Toll Brothers, Incorporated

We cancelled the agreement of sale per the buyers request and finalized all paperwork with the buyer on 8/20/16.  Thank you,

Complaint: [redacted]
Nov 20th, 2014
Dear [redacted],
This letter serves as a response to the letter received from Toll Brothers dated Nov 11th 2014, also included in the Appendix. Toll Brothers and [redacted]’s recent letter confirms the fact they Toll is backing out of the current arbitration process initiated through Revdex.com after initially engaging.
Through multiple letters sent to me directly and through Revdex.com in the last three months, [redacted] has communicated far too many times that she is initiating the arbitration process through [redacted] and Associates, Ltd but has failed do so. This clearly shows her and Toll’s lack of earnestness in resolving the problem.
Lastly, the poor drainage in the side yard problem was reported before closing the house and is not a warranty related problem. The inspector had clearly pointed it out as a construction defect which was not in line with the quality promised to us and thereby breach of contract and trust. Technically and legally, this must be dealt outside of the warranty process.
[redacted]’s lack of action, failure to keep her commitment of a third party inspection, absolutely no justification for conducting a survey by a company that does not do grading and avoiding to answer a single question raised by me clearly shows how she continues her and Toll’s policy of ignore-delay-deny. Toll is not interested in resolving the customer problem as they know they are at fault.
Regards,[redacted]

Good Morning,   The wood floors in question have been inspected by representatives of the flooring installer, Floors Inc. and Toll Brothers.  The floor was found to be installed correctly and wearing in a typical fashion for this type of material.  We are willing to have the...

manufacturer of the product come to the home and inspect the product and installation to see if there is further information that can be gained from their experience.  If the customer would like this inspection, please feel free to reach out through the normal warranty channels and ask for this process.  Please let the Warranty Coordinator know that I am authorizing this additional inspection so there is no confusion.    Sincerely,Robert ** P[redacted]Division PresidentToll Brothers, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The email response I received was completely unprofessional and rude.  The answering service on the other hand was completely professional and understanding.  I would never have continued my inquiry with Toll Brothers if I knew the abuse I would receive from Aaron C[redacted].  I understand the information I was hoping for now is unavailable.  That is fine.  I just wish I could have received that information in a timely and professional manner.  My desire is that this never happens to a customer again.  Please see the email responses from Aaron C[redacted] in the attachment.
Regards,
[redacted]

We have met with and reviewed their outstanding concerns.  We are waiting for a date and time (from them) to gain access and address the items we reviewed at their home.  Once we have a date to allow the work to commence it will be completed as discussed. Thanks, [redacted]

December 5, 2014
Dear [redacted]:This letter will serve as Toll Brothers’ r[redacted]onse to the above referenced complaint from our homeowner. The homeowner claims that Toll Brothers breached the Agreement of Sale by not meeting the specifications or engaging in other malpractices. We...

dispute these allegations and r[redacted]ond to each of the specific issues raised in the complaint as follows:1)Gutters - The homeowner claims that Toll Brothers was to install 5” gutters but instead installed 3” gutters. The homeowner entered into an Agreement of Sale with Toll Brothers during a Dream Home Sales Event. One of the incentives offered to the homeowner was to install a 4” round downspout for Front Elevation of the home. 5” gutters were in fact installed on the homeowner’s home along with the 4” round downspouts per the Dream Home Sales Event, which was accepted by the homeowner at the time of agreement. (A copy of the brochure that the homeowner initialed is attached as Exhibit 1).2)[redacted] Rating of HVAC System/Additional Charge for Upgraded System - The homeowner claims that we were required to install but did not install a 16 [redacted] rating system in his home. The Exhibit D (Building Specifications) to the homeowner’s agreement provided that a 14 [redacted] air conditioning system would be installed in the home. (A copy is attached as Exhibit 2, please see page 3). This was the standard specification for our homes at the time. As part of the agreement process, the homeowner chose to upgrade his system to a 16 [redacted] air conditioning system for an additional upgrade charge. After the agreement was signed but before the plans for the home were submitted for a permit, there was a change to the City of Plano energy code, which required the installation of 16 [redacted] rated air conditioning systems. Once the energy code requirements were changed, we provided a credit to the agreement for the full amount of the upgrade cost that would be charged. Toll Brothers installed a system in the home that has a 16 [redacted] rating as verified by an AHRI Certified, Certificate of Product Ratings certification.3)Chimney - The homeowner claims that a “full 1820 t chimney” was to be installed in the home. The Agreement of Sale provided that no chimney would be installed in the home. Please see the attached Exhibit 2 at page 1.4)Sprinkler System - The homeowner claims that a pre-owned sprinkler system was installed in his home because it was manufactured in August 2010. Assuming the system was manufactured then (we have not inspected the home to confirm this date), this is not an indication or confirmation that the system was in fact pre-owned. Furthermore, there is no requirement that a sprinkler irrigation controller be installed within six months of manufacture. We install new products in all of our homes.5) Lot Size - The homeowner claims that Toll Brothers misrepresented the dimensions of the lot size of the home. Exhibit L to the Agreement of Sale (a copy of which is attached as Exhibit 3, and which was provided to the homeowner at the time of purchase) provided that the lot would be 110’ deep. This lot matches the lot size that was confirmed at closing with a survey (a copy of which is attached as Exhibit 4).6) Water Heater- The homeowner claims that Toll Brothers tried to provide less than the standard specifications to the homeowner. Exhibit D to the homeowner’s agreement provided that two 50 gallon energy efficient gas water heaters would be installed in the home. When the City of Plano changed the energy code, Toll Brothers was required to install only tankiess water heaters (which were previously an upgrade) as a standard feature. As a result of the code change, we were planning on upgrading at no charge the homeowner’s system to a 9.4 gallon/minute tankiess unit, which has the same capacity to cover a 3 1A bath home. The homeowner requested that we install 2 tankiess water heaters, which we agreed to provide and installed at no additional charge to the homeowner. Two 7.5 gallon/minute systems were installed in the home.7) Double Doors - The homeowner claims that Toll Brothers tried to provide less than the standard specifications to the homeowner. It is unclear which double doors the homeowner is referencing. The custom option diagram signed by the homeowner at the time of the Agreement showed a single door for the master bathroom. During the construction process, the homeowner indicated his disappointment with the single door and Toll Brothers installed a double door for the homeowner at no additional charge.8) Linen Cioset - The homeowner claims that Toll Brothers eliminated a linen closet from the plan that was sold to the homeowner. At the time of the Agreement of Sale, the homeowner signed off on plans that resulted in the elimination of the linen closet, which plans the homeowner signed off on. Nevertheless, as an accommodation when the homeowner expressed his dissatisfaction, Toll Brothers installed a linen closet at no additional charge.Thank you for your attention to this matter. If you require any additional information, please let me know.Sincerely,Wendy *. K[redacted], Esq.
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The original floor was determined to be a manufacture defect. However, by no means has Toll Brothers truly taken ownership. With the response you have provided you yet again show me that you do not take our concerns and your constant errors seriously. At the time of my original complaint the finishing touches had not been completed on the new floor install. The following week we noticed there was something off with the new floor. At 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 inch. I 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 solution. This is absolutely unacceptable that a "luxury builder" would attempt to pull the wool over our eyes like this. So 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 in. Toll Bothers of course did not address this issue because they constantly try to blame others for their errors and refuse to take ownership for anything. My complaint also asked for an apology. Your response was a round about way of apologizing at best.  When the subfloor was torn out apparently there was damage to a supporting beam. This resulted in Toll Brothers bringing out their engineer to evaluate the issue. I do appreciate the thought of needing to bring out an engineer to look at my house. However, 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 beam. Where are we with this matter? I was told the beam needed support. Is 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 house. All 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]

Hello,
 
Thank you for reaching out to us to review your warranty concerns. A warranty representative and senior manager in the [redacted] area will be reaching out to you shortly to set up a time to review the items that you have identified.
 
Thank you.

September 8, 2015To Whom It May Concern:We are in receipt of the above referenced complaint. I left a voicemail for [redacted] on August 25, 2015 and spoke to him on September 8, 2015. [redacted]' 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 complaint. Once 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. [redacted].Sincerely,Brian T[redacted]Senior Vice President###-###-####, Ext [redacted]

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 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 wrong. A corrected grading flow patterns is shown in the attached document. Also, 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]

August
20,
Revdex.com
of Metro
Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia,
PA
RE: [redacted] Security Complaint ID#[redacted] To
Whom It May Concern,
In
response to the above referenced complaint, please see below for [redacted]
Security's position regarding this dispute:
We
were first contacted by [redacted] regarding his concerns that the security
system was not working properly on November 11, At this time we explained
to him the issue was not with the security systemThe problems [redacted] was
experiencing were due to his telephone provider not being compatible with
security systems[redacted] expressly states their service does not work with
alarms. The larger cable companies make concessions for data and operate
what's called a Managed Voice Facility Network that allows for adjustments in bandwidth
for example, if high traffic volume occurs so that data signals are not
distorted through transmission - Companies like [redacted] do notThey are purely
a voice provider but there are too many variables when they do not make those
types of concessions for data required from security systemsSignals may be
received one day but not another for a variety of reasons so it creates a
sense of security When our only job is to respond to an alarm event that
occurs, it's just too great a liability to know that most days we will not
receive a signal from an alarm using [redacted] as a phone provider
The
monitoring agreement that the customer signed has a specific notation
discussing [redacted] as an unsupported serviceI have highlighted the portion of the
contract below that specifically explains the risks of using a VOIP phone line
The contract the customer signed is also attached in its entirety
Services e"Subscriber understands that a digital communicator, using standard
telephone lines for sending signals eliminates the need for a dedicated
telephone lines and the costs associated with such dedicated linesSubscriber understands that
alarm systems require a traditional POTS telephone line for monitoring services
to be CONSISTENT AND RELIABLESUBSCRIBER UNDERSTANDS THAT THE COMPANY
MAY NOT RECEIVE ALARM SIGNALS WHEN THE TELEPHONE LINE OR OTHER TRANSMISSION MODE
IS NOT OPERATING OR HAS BEEN CUT, INTERFERED WITH OR IS OTHERWIDE DAMANAGED OR
WHEN ANY NON-STANDARD TELEPHONE LINE OR SERVICE(INCLUDING BUT NOT LIMITED TO
DSL, ADSL, VOIP, ECT) IS BEING USEDSubscriber understands that if alarm
system is connected to the Company's central monitoring station by radio
frequency or internet connection method such as Voice Over IP, there may be
times when the system is unable to acquire, transmit or maintain an alarm
signalSuch radio frequency and internet methods include cellular or private
radio or through an internet communication facility or internet servicprovider(s)If
a radio frequency or internet connection such as Voice Over IP is utilized, we
recommend Subscriber also uses an additional method of communication to the
Company's central monitoring services"
Our
records indicate there was not an issue with the alarm system itself, but
rather with the phone providerIf the servicing company had come out, they
would not have been able to achieve any results with an incompatible phone
linePlease refer to the [redacted] website, under their FAQThere is a reference
to whether [redacted] works with home alarm systemsThe answer that is provided
directly from their website states "At this time, [redacted] DOES NOT work with home alarm systems". Therefore, it is not specifically our system
but all systems and monitoring companiesThere are some monitoring companies
that allow the services with a signed waiver showing that they are not
responsible for not responding to the alarmThis is not something that our
company offers because we pride ourselves on the security and safety of all of our
subscribersWe want to make sure that we are responding to any and all alarms
that are received by our central monitoring station[redacted] Security never
put the Manduva family at riskOur security system was functioning properly
but unfortunately the telephone provider [redacted] changed to is not
compatible with home security systems
The
security system installed in [redacted]'s home came with a one (1) year
warrantyWhen [redacted] contacted our office regarding the issues he was
experiencing, the equipment was no longer covered under the home warranty as
the one (1) year warranty period had expiredWe offered to send a technician
out to the home to service the security system however [redacted] declined as
he did not want to pay for the service call[redacted] Security never
declined to assist [redacted] at any time during any conversations
We
hope this information has provided enough to properly respond to [redacted]'s
complaint[redacted] Security has made every attempt to assist [redacted]
when he has contacted our officeAdditionally, we do not feel as though there
has been a lack of performance on [redacted] Security's part or that our
position in enforcing the terms which [redacted] agreed to has been unfair
The amount due on this account remains at $
Should
you have any questions or require any additional information regarding this
account, please do not hesitate to contact me
Best Regards,
Laurie H[redacted]
Operations Manager
Toll Brothers, Inc
Phone
– ###-###-####
Fax
– ###-###-####
CC:
Account File #[redacted], Toll Brothers, Inc

November 19, 2015To Whom It May Concern:We are in receipt of the above referenced complaint. Please be advised that our team handles warranty claims pursuant to our warranty guidelines provided to our customers. Unfortunately, several items detailed by the homeowner are not...

covered under warranty.However, our team has been in contact with the homeowner and is scheduling an appointment to review and address any potential warranty claims.
If there are any further questions please feel free to contact meat ###-###-####, ext. [redacted].
Regards

Toll Brothers has been in contact with this homebuyer and we are working to complete their house in a timely manner consistent with the purchase and sale agreement.  We will continue to progress toward the completion of the house eliminating any constraints as we encounter them.

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).Yes. We 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]
Regards,
[redacted]

[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.]
Better Business...

Bureau:
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]

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.

Oct 04, 2016In response to your recent Email regarding the above consumer's compliant; Toll Brothers has spoken to [redacted] regarding her letter to the Revdex.com.The front gates were kept closed by the Majority of the home owners during construction, Toll Brothers is currently...

working with the Homeowners Association to have front gates operational this fall 2016,Toll Brothers had worked with the Homeowners Association to insulate the attics in the buildings to help minimize the icicles during the winter months. We explained to the homeowners and Homeowners Association, due to living in the North East the icicles are a common accordance and will have to be dealt with the Condominium Board.icy driveways are also an issue for the Homeowners Association.If the Residents have complaints about their neighbors' flooring above that issue shall be dealt with the Homeowners Association as well as her comments regarding pool.Toll Brothers agreed-to repair a piece of base molding their hallway due to her neighbor above in good faith.We also, agreed to replace two deck ledge boards on the Balcony.If you have any questions, please feel free to contact me at ###-###-####. Thank You.Very truly yours,TOLL BROTHERS, INC.Rob D[redacted] Assistant Vice President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Hi [redacted],Thank you so much for your assistance over this time.  As I stated over your VM, we would consider this issue as unresolved and at an impasse.  Toll Brothers provided no equivalent level 4 cabinet to us from the old vendor, to the new.  We ultimately chose a level 5 cabinet in it's place.  The cost is still 2.5x's more than the original estimate from the previous vendor with a level 4. Our point to our fellow consumers, is that we appreciated TB attempting to work with us, but the fact remains that there is no reason for our original estimate of $4,500 (add 30% to that and I would have been fine with accepting it) for a small Kitchen and not a very large Master bath to cost $11K+ in cabinet upgrades. Originally, we tried to select a level 6 cabinet to replace the level 4 from the previous vendor, however that initial price was more than $19K! Ouch!Also, with the previous vendor, we were going to receive wood cabinets regardless of cabinet level.  With the new vendor, you need to upgrade to get real wood. So, we spent an additional $400 in our other two bathrooms to upgrade to real wood and get the color we originally picked out.  While Mr. Kevin B[redacted] has discussed this with us, we will accept the price so we can move forward.  It will cost us far more (in aggravation and time) to rip out the kitchen and have a contractor come in to replace the cabinets.  TB is not willing to give us any further credits for this huge difference between the estimate and final price. It is a real shame.Sincerely,[redacted] & [redacted]
Regards,
[redacted]

February 24, 2017Dear [redacted]:This letter will serve as Toll Brothers’ further response to the complaint filed by [redacted] dated February 21, 2017. [redacted] has initiated arbitration proceedings through [redacted]). The parties have been advised that the file is being prepared for submission to an independent arbitration service provider.Please let me know if you have any questions.Sincerely,Wendy *. K