Professional Custom Homes Ltd.

Quality of the duplex is not built well and it was proven by their unprofessional contractors. I do not recommend this builder and our experience in this new home has been a nightmare. Their homes may look nice but you are not getting quality or care. In general once you hand over your money they do not respond or want to fix anything. They make condescending comments and make up excuses for things being done wrong. We have been told that this is not a million $ home and people built this house. Plumbers told us they didnt have tickets to work in Canada but their boss did. Their boss wasn't on-site to oversee their work and our pipes were backgraded and both our upstairs bathtubs leaked onto our main floor. We've had to work with three different plumbers cause most of them were incompetent. The carpet subfloor was not prepped or Cleaned so the carpet feels uneven throughout the house.carpet guy came and yelled at my wife shouting at her that it's not their problem. They had to be asked to leave they were so rude and unprofessional. Electrical was done very poorly . Most warranty contractors show up late , unannounced or don't show up at all. They are mostly all very unprofessional and have left my house Is worse shape than it originally was and leave a mess.

We have had a long relationship with PCH. We purchased a lot in 2019 and after subdividing, entered into a contract with them to build a duplex (we would own half and they would own the other to sell when complete). I should note that the lot is a challenging one with a steep grade that slopes from the front to the back of the house (i.e., we have a walk-out basement and a rooftop patio on our garage roof behind the house). Pros: - The building process was relatively smooth, they were professional, responsive and in general met their timelines (considering it was a pandemic and there were supply issues) - The PCH team itself was great to deal with through the initial contract and building process - interior finishing quality is fine considering the price you pay (however, see items below worth noting) Cons: - The exterior work is terrible. Most of it was completed while we were living in the house because we took possession in March and the exterior work happened afterwards so we got to see all the exterior trades. They were unprofessional and extremely difficult to communicate with. When we would contact the PCH construction manager with concerns around the exterior work he would only show up sometimes to deal with issues. At that point, we felt the company had taken on too much work given their number of staff and things were being very mismanaged. Based on other reviews and word of mouth I suspect this trend has continued - The warranty process and defect repairs has also been terrible. There is little to no responsiveness and very high turnover in this department of the company. Initially the warranty was handled by a subcontractor which was great. Then PCH changed to doing this internally and it has been a nightmare ever since. We still have exterior items (significant ones) that have not been fixed and PCH has not taken any action to fix them in a year - Since living the house for over a year we have definitely noticed some cut corners in interior quality. Some craftsmanship but also things that we would have paid extra for to just get it done right the first time. Example: we upgraded all our interior doors to solid core. But the tradesperson used cheap door hinges and door handles meant for hollow core doors so now all the doors sound like a haunted house when opening and closing (only a little more than a year after completion). - During the build the different trades had very little consideration for protecting finished components. For example, our engineered hardwood floors were destroyed because they were not protected after completion. To PCH credit, they did repair some of this damage but come on - you can't even protect brand new floors that were just installed?? So in summary, I would not recommend PCH as a homebuilder or purchasing their homes. I don't think the craftsmanship, quality or customer service is there, particularly in the exterior work and warranty process. I see they have now expanded to building larger, multi-family residential projects. I would caution anyone contemplating buying one of their homes, whether it is a single family, duplex, townhouse or condo. I would also encourage anyone that does have a new home with them to submit any defect claims through the warranty provider instead of trying to go through them for repairs, especially for the items that are only covered for one year.

We purchased a new build ($850K+) from Professional Custom Homes (PCH) July 2020. From a design perspective, the finishes are nice and the home is well-done. Structurally, the home has so far performed well. The significant issues, leading to our low rating, have occurred with the customer service and trades that have been used. We had numerous issues with customer service and trades immediately after possession (people not showing up, showing up randomly, not completing the job, leaving a mess, etc.) to the point where we had an hour sit down meeting two weeks after possession with the PCH ownership team . We were ensured that our concerns would be addressed going forward. Since the meeting, we have had multiple encounters where people show up unannounced, to work inside the house without masks, walking in with dirty shoes, not cleaning up, banging cupboard with tools without fixing or letting us know, and most recently, pulling up our lawn when the job was for another home. Like any new home, there are things that initially aren't done correctly/missed. We understand this and are not depicting any of these deficiencies in this review. What we do expect is that those issues are resolved in a professional manner. There have been numerous occasions where the craft and subcontractors that PCH have sent to our home have been completely unprofessional (a child working with their (assumed) parent to install a window well, people not showing up to complete deficiencies and then showing up on our doorstep begging us not to tell PCH, etc.) to the point where we are no longer confident in many of the trades that come to resolve issues at our home and the management capabilities of PCH. We are happy to discuss our experience in more detail with anyone that wishes to reach out.

We purchased our home from Professional Custom Homes in 2019 and 3 years later, we still feel we made the right choice. Prohomes lives up to their namesake - everything indeed feels custom with smart, functional layouts and modern, timeless design touches. After taking posession, we were well supported throughout the warranty period. Prohomes listened to and addressed each and every one of our concerns. We genuinely feel they’re proud of what they do and we would not hesitate to recommend Prohomes to anyone in the market for a new home.

Highly recommended builder! We purchased a home from Professional Custom Homes in August 2020 and we are very satisfied with the quality of the home. We recently received the one-year service from the warranty. They responded to our every single request timely and the repairs are very detailed from Mike. We truly appreciate the caring attitude and craftmanship shown in the procedure.