After-Hours Protection
How ProHome Handles Emergency Calls So You Don’t Have To
The Risk of Reputational Damage Doesn’t Sleep—And Neither Do We
In the world of new home construction warranties, some of the most critical moments happen outside of business hours. Whether it’s a water leak discovered at 10 p.m., a heating system failure on a holiday weekend, or a total power outage on move-in day—urgent issues don’t follow a 9-to-5 schedule. And when a homeowner can’t reach anyone for help, it’s your brand that takes the hit.
That’s why ProHome provides 24/7/365 emergency builder warranty services—so builders and developers can rest easy knowing that someone is always there to pick up the phone, assess the issue, and initiate the right response. We’re not just answering calls—we’re protecting reputations.
Why After-Hours Support Matters More Than You Think
Urgent issues create stress and frustration for homeowners—but they also create risk for builders and developers. One missed call or unresolved emergency can snowball into:
- Negative online reviews
- Diminished buyer satisfaction scores
- Warranty escalation and legal disputes
- Damage to your brand reputation
Homeowners don’t always distinguish between a builder, a subcontractor, and a warranty service provider. To them, the experience is tied directly to your company. If something breaks, they expect fast answers and even faster solutions.
That’s where our after-builder warranty services come in. ProHome acts as your dedicated partner, responding to homeowner concerns promptly—even when your team is off the clock.
What ProHome’s Emergency Warranty Services Include
ProHome offers a structured, two-tier system for after-hours support—built to efficiently triage problems and ensure only truly urgent issues escalate to emergency response teams. Here’s how it works:
Tier 1: Initial After-Hours Call Handling
Our trained support team answers all incoming calls, day or night.
We verify whether the issue qualifies as an emergency under the new home construction warranty.
If the issue is non-emergency (e.g., cosmetic items, minor adjustments), the homeowner is informed that a work ticket has been created and a follow-up will occur the next business day.
All interactions are logged in ProHomeLive, giving builders and developers full visibility into what was reported and how it was handled.
Tier 2: Emergency Escalation and Immediate Action
If the issue qualifies as an emergency, our team immediately escalates the call to Tier 2 support. Emergencies typically include:
Our emergency response agent will:
Our team will calmly triage the issue with the homeowner
Including photos or video if possible
Dispatch the appropriate emergency subcontractor -rather than dispatch the ER sub the CRC will verify that they’ve received the work order and advise HO they will be CONTACTED within an hour.
Document every step in the process from intake to resolution
Example Scenario: How ProHome Shields Builder Reputation in Real-Time
Imagine this: A homeowner in Southern California experiences a significant water leak late on a Sunday night—just two days after moving in. Naturally, they’re upset and concerned, expecting they’ll have to wait until Monday morning to get help.
But instead of voicemail, they reach a live ProHome agent through our after-hours support line. The situation is triaged immediately, escalated to Tier 2 emergency support, and within one hour, a subcontractor will schedule services within 24 hours.
In this type of scenario, what could have easily spiraled into a negative review or a frustrated buyer becomes an opportunity to build trust and reinforce your reputation. The homeowner walks away feeling cared for, and you—as the builder—are seen as responsive and reliable, even though the entire resolution was handled by ProHome’s After Hours Care Team.
This is just one example of how ProHome’s after-hours infrastructure protects builders and developers when urgent issues arise.
What Builders and Developers Gain from ProHome’s After-Hours Coverage
By partnering with ProHome, you get more than peace of mind—you gain a proactive system that shields your reputation and improves operational efficiency.
Key Benefits Recap
Benefits include:
✔ Fewer late-night calls to your internal team
✔ Structured escalation protocols that keep urgent issues prioritized
✔ Consistent homeowner support—every day, every hour, every holiday
✔ Transparent reporting via ProHomeLive CRM
✔ Documented timelines and communication logs for every incident
✔ Reduced risk of reputational harm or legal escalation
And since ProHome logs all emergency interactions into our platform, builders and developers can review activity at any time—strengthening internal QA processes and providing additional protection for future warranty audits.
ProHomeLive: Tracking Every Touchpoint
Behind the scenes, ProHome’s emergency services are powered by our proprietary ProHomeLive CRM platform. Every call, action, and contractor dispatch is documented and archived—giving you a reliable record of every step taken.
Builders and developers can access reports to identify patterns, monitor subcontractor response times, and turn emergency situations into managed moments—not missed opportunities.
When Homeowners Call After Hours, ProHome Answers
Your brand reputation doesn’t clock out at 5 p.m.—and neither do we. Our one-year, post-construction warranty management services are designed to keep your projects protected, your buyers reassured, and your team focused on what they do best: building.
If you’re a builder or developer looking to elevate your warranty support and protect your brand long after the closing date, ProHome is ready to help.
Contact us today to learn how our after-hours support and emergency services can become part of your project’s success strategy.