My husband and I decided to purchase a home with a Toll Brothers community based on the quality of their homes compared to other builders. Our realtor also agreed that Toll Brothers were superior to other builders as far as, the overall experience and their homes. Our initial communication with the sales office was just that. Courteous, punctual and thorough. However, we are about 1 month in to the building process and the customer service has gone downhill. Before the initial signing, we reviewed all of the structural changes we wanted with our home. This included discussing in great detail that we wanted a wooden banister up our stair case, to include where a half wall would be at the entrance of the loft. We left this meeting very excited! Fast forward 2 months at our design appointment, our design consultant went over in detail the changes we chose which included confirming that we chose a “half wall” instead of a “wooden banister”. We immediately said that is incorrect. Rachel, our design consultant, emailed Quinn, the sales realtor that it was incorrect on that day (2/28/2025). This was before actual construction had taken place. We followed up with Quinn a day or two later for an update. We were told by Tyler, the construction manager, that a change like that is simple at “this point in construction”. We were told by Quinn, the manager would have a meeting and get back to us on whether the change could occur as they have a policy supposedly no changes once construction had started. Well, construction had not started and likely the materials had not been ordered at this point either. Almost 4 weeks later, we have not heard from a manager. We have not received an answer one way or the other. Toll Brothers is literally evading a conversation with buyers who are spending hundreds of thousands of dollars with connections within the communities in which they build. They are proving they do not care about the relationships they build with their buyers. It almost seems they are going to delay a conversation until it gets to a point of no return in the building process.
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