Toll Brothers, Incorporated

[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: ***
I am rejecting this response because:
Regards,
*** ***

[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: ***
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 #on the list
Regards,
*** ***

Toll Brothers has reviewed and reminded our 3rd
party answering service what the correct information is to pass out to
homeowners and what the cut off date is for which houses are being handled by
*** *** and which by Toll Brothers.
This will hopefully help to avoid confusion on future calls, and provide
better immediate direction to homeowners.
We wish we could have helped this
customer more and had the information that they were looking for

We stand by our initial responses to the Complaint, and will not respond further. Thank you

While it is not what *** *** is looking to hear, our response has not changedThe unit *** *** is referring to has been sold and title transferred to another purchaserThere are similar models available to purchase and we'd be happy to discuss those with *** ***

August 20, 2014To Whom it May Concern:This letter will serve as Toll Brothers response to the rejection submitted by *** *** on August 14, Toll Brothers disagrees with *** ***,At closing on March 4, 2005, *** *** was provided information and documentation relating to the Toll Brothers warranty process and the warranty coverage for the property, which is extended in the *** Home Builder's Limited Warranty ("Warranty")The Warranty, along with Standards of Performance and a Home Care Guide are provided to all Toll Brothers homeowners at the time of closing to assist homeowners with the care of their home.As stated in my letter of June 3, 2014, Toll Brothers performed maintenance on the shower and determined such maintenance resolved *** ***'s concerns.Our position remains the same as outlined in my letter dated June 3, 2014.Sincerely,Michael BProject Manager

November 5,
Via Electronic
Uploadl
RevDex.com, Inc
Attention:
*** ***
Re: *** ***; Consumer Complaint No:
***
Dear
*** ***:
This letter will serve as Toll
Brothers response to the above complaint.
Toll has addressed *** ***’s allegation many times over many years. *** *** fails to disclose that she
defaulted under her agreement of sale and released all claims in a Settlement
Agreement. Notwithstanding, Toll worked
with *** *** for years to put her in a better position and ultimately, as
part of the Settlement Agreement, relieved *** *** 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***
Division
Vice President
CN/dm

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me. My chief complaint was with the unprofessional communication from Aaron C***. The answering service was very pleasant to deal with. I am glad that the answering service will now be able to give customers the proper response and, hopefully, prevent these unprofessional communications from happening
Regards,
*** ***

[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: ***
I am rejecting this response because:Thanks a lot for *** 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,
*** ***

January 14, 2015Dear *** ***:This letter will serve as Toll Brothers' further response to the letter from the homeowner dated December 16, The homeowner continues to claim that Toll Brothers breached the Agreement of Sale by not meeting the specifications or engaging in other "malpractices." As you know, Toll Brothers disputes these allegations and incorporates by reference the response previously sent to the Revdex.com on December 5, 2014.We have submitted the warranty claims related to the HVAC system and the side yard drainage issues to *** for arbitration pursuant to the arbitration procedure contained in the *** Home Builder's Limited WarrantyUnfortunately, the homeowner has refused to proceed with arbitration before *** as was agreed to, and required in, the Agreement of Sale and the *** Home Builder's Limited WarrantyAccordingly, Toll Brothers has withdrawn its arbitration demand with *** due to the homeowner's refusal to proceed, and now considers those warranty matters closed.With regard to the additional claims set forth in the homeowner's newest complaint, to the extent these claims constitute warranty claims, the homeowner should proceed with following the procedure set forth in the *** Home Builder's Limited Warranty for arbitration, as required in the Agreement of Sale at paragraph 11(a)To the extent the claims are not warranty claims and relate to alleged breach of contract or deceptive trade practices, the homeowner should proceed with the arbitration procedure as set forth in paragraph 11(b) of the Agreement of Sale, requiring arbitration through AAAIn either case, we do not consider the Revdex.com to be the proper forum in which to present evidence and arbitrate these disputes, and will therefore refrain from engaging in any further point by point rebuttals with the homeowner in this context.As always, Toll Brothers has made a good faith effort to be courteous and responsive to our homeownerUnfortunately, it appears that the parties simply disagree on these mattersIf and when the homeowner chooses to initiate either or both of the aforementioned arbitration procedures, Toll Brothers will respond in further detail and with the appropriate evidenceIn the meantime, I do appreciate your attention to this matter, and remain willing to provide any additional information you require.Sincerely,Wendy K

My house has been extremely humid since I moved in in October of I have mentioned it to the past and current project managersOh yes we will look into it and nothing happensIn their documents they mention that the grading will drop 6" in feet where possibleOn one side of my house it drops of an inch in feetBoth my wife and I suffer from Arthritis and find the humidity levels unacceptableI filed this complaint on March and for some reason you closed it while the problem has yet to be addressed by the builderI have been complaining about this problem since October of with no action from the builderI need your help!selectDesired Outcome: If I can't get this problem fixed within a reasonable amount of time I will go for a refund of the purchase price of my houseI have had far too many problemsSome still remain unresolved
a kitchen cabinet door was cracked on the inside when installed back in I closed on the house on September 30,The door was finally replaced about a month agoHowever the color does not match the other doorsWhen I saw the door I asked that it not be installed because it didn't matchit was installed anywayI asked that a new door be orderedThe project manager was reluctant to reorder the doorI insisted and this is what he sent me in an e-mailPlease see the below response we have received from the cabinet manufacturer regarding the corner wall cabinet that was replaced in your kitchen: “The color difference is because the new door will need to age to catch up to the existing cabinetYou can “speed” the aging process by putting the door in direct sunlight or fluorescent lightingAny door we send at this point will need to age.” This is in line with what our previous discussion was regarding the doorWe are not going to be able to re-order the door at this time due to the above circumstances.Desired Outcome: I want the door replaced by one that matches the others in the kitchenI asked for it to be replaced early enough within the warranty period

November 8, 2017Dear *** ***:This letter will serve as Toll Brothers' response to the above referenced complaint from our homeownerToll Brothers is sorry to hear that the homeowner is not happy with their homeToll Brothers stands behind our homes, however, Toll and its subcontractors have
determined that the HVAC unit is operating in accordance with the manufacturer's instructions and therefore willnot take any further action regarding the HVAC unit.If the homeowner believes that there is a defective condition that is covered under Home Builder's Limited Warranty that is administered by *** *** *** *** ***, the homeowner can submit his claim with PWSC and we will respond accordingly.Thank you for your attention to this matterIf you require additional information, please let me know.SincerelyDavid ADivision President Toll Brothers

I appreciate the response from Toll regarding the soundproofing levelThey taught me that the building was constructed to meet a level of 50, which, according to my research, is woefully insufficient for soundproofingThe recommended level is 65- 75, which implies their standards were inadequate for a “luxury condominium” (which is their misleading term)I regret having signed the agreement stating the condo would not be soundproofHad I known the ramifications, I certainly would not have signed it, nor would I have bought the unitI am disillusioned and dissatisfied with the substandard quality of my homeStructural remediation to improve the soundproofing would help restore my appreciation for Toll Brothers construction

[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: ***
I am rejecting this response because:
I agree that we are proceeding to arbitation In order to keep this case open until the arbitration hearing occurs, I am rejecting the response If there is a better way to keep the case open I am happy to do so
Regards,
*** ***

July 16, 2015Revdex.com K StNW, 10" Floor Washington, DC 2005-3404RE: Complaint ID: *** (***) ***To Whom It May Concern:We are in receipt of the above referenced complaintIt is our position that we are in compliance with the Agreement of
Sale in scheduling the pre-closing orientations in early September and settling on the home in early October.Mr***’s home will be ready for settlement in September and the pre-closing orientations were scheduled according to when the home will be ready for deliveryMr*** requested his closing be pushed back into October, which Toll has accommodated, however, there is no need to push the preclosing orientationsBy inspecting the home in early September, when the home will be completed, it will enable the building team to make any necessary adjustments to the home in ample time for closing in October.Once any required adjustments are completed, as identified in the pre-closing orientation, and verified as completed by Mr*** at the final walk-through, the home will be lockand be ready for settlement in October,In the event, Mr*** would like one final inspection of his home the day before or the day of settlement to confirm there has been no damage to the home, Toll Brothers will be happy to accommodate such request-If there are any further questions please feel free to contact me at ###-###-####, ext202.Regards,Andrew S*TOLL Bros., INC.Division President

We are working with the ***s on their wood flooring, cabinet drawer faces and the roof. The flooring vendor has an appointment on 7/and the roofer/framer on 7/8. The cabinet drawers in question are not available in the style that the ***s wanted due to their small size. We are researching to see if the *** where charged for a drawer upgrade and if so how much. If they were charged, we will refund them. We have and will continue to address any concerns the ***s may have

[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: ***
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 wellAccepting the response that caulk would keep the shower from leaking would be foolishAs 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 fineThis response is typical of what we have experienced from the beginningI have purchased new construction homes from *** Homes and ***I had a positive experience with both builders Warranty issues were promptly addressedI 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,
*** ***

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

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***