Bonnie C on BBB
a year ago
11/07/2019, 04:32 AM
I purchased a Toll Brothers home, in Las Vegas, about a year and a half ago. I'm giving them 2 stars for the customer service people I dealt with. We had one informational issue while selecting our lot, but it was soon corrected. During the build, our sales lady, Gloria, was simply awesome. After we moved in, our warranty managers, Manny and Terrance, were great. Beyond that, this "luxury builder" delivers homes with many issues.
This is my 3rd (new build) home in Las Vegas and, by far, had the most issues. The majority of the issues were caused by the sub-contracted companies and their workers. One company would come in and do their job; then, the next company would come in after them to do their job. Those guys would have NO concern for the previous work done and would cause damage. With so many phases to building a home, this just created a number of compounding issues... many scratched windows, damaged countertops, scratched/chipped flooring, etc. There were also just plain quality issues and poor workmanship. We've had numerous repairs to our cabinets, baseboards needed to be redone, HVAC issues, sliding glass doors didn't slide well, the alarm panel wasn't installed where we requested it and couldn't be moved after building was done. I could go on and on, but there were about 60 repair items for the first year. By the way, DO NOT go with Piedrafina countertops! They look very nice, but the durability is horrible. If you leave simply water on the surface of it for too long, it will etch the finish. My son is a bit messy when washing his hands so his soap pump usually has water under the base of it. There is now a shape of the pump etched into the finish of his counter. My daughter uses a facial cleanser. She gets few drops on the counter here and there when using it. Now there are numerous drops etched into her countertop. A guest was using the sink in the guest bathroom and was a bit messy with the water. We didn’t notice until a week later and now that countertop has tons of water marks etched into the surface. Piedrafina is a horrible material that I wish the lady at the design center warned us about.
There were quite a few times where workers would show up to repair something, and they would "complete" their work with "that's the best I can do". A lot of times, workers would show up to repair something and they would proceed to convince us to not complete the repair because they might make it, or something around it, worse. So, we were left with... that has to be good enough. Our HVAC system was making a very high pitched noise. I asked that it be fixed. Two guys came out to tell us there was nothing they could do about it... it was supposed to make that sound. A third guy came out, for a different HVAC issue. He heard the noise, changed something in the attic, and got rid of the noise.
We have 8 foot glass panels in our master shower. One panel had a scratch. We asked them to replace it and, long story short, the guy broke the other panel trying to remove it. There was shattered glass everywhere. It created tons of damage to surrounding materials. It took Toll Brothers months to get all the repairs done. The shower glass company had to bring out 6 different glass panels, 6 different times, to finally bring a panel that didn't have some kind of defect in it. A part of this whole process included repairs to our shower floor that is medium stone pebbles with grout. It took that company 3 times to get the grout right because one time, they put down the wrong color. The 3rd time, they sent out Isreal Gamez and he completely reinstalled a whole new layer on the shower floor. Isreal was awesome and really did a great job. He said the initial installers just installed the flooring in the square sheets they come in. He took the time to separate every pebble and installed them individually. The shower floor looks way better than it it first did. The initial installation was just another example of the poor quality of work.
I'm not sure what's more upsetting... the fact that a lot of the workmanship was subpar, or the fact that I was the one who had to do the quality control for almost everything. Definitely not an experience I expected when purchasing such a high-cost, luxury home.