Poor Quality, Worse Customer Service
Referral bonus is a hoax. Referred some friends to Pacesetter and never received a cheque. When our friends followed up with their sales team we learned that they had actually forgotten to fill out the paper work for the referral - Pacesetter is refusing to honor the referral despite this being their mistake. Countless other issues with Pacesetter as well: -A month before our possession date we were told that we would need to pay an additional $3000 for an air intake system because of the kitchen fan we had chosen (they neglected to inform us when we had sent them our appliance selections a year and a half prior...) -The house was a mess on our possession day (sawdust all over, painters in our home for hours after possession as they forgot to paint a large section of the home) -Poor workmanship (our basement floor was sloping to one side...) -staff are constantly late for warranty appointments, trades days etc. (most recently, a technician was 4hrs late - apparently their staff member did not show up to work - they did not give us a courtesy call to inform us); Pacesetter is inconsiderate of the fact that people take time off work to accommodate appointments -Lack of urgency when addressing any issues, we have had outstanding warranty issues that have not been addressed for over a year now - ‘seasonal items’ will be continually pushed back year after year I could go on and on about the issues we have had with this builder. If you’re looking for a quality home and good customer service, I would look elsewhere.
- Approximate cost of services:
- $540,000.00
- Company Response
Hi Steven and Jessica,
I have reached out to the management team in the various departments you’ve mentioned below and I will do my best to address the concerns you’ve listed.
In regards to our referral bonus process, I would like to clarify that in order to qualify for a referral bonus, the purchasing client must list your name as a referee at the time the contract is signed. Unfortunately, in this particular case you were not mentioned as a referee. Furthermore, when this subject was brought up after the fact, the clients did ultimately decide to list a different referee, and as such, a referral has been offered to be paid out to them. I apologize if this process was not clear.
As far as your possession day is concerned, I agree that it is unacceptable that you were asked to move into a home that did not have a final clean completed. While it can be expected to have minor items noted at occupancy, these major items should have been completed. Thank you for noting this as I would like to look further into it.
In regards to warranty and seasonal items, I am sorry to hear that you feel your time has not been respected over the various appointments we have scheduled with you. While we are working diligently to improve our processes, I understand that you have experienced some extenuating circumstances that lead to a great deal of frustration. This is something we are adamant about correcting in our future communication with you. With that being said, I have been informed that you have been contacted by the warranty team in an effort to wrap up the remaining outstanding items. The seasonal department has also noted that your rough grade did receive approval on July 3, and that we are now waiting to receive the final grade documents from you.
I do hope that the remainder of your experience in working with our aftercare teams will be positive. If you have any other questions or concerns, please do not hesitate to contact us at pacesettersales@qualico.com. Thank you.