Toll Brothers, Incorporated

We have reached out to *** *** to meet this week and review his concerns
Thanks, *** S*** - AVP Toll Brothers - Raleigh Division

The light in question has been replaced and is operationalThis was done at the builders expense

I have had the opportunity to review the "rejection" that was recently submitted on this matter. Toll Brothers re-iterates its initial response, and remains ready, willing and able to perform as set forth in that initial response. I encourage the complainant to reach out to his Project Manager so that Toll Brothers can discuss this matter further and be provided an opportunity to attempt address the concerns that have been identified.
There is also an Alternative Dispute Resolution provision in the agreement that the complainant has with Toll Brothers. While we prefer to discuss this matter with the complainant in further detail to see if we can work out any issues, we also are able to arbitrate any disputes that exist. It may make more sense for the parties to meet prior to pursuing arbitration. Thank you again for the opportunity to respond to these issues

[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 the facts stated in my original letter are accurateWe officially applied with *** twice through the formal *** Application Questionnaires
that outlined our financial position and determined our requirements for a mortgageI have attached the acknowledgement from *** that they received the formal
questionnaires and pulled our credit report as part of the decision process to determine if *** could accommodate our requirementsIn both instances *** did not have a productSince we have always been transparent throughout the "Agreement of Sale" process outlined by Toll Brothers I have also resent the following details to *** S***.
- *** Qualification Questionnaires
- Our stated borrowing requirements to buy the house- email confirming that *** did pull a credit report through the formal process and my conversations with *** and full disclosure- the house was eventually sold at a minimally reduced prices based on the market
Through 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,back from Toll Brothers. We did not breach the agreement of sale or the mortgage clause and we satisfied our obligation to apply with ***. 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,
*** ***

July 21, 2015Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: Complaint ID: *** (***) ***Follow-upTo Whom It May Concern:
We are in receipt of the follcorrespondence regarding the above referenced complaintPlease be advised that our project team has reached out to Mr*** in an effort to schedule an inspection of his home the day before or the day of closing to confirm no damage was caused to the home following his final walk-throughIf there are any further questions please feel free to contact me at ###-###-####, extRegards,
Andrew S***
Division President

We stand on our prior responses and we plan to continue to work with *** *** and her counsel

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,
*** ***

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

Please accept this written repose from *** *** claim of not responding back to their claims.Toll Brothers was trying to get the management company and *** and Toll brothers all together on a conference call to discuss their issues and all get on the same page to put together a action plan to help resole these claims.We were all able to get together on a conference call and discuss with *** her issuesWe all agreed to try to work out these issues together.At this point, Toll Brothers and the Management Company for the Regency at Fishkill Homeowners Association are working directly with *** ***.*** agreed to let us work together on their issues.Thank you,Toll Brothers, INCRobert D***

To whom it may concern,We have discussed the matter with the homeowner and have scheduled an electrician to determine the source of the problem with the pier light.The homeowner was satisfied with that information.We will continue to work with the homeowner until the matter is
resolved.Thanks Mike M***Project ManagerThe Meadows at Marlboro Ridge

Toll Brothers takes customer service seriously. As such, we have been working with *** *** and her attorney on a resolution of her claim. We intend to honor our contract and warranty. Thus, we believe that we will reach a resolution with *** ***. Jonathan
M***Vice President and CounselToll Brothers, IncGibraltar RoadHorsham, PA 19044Phone: ###-###-####***@tollbrothers.comwww.tollbrothers.com

After reviewing this situation we have confirmed that a credit is due to Mr*** This error is a result of a miscommunication and is being corrected immediately. On 8/22/a credit of $was applied to Mr***’s accountWe appreciate this situation being brought
to our attention and we apologize for the inconvenience and delay in getting this resolved. If Mr*** has any additional concerns or questions please have him reach out to us for assistance. Thank you

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

See Attachment

Ms
*** ***
"">The Revdex.com
K Street NW
10th Floor
Washington, DC 20005-
Re: Complaint #***; *** ***
Dear Ms***,
It was a pleasure
to speak with you briefly on April 14, 2016.
Kindly allow this letter to serve as the response of Toll Brothers to
the complaint that was filed by *** ***.
Toll Brothers does regret that Mr*** has felt the need to reach out
to your organization for assistance where we have been working with him to
address his concerns
Mr
*** writes to you with two primary concerns.
First, Mr*** has expressed concern with the humidity in his
home. It would appear that Mr***
attributes the concern he has with the humidity in the house to the grading of
the property outside of his home. Even
though any correlation between these issues has not been established, Toll
Brothers has agreed to perform remedial work on the grading of Mr***’s
home. This work will commence on or
about May 6, 2016. Because there is no
guarantee that this will address Mr***’s concerns about the humidity in his
home to his satisfaction, it is recommended that Mr*** utilize a
dehumidifier to help achieve his comfort level, and that he property condition
the home depending on the seasonIt is
also recommended that once the grading work is performed that Mr*** not
walk his dog on the newly installed sod until the turf has established itself. The walking of a frequent pattern in fresh
sod can actually alter the grading features.
Second,
Mr*** also wrote about his concern with the color of a new cabinet
door. In an effort to appease Mr***,
Toll Brothers did order yet another new door for his kitchen cabinet. As the home is several years old, there is
simply no guarantee that the color of the new door will be an exact match to
the color of the current cabinets as Mr*** desires. No doubt the color of the wood will lighten
or darken over time, depending on its exposure to light rays. Even individual pieces of wood from the same
wood species will change color differently over time. When the new door arrives, Toll Brothers will
explore whether it could be switched with a cabinet door that is in a less
visible place in the kitchen. Regardless
of our inability to perfectly match the color of any wood, Toll Brothers has
agreed to order a new door as requested by Mr*** in his complaint to you
Please
feel free to call on me should you wish to discuss this matter in further
detail. Thank you for providing Toll
Brothers the opportunity to investigate and respond to this complaint
Sincerely,
David W
S***

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

Thank you for sending a recent message regarding the disappointment experienced at a wedding hosted at *** at *** *** (***). Unfortunately, Toll Brothers does not own or operate the clubhouse at *** as it is owned and operated by the Member controlled board of the
Home Owners Association (HOA). The HOA has secured a third party management company to oversee the food and beverage operation known as *** *** That being stated, we can provide you the following contacts who can help the individual who has submitted the complaint *** ** *** General Manager *** @ *** *** Owners Association *** *** *** Haymarket, VA *** O: ###-###-#### ***@***-management.com *** *** Director of Food & Beverage O: ###-###-#### ***@***.com Should you have any additional questions, please do not hesitate to reach out to me at ###-###-####. Maurice D***

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the r***onseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Below is the text from our response to ID ***This letter will be mailed out to our buyer on July 25, Thank you
Kindly allow this letter to follow up on your letter dated July 7, regarding your request for warranty work to be performed related to brick masonry, yard drainage and
garage framing deflection
As indicated in your letter, Toll Brothers consulted with a structural engineer and performed an inspection of your home on November 11, During this inspection the brick veneer, the yard drainage and the garage door beam were inspected
The brick veneer was observed to have some shrinkage cracks and/or mortar separationsIt was noted in the report and confirmed by Toll Brothers that these separations were not structural in natureAccording to the Standards of Performance the warranty coverage for masonry veneer walls is for a period of year after settlementTherefore, the brick veneer cracks and/or mortar separations are not covered under warranty
The perimeter drainage of your home was observed and was not believed to be contributing to the brick settlement cracksA recommendation was made to make adjustments to the downspout drainage extensions and to the grade along the home to provide additional drainageThe Standards of Performance state that the warrantable period for grading and drainage is for year after settlementTherefore, the drainage on your home is not covered under warranty
As identified at the inspection on November 11, 2013, the garage header over the 16ft garage door is the plan specified 5-1/4”x14” PSL headerThe Standards of Performance cover deflection in structural wood beams greater than inch in 10ftTherefore, since the beam is installed per plan and does not exceed this tolerance, there is no warrantable action
If you have any questions regarding the issues described above please call me at ###-###-####