We would NOT recommend doing business with Toll Brothers, what-so-ever! TERRIBLE workmanship, bad processes, and POOR customer service!

I was excited for new construction, but I've had a handful of issues and Toll Brothers have tried to rip me off on almost every single one, especially the major ones. Obviously new construction will have issues, but Toll has done everything in their power to be rude and get around everything. Issues - several major - some will happen through any builder, but the response from Toll has been pretty awful on the major issues: * Prior to closing, someone left a window open during Hurricane Ida and Toll will not replace the carpet. They took months to respond to a promised reimbursement for the mold test and have yet to even acknowledge the report. The senior project manager for the community told me that, "I'm a Software Engineer, I'm a smart guy, I can figure it out online." First page last paragraph of the report lists the specialists that are needed to decipher the report. Clearly nobody has read the report after 2.5 months. * Prior to closing, Hurricane Ida flooded a portion of the basement around the sump pump and they won't replace the carpet/resolve the issue. * The granite counters in our main bathrooms were not cut to the right specifications (their contractor's words) so there is too much room where the faucets lie. This causes water to POUR through the counters into the cabinets below. You can shine a light underneath the sink and see it shine through the openings. Toll won't replace the granite. * The senior project manager told me that they do indeed allow more than 2 pictures to be uploaded to their warranty site to use as evidence of issues and he told me non-image files could be uploaded so I could upload a mold spore test. Aside from not being true, **I checked their website code and found where they restrict this - he just completely lied to me with a straight face.** * Our backup sump pump battery had its wires literally cut according to the electrician who installed it. * The holes to the sump pump cover were never sealed and the HVAC tube was never placed inside causing water to spew all over the top for 3.5 months. * Our pantry door was cracked and peeling on the corner and they "fixed" it by putting some tape in the crack and pressing it together. I had to escalate 3 times to senior project manager to get a new door. * Every single towel rack & toilet paper holder in the entire house came off of our wall or fell apart. * Our back porch light is put on at some random angle that isn't straight and they won't fix it. * The senior project manager's assistant/his next in-line told us an upgrade to our house couldn't be done because of building and fire code. We fought them enough and they finally did it, despite it apparently going against code (it doesn't). * A family member in the same community had the senior project manager tell him that he did not need a p-trap for his sink! * The furnace had a broken part so it wouldn't start up the first few weeks we were in the home. * Our deck screen door came right off the first time we used it. * They will not replace bent high hats that will gradually cause lights to fall out. * A window was cracked. * A window was missing a screen. Is there no quality assurance?... read more

It's day 4 of attorney review for me as buyer of 1 of their developments and they're acting with the same arrogance and shutdown attitude that's justly earned them intense online hate from so many unfortunate buyers. We're still able to exit the contract by rejecting it though we're ready to spend the $50k deposit's worth to recover the deposit which was a pre-requisite of the agreement being fully executed (a.k.a. signed by both sides) which is a pre-requisite to any attorney reviewing it, very unfortunate as it compromises my power and is the opposite of not-new construction homes where contract negotiations conclude before signing anything. Likely it's not legal rather economic: they know they'll always be able to sell to someone so they've 0 incentive to do anything for the buyer. My Yelp reviews show I'm understanding, tolerant, and peaceable but Toll's immediate strong defense by having a non-attorney (project manager instead) flatly blanket reject everything of legal concern to me: * no limit to site visits * not banning our inspectors but they do * refusal to put my $50k deposit into escrow so it might never come back even if I'm not at fault, they win * seller pays Realty Transfer Fee in NJ and state law supersedes their refusal here * they refuse to pay any damages to the unit before closing so that's bad, only safeguard is they must meet township code which they can by bribing inspectors * they always say we can read their Care Guide which is useless as they can ignore buyers without consequence * mortgage contingency denied, amazing, they really want to keep the deposit with legal cover * they contradict themselves about what insulation's offered and say they're absolved of any disclosures or statements about it, unaccetpable * site visits are only during work hours though they can flatly deny visits anytime anyways, not ok * we don't mind delays so they can take their full 2 years plus unlimited extensions at their sole discretion * no acknowledgement they wouldn't have sole discretion to change any and all colors and designs * at least state requires radon checks! * refused to edit "Lot N/a" to "Lot 142" or "may vary" to "will not vary" or "may not match" to "will match" which will directly effect future litigation * refused to edit "Variations" to "Minor natural variations excluding pitting" * refused to remove a line absolving them of more liability, goodness it never ends * refused to note "a maximum delay of 60 days" * allowing not just R-13 (sub-standard, R-16 is normal) & R-21 instead of marketing's R-30 to R-38 and saying "3.5in" instead of "6in" * they refused to add amendment to fix if "due to dissatisfactory inspection per Buyer's inspector's state-authorized reports" * they have "IN NO EVENT ... CONSEQUENTIAL DAMAGES" to enable them to be freed of all liability, doesn't make buyers any more confident Thusfar, they're decreasing my confidence. I encourage anyone who's dealt with Toll Brothers to review here so we have truth. read more

When my wife, Danielle ("Dani") and I (both Black) decided we wanted to move to Florida, we had to figure out where we were going to live (area and builder). We actually explored 17 communities between northeastern and central Florida. Dani arranged appointments for us to visit with builders who had availability to build us a home. During our two week trip, one of the builders she arranged for us to see was Toll Brothers. There were two Toll Brothers developments under consideration. Dani had been in constant communication with the sales agents, Frank Cirillo and Taja, over the phone for both locations and everyone was looking forward to meeting us... Fast forward to the meeting date for Frank's development. Dani, Zoë (daughter) and I walked into his sales offices and the first odd thing I noticed, Frank (white male) said, "I didn't know you were still coming." Never mind the fact that we were 5 minutes early for our scheduled appointment. It was also strange that he wasn't being welcoming (didn't offer to allow us to sit, no offer of water, nothing). The two, white women, also in the office, glanced at us without expression and wouldn't speak even after we attempted to greet them. "Why wouldn't we still show for our scheduled appointment when it was confirmed earlier in the week?", said Dani. I told Frank we are in from NJ and that this was a buying trip, so he wouldn't think we were tire-kickers (not serious about buying a house). Frank had a constipated grimace on his face and said, "That's what I was afraid of." That's when it got real and I understood, within a few minutes, exactly what was happening. Huh? What could he possibly mean? Frank went on to tell us that he was told that there were so many houses being built in Florida (which is true) and such a shortage of resources and supplies (also true) that he was told that they could only sell one lot/house in both Toll Brothers communities we were seeing. Told us he couldn't sell us that lot to build a house because there were hundreds of prospective buyers on a waiting list in front of us. Remember, we had a scheduled appointment and he was super-nice on the PHONE with Danielle. He never reached out to tell us he was forbidden from selling anything else...that there were hundreds in front of us...that he would need to cancel our appointment. Then, Frank told us if we could find other builders who had availability and were able to sell to us, we should jump on that and buy elsewhere. WHAT? What salesperson tells pre-approved, non-contingent buyers that they should buy a house from his competition? As we turned to leave, I let him know that's what we intended to do and that I didn't need his advice. We checked with Taja, the black sales agent at the other Toll Brothers community, and she told us that no such meeting nor mandate took place (only one home could be sold in the area). She told us she'd still sell to us but at that point, Dani and I were angry with Toll Brothers and wanted to move on. Yes, the real estate market in Florida is cray right now. Yes, there is a shortage of labor and lumber. Yes, the supply chain is backed up. Yes, we were discriminated against as soon as Frank saw us in person. There's no doubt in my mind that he didn't want to sell to Black folks with his limited inventory. This is why he lied about the edict. This is why he kept the appointment with us (thinking we were White). Hell, this is why the man didn't offer us a chair, water nor access to bathrooms. This is why the two women in the office wouldn't smile or return the standard greeting when we made eye contact. Yes, we were still able to purchase from a great builder. Oh, and yes, Dani and I have identified senior leadership at Toll Brothers (via LinkedIn) and will be sending them a scathing email about our experience. I also filed a complaint with HUD. Buyer Beware! read more

In 2014 we started to build a home with tollbrothers. We were unable to sell our larger home and lost 85 thousand dollar deposit. They were able to sell our home rather quickly so where was their loss? But we were told if we decided to build with them again they would apply part of the deposit. Four years later we were in the position to build so we went back and were told they had no record of any paperwork?? This company is very unethical. Do not trust anything they say. The sales people are friendly but I'm sure they are aware of Toll's slimy practices. And after what happened to us they pulled all of the staff to a different location which was pretty strange. read more

We have had a toll brothers home since 2017. We have had some problems in the past. Some have been taken care of and some have not. They are notorious for telling you that they will come and fix some thing and never show up. Then they tell you that you were out of warranty. Of course you're out of warranty because toll never came and fix it. We have been trying to get a few things fixed for four years but to no avail. read more

Hard to give them even one star! I own two units in a 4 year old Toll Brother's "luxury" condo in Philly. First thing that happened-- they "discovered" after multiple complaints and a resident who finally paid thousands for her own acoustic survey that they had failed to install proper sound insulation in the ceilings. We all had to be moved out of our units for 2 weeks to accommodate their revisions-- tearing out the ceilings. A year later, my tenant discovered a leak in the same ceiling-- a leaking pipe in a 4 year old building that required removal of the ceiling-- during which the wrong pipe was cut into because the "as built" drawings either were inaccurate or could not be interpreted by the repair people-- the entire unit was flooded and uninhabitable for weeks. Probably the damage to the pipe occurred during their "repair". They assume no responsibility. Now I will end up owing 2 deductibles--(one per my insurance company for the first "small" leak and one for the flood that occurred during the repair), as well as needing to refund my tenants and cover their deductible. In the meantime, I learned that the shower pan was improperly installed in my other unit, causing leakage onto the floor and ultimately mold inside the walls that required mold remediation and replacement of the wall as well as a complete shower rehab. And those are only a few of the things for which they take no responsibility! Too many to list. Buyer beware. Toll claims to be a luxury home builder-- but only if you have the luxury of a lawyer in the family. read more