ComplaintsforProHome of Virginia

• Initial Complaint

  05/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is responsible for warranty repair for a new home. I attempted to contact them to schedule for a repair to the issues in my home for two weeks. Every time I called, a customer representative would told me the person who is responsible for scheduling services was busy on the line and would call me back once available, but I never received a call back. The primary issue I was trying to call them to repair was an issue they had fixed temporary, but the issue was gotten worse. I would like to get this resolved as soon as possible because the home condition is getting worse every day.

  Business response

  05/27/2021

  To whom it may concern,

   

  I’m writing to follow up on this complaint. I apologize for my delayed response. I was travelling from 5/1 through 5/12 and the initial email notifying me of this complaint got buried in the emails that accumulated during my absence. I rediscovered it while working through the old emails but then discovered that my ability to respond via your portal had been deactivated. I hope that you will reconsider and append the record of this complaint to include this information.

   

  We conducted an inspection of Mr. **** two concerns on 5/4/2021. One concern dealt with a drywall repair that had been done in January 2021. The other was a new concern regarding an occasionally overflowing gutter.

   

  Our field inspector reviewed Mr. **** concern regarding a  drywall repair that was performed by the builder’s subcontractor in January 2021. The field inspector concurred that the drywall work performed by the builder’s subcontractor was not repaired properly and should be redone. This work is scheduled to be performed on 6/1/2021.

   

  The overflowing gutter was also reviewed with Mr. ** during the inspection. Mr. ** stated that he had his gutters and downspouts cleaned but that they still occasionally overflow. The builder designs and sizes gutter systems predicated on the roof of the home that is being built. The gutter systems are designed to accommodate the runoff of rainwater during periods of normal rainfall. However, heavy rainfall – such as downpours – which can occur due to storms of stronger intensity can/will exceed the design capacity of a properly sized gutter system and cause the water to overflow from the gutter. This was explained to Mr. ** and he was informed that the overflowing gutter is not a warrantable issue under the builder’s **** ****** Homes) warranty. It should also be noted that Mr. **’s warranty started on 8/1/2019 and there have been no warranty claims regarding overflowing gutters prior to this recent inspection.

   

  Again, my apologies for the delay in responding to the initial complaint. Please feel free to contact me if you have any further questions.

   

  Sincerely,

   

   

  ****

   

  **** *****

  ProHome Metro DC

  **** ******* ****** ***** ***

  Manassas, VA 20110

  ******* ************* *** ***

*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. ↩