Reviews

This profile includes reviews 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

  1140 Virginia Dr Ft Washington, PA 19034-3204

  
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  Toll Brothers, Inc.

  10800 Sikes PL STE 100 Charlotte, NC 28277-8135

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  Toll Brothers, Incorporated

  916 Wandering Way Dr Waxhaw, NC 28173-8071

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  Toll Brothers, Incorporated

  53 Church Hill Rd Newtown, CT 06470-1614

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  Toll Brothers

  160 Cape May Ave Ponte Vedra, FL 32081-4418

Review Details

• Review fromVenugopal A.

  Date: 11/19/2022

  1 star
  My overall experience is 1 star. You are definitely going to get a house which is definitely not up to the standards of the name as they advertise, luxury homes builders. Your home will be built to pass the town inspections so that you will get certificate of occupancy. But, when you request something to be taken care, you will be denied either by saying not a warranty item or you would be notified that it’s up to the Toll Brothers standards of performance, no further action will be taken.
  And these always try to cheer to customers .
  This is my first house I was so exited but I’m really upset because of the construction quality and throughout the process .
  Advice :Buyers don’t go with the brand name and careful before you sign.

  Toll Brothers, Incorporated

  Date: 12/06/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear of your concerns with our warranty follow up. Customer satisfaction is a top priority and we strive to provide an extraordinary experience. The local team has confirmed that they completed your warranty requests submitted in August 2022. The additional items submitted in November 2022 were not deemed warrantable with the reasons provided. The local team will continue to address any emergency warrantable items submitted through the mytollhome.com portal between now and your 11-month warranty review. Then, in May 2023, your Customer Care Coordinator will reach out to discuss your 11-month warranty review. Please continue to work with your local team regarding any concerns. Thank you.

• Review fromAnn C

  Date: 11/13/2022

  5 stars
  A long, 3-year story, short version.
  2020
  January: We put our names on a "VIP" list with Canvas Townhomes, now a TB project in Greenville, SC.
  2021
  February: TB begins accepting funds for lot reservations and we are among the very first.
  2022
  June: We put down a $30,000, non-refundable deposit, upon signing a TB contract.
  July 1: What was to be a routine 15-minute surgery for me turned into 5-hours with the surprise removal of 2 papillary carcinomas.
  July 8: A follow-up scan showed additional images of concern requiring "watching."
  October: Based on these circumstances and the prognosis of a long recovery, we asked TB to consider refunding our $30,00 deposit. I offered to provide medical documentation for their verification.
  November: I sent 2 emails to Douglas Y******, a TB CEO, and received responses from Nocole B****, Area Sales Manager, Greenville & Myrtle Beach, both stating that TB would be keeping our $30,000 as stipulated in their contract.
  The decision, on our part, not to continue with the building process with TB, now in the framing stage with a projected completion of April 2023, has not been arbitrary or capricious. I cannot, physically, do a move, as a result of my cancer surgery. We should have considered, 3 years ago, that a lifetime of previously excellent health, might not survive the completion of our townhome. We are now 72 and 79 respectively.
  According to the review and complaint resolutions on the BBB site, TB enjoys an A+ Rating because they are a stand-up company. We are asking them again, please, to reconsider our circumstances and refund our deposit of $30,000.
  PS: The 5-star rating is based on the prompt communications I have received from TB.

  Toll Brothers, Incorporated

  Date: 12/01/2022

  Thank you for sharing your review of Toll Brothers. We are sorry that your current circumstances prevent you from being able to relocate. Customer satisfaction is a top priority and we strive to provide an extraordinary experience. Please know we have considered your situation carefully. The local sales team confirmed that you requested to cancel your contract on October 14, 2022. At that time, you stated that your attorney reviewed your contract and you acknowledged that you were not entitled to get your escrow deposit back if you cancelled your contract. Then on October 20, 2022, you signed the release which reinforced that Toll Brothers would retain the escrow deposit. Thank you again for your inquiry.

• Review fromBruce K

  Date: 11/08/2022

  1 star
  We closed on our home last week (Nov. 22) 10805 Seawall Drive Austin
  Besides the poor craftsmanship (cabinets doors scratched and dented, cabinet handles visible crooked, floor molding, crooked/missing & poorly painted, tile work crooked, grout missing and messy, damaged sliding door, broken window, gouge in counter top, cracked cement pathway and driveway,
  1- all shower heads are 72-74" from the ground. 80 -84 is standard.
  2-we paid an upgrade for eyeball lights. None were installed.
  3-while i understand appliances are on backorder we were never told our wolf appliances were on backorder. We noticed on the walk through.
  4-a cabinet was put in the wrong room (this has been corrected)
  5-crooked walls
  The amount of errors is ASTOUNDING as well as the lack of supervision by Toll.
  I've put in 15+ claim tickets for our guarantee which is moving at a snail's pace.
  the amount and time and effort i have to put it to photography, upload images, followup, etc. had become a full-time job.

• Review fromBarbara M.

  Date: 11/07/2022

  2 stars
  I closed escrow in May 2018 on a new Toll Brothers home (formerly Coleman Homes) in Eagle, Idaho and my family was beyond excited in love with the home and community. As with any new home, minor repairs were addressed during the first year and I was Toll’s biggest cheerleader. Fast forward to 6/18/21 a water leak occurred in the kitchen. Fortunately detected & water turned off limiting damage. If not, could have lost all of the downstairs flooring, kitchen cabinets and furnishings. A plumber cut several holes in the ceiling, determined hot water (pex) line from a rarely used second story bath failed. It was damaged during the construction process by an electrician's drill to run wire. State Farm was prompt in processing the claim and paid for all repairs after my deductible. The plumber’s video and damaged pex line were provided to insurance for discovery process and upon completing their investigation, also concluded Toll Brothers was at fault. State Farm sought reimbursement for twelve long months, but Toll Brothers denied responsibility. In June 2022, State Farm referred the case to a collection litigation firm. I was notified August 11, 2022 the firm was unable to recover from Toll. All builders are responsible for the actions of their sub contractors and it is highly irresponsible of Toll Brothers to ignore this inferior work. Kitchen, pantry, dining room and mud room were all impacted. My family (including an infant) was inconvenienced for two months during the repair process with walls/ceiling torn open, flooring removed, noise from three turbo fans, a dehumidifier, two ducted fans, one negative air and an air scrubber running 24/7 along with various work teams in our home daily. I am out-of-pocket $1310.00 ($310 for the plumber and a $1000 deductible), and State Farm $6,718.02 plus any other expenses incurred in the collection efforts. Sadly after 4 yrs, many neighbors have ongoing issues. A home is likely your largest investment - think twice about Toll.

  Toll Brothers, Incorporated

  Date: 11/17/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear about your water leak. We strive to provide a world-class experience, as customer satisfaction is a top priority. At the time of your claim, it was determined that your home was outside of the warranty period and therefore Toll Brothers will not provide reimbursement for the repair. We understand the leak was covered by your homeowners’ insurance policy and appropriately addressed. Thank you.

• Review fromKim W

  Date: 11/06/2022

  1 star
  BBB
  I am appalled, disgusted, and completely flabbergasted at the lack of care, quality, and poor ethical building practices Toll Brothers exhibits to its new builds. The process has been an absolute disaster on several fronts building a home in Venice Woodlands in Venice, FL.
  1.) The trusses that were installed into our home were absolutely disgusting, covered in mold and dirt, they were already cracked and crumbling after being up for just one day. These trusses were out in the elements for over 6 months uncovered, not raised off the ground, and went through Hurricane Ian. We flagged that these trusses are damaged and not structurally sound since July. Our first construction manager told us that there was no way these could be installed into any home and that they would be replaced. Then a new construction manager was hired (Jamie M****) and we were told that they will not replace the trusses and they will be installed no matter what, even if they were damaged. He told us that this was their procedure. He also said they would need to bring in a mold abatement company to address the black mold on the wood. To me this is absolutely unacceptable for a new build that we are paying well over $635k+ for. I have pictures of the trusses splitting, crumbling, and the metal pieces popping off and sent to upper management for our area. No one will call us back or respond. I honestly don’t even feel safe with the wood breaking above my head and won’t feel safe moving into a home with this above me. In just one day, the wood is cracking, what is it going to do in one month, a year, 10 years?
  Toll Brothers is supposed to be known for quality and craftmanship. No one with the company can explain to me why Toll Brothers feels this is acceptable for a $630k+ new construction? I would hope this isn’t acceptable on behalf of Toll Brothers - because if it is, the community and other future customers need to know that is what they are getting when they sign a contract.

  Toll Brothers, Incorporated

  Date: 11/22/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear you have concerns about our construction process. We strive to provide an extraordinary experience and always stand behind our products. Your satisfaction is very important to us. Our local Division President spoke with you on 11/8/22 and confirmed the next steps including an inspection by a third-party engineer who will determine the correct course of action. Please continue to work with your local Toll Brothers team regarding any other questions about your home. Thank you.

• Review fromRavi R.

  Date: 11/05/2022

  1 star
  Tollbrothers smart security has been billing me when I explicitly opted out of it. I called them and they said they will review it and get back to me. Nobody got back to me. I called again and they said its in review. I'm angry why I have to keep following up with them. I asked to speak to a supervisor but the supervisor is busy. The rep said supervisor will call me. At this point I don't believe them. It's like they are running a scam. With millions of dollars, don't they have cancel button to cancel? They can't even send me an email with the status. The rep has to talk to someone who has access to email. Looks like no one has access to 21st century technology when it comes to canceling their incorrect billing. First of all, why do I have to opt out of something I never wanted in the first place. Why is it my responsibility to run after Toll for them to cancel it. They are just hoping that I will give up and just pay my subscription. This is scummy behavior.

  Toll Brothers, Incorporated

  Date: 11/11/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustrations with the security billing process. Customer satisfaction is a top priority and we strive to provide an exemplary experience for our customers. The account has been cancelled and any open balances were deleted so the issue has been resolved. We apologize for the inconvenience. Please contact your local community team regarding any other issues. Thank you.

• Review fromZach B

  Date: 10/21/2022

  1 star
  Our Toll Brothers experience. Toll brothers and TBM (Toll Brothers Mortgage) are two of the worst companies I have ever worked with. Having built 3 track-style homes previously I decided to go with Toll Brothers on my next home with a reputation for “award-winning luxurious homes”. I was hoping to avoid the standard things you run into with a quick build, low-quality home. Trust me, the home you get is not the quality they show you in the model homes. After being told an estimated build time of 8-12 months that turned into 16 months. And the quality is worse than all the other home builders I've worked with and seen.
  The week before my closing date for the final punch list walk-through, the home was a disaster. Broken windows, completely wrong countertops, missing trim and vents on the exterior, walls and Sheetrock not straight, doors misaligned, baseboards not matching up, garage door paint peeling off, stucco around the entire home cracking and missing control joints and the list goes on. The number of errors and mistakes on the home that I have had to point out throughout the process they should have paid me to be the construction manager. My wife and I had moved out of our current home that same day expecting to move into our new home. Now forced to find other accommodations for the coming weeks as we search out approval from other lenders and live out of our moving truck. After Toll brothers mortgage declined us everyone from the company went silent. We got a very simple email stating to get financed asap and close on the horrible quality, unfinished home or pay us the money from a promissory note they use to try and get around Arizona real estate law. The sales agent all the way up to the VP says they have policies in place so they can't help me. Unfortunately, they don't have the same policies for the quality of homes they build. If you’re looking to build a new home. Do your research like I wish I had and avoid Toll Brothers and Toll Brothers Mortgage.

  Toll Brothers, Incorporated

  Date: 12/01/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear of your concerns with our quality. Customer satisfaction is a top priority and we strive to provide an extraordinary experience. The Area Production Manager met with you on 10/27/22 to review any concerns prior to your closing. Please continue to work with your local community team regarding any concerns. Thank you.

• Review fromNicole

  Date: 10/08/2022

  1 star
  I have bought 3 new houses in my life and each time I think a builder can't get any worse, boy am I wrong. I have bought a KB, Richmond American and now a toll brothers and I can honestly say this house is by far the worst construction. It's sad that this company claims to be a luxury builder and there is nothing luxury about this house. In fact Toll brothers should be embarrassed about the houses they deliver to people. They put the cheapest light fixtures up possible and everything is an upgrade. Your lucky the roof is included in the price. It took them over a year to construct and by the looks of things it looks like they threw the house up in a month. The contractors that they hire take absolutely no pride in their work. A house is someone's biggest investment and shouldn't be your biggest headache. They force you to close prior to items being completed and they claim they will come back and fix them after closing and here we are a month later and yet there is a laundry list of things that need to be fixed. If they did things properly the 1st time then they wouldn't need to come back to fix them. They do a walk thru 2 weeks before closing and I'm not sure why. Not only was it a waste of my time but of everyones time because when we moved in none of it was done. And when I pointed things out the guys response was "Remember this is one thing that is still 100% hand made." My response should have been that doesnt mean quality goes out the window. We upgraded to a mega slider which was over $6,000 and it looks like someone took a box cutter to it while opening it. Why should I be satisfied with paying 6,000 dollars for an upgrade that is anything but perfect? Not to mention their customer service skills are poor from sales to upper management. Funny when you ask questions about the house YOU are purchasing you are either lied to or they just don't get back to you period. Do your self a favor and save yourself a headache by not purchasing a Toll brothers house.

  Toll Brothers, Incorporated

  Date: 10/18/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustrations with the build process. We strive to provide a world-class experience for our customers as customer satisfaction is a top priority. The local customer care team has confirmed that they have met with you and your repairs are scheduled for the week of 10/24/22. Please contact your local customer care team regarding any future issues as they will work with you until your issues are addressed. Thank you.

  Toll Brothers, Incorporated

  Date: 10/18/2022

  Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustrations with the build process. We strive to provide a world-class experience for our customers as customer satisfaction is a top priority. The local customer care team has confirmed that they have met with you and your repairs are scheduled for the week of 10/24/22. Please contact your local customer care team regarding any future issues as they will work with you until your issues are addressed. Thank you.