Consumer complaint received 2026-01-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: TOLL BROTHERS INC
State: PA

Complaint narrative:
I was Discriminated, Retaliated Against and Bullied by Toll Brothers Sales Agent XXXX XXXX XXXX , based on my XXXX  and Race. On XX/XX/XXXX, my wife and I entered into a contract with Toll Brothers XXXX in XXXX XXXX, for {$620000.00}. We gave the sales agent XXXX XXXX a Deposit for {$21000.00}. It was discussed by myself, my wife, Toll Brothers Sales Agent XXXX XXXX, that I would be securing my own lender and realtor and that I did not want to use Toll Brother Mortgage Company because I was not comfortable with Toll Brothers Mortgage Process because of the conflicting conversations of their mortgage company representatives not understanding the VA Loan Process for 100 % XXXX Veterans, which included and their exorbitant fees and interest rates for XXXX Veterans. My wife and I were informed by XXXX XXXX that we were not allowed to secure our own realtor as it would prohibit and limit us from receiving certain incentives if we did not use a realtor. We advised her that we wanted to secure our realtor but we were Bullied and Intimated from using our own realtor as we would not be able to take advantage of higher incentives offered by the builder. I also signed the VA escape clause that would return all deposits monies to a XXXX Veteran. On several occasions I requested a copy of the VA Escape Clause in which I signed in the office of XXXX XXXX after she had downloaded the form from her office computer. We complied with the listing of our home which has been on the Markert since XX/XX/XXXX but unfortunate within our marker we have not had buyers willing to submit a legitimate contract offer. We assumed either due to the high interest rates or Federal Government Shut Down. 
A few months later we were bullied a second time by XXXX XXXX indicating if our home does not sell we would be in default and loose our deposit. I reminded her that we had an escape clause that was signed and part of the VA Rules. She also said she could not find the additional form that I signed which was the contingency clause for Veterans. I was very upset at that point because I had given her {$21000.00} and if she would have allowed me and my wife to bring our own realtor I believe there would have been a different outcome and way of handling the forms because we would have had a professional looking out for our best interest instead of having XXXX XXXX representing her employer Toll Brothers and the buyer me and my wife which should have been conflict of interest. 
On or about XX/XX/XXXX I received a telephone call from XXXX XXXX Manager XXXX XXXX in a unprofessional manner indicating that I did not follow the terms of the contract and I asked him to tone it down because my wife and I did follow the terms of the contract and I informed him we can not make anyone purchase our home. Weve had open houses and it just has not attracted the right buyer or buyers. I informed him that I was going to file a complaint with HUD and I he hung up the telephone on me. A few days later, I received a call from XXXX XXXX, that I had to sign terms letter stating we were in default with a {$250.00} per day periderm or we would be taking to court for the entire amount of {$620000.00} plus attorney and all applicable fees associated with the home. I asked how many other Toll Brothers Buyers were treated the same way as we are being and I was told it was none of my business. Thats when II knew something was wrong because they had me and my wife sign a Non-Disclosure Agreement and we could not talk with anyone within the community about their experiences or we would be sued by Toll Brothers. 
I informed XXXX XXXX we still want to purchase the home we just need more time to sell our home. On XX/XX/XXXX, I received an telephone call and email from XXXX XXXX, indicating that Agreement of Sale was terminated, during the telephone call I asked did are you keeping the {$210000.00} deposit and she said yes and I asked a additional question of Toll Brothers will not seek any additional monies and she said no, the {$21000.00} was sufficient. Now on XX/XX/XXXX, I receive a formal letter in retaliation because earlier I stated I would be filling a HUD complaint, they are asking for an additional {$50000.00}, when I was informed by XXXX XXXX on XX/XX/XXXX that no additional monies would owe or collected. 
I informed s. XXXX, it was illegal to keep our {$21000.00} deposit since had signed the VA Escape Clause and Contingency Form in her office. She stated she had no idea what I was referring to and that I must had been mistaking and I informed her that I was not mistaken and that I would not have moved forward without signing both forms as required by The Department of Veterans Affairs that both forms protect the Veterans. XXXX XXXX took advantage of me because she knows that I am very ill from The XXXX XXXX Toxic Water Contamination and that the reason for purchasing this home was that I could be close to XXXX University and XXXX University for XXXX XXXX associated with The XXXX XXXX Toxic Water Contamination. I have Multiple Medical Diagnosis confirmed by the Department of Veterans Affairs, XXXXXXXX XXXX XXXX XXXX, etc. Purchasing the home in XXXX XXXX, would have allowed me to be closer and infusions and medical treatments instead of traveling from XXXX  to XXXX in case of any side effects which are ongoing as a result of new medications that I am receiving from current treatments. 
I asked XXXX XXXX was it illegal to force me and my wife to use Toll Brothers Mortgage and she said we have too in order to purchase a home from Toll Brothers. I informed her that we have the right to secure or use our own lender and she stated that it was Toll Brothers Policy and it was within Toll Brothers Contract that we signed. I asked then why cant we have our own realtor to read over the contract because I was not a realtor and only realtors could understand the real estate contracts? After we ended the conversation, a few minutes later, XXXX XXXX stated to me that she received a telephone call from her loan officer indicating that I refuse to use Toll Brothers Mortgage Company and I informed her I did not. My wife and I were forced to submit an application with Toll Brothers per the contract or we would not be allowed to purchase a home from Toll Brothers, I told her I thought it was illegal to force me and my wife to use Toll Brothers to purchase a home and she said read the contract. The three Toll Brothers Loan Officers we worked with kept giving us conflicting stories, one said were pre-approved, the second loan officer said we were approved and the loan officer manager said we were not. It became a frustrating process with being able to have our own realtor to guide us through the process and if we were allowed to have our own realtor without being retaliated against, I truly believe that we would not have had to sign a Non-Disclosure Agreement, in which other resident may have not had to sign but we believe because of our Race, Gender, Color and our XXXX. I am a 100 % XXXX Veteran and my wife is XXXX XXXX, with paperwork from the Social Security Administration. that we were forced to signed a Non-Disclosure Statement to keep us quiet and not disclose or file a complaint with HUD for Retaliation with filing a complaint because of illegal practices against me and my wife. 
It was not later until I threaten to file a HUD Claim, that I was allowed to secure my own lender but not until I complained to the CEO of Toll Brothers. I still was not able to secure my own realtor but they allowed an additional incentive which I was informed by XXXX XXXX months later that I would have received the same incentive if I had a realtor. I stated to her that was not said to us when we asked about having a realtor to represent us for our best interest. 
At this point we had no choice but to concede because we were stuck between a rock and hard place because our home was for sale as per Toll Brothers Contract and the signing of the VA Escape Clause and VA Contingency Form. Again, I am a XXXX suffering from The XXXX XXXXXXXX XXXX XXXX XXXX and wife XXXX XXXX is XXXX XXXX and XXXXXXXX XXXX XXXX. So, my wife and I had to submit our application to Toll Brothers Mortgage even though we were very reluctant but for fear of continuous retaliation and Discrimination based on our Race and XXXX, we had no choice to continue the process and the fact they had our {$210000.00} deposit and XXXX XXXX made the statement that we would forfeit our deposit should we not move forward with Toll Brothers Mortgage Company.

Company response to consumer: Closed with explanation