Toll Brothers, Incorporated

Review: Problem 1: Hidden nails can be found anywhere has carpet installed. Kids already got injured by the nails. Contacted construction manager, when they send the contractor to investigate the problem, this is what the contractor said from our recorded conversation: "This is the way we install the carpet, the nails are very common and could hurt people". I'm wondering why they leave the nails there even they know it could hurt us. The nails are not just a few, it's a lot. Later on I found more than ten nails within twos steps of the house backstairs. The house has carpet installed in five bedrooms and backstairs, we have to keep kids away from most of the carpet areas to avoid them get hurt again.

Problem 2: Two vents in Master bedroom were installed right above the bed, whenever A/C starts, we can feel strong air and woke up everyday feel very dry. We can't sleep well.

Problem 3: Light switch in one of the room installed behind the door and need to close the door first to turn it on after people enter the room. In the evening, it's very difficult to locate the switch after you enter the room and closes the door.Desired Settlement: They need use contractors who know how to install carpet and won't have dangers exposed to re-do the carpet job. They need to move the location of the two vents in Masterbedroom and the switch in the other room.

Business

Response:

We have reached out to [redacted] to schedule a time to inspect his concerns per his request.

Thanks, Ryan S[redacted] - Toll Brothers, Inc.

Review: purchase a home with Toll brother. Toll brother contracted with [redacted] to provide alarm services. [redacted] hires [redacted] to install the alarm. Now I would like to switch company as my alarm contract with [redacted] is up. They refused to help me. The new alarm company said they need an "Installer Code" in order to override the original installer code or this new company wants to charge $215 for putting in a new panel. I don't need a new panel, just the code. [redacted] said they don't have it. I called [redacted] Alarm, left over 10 messages over 3 months time. No one has called back. Contacted [redacted] again & they said they can't do anything but give me a rded number to [redacted], in which no one ever picks up the phone.Desired Settlement: Need the original Installer code or pay the fee of $215. in which I have to pay the new company for a new panel.

Business

Response:

Our company does not program lock out codes, our standard installer code was in fact provided to [redacted]. [redacted] on 7/24/2013 at 3:43:39 EST (along with the manufacturer's normal default codes) so her statement of our refusal to help her is false, particularly since she canceled her contract with our company and services were terminated in January of 2013. In addition to providing her with what those standard codes are, we also tried to reach out to [redacted] Alarm on her behalf, as they were the originall installation company despite her no longer being contracted for our services. Beyond this, we have no authority over what another company wants to charge a former subscriber whose alarm we have not monitored in over six months nor do we have any way of knowing if anything may have affected the panel during that time since we were providing service.

Review: Toll Brothers is the parent company of [redacted] located at [redacted] Phone: [redacted]. I applied for a rental home on-line and was charged $450 on February 17, 2013 in order to submit the application for me, my boyfriend, [redacted], and niece, [redacted]. [redacted] advertises a "$99 move-in" special on their website. Since [redacted] is owned by Toll Brothers I was confident I was dealing with a reputable business. I thought they would either not charge my bank account more than the special price or they would give me a credit of the difference from my rent payment.

I went to [redacted] in person the following day to look at the rental homes and meet with a sales person. After spending several hours working with the sales person, [redacted], and the manager, I chose a home and move-in date but my application was then denied. At that time I requested a refund. [redacted] told me if you apply on line you aren't eligible for the $99 special, even though that's where it's advertised. When I complained he said he had to talk to the manager about it. Then he said I would receive a refund but it could take up to 30 days because all checks are written from the Toll Brothers' home office in **.

On Monday morning, March 11, I called [redacted] and spoke to [redacted] to inquire about the status of my refund. He said he would check on it and call me back. I waited all day and he never returned my call. I called again that afternoon and he said he would speak with management and call me back. Again, no call back. I called several times the next day but didn't get to speak to [redacted]. I was told he was busy, another time he was in a meeting, another he wasn't in the office. Each time I was assured he would return my call but he never did. I called again and was able to talk to [redacted] the following day. He said the reason I had not received a refund was because he forgot to request it. He assured me he put in the request and was sending it for approval. He said the request would be sent to the home office in ** and they would send me a check. I asked if there was someone in accounts payable I could speak to and he said no. I asked if he could give me the name and number of someone I could contact at the home office in ** and he said no.

I am definitely getting the runaround with [redacted], [redacted], and Toll Brothers. I haven't received a refund or even a return phone call.Desired Settlement: Resolution of this issue with [redacted] and/or Toll Brothers amicably and promptly. I want a refund of the $450 deducted from my bank account by [redacted] on February 19, 2013 without having to take further action. Below is a copy of the transaction record from my [redacted] checking account showing the amounts withdrawn by [redacted].

Posted Transactions

Date Description Withdrawals / Debits

02/19/13 [redacted] LP Rent [redacted] $50.00

02/19/13 [redacted] LP Rent [redacted] $50.00

02/19/13 [redacted] LP Rent [redacted] $350.00

Totals $450.00

I have recently seen many complaints on-line about [redacted] management and how they conduct business; most of the complaints are from [redacted] tennants. Toll Brothers has a good reputation; if they aren't aware of how [redacted] does business they should look into it and correct it.

Business

Response:

Review: I am one of the homeowners in the [redacted] at [redacted] subdivision, [redacted], NC. We bought our home from Toll Brothers in October 2007.

Since we moved in the home, there were all kinds of problems of water accumulation and soil erosion in and around the drain in front of our home. After a number of tries, the construction manager at that time, found a solution. It involved a perforated pipe surrounded by stone chips and a filter fabric around it. The system worked perfectly fine since mid-2010.

In early July, 2013, I was traveling to China and was waiting at an airport to take the connecting flight while I received a call from Mr. John P** of Toll Brothers. He explained that he needed to work on the drain in front of my lot the same day. The purpose was to comply with Wake county requirements. I was very hesitant to agree because the drain was working fine for some time after a lot of initial problems. Mr. P** promised to take care of the problem to my satisfaction once I return.

While I was away, Toll Brothers removed the drainage system described earlier (perforated pipe surrounded by stone chips and a filter fabric around it) and regarded the area. Their “repair” work left a drain that is very deep and unusually steep. Every time it rains it collects water. As such it is nonfunctional and unpleasant.

I have written to Toll Brothers repeatedly about the situation, requesting a remedy. The only explanation I received thus far is that the NC department of transportation (NCDOT) does not allow the kind of drain installed previously by the Toll Brothers. While, I am not sure what NCDOT's standard for drainage is, another lot in our subdivision (4000 Britabby Court) currently has a larger underground drainage (pipe) installed in front and it is working fine.

As it stands today, the drain in front of my home is very deep, steep, impossible to mow safely, and maintain. After it rains, the water stands the bottom of the drain and nothing grows there.Desired Settlement: I would like the Toll Brothers install a permanent drainage system that is functional, safe and compatible with the overall landscape of the neighborhood.

Business

Response:

Thank youWe will be contacting [redacted] to meet and review his drainage issue.Thanks, Ryan S[redacted]

Review: We moved into our Toll Brothers home in October, 2011. Our backyard has had drainage issues, with a severe swell running through the middle of the yard, since day 1. Our Customer Care Representative, [redacted], agreed at our 3 month and our 1 year home warranty "inspection" they would correct this problem. It has been 22 months now and we are still waiting for it to be fixed. Most recently I sent him and the Project Manager in our neighborhood an e-mail on June 24, July 10, July 24 and August 13. I did not get a response to any of the first three e-mails I sent. After my 4th attempt, I heard back from [redacted] on August 14. Finally, for the first time in 22 months, [redacted] said they are planning to install a french drain. But even in asking questions about when this will take place I am not getting clear answers. And there are 2 other problems they have still not fixed from the 1 year inspection I cannot get a straight answer on.Desired Settlement: I would like for them to finally fix my backyard (and finish the 2 other problems from my 1 year inspection). I would also appreciate an apology since my four kids have not been able to fully use our backyard for almost 2 years now. I do not expect this, but in my line of work if we mess up this badly we would overcompensate with gifts/money/etc. to let the people we have "offended" know how sorry we are for the poor work we have done.

Business

Response:

To Whom It May Concern:

Thank you for notifying us of this concern. The onsite project manager has been in contact with the homeowner, **. [redacted], and we will be working with him to develop a plan to address his concerns. I do apologize to **. [redacted] and commit to resolving his issues in a fair manner. Thank you for bringing these issues to my attention.

Review: My complaint is with [redacted] (a toll brothers’ security company). I purchased a toll brothers model home (an uncommon situation) that closed in July 2013. The home was 7 yrs old and had been used as the show home and office for toll brothers, as such; it was pre-wired and was using the [redacted] service. At the time of purchase (around May 2013) when the home was still the toll brothers office, I was offered a contract to continue using [redacted] for the home, I selected the most basic option, monthly monitoring via the pre-installed MOBILE connection (i.e. no phone line required). Upon taking possession of the home in July 2013 the security system was still active with Toll Brothers security code. Toll Brothers was unable to get the security system reset to a new code. The third party (IWIRE), that toll brothers contracted to do the change was unable to do so and did not have a solution. I contacted [redacted] after 30days of no contact / no solution from IWIRE and following 2 false alarms sent to the Aurora police. I gave [redacted] 30 days to resolve the issue or cancel my contract so I can get a new security company to protect my home. After 60 days there was still no resolution ... I called back and was then informed by [redacted] that not only have they not solved this issue, but the calls made to the Aurora police were over the Toll Brother phone line (discontinued after they discovered it was still active following my first call), not the mobile device. They then told me the homes pre-installed mobile option was obsolete and would need to be replaced at a cost of ~$400. I told them this was not the situation I signed up for, that they have had no way to monitor the home since the Toll Brothers Phone line was deactivated (we don’t use a land line) and they are way past my 30 day deadline. To date they have continued to bill me for monitoring (that is not happing - no phone or Mobil connection). I have had my own wiring company ([redacted]) change the home code, and at that time (MAR 2014) they also discovered that during the office remodel the garage sensors were never installed. I have been continually billed sense July of 2013 and have received no service - I have made at least 4 attempts to resolve this with [redacted] and have been denied the opportunity to talk with any management.Desired Settlement: I want my contract terminated with [redacted], they haven’t provided any service and the pre-installed equipment is defective. Zero my account and delete it. I will have a competent security company rewire and monitor my home but I cannot do that until [redacted] terminates my contract.

Business

Response:

May 29, 2014To Whom It May Concern,in response to the above referenced complaint, please see below for [redacted]s position regarding this dispute.[redacted] did purchase a quick delivery home from Toll Brothers on April 26, 2013, Since this was a model home, [redacted] signed a Sample Home Exhibit A at the same time he signed the Agreement of Sale with Toll Brothers on April 26, 2013. The Sample Home Exhibit A states the buyer has inspected the home and understands the premises were used as a sample house and the buyer understands they are purchasing the home as is." A copy of the Sample Home Exhibit A [redacted] signed is enclosed.[redacted] stated in his complaint he selected the most basic home security option via a preinstalled mobile connection. [redacted] is correct and did select our most basic security service at 25.00 per month. This service does however require a phone line. There is an option underneath of our basic service that states there is no phone line required however this is not the level of service [redacted] selected at the time he signed the [redacted] Monitoring Agreement. There is no mobile device in [redacted]s home.In regards to billing, [redacted] acknowledged on page 2 section 10f the Monitoring Agreement that billing would begin on the date of settlement which is why he has received invoices from us. I have enclosed a copy of this Agreement for you to review.We have been communicating over the telephone frequently with [redacted] in an effort to resolve this matter. Below are the dates we have spoken to [redacted]:• 5/12014 — [redacted] contacted our office and spoke with our Customer Service Manager expressing his concerns. He was not denied the opportunity to speak with management. [redacted] informed the manager he had warranty paperwork (even though this home did not come with any warranty; it was sold as is) and would send it to her. To date we have not received anything from [redacted] regarding the above referenced warranty paperwork he claims he has.• /9/2014 — After contacting the appropriate parties at Toll Brothers and the local servicing company, we called [redacted] leaving a message to follow up.• 5/19/2014We contacted [redacted] to let him know [redacted] would be willing to cover the cost to send a technician to the home, make sure the alarm system was fully functional and replace the wireless contacts in the garage which are missing.[redacted] was happy with the above remedy but requested [redacted] pay for the wireless communicator as well.• Neither Toll Brothers nor [redacted] is able to offer any additional concessions to [redacted]. If he does not want to pay for the wireless communicator, he will need to have a working telephone line in the home for the security system to communicate with the central monitoring station.We hope this information has provided enough to properly respond to [redacted]s complaint, [redacted] has made every attempt to assist [redacted] when he has contacted our office. Additionally, we do not feel as though there has been a lack of performance on[redacted] Securitys part or that our position in enforcing the terms which [redacted] agreed to has been unfair.Should you have any questions or require any additional information regarding this account, please do not hesitate to contact me,

Review: I purchased a Toll Brothers Home a few years ago. We paid very good money for this home to have very good quality of craftsmanship. As part of the process we had our basement finished. During the cold months in early February one of our pipes froze, flooding our basement. I had a plumber come out to the home where he immediately said the problem was caused by the builder having the plumbing on the wrong side of the insulation and that if it was properly done, I would never have had any water issues. I explained this to Toll and their Project Manager's response is that is the correct way to put plumbing on an exposed wall and that they are not at fault.

In my wildest thoughts, I cannot understand how they would consider that proper construction nor could a professional plumber.Desired Settlement: I would like reimbursed for the $1000 for my out of pocket expenses and I would further like the additional repair work to be completed by Toll.

Business

Response:

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,

Review: This issue with [redacted] Security - looks like owner or being operated by Toll Brothers. We signed up for [redacted] security as part of the closing documents from TollBrother house closing. without us knowing we signed for 3 years alarm monitoring agreement with [redacted] security. We honored contract and stayed with [redacted] security. After the expiry of contract they offer better rate and we continued with [redacted] till March 2014 - When alarm monitoring stopped working we called [redacted] security to fix the issues. Our alarm service stopped working for several months prior to March 2014. When we called [redacted] to fix the issues they couldn't able to send technician to fix the issue, and asked us to bear $400 cost to repair ourselves. We waited enough and we had to go ahead and switch to [redacted] security. Sent a written notice for cancellation of service via fax couple of times and finally they sent a bill asking us to pay for liquidated damages for breaking contract . Amount of charges are $351.81, while they sent final bill and a letter they sent us someone else's contract, not signed by us. They put our family at risk by not covering service for few months, they couldn't to fix the service, now they want liquidated damages. They were trying to blame [redacted] with which service was working for 4 years earlier. This is ridiculous on behalf of [redacted] to claim liquidated damages.Desired Settlement: 1. Stop collection notices and cancel the invoice $351.81

2. Refund service fee paid for 6 months at that time service is not working

Business

Response:

August

20, 2014

Revdex.com

of Metro Washington DC & Eastern Pennsylvania

1880

John F. Kennedy Blvd., Suite 1330

Philadelphia,

PA 19103

RE: [redacted] Security Complaint ID#[redacted] To

Whom It May Concern,

In

response to the above referenced complaint, please see below for [redacted]

Security’s position regarding this dispute:

We

were first contacted by [redacted] regarding his concerns that the security

system was not working properly on November 11, 2013. At this time we explained

to him the issue was not with the security system. The problems [redacted] was

experiencing were due to his telephone provider not being compatible with

security systems. [redacted] expressly states their service does not work with

alarms. The larger cable companies make concessions for data and operate

what's called a Managed Voice Facility Network that allows for adjustments in bandwidth

for example, if high traffic volume occurs so that data signals are not

distorted through transmission - Companies like [redacted] do not. They are purely

a voice provider but there are too many variables when they do not make those

types of concessions for data required from security systems. Signals may be

received one day but not another for a variety of reasons so it creates a false

sense of security. When our only job is to respond to an alarm event that

occurs, it's just too great a liability to know that most days we will not

receive a signal from an alarm using [redacted] as a phone provider.

The

monitoring agreement that the customer signed has a specific notation

discussing [redacted] as an unsupported service. I have highlighted the portion of the

contract below that specifically explains the risks of using a VOIP phone line.

The contract the customer signed is also attached in its entirety.4.

Services e. “Subscriber understands that a digital communicator, using standard

telephone lines for sending signals eliminates the need for a dedicated

telephone lines and the costs associated with such dedicated lines. Subscriber understands that

alarm systems require a traditional POTS telephone line for monitoring services

to be CONSISTENT AND RELIABLE. SUBSCRIBER UNDERSTANDS THAT THE COMPANY

MAY NOT RECEIVE ALARM SIGNALS WHEN THE TELEPHONE LINE OR OTHER TRANSMISSION MODE

IS NOT OPERATING OR HAS BEEN CUT, INTERFERED WITH OR IS OTHERWIDE DAMANAGED OR

WHEN ANY NON-STANDARD TELEPHONE LINE OR SERVICE(INCLUDING BUT NOT LIMITED TO

DSL, ADSL, VOIP, ECT) IS BEING USED. Subscriber understands that if alarm

system is connected to the Company’s central monitoring station by radio

frequency or internet connection method such as Voice Over IP, there may be

times when the system is unable to acquire, transmit or maintain an alarm

signal. Such radio frequency and internet methods include cellular or private

radio or through an internet communication facility or internet servicprovider(s). If

a radio frequency or internet connection such as Voice Over IP is utilized, we

recommend Subscriber also uses an additional method of communication to the

Company’s central monitoring services”

Our

records indicate there was not an issue with the alarm system itself, but

rather with the phone provider. If the servicing company had come out, they

would not have been able to achieve any results with an incompatible phone

line. Please refer to the [redacted] website, under their FAQ. There is a reference

to whether [redacted] works with home alarm systems. The answer that is provided

directly from their website states “At this time, [redacted] DOES NOT work with home alarm systems”. Therefore, it is not specifically our system

but all systems and monitoring companies. There are some monitoring companies

that allow the services with a signed waiver showing that they are not

responsible for not responding to the alarm. This is not something that our

company offers because we pride ourselves on the security and safety of all of our

subscribers. We want to make sure that we are responding to any and all alarms

that are received by our central monitoring station. [redacted] Security never

put the Manduva family at risk. Our security system was functioning properly

but unfortunately the telephone provider [redacted] changed to is not

compatible with home security systems.

The

security system installed in [redacted]’s home came with a one (1) year

warranty. When [redacted] contacted our office regarding the issues he was

experiencing, the equipment was no longer covered under the home warranty as

the one (1) year warranty period had expired. We offered to send a technician

out to the home to service the security system however [redacted] declined as

he did not want to pay for the service call. [redacted] Security never

declined to assist [redacted] at any time during any conversations.

We

hope this information has provided enough to properly respond to [redacted]’s

complaint. [redacted] Security has made every attempt to assist [redacted]

when he has contacted our office. Additionally, we do not feel as though there

has been a lack of performance on [redacted] Security’s part or that our

position in enforcing the terms which [redacted] agreed to has been unfair.

The amount due on this account remains at $351.81.

Should

you have any questions or require any additional information regarding this

account, please do not hesitate to contact me.

Best Regards,

Laurie H[redacted]

Operations Manager

Toll Brothers, Inc.

Phone

– ###-###-####

Fax

– ###-###-####

CC:

Account File #[redacted], [redacted], Toll Brothers, 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:

When I took the service back in Dec 2009 I mentioned we have [redacted] service. Service guy said as long as we have dial tone their service works - believing that we took service, it actually worked and continued their service for 4 years. You can see from attached bills and service dates, [redacted] security service was working with [redacted] for so long and stopped working in 2013. When we complained of service disruption, [redacted] asked us to pay for the service call as high as $400 which we can't pay for their failure of service.

Review: I had issues in my condo, and a Toll Brothers employee came to investigate at the end of Sep 2012 (complaint #[redacted]), including removing a piece of the window that made it operable (it no longer is), had a estimation make one of the repairs in November , and said the complaints had been accepted and were now opening a service request. I didn't hear from them for a number of months and when I finally got through I was told they were not allowed to speak to me due to a Title 7 filed by the HOA. I have since been told that all repairs have to go through the lawyers that filed the Title 7, who in turn say Toll is still being given the opportunity to fix issues in a unit before the contractor hired by the Title 7 company. Therefore, it is clear to me that Toll has been negligent in fullfilling its commitment to make repairs to my unit. The issues were approved for repair by Toll and they should have done them by now. Now they say they aren't going to do them. Therefore they are liars and have violated the contract.Desired Settlement: The issues need to be repaired immediately. This is the only acceptable outcome as they are long overdue. Otherwise Toll will refund me for the cost of repair including cleaning and the time I spend dealing with it.

Business

Response:

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

Review: When I build my house with Toll Brothers, they required me to sign on with their subsidiary security company, [redacted], for 3 years. However, they did not disclose that the contract will automatically be renewed for an additional 2 years if I don't contact them in writing 31 days before the contract is up for renewal. This was never discussed at my closing. Now I am stuck for another two years of service.Desired Settlement: I have been with them for over 3 years already and would just like to cancel my contract with them.

Business

Response:

In response to your complaint to the Revdex.com dated 3/20/2013, I would like to provide the following as explanation to the charges and cancellation terms of the monitoring agreement you signed with [redacted]: