Home Builder reviews across the US

We have going to the festival and parade of homes here in El Paso for the past few years. As a home enthusiast I always try to get ideas to remodel our home. Each time without exception ICON has been by far our favorite home in each event, setting trends that we see in other builders in the following shows. The quality of the materials and attention to detail (paint, tile work, trims) everything seems very carefully done and supervised, something that you just don't see in other builder's homes.
My wife is just excited every time we see a new ICON home! By far, the best in El Paso.

Although I’ve heard worse stories from other builders, I’ll say this company could be much better. After several months of being in the house these are some issues I have. Sure, a house comes with standard equipment but it should be great equipment. Our toilets will be replaced soon, the design is bad leaves stains after every use and flush is weak. I know this toilet was on discount. Sprinkler system is also cheap does not connect to Wi-Fi if you want to change settings you have to stand next to it connect to blue tooth and do it there. There’s been leaks on the roof and had a leak in the outdoor kitchen valves. Finally, if you had a problem with something they threatened to cancel the build after you gave several thousands in upgrade money that you will not get back. Other than everything is great

This is the most reputable home builder I've ever come across. In October of 2017 we purchased a custom built pre-owned ICON home that was built in 2009. The home is absolutely gorgeous and the attention to detail is beyond any of the dozens of custom and mass produced homes we viewed during our house hunt.

After 3 months of living here we've only fallen more in love with the build quality provided by ICON. There was only one issue we discovered a few weeks in. One of the "hockey puck" recessed halogen accent lights used throughout the house had gone out. I tried to replace the bulb and it immediately "popped". Being handy around the house, I killed the power and looked to replace the fixture when I found burnt wires leading to it. Realizing this was probably a larger issue, I put everything back and decided I'd wait until after the holidays to call an electrician.

Fast forward a couple of weeks and I receive a certified letter from ICON Custom Home Builder addressed to the Current Homeowner. The letter stated it was brought to their attention that the "hockey puck" lighting used in many of their custom homes had been recalled by the manufacturer and to please call their office to discuss a remedy. I called ICON and they apologized for the issue, scheduled an electrician to come out, and proceeded to change out 21 of these lights with brand new LED fixtures at no cost to me...and I'm not even the original purchaser!! The certified electrician ensured they were all installed correctly and they company even sent an ICON representative to touch up the paint defects left behind from removing the old fixtures! This is hands down one of the best examples of a company standing behind their product I've ever observed. If we ever sell this house (probably won't!) I will only look for an ICON home or custom build with them.

ICON builds amazing homes and we couldn't be happier with ours. Every person involved in the process is very responsive and most importantly, any warranty issues are addressed promptly and without question, which can't be said for most builders.

We are extremely happy! We are the second owners to our home, the original owners hired Icon. We are so lucky they chose them. Almost 10 years have past and they helped us when we inquired about the plans. Elsa was incredible in helping us, even when there was nothing to gain.

Our home is built strong, luxurious and what I love the most is that it’s unique. The details in the home are impressive. We always get told we have a beautiful home.

We highly recommend these builders. Once they built the home they continue to be there for you if you need them. That’s important.

We bought a home in April 2024 and our home is beautiful! I have nothing but good things to say. From doing our final walk through with Pedro to talking with the front desk with Elsa and can’t forget Jorge Gamboa. Nothing but a pleasant experience. Pedro was very patient with us doing our walkthrough (not rushing us). And every time I had a question I would call ICON and Elsa always so courteous and willing to help. Jorge is the Customer Care Manager and this man is BUSY and yet he always finds the time to reach out and continues to make our home transition smooth and effortless. Bottom line is buying a home through ICON was the best decision we ever made. Thank you all for always taking care of us. Yall don’t know how much we appreciate it. God bless you all.

DISABLED VETERAN

I have to with regrettably poor construction and cover ups, and perhaps in our final construction of our home, I will change this review. But I have to say after being patient and waiting to close on our home. The construction would have been far worst if we were not here to see the construction of our home. We are currently waiting for our home to be completed. We were told that our home would be done by the end of June first weeks of July and now we are looking at the end of August. Rise claims it is our fault. But due to the subpar construction of our home and staying on top of the construction and holding ICON/Rise to there standards it has been a journey. I will follow up on this review once the final construction is complete.

This is our second ICON home and are just as pleased. And like with any new home, we had minor issues, but Elsa has been there every step of the way to ensure that everything is fixed and that we are happy. We can’t thank Elsa enough and the team at ICON for making our new house a home.

Jorge went above and beyond in providing the best customer service possible. He answered all our questions and concerns and always made it his priority to resolve all of our warranty concerns. Jorge was always very polite and professional with our dealings with him. ICON has a great asset in Jorge and they are very fortunate to have him on their team.

Icon is the very best builder in town I’m very thankful to Joe and his team for everything. The level of dedication and professionalism from Joe and the whole icon team made this a wonderful experience.

My husband and I closed on our ICON home in March 2024. This is our 3rd new build in El Paso and they definitely met the saying of “three times the charm.” My husband and I went with a full custom home and needless to say it was a very daunting thought at first because “what if I mess up and the floorplan doesn’t make sense or the house is ugly?! Then it’s my fault!” Thankfully, ICON make it impossible for this to happen. When we sat down for our first design meeting they didn’t show us any floor plans and instead asked us about what we wanted in a house and how our family functioned. Then they (Eber) took this information and designed the perfect floorplan for our family and almost a year later I have no complaints about it — they really heard us and designed a home that functions perfectly for us with no wasted space. When it came to everything else, they did everything in parts so it wasn’t overwhelming. Destiny was lovely in hearing my vision and suggesting designs based on what I wanted (I have no style or design skill so she was so so appreciated). During the entire build, the team was incredibly transparent and any set backs were communicated — I so appreciated that because some other builders just tried to surprise me in the past lol. The build was extremely organized and it really helped to build the trust that I have for ICON today. During the final walkthrough, Emmanuel and Jorge were wonderful. They addressed all remaining (minor) items in a timely manner and we were able to close, feeling very confident in our decision to go with ICON. It’s been almost a year in our ICON and it’s been our best experience to date. I cannot stress enough how much ICON really cares about quality and attention to detail. Their customer service/warranty is also the best I’ve ever from a home builder in El Paso (they are quick and address any issues promptly). Elsa is fantastic to work with and doesn’t let anything fall through the cracks. Jorge has also been a lifesaver for any concerns, even those that are not covered by warranty (for example. My son decided to break a window lock and he was able to order us another lock and install it for us). They really do care and honestly I wish everyone could have the same experience. Thank you ICON and your amazing team for making our dream a reality through the entire experience and even after closing.

Best Custom Homes in town, 2nd house my clients bought and fully recommended. Thank you Paula Lopez it is nice to work with Builder’s Rep like you.

Recently my wife and I bought a new home from the ICON home builders in Las Cruces , New Mexico. This professional organization treated us with the upmost of respect and politeness. They made this dream home of ours complete and we are very proud to be part of the ICON custom home builder's family. I personally want to thank Mr. Fernando , Mr. Joe , and Mr. Angel of ICON home builders for making this real estate transaction so professional and truly a pleasure to do business with.

I wanted to take a moment to recognize and commend Jorge Gamboa for his outstanding work and dedication. Ever since he took over our repairs, the process has been seamless and consistently completed to the highest standard.

Jorge is not only professional and knowledgeable, but also incredibly patient and understanding. He goes above and beyond to support his Icon buyers—even on his days off. His responsiveness, especially in urgent situations, ensures that everything is handled promptly and efficiently.

It’s truly a pleasure working with someone who is so committed to excellence. Jorge’s efforts have not gone unnoticed, and we are grateful to have him as our Icon point of contact.

In my opinion Icon is the best custom builder in El Paso. They were always responsive during the build process and have gone above and beyond to ensure that we are satisfied with our beautiful new home. Icon’s build quality and attention to detail are what set them apart. I would wholeheartedly recommend Icon to anyone that is on the fence. You won’t be disappointed.

Overall, I have been incredibly impressed by Icon and everyone I have dealt with. I was searching for a custom home builder that could take my vision and bring it to life and I couldn’t be more pleased. We were able to build a high quality custom home while living out of state and the process was seamless.

I would like to specifically call out Jorge Gamboa. Jorge has been tremendously responsive and has gone above and beyond with every single one of our requests. I would definitely rate him in particular, 5 out of 5 stars!

I recently had a minor paint request and within 24 hours of mentioning the issue to Jorge and submitting the claim, Omar had the area patched and painted. It almost looks better than new! Jorge even sent someone over to check the roof and make sure there were no leaks. Amazing customer service! And this is just the most recent experience. I could easily give 5 more examples of their outstanding care and attention.

From the design, to the vendors, to the finishing touches, I can't recommend Icon more highly.

Elsa was incredibly professional and kind from the very beginning. She quickly arranged for help with our water leak, and I was impressed with how fast everything was handled. Ramon and Chris arrived promptly and were just as professional and courteous. They fixed the plumbing issue with the condensation line, made sure there would be no more leaks, applied mold prevention spray, and repaired and painted everything so it looked brand new.

On top of that, today 9-10-2025 my garage door suddenly broke. I called Elsa and even though I was already out of warranty she still went out of her way to guide me in the right direction, and within an hour I had someone at my house who fixed it immediately. That kind of support shows how much she and her team care about their customers.

The whole team went above and beyond, and I truly couldn’t be happier with the service. Highly recommend!

DISABLED VETERAN

Built my custom home with Icon. The floor plan design with Ivet was a great experience. The finishes selections process with Adrian was so much fun. He has such a great eye for design! I had a few hiccups during the construction process mostly due to foreman changes. My final foreman, Sam, did a great job picking up where the others had left off. Houses are made by humans so there will be mistakes. The warranty that Icon has really impressed me. Dealing with Elsa was great! She’s on top of getting appointments set, is a great communicator, and responds quickly. Definitely gave me peace of mind that when things weren’t as they were supposed to be, they would get fixed.

Update: After going public with my complaint and posting reviews, I finally received a response and was provided a copy of the window invoice I had been requesting for over two months.

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I have spent over two months stuck in an email and phone loop trying to warranty defective windows in a six-year-old home. The Ply Gem windows carry a 10-year warranty. Ply Gem claims they need a manufacturer sticker on the window that does not exist or an invoice from Icon. Icon says they purchase windows in bulk and therefore have no individual proof of purchase.

The result is finger-pointing between the builder and the manufacturer, while I am told neither can help. No one takes ownership. No one offers a solution.

Today I was told the window company would call me tomorrow to “re-explain” the situation. I made it clear I do not need an explanation. I need a resolution.

If you value post-sale support, accountability, or basic customer service, I would not recommend doing business with this builder.

Elsa in charged of warranty, is great at answering our questions and getting people to come fix our issues. We have a new build, and since nothing is perfect she makes sure our issues are resolved. In a promptly manner!

We sought a local firm to help us repair and enhance our rental property that needed a lot of love. They worked with us to solve immediate problems and provided several recommendations to increase curb appeal. They provided a complete renovation of a bathroom including extensive plumbing, upgraded all the electrical wiring, added two doors (including a large sliding door), installed exterior fencing, and performed front and back yard landscaping. The work was done ahead of schedule and on budget. We received detailed quotes and invoices for all work completed, and the company was very responsive to our needs and the needs of our property. We look forward to doing business with them on larger renovations because we know they'll be attentive, professional, and thorough.