David N Jzz

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Verified Reviewer
| map-marker Washington, District Of Columbia

Tool Brothers - Poor customer support and cannot be trusted

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We are new Toll Brothers homeowners experiencing ongoing issues, prior to and post closing. Almost NO support post closing and bullying tactics seem to be the norm, as well as no paper trail. Customer Care Coordinators are not addressing outstanding issues, blaming resources, will not provide target completion dates for punch list items dating back 60 days, installing broken appliances, damaging appliances during installation and disregarding requests to escalate.
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Pros:
  • Cosmetically a nice house
Cons:
  • 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.

Anonymous
map-marker Lansdale, Pennsylvania

Don’t do any upgrades through toll brothers.

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Toll brothers charged me a premium for my upgrades. I spent over $200,000 in upgrades and let me tell you that none of it was worth that amount of money. Also, my house is still a construction project bc me and my wife keep finding things that they tried to cover up/hide, forgot to do, and just bad workmanship. All the subs they use suck big time. I would just buy the home without any upgrades bc they are literally frauding the homeowners.
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1 comment
Guest

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

Michael D Ejr

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Verified Reviewer
| map-marker Denver, Colorado

Bait and Switch on terms and agreements with financing and building

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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.

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Loss:
$25000

Preferred solution: Price reduction

User's recommendation: STAY AWAY

1 comment
Guest

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

Prateep T

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Verified Reviewer
| map-marker Pleasanton, California

Customer service missing totally...no sign of them..no calls

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I have bought a home in the " Serena of Gale Ranch" community. The Biggest complaint i have got is " NO CUSTOMER SERVICE" at all.....absolutely NIL.....Walmart provides 1000 times better service when you buy just a $1 item, so just imagine the service i should get when i pay 1.7million ...I am waiting for the warranty services that they promise for the first 1 year since months now..no phone calls..no email responses....no contact at all...people have run away since community is all sold out now.....absolutely disgusting ........crap company....
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Preferred solution: Deliver product or service ordered

User's recommendation: Runnn

1 comment
Guest

https://***/It_IcFJEORU?t=685 watch this video of the Township Fraud Exposed and Toll Brothers Fraud uncovered, Nationally in Collegeville, PA

Diana F Xkw

Home buyer

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Not able to fulfill their commitment to deliver a quality product. The home was not finished when we closed. Appliances which we paid to upgrade were not properly installed. Any up charge toll assessed we paid. Toll has not delivered their side of the commitment. Its really unsettling.
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Preferred solution: Deliver product or service ordered

User's recommendation: Don’t do it!

1 comment
Guest

I truly believe that COVID-19 has affected many of us. We have become more stupid lazy and greedy as a society. Even The medical personnel are unable to do an Efficient job, putting on us with unrelated medical problems, in danger of an Unnecessary and possibly early death.

Anonymous
map-marker Charlotte, North Carolina

Warning for all potential clients with Toll Brothers

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Warning for all potential clients with Toll Brothers
Warning for all potential clients with Toll Brothers - Image 2
Warning for all potential clients with Toll Brothers - Image 3

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

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User's recommendation: RUN

Heather G Lah

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Verified Reviewer
| map-marker Cumming, Georgia

Not recommended

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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.

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User's recommendation: Don’t bother

Anonymous

Corporate Clowns

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Toll Bros. Also know as TOOL Bros culture is all about screwing the client to make a buck. They say we want our customers to be happy Ya right! I call BULL *** Over the years I have many new build homes from various builders. TOOL Bros culture of saying what they think the customer wants to hear then do what they want is terrible way to do business. They promise and under deliver for sure. 14 months to build a production house?
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Pros:
  • No pros
  • Hard liners
Cons:
  • Fraudsters

Preferred solution: Let the company propose a solution

User's recommendation: Buy from different builder

1 comment
Tyshawn Xes

I have encountered the same

Elena M Rft

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Verified Reviewer

Terrible Customer Service experience

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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!

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Pros:
  • Design
Cons:
  • Rude people
  • Terrible experience all together
  • Absolutely unpleasant customer service

Preferred solution: Let the company propose a solution

User's recommendation: Find another builder

Sudhir N Lxb

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Verified Reviewer

Customer service

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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

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Preferred solution: Let the company propose a solution

User's recommendation: Buying experience TOLL BROTHERS home is frustrating.. demeaning

Naheed J Nen

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Verified Reviewer

Poor Construction Quality - Breach of Contract

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Pre-Closing items have not been resolved in over a year. 100s of post closing issues reported within 12-year warranty period but they did not even bother look at any and closed all tickets.
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Preferred solution: Full refund

User's recommendation: See photos in my previous review on Toll Brothers

Naheed J Nen

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Verified Reviewer
| map-marker Houston, Texas

Poor Quality Construction - Hundreds of Issues

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Updated by user Mar 17, 2021

punch list not completed in 1 1/2 yrs.100s of warranty issues looked at but closed tickets

Original review Mar 15, 2021
I just cannot believe that Toll Brothers have built this extremely Poor Quality home. Since closing on 9/2019, not a single pre-closing "Punch List" issue has been fixed properly and instead added more damages. And, during the 12-month warranty period, we reported hundreds of issue via their online reporting system but they did not work on any of the tickets and instead closed those tickets without even looking at it.
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User's recommendation: Two Thumbs Down

1 comment
Reana Lqs

What is the escalation mechanism available for us in this case. I am always having issues with Toll and they have not attended my one year warranty items even after 3 years.

how can we deal them? do you have any idea?

Bob A Lrh

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Verified Reviewer
| map-marker Myrtle Beach, South Carolina

Poor customer service

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Warranty repairs not completed . Builders rep refused to do warranty that was authorized by the warranty company
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User's recommendation: Look at a different builder

2 comments
Guest

Bob I need contact you

Guest

Please check out consumer affairs "consumer fraud" Collegeville, Pa post about toll brothers. There is legal information -Water Intrusion and other checklist and legal doc references in the post beneficial to all victims of Toll brothers. the owner of those docs can be reached at tollbrothersconsumerfraud@***.com

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Bob A Lrh

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

Poor quality and poor customer care

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Updated by user Mar 18, 2021

Dry wall repairs have been made. Now waiting on painter to paint the repaired areas and to point the crown moldings

Original review Feb 22, 2021
Bought and built a house in their SC Longwood Bluffs Community, this has been the worst experience that I have ever had with a builder. We have items from our original walkthrough that still have not been repaired almost two years after moving in. We had to fight tooth and nail to have our grading corrected, the interior paint on the walls is so thin you can see written measurements from the installers, Crown molding is lifting from the wall and the list goes on. Note that these repairs were authorized to be done by the 2-10 Home warranty company that the builder uses. After a heated exchange with the builder they have closed our warranty repairs and told the warranty company that all repairs have been completed. This builder will take your money knowing that they are not going to deliver a finished product. There are many many more residents of this community that are having issues. The neighbors are talking to the local media and some are possibly proceeding on a class action lawsuit. Do not let Toll Brothers turn your excitement of being a new home owner into sleepless nights and broken promises. 1) Heater was never connected to exit flue pipe for the first year - heater was exhausting right into attic 2) Mold in attic as a result of excessive condensation from heater exhaust 3) Grading was towards hose not away from house - had to argue and complain repeatedly before problem was resolved 4) All punch list items had to go through a 3rd party warranty company. Numerous items that the warranty company authorized for repair were denied by builders rep Zach Gerone. Zach's only concern was to get out of our property as they are 10 months behind doing their warranty repairs due to COVID. One of the items on the list was a nail hole in the ceiling next to the master bath vent fan which also was not working correctly. Zach personally was up on a ladder attempting to fix the fan several times and completely turned a blind eye to the hole that was reported at our original move in walkthrough 20 months ago. 5) Corner bead by our fridge was popping and reported to warranty company, this has not been completed either. Builder notified the warranty company that our house was completed which is 100% a lie. 6) our list goes on, some items addressed and many items were not and are not complete. Buyer Beware this builder will leave you hanging and repairs will come out of your pocket regardless of how much money you spent to buy your house.
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Pros:
  • Master fraudsters
Cons:
  • Absolutely unprofessional
  • Whole experience with toll brothers

Preferred solution: Let the company propose a solution

User's recommendation: Look at a different builder

1 comment
Guest

Please check out consumer affairs "consumer fraud" Collegeville, Pa post about toll brothers. There is legal information -Water Intrusion and other checklist and legal doc references in the post beneficial to all victims of Toll brothers. the owner of those docs can be reached at tollbrothersconsumerfraud@***.com

Terry H Osr

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Verified Reviewer

Home Discussions

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I was not able to talk with anyone at Toll Brothers regarding our terrible new home purchase experience with Toll Brothers at Bayview at Gig Harbor, Gig Harbor, WA. I would like someone from Toll Brothers Headquarters in Pennsylvania to call us as soon as possible Ph. (720)-839-****. Thank you. --- Terry Hendricks
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Loss:
$4500

Preferred solution: Let the company propose a solution

User's recommendation: Don't buy a new home from Toll Brothers

2 comments
Irish J

Please feel Free to ask Toll brothers attorneys for your copy of the Water Intrusion, Framing and Mechanical Checklists. Tell Toll Brothers Attorneys, Sean Connolly from Collegeville, PA is the only home owner in the country that has copies for his home.

They hide these documents from you as they are legally destructive. You can contact me directly if you would like via the message board and I surely help you with your problems.

Doris S Klv
reply icon Replying to comment of Irish J

Watch out for that arbitration clause.

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