Toll Brothers, Incorporated

The
[redacted]'s have had 50 warranty requests spanning the nearly two
years since they closed.  All but two of them have...

been
completed.  Of the two remaining, one pertains to a potential
manufacturer's defect of the wood flooring that we have brought in the manufacturer to research.  The second pertains to backsplash
tile that resulted from a cabinet change.  Although both of
these items have taken longer to complete than we would have liked and the [redacted]'s frustration is understandable, both are
being addressed and will be completed.  We have and will continue to address any concerns the [redacted]'s have about their
home.

November 19, 2015To Whom It May Concern:We are in receipt of the above referenced complaint. Please be advised that our team handles warranty claims pursuant to our warranty guidelines provided to our customers. Unfortunately, several items detailed by the homeowner are not covered under...

warranty.However, our team has been in contact with the homeowner and is scheduling an appointment to review and address any potential warranty claims.If there are any further questions please feel free to contact meat ###-###-####, ext. [redacted].Regards

[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 Agreement
of 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 latest
correspondence 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 $85K
and we sought the return of $80K in our initial correspondence.  During our conversation last week I said that we would
be willing to settle and avoid further action or arbitration for the return of the first deposit check on the property of $63,377.17
The settlement of 63K is a 25% reduction from our overall deposit and we think that $60K would be a fair amount to settle
the matter once and for all.
Please let me know.
Regards
[redacted] 
-----Original Message-----From: [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]
###-###-####From: [redacted] [mailto:[redacted]] 
Sent: Wednesday, November 05, 2014 2:02 PMTo: [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] <[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]
Toll Bros., Inc.
###-###-####
From: [redacted] [mailto:[redacted]] Sent: Monday, October 27, 2014 10:32 AMTo: [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 along
with 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 were
comprehensive 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 also
points out that I was no longer employed as of June 2012 and therefore would not qualify even though we continued
to 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] 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.com.org, Start with Trust®
Regards,
[redacted]

My husband and I thought we had purchased the home of our dreams. We heard the name "Toll Brothers" and thought we were going to have a fantastic home. This home has been anything but that! It's been one disappointment after the next!
Cracked walls, holes in hardwood floors, all crown molding had to be repaired, broken bedroom doors, stairs needed numerous repairs, completely dead landscaping, roof shingles blown off, 4,000 dollar surround sound with no speakers or service to install.. had to fight to get this done ! I could go on and on. Too many issues to list all here. 25 items since closing in November 2014. My front door is a revolving door of workers coming in and out to fix thing. This is constant. !! No peace. The workmanship on this home is mediocre, at best, but it comes with a hefty price tag. The repairs are temporary. Designed only to last until the one year warranty is up. The progect manager, M[redacted] is a smooth talker! He could sell you your own shoes!! I'm writing this review to urge all of you who are considering buying a Toll Brothers house to really, really do your research. I'm baffled as to how they received "builder of the year" award??? In the begining, I was patient and understood that there would be some settling issues...this is way beyond and above settling issues!! It's too late for us. We're stuck with this home. Do your homework!! "All that glitters is not gold".

Review: Toll brothers failed to honor a signed contract and forced us to sign the amendments. So we had to withdraw from the transactionDesired Settlement: Toll brother should honor the original contract and give the property.

Business

Response:

December 5, 2013

Review: We took over our friend's sales contract in May 2013 (which was fist signed in Sep. 2012). We were informed that the house should be closed in several months at that time by the builder. Shortly after we signed the contract, the closing date was extended and till Dec. 2013. This is the first time they delayed the closing date and we expected that they would keep their words. However, the house was not closed on time and the reason they offered at that time was because of the [redacted] Energy had not approved their permanent gas and electricity application. Until June 2014, there was barely little progress on the construction. We kept asking why there was no construction going on and the reason they gave us was that the application of gas and elec. had not been approved yet. The builder never give us the written closing date, always oral notice through the listing agent, every time, we were informed that the house would be closing soon.

So, we decided to contact [redacted] ourselves and found out it was completely not the situation that tollbrothers had been talking about. [redacted] had processed their application in April 2013. The forms were sent back to Tollbrothers and their signature was request. Once they sign and return the form [redacted] sent them in April 2013, the application would have been completed. However, [redacted] had not received any feedback from tollbrothers ever since, for more than 14 months. The reason for the delay of the closing date they gave us was complete nonsense and dishonest. We were planning to celebrate our first baby’s first birthday in the new house. If we were informed the truth, we would have planned everything differently and avoid the high cost caused by this delay.

Companies with good reputation should behave like this?Desired Settlement: we requires the compensations for the cost (apartment and furnishing rents) casued by their fault.

Business

Response:

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.

Review: Toll Brother's installed the wrong outside cooling unit at my home. I purchased a home from Toll Brothers and a 3-ton outside cooling unit for the upstairs and a 5-ton outside cooling unit for the downstairs was specified in the contract. Instead, Toll Brother's installed two 3-ton units. All other homes like mine (same model and size by square feet, some built in the community before my home and others build after my home, all had 5-ton outside units installed for the downstairs. Either Toll Brother's or it's hired sub-contract stole my 5-ton unit and replaced it with a 3-ton unit ... either theft or fraud was committed by Toll Brother's. I have photos and an invoice to prove this complaint.

Toll Brother's thru it's hired sub-contractor installed defective and improperly designed ductwork in my attic and accordingly there is no airflow (heating or colling) provided in the upstairs. I had to hire my own contractor to correct the problem at a cost of $2,950 for properly designed and installed ductwork. I have photos and cfm numbers to prove this compaint.

Toll Brother's pr it's hired sub-contractor did not tighten down any of the bolts from the concrete slab through the base plate of the home .... I have photos to prove this complaint.Desired Settlement: I want Toll Brother's to install the 5-ton outside colling unit for downstairs that was supposed to be installed and remove the incorrect 3-ton unit. I want to be repaid by Toll Brother's for the amou nt I paid to another contractor to correct my upstains heating/cooling/ductwork issue. I want the Revdex.com and all other ratings agencies to note that Toll Brother's homes are not even bolted down to the slab/baseplate as per building inspection codes.

Business

Response:

April 17, 2014To 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

Consumer

Response:

[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.]

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,

People in Colorado that are looking for reliable home builders should steer away from this builder. We built our 4th home from the ground (first time with this builder) and what a horrible experience this has been. They ask for a very, very large down payment, in the $30k neighborhood for us. Later it became clear to us as to why they do that, they have no intention of returning it if or should when something goes wrong and too many things went wrong with this build from the get go and even now, 17 months after we moved in. Bottom line, we got a home with no insulation in some living spaces, wrong floors, roof leaks, electrical problems, etc etc, However, the worse problem yet is their customer service. This builder simply doesn't care about home owners. Bad quality of materials, horrible workmanship, no warranty department for first 7 months and absolutely no customer service. They only respond to threats, it's sad it should not be this way. We've been very flexible waiting on items to get resolved but this is ridiculous. They've taken away from us what should've been an enjoyable experience. After talking to other neighbors, we found out each one of them have experienced the same nightmare, so they al least don't discriminate they're just horrible with all builds and home buyers!

Review: We purchased our new construction home from Toll Brothers in 2005. We experienced issues prior to settlement where the Certificate of Occupancy was not issued as the house had failed inspection. Toll Brothers made multiple attempts to convince us that they were a reputable builder and we should do a "dry settlement" as it would save us money in interest. We would own the home but would not be able to move in until the CO was issued. We refused each attempt to comply with this agreement. On the day of settlement, we had completed our walkthrough of the home where a number of issues were identified. We were advised by the Construction Superintendent that these issues would be addressed while we were at the settlement table as to not inconvenience us by scheduling time to work in the house after we have moved in. We returned to find that nothing was done. This was just the beginning of our road with Toll Brothers. We were advised to send an email to John L[redacted], Construction Superintendent with our list of items to address. We were not made aware of any other process to report warranty issues. After several attempts to address the issues, we realized that if we wanted them fixed, then we would have to have it done ourselves. This includes but is not limited to; water leaks, electrical problems and phone/cable issues. I also had mentioned to Toll Brothers that there appeared to be a problem with our Master Shower within our first year residing in the home. Outside of the shower, rust was appearing through the drywall. John from Toll Brothers advised that this is normal and nothing to worry about. I spoke to his manager at that time who stated he spoke with John and it doesn't sound like an issue and not to worry. I was told that the work was good for what we paid. This was the experience we had whenever we attempted to raise an issue. After years of this, they had worn us down. A couple of years ago we noticed the shower was in fact leaking so we immediately stopped using it. However, the next symptom was an infestation of ants. There were multiple colonies. We hired Terminex to address the issue with the ants and after the initial inspection, they advised that this was the worst they had ever seen. After several months of treatment, the ant infestation issue was resolved. As spring had come around this year and we saw no further evidence of ants, we notified Toll Brothers of the problem. They sent a couple of men to the home to investigate. The initial response was that there was a problem as the damage seen should not have happened if installed properly. However, they were advised by Mike B[redacted] to complete a ball test to rule out a leak in the pipes. Once that was ruled out, they were then told to come back out and caulk (as the caulk was "lacking") and clear the calcium from the drain as there was a good build up that we could not remove with drano or a screwdriver. I had advised that even if the drain was 100% clogged and there was absolutely no caulk, the water should not leak under the shower pan. The two men agreed, however Mike B[redacted] insisted that the issue was due to our lack of maintenance (caulk/drain). After multiple conversations around how a tile shower is installed, he stated that they would not be able to help us and to let him know if we would like to proceed with arbitration. Multiple experts have been brought into the house to inspect the damage and the response was consistent with my statement. This is not normal and is in fact an installation issue. We even had an electrician in the house who noticed yet another installation issue. The central vacuum does not properly vent out of the house. He stated that he also installs the same brand of vacuum and currently, this vacuum is not vented outside the house at all causing any dust to blow back into the house.Desired Settlement: The desired outcome would be for Toll Brothers to replace the shower and the broken tile surrounding the shower as it was broken due to the water leak. If any structural work under the shower needs attention, then it should be addressed. Also, to address the venting of the central vacuum.

Business

Response:

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As stated to Toll, there would not be any warranty claims as we were advised to send an email to the construction supervisor. We were not informed of the proper process. In addition, the builder claims that caulk is a waterproofing system. This is not the case as I have confirmed with multiple experts that this should not have happened. This was also stated by Toll employees as well. Accepting the response that caulk would keep the shower from leaking would be foolish. As previously stated, I raised this issue in the 1st year and was informed that it was fine by two different levels of toll employees. This has become apparent that it was not fine. This response is typical of what we have experienced from the beginning. I have purchased new construction homes from [redacted] Homes and [redacted]. I had a positive experience with both builders. Warranty issues were promptly addressed. I expected at least the same level of quality with this home. This will not be my last home, however it will be my last Toll Brothers home after this experience.

Regards,

Review: I have signed a contract for a single family home with Toll Brothers construction at [redacted] at [redacted] in [redacted], CA. They advertised the lot size is 4472 square foot. At the time of the contract there is no Model Home constructed yet to look at the actual home and the size of the lot. They have made the contract signed with no contingency and a 5% down payment. Later found that the lot size also include the common court between the homes. This came as a surprise for many buyers at this property. This made me realize that the house is priced very high (I included the new home premium to compare with the existing homes) compared to the near by homes as my prior comparison was with homes that have similar lot size. This was a first disappointment but was already in contract.

There is a 3 to 4ft slope between my lot and the lot next to me. This slope near the model homes was constructed with a retaining wall. I have asked the Sales Office about how this is going to look like at my lot and the answer was that it will be a similar retaining wall. Later learnt from Sales that the lot will not have a retaining wall. The slope is approximately 5ft to 6ft. Although this is part of my lot size I couldn't use it as it requires a retaining wall. This further shrinks the lot size by another 400 square foot, At this stage I clearly can not justify the price I am paying for the house with the lost size. I have asked the Project Manager about this as I was told that I will have a retaining wall between the lots. The answer was "Did we write it in the contract you signed?" Since the project is in a very early stage with nothing really available to look at I have relied mostly on the verbal clarification on the questions I had. Of course I need to get answer from the company that "Do you have this retaining wall information added to contract for many other lots where there is a retaining wall constructed?". If not then how can I be questioned about whether this is in contract? Even if this is part of contract I was still told by Sales that there will be retaining wall. After further discussing with the Project Manager I have received a default notice from the office by which I already have paid $45K. After further discussing I have been offered some credit toward the options in order for me to move forwarded with selecting my upgrades.

When we ready for the option selection I have realized that the quality of the default options (especially carpet) was the cheapest that you could get in the market. Assuming Toll Brothers is a premium builder we did not expect this low quality for a home with approximately $900K. I have interacted with many other fellow buyers and every one has same opinion about the lot size and the quality of default options they offer. In order to justify the my lot size I have requested to have my retaining wall constructed which will give me extra back yard space. I have not gotten any positive response as well did not even gave me option to reach out to the management to discuss further on this issue. Hence I am writing this complaint.

I clearly stated to the Project Manager that I need to get the retaining wall that I am entitled to which has been told by the Sales office. The only answer I always get is that I will end up in default if I don't move forward with selecting my options for the home. This to me is a blackmail rather than trying to resolve the issue.

Thanks

[redacted]Desired Settlement: Construct the retaining wall I have been promised to.

Business

Response:

August 18, 2014Dear [redacted]:I serve as a Project Manager for Toll Brothers, Inc., and its affiliates (collectively “Toll”). I write in response to the complaint submitted by [redacted].Earlier this year, [redacted] presented Toll with his desire for, and his belief that he is entitled to, a retaining wall on the property. At that time, I discussed the matter with our sales staff and confirmed that no such representations were made. I also reviewed the sales documents in connection with [redacted]’s purchase and confirmed that no retaining wall was ever promised or provided for. Attached is a sales map and plot plan for lot 16, which [redacted] signed clearly showing that no retaining wall was provided for on lot 16, and that the property lines go to the middle of the driveway (attached hereto as Exhibits “A” and “B”). Accordingly, we disputed [redacted]’s allegation in this regard, and advised him of our position several times.In my subsequent conversations with him, [redacted] offered to drop his demand for a retaining wall if Toll would provide him with a credit toward options. As an offer of good will, Toll agreed to [redacted]’s offer and provided him with a $5,200 options credit in exchange for a release of his claims concerning the retaining wall. A written agreement confirming our deal was prepared and provided to [redacted]. He signed this agreement on July 13, 2014 (attached hereto as Exhibit “C”). Several weeks later he filed a complaint with your office claiming that he is again entitled to a retaining wall.Regarding [redacted]’s general claims concerning the size of his lot, as noted above he was provided with a sales diagram and plot plan that depicts his lot (#16) and those of his neighbors. This diagram clearly provided that the square footage listed was for the entirety of his lot, including shared areas. [redacted] acknowledged this document with his initials.- As it pertains to the quality of standard features, much like the lot size, he was provided with a detailed list of standard features in advance and specifically signed off on them (attached hereto as Exhibit “D”).I hope this letter adequately addresses the issues identified by [redacted]. Please let me know if there is any additional information that you require.Sincerely,Benjamin H[redacted] Project Manager

Review: Our home was built by Toll Brothers in 2007 and we feel the builder is responsible for needed repairs to our home caused by original poor designs and undersized beam/lentil spanning our double garage door. Approximately 3 + years ago we received a letter from the HOA that our irragation system installed by Toll Brothers was causing accumulation of water on the golf path. We called the City of [redacted] water inspector and a private engineer at our expense and turned over the reports that our system was not the cause of the water accumulation. We started to over a year ago notice cracks in the bricks on the wall opposite the garadge which we seldom would look at. All house plans and construction of our home including slope and grading design along with the installations of soil base materials, landscaping, irragation system, downspouts and location of HVAC system were performed by Toll Brothers. These designs and installations have caused a great amount of damahe to our home. We hired a structural engineer and he reported the enormous amout of cracks and broken bricks in the brick veneer of the home have cracks on the interior walls by windows. Drainage: The local Toll Brothers representative and their engineer agreed the veneer was cracking and breaking yet dismissed this to "normal Setting" OUR Structural engineer stated ' Lot slope, downsput locations, irragation system amd location and paatern of veneer cracks indicate that drainage around the perimeter of the house is insufficient to discharge water away from the home's foundations causing structural damages to rigid masonry veneer Many areas are cracked around the windows and foundation vents. Our engineer recommends changes to a landscaping and irragation sysen, downspout locations and location of HVAC draining system and the brick veneer repaired. The Toll Brother's engineer note "The garage deflection has also been observed and is within tolerable limits provided that the header is framed with the plan specified 5 1/4" x 14 PSL" Note: the double garage span is 16 feet not 14 feet as noted in the Toll Brothers engineering report. Anth was determined without exposing the beam for code numbers or any defection measuements. Statement from our Structural Engineer. Garage header appears to be insufficiently sized to support design loads required by code. This would account for evidence of previous patch wor done to brick over the garage doorway as veneer likely first cracked soon after sonstruction. The span is 16 ' wide opening with actual observed deflection of 0.365"Desired Settlement: Have the house we thought we repaired to what it should have been. Our next door neighbor has written you in the past. They have problems with Toll also. They did some repairs for them and currently have a measuring attchment on their home. The original problem was brought to our attention by the HOA which is controled at that time by Toll Brothers. The golf club, which is still another org. at [redacted] CC, a Toll Brothers project, still believe the water accumulation is our fault.

WE PROVED IT WAS NOT OUR FAULT BEFORE THE RESULTING PROBLEMS TOOK PLACE. IT IS NOT JUST OUR HOUSE BUT ALSO THE HOUSE NEXT TO US THAT WAS BUILT AT THE SAME TIME HAVING PROBLEMS. TOLL BROTHERS NEEDS TO DO THE RIGHT THING.

Business

Response:

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.

Review: We are writing Toll Brothers to again to demand the return of our funds on deposit for Lot *, The [redacted] at Hillsborough which is now [redacted] Hillsborough NJ, [redacted]. The last correspondence we received from Toll Brothers was on August 9, 2012 stating that Toll Brothers would not refund our deposit in excess of $80,000. We are demanding that Toll Brothers return our deposit in excess of $80,000 pursuant to the express terms of the Agreement of Sale. The Agreement of Sale states that "If the Buyer is not approved for a mortgage within 45 days of the date of the buyers execution of this agreement, Seller shall extend the mortgage application agreement process until such time as…2) Seller declares this agreement null and void, in which event, if Buyer has timely applied for a mortgage, pursued a mortgage diligently, and otherwise satisfied all obligations under this paragraph, the deposit shall be returned to buyer, together with all sums on account of the purchase price and extras without interest, and neither party shall have any further rights or liabilities he[redacted]er". We satisfied the obligation to apply to [redacted] Mortgage (twice) and attempted to secure funding from other lenders for over twelve months with no success and therefore the contract is null and void. We were cooperative with Toll Brothers and all the lenders throughout the process. Pursuant to Toll Brothers own language in the Agreement of Sale, upon our inability to secure a mortgage and further upon Toll Brother’s termination of the Agreement of Sales, Toll Brothers was required to return our deposit of $80,000. We believe the initial refusal and Toll Brothers continued refusal to return the deposit represents bad faith conduct toward us, both as borrowers and purchasers.Desired Settlement: That Toll Brothers refund our deposit in excess of $80,000 because we could not secure financing in the 45 day period. We satisfied all our contractual obligations in the "Agreement of Sale" including applying to [redacted] Mortgage twice and being reject by [redacted] and other lenders such [redacted].

Business

Response:

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.###-###-####

Consumer

Response:

[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]

Review: [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] S[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,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: [redacted]

Review: I contacted [redacted] Security regarding issues with the security system they installed in my home. I have been paying on-time and my account with them is current but I have never received assistance regarding poor service with the alarm system. The companies own records show that the account is not active DESPITE the fact I have been paying in full for over a year. I have contacted both [redacted] as well as their local contractor to resolve this issue and I have NEVER received so much as a phone call, email or postal mail addressing the issues.Desired Settlement: I would like to cancel the contract that I have with [redacted] Security ASAP.

Consumer

Response:

I am focusing my complaint on [redacted] Security located in [redacted], PA. I looked up this company on the Revdex.com website and the "Toll Brothers" option was the only one. Toll Brothers is the builder of the home I own and they offered a contract to have [redacted] install and monitor a security system. I signed this contract and hae been making regular payments in-full and I have not received anything resembling customer service from [redacted] or their local contractors in my area after trying to contact them by email and phone for well over a year.

Business

Response:

Review: We bought a brand new house from Toll Brothers Dallas in Feb 2012. Even before we closed the house we brought up the side yard water drainage issue to Toll's notice. The water from the rain would not drain off properly and keep the whole side yard area wet and mushy. This was also pointed out by our inspector and captured in his report. Toll Construction manager Jamie S[redacted] and Project Manager Jay S[redacted] assured us that if the area continues to remain wet, they will fix the problem even after closing. We trusted them and closed on the house.

For the last 2 and half years we have had to live with this poor drainage problem. It has increase to such an extent now that we are facing mosquito and other bug problems due to the continuous wet condition of the soil and building of algae. We have made numerous attempts with Toll for getting this problem resolved. Have also shared a picture time line showing the gradual deterioration of the situation and the side yard. However, Toll has refused to take responsibility.

In Jul of this year, Toll finally agreed to look into the problem and suggested to get it inspected. Toll representative promised to get an inspection done by an independent third party contractor that was not working with Toll to ensure things are worked in a unbiased manner. However, Toll went back on their word and continued to push for an inspection through their own surveyor so that they can control things which was unacceptable to us. Toll has implemented the side yard water drainage fix for almost 40 houses in my neighborhood and not initiated a single survey or inspection by a contractor in any of these houses. I have checked this with 3 neighbors of mine across the street. In an additional house across the street, Toll implemented the fix even before the house was sold.

The surveyor inspection is simply Toll's ploy to keep things under their control, get the surveyor to say what Toll wants and be free from their responsibility to fix the issue. They have been employing a similar strategy to get out of their responsibilities in the case of other issues as well that they need to fix in my house. The pictures of water standing in the yard is sufficient to understand that there is a problem and you don't need a surveyor for this.Desired Settlement: 1. Toll must apologise for the 2 and a half years of mental pain and suffering this side yard water drainage problem has caused my wife and I

2. If Toll wants to conduct a professional inspection, they must get an independant third party vendor who is an expert in these kind of problems and also give us a sensible explanation of why the pictures show standing water in our yard throughout the last 2 and a half years

3. Toll must fix the problem and treat us like the rest of their customers that they fixed the exact same problem for (around 40 houses)

Business

Response:

September 19, 2014Dear [redacted]:This letter will serve as Toll Brothers response to the above referenced complaint. In his complaint, [redacted] has raised concerns with the drainage of his side yard. By letters to [redacted] dated August 12, 2014, August 15, 2014, and September 18, 2014, Toll Brothers offered to inspect [redacted]'s side yard to determine whether any drainage issues exist. My letter dated August 15th details the specific inspection that our contractor, [redacted] Surveying Company, a Registered Professional Land Surveyor, would perform. To date, however, [redacted] has refused to permit Toll Brothers to proceed with the inspection because he does not want a Toll Brothers' contractor performing the inspection.The terms and conditions set forth in the Home Builder's Limited Warranty provided to [redacted] at closing provide that, upon notification of a warranty claim, Toll Brothers has the right to inspect the complained of conditions. Specifically, subpart B of Section VI (Procedure to request us to perform under this Limited Warranty) provides that:YOU must give US and any third parties acting on OUR behalf reasonable help in inspecting, investigating, testing (including destructive testing), monitoring, repairing, replacing or otherwise correcting an alleged CONSTRUCTION DEFECT. Help includes, but is not limited to, granting reasonable access to the HOME or COMMON ELEMENTS for the forgoing purposes. If YOU fail to cooperate or provide US reasonable access to the HOME or COMMON ELEMENTS, WE will have no further obligation under this LIMITED WARRANTY.Unfortunately, because [redacted] will not permit Toll Brothers to complete an inspection of the side yard with our contractors, we are unable to take further action with regards to his warranty request. We remain able and willing to complete the inspection, however if [redacted] will not permit Toll Brothers to inspect his side yard with our contractors by Friday, September 26, 2014, we have told [redacted] that we will initiate arbitration proceeding to resolve his warranty request.Thank you for your attention to this matter. If you require any additional information, please let me know,Sincerely,Wendy K.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

October 24, 2014Dear [redacted]:This letter will serve as Toll Brothers' further response to the above referenced complaint, including the reply letter dated October 7, 2014 from [redacted]. We incorporate by reference the response to [redacted]'s complaint that we sent to you on September 19, 2014.[redacted] continues to refuse to permit Toll Brothers to complete an inspection of the side yard with our contractors. Pursuant to the Home Builder's Limited Warranty, we are therefore unable to take further action with regards to his warranty request. We are in the process of initiating an arbitration proceeding with [redacted] and Associates, Ltd. (“[redacted]") pursuant to the terms of Section VIII of the Home Builder's Limited Warranty to resolve this dispute. The Home Builder's Limited Warranty specifically provides that [redacted] is the arbitration service provider.Thank you for your attention to this matter. If you require any additional information, please let me know.Sincerely,Wendy . K[redacted], Esq.

Consumer

Response:

Review: [redacted]

Nov 20th, 2014Dear [redacted],This letter serves as a response to the letter received from Toll Brothers dated Nov 11th 2014, also included in the Appendix. Toll Brothers and [redacted]’s recent letter confirms the fact they Toll is backing out of the current arbitration process initiated through Revdex.com after initially engaging.Through multiple letters sent to me directly and through Revdex.com in the last three months, [redacted] has communicated far too many times that she is initiating the arbitration process through [redacted] and Associates, Ltd but has failed do so. This clearly shows her and Toll’s lack of earnestness in resolving the problem.Lastly, the poor drainage in the side yard problem was reported before closing the house and is not a warranty related problem. The inspector had clearly pointed it out as a construction defect which was not in line with the quality promised to us and thereby breach of contract and trust. Technically and legally, this must be dealt outside of the warranty process.[redacted]’s lack of action, failure to keep her commitment of a third party inspection, absolutely no justification for conducting a survey by a company that does not do grading and avoiding to answer a single question raised by me clearly shows how she continues her and Toll’s policy of ignore-delay-deny. Toll is not interested in resolving the customer problem as they know they are at fault.Regards,[redacted]

Review: I purchased a Toll Brothers home in 2005. Since then, I have had consecutive problems with the poor construction of the home. Some issues include: 1) bad plumbing causing water damage/ black mold in ceiling between main level and basement. 2) Plumbing repair- leak from 3 level bath into 2nd level family room. 3) water leak damage around 2 windows. 4) water leaks from roof into bedroom on 3rd level. 5) exterior ac unit placement. 6) ac unit electronic control failure. 7) door locks failure. 8) drywall repair as a result of plumbing/ water damage. 9) poor landscape tree planting, resulting in a damaged driveway (roots from tree are pushing up driveway asphalt). 10) Additional problems resulting from poor design and construction. I have addressed these issues with Top Executives in the mid-Atlantic region and the response was negative. These issues have not been addressed and will continue to be ignored.Desired Settlement: I do not want the company to do the repairs as I do not feel they have the integrity and skills to do a satisfactory job. Therefore I am willing to research and find the best contractors/ repairmen to resolve these issues. Once the issues are resolved, I request that I be reimbursed for the cost of these repairs by Toll Brothers, Inc.

Business

Response:

[redacted],

We are in receipt of the aforementioned complaint #[redacted].

The files for this particular case are currently stored off-site, and we will need time to retrieve them. Additionally, the 2 people who are intimately knowledgeable of this case are both on vacation this week. For these reasons, we respectfully request a 5 day extension for our response, so that it can be addressed fully and to the best of our abilities.

Thank you for your understanding.

Business

Response:

Review: Through deceptive business practices, Toll Brothers and its affiliate, [redacted] require the purchase of alarm system installation/monitoring services from its affiliates during construction of a new home. This is non-negotiable. The customer is required to sign an agreement to have the [redacted] system installed and monitored for a period of three years. After that time, it is automatically renewed by [redacted] for an additional period of two years. The customer can only cancel the service between 31-60 days prior to the expiration of the contract. No notification is provided, no renewal options are given to the customer prior to the automatic renewal.Desired Settlement: Termination of service

Business

Response:

I would like to provide the following in response to **. [redacted]’s complaint that [redacted] Security and Toll Brothers require the purchase of an alarm system and monitoring service during the construction of a new home. This statement is not accurate. When buyers go through their option selection process, they are given the choice to have an alarm system installed in their home. Toll Brothers will install the alarm system AT NO CHARGE to the buyer contingent upon a three year agreement for monitoring with Toll Brother’s subsidiary, [redacted] Security. If a buyer does not wish to have monitoring with [redacted] then Toll Brothers will not install a free alarm system. This is not mandatory option in any way and the customer is only required to sign an agreement for monitoring IF they choose to have the option included in their home at no cost to them.

Review: We purchased a home from Toll Bros in [redacted], Colorado. Since the purchase of the house we have had numerous problems with the quality of work and personnel. Our most recent issue revolved around having our wood floors replaced. Several months ago we expressed concern about the wood floor that was installed. By a third party it was determined that the wood was a manufacturer defect. Going forward with the project we were told it would take about two and a half days to complete. Once the floor was ripped out we learned that the wood was glued to the sub floor which resulted in the sub floor being too damaged to proceed until it was also replaced. Carpenters were then called in.

At the close of day two I walked into my home to find portions of the sub floor replaced and portions simply ripped out. This meant there was a large section of the kitchen that I could look down and see the concrete in my basement. My house had also been zoned off by plastic to help prevent dust getting everywhere. I was unable to access the study, living room, dining room, pantry, cabinets, all appliances, the kitchen sink and veggie sink and all food. At this point my husband called the Project Manager, Joel N[redacted], to express our concerns about safety and the extended inconvenience. Our home was now a construction site. We wondered why some kind of assistance or accommodations weren't offered. Joel's response to my husband stated "well we are GIVING you a new floor." Apparently Toll Bros has forgotten that we bought this house from them. And even upgraded and paid more for the wood that we have . They have also forgotten that we are not the ones who said the floor needed to be replaced. We only asked if the product we had in our house was correct. We did not want our home to be turned into a construction site. It wasn't until this time that Joel offered us some kind of help.

On day five we finally had floors to walk on and the plastic torn down. At this time we also discovered that at some point during "construction" they had tripped a breaker which turned off the freezer in our garage. All the food has been thrown out. During this time my husband and I both had to take vacation days from work and shift our schedules around. Toll Bros did not care what we were having to do to accommodate them. They clearly were also not concerned with any type of hazard they were creating in our house.

The project is still not complete. As of now we contractors scheduled to come to our house through next Thursday. That means a two and a half day project is turning into a 9 business day project.

We feel like this is a case of us vs them. We have never felt any sense of any advocacy from Toll Brothers. The entire experience with this company has been horrible.Desired Settlement: Toll Brothers needs to rectify all issues and provide us with the service we deserve. We invested a lot of money with this company and the entire experience has been an absolute nightmare. The local leadership (Joel N[redacted]) in Denver is unsatisfactory, lacks timely responses and never follows up to ensure projects for our house are completed on time and to our standards. In addition, the regional leadership (Mark B[redacted]) is not engaged, lacks timely follow up and seemingly is unconcerned with customer satisfaction and quality. There is a consistent sense of an unprofessional attitude portrayed when dealing with these two regarding matters of customer service and repairs. We have lost all confidence in this company and don't trust them to fulfill their business promises.

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

Review: I was told on several occasions that I was #1 on the list to purchase the model condo apt.([redacted] MODEL) if and when it became available only to find out upon my recent inquiry that the unit was sold by the site manager and was out of the sales managers control on the date sold.I was told by the sales manager that she spoke with the site manager and the president of Toll Brothers NE operations of how upset I was.From what was told to me they basically said that it shouldn't of happened.They are aware that I have both phoned and visited the sales office in Fishkill NY over the past 2 years checking on availability.They have a list that they do not adhere to to my dismay.Desired Settlement: They should adhere to there list and not circumvent it.They left me with a negative opinion of Toll Brothers in general and I wouldn't think about doing business with them in the future.The consumer should beware of there tactics.Them destroyed my dream of purchasing a new condo.

Business

Response:

November 7, 2014Dear [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

Consumer

Response:

[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]

Review: [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,

Business

Response:

While it is not what [redacted] is looking to hear, our response has not changed. The unit [redacted] is referring to has been sold and title transferred to another purchaser. There are similar models available to purchase and we'd be happy to discuss those with [redacted].

Consumer

Response:

[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]

Review: [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,

Review: Toll Brothers built my house and I closed on it in January 2003. In speaking with the builder while they were building my house, he indicated that the lining underneath the siding would be completely covering the house to ensure proper installation of the siding. This year, after a wind storm, a piece of the siding fell off of my house and I noticed that this lining was not actually underneath my siding at all as was initially indicated. I took pictures of the siding and filled out a warranty request form with Toll Brothers directly, but have not heard anything at this point. The lawyer who originally closed on my house suggested I contact you for some help in getting this resolved as I feel it should be fixed even though my 10-year warranty ended in January, as this was a case of the initial installation process not being completed properly.Desired Settlement: I am looking to have this issue repaired at no cost to me as it was not installed properly as was explained by the builder.

Business

Response:

Meant with [redacted] at his home with our siding contractor this morning. And as a curtsy to [redacted] for being a long time Toll homeowner. We replaced the fallen siding on his house. [redacted] was very happy and was going to contact the Revdex.com to recall his complain.

Review: I bought a home from Toll Brothers in November 2012. The Sump Pump in my home runs all the time, at the rate of twice or three times a minutes; water is rushing into my sump pit at an unbelievable rate (today, march 14, the pump kicks into action every 20 seconds non-stop, 24/7, as it has ben doing for the last week or so). This goes on with or without rain, with or without snow melt, in summer and in winter; it slows down sometimes to a rate of once every few minutes, then resumes again at the rate of two to three every minute. This creates a huge mess in my backyard as well as in my neighbor's backyard, makes my basement totally unusable (because of the constant hum of the pump), and puts a strain on my power bill; MOST OF ALL, this creates a huge risk of flood in my basement. Indeed, as soon as power goes out for a few hours, or my pump breaks, I am at risk of having my basement flooded, my belongings damaged, and mold spread throughout my home. This for a brand new home from a builder of luxury homes!

I have notified Toll Brothers of this situation repeatedly, they have attempted to fix it by extending the pipe that drains water away from my home (which made absolutely no difference). I have brought this matter to the attention of the Consumer Protection Division (CPD) of the Attorney General of Pennsylvania. The CPD wrote to Toll Brothers asking for a response; first they did not respond; then when the CPD wrote them again and gave them a deadline, they said that the sump pump works well, which is not what I am objecting to.Desired Settlement: I want Toll Brother to accept responsibility for selling me a defective home, to accept responsibility for failing to disclose the defect to me prior to the sale, and to make the necessary repairs that are needed to protect my home from the constant danger of flooding. I am not sure what causes this situation: is it the location of the home? the level (height) of the home? the way water is diverted around the home? the way water is collected and channeled into my sump pit? whatever it is, I argue that this is a major defect, and that it is the responsibility of the home builder to fix it. I bought a home in good faith from a reputable home builder, I had to borrow a lot of money to buy this home, and I believe the seller has a responsibility to deliver a home in good condition or to make the necessary repairs to bring it up to good condition. Failing all this, I request that Toll Brothers take their home back and give me a refund.

Business

Response:

Dear **. [redacted]:We are in receipt of your letter dated January 31, 2014 and the Complaint enclosed therewith which was filed with your office by **. *. [redacted]. We note that you directed your letter to Toll Brothers, Inc. We are responding on behalf of Toll PA VIII, L.P., the entity that sold **. [redacted] his home.Upon learning of **. [redacted]’s concerns relating to the sump pump, Toll Brothers arranged for the pump to be inspected by both the Toll Brothers construction manager for the community, as well as by a professional plumbing company. The pump was determined to be functioning properly. The results of the inspection were communicated to **. [redacted] via letter sent June 18, 2013, a copy of which is attached for your reference.As mentioned in the June 18 letter, despite the facts that (1) the sump pump was operating effectively and as intended, and (2) the function[redacted]ty of the sump pump is an item that is not covered by the Home Builder’s Limited Warranty provided to homeowners, in an effort to ease **. [redacted]’s mind and as a courtesy, we extended the sump pump line further away from **. [redacted]’s home.Toll Brothers deems this matter concluded, as the home was delivered to **. [redacted], as represented, with a working sump pump (which in fact continues to operate properly).Please feel free to call me should you have any questions.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:April 1st, 2014Dear [redacted]I hereby acknowledge receipt of your letter of April 1st, in which you convey to me Toll Brothers’ reply to my grievance, via their attorney. I thank Toll Brothers for taking the time to reply, and I thank you very much for giving me the opportunity to rebut their reply.As [redacted] points out, I did submit a complaint with the Office of the Attorney General’ Bureau of Consumer Protection (BCP). The reason I am resubmitting this matter to your consideration is that Toll Brothers failed to answer my grievance in the BCP complaint. If I complained that my window is broken and Toll Brothers answered that my door works fine, you wouldn’t consider that to be a v[redacted]d response. Likewise, if I am complaining that water is rushing to my basement at an alarming rate all year around, under rain or shine, summer and winter, day and night, telling me that my pump works fine does not address my grievance. A sump pump is designed to pump rain water that may occasionally find its way into the perimeter of my home whenever it rains or snow melts; what my sump pump is de[redacted]ng with is a constant flow of water from an unknown source (water table? Spring? Underground drainage?).This issue poses several problems, including such minor issues as the cost of running the pump and the inconvenience of the pump running constantly in the basement, making it unusable; most of all, this situation puts our home in a constant danger of being flooded. To give you an idea: Today, April 1st, 48 hours after the last drop of rain has fallen on our home, our sump pump kicks on every 15 seconds (not minutes, seconds). In January and February, at the height of the polar vortex, when the temperatures were stuck in the teens for days on end and the snow was frozen solid, our pump was running every 25 to 30 seconds; it was not draining any rainwater nor any snow melt, but was draining water from deep underground, that stayed warm. The flow of water into my sump pump is so big that we are at the mercy of a pump breakup, or a power outage; we have installed a backup pump, which is battery operated, but it is incapable of keeping up with the flow of water (battery operated backup pumps have limited capacity, by design). If we get a power outage of an hour or so, my basement will get flooded. Whenever I hear of a storm to the area, I go out and rent a gas-powered pump, to use in case our power goes out or the pump breaks.Toll Brothers did dispatch the construction manager and the plumber last June to inspect the situation. They were smiling broadly through the whole tour and raving about how nice the pump was, oblivious to my repeated reminders that I am not questioning the qu[redacted]ty of their pump but the qu[redacted]ty of water drainage around my home. They claimed at the time that the reason for the rush of water into my basement was that water was drained near the home and was cycling back; consequently, they offered to extend the drainage pipe to prevent water from cycling. Their explanation does not hold, and I told them so: my backyard and my neighbor’s backyard were completed swamped with water coming out of my sump pit; half of my neighbor’s (very large) backyard was a muddy mess that is totally unusable; clearly, water is not cycling, but staying outside. Nevertheless, Toll Brothers went ahead and extended my drainage pipe towards the easement at the back of my home. As I was expecting, this made absolutely no difference; water is still rushing into my sump pit at the same rate as before. But it was a clever move, since it resolved the grievance of my neighbor, who was complaining that his backyard was swamped with water from my sump pump.What I respectfully request:• That Toll Brothers stop playing games and address the real issue that I am complaining about, namely the drainage of water around my home (and not the qu[redacted]ty of their sump pump).• That Toll Brothers acknowledge that this situation does constitute a defect in the home, and that because they sold me the land and the home, they bear responsibility in this defect.• That Toll Brothers work with me, in good faith, to find a solution to this defect. The one-year warranty of Toll Brothers means nothing to us if it does not mean that we are covered for such serious defects, which have serious implications for the usability of our home.I am not sure what is the nature of the problem, nor how to solve it. As far as I am concerned, it could be that Toll Brothers built my home on a spring, or that they built it in the middle of a water table, or that water from the neighborhood is being drained near my home, etc. The only people who know the nature of the problem and its solution, because they excavated the land and they built the home, are the construction crew of Toll Brothers. I kindly request that they give this matter their attention, and address it in good faith.Thank you very much again for giving me the opportunity to make my case, and best wishes,,, Sincerely,