Frisco, Texas
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Please go through the email on how customers are being treated.I think Toll Brothers ceased to be a customer cetric compay log back...Now its all Sarcasm...suspicion and blaming the buyers so that Toll Brothers ca get out of the warranty

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Did the scratches grow or change from the time Todd looked at them till the the other day that we looked at them?

Jeff Mills

Customer Care Manager

Toll Brothers

250 Gibraltar Rd, Horsham, PA 19044

Cell: (972) 523-6296

World's Most Admired Builder 2019

From: rajesh

Sent: Tuesday, October 8, 2019 5:56:13 PM

To: Keith Klingsheim ; Jeff Mills

Subject: Re: carpet stains

You should ask Todd if he said they are not visible or not initially and stop yelling

On Tuesday, October 8, 2019, 5:49:35 PM CDT, Jeff Mills wrote:

Rajesh,

Todd should never had agreed or said anything of the sorts. It is plainly written in the warranty that scratches or any kind of defect would have to have been brought up prior to closing.

Just like he should not have fixed every single wood step where they were damaged by the ping pong table being dragged up the stairs. And if it was caused like you say, bringing it up 4 months after signing off on a ticket that says the bonus room door is not sufficient for us to hold the trade accountable. As Keith says those scratches are HIGHLY VISIBLE.

We are sorry, but we will not be able to make the repairs.

Jeff Mills

Customer Care Manager

Toll Brothers

250 Gibraltar Rd, Horsham, PA 19044

Cell: (972) 523-6296

World's Most Admired Builder 2019

From: raj77ram

Sent: Tuesday, October 8, 2019 5:40:01 PM

To: Keith Klingsheim ; Jeff Mills

Subject: RE: carpet stains

You should check with Todd if these were done by your guys or me.Infact I even mentioned to Todd that I would want only the glass to be replaced and like the door just fine.He says he will look in to it and when then came back to me and said he would have to change the door.Only then I raised it as a request.

You say its obvious..when I showed them to Todd he initially said they arent obvious...and later on agreed to have them fixed.

Why am I being made to pay the price just because Toll is changing the construction managers? You should call the crew who did that to verify how they cleaned the paint if Till really intend to have this fixed.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

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