We purchased a new home in Las Vegas a little over a year ago and we decided on TB because of their reputation for customer service. I have not really found them deserving of this reputation for many reasons but I will stick to my main concerns.
We purchased a home for over $600,000 that had fallen out of escrow and did not pick the options. I'll admit that I had concerns about flooring's compatibility with our lifestyle. It's engineered hardwood, very dark in color. We have kids and dogs and I've been known to push a piece of furniture now and then.
I expected that the flooring would have dents from dog nails, etc. and that we would have to replace the flooring within a few years. As it turns out, certain boards have worn MUCH faster/more than others. I'll post pictures so future prospective buyers can form their own opinions.
I contacted TB, was given the run around and told to contact the flooring company who told me they don't talk to homeowners (you would think the builder reps would know that) and I would have to go BACK to the builder. Long story short, went back to Toll Brothers, filed a warranty claim, opened my home up to reps from the manufacturer, TB reps and the installer. Was asked if I had left over flooring samples but I told them I do not. They submitted the claim, I received a letter stating that this type of wear is normal when pets are involved (keep in mind I have (2) sedentary 30 pounds dogs and 1 slightly more active 45 pound dog.
They denied the warranty claim, although the letter didn't come from Toll Brothers, it came from some other company who I really have no idea how they are involved. They stated that I could send in samples for "hardness testing", which they already know I don't have unless and until I tear up the flooring to get them, which I will. They offered no remedy. No compensation toward the replacement cost, no offer to share the cost of replacing/refinishing.
Nothing. These problems are in addition to the caulking falling out of 2 bathrooms due to temperature variations because they didn't turn on one of the HVAC systems at the unit in the attic.
I've recaulked those myself (pictures included of this also) Pictures are posted here and if you think this is "normal" feel free to go ahead w/ a Toll Brothers purchase you might be considering but if not, you may want to think twice. I plan on filing an arbitration claim and have talked to an attorney so I'll update this if TB honors their warranty.
Product or Service Mentioned: Toll Brothers Home Buying.
Reason of review: Warranty issue.
Preferred solution: Let the company propose a solution.