Pacesetter Homes

The process of purchasing the home was great! Indy and his team were incredible. I would give them a 10/10. Now, if only the warranty department personnel were as proactive as the sales people, everything would have been great.

Our nightmare began just after 3 weeks of moving into the house. One day, during a torrential downpour, my wife checked the basement (fully finished) and to her shock, she found rain water streaming into one of the rooms, coming from one of the window wells. The room was already flooded and water already started seeping into adjacent rooms. Since we just moved in, the basement was still unorganized full of boxes still waiting to be unpacked.

We immediately called the emergency plumbing number. To their credit, response was relatively quick. The plumber arrived after 45mins. However, the plumber was utterly useless! All he did was STARE at the flooded window well, as my neighbour and I were frantically scooping the water from the window well. He went in the house to check the sump pump, to which he found was functioning well. He said that the flooding was due to "clogged weeping tiles" and is not his problem. We asked if he at least had a pump we could put into the well, but he answered no, since it is not his business. He left the scene unscathed, with not a single drop of mud on him. USELESS! Anyone could see that the problem was not the weeping tiles but the clogged perimeter drain due to mud/silt build up. Pacesetter failed to put in the gravel in all of our window wells which allowed the mud to accumulate. Couple that with delayed rough grading and we have a recipe for an inevitable basement flooding.

We called the emergency number again and asked whom should we contact next since the warranty dept is closed on the weekend (this was a long weekend to boot). The operator's response --- a resoundingly, pathetic "I don't know." Great! We were very relieved to hear such a re-assuring response. Since it was a long weekend we had no choice but to call our insurance company to deal with it. We could not wait for the warranty dept. to get back to us since it was a long weekend.

The insurance company came in immediately to dry and clean the basement that same day but the root cause of the problem was not addressed. Another downpour and the flooding will inevitably take place again. As we were desperate, we tried to get a hold of the site supervisor and the sales manager. Since it was a long weekend understandably so, their responses were late. To the credit of the site supervisor, Kyle, he came to our house to install a pump, as soon as he got back in town; which should have been done by the plumber in the first place.

Surprisingly, the warranty dept. got back to us as soon as they were back in office and sent someone that day to check the damages. Everything goes downhill from here on...

They told us to cancel our insurance claim since they will be taking care of us. Okay, we did. First time someone came, she took pictures, measurements and assessed the situation. She 'touched' the walls and told my daughter that everything dried well. Hmm, a mere finger test to check for moisture was deemed accurate and sufficient proof for them to tell me that everything was drying well. We demanded for them to come back again to check with a moisture meter, you know what professionals would have done. They did, another wasted time for us, but hey for our peace of mind, it was ok. You would think that they would send someone the first time well equipped to ensure proper assessment of the situation. But, fine, at least they are doing something, right?

They scheduled the flooring company to come in Aug 24th @8:30am, 2 weeks after the second visit of one of their personnel. By 9:15am on Aug 24th, I emailed warranty because no one has shown up yet. I got an automatic response about their transitioning disclaimer BS. Sierra Flooring came 1.5hours late. But I thought better late than never, right. Well, Sierra told my daughter that he would not be able to do the flooring that day Pacesetter failed to give them the measurements and images. They did not know how much flooring was needed. Wait, what!?! Lori came in TWICE to measure and assess and took photos, only to be told that their computer miraculously lost all of those info. It is unbelievable the incompetency that permeates that department. No one got back to us that day on what the plan is.

Hopefully, this saga will end soon because we have guests from out of the country coming and we need the basement completely done and all of the items damaged to be disposed and replaced by then.