Toll Brothers Customer Care: Practical Guidance From Contract Through Warranty

Who To Contact and How Service Is Organized

Toll Brothers, founded in 1967, is a Fortune 500 homebuilder known for luxury communities across the United States. The company reported approximately $10.7 billion in revenue in fiscal year 2023 and operates through regional divisions to manage sales, construction, and post‑closing support. The corporate headquarters is located at 1140 Virginia Drive, Fort Washington, PA 19034; the main switchboard is +1 (215) 938‑8000. The primary website is https://www.tollbrothers.com, which provides links to communities, contact forms, and homeowner resources.

Customer Care is administered locally by each division. After closing, homeowners typically receive a closing packet that includes the division’s Customer Care phone number, email address, and the 24/7 emergency line (where available). For the fastest service, contact your division’s Customer Care team as listed in your closing documents or the community directory on the Toll Brothers website; the corporate number can help route you if you cannot reach your local team.

How To Reach Customer Care and What To Expect

Most divisions accept requests through an online homeowner portal (details appear in your closing packet), by phone, or by email. If you prefer the website, start at tollbrothers.com and navigate to Contact or Customer Care; from there you can choose your state and community to surface the correct division contact. Typical business hours for non‑emergency service are Monday–Friday, 8:00 a.m.–5:00 p.m. local time. Emergency support lines, where published, operate 24/7 but are reserved for urgent issues affecting safety or preventing habitation.

After you submit a request, well-run divisions target an acknowledgement within 2–5 business days and will either (a) assign a Toll Brothers Customer Care representative, or (b) schedule directly with a qualified trade partner (for example, the original HVAC or plumbing contractor). Appointment lead times depend on season and trade availability; 7–15 business days is typical for non‑emergencies. Keep your lot/block number and closing date handy—those two pieces of information speed up lookups in the service system.

Submitting a Warranty or Service Request That Gets Fast Results

Clear, well-documented requests move through the system faster and reduce repeat visits. When possible, submit through the portal so that your photos and notes attach to the work order history. If you must email or call, send a concise follow‑up email recapping what was discussed so there’s a written record tied to your address.

• Identify your home: full property address, lot/block number, community name, and closing date.
• Describe the issue: the exact location (room, wall, elevation), when it occurs, and the observed symptoms (for example, “intermittent hot water at primary shower in mornings” or “ceiling stain at kitchen, approx. 8” diameter, appeared after heavy rain on 5/14”).
• Attach evidence: clear photos or short videos; include a tape measure or coin for scale if crack/gap size matters.
• Categorize urgency: “emergency” (active leak, total loss of heat in winter, gas odor) versus “non‑emergency.”
• Reference your warranty booklet if relevant: cite the item (e.g., drywall, tile, doors) and the stated performance standard.
• Provide access windows: at least two weekday time ranges and whether someone 18+ can be present; note pets or alarm codes.

Warranty Coverage and Key Milestones

While specific terms vary by state and are governed solely by your Toll Brothers Limited Warranty booklet, many divisions follow a “1–2–10” structure: approximately one year for most workmanship and materials, two years for selected systems (mechanical, electrical, plumbing), and ten years for major structural elements administered by the builder or a third‑party insurer. Always default to the exact booklet provided at closing, as certain states impose different definitions, timelines, or dispute‑resolution procedures.

Homeowners typically schedule two major service checkpoints: a “30‑day list” (after you’ve lived in the home long enough to spot early items) and an “11‑month list” (to capture anything covered under the first‑year standards). Routine cosmetic settlement—such as minor drywall nail pops or caulk separations—are often addressed at these visits within the tolerances set in your warranty booklet. System performance items (for example, HVAC not maintaining temperature) are handled as needed and should not wait for the 11‑month visit.

Emergency vs. Non‑Emergency: What Qualifies and Immediate Steps

Emergencies are issues that pose a safety risk or cause active damage if not addressed immediately. Most divisions provide a 24/7 line printed in your closing packet for these situations. If you suspect a gas leak, evacuate and call 911 and your gas utility before contacting Customer Care. For water leaks, shut off the closest water supply valve (or the main house valve, usually near the water heater or street) to limit damage while the on‑call team is dispatched.

• Typical emergencies: active plumbing leaks/flooding, roof leaks during rain that are causing interior damage, total loss of heat during cold weather, sewer backups, electrical conditions with burning odor or sparking, stuck main entry door preventing safe egress. For life‑safety issues, contact emergency services first.
• Non‑emergencies: drywall cracks or nail pops, cabinet door adjustments, minor grout/caulk touch‑ups, single inoperable outlet where GFCI reset solves, intermittent cosmetic concerns. These go through standard scheduling within normal business hours.

Scheduling, Access, and On‑Site Expectations

Customer Care will either schedule a Toll Brothers technician or connect you with the original trade partner. Expect appointment windows (for example, 8–12 or 12–4) and a confirmation by phone or email. For warranty visits, an adult 18+ typically must be present. If you cannot be home, you may authorize access in writing, but note that many trades are not permitted to enter without a resident or authorized representative present for safety and liability reasons.

Clear work areas in advance to prevent delays—move furniture away from walls for drywall or baseboard work, remove items from under sinks for plumbing, and secure pets. Technicians usually protect floors and surfaces with drop cloths; you can request shoe covers. If a part must be ordered, ask for an estimated return date before the technician leaves and request the work order number so you can reference it in follow‑ups.

Escalation Path and Reasonable Timelines

If acknowledgements exceed five business days or an issue remains unresolved after two documented visits, escalate. Start with your assigned Customer Care Representative, then the Division Customer Care Manager or your Community Construction Manager. If needed, elevate to the Division President or Regional leadership. For formal correspondence, you may send a dated letter with photos and prior work order numbers to Toll Brothers, Inc., 1140 Virginia Drive, Fort Washington, PA 19034, Attn: Customer Care, or call +1 (215) 938‑8000 to request the appropriate division contact.

Keep a simple log: date submitted, who you spoke with, promised next steps, and actual outcomes. Attachments and before/after photos help tremendously. If your state has a statutory warranty or right‑to‑repair process, follow those timelines as outlined in your warranty booklet; Toll Brothers will generally provide written instructions if a formal notice is required.

Costs, Out‑of‑Warranty Work, and Helpful Resources

Warranty covers defined defects within the published standards and timeframes. Homeowner‑responsible items (for example, damage from use, normal wear, filter and bulb replacements, or issues outside warranty limits) can often be addressed by the original trade at market rates. Ask for a written estimate and scope before authorizing billable work, especially if you plan to coordinate multiple items in one visit to reduce trip fees.

For maintenance guides and seasonal checklists, see the Toll Brothers Home Care resources at https://www.tollbrothers.com/home-care. You’ll find practical tips on filter sizes, shut‑off locations, and care for finishes specific to Toll communities. When in doubt, begin with your division’s Customer Care contact or the main website’s Contact page to ensure your request is routed correctly and documented against your home record.

How do I claim my toll brother warranty?

Warranty requests should be submitted using the online form on the Toll Brothers Home Care site. Only registered Toll Brothers homeowners can submit warranty service requests. To submit a request, you will need a Home Care account and you must be logged onto the site.

What is the Toll Brothers class action lawsuit?

The complaint, which was filed on June 18, 2024, alleges that several Toll-related entities and others violated the Fair Housing Act by failing to design and construct residential properties in New York and elsewhere with the required accessibility features.

How long is the Toll Brothers warranty?

The Toll Brothers Express Limited Warranty
Certain specific components of your Home are covered for either one year, two years or ten years as indicated in the Standards of Performance (the “Warranty Periods”). Toll Brothers’ obligations are expressly limited to the Standards of Performance and the Warranty Periods.

How do I contact Toll Brothers help desk?

800-957-2522
For additional help, contact us at 800-957-2522. Please have your account number handy.