Complaints

This profile includes complaints for Toll Brothers, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Toll Brothers, Incorporated has 118 locations, listed below.

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  Toll Brothers, Incorporated

  1140 Virginia Dr Ft Washington, PA 19034-3204

  
• 

  Toll Brothers, Incorporated

  916 Wandering Way Dr Waxhaw, NC 28173-8071

• 

  Toll Brothers, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

• 

  Toll Brothers

  130 Business Park Dr Armonk, NY 10504-1727

• 

  Toll Brothers, Incorporated

  7531 Main St Woodstock, GA 30188-1694

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toll Brothers DID NOT register AC /HVAC unit with manufacturer so warranty was not in effect. We recently incurred a $ ***** USD repair that WOULD HAVE BEEN COVERED BY THE WARRANTY if Toll Brothers had registered it. When contacted , they said it was OUR responsibility to register it even though they installed it . We were NOT told at closing to register unit.

  Business Response

  Date: 07/07/2025

  Thank you for taking the time to provide feedback about your manufacturers warranty issue.  We are sorry to hear about the cost you incurred.  The local Director of Production confirmed that buyers are notified of their responsibility to register their HVAC unit during their closing walk. Please contact your ************* Team regarding any other warranty issues.   

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do not wish to pursue this complain further. thanks 
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $749,000 new construction home from Toll Brothers in January 2023. On the day of closing, the concrete driveway was visibly damaged due to heavy machinery being driven over uncured concrete in their rush to complete the build. I was assured by a Toll Brothers representative that the driveway would be repaired within 30 days under the home warranty.Over the next year and a half, I made multiple follow-ups, and each time I was told the repair was still in progress or delayed. On May 29, 2025, I was once again promised that the driveway repair would be completed. However, on June 23, 2025, I received a written statement from Toll Brothers denying responsibility, claiming that the matter now falls outside the warranty period and blaming the ********** their own team having acknowledged the repair repeatedly during the warranty period.This is a clear case of deceptive delay tactics, poor workmanship, and failure to honor warranty obligations. I am left with a visibly flawed driveway that reduces the value and aesthetic of my property. I am requesting that Toll Brothers honor their original commitment and repair the driveway properly.

  Business Response

  Date: 06/28/2025

  Thank you for sharing your concerns and we would like to apologize for the delays and continued frustration youve experienced regarding your homes driveway. We understand how important this is and regret that our communication has not met your expectations.
  
  We have scheduled our trade partner, *******, to begin the repair work on July 7, 2025, with a plan to complete all the repair work for your driveway that week. Our goal is to resolve any deficiencies promptly and professionally, and we plan to keep you informed throughout that process. We appreciate your patience and the opportunity to address your concerns. Please feel free to contact your ************* Team directly with any further questions.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is regarding an unresolved warranty issue with my Toll Brothers home, which I closed on in November 2021. On May 31, 2022well within the one-year warranty periodI submitted a service request for a water leak occurring during rain events in the area around the gutters near my front door.The request was assigned to ***** *****, who initially applied sealant to the gutters. During a subsequent visit, I explained that the leak was not only from the gutters, but also from behind the aluminum fascia in the same area. Mr. ***** acknowledged this and indicated he would return to perform additional sealing and that would take care of the drip. I asked to be notified prior to his return so I could clearly show him the specific location of the issue.When I did show him the affected area, Mr. ***** claimed the problem was due to clogged gutters. However, this is inaccuratethere was no clog, and the source of the leak was clearly not from the gutters themselves. I was later informed that a water test was performed and no leak was found, despite having sent both photos and videos pinpointing the exact issue.After failing to receive resolution through the local customer care representative, I contacted **** ******* by email on August 7, 2024. We spoke on September 6, at which point Mr. ******* stated he would arrange for a roofer to evaluate the issue. I followed up on September 9 with a video documenting the leak. Mr. ******* replied that the condition was as he thought and that I would be contacted, but no roofer ever visited my home.I was eventually informed that the gutters were sealed and were not leaking. Unfortunately, the leak behind the gutter persists, and the issuefirst reported just a few months after I moved inremains unresolved. Repeated contacts with Mr. ******* have been met with no ******** this point, I am simply requesting that the issue be properly evaluated by a roofer, as was promised, and that the necessary repairs be completed.

  Business Response

  Date: 07/01/2025

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns about a leak. The ************* Manager confirmed that we have inspected your gutters multiple times and water-tested them, finding no deficiencies in their operation. We will dispatch the gutter company a final time to ensure their performance.  We will reach out to you to schedule the appointment. You can contact your ************* Team directly with any concerns.

  Customer Answer

  Date: 07/13/2025

  Hello.  .My last communication from the BBB advised that Toll Brothers would be reaching out to have a roofer inspect the leak.  I have. not heard from Toll Brothers.  I have had no inspection.  This is why I did not respond.  I have no new information.  Please keep this case open until I have received the promised response from the Toll Brothers.  Thank you.

  Business Response

  Date: 07/25/2025

  Thank you, again, for sharing your experience with Toll Brothers.  We are sorry to hear of your concerns with a leak. The ************* Representative contacted you regarding the contractor inspection that occurred on July 16, 2025.  He also sent a message via the ************* Portal.  The ************* Representative will continue to work with you regarding the repair.  

  Customer Answer

  Date: 07/25/2025

  Thank you for keeping this case open.  Toll Brothers did contact me, and did have an inspection as they noted.  They are working on scheduling the repairs now, however they have another area they are inspecting as part of the overall leak issue.  Toll Brothers advised that this will require a different vendor.  I am not ready to accept resolution or reject the fix, as it is still ongoing.  Thank you!

   

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at ***** (****************************************************), and I am filing this complaint regarding a package that was delivered. Despite showing as Delivered on the tracking system and multiple follow-ups on my endincluding emails, phone calls, and in-person visits to the front deskI have still not received my pickup code or access to my package.Each time I go to the front desk, there is either no staff present or someone who says they dont know how to access the mail room. I have contacted every email and phone number available, but no one has resolved the issue or even followed up.This situation is unacceptable. I am requesting immediate action to locate my package and deliver the pickup code. If this is not resolved promptly, I will consider further steps including formal escalation and legal action if necessary.

  Business Response

  Date: 06/19/2025

  Thank you for sharing your experience with us. We understand that the community team has responded to your inquiry, and that after reviewing security footage, it was determined that the package was not delivered at ***** and that you are working directly with the carrier to locate the package. If you have any additional questions, please continue to communicate directly with the *************** team so that they can assist you.

• Initial Complaint

  Date:05/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a Toll Brothers home listing in ******* on ******, as well as on ************** and ***********. I sent the listing to my real estate agent, who went to check it out. Later that day, I toured the home myself and also viewed other homes in the same community. I liked the home and decided to move forward with the purchase. After signing the contract, I made a 5% deposit, paid for a home inspection, received mortgage approval, and paid for an appraisal.About a week into the contract, I began noticing that most residents in the neighborhood seemed significantly older. Curious about the community demographics, I did some research and discovered that it was a 55+ community. I called the sales agent, who then confirmed it was indeed an age-restricted community operating under the 80/20 exemption. They also informed me of an *** rule that no one under 21 can live in the home. This was the first time I had been told anything about age-based restrictions, and it was deeply concerning.Nowhere in the listings or during any in-person or written communications was this disclosed. The age restriction was not mentioned when the *** fees were explained either. I only received the *** documents with this information after asking twice. This restriction affects my future, as I would not be able to start a family or raise children in the home without having to move.When I contacted Toll Brothers, they first agreed to refund my full deposit. Then they tried to convince me to buy another home in the community. When I declined, they changed their position and offered only half my deposit back. The age restriction is a material fact that should have been disclosed upfront. I am requesting a full refund of my deposit due to this clear omission.

  Business Response

  Date: 06/12/2025

  We at Toll Brothers appreciate the opportunity to respond to the concerns raised by Mr. ***** ***** regarding his home purchase process in our *******-area community.

  We sincerely regret any confusion or inconvenience the customer experienced regarding the age-restriction status of the community; it is always our intent to provide clear and transparent communication and information to all potential homebuyers. We do recognize that in this case, the customer was somewhat unclear regarding the 55+ community designation and related restrictions.

  Upon learning of the customer's concern, we reviewed the matter internally. Although the community is legally operated under the 80/20 exemption rule of the Housing for Older Persons Act (HOPA), and this is outlined in our signage, marketing materials, real estate listings and our governing documents, we acknowledge an area of opportunity to ensure that this restriction was fully understood and comprehended by Mr. ***** during the marketing and sales process.

  We have provided Mr.***** with a resolution that he has accepted. We hope this resolution brings closure to the matter and wish Mr. ***** all the best in finding the right home for his future.

  Customer Answer

  Date: 06/23/2025

  Hi, 

  Sorry, I forgot to respond. Yeah, they business did respond and have agreed to process my refund. However, they have a long refund processing process and I have still not received it. I was looking to update this complaint once I receive my refund. 

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Toll Brothers Customer Care,We are writing to formally express our deep concern and disappointment regarding the defective hardwood flooring installed in our home, which we moved into in July 2024.We selected Level 2 hardwood flooring from your design studio and paid approximately $13,000 for it. Within just a few months of moving in, the flooring began to show significant cracking. In response, we submitted a service ticket to report the issue. A technician inspected the floor and identified approximately 55 wooden planks as damaged and in need of replacement due to product defects.However, to our surprise, we received an email shortly after the inspection stating that this type of damage is considered natural and therefore not covered under warranty. This is unacceptable. A high-quality hardwood floor should not crack so extensively within 10 months of installation, especially in a brand-new ******* further understand the issue, we visited multiple homes in our neighborhood, many of which also have hardwood floors both the same and different types. We observed that homes with other wood types are not experiencing similar issues. This leads us to believe the specific hardwood product installed in our home is of inferior quality and should not have been approved for use in your design ************* in a new Toll Brothers home with visibly cracked and deteriorating floors is incredibly disheartening. We made a significant financial investment and trusted Toll Brothers to deliver high-quality materials and craftsmanship.We are requesting that all 55 damaged planks be replaced at no cost to us as a matter of quality assurance and customer satisfaction. We urge you to reconsider your stance on this issue and take prompt corrective action.Please let us know how and when this issue will be resolved. We sincerely hope to avoid the need to escalate this further.Thank you for your attention and understanding.

  Business Response

  Date: 05/22/2025

  Thank you for bringing your concerns to our attention regarding the hardwood flooring in your home. We appreciate the opportunity to respond and provide clarification regarding the findings and our position on this matter.

  Upon receiving your service request, our team promptly arranged for a qualified technician to inspect the hardwood flooring installed in your home. Following a thorough assessment, the technician concluded that the observed cracking is consistent with the natural characteristics of hardwood flooring including normal expansion, contraction,and minor surface checks that can occur in response to environmental changes such as temperature fluctuations and humidity levels. These types of changes,while understandably concerning, are not considered product defects and are excluded from coverage under the terms of our warranty.

  We want to emphasize that the flooring product you selected through our design studio is one we stand behind for its quality and durability. Based on the inspection findings and the warranty terms in place, we will not be replacing the planks in question. We remain available should you have any further questions or wish to discuss this matter in more detail.

• Initial Complaint

  Date:05/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am filing this complaint regarding a serious design and construction issue at my newly purchased home from Toll Brothers, its the **********, Home site 80.During our walkthroughs, I discovered that the outdoor ** condenser unit was placed directly in the narrow side yard the only pathway leading to the backyard. As built, the placement makes it nearly impossible for an adult to walk through without turning sideways and squeezing through. It severely compromises basic accessibility and usability of the home.I raised this issue with Toll Brothers before closing, explaining that the current ** location obstructs movement and poses a safety concern. Their team acknowledged that the placement was per "Exhibit" and passed code inspection, but refused to consider any adjustment. I also asked if their contractors could at least pre-extend the necessary wiring and lines so I could move it safely after escrow. They declined.Whats troubling is that the HS80 floor plan uniquely relies on that side path as the only rear yard access. Placing the ** unit there blocks the homeowners ability to reach their own yard a critical flaw in both design and execution. Relocating the unit afterward risks voiding the warranty due to the sensitivity of HV** systems and the need for professional reinstallation.I believe this is a poor and negligent design choice, and I feel Toll Brothers has not offered a fair or practical solution. As a buyer, I should not be forced to choose between losing access to my yard or compromising the integrity and warranty of a major mechanical system.I respectfully ask for BBB's assistance in urging Toll Brothers to revisit this issue and consider a compromise that does not unfairly burden the homeowner.Sincerely, ***** ***

  Business Response

  Date: 05/16/2025

  We are sorry to hear about the home buyers experience with their AC condenser unit and appreciate the opportunity to address their concerns.  We are committed to providing quality service and take all feedback seriously.   Please know we are looking into this matter and we are working directly with the home buyer to resolve it promptly. Please let us know if you need anything else regarding this matter.

• Initial Complaint

  Date:05/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the home buying/building process, Toll Brothers offered a deal on security which included 6 months free monitoring. In the agreement, we were ask to indicate how many cameras we wanted, door bell camera, automation, etc. In parentheses of each selection, the item number for the equipment selected was listed. As a result, we terminated the security services of our previous home because we had set this up. At the time of moving into the new home, we reached out to Toll Brothers to set up our security system and activate services to be told that there was no equipment (cameras) included. We have had two previous security services and each company has included the equipment as a part of the monitoring services. Toll Brothers told us to reach out to Data Smart to purchase cameras for their system. Upon receiving a quote for 4 cameras we were quoted $1805.90. Again, equipment with any other monitoring service we have used has always been included at no cost in the quote.We are filing a complaint siting deceptive business practices on the part of Toll Brothers. We did notify them of our dissatisfaction and disappointment requesting that the contract be terminated. They refused. We are seeking immediate termination of the monitoring agreement due to the deceptive nature of the contract and it does not fulfill the provision or service that we were led to believe.

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to ****** Guesss concerns and regret any confusion or frustration they experienced regarding their homes security system and associated services.
  During the homebuilding process,homeowners have the opportunity to select various home technology features through our low-voltage design partner, which are reviewed and approved by the homeowner during their design appointment and finalized on a signed selection sheet.
  
  In this case, the homeowner met with our low-voltage partner on July 5, 2024, and selected an alarm system package that included six months of complimentary central station monitoring.
  This package was clearly marked as a stand-alone alarm system and did not include any video surveillance hardware (e.g., cameras or doorbell cameras). The alarm monitoring agreement was signed on September 26, 2024.
  
  We understand the homeowners concern, particularly if they have previously had experiences with providers where hardware was bundled into the monitoring service. However, our process
  requires hardware to be purchased separately. At no point was video hardware included in the selections made by the homeowner.
  
  Regarding the quoted cost of $1,805.90 for the installation of four cameras that could be installed after settlement, its important to clarify that this quote was provided by our third-party low voltage partnernot Toll Brothers.
  
  We recognize the homeowners dissatisfaction and we remain committed to transparency and customer satisfaction. The customer did receive an alarm system installed at no charge,contingent upon their agreement to activate monitoring services, which they acknowledged in writing.
  
  We regret any miscommunication and are available to assist with additional questions or provide documentation to further clarify the selections and services agreed upon. While we are unable to terminate the monitoring agreement based on this misunderstanding, we remain willing to work with the homeowner to explore alternative solutions for their needs moving forward.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deeply regret purchasing a home from Toll Brothers. What was promised as a high-quality investment turned out to be one of the biggest mistakes Ive ever made. Despite the premium price I paid, the construction quality is shockingly poorwithin a short time, I discovered serious issues, including a leak that should be clearly covered under warranty.Unfortunately, their customer service has been nothing short of appalling. I reached out multiple times, only to be met with rudeness, evasion, and a complete lack of responsibility. Rather than honoring the warranty, their teamincluding ******** *****, who oversees my casehas gone out of their way to avoid accountability. The representatives I spoke with were unhelpful and even disrespectful, acting as if they were doing me a favor just by listening.For a company that markets itself as a luxury homebuilder, Toll Brothers has failed on every level. I do not recommend them to anyone. Save yourself the frustration, money, and heartache. What they sell is an image, not reality.

  Business Response

  Date: 04/29/2025

  Thank you for sharing your experience with Toll Brothers.  We are sorry to hear about your leak and that you have concerns with your purchase.  The local team confirmed that you closed on a model home in the ********** community in November 2023.  A leak was discovered while you were having a pool installed in your backyard after closing.  The team provided you with the contact information for a landscaping vendor to assist you with the leak. However, since model homes are sold as is, as documented in the contract, there is no warranty coverage provided by Toll Brothers.  Any repairs are the responsibility of the homeowner. 

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new home from Toll Brothers and moved in around November 2024. Since day one, the **** system (Carrier brand) installed in the master bedroom has been producing a high-pitched, persistent noise whenever it is running. This noise is loud enough to disrupt my sleep and is causing ongoing stress and potential health concerns.I reported this issue through the Toll Brothers warranty team, and while both the warranty representatives and Carrier technicians have inspected the unit multiple times, there is still no resolution. The noise continues daily, and Ive received no clear timeline or plan to permanently fix it.This experience is extremely frustrating. I expected better quality and support from a builder like Toll Brothers. I am seeking a full and permanent resolution to this **** issue as soon as possible. The ongoing noise problem is unacceptable in a newly constructed home and is negatively affecting my well-being.

  Business Response

  Date: 04/14/2025

  Thank you for sharing your experience with Toll Brothers. We are sorry to hear of your issue with your **** system.  Toll Brothers is working with the manufacturer and a vendor,Signal Heating, to investigate the issue.  Signal Heating conducted freon-level testing, as recommended by the manufacturer. The results confirmed that the issue is not related to refrigerant levels or charge.
  At this time, the findings indicate that the issue is likely software-related within the **** units. The manufacturer is currently investigating the matter further to determine the appropriate course of action. We are awaiting their guidance on the next steps and will be in touch as soon as we hear from them.