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Good morning,

I am the homeowner of 517 Westport here in Norfolk VA. I am, for lack of a better term, disheartened, furious and utterly baffled about how your service and warranty team operates.

This needs to be locked at very closely.

When we first moved in, Taylor was on site. He was/is amazing. Attentive, solution finder and displays very open communication.

As our first month ended, our development (Westport) was being completed and Taylor moved on. We started having issues with our LVT flooring and were assigned Shawn for repairs/replacement.

Now here I sit, a year and a month after we closed on our ground up construction, new home and Im having my floor and baseboards removed again. This includes my refrigerator being removed, my family, dog and I being disrupted and losing countless working hours. This is the 4th time my flooring is being repaired.

Due to Shawns lack of communication and general ineptitude, we have now been assigned Pete, who claims to be a Warranty Manager. Ive never seen a poorer attitude in someone who is in a customer service/service industry.

Hes shown very little empathy, arrogance and a general air of smugness. When I vented and showed my (which should be understandable frustration), he has asked me multiple times if Id like to cancel the service request or would you like us to leave or if we cant be professional, im going to pull my guys off of the job. Once again, I am frustrated, annoyed and general at whits end with this situation. I wish we never paid the extra 10 thousand dollars for flooring and did it myself.

Lastly, if this is how you train your service employees to conduct themselves, there is no wonder you have such a low rating. This is unacceptable and I will not nor will I recommend anyone else to purchase a Ryan Home. This is coming from an Architect with many ties in the A/E community.

If youd like to discuss this, please fee free to contact me.

Furious and disheartened Homeowner,

Reginald J. Long, Associate AIA

User's recommendation: Do NOT purchase a Ryan Home.

Monetary Loss: $10.

Preferred solution: Let the company propose a solution.

Ryan Homes Pros: Pricing, Design, Location.

Ryan Homes Cons: Service of product, Cheap products that they installed, Customer service, Response time, Lack of empathy from customer service.

Location: 630 Reunion Street, Chesapeake, VA 23324

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