Toll Brothers, Incorporated

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

Message from Project Manager (Mike M***) for the *** at *** ***.We have looked into this issue and have determined that the problem is not faulty wiring, but a problem with the light fixture itself.We are working with the manufacturer to obtain a suitable replacement that will last
for a reasonable timeframe.We will have the light replaced as soon the replacement is obtained

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 B
Project Manager

[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:This is no new thing for reps at Toll BrothersThey just show up and expect customers to be ever ready to meet with themMy wife was working on a very important call that day and told me that some people were banging on the door so loud that she had to close the bedroom doors and continued with the callSteve seems to be nice person - more professional, concerned and reasonable.I have sent a long email as a response to his email and hope a resolution will be reached at.The missing retaining fence shows how much "Toll Brothers" care for $$$ over customer securityThey haven't provided any protection on a 25feet steep wall with a walking space of 2ft.........Not sure how their inspectors approved this.... Regards,
Nirmal R***

September 8, To Whom It May Concern:We are in receipt of the above referenced complaintI left a voicemail for *** *** on August 25, and spoke to him on September 8, *** ***' schedule is quite busy over the coming weeks, but will let me know when he has time for us
to meet personally at his home to discuss the issues he identified in his complaintOnce we have met, I will submit a follow up response to the Revdex.com that will outline what was discussed at our meeting.If you have any questions, please feel free to contact me at ###-###-####, ext***.Sincerely,Brian T***
Senior Vice President
###-###-####, Ext ***

Per the complaint #***, this issue has been satisfied; all monies deposited have been refunded and personally received by the customer on February 11,

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

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, 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 closedWith 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

We have reached out to *** *** to schedule a time to inspect his concerns per his request.
Thanks, Ryan S*** - Toll Brothers, Inc

October 17, 2017Dear *** ***,I am writing this letter in response to the recent complaint filed with your office by *** *** ***, who resides at *** *** *** ***, Parkland FL ***.Toll Bros., Incinspected this home on February 8th, following a claim by the homeowner that they had a mold condition which at the time of the complaint was believed to be cause by an excessive duct condensation phenomenon that had been isolated to certain recently constructed home in the *** *** * *** *** communityThis phenomenon was not limited to Toll Brothers and had affected many builders, developers and homeowners in and around the City of Parkland and throughout the South Florida region.The purpose of the February 8th inspection was to determine whether condensation issues were present, and, if so, whether microbial growth was presentA letter discussing these issues was sent to *** *** on February 16, and a copy of this letter included with this response as Attachment AFurther, a more comprehensive response letter dated February 16, was also sent to *** *** which addressed a recent home inspection that had been completedA copy of this response is included as Attachment B.While no condensation was observed to be present during Toll’s inspection, we did observe a mold condition within the linen closet of the homeToll offered to remediate this immediate areaAdditional locations appeared to have a moisture condition, most obvious being the crown molding.During our initial inspection of the attic, we observed that post-closing electrical and low voltage work had been performed in the homeThere were large areas of the attic with missing and displaced insulation, far different than the condition the attic was in at the time of the initial closingToll observed that there were multiple locations that had post-closing electrical work which appeared to present a life safety issue for this home and the family living there, and any person present in the confined attic spacePictures of Toll’s inspection are included as Attachment C.We discussed these findings with *** *** who admitted that this work and the alterations made to the electrical system and attic insulation was not permitted, nor was it ever inspected by the City of ParklandToll advised *** *** that a permit would need to be pulled and the proper inspections would need to take place before Toll could properly remediate the upstairs location.We believe that the sections of missing/displaced insulation caused some of the extreme moisture conditions we witnessed along the crown molding and behind certain sections of the ceiling drywall.*** *** provided a report dated March 13, in which an additional inspector noted exterior stucco crackingThe cracking that was observed was within Toll’s Standards of Performance and within the maintenance obligations and responsibilities of the homeowner.According to the City of Parkland, *** *** successfully passed a final electrical inspection for his original non-permitted electrical work on April 25, 2017.On May 17, 2017, Toll had a restoration company provide an estimate for the upstairs mold remediationThat estimate was shared with *** *** who disagreed with the scope of work*** *** did not allow the remediation work to move forward at that time; yet after much back and forth throughout the summer, **& *** *** met with me at our sales center on August 15, and finally agreed to allow the remediation work to commence, more than three months after Toll’s initial proposalEmail correspondence dated August 9, is included as Attachment D.On or about August 24, 2017, *** *** cancelled the scheduled remediation commencement via a phone call to an assistant construction managerToll is not aware if the *** family took measures in the interim to mitigate or address this situation.Toll stands behind the homes that we build with one of the most robust warranty programs in the home building industryToll would welcome the opportunity to honor that warranty and remediate those areas that fall under our responsibility as we had previously agreed to do with *** ***Thank you for providing us the opportunity to provide this response to the complaint.Regards,TOLL BROS., INC.Damon S.SrProject Manager

BusinessMost Recent MessageDate Sent: 6/7/12:12:PMToll takes customer service seriously, which is why we agreed to a settlement with *** *** that not only relieved her of substantial obligations, but gave her multiple opportunities to cure her defaults Moreover, over the years, Toll has responded to all of *** ***’s complaints to the Revdex.com, state attorneys general, and other consumer organizations At this point, we consider *** ***’s complaints fully answered and closed Thus, we respectfully request that the Revdex.com close this matter and cease opening new complaints from *** *** Thank you for your consideration and anticipated cooperation

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

[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:
When I took the service back in Dec I mentioned we have *** 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 years You can see from attached bills and service dates, *** security service was working with *** for so long and stopped working in When we complained of service disruption, *** asked us to pay for the service call as high as $which we can't pay for their failure of service
We have been with *** for years and why do we have to discontinue service if its working Now they are ridiculously demanding us to fulfill contract which doesn't make sense
So we need damages to be paid for for the period of service we paid and stop notices to us
Regards,
*** ***

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

September 20, 2017Dear [redacted]:We received your letter dated 9/14/17 in concern to a complaint filed by [redacted].We have reviewed the complaint by [redacted] of no sound insulation being installed in the floor system above her unit. The Florida Building Code requires a ceilings floor assembly...

with an STC rating of 50 or greater. The assembly installed in the building met and exceeded the STC rating of 50. All inspections were passed by St John's County building inspectors. The assembly in [redacted]'s home is sound mat, cementitious flooring (floor underlayment), wood subfloor, wood floor trusses, battinsulation within the floor system, resilient channels and gypsum board.In addition, Toll Brothers did not state the unit would be sound proof. [redacted] signed an exhibit as part of the purchase agreement that states “seller does not warrant that Sound attenuation will be sound proof.We will continue to work with [redacted] as best as possible. We have a meeting set with the owner above [redacted]'s unit and will inspect their unit to see if there is anything causing any unordinary sound to be transferred to [redacted]'s unit.Regarding [redacted]'s request to refund the cost of her home, Toll Brothers will not be able to refund the cost of the home.Very truly yours,TOLL BROTHERS, INC.Jeremy HProject Manager

Attached to this email is documentation from our [redacted] Certified contractor [redacted].  First attachment is from our contractor that installed the unit in the home. The second attachment is from [redacted] for the specific unit that was installed. On page 7 I have highlighted the size vent pipe for...

the system used and the max length of the run. 2” pipe fits the criteria. The third attachment us from the US Department of Energy from 2012 on page 15 indicates as well the use of a 2” pipe being allowed. On 2/3/17 we sent our [redacted] certified contractor to [redacted]’s home to investigate his claim. Per our contractor which is supported by the documentation attached the running of the 2” pipe is the correct specification per [redacted] and the US Department of Energy. What was observed is that one of [redacted]’s non [redacted] Certified contractor put the paint can under the elbow of the vent pipe to change the angle of the pipe. In doing this all the hangers for the vent pipe have been broken and it pushed it through the roof a foot breaking the seal at the roof causing a leak, which could have run down the vent pipe back to the furnace and fried his motherboard. It is our belief and the belief of our certified contractor that this is the cause of the problem and is the responsibility of [redacted] and his contractor not Toll Brothers.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Toll Bros does not care about their home owners.  [redacted] Hvac is a certified [redacted] repair  facility and the only Furnace they sell and service is [redacted]. Their certified technician had 13 years experience. KenR[redacted], Toll Bros warranty person [redacted] advised me to get a second opinion about the installation and recommended [redacted].  They inspected the work but did no servicing of the unit. [redacted] foreman was sent by Ken on Feb. 6 came to look at the temporary fix by [redacted] advised me the incorrect pipes were installed; 3, inch pipes were required when three or more elbow joints are used. He was ticrreioet this to Tom. Toll is making excuses for not wanting to repair their faulty installation. I know if two other homeowners with the same issue, one Toll has corrected. My furnace failed in Dec 6, 2026 and a temporary repair made by [redacted] to put the exhaust pipe at an angle so the pipe would not build up with water and shut the furnace down again. [redacted] from [redacted] looked at the issue in 2/6/2917!  [redacted] concurred that the wrong size piping was used and my furnace installation instructions state that 3 inch piping should be used. If I have 3 or more elbows used for exhaust venting. I have since validated this with a call to [redacted]. 
Regards,
[redacted]

July 20, 2017Dear **. and [redacted],This letter is a follow up to our recent meeting and should serve as our response to the Revdex.com for the message you sent dated, 7-19-17. We do appreciate your patience in this matter. As you may recall, [redacted] had mentioned at the meeting, their goal was to attempt to find an upgraded hinge style that had the same pattern as your existing hinge. Unfortunately, their suppliers do not have other hinges that match the Screw pattern. Although we are making our offer below, I will personally make one more attempt to find an upgraded hinge from a different supplier that match the existing screw hole pattern.Based on our internal discussions, we've decided to move forward with everything you've requested at this meeting regarding the cabinets. Please know that we would like to move forward with the cabinets first and work on one issue at a time. When we have completed the cabinetwork, we will then finalize our discussions and proposal on the countertops.We would however like to point out that [redacted] has agreed to replace 4 of the upper doors on the cabinets adjacent to the hood vent and perform various adjustments and touch-ups/clean-up. Based on their inspection and assessment, there was only one door that didn't meet their standards and was deemed to be a "deficiency'. All other items are very common and require an appointment with their service technicians. Regardless, our goal is to meet your expectations and satisfy you as our customer which is why we've decided to do more. I have summarized the items you requested and our offer below:We will replace all cabinet door hinges in your home with new hinges. We will reinforce the pull-out drawers underneath and to the left of cooktop. We will rebuild the drawer boxes and provide upgraded drawer guides for the 2 drawers below the cooktop. We will require your approval and acknowledgement of the smaller boxes to accommodate the larger guides. We will replace all 9 doors and 3 drawer fronts for the cabinetry adjacent to the refrigerator, We will replace the 3 doors and 3 drawer fronts in the hall bathroom. [redacted] has agreed to replace the 4 upper doors, touch-up as needed at 3 locations (under kitchen sink, upper cabinet box seem left of refrigerator and left master vanity at the right side of cabinet box. They also offered, as a courtesy, to install the remaining pulls and knobs that you have purchased.Please know that the process will take approximately 4-6 weeks once [redacted] has been out to measure for the replacement parts.Thank you for your cooperation in this matter.Sincerely,Richard C

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

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Toll Brothers have not addressed the main issue with the complaint.  Main issue is dirt in the ducts that was left over during the construction as  they did not prevent the dirt from getting into the duct.  This has been our complaint from the very beginning.Also, they did not address the faulty vent flap in the cooking range exhaust hood that has weak spring and lot of air blowback on a windy day.Also, they did not address chipping of the hardwood floor that has caused foot injury.In addition, we have called about guest 1/2 bathroom door that does not stay open.  There has not been any response to this from the warrantee group.Another long outstanding item is the grass has had extensive weeds from day one and they have tried to fix it without success.Most importantly, Toll Brothers are ignoring our calls or Emails.  As if either we do not exist or they have disappeared.
Regards,
[redacted]