We are sincerely sorry for all the confusing information that has been provided to you regarding your landscaping deposit. Your file has been discussed internally and we are expecting the inspection will be done within the next couple of business days. An inspection report will...
be sent to us shortly after that. If your landscaping passes the inspection we will be able to release your refund within two weeks. Please confirm a mailing address for us to send the cheque as your address noted on this complaint is different from the [redacted]se address. Again, please accept our apologies and we thank you for your continued 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 Operation
Pacesetter Homes
[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.
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, 8, 2014/08/13) */
Homeowners took possession of their house on Oct 18/13 at this time Rough Grading had been completed by our grading contractor, [redacted]. Inspection after grading work showed that the lot was a station out of tolerance and...
that a touch up was required before the surveyor could issue their certificate. Job was re-scheduled for Summer of 2014. Grading repairs started on May 22nd in [redacted] area however on the 25th of May, we received multiple days of rain until Jun 10th. Ground was not dry enough for any grading work to be completed in area until end of June. At this time the crews had rotated their schedule to a different area of City, but with the promise to finish up all pending work in [redacted] in July. Crew arrived back mid-July and started on repairs. Job in question received their repair and the Surveyor ([redacted]) had confirmed date of Aug 11th to issue Rough Grade certificate. Once completed, the City will be requested to inspect grade and upon approval documents will be emailed over to the homeowner. No completion dates with Seasonal work is given to homeowners due to the weather dependency of this type of work.
We have carefully reviewed the circumstances and the customer's concerns and have set an appointment with the customer to finalize his request. As a result of the problems encountered by this customer we have revised our practices for showing square footages of our products in an effort to...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We have re-opened communication and are working with the customer to determine a possible cause and solution. We hope to be able to post a more positive update in the near future.
Initial Business Response /* (1000, 5, 2014/10/08) */
Hello [redacted],
We assure you, your concerns are important to us.
After our review internally and contacting our trades we have confirmed with them all of your exterior paint was completed October 8.
Thank you for providing your...
feedback and we will work towards improving our seasonal work schedules.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It would appear that the contractor did attend to my property earlier this week and reapplied paint to the steps and the pillar but it does not appear that they finished applying the second coat everywhere, namely the trim around the garage door, as well as everything else at the front door (a band of trim above the front door of the house, as well as a railing connected to the pillar, and the "base of the steps" on the side of the house along the grass).
It's possible that what I had said in my Revdex.com complaint wasn't clear as I was saying the first coat on the steps wasn't finished and the first coat on the pillar had problems with it, but when I said at item 3 "applying a second coat" I meant on all the items, not just the pillar and steps. Now the pillar and steps look great but the single coat on everything else looks faded and thin after nearly two years.
If it's possible to have the contractors return to complete the second coat of everything at the front that would be appreciated.
Final Business Response /* (4000, 11, 2014/11/07) */
As per the builders confirmation from the painting trade, the work was completed as of last week.
Work completed as follows:
-Repainted Overhead door battens/trim
-Complete repaint of pillar as requested
-complete repaint of the front step risers (painter observed that there was wear and tear damage to the risers)
-additional coat of paint added to the skirting and railing (painter had confirmed that 2 coats were previously done)
We hope that completion of this work will be acceptable to the owner.
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.
Initial Business Response /* (1000, 5, 2015/04/27) */
Contact Name and Title: [redacted] Director S&M
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@[redacted].com
Customer satisfaction is our primary concern and we value and take every concern seriously. This particular case is...
unfortunate, because we have directly disclosed all that was to take place on our agreement and it was signed for by the customer. When we originally plotted the house on the lot the Sales Representative ([redacted])informed the client that the home was outside of the building pocket, so to make it fit we would need to slightly reduce the foundation size, but the main floor size would remain the same. For this we would give a small credit for amount of basement that was reduced, which they were credited. This was signed for on page number one of the purchase agreement's options and upgrades. We have all documentation and can only go by what was signed for and agreed to by the purchaser. [redacted] did not sign agreement but his wife was present with their Realtor who is very proficient in English, they reviewed the contract and agreed to this change. I have personally responded by meeting with the client in our office, we have conversed numerous times via e-mail, and we have comprised a file of every time we were in communication so that every discussion was documented. No one has ever set out to deceive anyone as the client suggests that the salesperson did. The home is already framed and being built as per the agreement which we are adhering to. We are more than happy to provide the documentation pertaining to this item of concern, [redacted] has followed all processes and informed client as to the changes to the best of her ability, if there was a communication problem between [redacted] and client then the Real Estate agent representing the purchaser was there to review and explain. This home is well under construction, so to cancel the deal at this time, when we have fulfilled our obligations of the signed agreement is not an option at this point and this was respectfully explained to [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my wife signed the contract. No one told her the basement will be cut 20'. When all thing was done. On Nov. 17 they inform us the basement should be cut 20' and just give us $800. credit, which we can not accept.
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.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (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, 8, 2014/08/28) */
This property was pre-graded on July 3/13, crews staked out for rough grade on Aug 26/13 and rough grade was completed on Sep 5/13. Unfortunately, there was a station of out of tolerance and the crew needed to come back to repair on Sep...
26/13. Our surveyor ([redacted]) was then requested to issue certificate on Oct 25/13 and we received the certificate on Oct 29/13. Unfortunately City Inspections had ceased for the year and we were not able to obtain approval before the end of the season. Inspection was rescheduled for Spring of 2014. A City report was sent to us on May 5th stating that Lot inspection had failed due tolerances being out of station and swale not being defined - most likely due to Winter Settlement. Our Seasonal Department followed up with our Grading Contractor ([redacted]) to ensure that a repair would be done Summer of 2014 and rough grade approval would be obtained. Grading repairs started on May 22nd in [redacted] area however on the 25th of May, we received multiple days of rain until Jun 10th. Ground was not dry enough for any grading work to be completed in area until end of June. At this time the crews had rotated their schedule to a different area of City, but with the promise to finish up all pending work in [redacted] in July and August. Crew arrived back mid-July and started on repairs. Repair was completed on Aug 27th and the City has been requested to re-inspect grade. Upon approval, documents will be emailed over to the homeowner advising the next steps in the seasonal process. No completion dates with Seasonal work is ever given to homeowners due to the weather dependency of this type of work. Homeowner was never instructed to call our Seasonal Department every day and there is no correspondence found showing this. [redacted]
Probably the worst experience I've ever had is building a house with this company. The home was 5 months late being delivered, while other homes in the neighborhood purchased after ours kept popping up. The water heater didn't work the day we moved in, there was a plumbing leak that left the sink water on the basement floor, 2 months in the house now and we still can't use our ensuite shower. Paint touchups are needed throughout....again....2 months and still not addressed. I see their painters going into houses under construction, but I guess they already have my money so I'm not important anymore. Honestly, avoid the frustration and choose a different home builder.
Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: Sandra M. Y[redacted], Dir. Op
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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 26 but very little has been done to actually resolve the issues. This complaint is not resolved.
Final Business Response /* (4000, 12, 2015/12/15) */
RE: Complaint #XXXXXXX Job [redacted]
Field Supervisor Report (Larry G[redacted])
Emailed Homeowner on Dec 1 and again yesterday to arrange house visit to assess the vault lines in the Bonus Room. Still waiting for a reply. I have reviewed the truss drawings and plans. I have talked to Construction Manager Randy and built a 3D Cad model to get a better understanding of the problem. Changing the geometry of one line effects 2 or more others. I think I have a solution - I just need to see the house when the Homeowner returns my email.
Warranty Coordinators Report (Connie A[redacted])
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 26th. Seasonal items will be address in the Spring/Summer 2016. Below is a copy of the Update given to the homeowner via email:
Update as requested:
1) [redacted]: panel on Kitchen Island, upper cabinet in ensuite and missing shelves in kitchen - on order, [redacted] 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[redacted] the Field Supervisor for your area needs to meet with you to discuss the vault lines in your bonus room. I 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[redacted]
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 Connie. Larry needs to double check he is sending to correct email. So long as there are items outstanding, this issue remains unresolved.
We are sincerely sorry for all the confusing information that has been provided to you regarding your landscaping deposit. Your file has been discussed internally and we are expecting the inspection will be done within the next couple of business days. An inspection report will...
be sent to us shortly after that. If your landscaping passes the inspection we will be able to release your refund within two weeks. Please confirm a mailing address for us to send the cheque as your address noted on this complaint is different from the [redacted]se address. Again, please accept our apologies and we thank you for your continued 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 Operation
Pacesetter Homes
[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.
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, 8, 2014/08/13) */
Homeowners took possession of their house on Oct 18/13 at this time Rough Grading had been completed by our grading contractor, [redacted]. Inspection after grading work showed that the lot was a station out of tolerance and...
that a touch up was required before the surveyor could issue their certificate. Job was re-scheduled for Summer of 2014. Grading repairs started on May 22nd in [redacted] area however on the 25th of May, we received multiple days of rain until Jun 10th. Ground was not dry enough for any grading work to be completed in area until end of June. At this time the crews had rotated their schedule to a different area of City, but with the promise to finish up all pending work in [redacted] in July. Crew arrived back mid-July and started on repairs. Job in question received their repair and the Surveyor ([redacted]) had confirmed date of Aug 11th to issue Rough Grade certificate. Once completed, the City will be requested to inspect grade and upon approval documents will be emailed over to the homeowner. No completion dates with Seasonal work is given to homeowners due to the weather dependency of this type of work.
We have carefully reviewed the circumstances and the customer's concerns and have set an appointment with the customer to finalize his request. As a result of the problems encountered by this customer we have revised our practices for showing square footages of our products in an effort to...
prevent confusion for future customers.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We have re-opened communication and are working with the customer to determine a possible cause and solution. We hope to be able to post a more positive update in the near future.
Initial Business Response /* (1000, 5, 2014/10/08) */
Hello [redacted],
We assure you, your concerns are important to us.
After our review internally and contacting our trades we have confirmed with them all of your exterior paint was completed October 8.
Thank you for providing your...
feedback and we will work towards improving our seasonal work schedules.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It would appear that the contractor did attend to my property earlier this week and reapplied paint to the steps and the pillar but it does not appear that they finished applying the second coat everywhere, namely the trim around the garage door, as well as everything else at the front door (a band of trim above the front door of the house, as well as a railing connected to the pillar, and the "base of the steps" on the side of the house along the grass).
It's possible that what I had said in my Revdex.com complaint wasn't clear as I was saying the first coat on the steps wasn't finished and the first coat on the pillar had problems with it, but when I said at item 3 "applying a second coat" I meant on all the items, not just the pillar and steps. Now the pillar and steps look great but the single coat on everything else looks faded and thin after nearly two years.
If it's possible to have the contractors return to complete the second coat of everything at the front that would be appreciated.
Final Business Response /* (4000, 11, 2014/11/07) */
As per the builders confirmation from the painting trade, the work was completed as of last week.
Work completed as follows:
-Repainted Overhead door battens/trim
-Complete repaint of pillar as requested
-complete repaint of the front step risers (painter observed that there was wear and tear damage to the risers)
-additional coat of paint added to the skirting and railing (painter had confirmed that 2 coats were previously done)
We hope that completion of this work will be acceptable to the owner.
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.
Initial Business Response /* (1000, 5, 2015/04/27) */
Contact Name and Title: [redacted] Director S&M
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@[redacted].com
Customer satisfaction is our primary concern and we value and take every concern seriously. This particular case is...
unfortunate, because we have directly disclosed all that was to take place on our agreement and it was signed for by the customer. When we originally plotted the house on the lot the Sales Representative ([redacted])informed the client that the home was outside of the building pocket, so to make it fit we would need to slightly reduce the foundation size, but the main floor size would remain the same. For this we would give a small credit for amount of basement that was reduced, which they were credited. This was signed for on page number one of the purchase agreement's options and upgrades. We have all documentation and can only go by what was signed for and agreed to by the purchaser. [redacted] did not sign agreement but his wife was present with their Realtor who is very proficient in English, they reviewed the contract and agreed to this change. I have personally responded by meeting with the client in our office, we have conversed numerous times via e-mail, and we have comprised a file of every time we were in communication so that every discussion was documented. No one has ever set out to deceive anyone as the client suggests that the salesperson did. The home is already framed and being built as per the agreement which we are adhering to. We are more than happy to provide the documentation pertaining to this item of concern, [redacted] has followed all processes and informed client as to the changes to the best of her ability, if there was a communication problem between [redacted] and client then the Real Estate agent representing the purchaser was there to review and explain. This home is well under construction, so to cancel the deal at this time, when we have fulfilled our obligations of the signed agreement is not an option at this point and this was respectfully explained to [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my wife signed the contract. No one told her the basement will be cut 20'. When all thing was done. On Nov. 17 they inform us the basement should be cut 20' and just give us $800. credit, which we can not accept.
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.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (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, 8, 2014/08/28) */
This property was pre-graded on July 3/13, crews staked out for rough grade on Aug 26/13 and rough grade was completed on Sep 5/13. Unfortunately, there was a station of out of tolerance and the crew needed to come back to repair on Sep...
26/13. Our surveyor ([redacted]) was then requested to issue certificate on Oct 25/13 and we received the certificate on Oct 29/13. Unfortunately City Inspections had ceased for the year and we were not able to obtain approval before the end of the season. Inspection was rescheduled for Spring of 2014. A City report was sent to us on May 5th stating that Lot inspection had failed due tolerances being out of station and swale not being defined - most likely due to Winter Settlement. Our Seasonal Department followed up with our Grading Contractor ([redacted]) to ensure that a repair would be done Summer of 2014 and rough grade approval would be obtained. Grading repairs started on May 22nd in [redacted] area however on the 25th of May, we received multiple days of rain until Jun 10th. Ground was not dry enough for any grading work to be completed in area until end of June. At this time the crews had rotated their schedule to a different area of City, but with the promise to finish up all pending work in [redacted] in July and August. Crew arrived back mid-July and started on repairs. Repair was completed on Aug 27th and the City has been requested to re-inspect grade. Upon approval, documents will be emailed over to the homeowner advising the next steps in the seasonal process. No completion dates with Seasonal work is ever given to homeowners due to the weather dependency of this type of work. Homeowner was never instructed to call our Seasonal Department every day and there is no correspondence found showing this. [redacted]
Probably the worst experience I've ever had is building a house with this company. The home was 5 months late being delivered, while other homes in the neighborhood purchased after ours kept popping up. The water heater didn't work the day we moved in, there was a plumbing leak that left the sink water on the basement floor, 2 months in the house now and we still can't use our ensuite shower. Paint touchups are needed throughout....again....2 months and still not addressed. I see their painters going into houses under construction, but I guess they already have my money so I'm not important anymore. Honestly, avoid the frustration and choose a different home builder.
Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: Sandra M. Y[redacted], Dir. Op
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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 26 but very little has been done to actually resolve the issues. This complaint is not resolved.
Final Business Response /* (4000, 12, 2015/12/15) */
RE: Complaint #XXXXXXX Job [redacted]
Field Supervisor Report (Larry G[redacted])
Emailed Homeowner on Dec 1 and again yesterday to arrange house visit to assess the vault lines in the Bonus Room. Still waiting for a reply. I have reviewed the truss drawings and plans. I have talked to Construction Manager Randy and built a 3D Cad model to get a better understanding of the problem. Changing the geometry of one line effects 2 or more others. I think I have a solution - I just need to see the house when the Homeowner returns my email.
Warranty Coordinators Report (Connie A[redacted])
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 26th. Seasonal items will be address in the Spring/Summer 2016. Below is a copy of the Update given to the homeowner via email:
Update as requested:
1) [redacted]: panel on Kitchen Island, upper cabinet in ensuite and missing shelves in kitchen - on order, [redacted] 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[redacted] the Field Supervisor for your area needs to meet with you to discuss the vault lines in your bonus room. I 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[redacted]
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 Connie. Larry needs to double check he is sending to correct email. So long as there are items outstanding, this issue remains unresolved.