Initial Business Response / [redacted] (1000, 9, 2016/01/21) */ Below is our response to this complaint: - We sincerely apologize for the delay in responding to this homeowner and the length of time it has taken to resolve her concernsSince the complaint was initially filed we have been in regular contact with this homeowner and repair work has startedThere are still a few concerns to be completed and they have been or will soon be scheduled for completion in the very near future Thank you Sandra Y***, CMA Director of Operations Pacesetter Homes Logo - color 2010-Sept Street Edmonton, AB., T6N 0B T: E: [redacted] @qualico.com Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response, however my case is not yet overThree tradespeople did not show up for our scheduled appointment and I still have some repairs that need fixingProgress has been made since I filed the complaint
We are sincerely sorry for all the confusing information that has been provided to you regarding your landscaping deposit Your file has been discussed internally and we are expecting the inspection will be done within the next couple of business daysAn inspection report will be sent to us shortly after that If your landscaping passes the inspection we will be able to release your refund within two weeks Please confirm a mailing address for us to send the cheque as your address noted on this complaint is different from the ***se addressAgain, please accept our apologies and we thank you for your continued patience
Initial Business Response / [redacted] (1000, 8, 2014/08/13) */ Homeowners took possession of their house on Oct 18/at this time Rough Grading had been completed by our grading contractor, [redacted] Inspection after grading work showed that the lot was a station out of tolerance and that a touch up was required before the surveyor could issue their certificateJob was re-scheduled for Summer of Grading repairs started on May 22nd in [redacted] area however on the 25th of May, we received multiple days of rain until Jun 10thGround was not dry enough for any grading work to be completed in area until end of JuneAt this time the crews had rotated their schedule to a different area of City, but with the promise to finish up all pending work in [redacted] in JulyCrew arrived back mid-July and started on repairsJob in question received their repair and the Surveyor ( [redacted] ) had confirmed date of Aug 11th to issue Rough Grade certificateOnce completed, the City will be requested to inspect grade and upon approval documents will be emailed over to the homeownerNo completion dates with Seasonal work is given to homeowners due to the weather dependency of this type of work
Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ Contact Name and Title: [redacted] Director S&M Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ [redacted] .com Customer satisfaction is our primary concern and we value and take every concern seriouslyThis particular case is unfortunate, because we have directly disclosed all that was to take place on our agreement and it was signed for by the customerWhen we originally plotted the house on the lot the Sales Representative ( [redacted] )informed the client that the home was outside of the building pocket, so to make it fit we would need to slightly reduce the foundation size, but the main floor size would remain the sameFor this we would give a small credit for amount of basement that was reduced, which they were creditedThis was signed for on page number one of the purchase agreement's options and upgradesWe have all documentation and can only go by what was signed for and agreed to by the purchaser [redacted] did not sign agreement but his wife was present with their Realtor who is very proficient in English, they reviewed the contract and agreed to this changeI have personally responded by meeting with the client in our office, we have conversed numerous times via e-mail, and we have comprised a file of every time we were in communication so that every discussion was documentedNo one has ever set out to deceive anyone as the client suggests that the salesperson didThe home is already framed and being built as per the agreement which we are adhering toWe are more than happy to provide the documentation pertaining to this item of concern, [redacted] has followed all processes and informed client as to the changes to the best of her ability, if there was a communication problem between [redacted] and client then the Real Estate agent representing the purchaser was there to review and explainThis home is well under construction, so to cancel the deal at this time, when we have fulfilled our obligations of the signed agreement is not an option at this point and this was respectfully explained to [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) When my wife signed the contractNo one told her the basement will be cut 20'When all thing was doneOn Novthey inform us the basement should be cut 20' and just give us $credit, which we can not accept
We have carefully reviewed the circumstances and the customer's concerns and have set an appointment with the customer to finalize his request As a result of the problems encountered by this customer we have revised our practices for showing square footages of our products in an effort to prevent confusion for future customers
Probably the worst experience I've ever had is building a house with this companyThe home was months late being delivered, while other homes in the neighborhood purchased after ours kept popping upThe water heater didn't work the day we moved in, there was a plumbing leak that left the sink water on the basement floor, months in the house now and we still can't use our ensuite showerPaint touchups are needed throughout....againmonths and still not addressedI see their painters going into houses under construction, but I guess they already have my money so I'm not important anymoreHonestly, avoid the frustration and choose a different home builder
We appreciate that these issues have been brought to our attention and deeply apologize for the oversights in completion of the work We are also very sorry for the frustrations felt by the customer that led them to taking the step of contacting the Revdex.com We have contacted the customer to determine the exact nature of the deficiencies and will be making arrangements for the completion of the painting next summer Written confirmation will be given to the customer outlining the plan and targeted completion time
Initial Business Response / [redacted] (1000, 12, 2016/02/29) */ We apologize for the delay in responding to this fileWe attended the Homeowners' house on February to view and discuss deficiencies and are now scheduling for a warranty technician to complete the necessary repairsWith respect to the outstanding paint deficiencies, the interior paint has been reviewed again and will be discussed with management for a resolution, the exterior paint will be corrected when weather permitsOur commitment to resolving this customer's concerns is ongoing Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned in PaceSetter's response that paint jobs are getting reviewed by management to find a resolutionI have to wait for their decision Final Business Response / [redacted] (4000, 21, 2016/03/14) */ [redacted] Thank you for letting us know that the consumer was requesting the case be re-openedI have again reviewed his file with our staff and can confirm that on March 1, we advised him we would complete his paint touch-ups as well as any other warranty work that was still outstandingSince then we have been in regular contact with him, attempting to set up appointments with him but he has not accepted any of the appointment days and times we have offeredThe warranty coordinator assigned to his file has a running e-mail correspondence with him for March 1, March 2, March (e-mails), March 4, March and March We are still attempting to finalize thisAs mentioned in our last response, our commitment to him is on-going I trust this information is helpful however please feel free to contact us again if more is needed Thank you [redacted] Director of Operations Pacesetter Homes Final Consumer Response / [redacted] (4200, 23, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 1st I was told that paint touch ups will get doneI asked for clarification if all paint touch ups noted in warranty form will get done, than on March 2nd I was told only what inspection team have noted will get done (Not all green tapes areas marked) which mean Pacesetter warranty back out and nothing change! For appointment, In email on March 3rd with out checking my availability I was told I have appointment on March 21st either I accept it or next time warranty team will be available in JuneThis is off course unfair to me as I work fulltime too and want to get warranty work done in a reasonable tie frame I have responded every email (noted in PaceSetter's response) with in same day or few hours in almost all casesSince I reopen Revdex.com complain file, so just mins before this PaceSetter's response I got an email confirming date to get the warranty work done I do have an email correspondence with warranty if Pacesetter do not agree with my reply [redacted] Also I have been told again and again that fireplace will be fixed(in month warranty list as well) but yet after ~5mnth no permanent fix is done, its still not working [redacted]
Move In Date: January 14, Current Date: October 24, [redacted] Contacts: [redacted] ***, [redacted] Pacesetter Contacts: [redacted] , [redacted] , [redacted] , [redacted] , [redacted] , [redacted] , [redacted] The parging under the deck and on front steps was noted on the house inspection and agreed to by [redacted] from [redacted] ***I was told it was a spring job that would be done in May, The back siding issues were to be completed at the same timeThe tree in front of the house was never finished and someone was supposed to come out from Qualico for that as wellThe garage pad and rough grade were to be done before July 1, as per the contract for the sale of the houseAt the end of ***, they poured the garage padThat was poured incorrectly and was told someone was coming out to look at itI was told that due to prior [redacted] jobs and odd weather my rough grade would not be completed until mid JulyI agreed to thatOn July 10th I was told by [redacted] that the rough grade date was pushed back until August 1, and someone was coming out to look at the garage pad which was done incorrectlyI cancelled my July 20th sod order and paid the deposit for it out of my pocketFrom July 16th to July 25th I phoned and emailed [redacted] to get answers about the poorly done garage pad, where the parging guys were, when the siding was going to be done and when the tree in front was going to be completedI could not leave a voicemail and no emails were answeredThrough LinkenIn I searched and found [redacted] and he told me [redacted] ***s was no more and he worked for another homebuilder nowHe said all my issues were known and hoped they would be addressed promptly, but there was nothing he could doBeing left on my own I emailed and phoned any [redacted] contact info I could find onlineOn August 5th, [redacted] was the first to respond, telling me that on July 15th [redacted] was absorbed by Qualico and that she was part of Pacesetter nowI sent a detailed email with all the issues with the house and pictures includedOn August 8th I was told my file had been transferred to the Pacesetter Warranty who would look after me and it will in “no was affect the customer service you are entitled to receive”In the same email I was told the purchase orders for the rough grade will be going out shortly and no timeline can be given to me when the job will be completedJust to reiterate, the job that was supposed to be completed on July 1, did not even have a purchase order sent out as of August 8, I asked my realtor to please help me out since I was being either ignored or screwed over time and time againHe phoned the [redacted] realtor ( [redacted] ), who also no longer worked for them, but she gave a number to Pacesetters Warranty groupOn August 9th I phoned [redacted] at from the warranty group at 780-733-who told me she never received me file and had no idea what I was talking aboutShe asked me to re-send the email with the issues and pictures and was told I need to calm down since they are overwhelmed right now at PacesetterI sent another email immediately and asked her to email or phone back when she received itI got no call or email back from herOn August 11th I called the same number to speak with [redacted] and verify that she received my email since I did not hear back from herShe told me she did and told me to give them a week or two before phoning back since she did not have time to deal with my case yetShe said to “help” me out she would open the case for my house on that day (August 11th), but would not go into details about what that meantShe transferred me to [redacted] who is the Warranty Coordinator for PacesetterHe was able to schedule a warranty appointment to complete the issues I had inside the houseThose were completed on September 8th, On August 22nd [redacted] told me [redacted] still has their own seasonal department even though the company is goneThey would deal with the parging, tree and rough gradeHe said they would contact me directly but if I would like to speak with them I could email [email protected] same [redacted] that passed me off onto Pacesetter Warranty on August 5thI contacted her and received an email on August 30th asking if I still had any concerns about the houseMy response was, “My biggest concern is narrowing down an exact date for the seasonal work to get doneThis includes the parging under the deck and on the front steps, the siding on the back corners,?fixing the garage pad, finishing the tree out front and completing the grading”I never heard back from her on thisI forwarded that same email to [redacted] on September 1stThen again I forwarded the same email to both [redacted] and [redacted] on September 2nd to try and get a response or at least a number/name of someone higher up in the company to talk to [redacted] responded that day saying they are waiting for their site guy to get back from holidays on September 6th, so he can come out to see which issues are still outstandingNot a single issue since I bought the place in January had been resolved, so each problem still existedI responded immediately saying I would make myself available as soon as anyone could come outI asked multiple times if I could get a quote on the price of the jobs and get my own contractors in to do the workThere was never a reply to that requestI never heard back from anyone on September 6th and so I phoned and emailed [redacted] againShe told me, “This appointment will actually be with construction rather than warrantyI will talk to him now and get back to you”So after a month of speaking with Pacesetter Warranty and getting nowhere, I was told that it wasn’t even the correct group to speak withAfter asking why she would waste my time directing me to the wrong people this was the exact response, “According to the reports I have from?Connect?all outstanding work shows as completed for your house, so when you came to me with these issues I naturally assumed this was a warranty issueWarranty had then contacted me saying these were unfinished items with construction which is why I have directed it back to themI apologize for the run around you have encounteredHis name is [redacted] and his phone number is 780-490-Feel free to give him a call to arrange a timeThank you, ***”This is completely unprofessional and downright embarrassing for any company to pullThe “customer” in the scenario is being dragged along, getting his time wasted and being treated like complete garbage [redacted] read these previous emails and phoned me to set up a face to face meeting on September 7thHe came out and contacted his concrete and rough grade peopleHe agreed that the garage pad was done incorrectly but would get a second opinion from his concrete guyI asked to meet up with both of them at once to talk about itThe rough grade guys came the next day and did good jobThey finished on the morning of September 9thAs of September 24th I still have not received my rough grade certification thoughThis is supposed to be emailed to me when completed [redacted] said he came with his concrete guy on the 9th, but did not ring the doorbell or call me to meet with them, even though I was homeHowever, they did say that the job they did was completely wrongHe said they don’t have a plan yet, but want to patch their mistake with epoxy and pargingOn September 12th I asked [redacted] for a detailed email about their plan so that I could get my own second opinionHe said he would send one when they get a real plan in placeI called in my own guy on September 15th to look at the pad and he actually laughed at the job saying, ”without any question that is needs to be torn out and redone”On September 20th [redacted] told me [redacted] would be on point for this project since it is a job for the Warranty Department now, not the Construction DepartmentI spoke with [redacted] on the phone on September 20th and he said he could not make the decision to properly fix the pad by ripping it out and re-pouring itHe scheduled a Site Warranty Manager to come out on September 27th at 8:a.mwho can make that decision [redacted] was the onsite concrete warranty manager that came out to look at the padHe also agreed that the job was done incorrectly and needed to be re-doneHe phoned RMC when on site and notified them of the job to be doneI asked for a signed letter about the job to be given to me since they lost my trust and their word was no good anymoreHe said he would get one but the work could not be done this year since it was too late to pour concreteI knew that, which was why I wanted this issue dealt with in the summerI followed up that meeting with an email to [redacted] asking for the letter with a job plan, completion date and a signature on September 27th Two days later I phoned [redacted] since I received no letter or response backHe sent out an email on September 29th with a promise letter from PacesetterHowever, it did not have a completion date for the job and said the pad may or may not have to be replacedThis was not what was agreed on with [redacted] on the 27thSo yet again I have to spend my own time phoning and emailing to deal with the incompetence of PacesetterI spoke with [redacted] on September 30th and he said that he could not give me a date to complete the garage pad since that is not what they doHe said Sept 30, (the end of the concrete season) would be the only date he could give meEven though I need my final grade done by Sept 21, to get my deposit back he said there is nothing he could do and I would need to speak with [redacted] When I said that is the same thing they did to me this year, [redacted] said that he has been more than fair with meI said how he can say that when absolutely nothing has been done with the house and he said the inside of the house has been dealt withThe bit of glue on the rug that the guy could not get off anyway, the chip in the granite was fixed and the front door that was not shutting properly was fixed by ripping off the weather strippingThose things are what I should be happy with after months of living in the houseHe has no idea why I am getting upsetOn September 26th I received my rough grade certificate which was dated for September 21, There was a comment saying, “Drainage at the backyard needs to be fixed before final grade”I asked [redacted] on the 27th what that meant and she said she would ask the graders and get back to meI asked her if there was any news on the 29th and 30th but again received no responseI emailed and left voicemails but have not heard back from her as of October 11th [redacted] texted me on October 3rd about the grading reportHe said, “Interesting comments” and “It is the sediment between the lots that needs to be cleared” and “We will send someone back to t/u around the grade beam”On October 4th a crew came out to remove the old garage padI was told the tentative plan is to form the new pad on October 11th and then pour it on the 13th or 14th [redacted] has been keeping me updated on thisThe new plan is pushed back a week due sub-zero weatherI have no issues with thatOn October 6th I was again sent an email by [redacted] saying he is waiting on an email from someone else before he can give me a date for the pargingNo further details on who this person is has been givenAnd the man doing the siding has come out to look at the job againNot sure what he is trying to figure out since it is two pieces of corner siding to replace, but no date has been given on when that will be done eitherI emailed [redacted] again on October 10th but it is a holiday so I will wait until the 11th before hoping to get a responseI phoned and left voicemails on October 11th and 12th and still have not heard anything backI texted [redacted] to see if he could do anything and did not receive a responseI emailed [redacted] who forwarded my concerns to the Warranty Supervisor [redacted] who also did phone backGreat serviceAfter multiple calls to different departments I got an email back from [redacted] on October 13thHis email said, “Parging is a decorative finish and foundations are waterproof even in areas that are not pargedUnfortunately we will not be able to address this issue.? I’m sorry that [redacted] promised you something that we cannot deliver.” This is a completely unprofessional and immoral move since they were supposed to be done by the second week in OctoberMultiple times in the past months I told him that if he was just stalling and lying to me I needed to know so I could get someone else to finish it before the weather gets below freezingAnd repeatedly I was told someone was coming to finish the work that was agreed to upon sale of the houseThis was noted with pictures and detailed writing in the home inspectionI phoned him immediately after receiving this last email and he would not answerAfter calls back to back he picked up the phone and said that there is no obligation to complete the workWhen I asked how a bill of sale for the house on approval of a home inspection was not a legal document he said he never seen any bill of saleThis line sums up the complete incompetence of a Pacesetter employeeWithout any justification and not reading any paperwork he lied to me for months on end about the work being completed soonThen out of nowhere he makes an executive decision to back out of a legal contract for the purchase of a home and again I will quote directly from his email, “I’m sorry that [redacted] promised you something that we cannot deliver”Absolutely despicable and he should be reprimanded for embarrassing Qualico as a company and wasting my time as a customerAfter this [redacted] spoke to my realtor and who just happened to be at the house visiting at the timeAgain [redacted] gave no justification as to why he did thisWhen asked how he can make this decision and break a contract, he back pedaled and said he never seen the house and does not know what is going on, he never seen a home inspection and said Pacesetter does not have the bill of saleAll complete lies to get out of his shady schemes that he got caught inAfter this my Father asked to speak to his boss who would be [redacted] [redacted] transferred the call and we sat on hold for minutes without anyone answeringHe also gave us [redacted] ***, the Director of Operations, numberAfter [redacted] did not answer we phoned [redacted] and [redacted] (her secretary) answered the phoneI explained everything that happened and sent her this document as well as the home inspectionShe said she would pass it on to [redacted] and get some results instead of the runaround that I was inRight after that call, [redacted] phoned me apologizing for [redacted] ’s actions and said that the siding and parging would be completed as the home purchase statedHe said a letter would be emailed to me promising this, so that I do not have to waste my time with incompetent Pacesetter employees like [redacted] again in the SpringThis was all on October 13th and as of October 24th I have not received and letter stating the job will be done in the SpringAs for the garage pad, the survey stakes were set on October 19thOn the 20th they built the forms for the padEverything seemed set and I asked multiple times for an insulated tarp to be put over the pad after it has been pouredThis is a winter pour and at night the weather is dipping below -degrees CelsiusThis is something that every reputable company would do and [redacted] told me that this concern was passed on to the companyThey poured the pad on October 21stI was not home when they poured, but seen it before I left for work at 4pmI emailed [redacted] to ask where the tarp was since he was my only contact but he did not get back to me until MondayI came home from night shift at 5am on October 22nd and there was a layer of frost across the pad and no coverAt 5am I drove around Fort Saskatchewan looking for a tarp but every store was closedThis just shows the complete disrespect that Pacesetter has for its customersAny way that they can cut a corner and do a cheap job they willI have never seen incompetence like this in all of my lifeOn October 24th I received an email from [redacted] apologizing that my simple request was not metThere was no reason as to why it was not put on, simply that they did not do it
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/08/12) */ Contact Name and Title: [redacted] Dir.of Op Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Pacesetter replaced exterior lights as agreed to with the homeownerOur policy is to install and dispose of previous fixturesCertainly if we had know the customer wanted to keep the lights they would not have been removed, however the lights were disposed of prior to us having this knowledgeWe apologize for the miscommunication in this situationThe homeowner can contact management for further discussion Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We feel that this is very poor customer service on Pacesetter's partWe were never given the opportunity to request that we would have liked to keep our light fixture, as the contractor showed up at our residence unannounced and did not even attempt to check if we were homeI will be contacting them to discuss this further Final Business Response / [redacted] (4000, 13, 2015/08/24) */ We have come to a resolution with the customer directly Final Consumer Response / [redacted] (2000, 15, 2015/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I contacted Pacesetter directly and we were offered compensationWe are satisfied with their offer and happy that they are acknowledging the issue
Initial Business Response / [redacted] (1000, 12, 2016/02/29) */ We apologize for the delay in responding to this file. We attended the Homeowners' house on February 18 to view and discuss deficiencies and are now scheduling for a warranty technician to complete the necessary repairs. With respect to the... outstanding paint deficiencies, the interior paint has been reviewed again and will be discussed with management for a resolution, the exterior paint will be corrected when weather permits. Our commitment to resolving this customer's concerns is ongoing. Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned in PaceSetter's response that paint jobs are getting reviewed by management to find a resolution. I have to wait for their decision. Final Business Response / [redacted] (4000, 21, 2016/03/14) */ [redacted] Thank you for letting us know that the consumer was requesting the case be re-opened. I have again reviewed his file with our staff and can confirm that on March 1, 2016 we advised him we would complete his paint touch-ups as well as any other warranty work that was still outstanding. Since then we have been in regular contact with him, attempting to set up appointments with him but he has not accepted any of the appointment days and times we have offered. The warranty coordinator assigned to his file has a running e-mail correspondence with him for March 1, March 2, March 3 (3 e-mails), March 4, March 8 and March 9. We are still attempting to finalize this. As mentioned in our last response, our commitment to him is on-going. I trust this information is helpful however please feel free to contact us again if more is needed. Thank you [redacted] Director of Operations Pacesetter Homes Final Consumer Response / [redacted] (4200, 23, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 1st I was told that paint touch ups will get done. I asked for clarification if all paint touch ups noted in warranty form will get done, than on March 2nd I was told only what inspection team have noted will get done (Not all green tapes areas marked) which mean Pacesetter warranty back out and nothing change! For appointment, In email on March 3rd with out checking my availability I was told I have appointment on March 21st either I accept it or next time warranty team will be available in June. This is off course unfair to me as I work fulltime too and want to get warranty work done in a reasonable tie frame. I have responded every email (noted in PaceSetter's response) with in same day or few hours in almost all cases. Since I reopen BBB complain file, so just 30 mins before this PaceSetter's response I got an email confirming date to get the warranty work done. I do have an email correspondence with warranty if Pacesetter do not agree with my reply. [redacted] Also I have been told again and again that fireplace will be fixed(in 3 month warranty list as well) but yet after ~5mnth no permanent fix is done, its still not working. [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We have been in contact with the customer, and have arranged for an electrician to complete repairs in trenchOnce complete we will undertake landscape repairs Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they have been in contact with me, but I would like it to be known that it has been over a month of me emailing and callingpacesetter had someone come to my house, unannounced at 730pm and again a week later, unannounced and 7am both times absolutely nothing was done As a result of our sod being ripped out and put back down for the trench, we had to water it every day(while there was a water ban in effect) and our water bill is twice what it normally is, [redacted] Final Business Response / [redacted] (1000, 13, 2015/10/02) */ Contact Name and Title: Sandra Y***, Dir of Op Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @qualico.com We have now completed all repairs, and we appreciate the homeowner's patience
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Contact Name and Title: Sandra Y***, Dir of Op Contact Phone: 780-733-7332 Contact Email: [redacted] @qualico.com We have been in contact with the homeowner and repairs are being scheduled for completion Initial Consumer... Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes the builder is coming out to do the repairs. The rep they sent, Randy, seemed to gloss over the largest issue of the stair railing falling through the wall. He would not even acknowledge it being an issue just that they would fix it. I would really appreciate a phone call, formal apology and some type of gesture from Pacesetter. [redacted]
Initial Business Response /* (1000, 5, 2014/08/07) */
The homebuilders decision as per the following customers concerns stand as follows:
-crooked walls/tiles- the builder would like the opportunity to investigate this concern further and determine if there is a solution to this issue
(within Alberta New Home Warranty guidelines/tolerances for repair) If the homeowner is willing to proceed with this, the builder would be open to assessing this item
-the front door concern has been addressed by the builder and a replacement frame was ordered and arranged for installationThe builder apologizes for the disruption this may have caused the homeowner
-Compensation- the builders warranty, as with any warranty, do not compensate for lost wages/time away from workWarranty repairs (as per Alberta New Home Warranty guidelines) are to take place during business hoursUnfortunately, repairs can take time and dependant on numerous factors,can result in delaysFuture appointments, as with all appointments, will be kept to a minimum length of time if possible
Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am looking for compensation for my gas bills during the winter as pacesetters service technician told us the door not closing is normal***
Pacesetter has sent a service representative to look at the crooked tiles and or wallsThey said its normal***
We build our home with Pace Setter and getting possession on March 29,We had such a horrible experience with representative who made us sign the deal and until nowShe made all the promises she will do this and that for us and nothing was metShe did not show up for our appointments after we sign the final papers and did not care for us at all
Her name is Tara J*** Summer side Area manager
I have tried escalating this to her manager and higher management and Have not resolved the matter yet
We will not recommend Pace Setter to anyoneThis has been the worst experience ever
Initial Business Response /* (1000, 10, 2014/09/19) */
Homeowners took possession on Jan 28/and all seasonal items were scheduled for the following Spring/SummerNo specific dates of completion were given as this type of work is completely weather dependent and many factors contribute to
finishing datesAn email was received from *** on July 24th requesting exterior items to be completed and was assured that all work as scheduled but no set timelines can be givenA few more emails were sent in requesting that Pacesetter give firm dates as the Fair Trade Act states this is a requirementAs per our contracted grader, *** *** *** their rough grade was completed on July 28th, however the homeowner had notified the grader that the sidewalk would be torn up so they left the area around the sidewalk untouchedThis lot was lot called in for surveyor/City inspection as the grader knew that a touch up would be required once the sidewalk was replacedOn Jul 30th, our department was notified by the homeowner that there were cracks in the garage pad concrete, parging was incomplete and the sidewalk was crookedThese concerns were forwarded to the Site Supervisor to schedule for necessary repairsOur grader attempted ensuring that the drainage was proper in the meantime and was out to their property mid-AugustLast email from homeowner was on August 16th, after the complaint to Revdex.com was filedNo response was given as our Warranty Supervisor was to advise the next stepsAfter an onsite inspection, the walkway was deemed crooked and has been scheduled to be re-poured by the end of September (weather dependent)Minor damages on garage pad were noted but the cracks mentioned by homeowner are actually contraction joints and were done properly as per our Warranty SupervisorOnce the sidewalk is completed, the Rough Grade will be repaired and a request for surveyor/City inspection will be requestedHomeowners will receive approval documents via email when the Seasonal Department receives them
Initial Consumer Rebuttal /* (3000, 12, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issues with the front walk have been addressed and providing it is repaired when pacesetter says it will be then that issue can be considered resolvedHowever the issues with our parking pad are notYes there are contraction joints in the padHowever pacesetter has still failed to address our concerns about the amount the pad has separated from the approachAs these are supposed to be connected with rebar the fact that a gap has formed means there is still a problemWe still feel we are entitled to some form of compensation as our grading still technically isn't complete
*** We would still like to be given a completion date for the grading to be finished as pacesetter has been paid for the job the Alberta Fair Trade Act requires that we are provided with one
Final Consumer Response /* (4200, 16, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As we explained to *** at that meeting our concern is NOT the broken corner of the apronWe know that is being replaced and that is why it was not brought up in our complaintThe issue is that our pad was shifting due to erosionOn one side where the pad meets the apron there is a gap that has opened by half an inch since springOn the other side the pad is pushed so tightly against the apron that the isolation joint is being pushed outOur pad is twisting so our concern is with the sub grade as this is something that shouldn't be happeningAs we know that almost all of the sub grade eroded out from underneath our front walk we suspect that this is the case here as wellHad the grading been done in a more timely fashion this would have been avoidedAs the sand sub grade *** was left exposed to erode the base of the pad has become compromisedUntil these concerns are properly addressed this issue will be considered unresolved
Final Business Response /* (1000, 22, 2014/11/10) */
Regarding the homeowner's last response, we have determined that the parking pad and apron was installed properly and meets industry standardsHomeowner has been advised this information by construction manager, *** in writing as well as verbally during an onsite appointmentShould the homeowner's want a neutral third party to confirm, we recommend that Alberta New Home Warranty Program is contacted to facilitateHomeowner is currently in discussion with our construction manager regarding all other items
We are sincerely sorry for all the confusing information that has been provided to you regarding your landscaping deposit. Your file has been discussed internally and we are expecting the inspection will be done within the next couple of business days. An inspection
report will be sent to us shortly after that. If your landscaping passes the inspection we will be able to release your refund within two weeks. Please confirm a mailing address for us to send the cheque as your address noted on this complaint is different from the ***se address
Again, please accept our apologies and we thank you for your continued patience
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Email: ***@yourpacesetter.com
In response to our clients concerns, the following will provide clarity on the process:
-we do not provide copies of inspections/inspection reports for each homeInspections have all passed,
as this home has received its occupancy pass from the city of *** If it had not passed all required inspections, this final inspection pass would not have been issued
-We do not do scheduled "inspections" for flaws after the homeowner takes possession of the homeWe ask that as a homeowner, you please make note of any items of concern that you feel require attentionWe ask that this list be submitted to our warranty department once compiledTypically, we provide appointments for repair at the month and month markTo this point we have never received a list of concerns from this clientAn email to the client has been sent on June 2nd/offering the client assistanceOnce we receive that list, we would be happy to arrange for our technicians/trades to make needed repairs and address this clients concerns
-Grading- the rough grading at this property failed city inspection on August 20/Grading delays are a common occurrence due to a number of factors such as trade availability, and most often due to weather and ground conditionsSince the grading season for our contractors recently began in the last couple of weeks, this client has been near the top of the list for grading repairsAs of June 2nd/2015, the grading contractor was on site and is nearing completion of rough grading repairsCurrently (As of June 3rd) it has been raining, and this may cause an additional delayHowever, to accommodate this client, the contractor may attempt completion of the grading repair immediatelyClient should be aware that upon rough grade completion, it can take a couple of weeks for city of *** inspections to be performed and either a pass or fail issuedOnce rough grade has passed, the client has a full year to complete their final grading and landscaping, and years from date of possession to apply for the return of their deposit
-Client has placed a large sign on their front driveway stating not to purchase from the builderWe understand that there can be difficulties with the construction process of a new homeHowever, we do want to help resolve these concernsWe kindly ask that the sign be removed immediately, and allow us the opportunity to work with the client to complete these outstanding items
Initial Business Response / [redacted] (1000, 9, 2016/01/21) */ Below is our response to this complaint: - We sincerely apologize for the delay in responding to this homeowner and the length of time it has taken to resolve her concernsSince the complaint was initially filed we have been in regular contact with this homeowner and repair work has startedThere are still a few concerns to be completed and they have been or will soon be scheduled for completion in the very near future Thank you Sandra Y***, CMA Director of Operations Pacesetter Homes Logo - color 2010-Sept Street Edmonton, AB., T6N 0B T: E: [redacted] @qualico.com Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response, however my case is not yet overThree tradespeople did not show up for our scheduled appointment and I still have some repairs that need fixingProgress has been made since I filed the complaint
We are sincerely sorry for all the confusing information that has been provided to you regarding your landscaping deposit Your file has been discussed internally and we are expecting the inspection will be done within the next couple of business daysAn inspection report will be sent to us shortly after that If your landscaping passes the inspection we will be able to release your refund within two weeks Please confirm a mailing address for us to send the cheque as your address noted on this complaint is different from the ***se addressAgain, please accept our apologies and we thank you for your continued patience
Initial Business Response / [redacted] (1000, 8, 2014/08/13) */ Homeowners took possession of their house on Oct 18/at this time Rough Grading had been completed by our grading contractor, [redacted] Inspection after grading work showed that the lot was a station out of tolerance and that a touch up was required before the surveyor could issue their certificateJob was re-scheduled for Summer of Grading repairs started on May 22nd in [redacted] area however on the 25th of May, we received multiple days of rain until Jun 10thGround was not dry enough for any grading work to be completed in area until end of JuneAt this time the crews had rotated their schedule to a different area of City, but with the promise to finish up all pending work in [redacted] in JulyCrew arrived back mid-July and started on repairsJob in question received their repair and the Surveyor ( [redacted] ) had confirmed date of Aug 11th to issue Rough Grade certificateOnce completed, the City will be requested to inspect grade and upon approval documents will be emailed over to the homeownerNo completion dates with Seasonal work is given to homeowners due to the weather dependency of this type of work
Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ Contact Name and Title: [redacted] Director S&M Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ [redacted] .com Customer satisfaction is our primary concern and we value and take every concern seriouslyThis particular case is unfortunate, because we have directly disclosed all that was to take place on our agreement and it was signed for by the customerWhen we originally plotted the house on the lot the Sales Representative ( [redacted] )informed the client that the home was outside of the building pocket, so to make it fit we would need to slightly reduce the foundation size, but the main floor size would remain the sameFor this we would give a small credit for amount of basement that was reduced, which they were creditedThis was signed for on page number one of the purchase agreement's options and upgradesWe have all documentation and can only go by what was signed for and agreed to by the purchaser [redacted] did not sign agreement but his wife was present with their Realtor who is very proficient in English, they reviewed the contract and agreed to this changeI have personally responded by meeting with the client in our office, we have conversed numerous times via e-mail, and we have comprised a file of every time we were in communication so that every discussion was documentedNo one has ever set out to deceive anyone as the client suggests that the salesperson didThe home is already framed and being built as per the agreement which we are adhering toWe are more than happy to provide the documentation pertaining to this item of concern, [redacted] has followed all processes and informed client as to the changes to the best of her ability, if there was a communication problem between [redacted] and client then the Real Estate agent representing the purchaser was there to review and explainThis home is well under construction, so to cancel the deal at this time, when we have fulfilled our obligations of the signed agreement is not an option at this point and this was respectfully explained to [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) When my wife signed the contractNo one told her the basement will be cut 20'When all thing was doneOn Novthey inform us the basement should be cut 20' and just give us $credit, which we can not accept
We have carefully reviewed the circumstances and the customer's concerns and have set an appointment with the customer to finalize his request As a result of the problems encountered by this customer we have revised our practices for showing square footages of our products in an effort to prevent confusion for future customers
Probably the worst experience I've ever had is building a house with this companyThe home was months late being delivered, while other homes in the neighborhood purchased after ours kept popping upThe water heater didn't work the day we moved in, there was a plumbing leak that left the sink water on the basement floor, months in the house now and we still can't use our ensuite showerPaint touchups are needed throughout....againmonths and still not addressedI see their painters going into houses under construction, but I guess they already have my money so I'm not important anymoreHonestly, avoid the frustration and choose a different home builder
We appreciate that these issues have been brought to our attention and deeply apologize for the oversights in completion of the work We are also very sorry for the frustrations felt by the customer that led them to taking the step of contacting the Revdex.com We have contacted the customer to determine the exact nature of the deficiencies and will be making arrangements for the completion of the painting next summer Written confirmation will be given to the customer outlining the plan and targeted completion time
Initial Business Response / [redacted] (1000, 12, 2016/02/29) */ We apologize for the delay in responding to this fileWe attended the Homeowners' house on February to view and discuss deficiencies and are now scheduling for a warranty technician to complete the necessary repairsWith respect to the outstanding paint deficiencies, the interior paint has been reviewed again and will be discussed with management for a resolution, the exterior paint will be corrected when weather permitsOur commitment to resolving this customer's concerns is ongoing Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned in PaceSetter's response that paint jobs are getting reviewed by management to find a resolutionI have to wait for their decision Final Business Response / [redacted] (4000, 21, 2016/03/14) */ [redacted] Thank you for letting us know that the consumer was requesting the case be re-openedI have again reviewed his file with our staff and can confirm that on March 1, we advised him we would complete his paint touch-ups as well as any other warranty work that was still outstandingSince then we have been in regular contact with him, attempting to set up appointments with him but he has not accepted any of the appointment days and times we have offeredThe warranty coordinator assigned to his file has a running e-mail correspondence with him for March 1, March 2, March (e-mails), March 4, March and March We are still attempting to finalize thisAs mentioned in our last response, our commitment to him is on-going I trust this information is helpful however please feel free to contact us again if more is needed Thank you [redacted] Director of Operations Pacesetter Homes Final Consumer Response / [redacted] (4200, 23, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 1st I was told that paint touch ups will get doneI asked for clarification if all paint touch ups noted in warranty form will get done, than on March 2nd I was told only what inspection team have noted will get done (Not all green tapes areas marked) which mean Pacesetter warranty back out and nothing change! For appointment, In email on March 3rd with out checking my availability I was told I have appointment on March 21st either I accept it or next time warranty team will be available in JuneThis is off course unfair to me as I work fulltime too and want to get warranty work done in a reasonable tie frame I have responded every email (noted in PaceSetter's response) with in same day or few hours in almost all casesSince I reopen Revdex.com complain file, so just mins before this PaceSetter's response I got an email confirming date to get the warranty work done I do have an email correspondence with warranty if Pacesetter do not agree with my reply [redacted] Also I have been told again and again that fireplace will be fixed(in month warranty list as well) but yet after ~5mnth no permanent fix is done, its still not working [redacted]
Move In Date: January 14, Current Date: October 24, [redacted] Contacts: [redacted] ***, [redacted] Pacesetter Contacts: [redacted] , [redacted] , [redacted] , [redacted] , [redacted] , [redacted] , [redacted] The parging under the deck and on front steps was noted on the house inspection and agreed to by [redacted] from [redacted] ***I was told it was a spring job that would be done in May, The back siding issues were to be completed at the same timeThe tree in front of the house was never finished and someone was supposed to come out from Qualico for that as wellThe garage pad and rough grade were to be done before July 1, as per the contract for the sale of the houseAt the end of ***, they poured the garage padThat was poured incorrectly and was told someone was coming out to look at itI was told that due to prior [redacted] jobs and odd weather my rough grade would not be completed until mid JulyI agreed to thatOn July 10th I was told by [redacted] that the rough grade date was pushed back until August 1, and someone was coming out to look at the garage pad which was done incorrectlyI cancelled my July 20th sod order and paid the deposit for it out of my pocketFrom July 16th to July 25th I phoned and emailed [redacted] to get answers about the poorly done garage pad, where the parging guys were, when the siding was going to be done and when the tree in front was going to be completedI could not leave a voicemail and no emails were answeredThrough LinkenIn I searched and found [redacted] and he told me [redacted] ***s was no more and he worked for another homebuilder nowHe said all my issues were known and hoped they would be addressed promptly, but there was nothing he could doBeing left on my own I emailed and phoned any [redacted] contact info I could find onlineOn August 5th, [redacted] was the first to respond, telling me that on July 15th [redacted] was absorbed by Qualico and that she was part of Pacesetter nowI sent a detailed email with all the issues with the house and pictures includedOn August 8th I was told my file had been transferred to the Pacesetter Warranty who would look after me and it will in “no was affect the customer service you are entitled to receive”In the same email I was told the purchase orders for the rough grade will be going out shortly and no timeline can be given to me when the job will be completedJust to reiterate, the job that was supposed to be completed on July 1, did not even have a purchase order sent out as of August 8, I asked my realtor to please help me out since I was being either ignored or screwed over time and time againHe phoned the [redacted] realtor ( [redacted] ), who also no longer worked for them, but she gave a number to Pacesetters Warranty groupOn August 9th I phoned [redacted] at from the warranty group at 780-733-who told me she never received me file and had no idea what I was talking aboutShe asked me to re-send the email with the issues and pictures and was told I need to calm down since they are overwhelmed right now at PacesetterI sent another email immediately and asked her to email or phone back when she received itI got no call or email back from herOn August 11th I called the same number to speak with [redacted] and verify that she received my email since I did not hear back from herShe told me she did and told me to give them a week or two before phoning back since she did not have time to deal with my case yetShe said to “help” me out she would open the case for my house on that day (August 11th), but would not go into details about what that meantShe transferred me to [redacted] who is the Warranty Coordinator for PacesetterHe was able to schedule a warranty appointment to complete the issues I had inside the houseThose were completed on September 8th, On August 22nd [redacted] told me [redacted] still has their own seasonal department even though the company is goneThey would deal with the parging, tree and rough gradeHe said they would contact me directly but if I would like to speak with them I could email [email protected] same [redacted] that passed me off onto Pacesetter Warranty on August 5thI contacted her and received an email on August 30th asking if I still had any concerns about the houseMy response was, “My biggest concern is narrowing down an exact date for the seasonal work to get doneThis includes the parging under the deck and on the front steps, the siding on the back corners,?fixing the garage pad, finishing the tree out front and completing the grading”I never heard back from her on thisI forwarded that same email to [redacted] on September 1stThen again I forwarded the same email to both [redacted] and [redacted] on September 2nd to try and get a response or at least a number/name of someone higher up in the company to talk to [redacted] responded that day saying they are waiting for their site guy to get back from holidays on September 6th, so he can come out to see which issues are still outstandingNot a single issue since I bought the place in January had been resolved, so each problem still existedI responded immediately saying I would make myself available as soon as anyone could come outI asked multiple times if I could get a quote on the price of the jobs and get my own contractors in to do the workThere was never a reply to that requestI never heard back from anyone on September 6th and so I phoned and emailed [redacted] againShe told me, “This appointment will actually be with construction rather than warrantyI will talk to him now and get back to you”So after a month of speaking with Pacesetter Warranty and getting nowhere, I was told that it wasn’t even the correct group to speak withAfter asking why she would waste my time directing me to the wrong people this was the exact response, “According to the reports I have from?Connect?all outstanding work shows as completed for your house, so when you came to me with these issues I naturally assumed this was a warranty issueWarranty had then contacted me saying these were unfinished items with construction which is why I have directed it back to themI apologize for the run around you have encounteredHis name is [redacted] and his phone number is 780-490-Feel free to give him a call to arrange a timeThank you, ***”This is completely unprofessional and downright embarrassing for any company to pullThe “customer” in the scenario is being dragged along, getting his time wasted and being treated like complete garbage [redacted] read these previous emails and phoned me to set up a face to face meeting on September 7thHe came out and contacted his concrete and rough grade peopleHe agreed that the garage pad was done incorrectly but would get a second opinion from his concrete guyI asked to meet up with both of them at once to talk about itThe rough grade guys came the next day and did good jobThey finished on the morning of September 9thAs of September 24th I still have not received my rough grade certification thoughThis is supposed to be emailed to me when completed [redacted] said he came with his concrete guy on the 9th, but did not ring the doorbell or call me to meet with them, even though I was homeHowever, they did say that the job they did was completely wrongHe said they don’t have a plan yet, but want to patch their mistake with epoxy and pargingOn September 12th I asked [redacted] for a detailed email about their plan so that I could get my own second opinionHe said he would send one when they get a real plan in placeI called in my own guy on September 15th to look at the pad and he actually laughed at the job saying, ”without any question that is needs to be torn out and redone”On September 20th [redacted] told me [redacted] would be on point for this project since it is a job for the Warranty Department now, not the Construction DepartmentI spoke with [redacted] on the phone on September 20th and he said he could not make the decision to properly fix the pad by ripping it out and re-pouring itHe scheduled a Site Warranty Manager to come out on September 27th at 8:a.mwho can make that decision [redacted] was the onsite concrete warranty manager that came out to look at the padHe also agreed that the job was done incorrectly and needed to be re-doneHe phoned RMC when on site and notified them of the job to be doneI asked for a signed letter about the job to be given to me since they lost my trust and their word was no good anymoreHe said he would get one but the work could not be done this year since it was too late to pour concreteI knew that, which was why I wanted this issue dealt with in the summerI followed up that meeting with an email to [redacted] asking for the letter with a job plan, completion date and a signature on September 27th Two days later I phoned [redacted] since I received no letter or response backHe sent out an email on September 29th with a promise letter from PacesetterHowever, it did not have a completion date for the job and said the pad may or may not have to be replacedThis was not what was agreed on with [redacted] on the 27thSo yet again I have to spend my own time phoning and emailing to deal with the incompetence of PacesetterI spoke with [redacted] on September 30th and he said that he could not give me a date to complete the garage pad since that is not what they doHe said Sept 30, (the end of the concrete season) would be the only date he could give meEven though I need my final grade done by Sept 21, to get my deposit back he said there is nothing he could do and I would need to speak with [redacted] When I said that is the same thing they did to me this year, [redacted] said that he has been more than fair with meI said how he can say that when absolutely nothing has been done with the house and he said the inside of the house has been dealt withThe bit of glue on the rug that the guy could not get off anyway, the chip in the granite was fixed and the front door that was not shutting properly was fixed by ripping off the weather strippingThose things are what I should be happy with after months of living in the houseHe has no idea why I am getting upsetOn September 26th I received my rough grade certificate which was dated for September 21, There was a comment saying, “Drainage at the backyard needs to be fixed before final grade”I asked [redacted] on the 27th what that meant and she said she would ask the graders and get back to meI asked her if there was any news on the 29th and 30th but again received no responseI emailed and left voicemails but have not heard back from her as of October 11th [redacted] texted me on October 3rd about the grading reportHe said, “Interesting comments” and “It is the sediment between the lots that needs to be cleared” and “We will send someone back to t/u around the grade beam”On October 4th a crew came out to remove the old garage padI was told the tentative plan is to form the new pad on October 11th and then pour it on the 13th or 14th [redacted] has been keeping me updated on thisThe new plan is pushed back a week due sub-zero weatherI have no issues with thatOn October 6th I was again sent an email by [redacted] saying he is waiting on an email from someone else before he can give me a date for the pargingNo further details on who this person is has been givenAnd the man doing the siding has come out to look at the job againNot sure what he is trying to figure out since it is two pieces of corner siding to replace, but no date has been given on when that will be done eitherI emailed [redacted] again on October 10th but it is a holiday so I will wait until the 11th before hoping to get a responseI phoned and left voicemails on October 11th and 12th and still have not heard anything backI texted [redacted] to see if he could do anything and did not receive a responseI emailed [redacted] who forwarded my concerns to the Warranty Supervisor [redacted] who also did phone backGreat serviceAfter multiple calls to different departments I got an email back from [redacted] on October 13thHis email said, “Parging is a decorative finish and foundations are waterproof even in areas that are not pargedUnfortunately we will not be able to address this issue.? I’m sorry that [redacted] promised you something that we cannot deliver.” This is a completely unprofessional and immoral move since they were supposed to be done by the second week in OctoberMultiple times in the past months I told him that if he was just stalling and lying to me I needed to know so I could get someone else to finish it before the weather gets below freezingAnd repeatedly I was told someone was coming to finish the work that was agreed to upon sale of the houseThis was noted with pictures and detailed writing in the home inspectionI phoned him immediately after receiving this last email and he would not answerAfter calls back to back he picked up the phone and said that there is no obligation to complete the workWhen I asked how a bill of sale for the house on approval of a home inspection was not a legal document he said he never seen any bill of saleThis line sums up the complete incompetence of a Pacesetter employeeWithout any justification and not reading any paperwork he lied to me for months on end about the work being completed soonThen out of nowhere he makes an executive decision to back out of a legal contract for the purchase of a home and again I will quote directly from his email, “I’m sorry that [redacted] promised you something that we cannot deliver”Absolutely despicable and he should be reprimanded for embarrassing Qualico as a company and wasting my time as a customerAfter this [redacted] spoke to my realtor and who just happened to be at the house visiting at the timeAgain [redacted] gave no justification as to why he did thisWhen asked how he can make this decision and break a contract, he back pedaled and said he never seen the house and does not know what is going on, he never seen a home inspection and said Pacesetter does not have the bill of saleAll complete lies to get out of his shady schemes that he got caught inAfter this my Father asked to speak to his boss who would be [redacted] [redacted] transferred the call and we sat on hold for minutes without anyone answeringHe also gave us [redacted] ***, the Director of Operations, numberAfter [redacted] did not answer we phoned [redacted] and [redacted] (her secretary) answered the phoneI explained everything that happened and sent her this document as well as the home inspectionShe said she would pass it on to [redacted] and get some results instead of the runaround that I was inRight after that call, [redacted] phoned me apologizing for [redacted] ’s actions and said that the siding and parging would be completed as the home purchase statedHe said a letter would be emailed to me promising this, so that I do not have to waste my time with incompetent Pacesetter employees like [redacted] again in the SpringThis was all on October 13th and as of October 24th I have not received and letter stating the job will be done in the SpringAs for the garage pad, the survey stakes were set on October 19thOn the 20th they built the forms for the padEverything seemed set and I asked multiple times for an insulated tarp to be put over the pad after it has been pouredThis is a winter pour and at night the weather is dipping below -degrees CelsiusThis is something that every reputable company would do and [redacted] told me that this concern was passed on to the companyThey poured the pad on October 21stI was not home when they poured, but seen it before I left for work at 4pmI emailed [redacted] to ask where the tarp was since he was my only contact but he did not get back to me until MondayI came home from night shift at 5am on October 22nd and there was a layer of frost across the pad and no coverAt 5am I drove around Fort Saskatchewan looking for a tarp but every store was closedThis just shows the complete disrespect that Pacesetter has for its customersAny way that they can cut a corner and do a cheap job they willI have never seen incompetence like this in all of my lifeOn October 24th I received an email from [redacted] apologizing that my simple request was not metThere was no reason as to why it was not put on, simply that they did not do it
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/08/12) */ Contact Name and Title: [redacted] Dir.of Op Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Pacesetter replaced exterior lights as agreed to with the homeownerOur policy is to install and dispose of previous fixturesCertainly if we had know the customer wanted to keep the lights they would not have been removed, however the lights were disposed of prior to us having this knowledgeWe apologize for the miscommunication in this situationThe homeowner can contact management for further discussion Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We feel that this is very poor customer service on Pacesetter's partWe were never given the opportunity to request that we would have liked to keep our light fixture, as the contractor showed up at our residence unannounced and did not even attempt to check if we were homeI will be contacting them to discuss this further Final Business Response / [redacted] (4000, 13, 2015/08/24) */ We have come to a resolution with the customer directly Final Consumer Response / [redacted] (2000, 15, 2015/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I contacted Pacesetter directly and we were offered compensationWe are satisfied with their offer and happy that they are acknowledging the issue
Initial Business Response / [redacted] (1000, 12, 2016/02/29) */ We apologize for the delay in responding to this file. We attended the Homeowners' house on February 18 to view and discuss deficiencies and are now scheduling for a warranty technician to complete the necessary repairs. With respect to the... outstanding paint deficiencies, the interior paint has been reviewed again and will be discussed with management for a resolution, the exterior paint will be corrected when weather permits. Our commitment to resolving this customer's concerns is ongoing. Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned in PaceSetter's response that paint jobs are getting reviewed by management to find a resolution. I have to wait for their decision. Final Business Response / [redacted] (4000, 21, 2016/03/14) */ [redacted] Thank you for letting us know that the consumer was requesting the case be re-opened. I have again reviewed his file with our staff and can confirm that on March 1, 2016 we advised him we would complete his paint touch-ups as well as any other warranty work that was still outstanding. Since then we have been in regular contact with him, attempting to set up appointments with him but he has not accepted any of the appointment days and times we have offered. The warranty coordinator assigned to his file has a running e-mail correspondence with him for March 1, March 2, March 3 (3 e-mails), March 4, March 8 and March 9. We are still attempting to finalize this. As mentioned in our last response, our commitment to him is on-going. I trust this information is helpful however please feel free to contact us again if more is needed. Thank you [redacted] Director of Operations Pacesetter Homes Final Consumer Response / [redacted] (4200, 23, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 1st I was told that paint touch ups will get done. I asked for clarification if all paint touch ups noted in warranty form will get done, than on March 2nd I was told only what inspection team have noted will get done (Not all green tapes areas marked) which mean Pacesetter warranty back out and nothing change! For appointment, In email on March 3rd with out checking my availability I was told I have appointment on March 21st either I accept it or next time warranty team will be available in June. This is off course unfair to me as I work fulltime too and want to get warranty work done in a reasonable tie frame. I have responded every email (noted in PaceSetter's response) with in same day or few hours in almost all cases. Since I reopen BBB complain file, so just 30 mins before this PaceSetter's response I got an email confirming date to get the warranty work done. I do have an email correspondence with warranty if Pacesetter do not agree with my reply. [redacted] Also I have been told again and again that fireplace will be fixed(in 3 month warranty list as well) but yet after ~5mnth no permanent fix is done, its still not working. [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We have been in contact with the customer, and have arranged for an electrician to complete repairs in trenchOnce complete we will undertake landscape repairs Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they have been in contact with me, but I would like it to be known that it has been over a month of me emailing and callingpacesetter had someone come to my house, unannounced at 730pm and again a week later, unannounced and 7am both times absolutely nothing was done As a result of our sod being ripped out and put back down for the trench, we had to water it every day(while there was a water ban in effect) and our water bill is twice what it normally is, [redacted] Final Business Response / [redacted] (1000, 13, 2015/10/02) */ Contact Name and Title: Sandra Y***, Dir of Op Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @qualico.com We have now completed all repairs, and we appreciate the homeowner's patience
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Contact Name and Title: Sandra Y***, Dir of Op Contact Phone: 780-733-7332 Contact Email: [redacted] @qualico.com We have been in contact with the homeowner and repairs are being scheduled for completion Initial Consumer... Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes the builder is coming out to do the repairs. The rep they sent, Randy, seemed to gloss over the largest issue of the stair railing falling through the wall. He would not even acknowledge it being an issue just that they would fix it. I would really appreciate a phone call, formal apology and some type of gesture from Pacesetter. [redacted]
Initial Business Response /* (1000, 5, 2014/08/07) */
The homebuilders decision as per the following customers concerns stand as follows:
-crooked walls/tiles- the builder would like the opportunity to investigate this concern further and determine if there is a solution to this issue
(within Alberta New Home Warranty guidelines/tolerances for repair) If the homeowner is willing to proceed with this, the builder would be open to assessing this item
-the front door concern has been addressed by the builder and a replacement frame was ordered and arranged for installationThe builder apologizes for the disruption this may have caused the homeowner
-Compensation- the builders warranty, as with any warranty, do not compensate for lost wages/time away from workWarranty repairs (as per Alberta New Home Warranty guidelines) are to take place during business hoursUnfortunately, repairs can take time and dependant on numerous factors,can result in delaysFuture appointments, as with all appointments, will be kept to a minimum length of time if possible
Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am looking for compensation for my gas bills during the winter as pacesetters service technician told us the door not closing is normal***
Pacesetter has sent a service representative to look at the crooked tiles and or wallsThey said its normal***
We build our home with Pace Setter and getting possession on March 29,We had such a horrible experience with representative who made us sign the deal and until nowShe made all the promises she will do this and that for us and nothing was metShe did not show up for our appointments after we sign the final papers and did not care for us at all
Her name is Tara J*** Summer side Area manager
I have tried escalating this to her manager and higher management and Have not resolved the matter yet
We will not recommend Pace Setter to anyoneThis has been the worst experience ever
Initial Business Response /* (1000, 10, 2014/09/19) */
Homeowners took possession on Jan 28/and all seasonal items were scheduled for the following Spring/SummerNo specific dates of completion were given as this type of work is completely weather dependent and many factors contribute to
finishing datesAn email was received from *** on July 24th requesting exterior items to be completed and was assured that all work as scheduled but no set timelines can be givenA few more emails were sent in requesting that Pacesetter give firm dates as the Fair Trade Act states this is a requirementAs per our contracted grader, *** *** *** their rough grade was completed on July 28th, however the homeowner had notified the grader that the sidewalk would be torn up so they left the area around the sidewalk untouchedThis lot was lot called in for surveyor/City inspection as the grader knew that a touch up would be required once the sidewalk was replacedOn Jul 30th, our department was notified by the homeowner that there were cracks in the garage pad concrete, parging was incomplete and the sidewalk was crookedThese concerns were forwarded to the Site Supervisor to schedule for necessary repairsOur grader attempted ensuring that the drainage was proper in the meantime and was out to their property mid-AugustLast email from homeowner was on August 16th, after the complaint to Revdex.com was filedNo response was given as our Warranty Supervisor was to advise the next stepsAfter an onsite inspection, the walkway was deemed crooked and has been scheduled to be re-poured by the end of September (weather dependent)Minor damages on garage pad were noted but the cracks mentioned by homeowner are actually contraction joints and were done properly as per our Warranty SupervisorOnce the sidewalk is completed, the Rough Grade will be repaired and a request for surveyor/City inspection will be requestedHomeowners will receive approval documents via email when the Seasonal Department receives them
Initial Consumer Rebuttal /* (3000, 12, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issues with the front walk have been addressed and providing it is repaired when pacesetter says it will be then that issue can be considered resolvedHowever the issues with our parking pad are notYes there are contraction joints in the padHowever pacesetter has still failed to address our concerns about the amount the pad has separated from the approachAs these are supposed to be connected with rebar the fact that a gap has formed means there is still a problemWe still feel we are entitled to some form of compensation as our grading still technically isn't complete
*** We would still like to be given a completion date for the grading to be finished as pacesetter has been paid for the job the Alberta Fair Trade Act requires that we are provided with one
Final Consumer Response /* (4200, 16, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As we explained to *** at that meeting our concern is NOT the broken corner of the apronWe know that is being replaced and that is why it was not brought up in our complaintThe issue is that our pad was shifting due to erosionOn one side where the pad meets the apron there is a gap that has opened by half an inch since springOn the other side the pad is pushed so tightly against the apron that the isolation joint is being pushed outOur pad is twisting so our concern is with the sub grade as this is something that shouldn't be happeningAs we know that almost all of the sub grade eroded out from underneath our front walk we suspect that this is the case here as wellHad the grading been done in a more timely fashion this would have been avoidedAs the sand sub grade *** was left exposed to erode the base of the pad has become compromisedUntil these concerns are properly addressed this issue will be considered unresolved
Final Business Response /* (1000, 22, 2014/11/10) */
Regarding the homeowner's last response, we have determined that the parking pad and apron was installed properly and meets industry standardsHomeowner has been advised this information by construction manager, *** in writing as well as verbally during an onsite appointmentShould the homeowner's want a neutral third party to confirm, we recommend that Alberta New Home Warranty Program is contacted to facilitateHomeowner is currently in discussion with our construction manager regarding all other items
We are sincerely sorry for all the confusing information that has been provided to you regarding your landscaping deposit. Your file has been discussed internally and we are expecting the inspection will be done within the next couple of business days. An inspection
report will be sent to us shortly after that. If your landscaping passes the inspection we will be able to release your refund within two weeks. Please confirm a mailing address for us to send the cheque as your address noted on this complaint is different from the ***se address
Again, please accept our apologies and we thank you for your continued patience
Initial Business Response /* (1000, 5, 2015/08/12) */
We have contacted the homeowner and are currently addressing the issues outlined in the letter
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Email: ***@yourpacesetter.com
In response to our clients concerns, the following will provide clarity on the process:
-we do not provide copies of inspections/inspection reports for each homeInspections have all passed,
as this home has received its occupancy pass from the city of *** If it had not passed all required inspections, this final inspection pass would not have been issued
-We do not do scheduled "inspections" for flaws after the homeowner takes possession of the homeWe ask that as a homeowner, you please make note of any items of concern that you feel require attentionWe ask that this list be submitted to our warranty department once compiledTypically, we provide appointments for repair at the month and month markTo this point we have never received a list of concerns from this clientAn email to the client has been sent on June 2nd/offering the client assistanceOnce we receive that list, we would be happy to arrange for our technicians/trades to make needed repairs and address this clients concerns
-Grading- the rough grading at this property failed city inspection on August 20/Grading delays are a common occurrence due to a number of factors such as trade availability, and most often due to weather and ground conditionsSince the grading season for our contractors recently began in the last couple of weeks, this client has been near the top of the list for grading repairsAs of June 2nd/2015, the grading contractor was on site and is nearing completion of rough grading repairsCurrently (As of June 3rd) it has been raining, and this may cause an additional delayHowever, to accommodate this client, the contractor may attempt completion of the grading repair immediatelyClient should be aware that upon rough grade completion, it can take a couple of weeks for city of *** inspections to be performed and either a pass or fail issuedOnce rough grade has passed, the client has a full year to complete their final grading and landscaping, and years from date of possession to apply for the return of their deposit
-Client has placed a large sign on their front driveway stating not to purchase from the builderWe understand that there can be difficulties with the construction process of a new homeHowever, we do want to help resolve these concernsWe kindly ask that the sign be removed immediately, and allow us the opportunity to work with the client to complete these outstanding items