were a mess when we moved in, and I made them fix it.
The project manager said it's because of “the sun... They will even out.” The AC units were not installed properly, and just a little over a year, we had to remediate as that problem caused mold. We even had the ceiling leaking at one point due to roof issues-and called them immediately. I am now having a bunch of cabinets (which were an upgrade) fixed and resurfacing the pool! They also used cheap paint, so I had the house repainted with better quality paint. They should just tell you from the beginning- “we did crappy work and you will need to fix things.”
Reviewed June 16, 2020
In 2013 my mom decided to buy a property at their Prospect, Connecticut complex. It seemed like a good idea and we'll remain here despite the situations b/c it is convenient to work. But do not be fooled by their sales pitch about construction quality! The primary objective of Toll is to ensure consistent real estate sales to keep their Investors happy.
In Connecticut, the Toll management is definitely subpar and corrupt. They have numerous issues with violating construction codes here in CT. They once got banned from constructing any new properties until they got some of their issues worked out to satisfactory standards. The landscaping fluctuates by each community. Here in Prospect, CT they hire the cheapest landscape management. All they're good for is cutting the grass. The majority do not speak English! They're all of Spanish descent. The landscaping company Precco does a terrible job at planting trees. Each time they do they plant it without putting the right top soil on top of the roots. So they barely have a chance to grow enough roots into the ground. The consequence of this is the tree gets infected with bacteria, doesn't blossom correctly, or do its nature thing!
Precco also does not water the plants in the summer time. Numerous trees around my complex do not receive the right amount of water. In the summer time it gets hot and like humans the landscape needs water and that includes trees! Not just peoples outside garden. There is a high turnover rate of residents. Primarily because the HoA governs day to day work around here b/c it's cheaper from a corporate perspective to have them do it as opposed to Toll corporate. The HoA increases prices each year. While I guess that's expected the problem is how is it worth it If they're not doing their jobs? Most folks who live here are on fixed income. So if they don't get the living experience they want a person won't remain here because of the price increase.
I tried to explain to Toll CT Management it be cheaper to place Solar panels on top of roofs. The lady who answered the phone said "That sounds expensive". Right, yeah that misses the point completely. If you're a good company a business wants to have a long term and happy customer. Solar is dirt cheap to install these days and ends up paying for itself. If they let people save on energy savings it see more residents remain in Toll communities if they can have the money earned by solar through net metering policies and other benefits a utility or government may provide.
Also the one in Prospect, CT has been experiencing car thefts. They have two front gates and keep the back construction gate locked. I have been trying to say it be a lot cheaper to have a Solar mounted TV camera installed that can record the faces and license plate of anyone entering or leaving the complex. Some of the tenants have racial bias as well. I am a thirty year old white man and the Covid-19 epidemic caused most of us to be unable to get a haircut. This insane lady thought b/c I had long hair I did not live at the complex. She could have asked me if I lived here and, "Could you please show me the license." But no, she proceeded by blocking me from going into the gate to get into the complex. That's actually an illegal thing to do. Imagine if I were African American? She probably would have called the Cops! I saw the same person again after I got a haircut and she did not even recognize me. Funny riddle.
Reviewed June 12, 2020
5/22/20 We visit Erie sale office in Colorado, chose the lot with house model, put the deposit as required as serious buyer. Then One day passed by we have been told the house model have to give to another buyer with a diffraction lot because we didn’t give the mortgage info/application fast enough, how fast it can be, this is buying estimate $900K house. Anyway, we did application right away, and hopping we will have the privilege to have the model that we chose since Representatives promised us to work with another lot buyer to change the lot perhaps.
The time passed by we didn’t heard from sales office regarding any future info including contact, and of sudden last Weekend, the sales told us another buyer signed contract, where is our contract? As the deposit day, we already told sales we did lots of homework, this the model and lot were our final choice. I can’t believe that the big company like Toll Brothers do business that unprofessional. Very disappointed!!!! Anyway, they leave us no choice but withdraw. It is not Worth to continue. Hopefully, they will fix their problems in the future, hire qualified employees to work there.
Reviewed May 24, 2020
I purchased new construction in the Regency Monroe Masters. I was extremely impressed with the models but the actual actual construction of my home is no comparison to the model. The materials used to build the home is second grade which to me is unacceptable as this home is costing me $700,000. Every detail is extremely sloppy and I have pictures to verify this information.
Brand new cabinets in my kitchen are all damaged and when I ask for them to remedy all these faults they simply ignore me. Today was the most upsetting as they have a detailed information sheet on my front door detailing the requirements for workers to be in the house. One requirement is to wear a cloth mask but there was a worker in the home Today putting up the backsplash with no mask. I am now concerned who entered my home during this COVID 19 pandemic. Another concern is my front daughter has white streaks going through the black paint. The corking around the windows is extremely sloppy and very unprofessional. Please beware before wasting your money.
Reviewed April 17, 2020
Recently purchased a 4-year old $2 million dollar Toll Brothers house in Parkland Golf and Country Club. I have had nothing but problems.... Had to replace 8 windows for defect, locking system on hurricane impact door not working, faucets failing, now dealing with woodpeckers distorting all the cheap composite columns they put on the house! Also issues with pool leaks from their pool builder not sealing the spa properly. Toll Brothers using the same cheap materials on a multi million dollar home that they use on a tract home! Buyer beware!
Reviewed March 4, 2020
BUYERS BEWARE - TOLL BROTHERS CONSTRUCTION PROCESS IS UNACCEPTABLE! Our family of five have been in our home for over 7 MONTHS and we still do not have... HOT WATER in our upgraded master shower so my wife and I have had to take over 300+ showers in the kids bathrooms. UPGRADED GARAGE DOOR never worked. Upgraded electronic FRONT DOOR LOCK has never worked (can't lock or unlock front door) so we have to walk around to gain entry at the back locked door because the garage door doesn't work. And these are just 3 of 50 outstanding items not completed since being forced to close.
We closed on our home in July 2019. We had 26 punch items promised to be completed before we closed but they were never done. We were forced to close and since have informed Toll Brothers of the 25 more new missed punch / warranty items, but these have never been addressed either. Toll Brothers has been aware that since we closed last July 2019 I have had my mother-in-law come to our home for 30 straight Wednesdays from 8:30am to 5pm so they can schedule trades but Toll Brothers & Toll Brothers Warranty either cancelled, had to reschedule or just plain never showed up without any calls but let me be clear all the items are still not addressed and my mother in law has wasted a total of about a month waiting for someone to come complete the construction of our new home. Many various supervisors have come by during this time to check on trades work but there was never anything done so they just keep apologizing.
Toll brothers building / warranty process is a huge problem. They do not honor their word. They are not customer focused. We realize our home is being built by trades but thought the Toll Brother management would be more impactful to the process. Their customer service / sales personal on many times has said they escalated my many grievances for the unfinished home to corporate, but NOTHING ever gotten done so it was just lip service.
Today (March 4th, 2020) the trades were scheduled to finally come to complete 50 items between 8am-5pm but because my mother-in-law was not there until 8:15-30am they cancelled the entire day this morning. They do not know when they can reschedule in the future and tried to make me feel guilty that they may be charged for the 30mins they were waiting. Again, you can see they are not customer focused. They are not about resolving urgent issues in a timely manner that were their responsibility and now I have to wait even longer to finally take a shower in our upgraded master shower after 7 months.
Wow Toll Brothers Coastal Oaks management / area managers / corporate leadership where are you in this process & can you please get my home completed now (especially the basic items) that we paid you in full for in July 2019? Your move toll brothers here at coastal oaks, are you going to finally come complete my home with quality and the same since of urgency you put on me to close 7 months ago?
I plan to update this review that I filled out along with many other sites across the internet in hopes to get the urgent attention that my unfinished home of 7 months deserves, plus to help create more awareness to help others possibly thinking of buying or recently purchased what we have experienced, what we hear from many others in this community Coastal Oaks (that this unacceptable construction process is common) and that we feel is very bad business practices from Toll Brothers during their closeout of the Coastal Oaks community. I wish I never had to write this review, but Toll Brothers left me no choice!
Reviewed Feb. 27, 2020
We had a fantastic experience working with the Toll Brothers team at the Rosecrest development in Herriman. Everyone that we worked with from our sales coordinator to project manager to design assistant were EXTREMELY professional, helpful and always willing to work with us on special requests. We are confident that anyone moving into this development will have a great experience. Thank you Toll Brothers and we would be happy to recommend you to anyone!
Reviewed Feb. 1, 2020
Design Gallery Standard Options. Toll Brothers apparently is named as the Luxury home builder and also publicizes affordable luxury. We were extremely proud to have associated with them to build our dream home. However, this feeling didn’t last long once we made it to their design appointments. The standard options offered by Toll are miserable. It’s hard to get an overall appealing look unless you upgrade every single option. The carpets and granite are so outdated that it's hard to incorporate. Wonder if they get all the discontinued products from old warehouses to get rid of them and offer as standards. It gets even harder even If one is working with a certain budget in mind. We have to go overboard with every option to get a reasonable look. I only wish they upgrade the standard options and offer fair prices for anything above standards. Overall, worst experience with Design Gallery so far.
Reviewed Jan. 29, 2020
We have a Toll Brothers townhome and we love it... No major issues, only six small items for Toll Brothers to fix at end of first year. We would buy another Toll Brothers home in a heartbeat. Our entire purchase process and getting the townhome built was uneventful.
Reviewed Jan. 28, 2020
Overall, it's an extremely poor quality and cheap construction home. Over a period of almost 9-month construction process, we noticed hundreds of defects and notified these defects to the construction manager but most issues were completely ignored during the entire construction process. During a pre-closing walk through, they promised to get them all fixed by the time we come back from closing, we came and noticed all blue tape from defective areas were removed without any fixes.
The house is not build per design and specifications, severe damages to several areas of the house, upgraded items are not the same as shown in agreement and damaged. The front elevation and interior designs are not the same floor plan and agreement. The front door's keypad didn't work and they couldn't fix it for months, I replace it myself. The heating systems wasn't working and it was freezing inside, had to call a local technician for emergency service in the middle of night to get it to work. The Security Alarm system doesn't work at all.
Countertops are damaged, floor tiles are uneven and have severely scratched everywhere, bathroom floor and wall tiles have permanent stains all over, wood flooring is awfully damaged, kitchen cabinets are damaged and not installed per spec, the cooktop is not the same brand as the other appliances installed, walls are not straight, floor makes noise, front door and garage door is damaged, the front and back yard is not leveled and water puddles everywhere. The interesting thing is that most of these issues were reported several months before closing, they kept promising that the house will be build per signed agreement and all defects will all be fixed by the time we close. They also lie frequently.
Reviewed Jan. 20, 2020
Too much to write. If you are going to invest more than 200k, turn around and don't look back. No matter how much you are paying for the house, you'll be getting a sub 200k quality house. That includes materials workmanship work ethics and warranty services. Read all the bad reviews and add whatever you can possibly imagine. It will come true. One example out of many, when I bought a new 500k condo, I did pointed out that 3 parts of floor on 2nd floor were noticeably uneven and sinking. Toll genius decided to put a carpet over and hoping to be done with it. Refuse to correct the issue along with other problems for over a year and try to tell me that warranty period expired. Again, too many to list. Read other reviews unless you have enough cash to burn and hoping for them to show up all day long to finally agree to correct the issue only to find out they will need to reschedule your time, then go for it. I've tried to make this review shortest possible.
Reviewed Jan. 9, 2020
Horrible Experience and attitude! We built a $1.75 MM home with Toll in Scottsdale in 2017 and feel it was the cheapest and worst built home anyone could imagine. Pretty much everyone in our 33 home development felt the same way. 2 yrs later, we just had to repaint the home because Toll only applied one thin coat of paint. Worst part is Toll's agreements which prohibit lawsuits against them in attempt to keep homeowners from suing and making public their horrible construction practices. Don't be deceived by their slick advertising. Here's a short list of defects in our home:
2. Over 60 cement roof tiles were broken.
3. Metal flashing on the roof was missing.
4. The courtyard wall wasn't built to the Plans. It was 3 ft short and had to be raised.
5. Three glass panels on the courtyard doors had seals broken and were replaced.
6. The TV wall had to be rebuilt three (3) times because it didn't follow Plans.
7. Two windows in the Master bedroom were installed in the wrong location according to the Plans.
8. Numerous cabinet doors in the kitchen were twisted and the replacements now don't match colors.
9. The master shower tile floor has been replaced three times and still allows water to seep underneath.
10. The master tub was install improperly and had to be removed and re-installed.
11. Wood flooring in the office was gouged.
12. Main A/C vent in kitchen was covered with drywall.
13. Paint splattered throughout the home on the tile flooring.
14. Two spotlights in the kitchen were incorrectly spaced in the ceiling.
15. The sliding door in the Master bedroom leaked water and wouldn't close tight.
16. The attic access was unusable because it was entirely blocked by electrical wiring in the attic.
17. The glass shower door in the guest bathroom fell off.
18. No covers provided for courtyard drain lines.
19. Guest bathroom countertop was covered with silicone caulking.
20. The roof in the great room leaked water causing damage to the drywall ceiling.
21. Garage roof leaked.
22. Entire house had to be repainted in less than 2 years.
23. All lumber looked like the lowest grade possible. It also sat exposed to the weather for over a year. Entire build took about 2 years.
We have built other custom homes and will never build with Toll again!!
Reviewed Jan. 2, 2020
I think buying a new home requires a lot of research and inspection to be successful. This applies to new home construction and existing home purchases. Each has its unique challenges. Why are we happy? First of all, after twenty years, Toll Brothers is still going strong while many builders from back then have closed up and disappeared. The Toll Brothers brand still gives an added premium if we chose to sell the house. Also, I have come to appreciate that Toll is not just the builder of their houses, they are also the land developer. This eliminates much of the potential finger-pointing when utilities and water drainage issues arise.
A couple of points I understand better now: first, signing the contract and paying the down payment basically means you have already bought the house -- the closing is just the final formality. Our contract gave Toll 365 days to deliver. You should expect that that's how long it will take. House prices fluctuate and a year is a long time. If prices rise, you've gotten a great deal. If prices fall, you've lost real money. Just as if you owned the house for a year.
We had a lawyer review the Toll Sales contract. We had an inspector examine the house right before drywall was put up. And we talked to the County Planning and Zoning office and the County Building inspectors. All said to us that Toll was not perfect, but they were one of the best builders in the county. And the first year, Toll came numerous times to work on fixes and adjustments to our house. Yes, we did have to push to get some things done right. But I expected that would be the case.
Did we make mistakes? Of course. For example, I wish I went through the options list more thoroughly. After the development was finished, we found out from neighbors about options we didn't even know were offered. The salespeople really made it difficult for us to see the full option list. I guess they were afraid we would price ourselves out of our mortgage approval limit. In any case, I wrote review because I thought my experiences might be helpful to someone else. Best wishes.
Reviewed Dec. 19, 2019
First of all I would like to say that Toll Brothers does build amazing homes with great floorplans, but that is what you pay a premium for. When you pay a premium you also expect those finishes to be done correctly and in a timely manner. I have been waiting for nearly a year to get certain flaws corrected since taking possession of the home and am still waiting. They rushed to get the home ready so they could get it off their books by the end of the year and now we are stuck with the consequences.
I have taken time off and rearranged my schedule in order to be present for the workers who are scheduled to arrive and no one ever shows up. This is unbelievably frustrating. So be aware, if you are okay with the house as is when buying Toll Brothers great. But be prepared to fight for any corrections that need to be done. And on a side note, we just received a letter that their mortgage arm was hacked and all of our information stolen. I suspect a class action lawsuit is in the near future for them.
Reviewed Nov. 25, 2019
All was relatively OK until I was confronted with a medical issue. Due to the need for heart surgery I was told by my doctor that a three level house would be a unacceptable living condition for me AFTER my recovery from surgery. With 6 months to go until home delivery, and the home still in the framing state, I informed Toll Brothers of my need to withdraw from THIS purchase. They have decided to withhold 50% of my down payments as a penalty for withdrawing. Stay away from tolls brothers they are only interested in your money.
Reviewed Nov. 6, 2019
Do not buy with them. They will take your money if your plans change. I lost my money in a house with Toll Brothers (White Spring in Collegeville). I lost close to $50000. Please share. They did not give the chance to use the money for other property with them. They will do everything to take your money if your plans change and you cannot close on the house. Be careful.
Reviewed Oct. 22, 2019
60 faults in home. Bricks out of plumb. Incorrect framing (Not level or square). Delays in getting anything completed. We've lived in a construction site trying to get corrections now for 6 months. DON'T PAY the extra money for their product- our supervisor told us pointedly- "We use the same contractors as the 200k houses down the street".
Reviewed Oct. 21, 2019
Toll Brothers calls itself "America's Luxury Home Builder." Highly misleading and quite the contrary. They are the worst builder ever. I am a resident in the Robertson Ranch Community. We purchased a home in The Vistas, specifically the Las Brisas model. We have had a lot of “Settlement Issues” due to Expansive soil. There have been over 50 service visits with Toll Brothers trying to repair our home and the cracks keep coming back. We are now in a Lawsuit for Construction Defect. There are 4 other Las Brisas models on our street and they all have similar problems with stucco cracking, ceilings cracking, windows and doors not closing.
WHAT TO LOOK FOR: Stained drywall at window sills and ceilings, Fractures or cracks along private streets, common area slabs or pavers, Frequent and excessive cracks at drywall (interior) or stucco (exterior), Leaks or staining at or around common area planters, Staining or discoloration below decks and at entry landings, Excessive cracking at tile flooring, garage slabs or patio areas, Staining or dampness at underground parking garage, Cracking or step cracking at perimeter block wall, Any landscaping cracking, pool cracking, concrete raising/lifting up. Your home is your greatest investment. It is not “normal settlement” that Toll Brothers would like you to believe. They are so unprofessional and talk about your 10 year warranty and it is a joke. Don't waste time working with them, just get yourself a Construction Defect Litigation Attorney.
Reviewed Oct. 15, 2019
We live in a Toll Brothers home which is a year old. We had plumbing issues. We noticed there was a small leak right next to our sidewalk. They couldn't figure out where the regulator valve was at first so they dug up and uprooted my shrubs. Then they figured out that they forgot to put a regulator valve to navigate the pressure. They came in and put a valve in but the entire process took over a month.
Then the second leak came about soon after, right in the same spot. After digging it and cutting off our sprinkler line, they notified me that it's not under warranty anymore. So I got my own plumber only to find out that pipe came apart as the ground started settling in some. Also, the Fireplace used is a B-vent Fireplace which makes hollow whistle sound whenever it is little windy outside. I am just very disappointed in the quality of things around the house.
Reviewed Oct. 12, 2019
We had several issues with the sales and construction manager at the very beginning of the process and I provided negative online feedback to the company, which caused the president of the company call me to get the details. At that time we agreed to continue to construction and it was promised to build per design and signed documents. During the entire ~7 months of construction process, we had several major construction related issues, we brought all to their attention but continuously ignored and I noticed all three individuals (Sales, Construction manager, Project Manager) were all dishonest.
To make it short, we closed on September 19, 2019 and still have not been able to move due to major issues with kitchen cabinets, countertops, tiles and shower walls. During the pre-closing, we put blue tape on areas needing to be fixed and I was promised they would be taken care of before the closing. We went back to inspect the day of the closing and found all tapes were removed but work was not done. The project manager promised to get all fixed by the end of the day and asked to close, we closed and went back to inspect but found all issue still outstanding.
Overall, the house is not built per design and spec. Cabinets are severely damaged, countertops are damaged, some damaged tiles were replaced but they are not leveled and have 2 different colors of grout, the master bathroom floor tiles are all stained and the builder's cleaning crew were not able to remove stain from tiles, the master bathroom floor tile's grout have 2 different colors, the shower tiles are heavily stained and couldn't be cleaned by their cleaning crew, A large portion of ceiling and walls were bumpy and could be seen from distance. These are the major issues I've described above, there are several other issues that have not been taken care of.
I did not want to post my reviews but, during a walk through with Construction Supervisor today, I was so frustrated to see all new tapes being removed without work being done and he continuously gave me lame excuses for stained tiles, damaged cabinets and countertops. The president of the company called me last week and scheduled to meet next week at the property to review these issues. If issues are not resolved soon then I will start to post photos of their poor quality work and some of the emails.
Reviewed Sept. 16, 2019
We live behind a Toll Brothers Development. They have work trailers right behind our home. We are trying to get our place sold but NO ONE wants to live next to this mess. I have asked them to move them. But NO...they just wont. They have a HUGE area with no one behind but yet they continue to leave the trailer storage next to our place. Plus the AC runs all day and night and the employees start showing up at 5 a.m. and runs their trucks over the gravel driveway waking us. They have ZERO respect for anyone in the community. If it affected their pay check I bet they would get it handled. So Sad you are my neighbors.
Reviewed Sept. 5, 2019
I purchased my Toll Brothers built townhome in Hanover MD in 2011. In the 7 years in my home I have had multiple issues for which Toll accepts no responsibility. Poor quality concrete used for driveway and stairs, poorly graded property as we (neighbors and I) have flooding in our yards as well as sinkholes... even at the front stairs to the front door. My skylight is not properly mounted. I called the warranty office, they came out and said it was not a warranty issue; mind you this was in the 2nd year. My upstairs AC unit wiring was just twisted together, it arc and started small fire. Glad I was home.
The trim around my walls is compressed paper, not the high quality material (wood) I thought I was paying for. The electrical is substandard as I if we turn on a light, the TV blinks due to surge. Windows were not properly installed but of course, none of this is Toll's responsibility. Oh but they did come back in the community to replace the outside trim due to rotting of the wood on several homes. This was caused due to the wrong product being used. However Toll will not accept responsibility to replace the rotting trim around sliding glass or French doors on the homes. (7 years!!!) Oh and let's not forget about the use of tape to connect the underground drainage lines together and the fact they taped lines from my house to neighbors on either side.
We chose a Toll home based on the (now known) fabricated reputation of this company. Toll Brothers are little more than scam artist. It is like the proverbial bait and switch. Look for another builder who will offer a real warranty and stand behind the workmanship they advertise as the best in the nation... which Toll Brothers clearly is not. Once they have your money, all bets are off. If I could get my money back from them they could have this house back and I would never buy or recommend them to anyone.
Reviewed Aug. 27, 2019
Zero stars! We expected better when we purchased a home with Toll Brothers. Poor follow up on warranty items and communications is poor. Report problems through warranty site and they close them with no reason. Staining of stairs was horrible. Still trying to agree on a good solution. They keep sending the same crew back multiple times that have not provided quality workmanship.
Reviewed Aug. 21, 2019
BUYER BEWARE!! Had a deposit on a lot in this community after spending hours driving across the metro area looking at models, riding the unorganized path of the “lot wait list” and lost paperwork. This community is very poorly run! My paperwork was lost weeks ago that would have put me in line for a lot... I was eventually told that they would make right and place us on the list where we should have been all along (them thinking they were doing me a favor)... All to be brought in for several hours to do a pricing meeting, fed lies and then have them tell us they didn’t want to work with us after we left a deposit and was contacted by TBI mortgage. BEWARE they will give you the breakdown of earnest money in percentages, agree to things in the pricing meeting and then pull the rug out within days and change it all. Read into Consumer Affairs for hundreds of other documented issues like this!
Reviewed Aug. 16, 2019
Wow, where to start. Let's just make it short and list all the things I liked about them:
If you are looking to buy a new home, do yourself a favor and look elsewhere. We have purchased five tract homes in our 15 years in Arizona and Toll Brothers is, by far, the worst. The design is very good but that was all that was good. Sloppy workmanship, delivered dirty and a customer attitude of buyer beware. We still, after 5 years, do not have an AC system that works and this is just one of many problems.
Reviewed Aug. 9, 2019
After applying for a mortgage both my husband and myself started receiving notices of credit cards being applied for and bank accounts being opened in our names. We have been thru hell and back. Three months later we receive notice from TBI that they have had 1% of their clients reporting identity theft. They have known about this at least since June. My husband and I have been denied a credit card and now have a high interest rate student loan for our daughter because of this and all the folks at TBI corporate can offer is free credit reporting. I would warn anyone to stay away from Toll Brothers. We trusted them with every bit of our personal information and not only did they fail to protect it, they can't even acknowledge their responsibility.
Reviewed Aug. 1, 2019
I purchased a Toll Brothers home from an original owner. One of our indoor sprinkler system heads was leaking and I called in a repair company. They informed me that the whole system had been recalled and that Toll Brothers would have known about it. The original owners were not aware of the issue. Four homes in the development that Toll Brothers built experienced significant damage due to these defective sprinkler heads. I contacting them and they sent one of their repair to give an estimate. Well they wasted my time and are now saying there is nothing they will do. Awful company with terrible customer service. I would never buy another home built by them.
Reviewed July 22, 2019
I love my home and believe it is beautiful, but I can honestly say, I would not recommend anyone to purchase a Toll Brothers home. I do not feel they lived up to their reputation at all. From the sales process, to construction to warranty work, every single aspect has been painstakingly difficult. We are business owners, so we understand first hand that things can happen, and we are patient. Having said that, Toll has had numerous opportunities to prove themselves, and we have been let down time and time again. There is a serious lack of communication on the warranty side-it's almost laughable! I have spent countless hours between going back and forth for warranty work and staying home for more days than I can count for work to be done. I'd approach with caution...
Reviewed July 13, 2019
I purchased an alleged prestige semi-custom luxury home $1mil in the Villa Lago community 3 years ago. On day 1 walk thru, experience plumbing issues, crack tiles, wrong flooring, roofing problems, cracked exterior stucco, upside down electrical switches, and misplaced drainage - almost with every trades. Three years later, we are still fighting with Toll Brothers to get these issues addressed. This is our 7th brand home over 30 years, and by far worst custom service, construction, and quality. Never again with Toll Brothers. Buyers beware.
Reviewed June 23, 2019
MY NAME IS ALAN **. I AM A HOMEOWNER HERE AT REGENCY FOR 13 YEARS. Email **. Due to substandard/shoddy non-code work I recently had a pipe leak which caused tens of thousands of dollars of damage. I only asked Toll to help me with my out of pocket expenses. They of course refused even though the pipes were installed improperly causing this leak. BEFORE YOU BUY A HOUSE FROM TOLL BROTHERS ASK ME ABOUT Toll's quality control, Their commitment to you the home buyer, Their sense of fairness and goodwill towards you after you buy.
Reviewed June 21, 2019
BUYER BEWARE!!! TOLL BROTHERS ARE CROOKS, SCUMBAGS THAT RIPPED US OFF FOR OVER MILLION DOLLARS!!!! OUR STORY: We (two female disabled senior citizens) purchased a home from Toll Brothers in Las Vegas Nevada for over a million dollars and UPGRADED the home in their Design Center at approximately $300,000.00. The upgrades that we ordered were NEVER put into the home. ABSOLUTE “BAIT And SWITCH”. For example, we ordered SOLID WOOD “Craftsman” CABINETS and approximately 20,000.00 throughout the home and they installed cheap “standard” particle board that is splitting inside and out everywhere. There are “nails and screws” exposed in every cabinet drawer and door and underneath all the cabinets. Extremely dangerous.
We contacted the vendors and they confirmed that they never ordered our upgraded cabinets at all and only ordered the standard particle board cabinets. In fact we contacted all 6 vendors in which they said they bought the materials and products from and all six confirmed that particle board NEVER placed an order with the company whatsoever. Another example, we paid approximately 75,000.00 for upgraded countertops that was supposed to be white and grey quartz by Caesarstone and Toll Brothers installed yellow countertops throughout the home that we never seen before, product that came from China. It was supposed to come from Arizona Tile who confirmed they have never seen that product before and that they never ordered that product because they don't even carry Caesarstone.
Another great example is we paid approximately 26,000.00 to have our home painted 5 colors including beautiful grays and white and they painted the Home two colors - chocolate brown and green The Home looks so disgusting not even worth 100,000.00. The MOST HORRIFYING experience of our lives!! We wrote over 50 emails and placed numerous calls to Toll Brothers and they never returned our calls or emails. So we contacted their headquarters in Pennsylvania and spoke to the CEO office. Doug Yearley is the CEO and his office did take our calls (if any reads this please that has also been screwed over send your complaint to him, and file for Arbitration).
When Doug Yearley contacted the Vice President Dan Wright and President Gary Mayo they responded in a letter telling us to stop Harassing them and to cease and desist from having any contact with the design center sales office etc and would not allow us to see our home at all during the time it was being built. They cut off all communication with the homebuyers. They try to turn it around and BLAME the homebuyers. In fact Dan Wright wrote a letter to us telling us to cease and desist from going into the showroom room “numerous times” a day, harassing everyone and screaming and yelling and cursing everyone out on a daily basis???
First of all, it is an outright lie. We have lived in California for 50 years and only flew in twice to go the showroom in 2018 and twice in 2019 and we never cursed or became belligerent!! We are trying to get answers as to why they did not honor our upgrades and why they haven’t built our home per contract. We are filing a defamation of character lawsuit against Dan Wright Vice President of Toll Brothers’’ for false accusations. AND we filed for arbitration. If you haven’t bought a home yet and are thinking of doing so BEWARE. You are signing their contract that is bulletproof and it basically states you have no rights!! They can substitute product at anytime (although they are supposed to tell a product been discontinued they don’t, because the products been discontinued before you ever saw or gave them a deposit down for home. You most definitely will NOT get what you purchased and there’s no guarantees it’s written in their contract.
Again you basically have “NO Rights”. The Design Center is an absolute sham of false advertisements and false products. Most product in their showroom doesn’t even exit BUT they don’t tell you that!! We later found out that all the upgrades we ordered were discontinued years ago!!!! And the upgrades you see in the models you can’t get they don’t even sell it!! Their showroom has very little selection and you only have a few choices to chose from. It’s a joke. They state in writing that you get 6 custom upgrades and we got none. They wouldn’t allow us to do anything custom. It is total fraud and misrepresentation combined. In other words they are providing you samples KNOWING it doesn’t exist at all and therefore, they have NO intention of EVER putting the product in the home.
They take all your money and then put a completely different product in your home that you NEVER seen before. They ARE RIPPING OFF COMMUNITIES ACROSS AMERICA and especially in LAS VEGAS. When we did the home inspection the builders had slashed the walls damaging all the wires and we have no power. They also put screws and nails down all the pipes so the sinks don't works. There were approximately 15 hazardous conditions the house was deemed unsafe and THEY REFUSED TO FIX ANYTHING ON the Home Inspection Reports. In addition they refused to give us a walk through prior to closing where you disclose to the builder all the Cosmetic Defects (Cosmetic defects are not recognized by a hone inspector and they will not be in your home inspection). Toll Brothers refused to give us any paperwork on the the detail item.
We also had to file restraining orders against certain Toll Brothers employees literally threaten you. And they are HUGE liars. The most dishonest company I have ever worked within 40 years and I know what I am talking about for our entire family has been in the construction business and real estate business for sixty years. Above all, the experience has been nothing but a HORRENDOUS NIGHTMARE!!!! My poor 83 year old mother suffered a stroke and doesn’t even want to move into the home now and we have to get restraining orders against Toll Brothers employees in fear of them harming us for going public, not to mention the fact that they vandalized the property. They threatened if we don’t pay them over a million plus dollars in cash they will take our 100,000.000 deposit and the home. The title company is owned by Toll Brothers so when you go to Sign they are NOT a neutral party. They also work for Toll Brothers.
At signing there is no detailed estimated closing costs, they won’t give you any paperwork. They just give you a final number to pay!! They also make you sign a paper stating that you can’t sell your home to anyone but them for 365 days and they get to buy It back at base price which is and can be half of what you paid for it!! We want to spread the word across America This has got to STOP! They are ripping off Americans like us that worked so hard for forty years to finally build their dream home and the dream is nothing but a NIGHTMARE. We have been so BRUTALLY abused and threatened by Toll Brothers. For us, buying a home from Toll Brothers was like buying a home from the Mafia!! We are going to FIGHT for our rights!! And are going to expose The TRUTH. Our story and experience will be told in a pamphlet that will be posted on the Internet.
Above all if you’re even thinking about buying a home from Toll Brothers please take the time to read all the thousands of complaints on this website and other consumer related websites like RIP OFF report. They have a 1.0 star rating for customer satisfaction because they DON'T care about their customers!!! We hope this helps and look for our pamphlet online coming soon.. What you should know before buying a Toll Brothers Home. “Our experience.” We are righteous consumers who have been ripped off and we are now part of the “Me Too Movement” in our local community. The good news is we are not the only victims. The more people that post and come forward with their experiences the better. # vegasstrong #channel13onyourside
Reviewed June 10, 2019
My house is 4 years old, and has been in a state of repair for 4 years. Obviously there was no one supervising the construction process. Shoddy labor. Inadequate material and a stall process to delay you getting warranty coverage. When you go to the model they have all these awards for being a great builder, are the award companies talking to the home owners. I think not. I have suffered from cracked basement floors where some part are 12 inch pours and others are 2 inch pours, a Naples room ceiling that's falling apart, all of which was detected and noted on my first walk through. My cabinets are falling off the walls even though they were upgrades. The whole cabinet only had one screw holding it up and all Toll Brothers can say is it's out of warranty. How could bad labor be out of warranty. The carpet bunched up after a year. It is so bad you would probably get seasick climbing over the rolls.
Reviewed May 29, 2019
My experience of purchasing a "quick delivery home" with Toll Brothers at Lenah Mill in Aldie, VA has proved to be traumatic at best, and a financial sieve at worst. There have been misrepresented promises in deliverables and finishes, and anyone I talk to in management tries to talk in circles around me, like I can't understand English. They guarantee "expert designers" use their eye and finishing touch on the QDH's. The concessions made for "expedited delivery" by the buyer are supposed to provide you with a luxury designer home that has been "expertly" and "thoughtfully" designed. I was shown blurry photos of specs without the level clearly marked on them. I was told there would be level 2 and quartz, and in the sheet I was sent, it shows level 1 and granite.
None of my questions regarding what the kitchen choices would look like were ever sent, and upon walking in last weekend, I found all bathrooms, including the master bath were tiled floor to ceiling in white glossy square tiles (level 1), along with level 1 cabinets with bright silver finishes, along with the cheapest possible light fixtures. The same cabinets are in the kitchen. Somehow, they are rationalizing that no ability to provide me with a closing date, level 1 = level 2, granite = quartz, dated design choices = expert designers, and that none of that is misrepresentation. They stated that their contracts are "serious" and you can't get out of them (EVEN IF YOU END UP UNABLE TO FINANCE AT THE END they won't give your money back!! ); that my situation doesn't constitute an ability to get my EMD back. They have no desire to make the customer happy whatsoever.
I signed on the dotted line because I was told the premium had just gone up 14k (because they decided people could afford more because homes "were selling too quickly" - they went up another 14k a couple of weeks later). My deposit is almost $40k - I purchased a "luxury designer single family home with an expert designer's touch" - it has been decorated with .69 cent tiles and bargain basement cabinets. All internal bathroom doors fold inward and can't be opened simultaneously because they ram into each other. I was told those couldn't be changed to swing out because if someone else found out, they would be mad they didn't have that changed. The pantry is half the size of the model's smallest home. The sales concierge admitted the lighting fixtures and cabinet pulls were installed wrong; that they shouldn't all be silver.
I can't get my EMD back because Toll Brothers likes to hold their customers hostage after you have signed. Oh, and according to their manager Jason and Kristen who indicated if I go over their head, it won't matter because management will take her and the sales manager's opinion, but that they had "no control" of the situation, other than to try and see about the closing date and change the backsplash (or "delete it"). They essentially told me they would make sure they would not support me getting my EMD back "under these circumstances"; that they don't warrant a reason to let me out of the contract because they would have to put it back on the market.
Why would I ever think I was building a brand new home with a dated interior on a kitchen and 4 bathrooms that I have to either renovate or accept that they look 10 years old and will be impossible to keep clean (hence why those all white glossy bathrooms are OUT OF DATE/STYLE)?? Not to mention the entire reason I purchased the home was to have assigned school enrollment, and the school let me know because I won't have a settlement before the school year, we can't get in because it will be full. The manager essentially said this is not their problem and "it sounds like you have options and just want out". Actually, I'll be living in a hotel, thank you very much, trying to get in a home I actually am passionate about before the school year, same as I was when I bought your "quick delivery home" that "takes approximately 1 year to build"!
In the contract they also prohibit you from selling the home for a year. I am absolutely traumatized, angry, and utterly heartbroken - beyond disappointed by this situation. Don't be me. Stay FAR, FAR away from Toll Brothers and especially their quick delivery homes, unless you just really could care less what they put in there, or how. You are selling a piece of yourself in the process otherwise.
Reviewed May 28, 2019
Our dream always has been to own a Toll Brother home but we were disappointed when we finally own one. Considering Toll Brothers is #1 Luxury Home builder, we found the craftsmanship by contracted vendors to be erroneous, quality of materials used were subpar, and options that were offered as "Upgrades" at the Design Studio. There were many serious items that we had to fix in the last three months since we moved in mid-February:
-Repairing stucco cracks at extended patio ceiling.
-Visible paint blotches on the front and side wall of the house we had to repaint twice.
-Cracked kitchen window.
-Improper installation of microwave trim kit (we're still fixing the issue as of today).
-Noise humming canned lights in the Master bedroom and the Loft (we were told that they will be replaced by July).
-Bubbling of paint at the Loft drywall.
-Missing a cabinet shelf at the garage entry.
-Missing a bathtub drain plug in one of the bathrooms.
It seems Mirabelle at Plum Canyon building crew has aggressive schedule to finish 100 homes in a year but they are spending more time fixing the mistakes made by their vendors instead. Sales team also had turnovers; 3 manager changes, from the time we made deposit in June, 2018 to January, 2019 when we closed escrow. We should have researched about Toll Brothers on ConsumerAffairs and BBB before we committed to purchasing this home. Is been only 3 months and we're already have items that needed to repairs which we never had when we bought our first home from Richmond American Homes 10 years ago. We believe in saying "You Get What You Pay For" in life but this is not the case with Toll Brothers.
Reviewed May 24, 2019
We are writing this review to prevent other potential victims into buying or even thinking about buying a Toll Brothers home. We only wished we had read ALL the horrifying reviews from across the nation. We are now amongst all the other Americans and possible non-Americans who got screwed by Toll Brothers. First and foremost they draw you in with these incredible model homes built with top notch product that you later find out doesn’t even exist in the showroom. And the product in the showroom is so outdated you have to select the highest level which they mark up 75 percent. That’s right. The hardware for all the cabinets outside of Toll Brothers with the same vendor was $2,000.00 and Toll Brothers charges $11,000.00.
After you agree to pay the premium and they have your money and signature they don’t install the same product you choose in the showroom. In my case the product never existed by the vendor they claim they got it from in the first place. We contacted the vendor and they never saw the product either. Toll Brothers cuts a sample of a different material, gives it the same name and code but it doesn’t match what you saw in the showroom or vendor's showroom. TOTAL “BAIT & SWITCH”.
The way the company’s run is extremely unprofessional and unethical, and they could care a less about you and your dream house, they are only interested in lining their pockets. Not to mention how rude and ugly they get when you expose the truth! It’s a construction racket going on for decades. We bought a Toll Brothers home hoping to live in our dream home but unfortunately we never moved in and are now out in the streets, because they refuse to fix any of their mistakes and build accordingly to the plan. In fact they completely ignore you and all the correspondences you write. They don’t care at all about their customers, they are ruthless liars and all we could do is get a lawyer and sue and we now await arbitration, because that’s what their contract states. Above all, it has been a total NIGHTMARE and Toll Brothers has put us through hell and I don’t wish that upon anyone. I hope this reviews helps and God bless!
Reviewed May 17, 2019
We have a home in the Toll Brothers’ Community of White Creek. This is in Ocean View, Delaware. This community is about 13 years old and is unfinished. Toll Brothers has virtually pulled out of the community. Unfortunately, they are still in charge of the Homeowner's Association. There are empty lots in the community which have turned to weeds because Toll only want to pay for mowing not weed control or fertilizer. This distracts from the appearance of the community. When things are brought up at the Board meeting (where the community has one rep) they fall on deaf ears. The homes originally sold for $700,000.000 to a million dollars. Now we are lucky to get between $500,000 and $600,000. We have asked Toll Brothers numerous time to complete the community or sell the lots. They have refused and we are now at our wits' end. “Let the buyer beware” when purchasing anything from this company.
Reviewed May 8, 2019
I live in a new Toll Brothers home now for 6 years. If you don't catch your defective house issue within the first year you are screwed. It's a business where they don't care about the buyer. They use the cheapest roofing, flooring, windows, plumbing, electric just hoping it lasts a year without breaking. Would never buy another Toll Brothers home again.
Reviewed April 26, 2019
The so called project manager was rarely here. We caught most of the blunders ourselves. The main problem we have now is ceiling cracks. TB "fixed" them twice to no avail...Now they claim they are cosmetic. Apparently 25 foot long 1/8th to 1/4 inch cracks are not structural. They also used diluted, low grade exterior paint. Neighbors are having to repaint their houses after 3 years. It took 14 service calls to get our Control 4 a/v system to work. It is still problematic. A neighbor opened up a wall to fix a wiring problem, found twisted pairs without wire nuts. The list goes on. The best advice I can give is to ask a builder what the span of control is for their project managers. If it is more than 2-4 houses on the same site, find another builder unless you want to be onsite everyday and supervise the subs. At least put in your contract that you will hire your own building inspector for the various phases of construction.
Reviewed March 20, 2019
We would give Toll Brothers a zero if possible. We built our home in Anthem Ranch in Broomfield Colorado in 2017. We were unable to get in to see the interior of the house the last six weeks before closing due to formaldehyde joist mitigation. On walking on our main floor, dishes rattle in our kitchen sink and bowls rattle on cabinets throughout the house even at the distance of up to 15 feet away. We were told by Toll Brother's senior project manager and vice president that this was a "perceived problem" on our part.
We have had numerous other problems, such as six cabinet doors scratched beyond repair, one door splintered off the hinges, shower basin not grouted, tile missing behind the bath tub, broken floor tiles in the bathroom. Other problems include mushrooming of all screws on the back deck and stairs causing elevated areas around the screws enough to trip over (I had to explain to them how to install a deck so as to prevent this. Toll Brothers acted as if they did not understand this concept). A toilet leak under the wood floor in our powder room damaging a 4X4 sq. foot section.
The toilet had been shoved on to the ring seal bending it half way in. There are numerous other problems we are still dealing with over one year later. In hindsight, we made a mistake in trusting and buying from Toll Brothers. We have since had our house evaluated by our own structural engineer and have had the sub floor addressed by another company. We will not deal with Toll Brothers again.
Reviewed Feb. 28, 2019
We committed to Toll Brothers in December of 2016 and closed on our lot and “custom” home in February 2018. We paid for a custom home but got tract housing. We have now been in our home for a year and are still trying to get basics resolved. The subflooring was warped when they installed but rather than resolve the issues, Toll subcontractors installed carpeting and wood floor over the warped floorboards. We now have “squeaks” and peaks under carpeting with fractured wood flooring. We have had multiple visits by the subpar subcontractors to resolve heating, water heater, plumbing and flooring issues. Toll is not responsible in meeting agreed upon repair dates and does not coordinate visits in a logical sequence which allows resolution of the issues.
We are over a year dealing with problems that we as buyers should have demanded be resolved prior to our closing on the house. Every time the subcontractors are in our home they damage flooring, paint, track mud and have stolen items from our basement. This is a nightmare I would not wish on anyone. My husband, unwittingly, initially gave them a 5-star rating. This is to warn others about the poor quality and poor service associated with Anthem Ranch in Broomfield, Colorado.
Reviewed Feb. 14, 2019
Realize that the advertised price is for their cheapest elevation. Sometimes even that picture does not include everything, e.g. dormers, porch, etc. The Design Center is where they want you to pay excessive amounts for anything except their included very basic flooring and fixtures. ($10,000 extra for soft-close cabinets in the kitchen). You'll pay a bundle if you want drawers in your bathroom cabinets. You will be asked to pick out what you like and THEN given the price. If you find it is too high, you go back to square one. We removed a faucet from our options list for $400 (online at 1/2 their price) only to find they forgot to remove it. They may go back and forth with the sales center overpricing (bathtub in our case) which consumes more of your time. Their "upgraded" appliances include only one model of the brands that they offer. You will be shown options for tray cabinets when you really need to pick out color choices.
Make sure you visit the site constantly. The 300 item list before closing is nothing you can really go over in less than hours, not the day of closing. If you have a Toll mortgage, they will pick your move-in date whether you or your house are ready. Move-in day was a disaster. House was not clean. The last few weeks of construction were extremely rushed. Wallboard tape is showing (no worries, they'll paint over it) with debris in the paint. Cabinet doors were not adjusted properly or just plain bad. Other doors closed, but there are large gaps so light shines through. Faulty carpentry is fixed with caulk. Trim and cabinets were chipped MANY places. It is hard to find a smooth place on the trim. Try to get them to come back for the 30-day warranty. "My Toll Home" and construction have to duke it out. So on Valentine's Day - Roses are red; Violets are blue; If you buy a Toll Bros.; You'll be stuck too.
Reviewed Feb. 8, 2019
The initial stage of the process including the sales process, securing financing and finalizing the contract, and selecting options at the Design Studio were all a very positive experience. However, this quickly changed starting from the pre-construction stage. At the pre-construction meeting, the construction manager informed me that the elevation range for my home was from 6.5 to 8.0 and he had selected 6.5. When I requested to have the home at the higher elevation of 8.0, the construction manager in a condensing manner said "no". He provided no explanation. Since this time, every request has been "no", even on items that were said to be "doable" such as, combining kitchen sink and cabinet onto island. This required no structural changes such as removing of walls, etc.
Every Monday someone from the construction team is required to call to inform of the work performed and the expected work for the following week. Because these calls or any form of communication is not being received from the construction team, my husband and I visit the property site once a week. Last week, we discovered that only two hopper windows were installed instead of four. Immediately, reached out to sales manager, who confirmed that four windows were purchased. Any assistance that can be provided is greatly appreciated, since the construction phase is a long process and do not have any confidence in those managing the building of my home based on past experiences.
Reviewed Jan. 30, 2019
Salespeople at THE ENCLAVE AT ELLIS PRESERVE play games with the public. They have these huge lot premiums 35,000 for a great location looking over Goshen Road in Newtown Square, Pa. The salesperson Jen told us everyone was walking out. Because of the high premium. She said let me talk my boss. She then came back and said they lowed the lot premium to 20,000 and then proceeded to say plus 10,000 for a vinyl sliding door which is what they use in this housing development along with vinyl siding. You should be very careful when you're buying a house for 600,000 and with inflated options can go probably to 800,000 or more. My wife and I almost bought a house but after back and forth came down to 4,000 difference on the smallest house.
We said if you throw in the walkout vinyl sliding door in basement you have a deal. I was told they would give 5,000 toward door and if we wanted anymore we would have to buy 20,000 of their inflated upgrades and they would give us 20% off. We could not use this on options we already chose. It was a blessing in disguise that we walked. They try to entice with the model to upgrade to their horrible workmanship for installation of overpriced upgrades. We chose to stay in our 22 year old house which is still cheaper to maintain than a vinyl sided house that will look horrible in a few years Don’t be fooled by Toll. Good Luck.
Reviewed Jan. 10, 2019
We bought luxury home from Toll Brothers. Cost us a lot of money. But the quality of the house and service was horrible. The sales rep and project manager do not communicate, they were very disorganized and confused. There were upgrades we wanted to include, but ended up that they didn't include them when they were building the house. We spent a lot on the upgrades on the house, but they built the house like production homes, built them with no upgrades. Then when we did first walk through, we found out they missed a lot of the upgrades stuff. Then when we did second walkthrough at closing, we found out even more stuff didn't do correctly and didn't include those upgrades we wanted. For example, they were suppose to do the pre-wiring for the camera system before Sheetrock, they forgot to do that.
They were suppose to include barn door beams before Sheetrock, again they didn't include those beams. We found out afterward, so Toll Brothers have to end up drilling holes everywhere just to get them fix. When we moved in few months, the water pipe underneath ground broke causing water to overflow and our bill to be hundreds of dollars. Toll Brothers horrible builder. I escalate to VP of Sales at Toll Brothers, he promised to give me credit for what they did wrong. All of sudden he disappear and never respond to any of my email. Horrible service! I will never want to buy home from Toll Brothers anymore!!!
Reviewed Sept. 29, 2018
Be aware of their mortgage company TBI mortgage company! I would tell you: Stay away from this liar! They are cheating and play cheap word game on you! We chose to use them for our loan because they promised us a lot of credit. Before we signed the loan, there are what they promised us: “We would need to collect a $1,000 rate fully refundable rate lock fee and a $450 appraisal fee. You will get a full credit for both on your closing disclosure.” – From Timothy ** (their loan officer) on 8/16/2018. “TBI Mortgage will be giving you a credit at closing for the $450 appraisal fee you already paid.” – From Liz ** (their loan processor) on 09/17/2018. But, guess what? At closing, the “credit” they mentioned on all their emails are just a statement saying we have paid this money. This is so cheap a word game! Be aware of this liar and stay away from them.
Reviewed Sept. 26, 2018
I am the first time homeowner and booked this home at Timber Creek when no one moved in and it was still empty plots. Now initial treatments were great and the Project Manager listen to our suggestion and requests as it was custom built. After we moved in Feb '2016 we were happy and then slowly there were issues started to erupt.
First there were rat issues as all the insulation was not proper so mice get inside home and started destroying food in the pantry. After complaint they had sent pest control and then that has resulted in identification of the areas which got insulated. Next it started with one of the closet door conked out of the rail which seems to be outside the warranty period and I had to pay. Now recently our the walk-in closet light stopped working through. The bulbs might have broken but seems not that now I have to ask for some electrician.
Initially I thought there is some MCB issue but seems not so. In two years if we have so many problems on a new home, what would happen after 10 years. I will makes sure the issues get reached to the top official of the Toll and I will try to get this out so that people think twice when they book home from Toll. I am dissatisfied first time home buyer from Toll so will not recommend anyone to buy new homes or Toll homes.
Reviewed Aug. 24, 2018
About a year ago I was asked to vacate my property in order to fix a ceiling that was coming apart and a floor that was uneven. The Toll Brothers designated person who was going to supervise the activity let the floor company leave without doing anything. When I complained I was told that I would have to pack up the area again. I said I needed help to do this because I hurt myself on the first attempt. I was ignored. I have an uneven hardwood floor and the upstairs flooring is raising so that I have difficulty closing the door. I suffer with humidity close to 90% for most of the summer. Toll Brother built me a crappy house on a piece of property that does not have proper drainage. Let the buyer beware!!!!
Reviewed Aug. 16, 2018
How about those Toll Brothers? Please let me add my experience to the continuing list of frustrated homeowners. I purchased a new TB home in Michigan and I definitely can assure you this company has no business in the home building industry. I believe they should simply stick to architectural design and leave the building to experts. But, as we speak of design they fail in that area because they should indeed include design work for all housing systems plumbing, electrical, HVAC, security, etc.
If you look at my home from the bottom up you would see chaos in all those systems. Plumbing on top of heating vents (takes 3 minutes to get cold water in winter), chopped out joists where they wanted to run ducts (3) but later found out they couldn't, no advance notice of where they decided to rough in basement plumbing. Attaching all sorts of plywood supports to joists to try and eliminate floor vibration (This seems to be a definite design flaw to my model). Some of the minor things include using wood screws to mount T/P holder in bathroom, installing ceramic tile on top of baseboard mouldings.
Sadly, these guys do not understand that the most important part of this process is in Project Management and oversight. You do not need to hire expert craftsmen BUT you MUST manage the teams THEY HIRE to do their building. I worked in industry for over 35 years and know the product results are thru managed processes. I would like Toll Brothers commit to building as well as they design.
Reviewed Aug. 14, 2018
Sales process is as others claim all glitz, the problems become more apparent when you sign agreement which upon their signing commences the attorney review during which your only recourse is to reject the agreement risking a long delay in your $50k deposit coming back since it's held by the corporation Toll NJ I and not in escrow. Their condescending tone in the blanket rejection of all my attorney's requests for amendment are warning signs they'll indeed not honor any home warranty which is the only legal fallback rendered practically useless. Trust and confidence were already low due to the testimonials of locals who have Toll homes noting its high wear and low durability over 13y at an adjacent development of theirs and this process has lowered it even more.
Reviewed Aug. 6, 2018
If you buy a Toll Brothers new home, you are most likely disappointed from the quality of their contractors workmanship. I moved to a new community in Jupiter Country Club, Florida, and had watched the construction of my house in over a year period. Toll Brothers is not looking at the contract and I had to catch many mistakes in the construction alterations as were paid and agreed upon. Their supervisors are on site mostly when the house is due to close in few weeks. Then they have to deal with unhappy homeowner that find many items not done professionally or did not followed the design center choices. Some of the findings included: roof drainage problems, broken or wrong appliances, doors that were misplaced or damaged, incomplete landscaping, plumbing issues such as water heater.
Reviewed Aug. 6, 2018
Toll Brothers is greedy and off base by forcing these inept, useless communications companies down residents throats. They give contracts to these companies for 3 years and force people who they’ve already made money in to continue to line their greedy pockets through kickbacks of companies like Optimum. In the 2 years living in this community our internet and phone haven't worked multiple times. Optimum is worthless in customer service. ANYONE BUYING A TOLL BROTHERS HOME, BEWARE, THEY WAIVE YOUR RIGHT TO CHOSE IN ORDER TO GET HUGE KICKBACKS from companies who aren't able to provide service you're paying for.
I believe residents of Toll communities should unite and file class action suit against Toll and Optimum. Optimum should be forced to rebate EVERY customer for downtime of internet, phone and/or TV. Toll is violating our rights. They’re not giving homeowners a choice. That’s not legal. A smart group of attorneys should file a class action against Toll for infringing on home buyers right to chose! Sue for BILLIONS, make it painful.
Reviewed July 18, 2018
I have built 3 homes over the years. This is my first Toll Brothers home. Let me assure you it was a wonderful, stress free experience! I was informed every week on what has been done and what is expected to be done in the following week. Great communication. This I attest to the subdivision management. Everyone showed exemplary professionalism, respect and caring from the contractor, salesperson and the team that made this experience so wonderful! The house was always open to me to walk thru and see the progress and if anything was not right. My home is quality built and was completed earlier than originally expected. I have always wanted a Toll Brothers home and I am so happy I have a Toll Brothers Home!!
Reviewed July 11, 2018
STOP-DO NOT PASS GO-STAY AWAY FROM THIS BUILDER. I have a Toll Brothers home. I am in one of the neighborhoods that Toll Brothers did subpar work on stucco and brick homes. I have been trying unsuccessfully to get only schematics to replace my sprinkler system, lighting system and drainage system. The Div Exec has a gate keeper that keeps you away and the customer care team does not answer emails nor phone calls. Apparently the Sales Team does a great job selling, however after that everything is downhill.
Reviewed July 1, 2018
a July Quick Build! Buyer Beware!
Reviewed June 29, 2018
I'm 73 years old & I have had 4 strokes & brain operations, the building that I live only has 1 key, there is no way a EMT or police can get into the building or my apartment if I need help. I have ask to be release from my lease, my doctors have send letters on my behalf, informing the need for help within a hour time if I'm having a stroke. That was a month ago, I have request to talk with someone from your office many time, I'm always told they have to wait for permission to release a phone number for Toll Brothers. Today I was told it will take 3 months rent to buy out of the lease. Please please someone call me about the above.
Reviewed June 9, 2018
Have had problems with cabinets peeling. Now we find out person behind our property is using part of our property as a gravel driveway. We were unable to see this because of the NAOS. Toll gave us a copy of the plat that does not show that. We had to order a survey and spoke with person and now person refuses to move driveway and now we have put a claim with the title insurance because Toll gave us a deceiving copy of plat.
Reviewed April 17, 2018
We built our new Toll Brothers home beginning in August 2017. The floor plans, elevations and amenities are beautiful and the home is very energy efficient. Our complaints are with materials and craftsmanship. Day one after taking possession of our new home I decided to shower in the master bath. The drain was plugged and would not slow drain after two days. Prior to this the drain had been installed wrong and had to be repositioned prior to tile being set. Something clogged the drain and it took a minimum of a half hour of very hard work spread out over a two hour period to plunge and unplug the drain which finally happened.
A low voltage addition that we paid for outside to run a TV has no active power to anything and no one knows why are where it should go because the electrical schematics are incorrect and incomplete. During construction we added a 220 volt 70 amp circuit for a hot tub outside of the master bedroom. The electrician put it on the opposite side of the house by the breakfast area. We added a TV connection in the master bedroom. It was installed but the electrician forgot to put in the plug for the TV. The garage has a tandem. There are two light cans; one for the main part of the garage and one for the tandem. The drywallers covered the can for the tandem and it took forever to get that corrected.
We ordered French doors for the master bedroom where there is a large window and an extra window on the wall where the bed goes. An exterior door is standard that we wanted replaced with a window. The framers forgot to frame for the French doors and put in the large window. They also framed the standard exterior door but did put in the extra window on the wall by the bed. Then on day two of taking possession of the home I came home to screeching sound like an alarm. It turned out to be the hot water recirculation pump.
The next thing was the irrigation system. Once the water was turned on and we tried to get the sprinklers to work, they had forgotten to put heads on the sprinklers and water shot up everywhere. Also when they laid the drip lines they had severed the line that goes under the driveway to a lone tree and again, water everywhere. While I was installing four lights in the hallway I discovered the first can was not attached to a stud. The next three were all different types. The floors in every room are not level by as much as a half inch in places so when you open a door it sticks on a high spot. Now as I write this, workers from Toll Bros are digging out around the irrigation feeder lines due to a subterranean broken pipe that has caused the ground around it to sink as well as the pavers do sink. I will say this however for Toll Bros. When you tell them there is a problem they are on it fast.
Reviewed April 11, 2018
We bought a new Toll Brothers home in Parker, CO in 2013. Very big mistake! The quality of the construction was absolutely terrible. From the concrete in the driveway starting to flake as soon as the first snow, to the drywall texture looking as though it was done by children, to the electrical work constantly glitching and on and on. When we placed the order for our new home, the customer service was very good. As soon as we closed on our home, is when the customer service ended. We have called several times to Joel the manager and Carl the site manager to ask about getting some of our concerns addressed and after almost 4 years, I'm still waiting for a return call.
Buyer beware! I tell everyone I know to never consider a Toll Brothers home. Our Previous home was built by Engle homes at about 1/3 the price and that house was of far superior quality and the customer service was second to none. Toll Brothers has beautiful floor plans and a great sales department and that's how they sell homes. Don't be fooled! They build junk!
Reviewed April 9, 2018
Very disappointed with the quality of the workmanship. We owed a built house prior to Toll Brothers, lived in it for 13 years with no issues whatsoever. We built our Toll Brothers home in 2013, assuming they would be much more superior quality for the price they were charging. We were completely wrong! Hardly 4.5 years living in this home, because of such a poor quality of products and contractors used, our cabinets paint started to peel off. Toll Brothers did an inspection of the home and came back telling us it's the cleaners we were using... Really!!! What a great excuse to cover up the faulty job done. I have never heard of paint peeling off the cabinets from cleaning! DO NOT BUY TOLL BROTHERS, NOT WORTH FOR THE MONEY SPENT! CHEAP QUALITY, RIP OFF!
Reviewed March 28, 2018
We have decided to built a home with Toll brothers in Colleyville and biggest mistake we have made in our life’s. The whole process was a disaster with them, very poor quality, poor customer service, poor communications, and worse than all after you closed your home with them, they are done with you, they don’t care about anything else after that. I have cracks all over my house after a year, big movement in my house, I asked my builder Tyler to address the issues, after several follow ups he sent someone to fix the cracks, they didn’t finish the job properly. I have been asking Tyler the builder on Overlook subdivision to send out the guy to finish the job and he said he won’t do that anymore, it’s my responsibility to fix the cracks. Very unsatisfied and I will never build a home with Toll brothers. If you want a good customer service with a great quality they are not the one you should go with to build your dream home.
Reviewed Feb. 3, 2018
We think it’s important to tell you our story and possibly leverage any assistance to make sure that no other family has to be subjected to any experience similar to ours. We were excited to build a new semi-custom home in Parker, CO and engaged working with Toll Brothers to make our dreams come true. Unfortunately, we have been encountering issues ranging from safety matters and subpar workmanship, to potential fraud. To say that the experience has been frustrating would put it mildly. The sheer number and the complexity of problems found in our home is astounding. We wanted to get an independent opinion. After hiring a private inspector, we were told that this is by far the worst case he’s seen with Toll Brothers.
Efforts to remedy the issues with the builder have been met with resistance. For example, after my children complained of headaches it was found that there was a gas leak in the attic. The Project Manager at Toll Brothers quaintly dismissed our concerns because it was just a “small gas leak.” The Vice President and the Project Manager of Toll Brothers not so dismissive when the inspector pointed out that a small gas leak caused a home to explode. Aside for other safety issues, we are faced with an endless list of items needing to be fixed. This includes front and back porches that needs to be replaced, a window well that needed to be replaced, siding and roofing repairs, electrical repairs, plumbing repairs, and the list goes on and on. The poor workmanship is beyond anything we would expect for a home in this price range.
Lastly, we paid for all interior walls to be insulated, after moving in we noted that it was hot and noise traveled. Toll Brothers agreed to install a through vent to help circulate air in the office. During the installation, it showed no insulation in the wall. After numerous attempts, Toll Brothers finally agreed to have their people come out and prove to us that they did insulate the walls as contractually stipulated. As you can expect, drilling into the walls showed that the walls were not insulated. Leading up to the testing, Toll Brothers asserted that their inspector distinctly recalled that the interior walls were insulated. If we took their attestations at face value, like most reasonable homeowners would probably do, we would be deprived of this benefit.
To date, Toll Brothers has not appropriately identified a solution. It really makes us wonder what controls are in place to ensure buyers are in fact getting the property they paid for. Sadly, researching Better Business Bureau has identified that we are not the only ones to experience very significant issues with this builder. It’s likely as a buyer you will not see much of any bad content via the internet as the builder works hard to have posting removed. For example we posted Buyer Beware postings on Facebook & LinkedIn only see them removed with a 24 hour time frame.
Reviewed Jan. 24, 2018
This is my second Toll Brothers home. Mistake I made was thinking they were still quality which is why I purchased again. My Townhouse Condo is poorly constructed even with level 4 finishes, cheap windows, hardwoods have been replaced several times, drywall is cracking, seams coming apart literally, damaged millwork that was puttied over but now that it's dried out has fallen out, old paint used on staircase nose still sticky after 10 months, tiles cracking have been replaced twice, warped truss in ceiling, frame bent on stove...the list doesn't stop.
They tout themselves as energy efficient. I'd describe it more as energy inefficient, no dampers for airflow control. The project manager told me my unit doesn't have dampers, close the vents and stop bothering them, I'm now due for my 11 month punch out, I've had issues with my HVAC and hot water heater but they won't set up the appointment. I've been waiting for 2 weeks. Bottom line is think carefully before purchasing a Toll Brothers home, if you have to have one hire an inspector of your own. It's worth the $600. I wish I had.
Reviewed Jan. 17, 2018
Bought a second home by Toll Brothers at Escena, Palm Springs. Terrible, awful, bad experience. The customer service is horrible! The finish quality is very bad and the customer service is non-existent. Every excuse in the world and nothing but incompetence. Once they have your money, good luck. The worst experience ever. A brand new home and I had to repaint entirely because the paint quality is so poor. That is just an example, the list goes on...
Reviewed Jan. 14, 2018
This was probably the worst personal mistake I ever made. The workmanship and the repairs and layout of the community (Rivington @ Danbury CT) were the worst. To start. We were lied to about what views we would have from our unit by salesperson (we had NONE). The entry door to the garage was not even up to code (32" wide vs 36" width) hence any exit and entry to home was a contortion show especially w/ groceries! The master bath was requested built without a bathtub so they made the shower stall HUGE bigger than the size of the bathtub leaving no room for cabinets or toilet. The stair risers should be made of clear pine BUT not Toll oh no. They used knotted pine so the knots showed even through the paint. We were also promised a refrigerator enclosure and under cabinet molding and paid extra but it wasn't there.
When I registered complaint it took 5 calls and denials from Matt (Toll rep) saying it was there even after sending pics showing it wasn't. We finally got 900 back and the molding got installed. Another chase.. And it took 5 months! The community pool area can seat maybe 70 people at best then they go & remove all umbrellas. Now where do we sit... And this community when finished is going to be over 900 families? Really just poor logistics/planning all around so I sold it and moved back to a house. There are more things here that are even worse. If you thought they would be quality organization NOT... DO NOT BUY FROM TOLL! You will regret it.
Reviewed Jan. 9, 2018
I am at a loss for words. Toll Brothers has given every excuse there is as to why our house is below average. Except the Russians did it. Our savings went into OUR perfect home. Yes they are "luxury" home, but every home can be a luxury home when you pay for every little upgrade. And trust me, everything is an upgrade. We were even charged $1,500.00 for adding to our blueprints because they said it would be a lot of work to change the structural blueprints. Had nothing to do with that??? Then they forgot to make the change. Had to remind them. Still, upgrade has not been done. But they got their $1,500.00. They forgot to do half the upgrades we paid for. The response is, “No problem, we can fix that.” That is nice but when? They are too busy throwing up houses that they cannot focus on one.
The workmanship is horrible!! We paid for upgrade paint. Seriously, if you stick painter’s tape on the wall, it will pull the paint off to the joint compound. In two of our bathrooms, if you sit on the toilet, you sit on the toilet paper and holder. Who puts it that close. They said they would remove them but can see the patchwork on the side of the vanity, and we have to pay for the two new standing tissue holders. Order special flat rock tile for the master shower. They mixed match the colors. Either no one checked the work being done or thought we wouldn't notice the color change. Lost 1 ft width across the upstairs bedroom and bath. Again, another excuse which made no sense. No refund or compensation even though we were told the base price is per foot.
They arrange these weekly calls and certain meetings so everyone is on the same page. Does not matter. Everything we said, they had an excuse, said it would be done, thought it was done, was in the process of being done, etc. NO, months and months of reminding them, "THIS IS WHAT WE ORDERED, YOU WROTE DOWN, AND WE PAID FOR." We got so tired of the excuses and lies, we just let the Monday calls go to the answering machine. Did not feel like dealing with it. Plus, we have it on our answering machine. That still doesn't help. I try to be nice so this is my vent. Every day we find something new wrong. We have told everyone to stay away from a Toll Brothers Homes. Waiting now for them to get back to us about our 30 day repair. They pick and choose what they want to compare and say it is like the model. Only if it benefits them. Never again!!!
Reviewed Dec. 1, 2017
Toll Brothers has represented themselves as a quality home builder. Our experience has been awful! The workmanship has been extremely disappointing and the service to correct problems has been equally dismal. We had a new home built which cost well above $800,000. To date we have had our hardwood floors replaced three times. We had the fireplace repaired three times. There were roof and gutter repairs that had to be done as water may have leaked into the stonework. They also had to redo some landscaping as the dirt slopes toward the house which apparently was against code. The condensation pump is not working either.
The house was completed June of 2015 but we did not move in until end of 2016. Therefore there was little use of the systems or house. For the cost of the house one would think they would want to address some of the recent issues such as the condensation pump, but apparently their warranties only last a year. Doesn't seem to be commensurate with the so called quality they reference. By the way we hear horror stories from neighbors as well. This does not seem to be an isolated incident but something more systemic related to the inferior workmanship. We would never consider working with Toll Brothers again!!!
Reviewed Nov. 30, 2017
We love our home in Robertson Ranch but the HOA is so poorly run that I can’t recommend living here. Toll Brothers has controlled for past year and will for another year and it’s so aggravating that we may move elsewhere.
Reviewed Nov. 24, 2017
I purchased this home new two and a half years ago and I am still dealing with less than industry standards workmanship. The tankless hot water heater stopped making hot water after six months. It took numerous phone calls to get it resolved and yet it continues to break down every six months. Every aspect of the house shows poor workmanship that you would find in less expensive house. Bottom line is that a Toll Brothers home is not the quality home they advertise it to be. Save your time and money and look somewhere else for your investment.
Reviewed Nov. 21, 2017
1 1/2 years after moving into my new home I'm am still dealing with warranty work. Building the house with Toll was very unpleasant. Most of the contractors can't speak English, don't keep appointments or show up not prepared to do the job they came for. I will never deal with Toll Brothers again and certainly do not recommend building a home with them. BEWARE!!!
Reviewed Nov. 20, 2017
Toll Bros (Reno NV) Can Lights - We recently purchased our first home from Toll Brothers, we were very excited until the latest walk of the house last Saturday. We found quite a lot of issue during the walk, we compiled a list of concerns and notified the sales manager. One of the major one is that kitchen can lights are not centered to the island, all 6 lights are shifted over about 1.5 feet. We compared it to the model home and those can lights are centered on the island. We were given a diagram on where the lights would be for our house and shows to be centered, but the physical installation is not even close. Other than that, we have a wavy wall, sliding door handles offset etc. Do you guys also have similar issue?
Updated on 02/26/2018: We finally got the keys and moved in mid of Dec 2017. During the whole process from viewing the model home over and over again, going thru the contract and option list, signing the contract, traveling back and forth 8 hours to see the progress, having the final walk thru, closing escrow, moving in, we have built up mixed feelings, both high and low.
Reliability: We have never seen the sales manager again after we signed the contract, she didn't showed up at any of the walk thru or meeting, not even showed up when we closed escrow. Typical salespeople, walk away after commission is in the pocket? We haven't heard from the construction manager about punch list follow up action, we decided to put those items on the warranty service on their system - https://mytollhome.tollbrothersinc.com. Very soon after our submission, we noticed that the warranty service status was flipped closed and completed. Warranty manager called us and told us, "Those are part of the quality control before handover, construction manager is the one you should get back to." Buck passing? Who should be responsible?Responsiveness and efficiency: All parties respond very slow, sometimes we don't even get a reply. Slow or not responsible? Construction manager scheduled to go thru the punch list with us few times. What is the point to come over and look at the same items again and again, we need them to fix it, not to just look.
Communication: Missed/extra options in the house which we paid or didn't paid for. Lack of communication between sales and construction parties? Sales manager set a date for us to do final walk thru with construction manager, we arrived 15mins early at our house, construction manager passed by, we said hi and asked him about the walk thru, he told us "Final walk thru is not today." Then we walked to the sales office, no one was there, there was just
a temporary staff who doesn't know anything. We emailed the sales manager, she didn't reply, not even an apology.
We lived in the Bay Area, it's approx. 8 hours drive back and forth; we had no choice but to extend our stay at hotel because of their communication problem. TB changed the colour and material of the roof, but we were not informed at all. Sales manager response was, "We did have a colour scheme change and this was one where all of our colour scheme got the same as yours." Other owners might not care about colour and material change, but we do, we chose every single option/colour/layout based on those physical model homes and drawings they provided.
Professionalism: Construction workers didn't use shoe socks, they walked from construction site to our floor and carpet, they left small rocks and dirt, and we found that our floor is scratched. Are they required to use shoe socks when they need to go to a house which was already delivered to owners? Construction workers had not covered the floor, counter etc, when they carried out the paint job. Is it very basic, common thing to know? How can they not do that Construction workers wear random clothes/hoodies, we can't recognise who are TB people. There was a young guy, he wore a hoodies with his hood up, shook our door early at 7 am. If someone claims that he's here to follow up some repair, how can we identify?
EXTREMELY bad craftsmanship and ridiculous mistakes: A lot of scratches, damages on doors and cabinets. Sliding door is not aligned. Outlets on the same wall are not aligned. Walls are wavy, not straight. Gaps between baseboard and floor. Gaps between wall and stairs. Paint doesn't match on same walls. Windows not straight. Cabinet shelf peeling. Flooring staples appear on the floor. Hardwood peeling. Door crooked. Screen door missing. Upside down door handle. Different paint texture on same door... and much more.It's been nearly 2 months, major items are still pending (paint, carpet, hardwood... etc.) We can't open our new furniture (couch, TV, bed, dining table etc). Last two months, we have been using air bed, sitting on the floor, eating on the counter. We officially moved in, but we are not "living" and "enjoying" the house
yet. It's also very annoying because you never know when they would like to come over again, seems like they are not going to fix everything at once. If you have to work, do you trust them and leave them your keys? If you work from home, their visit would cause a lot of inconvenience, they would ring your bell anytime.
We have been talking about one of the light switch location, we think it's on the wrong side of the wall but we didn't find out. Two days ago, we came across some pics of our neighbours' house (same model), we found that their switch is on the other side of the wall which makes totally sense, we double checked with schematic diagram, so we emailed the construction manager and requested his follow up, he answered us, "You'll notice a disclaimer at the bottom left corner of your electrical plans that explains the plans are specific for electrical upgrades only, standards are for reference only and subject to change. If you would like to turn the switch around so that it is inside the closet you are more than welcome to hire an electrician to do so. TB will not be covering it."
It reminds me of our can lights, we got same answer from sales manager, "Here are photos of all of our floor plans with can lights in the same location as yours. There are a lot of things we can move and do in our model homes because they are models, and we take extra steps for things like this. There is a disclaimer at the bottom of the diagram that states..." Again, perhaps other owners might not care about any details, it doesn't mean we do not care. As a consumer, we have the right to be informed, right to choose, right to be heard. With Toll Brothers, you will not get what you see in their model homes. Please read all the reviews by TB homeowners, think carefully if you really want to spend money on Toll Brothers LUXURY Homes (TB homes are way below standard quality), if we could give minus stars, it would be -10.
Reviewed Nov. 19, 2017
We are in the process of building a home. 5 upgrades we paid for were never included in the home. After numerous complaints they fixed most of them. They missed glass shower windows, door and electrical was in the wrong spot. We are in the process of finishing and we have not had the home inspected yet I'm sure we will find more problems. They then told us our budget for lighting would only cover outside lighting so we had to pay them 3 thousand dollars extra. The sales women lied when we asked about the extra money and upgrades missing. They are disorganized and dishonest. Worst experience of my life. Oh they put the wrong tile in the second floor 2 upstairs bathrooms.
Reviewed Nov. 13, 2017
We just signed our new condo at Metro Crossing, Fremont Toll Brothers, which will be available in fall 2018. Amazing experience with the sales office. Everything online and just like Tesla, very simple and easy to understand. Awesome location and pricing is unbelievable, Hoping the delivered house meets our expectation.