Toll Brothers

Dear Toll Brothers,

My wife and I are writing to formally express our deep concerns and dissatisfaction regarding significant issues encountered during the home-buying process with Toll Brothers.

The contract for a property located in Elkhorn Grove has been plagued with multiple inconsistencies, which have caused confusion and jeopardized the integrity of the agreement. Upon our initial review of the document, my wife and I noticed discrepancies in the incentives stated in the contract.

The contract listed a reduction of $75 off, whereas the agreed-upon incentive was $75,000 or $75K. The sales agent stated she forgot the 'K' but advised she would "edit prior to signing if it made us feel better". Furthermore, the verbiage concerning the homesite premium deposit for VA homebuyers remains inaccurate. The sales agent stated she wrote it into the contract herself and would try to revise it so it would read clearer.

At the time of us signing, the verbiage used still indicated a lesser deposit was required than what was requested.

In addition to these contractual discrepancies, our experience with the home options presented has been distressing. During the structural meeting with the sales agent, they specified lower cabinets were included, only to discover that the actual offering was different from what was conveyed. Despite our verification with our realtor, the sales agent has refused to acknowledge their misinformation. Moreover, the area and sales managers have shown an unwillingness to resolve these issues, resorting to intimidation tactics and leveraging incentives against us.

Their dismissive attitude and attribution of our concerns to an overload of information rather than acknowledging the misinformation provided is disheartening.

What's more, the lack of clarity and information shared between the sales team and the design studio has compounded our concerns. The viewing of different floor plans for our home and the unavailability of pricing for essential features like cabinetry, insulated walls, and electrical options during design and structural meetings have left us uncertain and dissatisfied with the process. While we initially held high hopes for our new home, the multitude of inconsistencies, unresolved issues, reviews of other customer complaints in the area, and the unprofessional conduct displayed by the management have deeply unsettled us. As a military family, attention to detail is paramount to us, and the experience thus far has fallen far short of our expectations.

We anticipated a professional and seamless process but have instead encountered behaviors that do not reflect the upscale, luxury image associated with Toll Brothers.

We implore the corporate office to thoroughly investigate these matters and take decisive action to address these issues promptly.

As responsible buyers, we have shown flexibility and understanding throughout this process. Still, we cannot continue to overlook these substantial discrepancies and unprofessional conduct demonstrated by sales agents Saeedeh Saatchi, Lauren Beauchamp, and area manager Julia Nova.

Purchased Toll Brothers home and moved in November 2023 at the Woodson reserve in Texas. The property cost us approximately 862000.00 with many defects on tiles, damaged flooring, air conditioning, doors, hinges, and gashes on the countertops.

The property is not even a year old, and the warranty refuses to do the repairs on the flooring and countertops, which they claim are cosmetic items that cannot be completed. My worst decision was to buy property from the Toll Brothers. I previously purchased the property from Mainvue, and they are the best builders I can recommend due to their quality of work. Toll Brothers do advertisements for their luxurious building, which is unacceptable.

Buyers, be aware of this builder as they don't provide enough time to do thorough inspections and don't do repairs when it's not our fault.

I will never recommend my friends or families to buy Toll Brothers' home even if they put out incentives. The worst builder I have ever encountered.

The reason my complaint is I worked 10 months on planning my home picking everything out going back-and-forth back-and-forth when I went when the cabinets are in it and they saw that they made my bedroom 20 x 13 when I signed off by 20 x 17 she basically called me a liar and she said I degraded her. I came back they gave me three choices.

Take it as it is Pick another lot and wait another year will take your money back so basically I told us youre telling me FUFUFU she said I curse at hiding curse at her. I was saying what I felt she was saying to me so I caved in. I picked another lot because I didnt wanna go to the design and the whole thing again I have a very sick husband and he was looking forward to spending all week and stay until I can retire in three years and then after I picked another lot, they told me they didnt want me there. She made it like I was a bad one And I even apologize but I had every reason to be upset and I was called a liar, and then she told me.

Oh yeah, I found the plans but when you change the lot thats not true I picked my bedroom from day one because I measured my bedroom set and I had to make sure it fit in there because I love my bedroom sad, so I am very disappointed , now I have to find a new bill to say dont even want me on their property like I came they were a machine gun I didnt threaten anybodys life I was upset. I had every right to be upset when you plan something for a whole year and I was looking forward to this my husband was looking forward to this and Im very disappointed and Im very disappointed in them for treating me they were but Im not Im not going away quietly.

Disgusted. Guidance totally sucked from conception, to showroom, to 2-3 years in and still dont have matching plumbing fixtures in 2 bathrooms that were upgrades, 2 of the tub drains in my bathrooms are rusting, not to mention much, much more.

Showroom guidance encouraged us to spend a bunch of money for upgrades we still do not have or that were installed sloppy or that look terrible.

Still dealing with a calendar full of trades in my house, that may or may not show up to fix or handle what should have been done 2+ years ago. Totally disappointed & embarrassed to have spent the money for a TB home and have this experience - TB should be embarrassed!

I purchased a home from Toll Brothers December 2012. I requested a patio, showed the type of patio I wanted of a neighbors, Toll Brothers stated they can do it, provided the amount and I paid for them to install a patio.

Three months later, March 2013, the bricks were coming up, grass, moss and mold growing between the bricks. I notified Toll Brothers verbally over and over in 2013, I started putting it in writing in 2014, and even had an attorney to write a letter along with having experts in installing patios to check it out and they said it was installed improperly. Toll Brothers stated I got what I paid for, I was not within the warranty in notifying them when the warranty was up 2016, and that it was subcontracted to go through them when I paid Toll Brothers to do the job. Years later, Toll Brothers increase the water pressure within the community, houses in the community flooded, Toll Brothers stated they take no responsibility, but they sent out a letter with no date or signature about the increase of water pressure.

Like other owners, we had to go through our insurance company to pay for the water damage, Toll Brothers paid my deductible, but not providing an expansion tank to me like other community members because they said I caused the water damage. If so, why pay for the deductible and send a letter out about the increase of water pressure. Toll Brothers also said this was my fault had I had annual maintenance this would not have occurred. I had BGE Home Maintenance that came out every year to perform maintenance.

Per the contract, I had to go through arbitration, I did, paid for it, and the arbitrator sided with Toll Brothers in saying I got what I paid for in a patio, which she has no first-hand knowledge, but I provided pictures and what experts stated, and that I did not have annual maintenance to prevent the water damage. I refuted the arbitrators decision, went to the Attorney General, Maryland Home Builder and Guaranty Fund and they agreed with Toll Brothers and the arbitrators decision. I went to the court to appeal the arbitrators decision and was denied because the arbitrators decision is final regardless if the decision was one of manifest disregard of the law, inadequate use of reason, opinion through inadequate use of reason, acting without inclusion of rationality, and discretion that resulted in egregious unfairness. The decision was irrational, in error, and false with the arbitrator not addressing my complaint.

For the past 10 years, I have been trying to get somebody to hear my case even asking Toll Brothers to settled for less than $5,000.00. I guess because I am not a business with money and connection and I represented myself as a woman, I cannot get justice served not even through the courts.

From the initial process to closing date, this company was disaster and I would stay away from them at all costs. This is my second home purchase and I never encountered such incompetence and unprofessionalism with my first mortgage company.

From the sales team: Olivia Dwyer and Trista Serafin who were untrustworthy and promised covered fees but later claimed it was never promised (make sure you get everything in writing). They then lure you in with costs towards closing costs however wont provide the official loan estimate so you cant shop for other lenders. The loan agent Brendan Hannon was unavailable for any necessary mortgage requests and questions after agreeing to work with this company. Throughout the process, the same documents were requested multiple times even though they were sent.

They didnt have the official loan approval the day before the closing date! The day of the closing , they signed the wrong documents and claimed nothing could be done because they didnt have a notary in that day. Our lawyer had to send a notary to their office to have the proper documents signed.

They should really stick with building homes and stay out of the financing aspect. Buyer beware!

They will take your deposit without disclosing all the details then they email you DocuSign to sign the contract, when you're done signing the contract they will email you one more DocuSign to sign a WAVER for your deposit in the event you don't qualify for a loan you will lose your deposit, if you refuse to sign the waver like any normal person would but by then It's too late because you've already signed a contract and agreed to submit your financials to toll brother lenders, they know if they email you the waver DocuSign first you will not sign the rest, shady even if you don't want to use their lender due to conflict of interest you are still forced to do so, and even then when TB lender does not approve you for a loan they will do everything they can to keep your deposit, you will have to hire an attorney and spend thousands to TRY TO get your deposit back, after they take your money and tell you 10 months to build the house they will mail you a letter telling you due to shortage of supplies it may take more than 10 months, and thank you for understanding understanding? WTF?

Why don't they tell you this in advance?

They are a bunch of shady liars they will tell you anything you want to hear to take your money then try to force you to buy a house or lose your deposit, read all the reviews before you make a decision, not only unethical business practices but horrible customer service as you read reviews and how quality sucks as many have mentioned in the reviews we wish we read the reviews before giving them our deposit, we are still trying to get our $176000 back we now have attorneys involved. .

Asks huge amounts as deposit to lock you in. Takes forever to build.

Every step of the construction is done with mistakes and flaws. Construction manager just wants to move on and acts like all good when its clearly evident that its wrong and needs correction. Changes closing dates multiple times, prepare to hear your closing date is delayed by another 3-4months every 3 months. tb mortgage is another harrasing company and tries to lock you in for rate lock by paying 1% of the loan with highest interest rate possible.

Repairs, defects after construction are considered normal and wont be fixed. I wish I constructed my house with my own contractors and saved atleast 2-3 hundred thousand.
Update 2/3- they agreed to compensate some of the loss after tons of calls and scheduled my closing.

Construction quality by external contractors is bare minimum. Overall not a luxury brand, quality.