Initial Business Response /* (1000, 10, 2014/08/29) */
First contact with homeowner was on May 8/Our Seasonal Department received an email from *** requesting a timeline for Rough Grading, Steps/Sidewalk and LandscapingAs we advise all new homeowners, we do not give any set dates
with Seasonal Work and homeowner was told that concrete work must be poured and fully cured prior to Landscaping being scheduledThe homeowner advised me that they would be completing their own concrete for their balcony and walkway in their backyardTo ensure the coordination with the homeowner and the landscaper went properly, I did advise *** to contact *** *** *** and let them know of their plansThis contact information was not meant for the homeowner to continually call for updates on the progress of Landscaping throughout the Summer, all correspondence was to come through Pacesetter so that we can properly address concerns and ensure that the work is being completed in a timely fashionAnother email from *** was received on May 9/requesting set dates once again as their concrete contractor needed to knowAgain, I advised the homeowner we do not give these dates out due to weather restrictions and that our contractors first priorities for the Spring of was to complete any work on homes occupied in Another email on June 13th was sent to the Seasonal Department requesting dates again and the option to complete themselves and bill PacesetterOnce again the process of seasonal work was explained and the homeowner was told that it is our strict policy not to promise or guarantee dates but that the work was tentatively scheduled for July (as this is what *** *** *** had told us)It was also mentioned that Landscaping was part of their Sales Agreement and we would not be able to compensate the homeowner should they decide to hire their own contractorAt this point, I was not aware that the homeowner was in contact with our Landscaper as close as she describes and was not having a positive experience with themHad this information been relayed to me, there would have been a discussion with our contractor to ensure they are not promising dates and ensuring they are providing great customer service for our clientThe next correspondence I received was from *** on Aug 26/asking when her landscaping would be doneI immediately contacted *** *** to find out why this area was not being completed and was assured they had already started landscaping work as of Aug 21/and had finished all rough grading back in July as promisedThey were delayed a bit over the Summer but were working as quickly as possible to finish this subdivision for usI told *** that the crews were in the area that it shouldn't be too much longer until her yard is completedHomeowner sent emails in a row advising there was no crew in the areaOur Site Super confirmed they were in fact in the area workingA follow up email was sent to *** on Aug 28th to ensure the landscapers were at her property and here is the response received from the homeowner : "Hi ***,Yes the black dirt went in yesterday on August 27, 2014...I talked to *** *** today too and *** was really nice, she said the SOD should be going in Today or Tomorrow with the Tree and Shrubs...But maybe you could follabout the SOD just in-case, so we are all on the same page....And *** *** did an awesome job on our yard with the black-dirt and its all sloping properly away from the houis Perfect!!! Thanks ***." So, as of right now the yard is being completed and we will ensure that the homeowner has a positive experience from here on out
Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: Sandra MY***, DirOp
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@qualico.com
We have contact the customer and are currently addressing his issues
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
They have agreed to investigate and meet on November but very little has been done to actually resolve the issuesThis complaint is not resolved
Final Business Response /* (4000, 12, 2015/12/15) */
RE: Complaint #XXXXXXX Job ***
Field Supervisor Report (Larry G***)
Emailed Homeowner on Dec and again yesterday to arrange house visit to assess the vault lines in the Bonus RoomStill waiting for a replyI have reviewed the truss drawings and plansI have talked to Construction Manager Randy and built a 3D Cad model to get a better understanding of the problemChanging the geometry of one line effects or more othersI think I have a solution - I just need to see the house when the Homeowner returns my email
Warranty Coordinators Report (Connie A***)
We have booked a second trade day on January 19th to take care of the outstanding items that were assessed on the first trade day which was on November 26thSeasonal items will be address in the Spring/Summer Below is a copy of the Update given to the homeowner via email:
Update as requested:
1) *** ***: panel on Kitchen Island, upper cabinet in ensuite and missing shelves in kitchen - on order, *** *** to call you when they arrive and arrange a service appointment
2) Wireless switch: I have an email into them now to ensure they have the materials required to do this job at a trade day
3) In floor heating: I have checked with the Estimating Department and the in floor heating was priced and installed for the ensuite, the water closet is not included in the ensuite
4) Vault Lines: Larry G*** the Field Supervisor for your area needs to meet with you to discuss the vault lines in your bonus roomI spoke to him today and I believe he had sent you an email on Dec 1st but he will follow up with you shortly to arrange a viewing and discuss a possible solutions
5) Basement Bedroom: A steel plate to cover the backflow valve and be installed to cover this dip but the carpet will need to be pulled up and our tech can put the steel plate down
6) Siding leak at walkout/siding above pillar: I will arrange an appointment to have our siders out along with our warranty tech to remove the siding higher, above the deck, and see where the water is coming in as well I will have the sider address the siding corner above the front pillar
7) Entry way ceiling minor scape at texture: To book repair
8) Twisted posts at rear deck: I have a work order sent to the trade to check and replace posts if they are beyond tolerance
9) Front Door Credit: I have an email out to our estimating department to get a cost on the front door slab and will send you a cheque once I receive this amount
10) Seasonal: Front Step assessment, window cleaning,
Regards,
Connie A***
Occupancy/Warranty Coordinator
Pacesetter Homes
Office: XXX-XXX-XXXX
Final Consumer Response /* (4200, 14, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received an email from Larry, but I have from ConnieLarry needs to double check he is sending to correct emailSo long as there are items outstanding, this issue remains unresolved
I purchased a Pacesetter homeSales manager was good, *** Very disappointing with the qualitySlowly things in the house are starting to have issues, from hot water tank, fireplace and air humider not workingWarranty department is a nightmare to contactThe department is unreliable and have never response back to any of my emailsNever again will I purchase a house from this companySuch a disappointmentThey are quick to make the sale but quality and service after possession of home is extremely disappointing
Initial Business Response /* (1000, 10, 2014/11/10) */
After a careful investigation into all homeowner's listed concerns from his original complaint on Sep 30/14, we can now provide all answers regarding these issues with hopes to resolve this case and ensure the homeowner is satisfied with
results(1) Fireplace issue was brought up with our Site Manager, *** *** who reported this to our heating contactor and an appointment was set up for Sept 18th*** *** determined that gas line was not connected and this was quickly corrected as per attached work orderHomeowner refused to sign this work order to verify completion (2) Roofing issue : by code, roof paper and ice shield is dependent on the type of application usedFor example, tab shingles only require 4ft of ice shield at the edge of the roof and valleysHowever, full paper is applicable to laminated architectural shinglesIn this situation, homeowner has tab shingles therefore full paper will not be installedItems 3,4,5,are what we consider "non-urgent" warranty items that are typically scheduled for our standard one year appointment, however we did want to make the homeowner happy and when the these concerns were received by our warranty department (Sep 4/14), we requested more information and unfortunately no response from the homeowner was received, therefore a technician was never scheduled for the repairsWe are more than willing to address these concerns, but the homeowner must be willing to communicate with warranty coordinator on the specifics of the problem to ensure the proper trades and materials are assigned for the repair (6) With regards to the comments about the distance between the "hose wall and fence", we are assuming that the homeowner is referring to the house wallThree emails from the Seasonal Department were sent to the homeowner requesting more information however no communication was ever received from ***To address this concern, we believe that homeowner is concerned about the fence placement and our response to this is that developer fencing is always installed on the homeowner's property and if needed, Pacesetter can forward the homeowner the Developer's contact information for more details regarding this, if requestedHomeowner has reported that the back yard door is not completed, as this is a Seasonal item, it will be looked at next Spring to ensure that exterior paint is fully complete(7) Regarding the smell in upper wash room, plumbing contractor should investigate and an email will be sent out to the homeowner requesting a tentative date(9) The HRV issue was reported to our Site Manager and warranty department which resulted in a work order being sent out to *** *** on Sep 18thTheir onsite inspection concluded that a new unit should be installedWe are currently following up with *** *** to ensure that this was completedAs mentioned, we are more than willing to work with the homeowner to ensure that they are satisfied and feel that their concerns are being addressed in a professional matterOur warranty department will once again attempt at scheduling a trade day for the any items we have been notified about that have not yet been addressed thus far
Initial Business Response /* (1000, 5, 2015/05/22) */
The homeowner did indeed take possession on January 23, 2014, during this time no grading work was stared due to the winter monthsEvery year grading starts up in May, weather permittingPacesetter Homes started to pre-grade lot and
then started to rough grade her propertyOn September 29, Pacesetter Homes received the rough grade certificate for this homeUnfortunately the house failed on October 6, due to inconsistent slope/drainage causing ponding on the west property line of this homeThe season was over by the time we received this failure from the City of Spruce Grove, therefore this was set up for repairs for the season of My grading contractors will be at this residence tomorrow to repair the grade, on Monday morning they will be sending it off to City of Spruce GroveOnce Pacesetter Homes receives the report, we will then inform the homeowner of the outcomePlease be aware that the City of *** *** can take one to two weeks for approval times, therefore I cannot promise a date of completion for the end of MayI did contact the homeowner yesterday, May 21, over the phone and through email to explain that I was looking into this for her and would get back to her once I received a status update from my contractors, which I just received the update this morning
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
Yes I accept their response and I just want to say thank youIt is too bad that a person has to go through these channels to get anything doneIt is completed as of this morning so I am happyAgain thank you!
Sincerely,
***
Purchasing a new home to be built can be a very intensive, confusing process and many things are considered and discussed prior to completing an agreement for sale. Our sales documentation takes this into account and provides every opportunity for the buyer to ensure their wishes are put in
writingWith respect to the square footage difference, this customer viewed a brochure issued for marketing purposes and may have included measurements for parts of the home not required for final blueprints, such as stairs and 'open to below' areasThe brochure did have a disclaimer outlining it may not represent any final product per a written contract. The sales agreement, addendums, specification sheet, colour sheet and blueprint are parts of the contract and did clearly outline all sizes and specifications for the home. This customer reviewed and signed all these documents and the house was built accordingly. With respect to the colour of the Crezone panels we have had three different people compare the colour on the panels to the sample the customer used to make her choice and the colour is identical. It is possible that lighting conditions and interaction with adjacent colours on the home make it appear different than what was envisioned, but it is the same colour she chose. All other parts of the home are as per her signed contract documents. In addition to our sales team, various other staff and managers have discussed these concerns with the customer and we are very sorry we are unable to provide her with the answers she wants. Our warranty department is working hard to meet any warranty concerns she has and it is our hope that she will be able to accept and understand our position
Initial Business Response /* (1000, 9, 2014/07/21) */
Contact Name and Title: [redacted]/Seasonal Department
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@qualico.com
Rough Grading on this property has been a priority since homeowners took possession on Aug 30/13. Our grading contractor...
were out to this property on Aug 13 & 26, however at that time concrete work was not fully completed which must be done prior to grading work, so grading work was placed on hold. Property was staked for grading on Sep 13/13 and was fully graded on Oct 25/13. Rough Grade surveyor certificate was ordered on Oct 28/13. Surveyor Certificate was received on Nov 4/13. The City of Edmonton had stopped their inspections for the year, so this was rescheduled for Spring of 2014. City inspection completed on May 1/14, however failed rough grade approval due to settlement and disruption from parging work. Repair was scheduled on property however, with the grading rotation and weather conditions (rainfall from May 25th to Jun 10th) being major factors, the could only be completed on July 8/13 and the City was requested for re-inspection. The City inspection was carried out on Jul 18/13 and rough grade was approved. Approval letter was received Monday, Jul 21st by our office and forwarded over to homeowner. Throughout correspondence with homeowner, no promised dates of completion for seasonal work were ever given as this is our strict policy not to do so. This was communicated to the homeowner several times. All emails received by Pacesetter were answered within the shortest amount of time possible. Thank you, [redacted]
Seasonal Coordinator
Pacesetter Homes Ltd
XXX-XXX-XXXX
[redacted]@qualico.com
Initial Consumer Rebuttal /* (3000, 11, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the grading has been complete the response issues by pacesetter regarding responses to emails is incorrect, replies were extremely slow and in some cases not even replied to (June 26 and 30 email) which I have saved and which were ignored by the builder.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Email: [redacted]@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 home. Inspections have all passed, as...
this home has received its occupancy pass from the city of [redacted] 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 home. We ask that as a homeowner, you please make note of any items of concern that you feel require attention. We ask that this list be submitted to our warranty department once compiled. Typically, we provide appointments for repair at the 3 month and 12 month mark. To this point we have never received a list of concerns from this client. An email to the client has been sent on June 2nd/2015 offering the client assistance. Once 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 20/2014. Grading delays are a common occurrence due to a number of factors such as trade availability, and most often due to weather and ground conditions. Since 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 repairs. As of June 2nd/2015, the grading contractor was on site and is nearing completion of rough grading repairs. Currently (As of June 3rd) it has been raining, and this may cause an additional delay. However, to accommodate this client, the contractor may attempt completion of the grading repair immediately. Client should be aware that upon rough grade completion, it can take a couple of weeks for city of [redacted] inspections to be performed and either a pass or fail issued. Once rough grade has passed, the client has a full year to complete their final grading and landscaping, and 2 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 builder. We understand that there can be difficulties with the construction process of a new home. However, we do want to help resolve these concerns. We 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 /* (1000, 5, 2015/10/01) */
Contact Name and Title: Sandra Y[redacted], 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 /* (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, 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 concerns. Since the complaint was initially filed we have been in regular...
contact with this homeowner and repair work has started. There 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[redacted], CMA
Director of Operations
Pacesetter Homes
Initial Consumer Rebuttal /* (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 over. Three tradespeople did not show up for our scheduled appointment and I still have some repairs that need fixing. Progress has been made since I filed the complaint.
Hi Erica,please see attached options and upgrades agreement,on the page2,7)(15) OL-UPPER4-OPTION#7-ADD 1"IN WIDTH TO EACH ROOM#3,ADDS 28SF ...PRICE $1350.00;PAGE5,2)/(2) SG-1"WIDTH-ADD1 TO WIDTH .....PRICE $2960.00. This is upgrade.The way I calculate the price is I paid $586811.40 for 2617 SQ FT(2589 original+28 I added), 1 SQ FT=$224.23($586811.40/2617SQ FT), They only give us 2464 Sq FT, 2617-2464=153 SQ FT short, the difference is $224.23*153 SQ FT=$34307.19Thank you for ask me the details, not sure if I explain it clearly,should you have any further questions,please let me know.[redacted]
Move In Date: January 14, 2016 Current Date: October 24, 2016
[redacted] Contacts: [redacted]
Pacesetter Contacts: [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, 2016. The back siding issues were to be completed at the same time. The tree in front of the house was never finished and someone was supposed to come out from Qualico for that as well.
The garage pad and rough grade were to be done before July 1, 2016 as per the contract for the sale of the house. At the end of [redacted], 2016 they poured the garage pad. That was poured incorrectly and was told someone was coming out to look at it. I was told that due to prior [redacted] jobs and odd weather my rough grade would not be completed until mid July. I agreed to that. On July 10th I was told by [redacted] that the rough grade date was pushed back until August 1, 2016 and someone was coming out to look at the garage pad which was done incorrectly. I cancelled my July 20th sod order and paid the deposit for it out of my pocket.
From 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 completed. I could not leave a voicemail and no emails were answered. Through LinkenIn I searched and found [redacted] and he told me [redacted]s was no more and he worked for another homebuilder now. He said all my issues were known and hoped they would be addressed promptly, but there was nothing he could do.
Being left on my own I emailed and phoned any [redacted] contact info I could find online. On 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 now. I sent a detailed email with all the issues with the house and pictures included. On 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 completed. Just to reiterate, the job that was supposed to be completed on July 1, 2016 did not even have a purchase order sent out as of August 8, 2016.
I asked my realtor to please help me out since I was being either ignored or screwed over time and time again. He phoned the [redacted] realtor ([redacted]), who also no longer worked for them, but she gave a number to Pacesetters Warranty group. On August 9th I phoned [redacted] at from the warranty group at 780-733-7356 who told me she never received me file and had no idea what I was talking about. She 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 Pacesetter. I sent another email immediately and asked her to email or phone back when she received it. I got no call or email back from her.
On 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 her. She 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 yet. She 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 meant. She transferred me to [redacted] who is the Warranty Coordinator for Pacesetter. He was able to schedule a warranty appointment to complete the issues I had inside the house. Those were completed on September 8th, 2016.
On August 22nd [redacted] told me [redacted] still has their own seasonal department even though the company is gone. They would deal with the parging, tree and rough grade. He said they would contact me directly but if I would like to speak with them I could email [email protected]. The same [redacted] that passed me off onto Pacesetter Warranty on August 5th. I contacted her and received an email on August 30th asking if I still had any concerns about the house. My response was, “My biggest concern is narrowing down an exact date for the seasonal work to get done. This 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 this.
I forwarded that same email to [redacted] on September 1st. Then 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 outstanding. Not a single issue since I bought the place in January had been resolved, so each problem still existed. I responded immediately saying I would make myself available as soon as anyone could come out. I asked multiple times if I could get a quote on the price of the jobs and get my own contractors in to do the work. There was never a reply to that request.
I never heard back from anyone on September 6th and so I phoned and emailed [redacted] again. She told me, “This appointment will actually be with construction rather than warranty. I 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 with.
After 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 issue. Warranty had then contacted me saying these were unfinished items with construction which is why I have directed it back to them. I apologize for the run around you have encountered. His name is [redacted] and his phone number is 780-490-4087. Feel free to give him a call to arrange a time. Thank you, [redacted]”. This is completely unprofessional and downright embarrassing for any company to pull. The “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 7th. He came out and contacted his concrete and rough grade people. He agreed that the garage pad was done incorrectly but would get a second opinion from his concrete guy. I asked to meet up with both of them at once to talk about it. The rough grade guys came the next day and did good job. They finished on the morning of September 9th. As of September 24th I still have not received my rough grade certification though. This 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 home. However, they did say that the job they did was completely wrong. He said they don’t have a plan yet, but want to patch their mistake with epoxy and parging. On September 12th I asked [redacted] for a detailed email about their plan so that I could get my own second opinion. He said he would send one when they get a real plan in place. I 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 Department. I 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 it. He scheduled a Site Warranty Manager to come out on September 27th at 8:30 a.m. who can make that decision.
[redacted] was the onsite concrete warranty manager that came out to look at the pad. He also agreed that the job was done incorrectly and needed to be re-done. He phoned RMC when on site and notified them of the job to be done. I asked for a signed letter about the job to be given to me since they lost my trust and their word was no good anymore. He said he would get one but the work could not be done this year since it was too late to pour concrete. I knew that, which was why I wanted this issue dealt with in the summer.
I 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 back. He sent out an email on September 29th with a promise letter from Pacesetter. However, it did not have a completion date for the job and said the pad may or may not have to be replaced. This was not what was agreed on with [redacted] on the 27th. So yet again I have to spend my own time phoning and emailing to deal with the incompetence of Pacesetter.
I 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 do. He said Sept 30, 2017 (the end of the concrete season) would be the only date he could give me. Even though I need my final grade done by Sept 21, 2017 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 me. I 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 with. The 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 stripping. Those things are what I should be happy with after 9 months of living in the house. He has no idea why I am getting upset.
On September 26th I received my rough grade certificate which was dated for September 21, 2016. 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 me. I asked her if there was any news on the 29th and 30th but again received no response. I emailed and left voicemails but have not heard back from her as of October 11th. [redacted] texted me on October 3rd about the grading report. He 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 pad. I 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 this. The new plan is pushed back a week due sub-zero weather. I have no issues with that.
On 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 parging. No further details on who this person is has been given. And the man doing the siding has come out to look at the job again. Not 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 either. I emailed [redacted] again on October 10th but it is a holiday so I will wait until the 11th before hoping to get a response. I phoned and left voicemails on October 11th and 12th and still have not heard anything back. I texted [redacted] to see if he could do anything and did not receive a response. I emailed [redacted] who forwarded my concerns to the Warranty Supervisor [redacted] who also did phone back. Great service.
After multiple calls to different departments I got an email back from [redacted] on October 13th. His email said, “Parging is a decorative finish and foundations are waterproof even in areas that are not parged. Unfortunately 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 October. Multiple times in the past 2 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 freezing. And repeatedly I was told someone was coming to finish the work that was agreed to upon sale of the house. This was noted with pictures and detailed writing in the home inspection.
I phoned him immediately after receiving this last email and he would not answer. After 7 calls back to back he picked up the phone and said that there is no obligation to complete the work. When 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 sale. This line sums up the complete incompetence of a Pacesetter employee. Without any justification and not reading any paperwork he lied to me for months on end about the work being completed soon. Then 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 customer. After this [redacted] spoke to my realtor and who just happened to be at the house visiting at the time. Again [redacted] gave no justification as to why he did this. When 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 sale. All complete lies to get out of his shady schemes that he got caught in.
After this my Father asked to speak to his boss who would be [redacted] transferred the call and we sat on hold for 10 minutes without anyone answering. He also gave us [redacted], the Director of Operations, number. After [redacted] did not answer we phoned [redacted] and [redacted] (her secretary) answered the phone. I explained everything that happened and sent her this document as well as the home inspection. She said she would pass it on to [redacted] and get some results instead of the runaround that I was in. Right 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 stated. He 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 Spring. This was all on October 13th and as of October 24th I have not received and letter stating the job will be done in the Spring.
As for the garage pad, the survey stakes were set on October 19th. On the 20th they built the forms for the pad. Everything seemed set and I asked multiple times for an insulated tarp to be put over the pad after it has been poured. This is a winter pour and at night the weather is dipping below -5 degrees Celsius. This is something that every reputable company would do and [redacted] told me that this concern was passed on to the company. They poured the pad on October 21st. I was not home when they poured, but seen it before I left for work at 4pm. I emailed [redacted] to ask where the tarp was since he was my only contact but he did not get back to me until Monday. I came home from night shift at 5am on October 22nd and there was a layer of frost across the pad and no cover. At 5am I drove around Fort Saskatchewan looking for a tarp but every store was closed. This just shows the complete disrespect that Pacesetter has for its customers. Any way that they can cut a corner and do a cheap job they will. I have never seen incompetence like this in all of my life.
On October 24th I received an email from [redacted] apologizing that my simple request was not met. There was no reason as to why it was not put on, simply that they did not do it.
Initial Business Response /* (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 /* (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 /* (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 /* (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 Revdex.com 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 /* (1000, 5, 2015/05/22) */
The homeowner did indeed take possession on January 23, 2014, during this time no grading work was stared due to the winter months. Every year grading starts up in May, weather permitting. Pacesetter Homes started to pre-grade lot and then...
started to rough grade her property. On September 29, 2014 Pacesetter Homes received the rough grade certificate for this home. Unfortunately the house failed on October 6, 2014 due to inconsistent slope/drainage causing ponding on the west property line of this home. The season was over by the time we received this failure from the City of Spruce Grove, therefore this was set up for repairs for the season of 2015. My grading contractors will be at this residence tomorrow to repair the grade, on Monday morning they will be sending it off to City of Spruce Grove. Once Pacesetter Homes receives the report, we will then inform the homeowner of the outcome. Please be aware that the City of [redacted] can take one to two weeks for approval times, therefore I cannot promise a date of completion for the end of May. I did contact the homeowner yesterday, May 21, 2015 over the phone and through email to explain that I was looking into this for her and would get back to her once I received a status update from my contractors, which I just received the update this morning.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
Yes I accept their response and I just want to say thank you. It is too bad that a person has to go through these channels to get anything done. It is completed as of this morning so I am happy. Again thank you!
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/07/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@qualico.com
We have been diligently addressing the issues listed by [redacted] since he and his realtor made us aware of the situation. Most of the...
items in his complaint have been addressed, however there are some items on order to complete all the repairs necessary.
Due to an internal communication error, installation of an interior door was cancelled. After discussing this with the customer we have determined and agreed that the door will now be installed. We sincerely apologize for any confusion and inconvenience this has caused the...
Initial Business Response /* (1000, 5, 2015/08/11) */
We have been in contact with the customer, and have arranged for an electrician to complete repairs in trench. Once complete we will undertake landscape repairs.
Initial Consumer Rebuttal /* (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 calling. pacesetter 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 /* (1000, 13, 2015/10/02) */
Contact Name and Title: Sandra Y[redacted], 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.
We have been in regular contact with the homeowner. Many of her concerns have been rectified and some are still ongoing. We will continue to work closely with the homeowner to complete all outstanding issues. Thank you for your patience. [redacted]Director of...
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 /* (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 homeowner. Our policy is to install and dispose of previous...
fixtures. Certainly 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 knowledge. We apologize for the miscommunication in this situation. The homeowner can contact management for further discussion.
Initial Consumer Rebuttal /* (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 part. We 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 home. I will be contacting them to discuss this further.
Final Business Response /* (4000, 13, 2015/08/24) */
We have come to a resolution with the customer directly.
Final Consumer Response /* (2000, 15, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted Pacesetter directly and we were offered compensation. We are satisfied with their offer and happy that they are acknowledging the issue.
Initial Business Response /* (1000, 10, 2014/08/29) */
First contact with homeowner was on May 8/Our Seasonal Department received an email from *** requesting a timeline for Rough Grading, Steps/Sidewalk and LandscapingAs we advise all new homeowners, we do not give any set dates
with Seasonal Work and homeowner was told that concrete work must be poured and fully cured prior to Landscaping being scheduledThe homeowner advised me that they would be completing their own concrete for their balcony and walkway in their backyardTo ensure the coordination with the homeowner and the landscaper went properly, I did advise *** to contact *** *** *** and let them know of their plansThis contact information was not meant for the homeowner to continually call for updates on the progress of Landscaping throughout the Summer, all correspondence was to come through Pacesetter so that we can properly address concerns and ensure that the work is being completed in a timely fashionAnother email from *** was received on May 9/requesting set dates once again as their concrete contractor needed to knowAgain, I advised the homeowner we do not give these dates out due to weather restrictions and that our contractors first priorities for the Spring of was to complete any work on homes occupied in Another email on June 13th was sent to the Seasonal Department requesting dates again and the option to complete themselves and bill PacesetterOnce again the process of seasonal work was explained and the homeowner was told that it is our strict policy not to promise or guarantee dates but that the work was tentatively scheduled for July (as this is what *** *** *** had told us)It was also mentioned that Landscaping was part of their Sales Agreement and we would not be able to compensate the homeowner should they decide to hire their own contractorAt this point, I was not aware that the homeowner was in contact with our Landscaper as close as she describes and was not having a positive experience with themHad this information been relayed to me, there would have been a discussion with our contractor to ensure they are not promising dates and ensuring they are providing great customer service for our clientThe next correspondence I received was from *** on Aug 26/asking when her landscaping would be doneI immediately contacted *** *** to find out why this area was not being completed and was assured they had already started landscaping work as of Aug 21/and had finished all rough grading back in July as promisedThey were delayed a bit over the Summer but were working as quickly as possible to finish this subdivision for usI told *** that the crews were in the area that it shouldn't be too much longer until her yard is completedHomeowner sent emails in a row advising there was no crew in the areaOur Site Super confirmed they were in fact in the area workingA follow up email was sent to *** on Aug 28th to ensure the landscapers were at her property and here is the response received from the homeowner : "Hi ***,Yes the black dirt went in yesterday on August 27, 2014...I talked to *** *** today too and *** was really nice, she said the SOD should be going in Today or Tomorrow with the Tree and Shrubs...But maybe you could follabout the SOD just in-case, so we are all on the same page....And *** *** did an awesome job on our yard with the black-dirt and its all sloping properly away from the houis Perfect!!! Thanks ***." So, as of right now the yard is being completed and we will ensure that the homeowner has a positive experience from here on out
Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: Sandra MY***, DirOp
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@qualico.com
We have contact the customer and are currently addressing his issues
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
They have agreed to investigate and meet on November but very little has been done to actually resolve the issuesThis complaint is not resolved
Final Business Response /* (4000, 12, 2015/12/15) */
RE: Complaint #XXXXXXX Job ***
Field Supervisor Report (Larry G***)
Emailed Homeowner on Dec and again yesterday to arrange house visit to assess the vault lines in the Bonus RoomStill waiting for a replyI have reviewed the truss drawings and plansI have talked to Construction Manager Randy and built a 3D Cad model to get a better understanding of the problemChanging the geometry of one line effects or more othersI think I have a solution - I just need to see the house when the Homeowner returns my email
Warranty Coordinators Report (Connie A***)
We have booked a second trade day on January 19th to take care of the outstanding items that were assessed on the first trade day which was on November 26thSeasonal items will be address in the Spring/Summer Below is a copy of the Update given to the homeowner via email:
Update as requested:
1) *** ***: panel on Kitchen Island, upper cabinet in ensuite and missing shelves in kitchen - on order, *** *** to call you when they arrive and arrange a service appointment
2) Wireless switch: I have an email into them now to ensure they have the materials required to do this job at a trade day
3) In floor heating: I have checked with the Estimating Department and the in floor heating was priced and installed for the ensuite, the water closet is not included in the ensuite
4) Vault Lines: Larry G*** the Field Supervisor for your area needs to meet with you to discuss the vault lines in your bonus roomI spoke to him today and I believe he had sent you an email on Dec 1st but he will follow up with you shortly to arrange a viewing and discuss a possible solutions
5) Basement Bedroom: A steel plate to cover the backflow valve and be installed to cover this dip but the carpet will need to be pulled up and our tech can put the steel plate down
6) Siding leak at walkout/siding above pillar: I will arrange an appointment to have our siders out along with our warranty tech to remove the siding higher, above the deck, and see where the water is coming in as well I will have the sider address the siding corner above the front pillar
7) Entry way ceiling minor scape at texture: To book repair
8) Twisted posts at rear deck: I have a work order sent to the trade to check and replace posts if they are beyond tolerance
9) Front Door Credit: I have an email out to our estimating department to get a cost on the front door slab and will send you a cheque once I receive this amount
10) Seasonal: Front Step assessment, window cleaning,
Regards,
Connie A***
Occupancy/Warranty Coordinator
Pacesetter Homes
Office: XXX-XXX-XXXX
Final Consumer Response /* (4200, 14, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received an email from Larry, but I have from ConnieLarry needs to double check he is sending to correct emailSo long as there are items outstanding, this issue remains unresolved
I purchased a Pacesetter homeSales manager was good, *** Very disappointing with the qualitySlowly things in the house are starting to have issues, from hot water tank, fireplace and air humider not workingWarranty department is a nightmare to contactThe department is unreliable and have never response back to any of my emailsNever again will I purchase a house from this companySuch a disappointmentThey are quick to make the sale but quality and service after possession of home is extremely disappointing
Initial Business Response /* (1000, 10, 2014/11/10) */
After a careful investigation into all homeowner's listed concerns from his original complaint on Sep 30/14, we can now provide all answers regarding these issues with hopes to resolve this case and ensure the homeowner is satisfied with
results(1) Fireplace issue was brought up with our Site Manager, *** *** who reported this to our heating contactor and an appointment was set up for Sept 18th*** *** determined that gas line was not connected and this was quickly corrected as per attached work orderHomeowner refused to sign this work order to verify completion (2) Roofing issue : by code, roof paper and ice shield is dependent on the type of application usedFor example, tab shingles only require 4ft of ice shield at the edge of the roof and valleysHowever, full paper is applicable to laminated architectural shinglesIn this situation, homeowner has tab shingles therefore full paper will not be installedItems 3,4,5,are what we consider "non-urgent" warranty items that are typically scheduled for our standard one year appointment, however we did want to make the homeowner happy and when the these concerns were received by our warranty department (Sep 4/14), we requested more information and unfortunately no response from the homeowner was received, therefore a technician was never scheduled for the repairsWe are more than willing to address these concerns, but the homeowner must be willing to communicate with warranty coordinator on the specifics of the problem to ensure the proper trades and materials are assigned for the repair (6) With regards to the comments about the distance between the "hose wall and fence", we are assuming that the homeowner is referring to the house wallThree emails from the Seasonal Department were sent to the homeowner requesting more information however no communication was ever received from ***To address this concern, we believe that homeowner is concerned about the fence placement and our response to this is that developer fencing is always installed on the homeowner's property and if needed, Pacesetter can forward the homeowner the Developer's contact information for more details regarding this, if requestedHomeowner has reported that the back yard door is not completed, as this is a Seasonal item, it will be looked at next Spring to ensure that exterior paint is fully complete(7) Regarding the smell in upper wash room, plumbing contractor should investigate and an email will be sent out to the homeowner requesting a tentative date(9) The HRV issue was reported to our Site Manager and warranty department which resulted in a work order being sent out to *** *** on Sep 18thTheir onsite inspection concluded that a new unit should be installedWe are currently following up with *** *** to ensure that this was completedAs mentioned, we are more than willing to work with the homeowner to ensure that they are satisfied and feel that their concerns are being addressed in a professional matterOur warranty department will once again attempt at scheduling a trade day for the any items we have been notified about that have not yet been addressed thus far
Initial Business Response /* (1000, 5, 2015/05/22) */
The homeowner did indeed take possession on January 23, 2014, during this time no grading work was stared due to the winter monthsEvery year grading starts up in May, weather permittingPacesetter Homes started to pre-grade lot and
then started to rough grade her propertyOn September 29, Pacesetter Homes received the rough grade certificate for this homeUnfortunately the house failed on October 6, due to inconsistent slope/drainage causing ponding on the west property line of this homeThe season was over by the time we received this failure from the City of Spruce Grove, therefore this was set up for repairs for the season of My grading contractors will be at this residence tomorrow to repair the grade, on Monday morning they will be sending it off to City of Spruce GroveOnce Pacesetter Homes receives the report, we will then inform the homeowner of the outcomePlease be aware that the City of *** *** can take one to two weeks for approval times, therefore I cannot promise a date of completion for the end of MayI did contact the homeowner yesterday, May 21, over the phone and through email to explain that I was looking into this for her and would get back to her once I received a status update from my contractors, which I just received the update this morning
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
Yes I accept their response and I just want to say thank youIt is too bad that a person has to go through these channels to get anything doneIt is completed as of this morning so I am happyAgain thank you!
Sincerely,
***
Purchasing a new home to be built can be a very intensive, confusing process and many things are considered and discussed prior to completing an agreement for sale. Our sales documentation takes this into account and provides every opportunity for the buyer to ensure their wishes are put in
writingWith respect to the square footage difference, this customer viewed a brochure issued for marketing purposes and may have included measurements for parts of the home not required for final blueprints, such as stairs and 'open to below' areasThe brochure did have a disclaimer outlining it may not represent any final product per a written contract. The sales agreement, addendums, specification sheet, colour sheet and blueprint are parts of the contract and did clearly outline all sizes and specifications for the home. This customer reviewed and signed all these documents and the house was built accordingly. With respect to the colour of the Crezone panels we have had three different people compare the colour on the panels to the sample the customer used to make her choice and the colour is identical. It is possible that lighting conditions and interaction with adjacent colours on the home make it appear different than what was envisioned, but it is the same colour she chose. All other parts of the home are as per her signed contract documents. In addition to our sales team, various other staff and managers have discussed these concerns with the customer and we are very sorry we are unable to provide her with the answers she wants. Our warranty department is working hard to meet any warranty concerns she has and it is our hope that she will be able to accept and understand our position
Initial Business Response /* (1000, 9, 2014/07/21) */
Contact Name and Title: [redacted]/Seasonal Department
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@qualico.com
Rough Grading on this property has been a priority since homeowners took possession on Aug 30/13. Our grading contractor...
were out to this property on Aug 13 & 26, however at that time concrete work was not fully completed which must be done prior to grading work, so grading work was placed on hold. Property was staked for grading on Sep 13/13 and was fully graded on Oct 25/13. Rough Grade surveyor certificate was ordered on Oct 28/13. Surveyor Certificate was received on Nov 4/13. The City of Edmonton had stopped their inspections for the year, so this was rescheduled for Spring of 2014. City inspection completed on May 1/14, however failed rough grade approval due to settlement and disruption from parging work. Repair was scheduled on property however, with the grading rotation and weather conditions (rainfall from May 25th to Jun 10th) being major factors, the could only be completed on July 8/13 and the City was requested for re-inspection. The City inspection was carried out on Jul 18/13 and rough grade was approved. Approval letter was received Monday, Jul 21st by our office and forwarded over to homeowner. Throughout correspondence with homeowner, no promised dates of completion for seasonal work were ever given as this is our strict policy not to do so. This was communicated to the homeowner several times. All emails received by Pacesetter were answered within the shortest amount of time possible. Thank you, [redacted]
Seasonal Coordinator
Pacesetter Homes Ltd
XXX-XXX-XXXX
[redacted]@qualico.com
Initial Consumer Rebuttal /* (3000, 11, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the grading has been complete the response issues by pacesetter regarding responses to emails is incorrect, replies were extremely slow and in some cases not even replied to (June 26 and 30 email) which I have saved and which were ignored by the builder.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Email: [redacted]@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 home. Inspections have all passed, as...
this home has received its occupancy pass from the city of [redacted] 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 home. We ask that as a homeowner, you please make note of any items of concern that you feel require attention. We ask that this list be submitted to our warranty department once compiled. Typically, we provide appointments for repair at the 3 month and 12 month mark. To this point we have never received a list of concerns from this client. An email to the client has been sent on June 2nd/2015 offering the client assistance. Once 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 20/2014. Grading delays are a common occurrence due to a number of factors such as trade availability, and most often due to weather and ground conditions. Since 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 repairs. As of June 2nd/2015, the grading contractor was on site and is nearing completion of rough grading repairs. Currently (As of June 3rd) it has been raining, and this may cause an additional delay. However, to accommodate this client, the contractor may attempt completion of the grading repair immediately. Client should be aware that upon rough grade completion, it can take a couple of weeks for city of [redacted] inspections to be performed and either a pass or fail issued. Once rough grade has passed, the client has a full year to complete their final grading and landscaping, and 2 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 builder. We understand that there can be difficulties with the construction process of a new home. However, we do want to help resolve these concerns. We 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 /* (1000, 5, 2015/10/01) */
Contact Name and Title: Sandra Y[redacted], 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 /* (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, 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 concerns. Since the complaint was initially filed we have been in regular...
contact with this homeowner and repair work has started. There 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[redacted], CMA
Director of Operations
Pacesetter Homes
Logo - color 2010-Sept
3203 93 Street
Edmonton, AB., T6N 0B2
T: 780 733 7332
E: [redacted]@qualico.com
Initial Consumer Rebuttal /* (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 over. Three tradespeople did not show up for our scheduled appointment and I still have some repairs that need fixing. Progress has been made since I filed the complaint.
Hi Erica,please see attached options and upgrades agreement,on the page2,7)(15) OL-UPPER4-OPTION#7-ADD 1"IN WIDTH TO EACH ROOM#3,ADDS 28SF ...PRICE $1350.00;PAGE5,2)/(2) SG-1"WIDTH-ADD1 TO WIDTH .....PRICE $2960.00. This is upgrade.The way I calculate the price is I paid $586811.40 for 2617 SQ FT(2589 original+28 I added), 1 SQ FT=$224.23($586811.40/2617SQ FT), They only give us 2464 Sq FT, 2617-2464=153 SQ FT short, the difference is $224.23*153 SQ FT=$34307.19Thank you for ask me the details, not sure if I explain it clearly,should you have any further questions,please let me know.[redacted]
Move In Date: January 14, 2016 Current Date: October 24, 2016
[redacted] Contacts: [redacted]
Pacesetter Contacts: [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, 2016. The back siding issues were to be completed at the same time. The tree in front of the house was never finished and someone was supposed to come out from Qualico for that as well.
The garage pad and rough grade were to be done before July 1, 2016 as per the contract for the sale of the house. At the end of [redacted], 2016 they poured the garage pad. That was poured incorrectly and was told someone was coming out to look at it. I was told that due to prior [redacted] jobs and odd weather my rough grade would not be completed until mid July. I agreed to that. On July 10th I was told by [redacted] that the rough grade date was pushed back until August 1, 2016 and someone was coming out to look at the garage pad which was done incorrectly. I cancelled my July 20th sod order and paid the deposit for it out of my pocket.
From 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 completed. I could not leave a voicemail and no emails were answered. Through LinkenIn I searched and found [redacted] and he told me [redacted]s was no more and he worked for another homebuilder now. He said all my issues were known and hoped they would be addressed promptly, but there was nothing he could do.
Being left on my own I emailed and phoned any [redacted] contact info I could find online. On 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 now. I sent a detailed email with all the issues with the house and pictures included. On 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 completed. Just to reiterate, the job that was supposed to be completed on July 1, 2016 did not even have a purchase order sent out as of August 8, 2016.
I asked my realtor to please help me out since I was being either ignored or screwed over time and time again. He phoned the [redacted] realtor ([redacted]), who also no longer worked for them, but she gave a number to Pacesetters Warranty group. On August 9th I phoned [redacted] at from the warranty group at 780-733-7356 who told me she never received me file and had no idea what I was talking about. She 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 Pacesetter. I sent another email immediately and asked her to email or phone back when she received it. I got no call or email back from her.
On 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 her. She 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 yet. She 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 meant. She transferred me to [redacted] who is the Warranty Coordinator for Pacesetter. He was able to schedule a warranty appointment to complete the issues I had inside the house. Those were completed on September 8th, 2016.
On August 22nd [redacted] told me [redacted] still has their own seasonal department even though the company is gone. They would deal with the parging, tree and rough grade. He said they would contact me directly but if I would like to speak with them I could email [email protected]. The same [redacted] that passed me off onto Pacesetter Warranty on August 5th. I contacted her and received an email on August 30th asking if I still had any concerns about the house. My response was, “My biggest concern is narrowing down an exact date for the seasonal work to get done. This 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 this.
I forwarded that same email to [redacted] on September 1st. Then 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 outstanding. Not a single issue since I bought the place in January had been resolved, so each problem still existed. I responded immediately saying I would make myself available as soon as anyone could come out. I asked multiple times if I could get a quote on the price of the jobs and get my own contractors in to do the work. There was never a reply to that request.
I never heard back from anyone on September 6th and so I phoned and emailed [redacted] again. She told me, “This appointment will actually be with construction rather than warranty. I 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 with.
After 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 issue. Warranty had then contacted me saying these were unfinished items with construction which is why I have directed it back to them. I apologize for the run around you have encountered. His name is [redacted] and his phone number is 780-490-4087. Feel free to give him a call to arrange a time. Thank you, [redacted]”. This is completely unprofessional and downright embarrassing for any company to pull. The “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 7th. He came out and contacted his concrete and rough grade people. He agreed that the garage pad was done incorrectly but would get a second opinion from his concrete guy. I asked to meet up with both of them at once to talk about it. The rough grade guys came the next day and did good job. They finished on the morning of September 9th. As of September 24th I still have not received my rough grade certification though. This 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 home. However, they did say that the job they did was completely wrong. He said they don’t have a plan yet, but want to patch their mistake with epoxy and parging. On September 12th I asked [redacted] for a detailed email about their plan so that I could get my own second opinion. He said he would send one when they get a real plan in place. I 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 Department. I 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 it. He scheduled a Site Warranty Manager to come out on September 27th at 8:30 a.m. who can make that decision.
[redacted] was the onsite concrete warranty manager that came out to look at the pad. He also agreed that the job was done incorrectly and needed to be re-done. He phoned RMC when on site and notified them of the job to be done. I asked for a signed letter about the job to be given to me since they lost my trust and their word was no good anymore. He said he would get one but the work could not be done this year since it was too late to pour concrete. I knew that, which was why I wanted this issue dealt with in the summer.
I 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 back. He sent out an email on September 29th with a promise letter from Pacesetter. However, it did not have a completion date for the job and said the pad may or may not have to be replaced. This was not what was agreed on with [redacted] on the 27th. So yet again I have to spend my own time phoning and emailing to deal with the incompetence of Pacesetter.
I 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 do. He said Sept 30, 2017 (the end of the concrete season) would be the only date he could give me. Even though I need my final grade done by Sept 21, 2017 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 me. I 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 with. The 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 stripping. Those things are what I should be happy with after 9 months of living in the house. He has no idea why I am getting upset.
On September 26th I received my rough grade certificate which was dated for September 21, 2016. 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 me. I asked her if there was any news on the 29th and 30th but again received no response. I emailed and left voicemails but have not heard back from her as of October 11th. [redacted] texted me on October 3rd about the grading report. He 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 pad. I 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 this. The new plan is pushed back a week due sub-zero weather. I have no issues with that.
On 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 parging. No further details on who this person is has been given. And the man doing the siding has come out to look at the job again. Not 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 either. I emailed [redacted] again on October 10th but it is a holiday so I will wait until the 11th before hoping to get a response. I phoned and left voicemails on October 11th and 12th and still have not heard anything back. I texted [redacted] to see if he could do anything and did not receive a response. I emailed [redacted] who forwarded my concerns to the Warranty Supervisor [redacted] who also did phone back. Great service.
After multiple calls to different departments I got an email back from [redacted] on October 13th. His email said, “Parging is a decorative finish and foundations are waterproof even in areas that are not parged. Unfortunately 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 October. Multiple times in the past 2 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 freezing. And repeatedly I was told someone was coming to finish the work that was agreed to upon sale of the house. This was noted with pictures and detailed writing in the home inspection.
I phoned him immediately after receiving this last email and he would not answer. After 7 calls back to back he picked up the phone and said that there is no obligation to complete the work. When 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 sale. This line sums up the complete incompetence of a Pacesetter employee. Without any justification and not reading any paperwork he lied to me for months on end about the work being completed soon. Then 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 customer. After this [redacted] spoke to my realtor and who just happened to be at the house visiting at the time. Again [redacted] gave no justification as to why he did this. When 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 sale. All complete lies to get out of his shady schemes that he got caught in.
After this my Father asked to speak to his boss who would be [redacted] transferred the call and we sat on hold for 10 minutes without anyone answering. He also gave us [redacted], the Director of Operations, number. After [redacted] did not answer we phoned [redacted] and [redacted] (her secretary) answered the phone. I explained everything that happened and sent her this document as well as the home inspection. She said she would pass it on to [redacted] and get some results instead of the runaround that I was in. Right 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 stated. He 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 Spring. This was all on October 13th and as of October 24th I have not received and letter stating the job will be done in the Spring.
As for the garage pad, the survey stakes were set on October 19th. On the 20th they built the forms for the pad. Everything seemed set and I asked multiple times for an insulated tarp to be put over the pad after it has been poured. This is a winter pour and at night the weather is dipping below -5 degrees Celsius. This is something that every reputable company would do and [redacted] told me that this concern was passed on to the company. They poured the pad on October 21st. I was not home when they poured, but seen it before I left for work at 4pm. I emailed [redacted] to ask where the tarp was since he was my only contact but he did not get back to me until Monday. I came home from night shift at 5am on October 22nd and there was a layer of frost across the pad and no cover. At 5am I drove around Fort Saskatchewan looking for a tarp but every store was closed. This just shows the complete disrespect that Pacesetter has for its customers. Any way that they can cut a corner and do a cheap job they will. I have never seen incompetence like this in all of my life.
On October 24th I received an email from [redacted] apologizing that my simple request was not met. There was no reason as to why it was not put on, simply that they did not do it.
Initial Business Response /* (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 /* (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 /* (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 /* (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 Revdex.com 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 /* (1000, 5, 2015/05/22) */
The homeowner did indeed take possession on January 23, 2014, during this time no grading work was stared due to the winter months. Every year grading starts up in May, weather permitting. Pacesetter Homes started to pre-grade lot and then...
started to rough grade her property. On September 29, 2014 Pacesetter Homes received the rough grade certificate for this home. Unfortunately the house failed on October 6, 2014 due to inconsistent slope/drainage causing ponding on the west property line of this home. The season was over by the time we received this failure from the City of Spruce Grove, therefore this was set up for repairs for the season of 2015. My grading contractors will be at this residence tomorrow to repair the grade, on Monday morning they will be sending it off to City of Spruce Grove. Once Pacesetter Homes receives the report, we will then inform the homeowner of the outcome. Please be aware that the City of [redacted] can take one to two weeks for approval times, therefore I cannot promise a date of completion for the end of May. I did contact the homeowner yesterday, May 21, 2015 over the phone and through email to explain that I was looking into this for her and would get back to her once I received a status update from my contractors, which I just received the update this morning.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
Yes I accept their response and I just want to say thank you. It is too bad that a person has to go through these channels to get anything done. It is completed as of this morning so I am happy. Again thank you!
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/07/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@qualico.com
We have been diligently addressing the issues listed by [redacted] since he and his realtor made us aware of the situation. Most of the...
items in his complaint have been addressed, however there are some items on order to complete all the repairs necessary.
Due to an internal communication error, installation of an interior door was cancelled. After discussing this with the customer we have determined and agreed that the door will now be installed. We sincerely apologize for any confusion and inconvenience this has caused the...
customer.
Initial Business Response /* (1000, 5, 2015/08/11) */
We have been in contact with the customer, and have arranged for an electrician to complete repairs in trench. Once complete we will undertake landscape repairs.
Initial Consumer Rebuttal /* (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 calling. pacesetter 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 /* (1000, 13, 2015/10/02) */
Contact Name and Title: Sandra Y[redacted], 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.
We have been in regular contact with the homeowner. Many of her concerns have been rectified and some are still ongoing. We will continue to work closely with the homeowner to complete all outstanding issues. Thank you for your patience. [redacted]Director of...
OperationPacesetter Homes[redacted]
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 /* (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 homeowner. Our policy is to install and dispose of previous...
fixtures. Certainly 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 knowledge. We apologize for the miscommunication in this situation. The homeowner can contact management for further discussion.
Initial Consumer Rebuttal /* (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 part. We 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 home. I will be contacting them to discuss this further.
Final Business Response /* (4000, 13, 2015/08/24) */
We have come to a resolution with the customer directly.
Final Consumer Response /* (2000, 15, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted Pacesetter directly and we were offered compensation. We are satisfied with their offer and happy that they are acknowledging the issue.