Business Profile
Real Estate Development
Toll Brothers, IncorporatedHeadquarters
Reviews
This profile includes reviews for Toll Brothers, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.09/5 stars
Average of 98 Customer Reviews
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Review fromMichael H
Date: 03/29/2024
1 starSTAY AWAY!!!
We had an incredibly disappointing experience with Toll Brothers, and I feel compelled to share my frustrations. First and foremost, their warranty work is an absolute joke. It's merely a “courtesy”, and it's evident that they have no intention of standing behind their products or services. To make matters worse, Todd, our project manager, displayed gross incompetence and unprofessional behavior. He should be promptly fired for neglecting his duties and for his disrespectful treatment of my husband. It's clear that Toll Brothers desperately needs someone with a backbone who can effectively manage their contractors and ensure that we, the homeowners, are treated with respect. What baffles me the most is that Todd claims it's not his job to verify if contractors have the correct materials or sizes before showing up. So, whose responsibility is it then? Why are we dealing with someone who refuses to take ownership of their role? Furthermore, despite raising concerns previously, nothing has improved. Contractors, like the window guy and so many more, continue to show up late without any regard for our time or schedule. It's beyond ridiculous. We've wasted countless hours waiting for no-show contractors, resulting in lost income for our company. Additionally, we've had to replace tires and this has just added stress and inconvenience caused by Toll Brothers' incompetence. We demand answers from Toll Brothers on how they plan to rectify these issues and reimburse us for our losses. The last thing we need is to be dragged into this mess. The process of building the house and working with the office representatives was great and we were very happy up until the point we signed the closing papers. Since that day this entire experience has been nothing short of a nightmare and we have been treated like chopped liver, and I strongly advise others to think twice before doing business with Toll Brothers.Toll Brothers, Incorporated
Date: 04/10/2024
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your concerns with our warranty work. Customer satisfaction is a top priority for Toll Brothers. Our Area Production Manager confirmed that he and our VP of Production & Quality spoke with you last week. They have received your items and will be reaching out to you today to schedule a time to perform the inspection. Contact your Production Team with any other concerns.Review fromPeter853657197
Date: 03/20/2024
1 starWe built a home with Toll Brothers and it took 8 month longer than promised.
They claim that this is a "luxury" home builder. They are anything but.
Over the past two-plus years, we have experienced consistent frustration and disappointment due to the lack of empathy, care, and follow-through from your representatives. Despite numerous promises to address various issues with our home, we have encountered continual delays, unfulfilled appointments, and a general lack of accountability.
One of the most recent examples of this ongoing issue occurred just this week. We had an appointment scheduled for Monday morning, which, unfortunately, resulted in a no-show. Which this has happened more than 40 times. Despite reaching out to our current customer service representative, Maribel, my wife did not receive a response. To add to our frustration, yesterday afternoon, I received an email stating that the repair had been completed, despite no work being done. This level of incompetence and disregard for our time and concerns is unacceptable and cannot continue.
We have reached a point where we can no longer tolerate the inconsistency and unreliability of trades not showing up for appointments and the lack of responsiveness from our assigned representative. As such, we are cancelling all future repair appointments.
What a horrible company. No one should do business with them.Review fromTaylor P
Date: 03/16/2024
1 starI agreed to a contract for a condo with Toll Brothers in 2/2024 at their Park 108 community. I voided the contract during the seven-day period stated in the contract and required by GA law for new condos. I have attempted to get in touch with Toll Brothers on numerous occasions to get my earnest deposit back and complete whatever paperwork they would need to complete to finish the process. After multiple follow ups, they stated their lawyers needed to draft up a termination agreement and that I would receive my deposit back.
Since then, silence. Toll Brothers has not been communicative getting the termination paperwork completed and has been holding onto my deposit despite many attempts to contact the company to move this process forward. This has been really frustrating and I am considering legal action to move this forward.Toll Brothers, Incorporated
Date: 03/20/2024
Thank you for sharing your review of Toll Brothers. We apologize for the delay in receiving your deposit. Our legal team has completed the termination paperwork and your Sales Consultant has forwarded it to you via Docu-sign. This process triggers the return of your deposit. Should you have any further questions, please reach out to your Sales Consultant directly. Thank you.Review fromrobert M
Date: 02/21/2024
1 starI Purchase a Toll Bros home in Reno. At first, I thought the home was reasonably built. But after being in the home for several months I must report the following:
Tile floors on the upper floor are coming loose across the floor area. This in my opinion and an expert on tile floor's opinion is due to poor workmanship and Toll Bros materials used in my house. Also, while they were building the home during cold winter days, the carpenters, painters and drywall installers ran the heaters. Un beknown to me this construction work with the heaters on, coated the HVAC duct work and parts with paint, sheetrock, wood dust and other contaminates. My family was having respiratory issues in the house when we used the heater, then I found out that the ducts were coated with this contamination, I requested Toll Brothers clean the ducts of the debris and contamination from the duct work. I made the request through Toll Bros HOMECARE portal. They denied the request saying it was a homeowner maintenance issue. I then had the ducts cleaned ($1,400) and then presented the bill to the Toll Bros customer care manager Irene E*******, who once again denied my request and then threatened that i may have voided the warranty for the furnace by having it cleaned and removing the dry paint and other contaminates. Instead of performing customer care I received a threat from Toll Brothers customer care. Remember if you need customer care from Toll Bros that they may try to intimate you and bully you just as i feel Irene Elicero has done to me and my family. Luxury builder?? I would say not.Toll Brothers, Incorporated
Date: 02/29/2024
We thank Mr. M***** for sharing his experience with Toll Brothers. We are sorry to hear of his issues with his tile flooring and HVAC ductwork. Our VP of Production & Quality confirmed that several experts, including a structural engineer, have inspected his tile flooring and Toll Brothers has proposed a repair to Mr. M***** based on those inspections. If Mr. M***** would like to move forward with the proposed repair, he should contact the Customer Care Representative with some available dates.
Regarding the HVAC ductwork issue, the photos and video that Mr. M***** provided show normal dust buildup in the HVAC return. There was no evidence found during the Customer Care Representative’s inspection that construction debris was present in the system therefore the reimbursement was denied. Routine homeowner maintenance will help alleviate issues like a clogged filter
Should Mr. M***** have any other issues, he can contact the Customer Care Representative directly.Review fromHuiying Z
Date: 02/16/2024
1 starHorribly built with bad customer service, either from the builder or just my customer support, Angelina Prophett. I have no idea.
The dryer has had issues since moving in and it is still not fixed.
I was provided with a $500 microwave in the unit instead of the $3500 one that I paid for. The 220V electrical circuit needed for it is not in place. I received a quote of $35000 to fix that electrical circuit.
It has been almost three years since I moved in, and nothing has been resolved. I will not be purchasing anything from Toll in my lifetime.Toll Brothers, Incorporated
Date: 02/24/2024
Thank you for sharing your concerns through the Better Business Bureau. We genuinely value your feedback and are committed to resolving any issues you have encountered. As discussed during our call on February 22, 2024, your dryer and dishwasher are beyond the Toll Brothers Limited Warranty scope but may be covered under the manufacturer’s warranty. We are still moving forward with replacing your microwave, and as soon as our trade partner confirms their availability, we will contact you to schedule an appointment.
Please accept our sincere apologies for any inconvenience or frustration these issues may have caused you.Review fromAsmitha V
Date: 01/30/2024
1 starWe brought the house in Oct 2022. One month warranty items have not been fixed and 1 year warranty items have not been addressed. We have encountered challenges with Toll Brothers' customer service since our move-in. Unfortunately, we have not experienced the level of customer service we expected, considering Toll's use of its brand to attract customers. The disparity between the brand promise and the actual service received has been notable.
In light of this, we are hopeful that this time, during the 1-Year Walk-In and addressing other issues, we will receive exceptional customer service. We take the matter of customer service very seriously this time, and we anticipate a positive and attentive experience.
I have been informed that during the first year, all concerns should be directed to Toll Brothers. However, no assistance has been provided within the stipulated time, leaving me with unresolved issues.
I had anticipated that Toll Brothers Customer Representatives would address all issues within the initial one-year period, but regrettably, no one has responded to my service requests.
To the Management Team, I kindly request the assignment of a dedicated individual who prioritizes customer issues and actively listens to their concerns.
I urge you to assign someone who genuinely cares about Toll Brothers customers.
I appreciate your prompt attention to this matter, and I expect that there will be no exceptions in addressing these concerns.Toll Brothers, Incorporated
Date: 03/04/2024
Thank you for sharing your review of Toll Brothers. We are sorry to hear of your frustrations with the warranty process and we apologize for the delayed response. The Customer Care Manager confirmed that your Customer Care Representative contacted you to discuss scheduling the repairs and will continue to work with you to address any open items. Should you have any further concerns please contact your Customer Care Team directly. Thank you.Review fromKevin K.
Date: 01/27/2024
1 starBefore you choose a Toll Brothers home, connect with a homebuyer who can share some things to know before you do. Company has become too big and the customer service is not personable. The goal appears to be quantity over quality.Toll Brothers, Incorporated
Date: 02/08/2024
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your concerns with our customer service. Customer satisfaction is a top priority for Toll Brothers. The community team confirmed that you have some warranty items and they are working with your schedule to get them addressed. The Customer Care Manager will contact you to help expedite your remaining warranty items.Review fromHarriet A
Date: 01/26/2024
1 starToll Brothers manages the Notion apartments in Decatur, Georgia where I currently live. They are the worst and most fascist management company I have ever had the displeasure of dealing with.
The first thing they tried to regulate was the wearing of hair coverings/hair bonnets.
Then they tow your car even if you have your parking tag/sticker hanging on your rearview mirror. It apparently has to be specifically stuck on the driver side windshield.
Their buildings are also subpar. The fire alarms go off atleast once a month for the whole night.Toll Brothers, Incorporated
Date: 02/02/2024
Thank you for taking the time to share your experience at Notion. We are sorry to hear about your frustrations with the recent fire alarms and the parking garage. The property manager at Notion indicated that they have met with you to review the community policies. If you should have any additional concerns, we encourage you to continue corresponding with Notion’s property management directly.Review fromHamid J
Date: 01/24/2024
1 starPoor building materials, Poor building quality and horrible workmanship. We all have our Chimneys leaking and my neighbors get basement flooded event in Light rains. We are so regretting buying a house here and then the HOA keeps increasing every Year. They State Government should take action and stop the HOA or get us money refunded for repairsToll Brothers, Incorporated
Date: 02/05/2024
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your concerns with building quality and the HOA. The local Customer Care Director will call you to discuss your concerns directly.Review fromPhilip L
Date: 01/18/2024
1 starThe worse company to deal with. When we were searching for a home we came across Toll Brothers. We needed to buy a house in a hurry because our other house was under contract. We find a Toll Brothers house that was ok, the sales person told us the house was XXXX square feet. Well come to find out it is 88 square feet smaller than what they told us it was. I have contact Toll Brothers many time, I have only had one call back and that person said he would look into it. It has been 2.5 weeks since that call.Toll Brothers, Incorporated
Date: 02/13/2024
We appreciate you taking the time to share your review of Toll Brothers. We are sorry to hear about your concerns with the square footage of your home. We understand the Area Sales Manager contacted you and explained the square footage calculation. Should you have any further concerns, please contact your community team directly.Philip L
Date: 03/05/2024
I am still waiting for your area sales manager to call me back. I haven’t heard a word from Toll Brothers since Jan 2nd. The only thing that has been said is that the sales people don’t have accurate information.
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