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 fromAlexis M
Date: 01/02/2024
1 starThe contract for a property located in ******* ***** has been plagued with multiple inconsistencies, which have caused confusion and jeopardized the integrity of the agreement. Upon our initial review of the document, my wife and I noticed discrepancies in the incentives stated in the contract. The contract listed a reduction of $75 off, whereas the agreed-upon incentive was $75,000 or $75K. The sales agent stated she “forgot the 'K” but advised she would "edit prior to signing if it made us feel better." The verbiage concerning the homesite premium deposit for VA homebuyers remains inaccurate. The sales agent stated she “wrote it into the contract herself” and would try to revise it so it would read clearer. At the time of our signing, the verbiage used still indicated a lesser deposit was required than what was requested.
During the structural meeting with the sales agent, they specified lower cabinets were included, only to discover that the actual offering was different from what was conveyed. The area and sales managers have shown an unwillingness to resolve these issues, resorting to intimidation tactics and leveraging incentives against us.
The viewing of different floor plans for our home and the unavailability of pricing for essential features like cabinetry, insulated walls, and electrical options during design and structural meetings have left us uncertain and dissatisfied with the process. We anticipated a professional and seamless process but have instead encountered behaviors that do not reflect the luxury image associated with Toll Brothers.
We implore the corporate office to thoroughly investigate these matters and take decisive action to address these issues promptly. As responsible buyers, we have shown flexibility and understanding throughout this process. Still, we cannot continue to overlook these substantial discrepancies and unprofessional conduct demonstrated by sales agents Saeedeh S******, Lauren B********, and area manager Julia N***.Toll Brothers, Incorporated
Date: 02/09/2024
We appreciate you taking the time to share your review of Toll Brothers. We are sorry to hear about your concerns with the Toll Brothers home-buying process. We understand the local team and Area Sales Manager have addressed your concerns, and we stand behind their responses. Should you have any further concerns, please contact your community team directly.Review fromDebra B
Date: 12/19/2023
2 starsHave lived in fourteen homes and never had more water problems than in our three year new home built by Toll Brothers! Water in first floor a month after moving in, problems with toilets, more water and mold issues and now a bad roof- leaking water in!
Of course, no warranty!Toll Brothers, Incorporated
Date: 02/02/2024
We thank Ms. B********* for sharing her experience with Toll Brothers. We are sorry to hear about her water problems. We strive to provide an exceptional customer experience. Since these water problems are not listed in the Toll Brothers Home Care Portal, our Customer Care Manager left a message with Nikolas, who is listed on their account, to discuss these problems. Ms. B********* or Nikolas can contact their Customer Care Team at their earliest convenience to discuss.Review fromHeide F
Date: 12/16/2023
1 starI built a 1.2M home with Toll Brothers and have never had a functional dishwasher. We have been in our home for 6 weeks. It has been a nightmare dealing with Toll and Jennaire. I have spent countless hours trying to get a functional dishwasher and no one at Toll cares. They take your money, deliver a sub standard product and run. DO NOT BUY WITH TOLL.Toll Brothers, Incorporated
Date: 01/26/2024
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustration with your dishwasher. The Area Production Manager confirmed that your original dishwasher was defective and a new one was ordered immediately. It was installed on December 16, 2023. Should you have any further questions, please reach out to your Customer Care Team directly.Review fromJene L
Date: 11/30/2023
1 starToll Brothers is the worst builder I have had to work with it’s not just their horrible customer service but the quality of work. We bought a house in July 2022. There were several items that were not completed. The superintendent Andrew and closing rep (don’t remember her name) assured us it will get addressed and in 30 days the closing rep would follow up. Items were not fixed fast forward to November 2023. These items and then some are still not fixed and it’s not for a lack of trying. I have called, text and emailed and everyone keeps passing me off to someone else. No one will except responsibility that the ball has been dropped. I was given a new rep Mirabel who has been the worst customer service rep I’ve ever experienced in my life. She makes appointments without calling to check your availability she doesn’t answer her phone. When you give her specific times and dates she just does whatever she wants. Her supervisor Robb is just as horrible. He has no integrity. He is really good with his words but he never follows through. He has been involved for almost 3 months and still no resolution. I have worked with Pulte, Meritage, Lennar, David Weekly, Land Sea, Gehan, and DR Horton (all builders) and Toll Brothers (no competition) is the worst builder I have dealt with. I will never buy another Toll Brothers home and I will be sure to share my experience with anyone who will listen. I have been advised to file a complaint with the ROC and that is exactly what I will be doing.Toll Brothers, Incorporated
Date: 01/03/2024
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustration with our service request follow-up and we apologize for the delay in our response. Our Customer Care Team reviewed your open items and provided you with a schedule of the repairs which started on December 27, 2023, and will continue through this week. Should you have any further questions, please reach out to your Customer Care Team directly. Thank you.Review fromLeslie L
Date: 11/29/2023
1 starUgh, Toll Brothers hired Associa Gulf Coast to manage the Solstice development HOA. Having an issue getting approved for artificial grass placement, I complained to Toll Brothers. The Toll Brothers National Community Association Director got involved. Ugh again. Having at least four emails and or verbal communication episodes, Associa Gulf Coast Management has not given me any firm direction and requirements of artificial grass install. The criteria and/or quality of the install has continually changed-per email documentation. It actually appears Toll Brothers/Associa want an engineering study completed and presented to them with various options.
There is now even discussion of a backyard step paver placement.
Criteria for the fence placement has changed. Of course, nothing in the bylaws.
I am going to have to hire an attorney to get an answer.
One really has to evaluate if a very strict, enept Toll Brothers Associa HOA is worth the mental and time effort stress.
Talk about “open air prisons,” I think I unknowingly bought into one with Toll Brothers Solstice Venice, Fl. Next, they are going to tell me what to wear.Toll Brothers, Incorporated
Date: 12/20/2023
We thank Ms. Lindberg for sharing her experience with Toll Brothers. When Ms. Lindberg contacted Toll Brothers, we tried to assist but her issues are really with her community association. Ms. Lindberg is now dealing directly with her community association.Leslie L
Date: 12/21/2023
Ugh, I have yet to receive approval or answers from anyone. All the Bylines basically say is to submit a LCR/ACR for EVERYTHING. And I literally mean everything. I have not submitted Florida Law “Request to Access Association Records.” I have to ask, how can Toll Brothers refuse all LCR/ACR when noting is documented. And, they refuse to answer questions.
Don’t believe their above comment. They are side stepping the issue. Yes, my statement of an open air prison is correct. I was even asked what I was going to do or how I was going to use my backyard. There are laws for Residential Use. Im not sure Toll Brothers has even read their own Bylaws.Review fromSusan B
Date: 11/28/2023
1 starI cannot lament enough! This February 2024 will be 2 years since we've been in our NOT FORVER HOME AFTERALL! Disappointed on so many levels to say the least. Toll Brothers pretends to care about their product and the buyers of their homes, but the fixes they provide take months to complete... these "fixes" are just Band-Aids to get us through the "Warranty Phase" so they can CYA. We have ongoing electrical issues that they claim to have fixed. We uneven floors & walls, cabinets with cracks, unfinished underneath and not to mention the NOTICABLE Cabinet risers that have gaps where that riser should meet the celling, we paid an extra $7K for this crap job. Loose floor boards that literally became loose minute's after they claimed to have "fixed" them. We thought we were getting Luxury, boy were we deceived! Oh, we also upgraded the faucets in our bathrooms and those were crap they're constantly becoming loose or should I say they're broke. YES, TB you have all of this on record and claimed to have made these issues right but you know deep down that's a LIE!Review fromMary A
Date: 11/26/2023
1 starQuality control has noticeably declined dramatically over the last few years. Claims against the Arizona ROC have increased. The glass door panel in my master bathroom shower exploded in the middle of the night. The house is only 17 months old. I was given the run around and Toll Brothers had refused to cover the damages. I don't know what changed, but back in the day they were admired by their peers and we were happy with their homes. They blamed COVID, sub-par quality work and materials and difficulties in retaining high caliber employees.Toll Brothers, Incorporated
Date: 12/13/2023
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your concerns with quality control. We strive to provide an exceptional experience for our customers. The ROC inspection determined that the tempered shower glass did what it was supposed to do when there is a point of impact. This is considered a homeowner issue. However, our Customer Care Representative provided you with some quotes from the installer to help with the replacement process. Should you have any other concerns, please reach out to your Customer Care Representative directly.Review fromKrysten H.
Date: 10/30/2023
1 starIf I could give zero stars I would. As a Realtor, Toll Brothers is the worst builder I have ever worked with. Their interest is 100% themselves without any care in the world for their consumers. They have greedy sales tactics with zero empathy to buyers and have declined in quality for years. I will steer clients away from this builder for the rest of my career.Toll Brothers, Incorporated
Date: 11/10/2023
Thank you for taking the time to share your concern with us. We are sorry to hear about your concerns with our sales process. After reviewing the agreement we determined that we performed according to the agreement that was executed by both parties. Rather than placing the customer in default, we worked with them on a solution that would be beneficial for all involved, and have agreed to transfer the deposit monies to another home in the community that they can qualify for. We feel this is a fair solution for all involved. Please contact the Sales Team with any other questions.Krysten H.
Date: 01/24/2024
They were FORCED to go to another home in your community or they would lose almost 90K. Most every builder in the metroplex would have just taken the earnest money + design studio deposit, (which was around 30K) which my clients were okay with losing. But instead, you drained them even harder when your company took almost 2 years to build the home and rates ended up tripling. Therefore, causing my clients to no longer qualify. I understand the contract but the lack of empathy for consumers and extensive greed is what will deter me from sending clients to Toll. I appreciate your response but my clients are still very much in shock and not happy.Review fromEvan W
Date: 10/19/2023
1 starThis was a truly frustrating experience. After paying the security fee and application fee, my phone number was blocked by the leasing office and management office. Each time I called management/leasing office an agent answered but promptly hung up. Upon redialing, the call was transferred to a central office that provided no assistance. Despite inquiring, they claimed ignorance of the situation .But my friend use her phone to call, phone entered, she promised that she would notify Jonathan and contact me in 15 minutes, but an hour passed with no call back from either of them. My phone still blocked……
How ridiculous……Toll Brothers, Incorporated
Date: 11/11/2023
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustrations with your experience. We strive to provide an exceptional experience for our customers. Our property manager confirmed that the applicant did not qualify on their own so the fees were refunded. Our office phones cannot block any numbers. Should you have any further questions, please contact the leasing office directly. Thank you.Review fromErick C
Date: 10/15/2023
1 starNot worth the price. They don’t pay attention to detail. You’ll have to be calling them the entire year for warranty repairs and they take for ever to schedule you and get urgent things repaired.Toll Brothers, Incorporated
Date: 11/09/2023
Thank you for sharing your review of Toll Brothers. We are sorry to hear about your frustrations with our warranty follow-up. Customer satisfaction is a top priority for Toll Brothers. The Area Production Manager has confirmed that there were some issues with construction but those issues have been addressed. The Production Team is currently working on your 11-month items and you have not expressed any concerns. Should you have any further concerns, please reach out to your Production Team directly. Thank you.
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