Toll Brothers, Incorporated

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Homeowner experienced a sprinkler line break during
severe cold weather event on 2/14/15.  Toll Brothers has met with the
homeowner and agreed to repair all damage to the home resulting from this
event. Toll Brothers is taking efforts to mitigate the potential for this issue
to occur again.

[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 the facts stated in my original letter are accurate. We officially applied with [redacted] twice through the formal [redacted] Application Questionnaires that outlined our financial position and determined our requirements for a mortgage. I have attached the acknowledgement from [redacted] that they received the formal questionnaires and pulled our credit report as part of the decision process to determine if [redacted] could accommodate our requirements.. In both instances [redacted] did not have a product.Since we have always been transparent throughout the "Agreement of Sale" process outlined by Toll Brothers I have also resent the following details to [redacted].  - [redacted] Qualification Questionnaires - Our stated borrowing requirements to buy the house.- email confirming that [redacted] did pull a credit report through the formal process and my conversations with [redacted] and full disclosure.- the house was eventually sold at a minimally reduced prices based on the marketThrough our transparency and continued pursuit to secure a mortgage without success, Toll Brothers understood our circumstances and as a well established and seasoned builder should have agreed to stop the "Agreement of Sale" process as we requested.   Alternatively, Toll Brothers acted in bad faith and knowing we could not secure financing, kept our deposit. I would like to again request our deposit in excess of $80,000 back from Toll Brothers.  We did not breach the agreement of sale or the mortgage clause and we satisfied our obligation to apply with [redacted].  We have been cooperative and find this a great injustice for a consumer to have to pursue something that is clearly obvious to a seasoned builder.
Regards,
[redacted]

Thank you for your notice.  Our on site Project Manager met with the homeowner on 4/15/15 and has agreed to investigate the homeowner's concerns further and take corrective action as needed.  We have another meeting scheduled for 4/20/15 to identify the source of the leak and schedule any...

necessary repairs.

[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:
The original floor was determined to be a manufacture defect. However, by no means has Toll Brothers truly taken ownership. With the response you have provided you yet again show me that you do not take our concerns and your constant errors seriously. At the time of my original complaint the finishing touches had not been completed on the new floor install. The following week we noticed there was something off with the new floor. At one point in the house it was very obvious that the wood was installed incorrectly and slanted at such an angle it was off by over one inch. I brought this to their attention and instead of actually acknowledging an error had been made, Toll Brothers again tried to cover up their mistake by "jerry rigging" a solution. This is absolutely unacceptable that a "luxury builder" would attempt to pull the wool over our eyes like this. So it wasn't until we made it clear that we needed to fix the bottom line problem that Toll Brothers evaluated the newly installed wood floor and determined we yet again needed to get it replaced.  This error was absolutely in their control and they chose to handle it in an unethical manner.  In my complaint I expressed concern in the unsafe environment Toll Brothers had created for my husband and I to live in. Toll Bothers of course did not address this issue because they constantly try to blame others for their errors and refuse to take ownership for anything. My complaint also asked for an apology. Your response was a round about way of apologizing at best.  When the subfloor was torn out apparently there was damage to a supporting beam. This resulted in Toll Brothers bringing out their engineer to evaluate the issue. I do appreciate the thought of needing to bring out an engineer to look at my house. However, I don't appreciate being kept in the dark until after the engineer has left my house who determined we do need additional support on the broken beam. Where are we with this matter? I was told the beam needed support. Is there a location in my kitchen I should be tip toeing until this is done? At this point my husband and I have decided to hire our own inspector to evaluate our entire house. All trust in Toll Brothers has been lost and we intend to ensure that they are accountable to the expectations outlined by sales and warranty contract(s) and values outlined on the Toll Brothers company website. 
Regards,
[redacted]

[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: [redacted]Hope you are well and thanks for the email.Below please find the continuing correspondence with Toll Brothers regarding the settlement of our complaint ([redacted]) for the return of our funds on deposit in excess of$80K.  In the below correspondence you will see that we followed the Toll Brothers "agreement of sale process" and that we filled out two Mortgage Qualification Questionnaires. Although these are not designated by Toll Brothers as  "formal mortgage applications",  the questionnaires formed the basis for [redacted] (Toll Brothers Inc) Mortgage Company to make the decision not move forward with our application at that stage in the process and communicated that they did not have a mortgage product that met our requirements. Toll Brothers decision to not proceed with our application based on the questionnaire meant that they also never sent  us a "Formal Mortgage Application" as outlined in the Toll Brothers agreement of sale process.. We continue to communicate with Toll Brothers in the hope that we can reach an settlement without mediation or arbitration because we have followed the Toll Brothers Agreementof Sale process and have not received a refund of our deposit.  We would like to keep the compliant open as we have yet to receive feedback from Toll Brothers on our latestcorrespondence or phone messages.Please let me know how we should proceed ?Regards[redacted]mobile ###-###-####-----Original Message-----From: [redacted] <[redacted]>To: d*s[redacted] <[redacted]@tollbrothersinc.com>Sent: Thu, Nov 20, 2014 2:00 pmSubject: Fwd: The [redacted] at Hillsborough, Lot * (From [redacted]. S[redacted]  We appreciate the settlement offer of $35K from Toll Brothers.  As you know our actual deposit was in excess of $85Kand we sought the return of $80K in our initial correspondence.  During our conversation last week I said that we wouldbe willing to settle and avoid further action or arbitration for the return of the first deposit check on the property of $63,377.17The settlement of 63K is a 25% reduction from our overall deposit and we think that $60K would be a fair amount to settlethe matter once and for all.Please let me know.Regards[redacted] -----Original Message-----From: [redacted] S[redacted] <d*s[redacted]@tollbrothersinc.com>To: [redacted] <[redacted]>Sent: Fri, Nov 7, 2014 10:22 amSubject: RE: The [redacted] at Hillsborough, Lot * (From [redacted]. S[redacted])For settlement purposes only[redacted] –I can offer to return to you $35k, and Toll will cancel the prom note.  This is very likely the best I can do.  Please let me know if you would like to resolve.  Thanks.[redacted] S[redacted]###-###-####From: [redacted] [mailto:[redacted]] Sent: Wednesday, November 05, 2014 2:02 PMTo: [redacted] S[redacted]Subject: Re: The [redacted] at Hillsborough, Lot * (From [redacted]. S[redacted]Based on our conversation last week I just wanted to know how you would like to proceed ?Regards[redacted]-----Original Message-----From: [redacted] S[redacted] <[redacted]@tollbrothersinc.com>To: [redacted] <[redacted]>Sent: Wed, Oct 29, 2014 9:22 amSubject: RE: The [redacted] at Hillsborough, Lot * (From [redacted]. S[redacted] –The Qualification Questionnaire is not a mortgage application – you would never be able to obtain a mortgage commitment or a credit denial based on that document.   That document does allow credit to be pulled – but it is not a mortgage application.  Since you appeared convinced that you had applied even though we knew you did not, I was encouraging you to speak with Amy F[redacted] in our mortgage group to help you work through the confusion and submit an application.You should be aware that Toll lost over $100,000 in constructing your house and then reselling it.  Your promissory note is at play here.Not withstanding this, for settlement purposes only,  Toll would be willing to return $25,000 to you and cancel the outstanding note, provided you execute a release.  Let me know if you want to accept this and we can finalize the paperwork.  If not, I am sorry that this deal did not work out, but the terms of the deal support Toll retaining all funds and eventually calling the note.[redacted] S[redacted]Toll Bros., Inc.###-###-####From: [redacted] [mailto:[redacted]] Sent: Monday, October 27, 2014 10:32 AMTo: [redacted] S[redacted]Subject: Fwd: The [redacted] at Hillsborough, Lot * (From [redacted]. S[redacted]I did receive your letter and to avoid any confusion regarding the date of my letter attached please find a copy alongwith the postal stamp certifying the date.I have also attached the following;- application questionnaires submitted to [redacted] and containing ALL our financial information and the information required by [redacted] in April 2011 and July 2012- email from Amy F[redacted] confirming my conversation with [redacted] at [redacted] and that based on the questionnaire we provided(twice) that [redacted] did not have a product that fit our requirements  All the information contained on the questionnaires werecomprehensive and we did not have any additional assets or money.You will also see from initial correspondence that we were always applying for a mortgage of $640,000.  The letter alsopoints out that I was no longer employed as of June 2012 and therefore would not qualify even though we continuedto pursue alternative financing..I will respond to the Revdex.com accordingly with the details .Regards[redacted]###-###-#### -----Original Message-----From: [redacted] <[redacted]@myRevdex.com.org>To: [redacted] <[redacted]>Sent: Tue, Dec 2, 2014 9:22 amSubject: Complaint [redacted]Hello [redacted]You can reply directly to this email.[redacted]Boca Raton FL [redacted] Dear [redacted] : This message is in regard to your complaint submitted on 10/10/2014 12:48:41 PM against Toll Brothers, Incorporated.  Your complaint was assigned ID [redacted].The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message in written form within 10 days.The text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language. Regards,[redacted] The Revdex.comMESSAGE FROM BUSINESS:Good afternoon, Toll Brothers stands behind its prior responses to this Complaint; and it stands behind the terms of the Agreement of Sale which governed our relationship with the Complainant.  That Agreement of Sale contained an arbitration provision that the Company remains willing to honor.  Thank you.  [redacted] S[redacted] Toll Bros., Inc.###-###-####? [redacted] ,  ?? Senior Trade Practice Consultant?   ?? Revdex.comserving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 ?p: [redacted] 
[redacted] f: ###-###-#### Email:  [redacted]? @myRevdex.com.org Revdex.c...⇄ with Trust®
Regards,
[redacted]

IN response to [redacted] complaint, please find the supporting documents in connection with the following explanation:I've attached a portion of the Agreement of Sale for [redacted] home which sets forth in paragraph 17 the understanding that verbal requests were not binding. [redacted]...

went through a series of option selections where he approved on multiple Exhibits (Exhibit B') the items he wished to have included in the construction of his home. Conversely, the cancellation of any option is also required on an Exhibit to remove any selection no longer desired (Exhibit C). A copy of the Exhibit B where the alarm option was selected is attached, signed and dated 03/17/2015. There were no Exhibit C's signed by [redacted] to authorize the removal of this option and subsequent monitoring contract although an example of one he signed for a different option is included to show this process was understood by the buyer. When [redacted] purchased his home he was offered an alarm system at no charge contingent upon his signing up for (3) Three Years of monitoring. The terms were clearly defined in the attached monitoring agreement and initialed by [redacted] in February of 2015 where he accepted the three year commitment.  As a policy, Toll Brothers sales managers are not incentivized on the sale of the alarm contracts in any way. Despite the fact that [redacted] failed to honor his commitment Toll Brothers has agreed to release him from his contract and this cancellation has already been processed.

To whom it may concern,
I have discussed the matter with the customer and we have scheduled to have the tree replaced again. We also informed the customer that it would be their responsibility to water the tree once installed.
We will follow up with the customer once the tree is...

replaced.Thank you
Mike M[redacted]
Project Manager
[redacted]

February 26, 2014
Dear Sir or Madam,
I am writing this letter in response to notification I received of case #[redacted] filed with your agency by [redacted], a Toll Brothers homeowner in our [redacted] at [redacted] community. The letter from **. [redacted] voiced his concern over...

a plumbing leak in their home’s lower level.
**. [redacted] had reported a water leak in his lower level to Toll Brothers on February 11th through our on-line warranty reporting system. **. [redacted] had his plumber repair a broken water line on February 10th on the rear wall of his finished lower level. In visiting the home that week, a Toll representative confirmed that an approximately seven foot section of the rear hose bib feed line had been replaced by others.
During that visit, **. [redacted] acknowledged that the hose bib line that ruptured had not been winterized and did have a flow of water to it. Our Home Care and Use Guide, that is given to each customer at the time of settlement, states:
“If you are in an area that experiences temperatures below freezing, you must winterize all exterior hose bibs and irrigation systems to prevent frozen water lines.”
While we are empathetic to **. [redacted]’s situation, there would not have been the damage caused had the hose bib be properly winterized. This was explained to **. [redacted] when I spoke with him on 2/21 and visited his home on 2/25 and in a subsequent telephone conversation with [redacted], Division Vice President also on 2/25. No further action will be taken by Toll Brothers.
If you have any questions or concerns with regard to the [redacted] case, please contact me at ###-###-####. We appreciate the Revdex.com’s assistance to identify and help resolve this homebuyer’s concern.
Sincerely,

[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.It has disrupted my plans severely.The other models we're not to my liking that's why I requested the model unit regarding the floor level,view and the of it's availability.The other units that I liked weren't even in the process of being built.I wasted years waiting for the unit that best suited me only to be disappointed by Toll Brothers.Secondly if the list wasn't circumvented what would they call it? I was #1 on the list.Regards,
[redacted]

My house has been extremely humid since I moved in in October of 2014. I have mentioned it to the past and current project managers. Oh yes we will look into it and nothing happens. In their documents they mention that the grading will drop 6" in 10 feet where possible. On one side of my house it drops .3 of an inch in 15 feet. Both my wife and I suffer from Arthritis and find the humidity levels unacceptable. I filed this complaint on March 29 and for some reason you closed it while the problem has yet to be addressed by the builder. I have been complaining about this problem since October of 2014 with no action from the builder. I need your help!selectDesired Outcome: If I can't get this problem fixed within a reasonable amount of time I will go for a refund of the purchase price of my house. I have had far too many problems. Some still remain unresolved. a kitchen cabinet door was cracked on the inside when installed back in 2014. I closed on the house on September 30,2014. The door was finally replaced about a month ago. However the color does not match the other doors. When I saw the door I asked that it not be installed because it didn't match. it was installed anyway. I asked that a new door be ordered. The project manager was reluctant to reorder the door. I insisted and this is what he sent me in an e-mail. Please see the below response we have received from the cabinet manufacturer regarding the corner wall cabinet that was replaced in your kitchen: “The color difference is because the new door will need to age to catch up to the existing cabinet. You can “speed” the aging process by putting the door in direct sunlight or fluorescent lighting. Any door we send at this point will need to age.” This is in line with what our previous discussion was regarding the door. We are not going to be able to re-order the door at this time due to the above circumstances.Desired Outcome: I want the door replaced by one that matches the others in the kitchen. I asked for it to be replaced early enough within the warranty period.

[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:The point is I  wasn't interested in the other models Toll Brothers doesn't seem to get it plus I'm not interested in discussing other model availability with them.
Regards,
[redacted]

We have met with and reviewed their outstanding concerns.  We are waiting for a date and time (from them) to gain access and address the items we reviewed at their home.  Once we have a date to allow the work to commence it will be completed as discussed.
 
Thanks, [redacted]

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We would also like to add that we think Toll Brothers did not fully listen to our complaint. We called our Toll Brothers sales person and told her we did not want the alarm system installed within several days after signing the agreement. She had told us that we had 6 months to cancel the agreement.The Toll Brother"s sales person failed to cancel the agreement and also failed to tell us we needed to sign a form to cancel the agreement. Also, we were overwhelmed with the amount of forms that Toll Brothers had us sign in purchasing our home in a very short amount of time. It wasn't that we showed up one day just to talk about [redacted] I would think that the Toll Brothers person answering this complaint would also consider what they are putting their buyers through in the home purchase process. It was not an enjoyable experience.  
Regards,
[redacted]

Upon investigation of the warranty request filed by this homeowner in the Spring of 2014, Toll Brothers determined that the caulking in the shower had not been maintained and the shower drain was nearly completely clogged from calcium build up and lack of maintenance.  The homeowner admitted...

that the shower base typically filled with water during a shower due to the restriction of the drain.  Although leaks are only covered by the warranty for a period of two years after closing, Toll returned to investigate this potential leak on this home that is nearly ten years old.  I am unable to comment on what may have occurred in the first year after closing on this home as no one from our current team was involved in this community in 2005 when this home was originally constructed.  We have checked the warranty file and have not been able to locate any formal warranty submission by this owner regarding the shower prior to the one received in 2014.  I have personally been to this home several times since I became responsible for this community in 2008 and this is also the first time that any shower defect was brought to my attention.  As I explained to the homeowner, my intention was to help determine the cause of the leak and if I could show that there was a construction defect related to the original install of the shower, Toll would remove the shower tile to further investigate and repair the shower.  After completing the maintenance of the shower drain and caulking, we performed another leak test and were uable to get the shower to leak again.  In my opinion, we returned the shower to its original condition at the time of closing and the leak appeared to stop.  Therefore it is my belief that had the shower been properly maintained over the last nine years, the leak would not have occurred.  Below is a copy of the letter that was sent to this owner after the maintenance and testing had been completed by Toll:
 
June 3, 2014
 
Dear [redacted]. ________,
 
Last week we visited your home to investigate a possible leak at your master bathroom shower.  Upon inspection of the shower we observed large cracks in the silicone caulk in all corners of the tile shower.  We also noticed that the shower was not draining as a result of what appeared to be calcium build up in the drain and trap.  We then performed a water test of the shower floor by plugging the drain and filling the shower with water.  After approximately one hour, we observed a water mark in the garage ceiling below the shower.  We then returned several days later and cleaned the shower drain to allow the shower to properly drain.  We also re-caulked the shower tile as had been done prior to closing.  The following day we performed the same water test again and were unable to get the shower to leak.  It appears that the leak in the shower pan resulted from either lack of caulk maintenance or a clogged drain or a combination of the two.  I understand that you do not believe that the leak is gone, but I have seen no evidence to support this.  As a result I will not be able to take any further action with regard to the shower.  Please feel free to contact me with any questions.
 
Sincerely,
 
 
 
Toll Brothers
Project Manager

[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:Thanks a lot for [redacted] stopped by on Thursday to inspected those items/complaints, but so far, no item has been fixed/repaired. Need to wait for repair works/ and actual complaint to be addressed.
Regards,
[redacted]

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.

I would first like to say that I am very pleased with the
Revdex.com as without your help I do not believe Toll Brother’s would have addressed
our warranty issues in the near future. 
As I previously stated, I had been emailing and calling Toll Brothers
about the remaining items since last November and it wasn’t until the Revdex.com was
involved did I hear back from them.  In
fact, on June 8th, the same day that I received an email from the
Revdex.com that my complaint was being researched, I had an unannounced visit by Toll
at my front door from a “new” warranty person (come to find out he has been
here since November).  The warranty
person addressed some of my warranty items within the past few weeks.  We are now down to several items which were
misrepresented by whomever wrote Toll’s message (consistent with miscommunication within their
organization and misrepresentation of all of the issues we have had with them).  Our remaining items include addressing loose
boards in our hardwood flooring and to my knowledge this is not a manufacturer
defect.  In fact, the manufacturer who
came out stated that other issues that we have experienced with the wood
flooring (significant gapping) was due to installation and the problem of not
allowing the hardwood to acclimate before installation.  I am
told this cannot be fixed.  A second item has to do with our back splash
design being covered up by our custom wood stove ventilation hood which was completed
after closing.  This item has to do with
installation and moving the hood lower to accommodate the ventilation fan which
didn’t fit and had nothing to do with a cabinet change (which by the way was an
issue on Toll’s side as the subcontractor they were using went out of business and
we had to completely change our cabinets). 
Along these lines, another remaining item includes mismatched cabinets
were installed in our master bath.  I am
told these cannot be changed as they are too small to match our other cabinets,
but I have requested financial reimbursement for this as the cabinets were
custom and upgraded.  Additionally, we
are waiting for Toll’s response on our roof that is sagging between the
trusses.   Toll’s response that the “[redacted]’s
have had 50 warranty requests spanning the nearly two years since they closed”
should only be taken as a reflection on Toll and their inability to finish a
home prior to closing, built a home that doesn’t have 50 warranty items, and
finish those items in a timely manner.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

November 7, 2014
Dear [redacted]:After having reviewed your matter with Toll's onsite Sales Manager, Kate Todaro, and Project Manager, Gene G[redacted], it’s my understanding our lack of communication was an honest, albeit unfortunate, oversight. An oversight that we sincerely apologize...

for. Recognizing this does little to remedy your situation, I did want you to know the sales staff did not intentionally circumvent any interest list.While Toll does not have the ability to sell you the exact model home you were interested in purchasing, we do have similar floor plans available within the community and would be happy to discuss their availability.
Please accept this letter as an apology, and feel free to contact me should you have any additional concerns.
Very truly yours,
TOLL BROS., INC.James F
Division President

[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:
The email response I received was completely unprofessional and rude.  The answering service on the other hand was completely professional and understanding.  I would never have continued my inquiry with Toll Brothers if I knew the abuse I would receive from Aaron C[redacted].  I understand the information I was hoping for now is unavailable.  That is fine.  I just wish I could have received that information in a timely and professional manner.  My desire is that this never happens to a customer again.  Please see the email responses from Aaron C[redacted] in the attachment.
Regards,
[redacted]

Ms.
[redacted]
The Revdex.com
1411 K Street NW
10th Floor
Washington, DC 20005-3404
 
 
Re:     Complaint #[redacted]
 
 
Dear Ms. [redacted],
         ...


It was a pleasure
to speak with you briefly on April 14, 2016. 
Kindly allow this letter to serve as the response of Toll Brothers to
the complaint that was filed by [redacted]. 
Toll Brothers does regret that Mr. [redacted] has felt the need to reach out
to your organization for assistance where we have been working with him to
address his concerns.
 
Mr.
[redacted] writes to you with two primary concerns. 
First, Mr. [redacted] has expressed concern with the humidity in his
home.  It would appear that Mr. [redacted]
attributes the concern he has with the humidity in the house to the grading of
the property outside of his home.  Even
though any correlation between these issues has not been established, Toll
Brothers has agreed to perform remedial work on the grading of Mr. [redacted]’s
home.  This work will commence on or
about May 6, 2016.  Because there is no
guarantee that this will address Mr. [redacted]’s concerns about the humidity in his
home to his satisfaction, it is recommended that Mr. [redacted] utilize a
dehumidifier to help achieve his comfort level, and that he property condition
the home depending on the season. It is
also recommended that once the grading work is performed that Mr. [redacted] not
walk his dog on the newly installed sod until the turf has established itself.  The walking of a frequent pattern in fresh
sod can actually alter the grading features. 
  
 
Second,
Mr. [redacted] also wrote about his concern with the color of a new cabinet
door.  In an effort to appease Mr. [redacted],
Toll Brothers did order yet another new door for his kitchen cabinet.  As the home is several years old, there is
simply no guarantee that the color of the new door will be an exact match to
the color of the current cabinets as Mr. [redacted] desires.  No doubt the color of the wood will lighten
or darken over time, depending on its exposure to light rays.  Even individual pieces of wood from the same
wood species will change color differently over time.  When the new door arrives, Toll Brothers will
explore whether it could be switched with a cabinet door that is in a less
visible place in the kitchen.  Regardless
of our inability to perfectly match the color of any wood, Toll Brothers has
agreed to order a new door as requested by Mr. [redacted] in his complaint to you.
 
Please
feel free to call on me should you wish to discuss this matter in further
detail.  Thank you for providing Toll
Brothers the opportunity to investigate and respond to this complaint.
 
Sincerely,
 
 
 
David W.
S[redacted]