Toll Brothers, Inc.Reviews of tollbrothers.com

We recently visited the Toll Brothers Kirkland cross location to view their model townhouses and explore their available projects (which include ready-to-go units and unfinished shells). While the townhouses themselves initially looked promising, the actual experience was terrible enough to completely turn us away from buying here. 1. Appalling and Unprofessional Service Our leasing agent, Lucas, was incredibly rude, condescending, and vague. When we asked standard questions about the homes, his responses were unclear and combative. It is shocking that a company selling high-ticket real estate allows someone with this attitude to be the face of their sales team. 2. Misleading Model Homes ("Bait-and-Switch" Design) If you visit their model townhouse, be warned: you cannot actually replicate what you see. Lucas explicitly admitted to us that the company hires an outside custom designer to finish the model homes—a designer who does not work on their standard production townhouses. The finishes they use to sell you on the lifestyle aren't even available through their own design studio. 3. Anti-Consumer Pricing & High-Risk Deposits The absolute dealbreaker is their pricing policy. They refuse to give you a clear estimate of how much it will cost to build the home to your desired specifications unless you first put down a 5% earnest deposit. Given their price points, you are being asked to hand over a massive chunk of change completely blind. Once you are locked in, you could easily be looking at an additional $300,000 to $400,000 in design studio expenses just to get the house looking the way you actually want it. Buying a home is too big of an investment to deal with a company that hides its true costs and treats potential buyers with contempt.

I am extremely disappointed with my experience purchasing a Toll Brothers home at Regency at Palisades in Charlotte. While the model homes and sales presentations created high expectations, the actual construction quality and customer service did not meet the standards I expected from a luxury builder. Throughout the building process and beyond, there were multiple issues with workmanship that required repeated follow-up. Several items that should have been identified during quality inspections were left for the myself as the homeowner to discover before and after closing. Communication was poor, and obtaining timely responses or resolutions proved extremely frustrating. For the premium price paid, I expected greater attention to detail, better quality control, and more efficient customer service. While the homes are attractive with nice architecture, the overall experience fell short of the level of service and craftsmanship advertised. Based on my experience, I would not recommend Toll Brothers again without significant improvements in quality assurance and customer support.

Oh yes, the superficials are great. 7 months after closing, they fall back on ‘not covered under 1-year warranty’. Never mind the very shitty quality put in during construction. They will only fix (a little) construction and landscaping problems after much game playing with the ‘ Home Care Portal’. They love you before closing ($); you are practically nobody after. This is my second Toll home and my last. Oh, did I mention my friends and family?

My wife and I stopped by the Toll Brothers North Brunswick sales center today. We didn’t have an appointment, but we walked in hoping someone could at least acknowledge us or explain the process. Instead, we stood there for several minutes, clearly visible, and neither of the two sales representatives said a single word to us — no greeting, no “we’ll be right with you,” nothing. What made the experience more uncomfortable was seeing another visitor walk in after us and immediately receive a warm welcome, an offer of water, and full attention. Watching that happen while we were being ignored felt frustrating and honestly embarrassing. We weren’t expecting a full tour without an appointment, but basic courtesy and acknowledgment should be standard for every visitor. Even a simple “Hi, do you have an appointment?” or “We’ll be with you shortly” would have made a huge difference. Instead, we left feeling unwelcome and disappointed, which is not what we expected from a builder with Toll Brothers’ reputation.

Bought new and it was a nightmare to get #Warranty items fixed because the quality is very subpar because they do not put any quality into a villa. They allowed someone a few doors down to build a pool and so the bobcats had to drive behind approximately 10 villas and they did not re-grade the backyard properly and I have ponds in my backyard down with ducks swimming in it so for probably the last year there has been water standing in the backyard and they can’t seem to understand that it was due to the people building the pool and the grading not being done properly. The HOA is very very difficult to work with they keep sending things back even though you give them the information so you combine the experience with the poor quality of the builder, Toll Brothers, and then you add that to the poor quality of the HOA and you have a nightmare experience of living in your home so I try not to be here. I went to Europe four times last year I go to another state once a month and that’s very very sad that I don’t feel comfortable in a new home and I think every day of selling it but I paid more for my house than anybody else on the street so I know I would take a huge loss and I’m a widow so I would have to pay someone to pack me up again and that was a nightmare also so it’s sad I will probably end up moving because I don’t want to deal with this every day for the rest of my life. Just don’t do it check the Better Business Bureau. They have one and a half stars there if you think it’s just a few people complaining like Reddit says look at the complaints that people are saying it’s not just a few people with just a few things. We’re talking about hundreds of thousands of dollars if not millions of dollars and your life here.

Dealing with Toll Brothers warranty claims has been consistently negative.

We built our home with Toll Brothers at Skylar in Valencia, CA, and expected premium service. Instead, our 1-year warranty period and post-close experience have been defined by delays, inflexibility, and costly oversights that remain unresolved. 1. Warranty Delays & Disrespect for Our Time It took 2 full months for Toll Brothers to address our initial 1-year warranty fixes. They offered zero flexibility to accommodate our work schedules, forcing us to take unpaid time off with no compensation. Some repairs dragged on for multiple days, creating a loud, disturbing, and sometimes unsafe environment for our kids while we tried to work from home. Shockingly, while other residents in our community were offered hotel stays during intrusive work, our request for the same courtesy was flatly denied. 2. Broken Cabinets & The "Warranty Loophole" We have multiple issues with our custom cabinets (installed by Toll Brothers’ own design company). These were promised to be fixed under warranty, but due to the cabinet vendor’s scheduling delays, the repair window slipped past our warranty expiration date. Toll Brothers Customer Service now refuses to fix them, citing the expired date. Meanwhile, the cabinet company refuses to work directly with homeowners—they will only accept work orders from Toll Brothers. We are now stuck with broken custom cabinets: we can’t get them fixed under warranty, and we literally cannot pay to fix them ourselves because the vendor won’t talk to us. This is an unacceptable deadlock created entirely by Toll Brothers’ internal coordination failures. 3. Electrical Damage & Denial of Responsibility During an exterior warranty repair on our concrete, a Toll Brothers technician used electrical equipment that blew out an outdoor outlet. Because this damage wasn’t discovered until months later (when we tried to hang simple string lights), the repair fell outside our warranty window. Despite our detailed account, Customer Service refused to believe us or take responsibility. We were forced to pay $200 to fix an outlet their own technician broke—a cost we should never have incurred. 4. Misleading Junction Box Upgrades We paid $386 per box ($1,158 total) for three junction box upgrades, explicitly told they were reinforced to support heavy chandeliers (up to 100 lbs). After installation, it became obvious the boxes alone were insufficient; additional structural reinforcement was required to safely hold our 90 lb chandelier. This “upgrade” was sold as turnkey but was functionally incomplete. We’ve already spent an extra $800 just to make one chandelier safe, and we’re facing hundreds more for the remaining two. Selling an upgrade as “load-ready” when it requires significant additional (and costly) work to be safe feels deeply misleading. 5. Floating Staircase Fiasco & Gaslighting We had a defect with one of our floating staircases, which Toll Brothers agreed to replace under warranty. When they installed the replacement, it was a completely different color than the original and the rest of our home. When we immediately pointed out this blatant mismatch, their team argued that it had "always been like that"—essentially gaslighting us about their own mistake. We now have a mismatched staircase that they refuse to acknowledge or correct. Bottom Line: Toll Brothers’ warranty process at Skylar is rigid, unaccountable, and leaves homeowners stranded when their internal vendors and timelines fail. We are stuck with broken custom cabinets, paid for electrical damage their tech caused, and spent thousands on “upgrades” that weren’t actually functional as sold. If you’re considering Toll Brothers, know that post-close support is nothing premium!!!

we moved to a new toll brother's house a month back. the house is great but they painted the entire house with just plain cheap white paint . If you bump in to a wall you will make a mark . Another really bad thig is the Garage door is so narrow that you can not take a SUV smoothly . it will be a 5 minute struggle to go in and out.