ProHome of Virginia

MrW [redacted] called from the businessThe appointment scheduled for 10/was not able to be kept because of an incorrect part brought by a workerThis business has been in contact with the customer to set the new date to address the lingering concerns

Revdex.com: 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.ProHome's Gina S [redacted] said that she would call me yesterday (10/18/16) to reschedule a follappointment for 10/19/16, but I have neither received a phone call nor has anyone come to our houseAlso, ProHome refuses to acknowledge that there is water leaking in my basement, one of the most urgent work items that was discovered since July The ProHome inspector Jeff CONFIRMED in person that there is water leaking in the basement walls, basement door, the deck door, and the bathroom air vents when I pointed it out to him; however, when I called ProHome Gina claims that the inspector did not find any water leakage problems, despite the multiple photos I specifically sent to her as evidence (also attached to this reply)I kept explaining to her that the water leakage happens when there is heavy rainfall and Jeff CONFIRMED the water leakage the day he came, but she claimed that there was no leakage discovered during the inspection, which is completely falseIf possible, I would like to talk to Jeff in person and request someone from ProHome to come to my house to inspect immediately after a large rainfall as the problem is quite obvious and ridiculous thenI do not understand why ProHome is denying the existence the problems I mentioned in my complaint and why they are closing my work orders without consentTherefore, I refuse to settle this issue as nothing has been resolved from my original complaint Regards, [redacted] ***

Revdex.com: 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 belowProHome's Gina S [redacted] said that she would call me yesterday (10/18/16) to reschedule a follappointment for 10/19/16, but I have neither received a phone call nor has anyone come to our houseAlso, ProHome refuses to acknowledge that there is water leaking in my basement, one of the most urgent work items that was discovered since July The ProHome inspector Jeff CONFIRMED in person that there is water leaking in the basement walls, basement door, the deck door, and the bathroom air vents when I pointed it out to him; however, when I called ProHome Gina claims that the inspector did not find any water leakage problems, despite the multiple photos I specifically sent to her as evidence (also attached to this reply)I kept explaining to her that the water leakage happens when there is heavy rainfall and Jeff CONFIRMED the water leakage the day he came, but she claimed that there was no leakage discovered during the inspection, which is completely falseIf possible, I would like to talk to Jeff in person and request someone from ProHome to come to my house to inspect immediately after a large rainfall as the problem is quite obvious and ridiculous thenI do not understand why ProHome is denying the existence the problems I mentioned in my complaint and why they are closing my work orders without consentTherefore, I refuse to settle this issue as nothing has been resolved from my original complaint Regards, [redacted] ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.1& 2) ProHome promised to contact *** *** about the settlement in the rear of the house*** (the subcontractor) also said that he emailed *** *** about the settlement issueIt is your responsibility to inform us about follow ups, and we have yet to hear anything from neither you nor *** *** about this issue.3) NO ONE came on 10/except for ***, and he only came to check if anyone brought supplies to fix an incomplete work order, but no one brought the supplies and so *** couldn't do anything and just leftNo one came after thatOr the next day.4) First of all, there were too many faults during the pre-closing walkthrough for us to notice everythingAlso, overtime the crack likely increased in size, making it much more noticeableThere were two attempts to fix the crack with sealant and that covered it up temporarily, but after a few days it cracked again following both attemptsIt's clearly a problem with the original construction of the baseboard of the wall and it might require nailing the baseboard more securely to solve the root of the problem. As for the survey, I am not very good at English and rushed through the survey (My daughter is translating and writing everything for me)I didn't even know if it was a survey for *** *** or ProHomeAlso at the time, I thought your first impressions, in terms of customer service, were pretty goodIf I knew that the postclosing service would be this terrible, I definitely would not rate you ‘excellent,’ as I mistakenly had done so.5) That is a complete lieAfter the demonstration, your representative *** said the sump pump is NOT workingHe said that the sump pump should function without the battery, and our sump pump does NOT function without the batteryHe even emailed ProHome about the situation and suggested that plumbing come and fix the problemAs usual, no one came to fix anythingAsk ***.6) Again, that is a complete lieNo one came on 9/1/The basement is clearly leaking water even nowYour inspector from ProHome clearly CONFIRMED the basement water leakage from the wallsWe even sent pictures to you over emailPlease stop lying.*And as a general note, your representatives that come to inspect often just close items of the work list that have not even been addressedOnly the following work items have been completed: faulty windows and door locks, basement screen door, front porch masonryOther work lists (i.edrywall cracks and nail pops, tub faucet, other remaining items on the work list) are either incomplete or closed without consentAlso, the workers you ask to come over only just inspect and never come back to fix the item. This is becoming very frustrating. AGAIN, this is a complete lie*** *** saleslady Ashley S*** even said that the humidifier from the model home (same one we purchased but did not receive) has to be installed with the AC systemOurs was installed about months after move-in and the model is NOT the sameSlightly different? IT IS COMPLETELY DIFFERENT! Ask *** *** and they will definitely attest that it is not the same humidifier in their model homePlease don't make assumptionsIt's not helping anyone. Our signed floor plan and final addendum states that we paid for two single windows in the parlor roomThe "twin window request" was on an earlier unofficial document and we misinterpreted that to mean two separate windows when gathering evidence for our complaintHowever, the final signed addendum and floor plan states the correct "two single windows in the parlor room" requestWe also notified the project manager and Ashley S*** from *** *** about the issue when walking through the house during the framing stage, and they also confirmed that it was their mistake and that they would fix itObviously, it was not fixed and even to this day they have yet to address the issueAGAIN, this is an outright lieBoth the inspector from ProHome and subcontractor *** witnessed and CONFIRMED that there is leaking from the bathroom vents. No one came to fix anything on 10/3/Gina Sfrom ProHome then called me and said that people would surely come 10/4/Again, NO ONE CAME!The faucet WOBBLESYes, at least it doesn't fall off anymore like it did beforeBut we bought a NEW house and expect high quality construction, and this doesn't even pass as decentVirginia Law states that degrees Fahrenheit is the required temperature for the water coming from the hot water faucetOur "hot water" is no where near that temperatureHow about you come and try the tub yourself and see if you can stand even ten seconds in the water? Also, your workers attempted to fix that faucet 5 times and every time it is a poor jobFinally, after many failed attempts to fix it, they stuck a nail in the faucet to semi-stabilize the faucet and left it like that and closed the work orderHow do you expect us to use something like this? The hot tub is not even usable to this dayFor the day walk-through, the same person who fixed our window frame cracks also did some drywall work, but did not do a good jobThe cracks are still visibleHe suggested that we wait until our month to fix them. For the 11-month walk-through follow up, only one person came to do drywall work and he left about about minutes before the allotted hoursWe pointed out more spots and the worker refused to do anymore repairs and just left on his own before time was upThe worker also informed us that someone would come the following day to sand the walls and finish up his workNO ONE CAME as usual.Also, how many people are assigned to do the drywall repairs for hours according to your policy? We only had one person, while our neighbors had two peopleThere were nail pops and cracks everywhere and even the worker acknowledged thatHow on earth do you expect drywall repairs from our entire house to be completed with only one person??* Also as a general note, when the workers come to repair, they do a poor job and do not completely repair anything (i.ethe deck door water leakage, hot water faucet, dry wall cracks, basement water leakage, etc.)Are you serious? Okay, there has been repeatedly missed appointments and lack of response to our complaints; how is this not poor customer service? We have repeatedly emailed the same incomplete work orders to be addressed and they still remain unaddressedNo one came on 10/3/or 10/4/and this was not a surprise for me because this has already happened to me many times with ProHomeIt's wasting my timeAlso, the fact that you, the president of ProHome, are making up lies to settle a customer complaint is really disappointing

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 to view the carpet and move forward from there.]
Regards,
*** ***

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

Revdex.com:
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.ProHome's Gina S[redacted] said that she would call me yesterday (10/18/16) to reschedule a follow-up appointment for 10/19/16, but I have neither received a phone call nor has anyone come to our house. Also, ProHome refuses to acknowledge that there is water leaking in my basement, one of the most urgent work items that was discovered since July 2016. The ProHome inspector Jeff CONFIRMED in person that there is water leaking in the basement walls, basement door, the deck door, and the bathroom air vents when I pointed it out to him; however, when I called ProHome Gina claims that the inspector did not find any water leakage problems, despite the multiple photos I specifically sent to her as evidence (also attached to this reply). I kept explaining to her that the water leakage happens when there is heavy rainfall and Jeff CONFIRMED the water leakage the day he came, but she claimed that there was no leakage discovered during the inspection, which is completely false. If possible, I would like to talk to Jeff in person and request someone from ProHome to come to my house to inspect immediately after a large rainfall as the problem is quite obvious and ridiculous then. I do not understand why ProHome is denying the existence the problems I mentioned in my complaint and why they are closing my work orders without consent. Therefore, I refuse to settle this issue as nothing has been resolved from my original complaint.
Regards,
[redacted]

Revdex.com:
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.
1& 2) ProHome promised to contact [redacted] about the settlement in the rear of the house. [redacted] (the subcontractor) also said that he emailed [redacted] about the settlement issue. It is your responsibility to inform us about follow ups, and we have yet to hear anything from neither you nor [redacted] about this issue.3) NO ONE came on 10/3 except for [redacted], and he only came to check if anyone brought supplies to fix an incomplete work order, but no one brought the supplies and so [redacted] couldn't do anything and just left. No one came after that. Or the next day.4) First of all, there were too many faults during the pre-closing walkthrough for us to notice everything. Also, overtime the crack likely increased in size, making it much more noticeable. There were two attempts to fix the crack with sealant and that covered it up temporarily, but after a few days it cracked again following both attempts. It's clearly a problem with the original construction of the baseboard of the wall and it might require nailing the baseboard more securely to solve the root of the problem. As for the survey, I am not very good at English and rushed through the survey (My daughter is translating and writing everything for me). I didn't even know if it was a survey for [redacted] or ProHome. Also at the time, I thought your first impressions, in terms of customer service, were pretty good. If I knew that the postclosing service would be this terrible, I definitely would not rate you ‘excellent,’ as I mistakenly had done so.5) That is a complete lie. After the demonstration, your representative [redacted] said the sump pump is NOT working. He said that the sump pump should function without the battery, and our sump pump does NOT function without the battery. He even emailed ProHome about the situation and suggested that plumbing come and fix the problem. As usual, no one came to fix anything. Ask [redacted].6) Again, that is a complete lie. No one came on 9/1/16. The basement is clearly leaking water even now. Your inspector from ProHome clearly CONFIRMED the basement water leakage from the walls. We even sent pictures to you over email. Please stop lying.*And as a general note, your representatives that come to inspect often just close items of the work list that have not even been addressed. Only the following work items have been completed: faulty windows and door locks, basement screen door, front porch masonry. Other work lists (i.e. drywall cracks and nail pops, tub faucet, other remaining items on the work list) are either incomplete or closed without consent. Also, the workers you ask to come over only just inspect and never come back to fix the item. This is becoming very frustrating. 7. AGAIN, this is a complete lie. [redacted] saleslady Ashley S[redacted] even said that the humidifier from the model home (same one we purchased but did not receive) has to be installed with the AC system. Ours was installed about 6 months after move-in and the model is NOT the same. Slightly different? IT IS COMPLETELY DIFFERENT! Ask [redacted] and they will definitely attest that it is not the same humidifier in their model home. Please don't make false assumptions. It's not helping anyone. 9. Our signed floor plan and final addendum states that we paid for two single windows in the parlor room. The "twin window request" was on an earlier unofficial document and we misinterpreted that to mean two separate windows when gathering evidence for our complaint. However, the final signed addendum and floor plan states the correct "two single windows in the parlor room" request. We also notified the project manager and Ashley S[redacted] from [redacted] about the issue when walking through the house during the framing stage, and they also confirmed that it was their mistake and that they would fix it. Obviously, it was not fixed and even to this day they have yet to address the issue.12. AGAIN, this is an outright lie. Both the inspector from ProHome and subcontractor [redacted] witnessed and CONFIRMED that there is leaking from the bathroom vents. No one came to fix anything on 10/3/16. Gina S. from ProHome then called me and said that people would surely come 10/4/16. Again, NO ONE CAME!13. The faucet WOBBLES. Yes, at least it doesn't fall off anymore like it did before. But we bought a NEW house and expect high quality construction, and this doesn't even pass as decent. Virginia Law states that 120 degrees Fahrenheit is the required temperature for the water coming from the hot water faucet. Our "hot water" is no where near that temperature. How about you come and try the tub yourself and see if you can stand even ten seconds in the water? Also, your workers attempted to fix that faucet 5 times and every time it is a poor job. Finally, after many failed attempts to fix it, they stuck a nail in the faucet to semi-stabilize the faucet and left it like that and closed the work order. How do you expect us to use something like this? The hot tub is not even usable to this day.14. For the 45 day walk-through, the same person who fixed our window frame cracks also did some drywall work, but did not do a good job. The cracks are still visible. He suggested that we wait until our 11 month to fix them. For the 11-month walk-through follow up, only one person came to do drywall work and he left about about 20 minutes before the allotted 2 hours. We pointed out more spots and the worker refused to do anymore repairs and just left on his own before time was up. The worker also informed us that someone would come the following day to sand the walls and finish up his work. NO ONE CAME as usual.Also, how many people are assigned to do the drywall repairs for 2 hours according to your policy? We only had one person, while our neighbors had two people. There were nail pops and cracks everywhere and even the worker acknowledged that. How on earth do you expect drywall repairs from our entire house to be completed with only one person??* Also as a general note, when the workers come to repair, they do a poor job and do not completely repair anything (i.e. the deck door water leakage, hot water faucet, dry wall cracks, basement water leakage, etc.).15. Are you serious? Okay, there has been repeatedly missed appointments and lack of response to our complaints; how is this not poor customer service? We have repeatedly emailed the same incomplete work orders to be addressed and they still remain unaddressed. No one came on 10/3/16 or 10/4/16 and this was not a surprise for me because this has already happened to me many times with ProHome. It's wasting my time. Also, the fact that you, the president of ProHome, are making up lies to settle a customer complaint is really disappointing

Mr. W[redacted] called from the business. The appointment scheduled for 10/3 was not able to be kept because of an incorrect part brought by a worker. This business has been in contact with the customer to set the new date to address the lingering concerns.

Revdex.com:
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.
ProHome's Gina S[redacted] said that she would call me yesterday (10/18/16) to reschedule a follow-up appointment for 10/19/16, but I have neither received a phone call nor has anyone come to our house. Also, ProHome refuses to acknowledge that there is water leaking in my basement, one of the most urgent work items that was discovered since July 2016. The ProHome inspector Jeff CONFIRMED in person that there is water leaking in the basement walls, basement door, the deck door, and the bathroom air vents when I pointed it out to him; however, when I called ProHome Gina claims that the inspector did not find any water leakage problems, despite the multiple photos I specifically sent to her as evidence (also attached to this reply). I kept explaining to her that the water leakage happens when there is heavy rainfall and Jeff CONFIRMED the water leakage the day he came, but she claimed that there was no leakage discovered during the inspection, which is completely false. If possible, I would like to talk to Jeff in person and request someone from ProHome to come to my house to inspect immediately after a large rainfall as the problem is quite obvious and ridiculous then. I do not understand why ProHome is denying the existence the problems I mentioned in my complaint and why they are closing my work orders without consent. Therefore, I refuse to settle this issue as nothing has been resolved from my original complaint.
Regards,
[redacted]

December 29, 2015 Revdex.com 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236  Verdana; font-size: 11px;">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