Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new construction condo from Edge Homes in Saratoga Springs in June 2024. After the upstairs neighbors moved in I informed them in January of 2025 that soundproofing is inadequate. I reported it well within the warranty period and I asked them to perform acoustic. I informed them that the I do not believe my condo is up to code for soundproofing per the International Building Code (IBC) – 2021 Section 1206.2 and Section 1206.3.
  
  I explained that there could very well be a defect due to the amount of noise transmission and vibration in the ceiling. I asked them to perform acoustic testing using a third party to ensure the construction is up to code. The refused and said they would not do any testing to confirm. They said the building passed inspection by the county. I explained that the inspection is primarily based on safety and soundproofing is typically not tested during this type of inspection. I asked them if they have test results showing the soundproofing is up to code to send it to me the results. They did not because this was not checked in the inspection. I asked them again to perform acoustic testing to ensure the building is up to code. They refused. I cannot perform the testing myself as I would need access to my neighbors upstairs unit and this would need to be coordinated by builder/HOA.
  
  The current sound transmission is unbearable. I work from home and wear sound deadening earmuffs with blue tooth. I can still loud banging and impact noises from the floor upstairs. I can get waken up during the night due to neighbors intimacy upstairs and getting up going to bathroom.
  
  Do not ever buy from Edge Homes. Fox13 did a report on poor soundproofing for Condos built in Riverton by Edge Homes. Edge Homes said they were not within warranty. I reported within warranty and they have refused to assess the problem or test that the building is up to code. This is an absolute nightmare situation.

  

  Business Response

  Date: 07/03/2025

  Due to the long holiday weekend, we are unable to respond to this complaint in the time allowed and ask for an extension to early next week. 

  

  Business Response

  Date: 07/07/2025

  Thank you for the opportunity to respond to the homeowner’s
  concern regarding sound transmission.
  
  At EDGEhomes, we take all homeowner feedback seriously and
  understand how important a peaceful living environment is. Unfortunately, complete sound isolation is nearly
  impossible to achieve on attached housing, but we strive to deliver an
  excellent product.  We also recognize that sound sensitivity can
  vary from person to person, and we appreciate the opportunity to clarify how we
  meet building code requirements.
  
  According to Section 1206 of the International Building Code
  (IBC), acoustic performance in residential construction can be addressed in one
  of two ways:
  Performance-based
  compliance –
  where the completed structure is tested to meet minimum sound ratings.
  OR
  Prescriptive
  (assembly-based) compliance – where the builder uses pre-tested assemblies
  that are known to meet or exceed the required standards.
  
  Like most builders, EDGEhomes follows the proactive
  prescriptive approach. Prior to construction, our architects specify assemblies
  that have been tested and verified to meet or exceed the IBC’s minimum Sound
  Transmission Class (STC) and Impact Insulation Class (IIC) ratings. These
  assemblies are reviewed and approved by the local municipality as part of the
  permitting and inspection process.
  
  The IBC has a 5-point difference between lab-tested and
  field-tested ratings (e.g., STC/IIC 50 in lab vs. 45 in field) to account for
  real-world conditions such as construction tolerances, background or
  environmental noises, penetrations, junctions, or workmanship variations which
  can affect field test results.
  
  While we are confident that our assemblies meet the required
  standards, we understand that individual experiences may vary. We also
  encourage open communication with neighbors and recommend reaching out to the
  HOA for additional support if needed.
  
  Please let us know if we can provide any additional
  clarification.
  

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a condo that was constructed by Edge homes. As soon as I started getting neighbors moving in, I started hearing them. I can hear cabinet doors opening and closing, neighbors talking to each other, neighbors walking around in their units, tv and music, cars driving outside, and babies crying.
  
  I contacted Edge under my home warranty several times to resolve the sound issues and they kept promising to fix it but never even sent anyone out to my home. This isn’t an issue of my neighbors being excessively loud - this is an issue of every day noises being carried across units. These noises disrupt my daily routine and often disturb my sleep. I should have the right to privacy in my own home.
  
  Edge has now stalled long enough that my home warranty has run out, despite me attempting to contact them regarding the noise issue prior to the end of my warranty. I’m worried that they will now refuse my claim because of their refusal to address my claim within the time limits of my home warranty.
  
  I understand that no soundproofing can stop every noise and if my neighbors were being excessively noisy I would be addressing this issue with them. However, I am hearing their conversations, tvs, music, cupboard doors opening and closing, etc. at levels that I shouldn’t be able to IF Edge constructed the condos the way I was told that they did.

  

  Business Response

  Date: 11/28/2022

  Representatives of EDGE Homes and the insulation company met with the customer on Monday the 21st. We explained to the customer the insulation and sound reducing components installed in the walls and floors between the separate homes in the building, as well as the inspections that were performed by the city inspectors at the time of construction.
  The customer mentioned she was having a third party inspection of the home and offered to send us a copy of the report. Once we receive it, we will review the report and make any code required corrections.

  Customer Answer

  Date: 12/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as stated multiple times to Edge, my complaint is that Edge has constructed a home that has such poor sound insulation that I can hear my neighbors coughing, sneezing, opening and closing doors and cupboards, playing music, and watching TV at reasonable levels. I don't care that Edge is saying they built the condo up to code - they were still negligent and didn't soundproof my condo enough. Whether they built the condo up to code or not is suspect, but the complaint is that I can hear EVERYTHING and I shouldn't be able to just because Edge can't properly soundproof.
  
  
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a condo from Edge Home, and the microwave is broken when we moved in. We contacted the appliance warranty contractor, and they came and checked the microwave. The microwave was dropped to the ground when Edge installed it, and the warranty contractor said we need to get a replacement from Edge. That happened in June. Now Edge is ignoring our request for a microwave replacement. We have been trying to get them to replace the microwave since June and we still have not got any resolution from Edge.

  

  Business Response

  Date: 10/05/2022

  This has been resolved. The microwave was replaced a while back. Please advise if this complaint needs further action. 

• Initial Complaint

  Date:08/24/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When my partner and I first started the process of building our home we worked out some numbers with their preferred lender and at the time the monthly payment was doable for us. Now, with the rates being higher it made the monthly payments about $1000 more and its just not doable for us anymore. We initially started working with one of their agents but a few months ago she quit and we were given a new agent that we spoke to once over the phone only because we asked to schedule a call with him and now we cant even get a hold of him at all... All we want is to speak to someone to cancel our home and get our money back that we were promised we would get.