As soon as the down payment was made, Edge Homes was very difficult to communicate with. They installed incorrect appliances (the basic, not the ones we upgraded to) and passed the blame to the appliance provider. After the initial walk-through, they neglected numerous items that we clearly marked (in the manner that they requested) to fix and/or complete. We had to keep asking them to complete the items; they dragged their feet and it took longer than they said it would (by weeks).
Also, they left a construction mess inside the "finished" home (i.e., debris from microwave and dishwasher installation, nails/staples in carpet, saw dust, etc.), even after they said it was ready for move-in. I asked them via email to clean up their mess, and the reply I got was they cleaned up to "industry standard" and things were "broom cleaned." I took pictures of their "cleanliness" and told them that I had done so, which prompted a response from Edge Homes that said they had told their clean-up crew to clean, but were then told that the clean-up crew failed to show. Edge Homes doesn't really known who's doing what.
They had also told me (through my real estate agent) that a few unfinished items (i.e., vertical blind installation, window screens for the entire house, etc.) would be finished before Thanksgiving (of 2009), and they were not. They were finally completed a few days before Christmas, after much back-and-forth via email and me having to leave work and be home.
It was a pretty frustrating first month in the new home. So, there were a lot of emails, and pushed back dates for completing items. I even surrendered some items just to be done with trying to communicate with them.
Then, the 90-day service request date come up on February 24, 2010. I followed their instructions from the welcome packet: I kept record of the items that either weren't complete, damaged during building, or that needed fixing and faxed it to their main office (on February 25, 2010), as well as asked them to contact me via email or phone to set up a time to deal with the items.
I didn't receive any contact from Edge Homes, so I called their main office on Monday, March 1, 2010. No one answered (mid-day), so I left a message and asked them to call me back (giving my number again). I wasn't contacted that day or by mid-day Tuesday, March 2, so I reluctantly emailed the individual who I was communicating with back in December of 2009 initially.
He finally responded via email that day, but said he was "not following" me on some of the items I requested to fix. (Right there, that told me that they did receive my fax the previous week. So, why didn't they contact me then? Or sooner?) I replied that if he would tell me what he wasn't following, I could elaborate (even though I made each item very clear).
The Edge Homes rep then replied and said that he would not complete the unfinished drywall underneath my master bathroom vanity, as it was "after the fact."
(Related note: back in November of 2009, before I closed on the house, I was told I could still upgrade to a dual-vanity in the master bath--we entered the purchasing phase due to someone else falling through their loan--but then the very next day, Edge Homes installed the single vanity, which was more miscommunication. I reiterated that I wanted the dual, and they said it was too late, but to do me a favor, they could install the dual for $100 on top of the upgrade fee. I didn't think it was fair, but met them halfway and paid an extra $50. Due to the vanity upgrade, the drywall underneath both sinks is not finished for some reason.)
I informed the Edge Homes rep that I was never told that I'd have to live with a large hole underneath my vanity and that a lot of hot air was coming through every time the heater was on. But, I knew my plea was falling on deaf ears, so I just said whatever and agreed to him at least fixing the rest of my items on the 90-day service request. We set an appointment for Thursday, March 4, 2010 at 1:00pm.
Lo and behold, at 9:00am on March 4th, the day I rearranged my work schedule to meet the Edge Homes rep at my home, I receive an email from a different rep, stating that he could not make the appointment, as he had an emergency out of town. (Just my luck; why couldn't they schedule someone else to make the appointment? Is there just two people working at Edge Homes?)
That was the last straw, and I told them to not bother attempting to make other arrangements, as I was tired of having appointments set and then broken (starting back in November of 2009). I just came to the reality that I would have to hire out professionals with my own money to get the service and quality I wanted.
Their response is that, as of March 8th, they just hired an individual to handle all of the warranty issues, and they never had someone to handle them before in the past. Yeah, that sounds like a great time to realize you need someone in that capacity; months after you finish building your houses with homeowners complaining that they can't get a hold of anyone.
My last email to them stated my frustrations with their company, as they did not seem to have a grasp on good customer service, were disorganized from the start, failed to plan ahead, did not make me feel like a priority, and had too much disconnect from one step to the other. I told them that I had no confidence in their company, they did not meet my expectations, and to not contact me about service items, as I'd handle it on my own.
Their response was that they've had "a lot of growth" and that "this is a growing pain." Well, from my point of view, they're just too new of a home builder to know what they're doing and that they're a pain to work with. Hopefully Edge Homes grows up soon, because right now, they're too amateurish in too many aspects.
I had dealt with home builders before for other houses, and I never experienced terrible service like this. I would recommend going with a more established home builder.