Toll Brothers, Incorporated

The failure of the wood floor and subsequently the sub floor is unfortunate.  We regret any imposition it has had on the [redacted]. ...

While the failure of the floor was outside of our control, we have taken ownership and are taking the steps to address the issue, install a new floor and restore the home to its original condition.

To whom it may concern,
Mr. and Mrs. [redacted]'s refund check has been issued in the amount agreed to.  Mr. and Mrs. [redacted] picked up the check today and signed their release.
Thank you.

We are purchasing a New Constructed House from Toll Brothers in the Loudoun Valley - The Glen community in A[redacted] VA. The home buying experience has not been to our satisfaction especially the way the designed our media room in the basement.
After the pre-drywall inspection, it was noted that there was a huge bump down of duct work in the media room just before where the screen would be displayed. This causes a problem for the screen size we wanted and not to mention staring at a huge bulkhead coming from the ceiling.
Visiting different builders, looking at different models and making sure reviews were good for builders, we selected Toll Brothers for its builder quality, reviews, and models selections. Initially, we started searching for resale homes earlier this year, after months of searching and finally narrowing it down to building their own house, so we can have everything they were looking for in their dream home. The process from the beginning had been pleasant and after many hours with the Sales Manager picking the lot, the model, detailed specifications of the home, and many questions in between, we chose the Richmond model and drew out the basement exactly how we wanted it.
During the pre drywall inspection, when we noticed and questioned this bulkhead dropping down from the ceiling, it was as if we should have known that was going to be there, but we were completely caught off guard with that. The construction manager noted that they knew it would be there since it was not the first Richmond that was being built, and was surprised that no one, including audio buys, caught this because it is not the first Richmond that was being built. We had drawn out the details of the basement/media room and had asked a ton of questions about details of any blocks coming in media room or any disturbance in media room since this was one of the key requirements for their dream home.
It surprises us that no one caught that detail, not the construction crew, audio buys, or anyone. The construction manager did his best to accommodate us by shaving off 1.5 inches of the height of the bulkhead but that really won't be much help quite frankly. We have already spent over $5,000 on the media room and expected to spend another $10,000 in equipment. But now we will have to live with the structure although it changes the whole aesthetics of the room.
This one detail has really frustrated us and our buying experience with Toll Brothers has taken a different route. I understand not much can happen now with the build process, but I would really like for the Toll Brothers to acknowledge their mistake as this is not the first Richmond model you guys are building and we should have known about this so we would have taken a different approach.

Our Position has not changed in this matter.  Please see prior comments.Thanks, Ryan

My apologies for our miscommunication of our meeting yesterday.  Our team went up to meet with the homeowner but no one was home.  In reviewing our emails it was our mistake as we had not confirmed the appointment.   We are working on rescheduling the appointment for the week of 10/25/16.  In the meantime we will do some research on the requirements of the rear yard retaining walls and will discuss further in person when we are all able to meet and review the staircase. Sincerely,Steve N[redacted]

To whom it may concern,I am the Project Manager for the community where [redacted]'s home is located. I have personally reached out to our Customer Care team to assess the situation and ensure that everything possible is being done to address this homeowners concerns. In speaking to...

our Customer Care team I was informed that several attempts have been made to satisfy [redacted]s requests. All of the outstanding or "open" warranty claims have been addressed, approved by the homeowner, (attached) and closed out, with the exception of two items. The two outstanding requests are in process and the team is doing all that they can to come to a quick and acceptable resolution.  Toll Brothers was named "Most Trusted Builder" by Fortune magazine several years in a row, for several reasons. One of the many reasons that our homeowners trust us so much is that we go to great lengths to provide excellent services throughout the entire build process. Following the closing of a home our Customer Care and Warranty Services team connect with our homeowners and continue to provide the stellar service in which pride ourselves. I have asked the Customer Care team to schedule a meeting with [redacted] so that I can personally confirm that all of his reasonable claims are handled appropriately and to his satisfaction.Sincerely, Tyler J[redacted]Tell us why here...

Dec 16th, 2014
Dear [redacted],This letter serves as a response to the
letter received from Toll Brothers dated Dec 5th 2015 (included in
Appendix A) in relation to complaint no. [redacted] (included in Appendix B) registered
with Revdex.com. My wife and I appreciate Revdex.com’s role in the arbitration process
between Toll and us, the home owner, in regards to our complaint that included multiple
issues and instances resulting in breach of agreement of sale and engaging in
malpractices by Toll Brothers. We appreciate the response from Wendy
K[redacted] but unfortunately it is far from being sufficient in absolving Toll
Brothers from its wrongdoings. Ms. K[redacted] is either not aware of the correct
facts, is being misled by her Dallas office and has shared absolutely no
credible evidence to back her stories. On the other hand she has tried to share
information which is irrelevant and not connected to my complaints and tried to
confuse the issues associated with my complaint. In this letter, we are providing detailed
information supported with evidence on each of the specific issues that Ms.
K[redacted] has addressed in her letter:1. Gutters
Response from Home OwnerMs. K[redacted] has
provided absolutely no evidence to
support her theory about Toll Brothers actually installing 5” gutters in our
house. She has simply made a statement without any facts. On the other hand she
talks about the dream home event special about a 4” round downspout being
installed in our home and provided evidence in the form of a signed exhibit to
support that. My suggestion to her is to read my complaint again and confirm
for herself that my complaint is not about
the front elevation gutters. Or maybe she has thrown this unnecessary information
at us to simply confuse the issue and the people reading about it.Kindly refer to Exhibit A below as
evidence to support the fact that Toll Brothers actually installed 3” gutters as
opposed to 5” as agreed upon between us in the Exhibit for building specifications
signed by Toll (included as Exhibit B below). Please refer to the ‘Exterior’
section of Exhibit B which contains details on Gutters/Downspout size that Toll
must install.
If required I can submit pictures of
each gutter/downspout installed in our home that will confirm the fact that it
is not 5” in size. Also, I can share details of other houses where Toll
installed the 5”/6” gutters/downspouts, but I am sure Toll already has access
to this information.In regards to the gutter/downspout in the
front elevation of the house as brought up by Ms. K[redacted] through her Dream Home
Sales Event Exhibit, I would like to update her that I do not have a round
downspout. The round look was not consistent with the rest of the
gutters/downspouts installed in the house and I had asked Toll to change it to
make it consistent. Kindly refer to Exhibit C below, an email exchange between
Toll and us in regards to the changing of the downspout. Please refer to
Exhibit D below for pictures of the downspout in the front elevation of the
building.  This is a clear example of how
well Ms. K[redacted] is knowledgeable about the construction of my house and what
really went on during the building process.
2. [redacted] Rating of HVAC System / Additional charge for upgraded system
Response from Home OwnerOnce again, Ms. K[redacted] is simply making
a statement in a hope that it will stick and has provided absolutely no facts
or evidence. The simplest way to respond to Ms. K[redacted]’s claim will be to
provide a copy of the AHRI certificates for the two systems that clearly show
that the systems installed by Toll were not indeed 16 seer. Please refer to
exhibit E and F for details of the certificate which prove the fact that Ms.
K[redacted] is stating incorrect facts. This information was obtained from Toll’s
HVAC contractor, [redacted] services and was also corroborated with the HVAC service
record for my house from [redacted]. I must mention here that neither Toll nor [redacted] were
willing to hand over the service record for my house. Kindly
speak with [redacted] from Revdex.com, Dallas about the long ordeal we went
through to procure this service record. We wonder why Toll/[redacted] services was not
forthcoming at all. [redacted] can be reached at [redacted] / [redacted]’s (Toll’s HVAC contractor) service
record for my house can confirm the specs for both the HVAC system and the
AHRI’s certificates above confirm the lesser [redacted] rating for those specs. In
Jun of 2012, when we complained about the cooling on the 2nd floor,
Toll upgraded the system to 3 ton and 16 seer. When I brought the (15.5 seer)
issue of the downstairs HVAC system to [redacted]’s attention, they suggested to
change the coil and make the downstairs system to 16 [redacted] at no cost. I will be
happy to share the email exchange with [redacted] to support the above. Whatever
changes/suggestions Toll/[redacted] may have made after closing, the fact remains that
at the time of closing (Feb 23rd 2012) both the HVAC systems were
not 16 seer. As the specs were less than what we were promised and paid for, this
is tantamount to fraud.Kindly refer to Exhibits G & H
below for exchange of emails between [redacted] and me and letter to Toll Brothers on about
the above issues.
It was also not easy to get the AHRI
certificates from [redacted] as you will see from my email exchange (Exhibit I) below
showing lack of sincerity and the need to hide the details on the part of [redacted].
While Ms. K[redacted] has shared a great
story about the changing [redacted] ratings, it lacks truth and facts. In this part
of my response (to HVAC issue), I will attempt to provide true facts backed by
evidence that Ms. K[redacted] will not be able to refute. When we were in the process of signing
up with Toll Brothers, they were offering 14 [redacted] air conditioning (as pointed
out by Ms. K[redacted] in her letter). The deal we had with Toll Sales Manager was to
upgrade this to 16 [redacted] air conditioning and pay $1500 extra towards this. Once
again, this was towards upgrading the air conditioning (AC) unit only. Kindly
refer to Exhibit J below confirming this fact. Kindly speak with Toll Brothers
Sales Manager – David B[redacted] to confirm this fact. You can reach him at ###-###-#### / [redacted]@tollbrothersinc.com.
Also, for your understanding, let me explain
that this AC seer rating is different from a matched AHRI seer rating for the
HVAC unit as a whole. A matched rating takes AC unit (Condenser), Evaporator
Coil and Furnace specification into consideration and comes up with matched
seer rating with an attempt to make the whole system even more energy
efficient.Taking advantage of home owner’s lack
of knowledge on this subject, Toll decided to go ahead with 13 [redacted] AC units
(not even 14 as per the standard specs) and cover their base by putting the
AHRI rating in front which was not as per our contract. Please refer to
Exhibits E & F above where the AHRI certificates show a 13 seer rating of
the AC (cooling) units. At this point in time, we were not even aware of
anything like this was happening. Our neighbor, who signed with Toll
just two months after us asked for the same AC upgrade from Toll. However, in
his case he was told that the 16 seer HVAC system is being implemented by
default (which was obviously through the AHRI assessment process) and there is
no paid upgrade. Sometime in Nov of 2011 I asked Jay
S[redacted], then Toll Project Manager, details about the HVAC system that they
were installing. That is when I learned about Toll installing a matched system
to get 16 seer rating but the AC unit was still not going to be 16 seer alone.
I then asked Mr. S[redacted] to provide details (model no. Manufacturer, etc.) of
the standard 14 seer that they typically provide and the upgraded 16 seer that
I was paying for. This is the time I learned what Toll was doing and I
questioned Jay as to why I was paying the $1500 for the upgrade to 16 seer.
Kindly refer to Exhibit K below providing details of my above communication
with Mr. S[redacted].
I then checked with my neighbor, who
was also building with Toll at that time and he confirmed that there is no 16
seer upgrade and it was standard specs for Toll and he was not paying anything
extra for the matched 16 seer system. This is when we felt completely cheated
and defrauded by Toll Brothers and we expressed our disappointment and
unhappiness with Mr. S[redacted], who admitted the issue and agreed to return our
money taken for the upgrade. His exact words to me were ‘I just want to do the
right thing’. Please feel free to speak with Jay S[redacted] at [redacted] / [redacted]@tollbrothersinc.com . I will be happy to provide contacts details of my
neighbor if required.To summarize, Toll Brothers did not install 16 seer AC
units, they did not even install AHRI matched 16 seer HVAC systems as a whole at
the time of closing and they definitely did not install 14 seer AC units as
listed in their standard specification. On the other hand, they tried to charge
us extra for which we were getting nothing more in return. By saying that when
the code requirements were changed to 16 seer, Toll Brothers provided a credit
for the upgrade, Ms. K[redacted] has put things in a very simplistic manner and chose not to share the experience of
uncovering Toll’s deceit and the struggle we went through to make it happen.3. Chimney
Response from Home OwnerI have personally spoken about this issue with Ms. K[redacted]
earlier over phone and I am sure she understands very well the problem I
reported. However, for the record, let me rephrase my complaint so that Ms.
K[redacted] can respond to it correctly and Revdex.com can understand better. The brick
enclosure in the back elevation of the living room area attached to the
Chimney/Direct Vent System was supposed to be as tall as the 2nd floor (18-20 ft). This is also shown in the final architectural drawings of my
house prepared by Toll Architect. However, on the field, the Project manager
and Sales Manager decided to reduce the height and save cost without confirming
or intimating us, the home owner.Kindly refer to Exhibit L below which shows the back
portion of the chimney/direct vent fireplace system in the model home for
[redacted] floor plan that Toll had asked us to see before booking. 
There are houses in my neighborhood
with the same floor plan as ours – “[redacted]” which have the full enclosure and
they have not paid extra for it and neither did the standard specs change at
the time they were constructing. Also, the full enclosure is not listed as an
upgrade/additional option in the list of upgrades of the model home in the
picture. I ask that Ms. K[redacted] see the back
elevation pictures of the architectural drawing of my house to understand this
better. These drawings are already with the city so she should have no problem
sharing them with Revdex.com. Ms. K[redacted] must also refer to email (dated Jul 29th 2011) sent by then Toll Project Manager, Jay S[redacted], where he confirmed in
writing that they would build my house off of the construction drawings for my
house. The back elevation of the chimney/direct vent wall enclosure was not
built as per construction drawings of my house.Delivering less than what the customer
paid for and not informing the customer about it or not taking permission is tantamount
to fraud. Also, the contract says clearly that Toll is free to make
replacements but of equal value. Building half the wall enclosure than what
Toll was supposed to can’t be considered as a replacement of equal value. 4. Sprinkler
Response from Home OwnerMs. K[redacted] is absolutely right in saying that even if the
system was manufactured in Aug 2010, it does not indicate that it was a used
system at the time of installation after 18 months of manufacture.
Unfortunately, Ms. K[redacted] is not aware of the policies of [redacted] Irrigation (the
manufacturer), the process that [redacted] Landscapes (the distributor) follows
and the responsibility of [redacted] Irrigation (The Dealer and contractor).I spoke with [redacted] (###-###-####) from [redacted] Irrigation last year in Oct who informed me that if the product is older than 1
year it should not have been sold to me. I also spoke with a representative at
[redacted] Landscapes ([redacted]) who confirmed that typically the product
does not stay on their shelf for more than a month. Considering Riverside
Irrigation works with multiple builder for new installations, it is hard to
believe that they would have stock which is 18 months old.
My irrigation system died on me and when I opened it up,
this is what I saw – 
I am sure as per Ms. K[redacted] the battery
in the above picture may seem to be brand new. Considering the sales policies
of [redacted] and the distributor and the look of the system, it is evident that
this is a used system that was taken out of another house under warranty and
installed in my house. When I shared this experience with [redacted] at
[redacted] irrigation, he was apologetic on behalf of the dealer/contractor and
sent me a brand new irrigation controller to make up for this poor experience. Revdex.com
is free to check with my neighbors the date of manufacture of their irrigation systems
and things will become even clearer. I will be happy to provide their contact
details.All the above stated
issues clearly show that Toll Brothers defrauded us, gave us less than what we
signed up and paid for and installed a used irrigation system in our home.
MALPRACTICES BY TOLL5. Lot Size
Response from Home OwnerOnce again Ms. K[redacted] has not addressed
the problem but given unnecessary info to confuse the issue and people reading
this. I suggest Ms. K[redacted] must read the complaint again which clearly states
that ‘Toll misrepresented the dimensions of the Lot size of the house in their marketing material provided to us’. The
issue is not about what we signed and what we got, it’s about what was shown during
the sales process which was different than what we saw after 3 weeks into the
sales process as we were ready to decide.Kindly see Exhibit N1, N2, and N3
below, marketing material which shows the depth of my lot (no. 87) as 121 ft as
opposed to 110 ft in the final contract / lot placement document
Our experience with other Builders
including [redacted] and [redacted] Homes was different in this regards. Their marketing
collateral mentioned the exact lot size which was consistent with the Lot
Placement documents shared with us. This is an industry standard.This discrepancy in lot sizes and our disappointment
over it was brought to the attention of the then Toll Sales Manager in an email
(Dated Apr 23rd 2011) sent by my Realtor. This was also shared by me
in person with then Toll Project Manager Jay S[redacted] on Jul 28th 2010 at 11:15am. During our meeting, Mr. S[redacted] was apologetic and assured
that he will fix this discrepancy going forward. 6. Water Heater
Response from Home OwnerMs. K[redacted] is once again putting things
in a simplistic manner as if Toll was already doing what was right and still
accommodated our request for 2 tankless water heaters. Unfortunately it was not
as easy as Ms. K[redacted] is making it out to be.According to Building
specification provided by Ms. K[redacted] in her letter, Toll was to provide 1-50
Gallon water heater for homes up to 2 ½ baths and 2 -50 Gallon water heaters
for homes with 3 Baths. There was no mention about the water heaters to be tank or
tankless in the specifications. Firstly when we paid for 2 heaters why would
Toll install only a single heater without even informing us of this cut?
Secondly, if Toll was replacing our existing water heater, it should have
replaced it with a system of equal function which was not the case.Our home has 3 ½ baths. One 9.4
gallon/minute tankless water heater (that Toll was replacing our 2-50 Gallon
heaters with) would not have been sufficient as tankless systems have a
limitation when it comes to simultaneous operation of water outlets in the
house. Kindly refer to Exhibit O1 below which is a brochure from the
manufacturer that shows whole house simultaneous bath use for both 7.5 GPM and
9.4 GPM tankless water heaters. The brochure shows that in winter, the 9.4 GPM
tankless water heater would support only 2 ½ bath. If the kitchen tap is on or
the washer is on, the water flow would drop even further and not support even 2
bath. Considering we have 3 ½ bath, a single water heater would not have been
sufficient. This brochure was sent to Toll Project manager, Jay S[redacted] on Nov
17th 2011 in an email.
Toll neither consulted us nor informed
us about their decision to put a single water heater. They simply installed it
and assumed we would be okay with it. As usual, we had to fight this out with
Toll and push to get a 2nd water heater installed that we had actually
paid for. Please refer to Exhibit O2 below that contains email exchange between
me and the then Toll Project Manager, Jay S[redacted], wherein, I refused to
accept a single tankless water heater. For Toll, the math is simple, 1 tankless
water heater along with its cost of installation is equivalent to cost of 2
tank water heaters. Hence, it was more of a cost decision vs what was really
required as per the no. of baths. 
Also, I will be happy to shares
address of Toll homes in our neighborhood where Toll has installed 2 tankless
water heaters for a home with only 2 ½ baths which is against their own theory
of sufficiency. 7. Double Doors
Response from Home OwnerPlease refer to Exhibit P1 below which
confirms that the door between master bedroom and master bathroom in the
standard [redacted] floor plan used during the sales process were indeed double
doors. Please also refer to Exhibit P2 below which contains the 1st floor
plan with customization that Ms. K[redacted] mentioned in her letter but failed to
share. You will see that the door between Master suite and master bath is not
marked as a change. Please also refer to the notes in Exhibit P2 that states
the changes made to the standard floor plan and you will see that that there is
no mention of changes to the door between master suite and master bath. Surprisingly,
even though there were no changes made by us to the door in the standard floor
plan, Toll conveniently changed the double door to single door. A sneaky move
that would save them money and they know that the home owner is not going to
check every door in the plan and compare it with the standard floor plan.Kindly refer to Exhibit P3 which
contains an email (Dated Apr 19th 2011) from Toll Sales Manager,
David B[redacted], where he confirmed that the doors between master suite and master
bath will be double doors. But he conveniently did the opposite in the floor
plan drawings at the time of execution of the agreement. Once again, unlike the way Ms. K[redacted]
is suggesting in her letter, we had to fight it out with Toll to get the double
doors which were part of the standard floor plan and paid for by us. During my
meetings with then Toll Project Manager, Jay S[redacted] on Jul 28th, I
brought this point up and asked Toll to fix this issue. Toll did not do us any
favors.
8. Linen Closet
Kindly refer to Exhibit Q1 below which
confirms that the Linen closet was there in the standard Glenwyck floor plan. This
was the floor plan used during the sales process by Toll Brothers Sales
Manager. Kindly also refer to Exhibit Q2 that shows the 2nd floor plan
with customization. The customization of upstairs bath is clearly marked and
explained as ‘Adjust Location of Additional Bath’. There is no mention of
changes to the specification of the Bath as to what it should contain and not.
Toll Brothers sneakily removed the linen closet from the bath which we realized
later. Since the linen closet was part of the standard floor plan and already
included in the base price of the house that we were paying, Toll should have
included it in the final floor plan and not removed it sneakily.
This was brought to the attention of
the then Toll Project Manager, Jay S[redacted], in our meeting on Jul 28th 2011 and asked that he fix this issue. 
You will also see that the upstairs
bath in the original floor plan had a double vanity which was included in the
base price of the house. Toll Brothers again sneakily removed it and changed it
to a single vanity, which, as usual we had to fight it out later to include.
For every change that we made to the floor plan, Toll Brothers charged us a
hefty price for it. Unfortunately, while making the changes and revising the
floor plans, they sneakily took out the basic amenities that came as part of
the standard floor plan and were included in the base price of the home
including Double Doors in Master Bath, Linen Closet in upstairs bath, double
vanity in upstairs bath, replacing 2 water heaters with 1, etc. etc. This is just
how Toll Brothers Dallas operates and when they get caught and are asked to fix
things, people like Ms. Keane write about it as if Toll did a favor since they
did not even charge to make these changes.Ms. K[redacted]’s letter contains no
substance, she has provided absolutely no evidence to support even a single
statement in her letter and is definitely not aware of what happened during the
construction process. She is simply providing information given to her by the
management in Toll Brothers Dallas office who are only interested to save their
neck and do not care about what is right or wrong. On the other hand, she
shared unnecessary information and exhibits not connected with my complaint to
further confuse the issues and people reading it and digress from the main
subject. I have raised several issues related
to Toll’s unethical way of conducting business and quality of construction with
several folks in Toll Brothers Dallas office and its Pennsylvania HQ but not
even once have I received a call from Toll’s customer support/customer
satisfaction department to follow up on these issues. All they do is put their
VP, President, Project Manager, Attorney in front to handle these. Is this how
a listed company works with it customers? Does this in any way show sensitivity
and sincerity on the part of Toll Brothers to resolve genuine customer
problems? I wonder what Toll has to say about this.Regards,

Toll Brothers has been in contact with this homebuyer and we are working to complete their house in a timely manner consistent with the purchase and sale agreement. ...

We will continue to progress toward the completion of the house eliminating any constraints as we encounter them.

Toll Brothers acquired [redacted] in November
of 2011; however we did not acquire the warranty responsibility for the houses
completed by [redacted].  Unfortunately the answering service misinformed the
homeowner.   Toll Brothers responded to the customer on...

Monday
morning via email and informed them that we do not have nor would we keep
any security alarm codes for homes after completion.  We
unfortunately would never have them on a house over seven years old.

I saved and excitedly gave $150,0000.00 as my deposit in 2006 on a home in the Cheltenham Toll Brothers Community. Excitedly waited the building of my home, but there was delay in breaking ground in the legal timeframe on the contract for my new home .
a. On 6/22/07 my realtor sent a letter to Douglas S[redacted] declaring the contract null and void. We were later contacted by Steven D[redacted] and informed that I had signed an endorsement to the agreement of sale on 12/22/06 effectively removing an entire paragraph from the agreement of sale and giving Toll Brothers two years to complete construction as well as waiving the six month start time on the home! Although this endorsement was signed without representation and not fully explained. They started the home when they decided!!
b. Then the dark days came for Americans with the market crash in 2008. I had not been to settlement. When the appraisal came back, the home was not equivalent to the 1.1 mil asking price. It was short $150000 and Toll Brothers would not adjust its price to the appraisal. Toll Brothers asked me to make up the difference to the bank from my personal funds or loose my $150,000 deposit. I tried everything I could except hiring an attorney. If you google Toll Brothers you will see they have the legal muscle and don't lose in court. So I wrote the political system in an effort to get a fair deal or my deposit returned. Well no politician was even willing to meet with me on this!! The vote vs the $...the dollars won. I saw the power of Toll Brothers Political muscle as well. The politicians all advised me to get an attorney. Lol! I depressingly went into my retirement again for another $150,000 for settlement in 2008 for this home.
c. Then came the after sale issues! I gave them the list and most were done except the roof repair, electric overload, the sewage clean out, non treated wood on the deck, poor wiring design for lights, steps from garage is very poor quality etc for 1.1 mil!! I had to replace the hot water heater and replace an air conditioner in the 4th year!
Well I have been living here for 8 years now. I am setting in my garage with my dogs watching 3 new homes being built. However the builder is T[redacted]!! The powerful Toll Brothers met with the community to inform them they sold the property to T[redacted]!! The opposition was a majority but again they have the muscle!!
So much for working hard for the American Dream!! Toll Brothers create their dream of getting rich from the working class.

I have...

spoken to customer numerous times regarding the subject of their original complaint.  Explained process and justification of cabinet pricing for Level 5 and Level 6, our highest cabinet levels offered.  Customer was offered very favorable pricing for the level of cabinet they have since selected.  When I spoke with the customer yesterday morning (2/12/15), they were going to review their selection and pricing and get back to us.  That is the last we have heard from them until this complaint.Regards,Kevin B[redacted]

Below is the text from our response to ID [redacted]. This letter will be mailed out to our buyer on July 25, 2014. Thank you.
Kindly allow this letter to...

follow up on your letter dated July 7, 2014 regarding your request for warranty work to be performed related to brick masonry, yard drainage and garage framing deflection.
 
As indicated in your letter, Toll Brothers consulted with a structural engineer and performed an inspection of your home on November 11, 2013. During this inspection the brick veneer, the yard drainage and the garage door beam were inspected.
 
The brick veneer was observed to have some shrinkage cracks and/or mortar separations. It was noted in the report and confirmed by Toll Brothers that these separations were not structural in nature. According to the Standards of Performance the warranty coverage for masonry veneer walls is for a period of 1 year after settlement. Therefore, the brick veneer cracks and/or mortar separations are not covered under warranty.
 
The perimeter drainage of your home was observed and was not believed to be contributing to the brick settlement cracks. A recommendation was made to make adjustments to the downspout drainage extensions and to the grade along the home to provide additional drainage. The Standards of Performance state that the warrantable period for grading and drainage is for 1 year after settlement. Therefore, the drainage on your home is not covered under warranty.
 
As identified at the inspection on November 11, 2013, the garage header over the 16ft garage door is the plan specified 5-1/4”x14” PSL header. The Standards of Performance cover deflection in structural wood beams greater than 1 inch in 10ft. Therefore, since the beam is installed per plan and does not exceed this tolerance, there is no warrantable action.
 
If you have any questions regarding the issues described above please call me at ###-###-####.

Good afternoon -On behalf of Toll Brothers, I am attaching a copy of a letter that was recently sent to [redacted].  Toll believes that the facts are very different than as suggested by [redacted] in his complaint to your organization.Our records indicate that at no time did [redacted]...

submit a truthful and timely and complete mortgage application as required by his contract with Toll (yet alone 2 applications suggested by [redacted]).  Toll has requested copies of the two denials that [redacted] states that he has but have not seen them yet.Toll took a loss on the property that it built for the [redacted] far in excess of the deposit, which Toll is permitted to retain under the terms of the Agreement of Sale executed by the [redacted] and Toll.  Toll holds an outstanding Promissory Note that will come into play as this progresses.  We are very sorry that the [redacted] did not close on the home that Toll built to their specifications.  Yet, the agreement which governed the relationship between the parties does not permit a refund of the deposit in light of these facts.Please review my attachment which sets forth some additional facts and Toll's overall position.  Thank you![redacted]. S[redacted]Toll Bros., Inc.###-###-####

April 17, 2014
To Whom It May Concern:This will serve as Toll Brothers' response to the above complaint to the Revdex.com. Toll Brothers strongly disputes **. [redacted] allegations of theft andor fraud on the part of Toll Brothers andor its subcontractors as alleged in **....

[redacted] complaint. Toll Brothers has investigated this matter internally and has concluded that no Toll employee or subcontractor stole the 5 ton air conditioning unit or replaced the 5 ton air conditioning unit with a 3 ton air conditioning unit as claimed by **. [redacted]. The allegations are outrageous and go against the fundamental principles to which Toll Brothers has adhered for more than 45 years in the business of selling homes.Additionally, the alleged undersized 3 ton air conditioning unit installed in **. [redacted] home has now been replaced with the requested 5 ton air conditioning unit **. [redacted] references in his complaint. Toll Brothers now deems this particular issue to be resolved.Finally, Toll Brothers is working with **. [redacted] to resolve his claims regarding the installed ductwork. He will be treated fairly in this process.Thank you for your attention to this matter. If you require any additional information, please let me know.Division Vice President Toll Brothers

Good afternoon -On behalf of Toll Brothers, I am attaching a copy of a letter that was recently sent to [redacted].  Toll believes that the facts are very different than as suggested by [redacted] in his complaint to your organization.Our records indicate that at...

no time did [redacted] submit a truthful and timely and complete mortgage application as required by his contract with Toll (yet alone 2 applications suggested by [redacted]).  Toll has requested copies of the two denials that [redacted] states that he has but have not seen them yet.Toll took a loss on the property that it built for the [redacted] far in excess of the deposit, which Toll is permitted to retain under the terms of the Agreement of Sale executed by the [redacted] and Toll.  Toll holds an outstanding Promissory Note that will come into play as this progresses.  We are very sorry that the [redacted] did not close on the home that Toll built to their specifications.  Yet, the agreement which governed the relationship between the parties does not permit a refund of the deposit in light of these facts.Please review my attachment which sets forth some additional facts and Toll's overall position.  Thank you![redacted]. S[redacted]Toll Bros., Inc.###-###-####

Date Sent: 6/10/2016 11:21:28 AM[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  Toll Bros did not do anything for me, except allow someone else to purchase the home I built for far less than what I had offered.  To top it off their mortgage company TBI denied me a mortgage.  I expect my earnest money to be refunded as stated on contract, 'if mortgage is denied'    I also suffered undue stress with Toll Bros and their uncooperative staff.  I got divorced during the construction of my home and their project manager and sales manager were very disrespectful towards me making unkind remarks and asking many personal questions on why I did not tell them of my divorce.  I do not need to tell their staff anything about my personal life.  But once the news came about, their comments, and personal remarks were uncalled for.  They were predjudicial at best and the project manager made a unprofessioal remark as I left the office.  After that, I was totally ignored, along with my offer to purchase the house once it went up for sale to the public.  I presented a written offer on my current home, made an offer to the sales manager of $275k (the house was up at $287k) and she turned me down FLAT.  She stated "I will be increasing the price due to some landscaping that was added".....The addl landscaping was added at their descretion to try to sell the house.  I left the office totally in tears as she would not even present my offer to the corp office.  Miss K[redacted] then accepted an offer for only $250k ($25k less than my offer), never increased the price of the house, and sold it to someone else.  She was very predjudicail towards me along with the project manager.  I deserve to receive my life savings returned to me since the house was sold and mortgage denied to me.Also, I have repeatedly told Toll Bros I live on social security, and my earnest money of $26,444 was my life's savings.  This amount of money means nothing to Mr Toll but is everything to me.  They should do the honorable thing and refund my money.  The complaints about Toll Bros can be viewed at www.tollbrotherscomplaints.com and I am not the first victim, but a long list of unhappy consumers.Regards,[redacted]

I liked the email and concierge service, all the choices but chose a real estate agent better follow up phone calls, better customer service.

My name is Steve N[redacted] and I am the Customer Care Manager for Toll Brothers in Northern California.  **. and [redacted] recently submitted their concerns to our customer care department.  I reached out to them today via an email in the hope that they have availability to meet with me...

sometime this week or next so that I can view their concerns first hand and determine whether or not their concerns are covered by the home warranty or the California performance standards.  I can update you further once we have had a chance to meet.  This home was originally sold in August of 2008 and purchased by **. and [redacted] in 2013.  I have attached my email and the request that was submitted by them.  Sincerely, Steve N[redacted]Toll BrothersSenior Customer Care Manager

Complaint: [redacted]
I am rejecting this response because:Dear Revdex.com manage/To whom it may concern,Thank you for communicating our compliant (#[redacted]) and concerns to the builder (Toll Brothers) and forwarding Toll Brothers’ response to us.Around the closing date mentioned in their letter, actually it was another case that the builder tried to violate the agreement of sales.  From the very beginning of the sale, the delivery time for the construction is Oct, and we never changed it from our end.  But the Toll Brothers project manager unreasonably pushed it forward to the beginning of Sept.  Later, as per the agreement of sale, we corrected it back to the initially agreed upon date (Oct 2015).Yes. We do need a final inspection of the house on the day of closing, and it is customer’s right to have such an opportunity as per the agreement of sale.  Although in their letter the builder’s senior management has agreed on it, the responsible sales or project manger has not contacted us to confirm this yet so far.I would really appreciate it if you can relay this message to the builder that we are waiting for their confirmation from the sales office.Sincerely,[redacted] ([redacted]) [redacted]
Regards,
[redacted] ([redacted]) [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]