Toll Brothers
Reviews and Complaints
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Verified Reviewer | Washington, District Of ColumbiaTool Brothers - Poor customer support and cannot be trusted
- Cosmetically a nice house
- Absolutely unpleasant customer service
- Sales people are sneaky they do not keep oral promises
Preferred solution: Deliver product or service ordered
User's recommendation: If you buy a Toll Brothers home make sure ALL punchlist items are completed prior to closing and get everything in writing.
Don’t do any upgrades through toll brothers.
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Verified Reviewer | Denver, ColoradoBait and Switch on terms and agreements with financing and building
We signed up in 2021 (summer) to have our home built with the guarantee of a 365 day price lock finance product once we broke ground to ease our mind about rising interest rates. Well, November came around and we broke ground and went to lock in our rates.
They informed us we want to wait until you are fully framed before we offer a rate lock now. So now that we have already signed all the papers and designed our house we are told they changed their terms and decided to wait until basically under 150 days to finish to offer any rate locks. During this time the interest rates have sky rocketed (exactly what most people expected since last year) from 3% up to 3.9% and expected to get into the mid 4%. Our monthly payment just went up by $200-$250 over time that is 10s of thousands of dollars that just cost us.
We are tempted to get our legal team involved if they cannot resolve. This is absurd that a company would do this and expect any praise for their processes or ethics. Terrible company.
STAY AWAY. I will never work with them again.
Preferred solution: Price reduction
User's recommendation: STAY AWAY
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Pleasanton, CaliforniaCustomer service missing totally...no sign of them..no calls
Preferred solution: Deliver product or service ordered
User's recommendation: Runnn
Home buyer
Preferred solution: Deliver product or service ordered
User's recommendation: Don’t do it!
Warning for all potential clients with Toll Brothers
elow is a summary of what we found when me moved in:
1.The entire exterior of our house except the front is painted the wrong color. The front is gray and they painted the rest white.
2.Wrong garage door.
3.Wrong kitchen faucet put on with the lever on the wrong side.
4.Wood floor has dozens of damaged pieces all over the house.
5.Bathroom lights had no glass on any of them.
Missing light bulbs in several lights.
6.Wrong mirror in master bathroom.
7.Missing cabinet in master bathroom.
8.We had no hot water the first night-took cold showers. Apparently, it was never turned on.
9.Continual loud dripping from the water lines in the laundry room. Pointed it out multiple times prior to close. Inspector also questioned it.
10.Wrong bathroom light fixture in upstairs bath.
11.Multiple closets are installed incorrectly.
12.We have no wi-fi as your staff cut the lines twice so AT&;;;;;;;;;;;;;;;;;;;;;;T has to do major repair.
My husband is a consultant and works from home. Might be 2 weeks before we have wi-fi/tv. How will you make that right?
13.Multiple kitchen cabinets do not close, are crooked and just do not function correctly.
14.There are stains/marks on several spots on the quartz.
15.The whole interior of the house needs to be repainted and trim work needs repair. It looks absolutely awful.
We have stopped putting blue tape all over because it literally is the entire house. Some of the worst work I have ever seen and this is my fifth new built home. I am not a rookie to this process.
16.Several doors do not stay open or close.
17.The cabinet in the laundry room has a big crack in the trim on the top.
18. Deco on the kitchen cabinets is not done.
19.Missing stair cap.
On 8/28, less than 48 hours after we closed, I was in the spare bedroom making the bed and noticed the carpet was damp, so I started feeling around more and when I got to the closet it was soaking wet.
I mean SOAKING wet. We had run the washing machine the night before for the first time so assumed that was where the problem started as this bedroom is right behind the laundry room. We immediately turned the water off and called our PM. Never answered.
Sent a message to him and Matt. All Matt said was to call the emergency line. We had no idea what that even wa,andd he just told us to look in our packet. We have been in the house 48 hours, who knows where that is?
We finally found it and called every plumber on the list but nobody answere Finally heard back, and a plumber was sent.
So now, we have a large hole cut in the that closet, two super loud commercial fans trying to dry it out and ripped up carpet.
No apology, no anythg.! HORRIFIC EXPERIENCE FROM DAY ONE!
RU
User's recommendation: RUN
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Verified Reviewer | Cumming, GeorgiaNot recommended
The whole experience was flawed. The sales lady was just that, a seller.
She didn't care that the company was posting about a basement special, she refused to offer it in the contract. I spoke to corporate and all I got was how wonderful she was, I'm sorry that doesn't help the fact that you published a lie and refused to honor it. Next was the design center, if you want a white house or a color of your choice, forget it. It's really not your choice, but the design centers.
They flat out tell you no. When you try contacting the CEO, he's too important to speak to the customers. He has his middle man call you and tell you how his team is amazing, and basically he doesn't care. During the time you are under warranty, you get to fight to have issues resolved.
Deck shift? You get to wait until they consider it an emergency. They will wait until the end of the warranty to even consider anything.
Forget follow-up, you have to basically harass them to get anything done. I will never buy anything with this company associated in any way.
User's recommendation: Don’t bother
Corporate Clowns
- No pros
- Hard liners
- Fraudsters
Preferred solution: Let the company propose a solution
User's recommendation: Buy from different builder
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTerrible Customer Service experience
My husband and I are looking to buy a house. We have visited Carolinas and Estates in Lenah Mill.
We really liked the Estates and we were told that we would have to watch the home sites to be released and then contact the office.
For the past few weeks Ive been watching the interactive plan on the website like a hawk. I contacted the sales consultants there Sean McMahon and Andrea Kuszewski within two hours of the home site #8021 release and, I was told that I was too late. Both agents were rude and pretty much brushed us and our real estate agent off, without giving us any straight answer on how we can make sure to secure any future home sites or, maybe if we could be in line, in case other family chose not to proceed.
Ok, so I made sure to watch the home site #8022 even closer and the agents were contacted within 18mins of home site release. It has been more then 24 hours now.
Neither agent bothered to even get back to us or our real estate agent with a reply. I saw that the home site is now turned yellow, which means that we are not getting it again.
We are absolutely dissatisfied with the entire process, rudeness and a terrible customer service.
Is there a way to secure any future home sites and how do we go about it?
We are very disappointed with the way we have been treated so far. The level of rudeness and I dont care attitude from people, who are supposed to be in customer service and suppose to walk you through the process and, be helpful is absolutely unacceptable and inexcusable.
The entire experience has left a very bitter taste in our mouths. Very very disappointing!
- Design
- Rude people
- Terrible experience all together
- Absolutely unpleasant customer service
Preferred solution: Let the company propose a solution
User's recommendation: Find another builder
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCustomer service
Change of sales person Doug Hindsman abruptly at Jordon Point in the middle of our contract.
New sales person -KerryBlevins does not have any clue about our discussions with Doug and does not have any clue of standard features and structural options
offered for us outdoor living with concrete base, standard fireplace, transome windows which come with standard elevation plan
These have been discussed and agreed upon by Doug.
These options were offered to everyone the community.
Kerry is refusing to offer us these options that we already agreed upon with Doug.
And, in addition Kerry is forcing us to sign the waiver of these options.
Since, these options have been offered to everyone in the community except us
we feel discriminated.
The whole experience of buying our dream home has been frustrating and disappointing due to lack of proper transition and competence of the sales person representing Toll Brothers.
We appreciate any help to rectify this situation. Please feel free to reach us out any time via phone or email provide below.
Thank You.
Sudhir Nellutla
Preferred solution: Let the company propose a solution
User's recommendation: Buying experience TOLL BROTHERS home is frustrating.. demeaning
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor Construction Quality - Breach of Contract
Preferred solution: Full refund
User's recommendation: See photos in my previous review on Toll Brothers
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Verified Reviewer | Houston, TexasPoor Quality Construction - Hundreds of Issues
punch list not completed in 1 1/2 yrs.100s of warranty issues looked at but closed tickets
User's recommendation: Two Thumbs Down
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Verified Reviewer | Myrtle Beach, South CarolinaPoor customer service
User's recommendation: Look at a different builder
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor quality and poor customer care
Dry wall repairs have been made. Now waiting on painter to paint the repaired areas and to point the crown moldings
- Master fraudsters
- Absolutely unprofessional
- Whole experience with toll brothers
Preferred solution: Let the company propose a solution
User's recommendation: Look at a different builder
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHome Discussions
Preferred solution: Let the company propose a solution
User's recommendation: Don't buy a new home from Toll Brothers
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check out you tube link of local township, Upper Providence, Collegeville, PA, where resident exposed municipal government concealing permit and building inspection fraud for new homes, and collusion and cover up with Toll brothers fraudulent constructed homes across the nation. https://***/It_IcFJEORU?t=685