Pacesetter Homes

So we took possession of our home in Oct 2014. After our initial walk through, we identified 3 pages full of defects. We had all the common defects like paint and minor wall dents but also some odd ones including a missing deadbolt on our back patio door. Pacesetter did have the courtesy to stuff some tissue in the hole to prevent any bugs from getting in (see pics). We did not have peace of mind until it was finally installed a week or two later. About a month later, we noticed the ceiling started to crack with obvious water damage. Pacesetter sent their plumber, who identified the issue as coming from the bathtub directly above and fixed what he thought was the issue. A different tradesman repatched the ceiling nicely but a week later the same issue happened. Fed up with Pacesetters plumber, we called one from the yellow pages. He found out the actual issue was with a faulty pipe connector which he thankfully was able to replace. After some struggle with Pacesetter, they did finally reimburse us for that cost. After finding mold had built up from the water pooling, our ceiling again needed repair.
Awhile afterwards, my wife decided to take a bath for the first time in the master bedroom. I came home that evening and heard dripping in the kitchen, I looked up and saw water dripping from the potlight and water leaking from the electrical outlet and pooling on our kitchen flloor which continued into our basement. Again we had to contact Pacesettter and again we had to use up vacation time to accommodate their schedule. This was our first home buidling experience and it was a nightmare. We felt a ton of frustration and anger but had just enough patience once the repairs were done to avoid posting any negative reviews online.
Fast forward to today. It’s been over a year and a half and we’re still struggling with defects. We still have uneven flooring in the main entrance and currently cannot open our patio door. But the reason I’m posting now is because our customer service rep Susan simply does not respond to our emails in any reasonable time frame. My Wife had politely email her twice since our one year review and it took 4 months to finally get a response. To make matters worse, the response was that she was a bit behind on her emails. I absolutely hate being BS’d too. I find it insulting to my intelligence that you would think that is even remotely an acceptable excuse. I feel forced to play the bad guy now since my wife’s polite and patient approach isn’t working.
Anyways, I’ll close with something positive to say about Pacesetter. The tradesmen that have come to fix our defects have mostly been exceptional. They’re usually friendly and seem to genuinely care about our frustrations. Chris in particular, who paid us our last two visits is wonderful. He was sad and surprised to find out on our second visit that our defects were still outstanding. I see quality in his work and attitude.
In conclusion, if you have a lot of patience and vacation time saved up and enjoy being abused, then build with Pacesetter!! Otherwise, spend your hundred’s of thousands of dollars elsewhere.