This is a warning to anyone that buys a new Pacesetter Home in Edmonton. They do not stand behind their product and their workmanship is poor, their sit supervisor leaves little to be desired and wont take responsibility for anything. They talk smack about the homeowners to the trades people and to their other customers. We caught them doing this as the sit supervisor so enlightened us to a 'pain in the XXX' homeowner a few blocks away and trades people told us what Pacesetter was telling them about us.
From date of possession and now, even past the one year our problems are not being corrected. From permits not being pulled on gas lines (which failed once inspected after we contacted the city) to windows more then a 1/4 inch lower then the others, poor carpet installation, receiving an incorrect RPR, Plumbing problems causing a flood in the living room, sewer gas in the master bathroom, large cracks in the basement floor more then a 1/4 inch thick in spots, to refusing mediation, well the list continues. Although some of the issues have been corrected we still have a window that is installed too low, a crack that remains unfixed in the basement, and unpainted visible hardy board on the exterior of the house.
Lloyd the president of Pacesetter had suggested mediation but backed out once I said we were going that rout. He knew we had passed the deadline for a warranty claim because they had purposely booked our one year for after the date a claim could be made. If we made the claim before they came out they would not have come and done anything. This leaves the homeowner in a loophole created by the builders and home warranty. I called home warranty once I knew the one year trades day was after the expiry date and they told me on the phone I had 60 days after our one year, we never thought that when we put the claim through they would tell us we missed the deadline. Even after explaining everything Home Warranty told us 'too bad' you need to deal with the builder or you can go through mediation. When I told Noel with Home Warranty that I have an email stating they would not do mediation it was 'oh well'.
We are only asking they fix the issues with the house, they built it they need to stand behind their product. This house has been a nightmare and not because of the issues with the house but because of the company we have had to deal with. I would never recommend a Pacesetter to anyone and if you have already bought one you may as well start your claim before the one year as Pacesetter wont fix it anyway!
- Approximate cost of services:
- $585,000.00
- Company Response
Hi Leah,
I would first like to thank you for bringing to our attention the unacceptable behavior of your site supervisor. Speaking poorly of any of our customers is certainly intolerable and will most definitely be addressed with the appropriate parties. I apologize that you had to deal with that.
In regards to your warranty concerns, I do want to clarify a few things as there appears to be confusion surrounding some of your remaining warranty items. It is important to note that Lloyd, the Vice President, has clearly stated that any warrantable items will be cleared up despite being past the one-year Pacesetter warranty deadline. We recognize that booking trades in for repairs can sometimes be a timely process and thus we are happy to honour fixing any warrantable items past the deadline as long as communication has been received in a timely manner prior to the warranty expiry date. However, after receiving your original list of concerns (prior to the warranty expiry date) your coordinator did suggest beginning the claims process with Alberta New Home Warranty as a precaution due to some of the items on the list not being deemed warrantable on our end. She specifically stated that getting in touch with them early on was due to possible limitations on their end including timelines; you stated that you had dealt with Alberta New Home Warranty in the past and were highly informed as to their guidelines and what was considered acceptable and thus chose to not file a claim at that time. Again, I would like to stress the fact that Pacesetter would never purposely book a trades day with you after your warranty expiry date as a way of avoiding pending repairs- we do stand behind the integrity of our procut and will take the necessary measures to ensure the final product of your home is satisfactory. If you would like any further clarification on this please feel free to contact us directly at pacesettersales@qualico.com
Thank you.