ProHome of Iowa

Rick Clark was the ProHome warranty rep who handled the warranty on the house we built through Kimberley Development. Rick’s inability to provide timely responses and accurately relay to the builder the issues with our home has done nothing more than cause the finish work on our house to drag on. Below are some examples of our experience: Personal insults: On 9/11/2017 I confronted Rick with our Nanny’s report that he, without obtaining permission from us or notifying us of his intent to enter this area of our home in the first place, forcefully pushed open a door which was obstructed by toys my small children had been playing on. He responded via email on 9/14/2017 that we should “employ a more competent Nanny…Or better still you are the mother and maybe you need to take responsibility for the safety of your children.” Wall oven: took 43 days to get it addressed (37 of those were days where Rick failed to return messages) 9/6/16: notified Rick we were unable to use our wall oven as Kline electric put it on a 20 amp breaker when the manual clearly states it should be on no less than 30 amp. He responded the same day that he’d be back in touch soon. 9/21/16: having heard nothing back from Rick, I emailed him a follow-up that we’d heard nothing and were still unable to use our oven. 9/26/16: Again, I’d heard nothing so reached out to him again. He responded the same day “Have not forgotten you I will be in touch with you tomorrow.” 10/4/16: Reached out to Rick again as we still hadn’t heard from him. No answer. We were still unable to use our oven. 10/5/16: Reached out to Kimberley 10/12/16: Reached out to Kimberley again. 10/13/16: Rick responded that the oven was on two 20 amp circuits and passed inspection so “If there are other components that are not installed that is a contract issue and will need to be handled by the builder and or the subcontractor not proHome.” 10/19/16: Kline Electric came to the house and confirmed the oven was on only one 20 amp circuit, therefore was underpowered and causing the breaker to trip every time we attempted to use it. Out-of-plumb wall: We have a wall that leans ¾” in three feet, as measured by putting a level up to the wall and plumbing the level, and confirmed by numerous parties. We brought this to Rick’s attention countless times to have the builder address it but anytime he relayed the information to Kimberley, he reported to them that the wall leaned 1/4” which was negligible, resulting in Kimberley refusing to address the issue. Needless to say, if we build again in the future we will first screen builders to determine what warranty company they use so as to avoid dealing with Rick once again.

I had a very simple issue with my home that took 7 months to get resolved. From my perspective it shouldn't have taken that long. We were told to contact Rick Clark at ProHome with anything we needed on final walk through or pre close items. He scheduled appointments for contractors to finish pre close items (specifically exterior paint). They did not show up for these appointments twice. The third time Rick became unresponsive. Several emails went unanswered. We even asked him for the home builder's contact information so that we could call them directly. We finally contacted ProHome corporate and asked if Rick was OK as he was not responsive. After this he then finally responded to us and became belligerent and extremely rude. He seemed to be covering for his lack of follow through in our opinion. He told us it was not his responsibility to work with our home builder but ours on pre close items. Why then was he scheduling appointments for pre close items for us? We were completely taken by surprise with this. We contacted the home builder directly and they were very apologetic and handled our issue that very same day. This was more than 7 months after we closed on our home. 30 days after this Rick sent another scathing, rude email to us implying that it was him who got the home builder to finish the work!! It was in fact the effort of us and our realtor contacting the builder directly. Unbelievable. Simply put Rick's customer service skills are deplorable. All he needed to do was respond in a timely manner and acknowledge that we were upset. When someone is unresponsive to a customer service request repeatedly and then refuses to help you in a very rude manner it is simply unacceptable.