Toll Brothers, Incorporated

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, months after we moved inBottom 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 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!

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

IN response to [redacted] complaint, please find the supporting documents in connection with the following explanation:I've attached a portion of the Agreement of Sale for [redacted] home which sets forth in paragraph the understanding that verbal requests were not binding [redacted] *** went through a series of option selections where he approved on multiple Exhibits (Exhibit B') the items he wished to have included in the construction of his homeConversely, the cancellation of any option is also required on an Exhibit to remove any selection no longer desired (Exhibit C)A copy of the Exhibit B where the alarm option was selected is attached, signed and dated 03/17/There were no Exhibit C's signed by [redacted] to authorize the removal of this option and subsequent monitoring contract although an example of one he signed for a different option is included to show this process was understood by the buyerWhen [redacted] purchased his home he was offered an alarm system at no charge contingent upon his signing up for (3) Three Years of monitoringThe terms were clearly defined in the attached monitoring agreement and initialed by [redacted] in February of where he accepted the three year commitment As a policy, Toll Brothers sales managers are not incentivized on the sale of the alarm contracts in any wayDespite the fact that [redacted] failed to honor his commitment Toll Brothers has agreed to release him from his contract and this cancellation has already been processed

We have listened to our homeowner’s complaint regarding his A/C unit and have been diligently working to ensure that the properly sized unit is installed in his home Third party test results, such as the ones provided by [redacted] and the company our homeowner contacted (for which we reimbursed the homeowner’s costs previously) have many varying factors that can obscure the results inaccurately In addition to reviewing these tests in detail with our licensed HVAC contractor, the local building department agreed to our request to re-review the initial permit approval to ensure nothing was inaccurately stated and/or overlooked in regards to the tonnage calculations for this home We are awaiting the final results from that review We have done all of this even though the home’s system is heating and cooling per the Standards of Performance and building codes with which we are required to comply with As always, we stand behind the quality of our homes Should it be proven that the licensed subcontractor we hired to complete the calculations and install the HVAC system of this home has made a mistake and/or has calculated the tonnage inaccurately for this home, we stand by rectifying the problem at no cost to our homeowner

November 5, face="Times New Roman" size="3"> Via Electronic Uploadl Better Business Bureau, Inc Attention: [redacted] Re: [redacted] ; Consumer Complaint No: [redacted] Dear [redacted] ***: This letter will serve as Toll Brothers response to the above complaint Toll has addressed [redacted] ’s allegation many times over many years [redacted] fails to disclose that she defaulted under her agreement of sale and released all claims in a Settlement Agreement Notwithstanding, Toll worked with [redacted] for years to put her in a better position and ultimately, as part of the Settlement Agreement, relieved [redacted] from substantial financial obligations Thank you for your attention to this matter If you require any additional information, please let me know Sincerely, Chris N [redacted] Division Vice President CN/dm

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

November 15, 2017Dear [redacted] ***:This letter will serve as Toll Brothers' further response to the above referenced complaint.Homeowner raises additional concerns in his response that were not part of the initial complaintToll Brothers has previously responded to homeowner on these items, conveying that they are not covered under the Home Builder's Limited Warranty administered by [redacted] .Toll Brothers stands by its previous responsesIf the homeowner does not agree with Toll Brothers' position, he may submit a claim under Home Builder's Limited Warranty that is administered by [redacted] pursuant to the dispute resolution procedure set forth in the warranty.Thank you for your attention to this matterIf you require additional information, please let me know.Sincerely.Mike MSrProject Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

February 26, 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] communityThe 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 levelIn 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 itOur 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 ***’s situation, there would not have been the damage caused had the hose bib be properly winterizedThis was explained to ** [redacted] when I spoke with him on 2/and visited his home on 2/and in a subsequent telephone conversation with [redacted] , Division Vice President also on 2/No further action will be taken by Toll Brothers If you have any questions or concerns with regard to the [redacted] case, please contact me at ###-###-####We appreciate the Revdex.com’s assistance to identify and help resolve this homebuyer’s concern Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The proposed remediation plan and "fix" is not in accordance with the initially proposed fix by their own independently hired expert, Dr [redacted] Their proposed remediation plan was incredibly limited in scope, so much so, that had we not hired our own independent mold remediation company and contractor we would have missed 60% of the pervasive mold issues throughout our home I solicited bids for independent remediation and they ranged in price from $100k - $300k+ and proposed timelines were 30-days for remediation and rebuild Toll outlined a proposal that cost them $17k (acknowledge that they receive preferred volume pricing) and estimated it would take them a week to complete the process.Toll is offering a band-aid solution to something that is much more pervasive than they are willing to address I'm insulted and ashamed that they will not stand by the quality of their design and craftsmanship My issue is not an isolated issue and it is well documented to have affected numerous homes in my community I will not rest until my home is restored and I am made whole Regards, [redacted] ***

This matter has been resolved with the homeowner The project manager met with the homeowner and an agreement was reached to fix the nail pops in the family room and repaint as needed as part of the homeowners’ 30-day warranty list submittal All other nail pops will be identified by the homeowners in their 11-month warranty list and they will be fixed at that time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Builder's document showing rainwater flow (as indicated by red arrows) is against slopes of the grading and is clearly wrongA corrected grading flow patterns is shown in the attached documentAlso, I have documented my responses as to why the builder's statements are incorrect about fence/mulch.Clearly, as shown in the attached document, faulty grading of the terrain is leading to convergence of rainwater in the middle of backyard -- leading to stagnation of water Regards, [redacted]

My name is Steve N [redacted] and I am the Customer Care Manager for Toll Brothers in Northern California **and *** [redacted] recently submitted their concerns to our customer care department I reached out to them today via an email in the hope that they have availability to meet with me sometime this week or next so that I can view their concerns first hand and determine whether or not their concerns are covered by the home warranty or the California performance standards I can update you further once we have had a chance to meet This home was originally sold in August of and purchased by **and *** [redacted] in I have attached my email and the request that was submitted by them Sincerely, Steve N***Toll BrothersSenior Customer Care Manager

Dear [redacted] ***, I write to you in response to the recent complaint we received from your officeThank you for bringing this issue to our attention As of today, August 3rd, we believe that Toll Brothers has mitigated the concerns of our customers, [redacted] and [redacted] ***On Tuesday, August 2nd, a senior management team met with [redacted] and [redacted] at their home to discuss their issueBased on the outcome of this meeting we believe that [redacted] and [redacted] are in agreement with the action plan we proposed This plan involves scheduling our trade partners to come to their home to make necessary repairsSome of these contractors had already been scheduled for that same day, Tuesday August 2ndOne of these trade contractors, the painters, was there to specifically address the stucco issueMost of the others are scheduled for Tuesday, August 9th Additionally, we are of the opinion that this meeting provided a good forum for [redacted] and [redacted] to voice other concernsIt also gave Toll Brothers the opportunity to listen and then reassure them of our commitment to resolving these issues We will continue to keep you informed of our progress and or our completion of the repairsSincerely, Richard C [redacted] Toll Brothers, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The original floor was determined to be a manufacture defectHowever, by no means has Toll Brothers truly taken ownershipWith the response you have provided you yet again show me that you do not take our concerns and your constant errors seriouslyAt the time of my original complaint the finishing touches had not been completed on the new floor installThe following week we noticed there was something off with the new floorAt 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 inchI 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 solutionThis is absolutely unacceptable that a "luxury builder" would attempt to pull the wool over our eyes like thisSo 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 inToll Bothers of course did not address this issue because they constantly try to blame others for their errors and refuse to take ownership for anythingMy complaint also asked for an apologyYour response was a round about way of apologizing at best When the subfloor was torn out apparently there was damage to a supporting beamThis resulted in Toll Brothers bringing out their engineer to evaluate the issueI do appreciate the thought of needing to bring out an engineer to look at my houseHowever, 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 beamWhere are we with this matter? I was told the beam needed supportIs 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 houseAll trust in Toll Brothers has been lost and we intend to ensure that they are accountable to the expectations outlined by sales and warranty contract(s) and values outlined on the Toll Brothers company website Regards, [redacted]

Dec 16th, Dear [redacted] ,This letter serves as a response to the letter received from Toll Brothers dated Dec 5th (included in Appendix A) in relation to complaint no [redacted] (included in Appendix B) registered with Revdex.comMy wife and I appreciate Revdex.com’s role in the arbitration process between Toll and us, the home owner, in regards to our complaint that included multiple issues and instances resulting in breach of agreement of sale and engaging in malpractices by Toll BrothersWe appreciate the response from Wendy K [redacted] but unfortunately it is far from being sufficient in absolving Toll Brothers from its wrongdoingsMsK [redacted] is either not aware of the correct facts, is being misled by her Dallas office and has shared absolutely no credible evidence to back her storiesOn the other hand she has tried to share information which is irrelevant and not connected to my complaints and tried to confuse the issues associated with my complaintIn this letter, we are providing detailed information supported with evidence on each of the specific issues that Ms K [redacted] has addressed in her letter:Gutters Response from Home OwnerMsK [redacted] has provided absolutely no evidence to support her theory about Toll Brothers actually installing 5” gutters in our houseShe has simply made a statement without any factsOn the other hand she talks about the dream home event special about a 4” round downspout being installed in our home and provided evidence in the form of a signed exhibit to support thatMy suggestion to her is to read my complaint again and confirm for herself that my complaint is not about the front elevation guttersOr maybe she has thrown this unnecessary information at us to simply confuse the issue and the people reading about it.Kindly refer to Exhibit A below as evidence to support the fact that Toll Brothers actually installed 3” gutters as opposed to 5” as agreed upon between us in the Exhibit for building specifications signed by Toll (included as Exhibit B below)Please refer to the ‘Exterior’ section of Exhibit B which contains details on Gutters/Downspout size that Toll must install If required I can submit pictures of each gutter/downspout installed in our home that will confirm the fact that it is not 5” in sizeAlso, I can share details of other houses where Toll installed the 5”/6” gutters/downspouts, but I am sure Toll already has access to this information.In regards to the gutter/downspout in the front elevation of the house as brought up by MsK [redacted] through her Dream Home Sales Event Exhibit, I would like to update her that I do not have a round downspoutThe round look was not consistent with the rest of the gutters/downspouts installed in the house and I had asked Toll to change it to make it consistentKindly refer to Exhibit C below, an email exchange between Toll and us in regards to the changing of the downspoutPlease refer to Exhibit D below for pictures of the downspout in the front elevation of the building This is a clear example of how well MsK [redacted] is knowledgeable about the construction of my house and what really went on during the building process [redacted] Rating of HVAC System / Additional charge for upgraded system Response from Home OwnerOnce again, MsK [redacted] is simply making a statement in a hope that it will stick and has provided absolutely no facts or evidenceThe simplest way to respond to MsK***’s claim will be to provide a copy of the AHRI certificates for the two systems that clearly show that the systems installed by Toll were not indeed seerPlease refer to exhibit E and F for details of the certificate which prove the fact that Ms K [redacted] is stating incorrect factsThis information was obtained from Toll’s HVAC contractor, [redacted] services and was also corroborated with the HVAC service record for my house from ***I must mention here that neither Toll nor [redacted] were willing to hand over the service record for my houseKindly speak with [redacted] from Revdex.com, Dallas about the long ordeal we went through to procure this service recordWe wonder why Toll/ [redacted] services was not forthcoming at all [redacted] can be reached at [redacted] / [redacted] ***’s (Toll’s HVAC contractor) service record for my house can confirm the specs for both the HVAC system and the AHRI’s certificates above confirm the lesser [redacted] rating for those specsIn Jun of 2012, when we complained about the cooling on the 2nd floor, Toll upgraded the system to ton and seerWhen I brought the (seer) issue of the downstairs HVAC system to ***’s attention, they suggested to change the coil and make the downstairs system to [redacted] at no costI will be happy to share the email exchange with [redacted] to support the aboveWhatever changes/suggestions Toll/ [redacted] may have made after closing, the fact remains that at the time of closing (Feb 23rd 2012) both the HVAC systems were not seerAs the specs were less than what we were promised and paid for, this is tantamount to fraud.Kindly refer to Exhibits G & H below for exchange of emails between [redacted] and me and letter to Toll Brothers on about the above issuesIt was also not easy to get the AHRI certificates from [redacted] as you will see from my email exchange (Exhibit I) below showing lack of sincerity and the need to hide the details on the part of ***While MsK [redacted] has shared a great story about the changing [redacted] ratings, it lacks truth and factsIn this part of my response (to HVAC issue), I will attempt to provide true facts backed by evidence that MsK [redacted] will not be able to refuteWhen we were in the process of signing up with Toll Brothers, they were offering [redacted] air conditioning (as pointed out by MsK [redacted] in her letter)The deal we had with Toll Sales Manager was to upgrade this to [redacted] air conditioning and pay $extra towards thisOnce again, this was towards upgrading the air conditioning (AC) unit onlyKindly refer to Exhibit J below confirming this factKindly speak with Toll Brothers Sales Manager – David B [redacted] to confirm this factYou can reach him at ###-###-#### / [redacted] @tollbrothersinc.comAlso, for your understanding, let me explain that this AC seer rating is different from a matched AHRI seer rating for the HVAC unit as a wholeA matched rating takes AC unit (Condenser), Evaporator Coil and Furnace specification into consideration and comes up with matched seer rating with an attempt to make the whole system even more energy efficient.Taking advantage of home owner’s lack of knowledge on this subject, Toll decided to go ahead with [redacted] AC units (not even as per the standard specs) and cover their base by putting the AHRI rating in front which was not as per our contractPlease refer to Exhibits E & F above where the AHRI certificates show a seer rating of the AC (cooling) unitsAt this point in time, we were not even aware of anything like this was happeningOur neighbor, who signed with Toll just two months after us asked for the same AC upgrade from TollHowever, in his case he was told that the seer HVAC system is being implemented by default (which was obviously through the AHRI assessment process) and there is no paid upgradeSometime in Nov of I asked Jay S [redacted] , then Toll Project Manager, details about the HVAC system that they were installingThat is when I learned about Toll installing a matched system to get seer rating but the AC unit was still not going to be seer alone I then asked MrS [redacted] to provide details (model noManufacturer, etc.) of the standard seer that they typically provide and the upgraded seer that I was paying forThis is the time I learned what Toll was doing and I questioned Jay as to why I was paying the $for the upgrade to seer Kindly refer to Exhibit K below providing details of my above communication with MrS [redacted] I then checked with my neighbor, who was also building with Toll at that time and he confirmed that there is no seer upgrade and it was standard specs for Toll and he was not paying anything extra for the matched seer systemThis is when we felt completely cheated and defrauded by Toll Brothers and we expressed our disappointment and unhappiness with MrS [redacted] , who admitted the issue and agreed to return our money taken for the upgradeHis exact words to me were ‘I just want to do the right thing’Please feel free to speak with Jay S [redacted] at [redacted] / [redacted] @tollbrothersinc.com I will be happy to provide contacts details of my neighbor if required.To summarize, Toll Brothers did not install seer AC units, they did not even install AHRI matched seer HVAC systems as a whole at the time of closing and they definitely did not install seer AC units as listed in their standard specificationOn the other hand, they tried to charge us extra for which we were getting nothing more in returnBy saying that when the code requirements were changed to seer, Toll Brothers provided a credit for the upgrade, MsK [redacted] has put things in a very simplistic manner and chose not to share the experience of uncovering Toll’s deceit and the struggle we went through to make it happenChimney Response from Home OwnerI have personally spoken about this issue with MsK [redacted] earlier over phone and I am sure she understands very well the problem I reportedHowever, for the record, let me rephrase my complaint so that Ms K [redacted] can respond to it correctly and Revdex.com can understand betterThe brick enclosure in the back elevation of the living room area attached to the Chimney/Direct Vent System was supposed to be as tall as the 2nd floor (18-ft)This is also shown in the final architectural drawings of my house prepared by Toll ArchitectHowever, on the field, the Project manager and Sales Manager decided to reduce the height and save cost without confirming or intimating us, the home owner.Kindly refer to Exhibit L below which shows the back portion of the chimney/direct vent fireplace system in the model home for [redacted] floor plan that Toll had asked us to see before booking There are houses in my neighborhood with the same floor plan as ours – “ [redacted] ” which have the full enclosure and they have not paid extra for it and neither did the standard specs change at the time they were constructingAlso, the full enclosure is not listed as an upgrade/additional option in the list of upgrades of the model home in the pictureI ask that MsK [redacted] see the back elevation pictures of the architectural drawing of my house to understand this betterThese drawings are already with the city so she should have no problem sharing them with Revdex.comMsK [redacted] must also refer to email (dated Jul 29th 2011) sent by then Toll Project Manager, Jay S [redacted] , where he confirmed in writing that they would build my house off of the construction drawings for my houseThe back elevation of the chimney/direct vent wall enclosure was not built as per construction drawings of my house.Delivering less than what the customer paid for and not informing the customer about it or not taking permission is tantamount to fraudAlso, the contract says clearly that Toll is free to make replacements but of equal valueBuilding half the wall enclosure than what Toll was supposed to can’t be considered as a replacement of equal valueSprinkler Response from Home OwnerMsK [redacted] is absolutely right in saying that even if the system was manufactured in Aug 2010, it does not indicate that it was a used system at the time of installation after months of manufacture Unfortunately, MsK [redacted] is not aware of the policies of [redacted] Irrigation (the manufacturer), the process that [redacted] Landscapes (the distributor) follows and the responsibility of [redacted] Irrigation (The Dealer and contractor).I spoke with [redacted] (###-###-####) from [redacted] Irrigation last year in Oct who informed me that if the product is older than year it should not have been sold to meI also spoke with a representative at [redacted] Landscapes ( [redacted] ***) who confirmed that typically the product does not stay on their shelf for more than a monthConsidering Riverside Irrigation works with multiple builder for new installations, it is hard to believe that they would have stock which is months oldMy irrigation system died on me and when I opened it up, this is what I saw – I am sure as per MsK [redacted] the battery in the above picture may seem to be brand newConsidering the sales policies of [redacted] and the distributor and the look of the system, it is evident that this is a used system that was taken out of another house under warranty and installed in my houseWhen I shared this experience with [redacted] at [redacted] irrigation, he was apologetic on behalf of the dealer/contractor and sent me a brand new irrigation controller to make up for this poor experienceRevdex.com is free to check with my neighbors the date of manufacture of their irrigation systems and things will become even clearerI will be happy to provide their contact details.All the above stated issues clearly show that Toll Brothers defrauded us, gave us less than what we signed up and paid for and installed a used irrigation system in our homeMALPRACTICES BY TOLLLot Size Response from Home OwnerOnce again MsK [redacted] has not addressed the problem but given unnecessary info to confuse the issue and people reading thisI suggest MsK [redacted] must read the complaint again which clearly states that ‘Toll misrepresented the dimensions of the Lot size of the house in their marketing material provided to us’The issue is not about what we signed and what we got, it’s about what was shown during the sales process which was different than what we saw after weeks into the sales process as we were ready to decide.Kindly see Exhibit N1, N2, and N below, marketing material which shows the depth of my lot (no87) as ft as opposed to ft in the final contract / lot placement document Our experience with other Builders including [redacted] and [redacted] Homes was different in this regardsTheir marketing collateral mentioned the exact lot size which was consistent with the Lot Placement documents shared with usThis is an industry standard.This discrepancy in lot sizes and our disappointment over it was brought to the attention of the then Toll Sales Manager in an email (Dated Apr 23rd 2011) sent by my RealtorThis was also shared by me in person with then Toll Project Manager Jay S [redacted] on Jul 28th at 11:15amDuring our meeting, MrS [redacted] was apologetic and assured that he will fix this discrepancy going forwardWater Heater Response from Home OwnerMsK [redacted] is once again putting things in a simplistic manner as if Toll was already doing what was right and still accommodated our request for tankless water heatersUnfortunately it was not as easy as MsK [redacted] is making it out to be.According to Building specification provided by MsK [redacted] in her letter, Toll was to provide 1- Gallon water heater for homes up to ½ baths and -Gallon water heaters for homes with BathsThere was no mention about the water heaters to be tank or tankless in the specificationsFirstly when we paid for heaters why would Toll install only a single heater without even informing us of this cut? Secondly, if Toll was replacing our existing water heater, it should have replaced it with a system of equal function which was not the case.Our home has ½ bathsOne gallon/minute tankless water heater (that Toll was replacing our 2-Gallon heaters with) would not have been sufficient as tankless systems have a limitation when it comes to simultaneous operation of water outlets in the houseKindly refer to Exhibit Obelow which is a brochure from the manufacturer that shows whole house simultaneous bath use for both GPM and GPM tankless water heatersThe brochure shows that in winter, the GPM tankless water heater would support only ½ bathIf the kitchen tap is on or the washer is on, the water flow would drop even further and not support even bathConsidering we have ½ bath, a single water heater would not have been sufficientThis brochure was sent to Toll Project manager, Jay S [redacted] on Nov 17th in an emailToll neither consulted us nor informed us about their decision to put a single water heaterThey simply installed it and assumed we would be okay with itAs usual, we had to fight this out with Toll and push to get a 2nd water heater installed that we had actually paid forPlease refer to Exhibit Obelow that contains email exchange between me and the then Toll Project Manager, Jay S [redacted] , wherein, I refused to accept a single tankless water heaterFor Toll, the math is simple, tankless water heater along with its cost of installation is equivalent to cost of tank water heatersHence, it was more of a cost decision vs what was really required as per the noof baths Also, I will be happy to shares address of Toll homes in our neighborhood where Toll has installed tankless water heaters for a home with only ½ baths which is against their own theory of sufficiencyDouble Doors Response from Home OwnerPlease refer to Exhibit Pbelow which confirms that the door between master bedroom and master bathroom in the standard [redacted] floor plan used during the sales process were indeed double doorsPlease also refer to Exhibit Pbelow which contains the 1st floor plan with customization that MsK [redacted] mentioned in her letter but failed to shareYou will see that the door between Master suite and master bath is not marked as a changePlease also refer to the notes in Exhibit Pthat states the changes made to the standard floor plan and you will see that that there is no mention of changes to the door between master suite and master bathSurprisingly, even though there were no changes made by us to the door in the standard floor plan, Toll conveniently changed the double door to single doorA sneaky move that would save them money and they know that the home owner is not going to check every door in the plan and compare it with the standard floor plan.Kindly refer to Exhibit Pwhich contains an email (Dated Apr 19th 2011) from Toll Sales Manager, David B***, where he confirmed that the doors between master suite and master bath will be double doorsBut he conveniently did the opposite in the floor plan drawings at the time of execution of the agreementOnce again, unlike the way MsK [redacted] is suggesting in her letter, we had to fight it out with Toll to get the double doors which were part of the standard floor plan and paid for by usDuring my meetings with then Toll Project Manager, Jay S [redacted] on Jul 28th, I brought this point up and asked Toll to fix this issueToll did not do us any favorsLinen Closet Kindly refer to Exhibit Qbelow which confirms that the Linen closet was there in the standard Glenwyck floor planThis was the floor plan used during the sales process by Toll Brothers Sales ManagerKindly also refer to Exhibit Qthat shows the 2nd floor plan with customizationThe customization of upstairs bath is clearly marked and explained as ‘Adjust Location of Additional Bath’There is no mention of changes to the specification of the Bath as to what it should contain and not Toll Brothers sneakily removed the linen closet from the bath which we realized laterSince the linen closet was part of the standard floor plan and already included in the base price of the house that we were paying, Toll should have included it in the final floor plan and not removed it sneakilyThis was brought to the attention of the then Toll Project Manager, Jay S [redacted] , in our meeting on Jul 28th and asked that he fix this issue You will also see that the upstairs bath in the original floor plan had a double vanity which was included in the base price of the houseToll Brothers again sneakily removed it and changed it to a single vanity, which, as usual we had to fight it out later to include For every change that we made to the floor plan, Toll Brothers charged us a hefty price for itUnfortunately, while making the changes and revising the floor plans, they sneakily took out the basic amenities that came as part of the standard floor plan and were included in the base price of the home including Double Doors in Master Bath, Linen Closet in upstairs bath, double vanity in upstairs bath, replacing water heaters with 1, etcetcThis is just how Toll Brothers Dallas operates and when they get caught and are asked to fix things, people like MsKeane write about it as if Toll did a favor since they did not even charge to make these changes.MsK***’s letter contains no substance, she has provided absolutely no evidence to support even a single statement in her letter and is definitely not aware of what happened during the construction processShe is simply providing information given to her by the management in Toll Brothers Dallas office who are only interested to save their neck and do not care about what is right or wrongOn the other hand, she shared unnecessary information and exhibits not connected with my complaint to further confuse the issues and people reading it and digress from the main subjectI have raised several issues related to Toll’s unethical way of conducting business and quality of construction with several folks in Toll Brothers Dallas office and its Pennsylvania HQ but not even once have I received a call from Toll’s customer support/customer satisfaction department to follow up on these issuesAll they do is put their VP, President, Project Manager, Attorney in front to handle theseIs this how a listed company works with it customers? Does this in any way show sensitivity and sincerity on the part of Toll Brothers to resolve genuine customer problems? I wonder what Toll has to say about this.Regards,

A general letter was sent out to numerous resident pet owners requesting them to register their pets with the leasing office This letter was sent to [redacted] in error The $ pet fee was never charged to her account and her payment of $was partially applied to rent to cover an error in billing in the amount of $leaving a credit balance of $which [redacted] applied to the following month’s rent We will be contacting [redacted] to review the specifics of this situation and resolve any outstanding questions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Thanks a lot for [redacted] stopped by on Thursday to inspected those items/complaints, but so far, no item has been fixed/repairedNeed to wait for repair works/ and actual complaint to be addressed Regards, [redacted] ***

On 8/a meeting was held with our warranty staff to go over the outstanding issues so we could ensure that everything was addressed quickly and efficiently On 9/an email was sent to Mr [redacted] asking for his availability to have the remainder of the work completed during the week of 9- We are currently awaiting his 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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]