Pro Home of Virginia

Absolutely the worst customer experience I have ever endured. This company should be avoided. The warranty department does not follow through with anything. I have had to call them numerous times to get anything scheduled. Some representatives have even hung up on me and refused to transfer me to another person. This is by far the most unprofessional company I have ever had to deal with.

Review: This company is a complete joke. They claim they are an extended warranty supplier to to home builders but they are filled with a bunch of people who, don't get back to you, delay, cry about having technical difficulties with their phone system and then deny knowing anything about your situation. Within our final home inspection, we got in writing the builder through Poop Home Metro DC were to replay a worn out carpet in our basement. My wife and I followed up with emails and call and always got the shuffle of "Oh, we're gonna do this and that" but never any follow through. Then after the warranty window is up they loose your email address and simple don't respond on your inquires. This company is horrible and please stay away from anything they try and B.S. you with.Desired Settlement: I'd like either they repair the carpet they were supposed to fix originally or pay me the money for a new carpet.

Business

Response:

December 29, 2015 Revdex.com 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Ref: Case Number [redacted] To whom it may concern, I am writing in response to the complaint filed by [redacted] referenced above. We have contacted Mr. [redacted] on behalf of their builder, [redacted], and have arranged for an inspection to be conducted regarding their basement carpet on January 11, 2016. The purpose of this inspection is to review the basement carpet issue addressed in his complaint. Some clarifications/corrections are in order regarding Mr. [redacted]'s complaint. 1. Pro Home of Virginia does not provide any extended warranties. Our role is to manage the warranty program provided by [redacted], the builder of the home that Mr. [redacted] purchased . 2. Our role is to manage warranty issues that occur after settlement, not contractual issue that are identified prior to settlement and listed on the "Punch List" (a list of deficiencies identified as part of the purchase process). Furthermore, this is explicitly stated in the builder's warranty manual that was provided to them. 3. The basement carpet issue described by Mr. [redacted] was identified and recorded on their Punch List prior to their settlement. This Punch List outlined all of those areas in their home which required repair prior to settlement. This Punch List wa s reviewed by Mr. [redacted] and a Pro Home of Virginia representative on the day of settlement to confirm completion of the various items. At that time, we reminded Mr. [redacted] that the open items on their Punch List are the responsibility of the [redacted]' project manager to address and complete. Our management responsibilities only include warranty issues that occur after settlement, not the Punch List which deals with pre-settlement issues. 4. A copy of their Punch List was provided to the [redacted] representative as well as Mr. [redacted]. This carpet issue was an open item at the time of their settlement. 5. After communicating with the [redacted]'s in March of 2012, we again forwarded this carpet issue to Chris K[redacted] on May 7 th , 2012. Chris was one of the [redacted]' project managers for their community. It was Chris' responsibility to follow-up with Mr. [redacted] and manage this issue to resolution . We have no record of what steps Chris took to address this issue with Mr. [redacted] since we were not involved in that process. 6. I do not know where a breakdown in communication occurred between us and Mr. [redacted]. I have reviewed a number of email accounts and can't find where we failed to follow up with him. It also seems odd to me that we would not have followed up in a timely manner since we were not involved in the management of this issue and would have simply referred Mr. [redacted] to the [redacted]' project manager. Nevertheless, I do want to apologize if we somehow failed to respond in a timely manner. Although this issue dates back almost four years, [redacted] has agreed to inspect the carpet in Mr. [redacted]'s basement as a gesture of goodwill. [redacted] will determine the next appropriate steps based on their findings from that inspection. Questions can be addressed to me via email at [redacted] or at 540-788-1114. President

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[We're currently working with the builder and have an appt set for Monday Jan 11 to view the carpet and move forward from there.]

Regards,