Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the early afternoon of Dec 13th, we contacted ****** H333431**353633363131H, the builder of our "new" 2023 home to honor the warranty of plumbing covered past their 1 total year of full cover anything warranty. I worded it just as such, Emergency, it&#**;s really cold, we have a young child and we can&#**;t afford the excruciating prohibitively expensive services of a plumber not covered under warranty a year in a half into purchasing a home. On this not constantly monitored line, we were completely ignored and not even answered until the 16th of December when I had to write a response to my email explaining my problem was still ongoing. The Reply was denial of service assistance because the 1 year period was over, where I had to explain that at this point the same warranty that covered me with piping past the 1 year period fell directly into issues being suffered because of the water heater. I received no reply to that until I insisted on requesting one saying that they&#**;ll send one out on the 17th. The 17th of December came and went the allocated times of a tech showing up were from 9 in the morning to noon, to which we had no help, then H3336363030**33373634H arranged for 3 pm and nothing. on the 18th we got a technician who called H3336363030**33373634H in front of us to explain the extent of the damage and how it should be handled to help us fix the problem which today culminated in H3336363030**33373634H omitting responsibility through email and refusing any labor besides giving contacts to plumbers and indicating after communication to the manufacturer of the heater, that it was solely our responsibility to figure it out, we were to procure the parts from the manufacturer and to run the installation cost ourselves at no expense to the warranty which we are still covered for. and the manufacturer of the heater was supposed to work for 10 years omitting all blame. and 3 different professional plumbers telling us that this could cost us upwards of ***** dollars, we need our home builders to fix this problem. Please Help

• Initial Complaint

  11/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  As a first time homebuyer in *******, ***** and single income household, I have had nothing but issues with Edwards Homes. I have had an issue with a leaking roof since I purchased the home. This has lead to having damage to the drywall which I have had to pay out of pocket each time to fix. Edwards Homes has been informed via email and it takes them several days (if ever) to respond. They state that theyll come out to inspect but they dont follow through. This issue is causing a severe risk to the health and safety of myself and my family.

  

  Business response

  11/22/2024

  Dear Ms. ********************* you for bringing this matter to our attention. At Edwards Homes of *******, we prioritize providing exceptional service and promptly addressing any concerns our valued customers may have.
  

  We have already been in contact with Mr. ************ regarding the issues outlined in his complaint. We are actively working with him to resolve this matter and have offered to inspect the affected areas and take the necessary steps to address his concerns. At this time, we are awaiting his availability to schedule a visit to his property, so we can ensure a timely and effective resolution.
  

  We understand how important this is to Mr. ************* and we remain committed to providing the support and resolution he deserves. We will continue to communicate with him directly to address his concerns and provide updates on the progress of the repairs.
  

  Should you require further updates or additional details, please do not hesitate to reach out to me directly. We value the Better Business Bureaus role in fostering trust between businesses and consumers, and we appreciate your guidance throughout this process.
  

  Thank you for your time and understanding.
  

   

  Sincerely,
  Warranty Department
  Edwards Homes of *******************
  Phone: ************

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new home from Edwards Homes on November 2, 2022, with the understanding that it came with a one-year warranty covering defects and necessary repairs a crucial factor in our decision. Since then, we have faced a persistent roof leak and electrical issues in the kitchen, both reported to Edwards Homes via their warranty email address *********************************************************** shortly after we moved in. Despite numerous attempts to resolve these problems, they remain unresolved a year later.*******, the ******* assigned to our case, has repeatedly visited the property, often unannounced and without scheduling appointments. On at least three occasions, he has made verbal promises to repair the issues but failed to follow through. This lack of communication and consistent failure to take action has led us to believe that Edwards Homes is not committed to honoring their warranty obligations.We are extremely concerned that the ongoing roof leak, now over a year old, has caused mold growth within the walls. Every time it rains, there is an extremely strong smell of mold throughout the house, including my home office where I work for 10+ hours a day. This makes working from home incredibly difficult, especially during the rainy season, and poses a potential health hazard to my family.Edwards Homes' lack of communication, broken promises, and disregard for the potential health hazard caused by the unresolved leak and potential mold is unacceptable. Their actions demonstrate a blatant disregard for their warranty agreement and a lack of commitment to customer satisfaction. We feel deceived by their empty assurances and are pursuing this complaint to hold them accountable for the repairs they are obligated to provide.

  

  Business response

  10/29/2024

  Dear ****** *******,
  Thank you for bringing Mr. ***khourys concerns to our attention. We understand and take all customer concerns seriously, especially those regarding warranty and necessary home repairs. Below is our response to Mr. ***khourys complaint.
  Timeline and Warranty Expiration
  Mr. ********* purchased his home on June 22, 2022, and received a one-year limited warranty, which expired on June 22, 2023. This warranty provided coverage for qualifying defects and repairs as outlined in the agreement. The home is now beyond the warranty period, which ended more than three months ago.
  Warranty Service and Repairs
  During the warranty period, our team responded to Mr. ***khourys requests regarding issues he reported with his roof and kitchen electrical system. Our *******, *******, visited the home multiple times to address these matters and performed qualified repairs as necessary while the warranty was active. Any remaining or new concerns reported now fall outside the warranty terms.
  Commitment to Quality
  Although the warranty has expired, we appreciate Mr. ***khourys feedback and are committed to quality service. Should he choose, we can provide referrals to third-party service providers who can assess any current issues independently.
  Please let us know if this response meets BBBs review requirements, and feel free to reach out with any further questions.
  Sincerely,
  Edwards Homes of ************
  *********************************************
  *****************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB Team,I'm filing a complaint against Edwards Home Warranty due to unresolved issues stemming from my 1-year home warranty agreement. Your assistance in facilitating a resolution would be greatly appreciated.I signed a home warranty agreement with Edwards Home Warranty for property repairs and maintenance. However, I've encountered frustrating delays and issues, including:Lack of Communication: Despite my efforts to reach out via phone and email, Edwards Home Warranty has not responded regarding the repairs covered in the agreement. This lack of communication has resulted in missed appointments and a lack of progress.Missed Appointments: Their technicians have repeatedly missed scheduled appointments without notice. These no-shows have caused considerable inconvenience and disrupted my schedule.Property Damage: During a recent technician visit, my existing issues were ignored, and damage was caused to my garage floor. Edwards Home Warranty failed to acknowledge or rectify this damage.Requested Resolution:I am seeking a fair and timely resolution:A comprehensive assessment of recent damage, including my garage floor and garage door's condition.A detailed plan outlining the garage door replacement and necessary epoxy work, including timeline, materials, and qualifications.Repairs completed by qualified professionals adhering to industry standards.Compensation for the stress caused by missed appointments and property damage.Supporting Documentation:Photos of the garage floor damage caused by technicians.Records of missed appointments and communication attempts.Desired Outcome:I aim for a swift and satisfactory resolution. I hope the BBB can help facilitate communication between Edwards Home Warranty and myself, leading to a fair agreement that respects our contract terms.Thank you for your assistance in resolving this matter.Sincerely,*************************************

  

  Business response

  08/23/2023

  ********************** has made a complaint requesting "swift and satisfactory resolution." in addition "hope[ful] the BBB can help facilitate communication between Edwards Home Warranty and [**********************.] leading to a fair agreement that respects our contract terms.

  Edwards has, and will comply, with the terms of the contractual agreements.  Unfortunately the ************** allows for "construction defect/s" repairs and most cosmetic damages, whether or not caused by the buyer, may not qualify under the warranty. 

  Kind regards,

  Edwards Homes

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since October we have been calling and emailing the company. The First **** that worked our case had told us we could select tile but gave us the run around for months. We finally reach them again, a new lady has to start over the case again. This one said we couldnt choose the tile, that it has to be the same as we have indoors because the front step of the home has that tile. That was a phone conversation, where we asked to talk to a manager, but were told she would relay the message. She got back to us with a no, and no explanation. If I were building this house anew now, adding tile in the front, they wouldnt tell me that I cant have a different tile. Our home is brown and beige, by their own standards the gray tile wouldnt fit outdoors. We havent receive an adequate explanation nor resolution. We want the job finished with a different color tile, doesnt even have to be outdoor tile- just not the same tile we have indoors.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchase and moved into our home December 2021, till this day 11/09/2022 we have multiple items of our 30-day warranty list still pending. Many emails and phone calls have been made and we get nowhere or get no response from Edwards Homes. In the past, two appointments have been set up and subcontractors were a no show. -paint blotches throughout the hallway and master bedroom ceiling -cabinet damage and some cabinet doors rub when closing -paint is pealing in garage near garage door there is grout that was left behind/ not cleaned on tile in master shower that will not come off -Stucco throughout the house has brown spots -Landscaping rocks were either not spread-out evenly or not enough rock was installed, dirt plastic covering under rocks are showing

  

  Business response

  11/23/2022

  Qualifying defects are covered by the warranty agreement. Not all after-move-in damages are covered by the warranty.  We have been working diligently with all of our customers, including Mr. *****, to facilitate their qualifying repairs. Edwards will always repair all Qualifying defects. We may not get to the repairs as soon as the Buyers may wish, but in time, we will do our best to schedule and repair.

  We Thank You in Advance

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a house from Edwards homes on February 18th 2022 and since the first day we move, Im filling complains to warranty because they left my master restroom cabinets incompleate. They have given me appointments but they never show up and they have even stop answering my complaint emails. Then, more and more problems are coming since time elapse, the tile from the shower are cracking and paint from the outside adress number is terring apart. I even went to their warranty office and the lady in there was really rude and just gave me an appointment for October 19th, but since always, they dont show up or call to excuse their absence.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contract signed 2/2021 paid $500 dollars to build new home. Per builder home would be done by Sept 2021. Builder did a price increase for 6k on 7/2021 and we asked an attorney to write a rejection letter. ****** was sitting outside home for 8 months. July- Feb 2022. We hired a termite inspector to confirm it was ok/ paid 100 dollars. On 05/2022/ builder send a second price increase for 50k. We rejected as well. We Traveled back and forth from ********** to check status of home been built. Spend thousands of dollars. Per builder we were still in contract after rejecting both price increases/ emails were also been sent back and forth on behalf of builder. On Oct ************************************************************* notifying us. We had the funds ready to buy the home, we had everything ready. We also had our dreams crushed and all the money/ effort/ time spend in custom building this home as well as our personal time and energy. Their practices are breach of contract and they have also done this to hundreds of people and are getting away with it. Our sons grave is in ******* ** near this location/ which also created an emotional breakdown within me. This company is not only been selfish but crushing someone's dream and this needs to stop. We found out that they had sold our home; by driving to the home to check the status and their contractor was outside and provided this information to us.

  

  Business response

  10/27/2022

  The buyer/s on the home did not comply with the terms of the agreement.  The agreement allowed for a termination,that Edwards properly exercised.

  The buyer/s are more than welcome to come by and visit our model home/s.  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out in regards to our new Edwards home. Weve dealt with a lot since signing our contract in February 2021. We did not close until May 2022. But since, since we have come across plenty of cosmetic issues they refuse to acknowledge and address them. Once we moved in, there were plenty of issues. To start off, when we got the keys the house was dirty, and I mean used and dirty. The toilet was left used, trash in the yard, floors were dirty and countertops were dusty. On top of that, the cabinets in the kitchen have other issues. As you will see in the pictures, the cabinet above the microwave has a hole that was left open and taped to cover it up. Others have holes and damage that we asked to get addressed but were told it could not be replaced and only "fix and patch." I have also asked multiple times from the warranty department to replace the backsplash in our master bath since our first walkthrough. Again they would "fix and *****" but never replaced, and when they did, it ended up looking worse. Some tiles are crooked, sharp, and have terrible cuts. We were also left with a hole behind our water heater floor that has yet to be fixed. But the biggest one so far is our roof leaking. We had leaked twice prior to today and supposedly they fixed it, but here we are today after another downpour and we leaked, even more, damaging some of our items. Unfortunately, it being the weekend we cannot get a hold of someone but we need help! At this point, our roof is bubbling and continuing to leak. We need this addressed, mainly replaced/fixed and replace our damaged goods. Please help so they fix this and it doesnt happen to others. We have pictures and emails to serve as proof of all this. It is unacceptable especially when we were up-priced twice after signing our contract. The price should reflect the work and it doesn't.

  

  Business response

  08/25/2022

  Below please find our response.

   

  Roof Leaks - It is not uncommon to FIND leaks during these months as it is ******** monsoon season. It is typical to find leaks during these times.  Accordingly, New Home Builders use storms to depict the leaks then repair the leaks.
  
  Blemish when taking up close photos It is not uncommon for blemishes to reveal the most insignificant marks. Hence the reason for close up photos.  The ************** defines Defects and rest assured defects as defined by the State will be repaired if they are qualified warranty items.
  
  Final Clean on a Home It is not uncommon for Buyers to be desperate to MOVE-IN to their new home. It is natural.  There are times when a home buyer, out of desperation, insist on keys immediately after they make their final walkthrough.  So, lets say the Buyer had their final walkthrough at 9:00 AM, they sometimes want the keys before 5:00 because it is a Friday. This is common. Edwards will sometimes provide keys to buyers that are desperate to move in.    

  Customer response

  08/26/2022

   I am rejecting this response because:
  
  We are still waiting to hear back regarding our mattress that was damaged due to the roof leaking. Besides we have pictures of the roof where it wasnt even appropriately done. Not all issues have been addressed. We are still waiting on the master bath tile to be replaced. A gentleman came and he himself said edwards has been having this issue and using the wrong cutter, leaving us with a sloppy look. He said the best thing to do is remove ALL the tiles and start from the beginning, which is what I asked from the start. I dont expect the house to be perfect, but I at least expect it to look like it was done by professionals and not 5 year olds. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home with the assurances of Edwards Homes thewindow shutters would be provided within 30 days after I signed contract on 12-27-21. Two months later, Edwards Homes finally came out to install window shades, but not the ones they had on display at the model home; these were cheap Venetian blinds. The ones at the model home were faux wood shutters. I specifically asked the Edwards rep about these shutters and she assured me the shutters were standard in all the Edwards Homes. I have made several attempts to resolve this issue, but have mostly been given the run around. Edwards Home did eventually offer $467 as a credit which is a ridiculous amount to cover all the windows in my house. That amount is completely insufficient to purchase and install shutters on all the windows.I signed a contract with what I thought was an honest and reputable company, and again I emphasize that Edwards Homes gave assurances my shutters would be forthcoming. I am very disappointed at the lack of customer service and am therefore submitting this complaint in hopes of soliciting a positive resolution from Edwards Homes as they are ignoring and refusing to respond to my calls and correspondence. I want Edwards Homes to provide and install the window shutters as promised when I bought this house, and as part of their new home package.

  

  Business response

  10/03/2022

  It is not uncommon for builders to include language within a purchase agreement covering delays caused by acts of God, pandemics, fire or other casualty,strikes, boycotts or non-availability of materials. 

  Paragraph 8 of the purchase agreement may have contained the following: Seller may substitute materials, equipment and appliances of comparable quality for those specified in the Construction Documents.  If substitutions are not available Seller may provide a voucher in the amount equal to the Sellers budget for the specific substitution item. 

  Customer response

  10/12/2022

   I am rejecting this response because:
  I do not agree with the amount Edwards Homes is offering for the blinds. Several of the blinds will have to be custom made due to the size of the windows. I would also have to pay for installation. The amount they are offering is no where near the actual price. 
  
  

  

  Business response

  10/18/2022

   

  Pursuant to purchase agreement, substitutions are allowed on certain materials. It is recommended the Buyer familiarize themselves with the purchase agreement. 

  It is not uncommon for builders to include language within a purchase agreement covering delays caused by acts of God, pandemics, fire or other casualty, strikes, boycotts or non-availability of materials. 
  Paragraph 8 of the purchase agreement may have contained the following: Seller may substitute materials, equipment and appliances of comparable quality for those specified in the Construction Documents.  If substitutions are not available Seller may provide a voucher in the amount equal to the Sellers budget for the specific substitution item. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩