Starting thought, whatever you do please have your attorney review the contract prior to signing, it leans very heavily in Toll Brothers favor and if problems arise you can lose your deposit. Additionally, prior to closing you should hire a professional inspector, in Elgin ECHO Home Inspection Inc. is extremely reliable! They photograph and documented many issues and we were able to furnish their findings to Toll Brothers for resolution. Well we tried, some were simply ignored.
If you a looking for a design that fits your family needs and style or a particular layout, a build to spec home is a good choice. We found a ranch design and dropped it on a piece of property that we liked, damn near perfect. It was a good choice. The layout is exactly what we wanted, and we love the view. Now you have to start working with a builder, that’s when you go from motivated to exasperated.
We agreed to purchase a home from Toll Brothers in Elgin, IL on October of 2019 and closed twelve months later, October 2020. To say that the building process was distressing would be an understatement. We elected to use an independent contractor for our landscaping and have the work completed post close based on our designed to meet our specifications. Toll Brothers did not offer us this option, when w requested a stamped patio in our yard we were told no so we looked at other options. This worked well for us except for the fact that any exterior challenges we had, Toll Brothers blamed the contractor (driveway).
We did the majority of our communication with Toll Brothers through email which we have kept for reference. We worked directly with the Community Sales Manager, Construction Manager and Sr. Project Manager, Illinois regarding the majority of our discussions and challenges. We moved to this team as during the project since Toll Brothers had lost the two people assigned to our community. They were called a Concierge. Seems like Toll Brothers Elgin had challenges maintaining their “Concierge” staff during our build.
Toll Brothers committed to weekly progress reports for our build when we signed the agreement. We did receive updates for a short period (around 30 days, late March, early April), then they came to an abrupt stop due to staffing losses. Toll Brothers assigned a Senior Project Manager and the updates were less than consistent. Since the updates on the build were almost nonexistent and the lack of promised communication we went to our home to document the progress and what we observed was a little disturbing.
Be aware that Toll Brothers does what it can to keep you away from the house during the building stage. They state that you cannot enter the property/home without an appointment for safety reasons. Setting appoints was extremely difficult as a Toll Brothers team member must be present. When you make the request they either do not return calls or state that they are busy. Everybody, the entire Toll Brothers staff in Elgin, almost every time we requested to meet and get access they could not fit us into their schedule.
Our home is a ranch with a finished basement, we added a bedroom, full bath, bar and a utility storage area. From the beginning we had one stipulation for the basement, that all the utilities were placed into the storage portion of the basement. This was clarified by stating the sump (any pumps) and electrical panels, furnace and hot water heater needed to be placed in this room. We also optioned a finished and heated garage.
During the design stage there were elements of the build we did not want in our home. On 10/10/ 2019 we conveyed that the drop down soffit (around 18”) from the ceiling that bordered the dining area was not wanted and inquired about the credit for work not performed and materials not required. We were told Toll Brothers does not issue credits.
And a quick note, upgrades, these are not custom or semi-custom and the selections are limited. Chose to upgrade and the price escalates quickly. Faucets in our Master bathroom were an upgrade, we paid a premium and they began de-laminating 1.5 years after they were installed. Again out of the warranty window.
Many of the simple items you may want to request like an open stair case to the basement with Oak spindle railing – couldn’t be done. Stamped concrete patio in the backyard – couldn’t be done.
On 11/14/2019 a request was made for a Gas stub and electrical outlet for natural gas garage heating unit. The response from Toll Brothers initially was it couldn’t be done. We expressed it was a deal breaker! Toll Brothers attempted to push us to electric, we declined. Toll Brothers stated it would require a 220v with a shutoff box installed which added significant cost.
We contacted the City of Elgin regarding the requirements outline by Toll Brothers and the City of Elgin determined that Toll Brothers was incorrect. The additional cost quoted was not required, another attempt by Toll Brothers not to complete the requested work. The documents have been retained on this request and many others. In the end it was a standard duplex installed next to the gas stub. Heating the garage should have been simple request but Toll Brothers made it difficult. In the end we prevailed but Toll Brothers did not make the experience positive one! The heated garage and epoxy floor was installed in by an outside contractor we selected, the results were outstanding! The work was completed by our contractor the day after we closed without any challenges.
As we got further into the design process we requested some additional enhancements. There are others but as you read on you will get the point.
January 24th, 2020 a meeting was put in place with our newly assigned Customer Concierge (left after 30 days) and the field project manager. The purpose of the meeting was to review the entire building process from excavation through your warranty period, to discuss your selected options, and review your plot plan. At this meeting we requested a build schedule and stipulated that all the utilities and sump pumps for the home must be installed in the storage portion of the basement. Toll Brothers conveyed that the sumps would be placed in the closet of the basement bedroom, we conveyed that was unacceptable. We expressed that a sump pump in a bedroom closet was a hard stop on our agreement. They noted our requirement and we moved forward with the meeting.
When our foundation was poured we went to view the work and celebrate. We realized that the pour did not included the cutouts for the sump or secondary pump as we agreed upon during our meeting. Toll once again stated that it would be in the closet. After providing documentation and several heated conversations we received an email on 4/17/2020 stating that the sump would be moved to the area we directed during our initial design meeting with Project Manager. We never received a build schedule, Toll Brothers refuses to provide them to their clients.
Several times that we viewed our home during the building were met with disappointment. Pictures speak louder than words.
Our first floor, the windows were delayed. I had to call Toll Brothers and ask them to clean the standing water, they had no clue! When speaking to the Sr. Project Manager, Illinois he stated it was nothing to worry about the base flooring would not de-laminate. He was incorrect, we have issues with lifting flooring and creaky floors. Of course when you attempt to resolve issues it is expressed you are out of the warranty period. The exterior walls are prefabricated by Toll Brothers directly and they add Tyvek Home Wrap during the manufacturing process. Adding visqueen plastic over all the window openings during manufacturing would resolve the challenges of outside elements entering the home. It would also show that Toll Brothers was interested in protecting their clients’ investment.
As it pertains to resolving issues there is only one person that gets the job done right the first time. She can only move forward on issues approved by the Sr. Project Manager @ Bowes Creek and on several occasions when we had challenges, her hands were tied. She is fantastic and has positive impact where she can and gets it right the first time. If you don’t work with her on resolution there is normally two or more attempts to get it right.
As it pertains to our driveway, a complaint was filed with the Better Business Bureau as we were getting zero traction with getting the problems with our driveway resolved. The driveway continues to deteriorate and new issues have started. At this point the driveway is 1.5 years old, and notification of the issues were forwarded to Toll Brothers within the warranty period, six months after the close of our home.
We have also been in contact with the Illinois Attorney General whom has recommended we allow the BBB complaint to follow its course and file a complaint if we do not receive the requested resolution.
In the BBB complaint Toll Brothers responded that the damage was due to heavy equipment driving near the driveway.
Excerpt of their response (names have been removed)
The area that necessitated the repair was actually caused by the contractors the owners hired to install hard-scape in his yard stated the Bowes Creek Sr. Project Manager, Illinois. While they did not use the driveway, they drove right next to the asphalt causing cupping which was causing holding water. We repaired that area that was not caused by any of our trade partners at no cost to the owner.
As you will see below, their repairs did not resolve the problems. Water continues to pool in the same area. Lucky it was a “no cost repair” or we would have paid for poor quality work…..again!
Also, this response is interesting, Toll Brothers is correct we did have work done and the equipment used were bobcats, small landscaping equipment, not heavy equipment. We own two vehicles a 2019 Jeep Grand Cherokee Curb weight 5,363 lbs and a 2021 RAM 1500 Laramie Curb weight: 5,248 lbs. The equipment that drove NEAR the driveway was a Bobcat Small Articulated Loader – 4195 lbs and Bobcat Compact Excavator – 4306 lbs.
By all accounts Toll Brothers is stating that the design of the driveway will continue to be be problematic as I am driving automobiles directly on the surface that exceed the weight of the equipment used driving NEAR the driveway.
Concerning the area that is heaving due to frost, it is recommended that the owner keep the seam between the asphalt driveway and the concrete garage floor clear of ice, snow and water. This will minimize the effects of heaving. The driveway will go back down in the spring when the ice melts as once again, this is a naturally occurring phenomena caused by freezing temperatures.
The root cause is a weak sub-grade and poor compaction of the asphalt. And the inspection documents from the cite of Elgin and corresponding approval for the driveway, 8″ sub-grade and 2″ of asphalt cannot be provided after several requests from us with the city.
Throughout the resolution of these multiple challenges and working directly with the Bowes Creek Sr. Project Manager, Illinois he has been evasive, made excuses and has misrepresented the facts of the problem/resolution. Before beginning the project he personally warned me that driving on the driveway the warranty would be voided if trucks or equipment drove/parked on it. We complied and now he is stating the it is because equipment that drove near the driveway, equipment that weighs less than our two vehicles that drive on it every day.
Currently Consumer affairs has 239 reviews regarding Toll Brothers, 93% are negative with a rating of two or less. Click this link to review the feedback: Toll Brothers – Consumer Affairs
The Better Business Bureau rating come it at 1.2 out of 5. Much of the feedback matches our experience. BBB Reviews
Pissed Consumer – Toll Brothers has 1.4 star rating based on 80 customer reviews and ranks 92 of 347 among companies in Home Builders category. Consumers are mostly dissatisfied. Toll Brothers received a 99% dissatisfaction rating. Pissed Consumer Reviews
Update 2023, Main exterior sewer on our dividing property line is creating a sink hole.
Sept 4, 2021, 2:11 PM: punch list item – 1278448 was closed by Toll Brothers. Sewer between homes elevation is much to high, water pools and does not drain. This was adjusted once by the request of another resident (neighbor) but not resolved.
Mon, Oct 4, 2021, 1:39 PM: Toll Brothers response – The surveyor stopped by regarding the rear storm sewer area pooling water. He mentioned the grade has been altered due to your rear landscaping- which has been built up and sits higher than the grading plan. The structure is as low as they can bring it down. I have asked them to revisit and try to assist in any way they can. They will continue to keep me posted.
Our home was/is graded to move all standing water towards the sewer and we added a French drain in the swale between our neighbors to move the water directly into the sewer. The landscaping contractor did not move or added soil to within 6’ of the sewer, it’s exactly as Toll Brothers graded the land. The problem has never drainage, it is that the installation of the cap that was overall, about 3” off the ground. Monday July 17, 2023 – Toll Brothers was notified that a sink hole is beginning to form next to the sewer that was discussed in Sept, 2021. The pipe is still above ground level and the joint where the top concrete cap is joined in the system wasn’t sealed properly and the joint is leaking. You know how standing water is, it will find the weakest point. Well that is about 3’ underground and the standing water and soil worked its way to the weakest point. Getting a concrete cutter out to shave a little off the cap would have resolved an ongoing 1.6 year discussion on poor craftsmanship.
3 Year and 5 month update
In an effort to keep people informed I am updating the original story to reflect additional quality issues with our new home build. The two items pictured should not be issues on a home that is only three and a half years old. The siding was obviously warped and that is why nails were used on the facing/surface of the siding. If you inspect any quality siding job you will find that there are no nails in the face of the product. Again, Toll Brothers contractors used poor quality product to side our home when these boards should not have been used.
The front door will be replaced by Anderson with a lifetime warranty on the installation and 10 years for the door. Incredible since Toll Brothers only offers a year. Could it be that they do not have confidence in the quality of the door or the installation. I think that may be a valid assumption.
Anderson inspected the door and stated that the casing was not correctly constructed/installed and that there was a lack of structure for the molding to adhere to, basically the nails/staples didn’t have much to penetrate to secure the molding. Additionally Toll Bothers installers used shims where casing should have been and the overall installation lacked strength. It was also pointed out that the door was not sealed properly so moisture was able to wick behind the molding to cause warping. Pictures speak for themselves, nice finish on the door? Looks like a door from a thirty year old house.
In closing, the opening home page on the Bowes Creek website states: New Luxury Homes. I guess they didn’t want to mentions the poor craftsmanship.
Their corporate website states: Quality is at the Center of All We Do
In our experience we did not find that to be true. They take zero accountability to resolve issues with poor craftsmanship. The driveway was reported to them in April of 2021, does anyone viewing any of the image posted believe it aligns with their quality statement?
Document everything and be prepared to accept the fact that in my opinion The Toll Brothers Bowes Creek group does not embody their promise “Quality Is at the Center of All We Do“.