ComplaintsforPace Window & Door Corp.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows were purchased and have a warranty for parts replacement. Pace is not honoring the warranty. Have previously had parts replaced by this company but new service manager is not honoring warranty

  

  Business response

  03/22/2024

  Good morning Mr. ******. My name is Michael J****** with Pace Windows. I have reviewed your file with our service manager and hopefully I can explain the warranty services a little better for you. You purchased windows from a company called *** ******** **** ************ in Horseheads N.Y, see attachment,  not from Pace directly. they even installed the windows for you, not Pace. Our warranty back in 1994 when you had purchased from these folks did not have a Lifetime warranty on service and installation. It also had a 10 year warranty on parts. The previous service manager was not researching the paperwork as he should have and was basically giving free service when they should have been chargeable. For years you have been getting free service from Pace and we never charged you a penny. Where was your 5 star reviews back then? Where was our positive review to the BBB back then? It is easier for you to complain rather then compliment. The new service manager is doing his job. Your warranty expired in 2004, yet Pace serviced you for years after this. They are the ones responsible to replace it, not Pace. It is also why Pace decided to only install their own windows in 2014 and not sell to the public or contractors to eliminate these issues from happening. If you want to call the service manager to discuss the next step. I am sure he will help you resolve these issues. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house has Pace windows installed by the previous owners the windows were installed incorrectly and Pace has refused to correct the faulty install without charging me. The contract says the the Lifetime warranty is transferrable but Pace will not honor it.

  

  Business response

  05/03/2023

  Good morning Mr. ******. My name is Michael J****** with Pace Windows. If you don't mind, could you please email me the Warranty that you have from Pace that shows the Lifetime Transferable guarantee so I can review the issue and try to resolve this as quickly as possible. You can also reach me at ###-###-####. My email address is ********@***********.com. Hope to hear from you soon.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/28/2022, Pace Widnows and Doors installed 14 windows in our house. We paid a total of ~$17,500 for the job and have been unhappy with the results since install. After installation the windows would not open and we had the techs out a number of times to trouble shoot the issue. They finally solved this issue by screwing the window frame further into the wall stud. This solved the issue with our windows not opening. However, beginning in December when the weather turned cold we started to feel cold air coming in through the side of the windows. Pace has been out to our property a dozen times or so to troubleshoot the issue without any luck. We have reached back out to them for help but have been told there is nothing more they can do. We have been told that no window will keep all air out; however, cold air comes in through the window regardless of wind speed.

  

  Business response

  03/31/2023

  I am very surprised you have made a BBB complaint when we are all trying to get this issue resolved with you. Even the owner of Pace is in communication with you as we speak. We have sent service tech to your home a dozen times like you said, and they have gotten leaf blowers on the last occasion and tested your windows. No air leakage was present. Most BBB complaints come when a company does not want to fix an issue or help a customer. Can you say we are not trying to resolve the issue? Pace usually resolves  most of the issues that come our way. Some homeowners are understanding, others are not. Some are never satisfied. Some are 100% satisfied. We can only do so much. Our air infiltration rating is .07. Extremely good compared to most of our competition. I am sorry but we cannot give you a refund, we will continue to work with you as much as you would let us. No one is giving up. I will have our service department call you to see what exactly is the issue now so we can resolve it. 

  Customer response

  04/03/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Please close complaint. Regards, **** ****** 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/09/22 I ordered a door for $643 from Pace Windows & Doors. I never received the door so I asked to cancel it. My company dissolved the entire salesforce 11/30/22 and I informed Pace that I had a life altering financial situation. They would not cancel. They won’t even talk to me unless I let them install the door. I do not want or need the door and wish to not do any remaining business with Pace Windows & Doors. Please have them credit the $643 to my ******** card ASAP. Thanks. 

  

  Business response

  03/27/2023

  Good morning. This complaint is unjustified. You ordered a door. We custom manufactured it for your home and when we were ready to install it, you told us you don't want it anymore. The contract was written on 9/9/2022. We sent out an engineer on 9/19/2022 to remeasure the door for manufacturing. You let him into your home  and he measured the door for manufacturing. You did not tell him nor Pace you did not want the door at that point in time. You were way beyond the 3 day recession that is allowed by law. The door was already manufactured when you changed your mind. This door was a custom door made for your home. We cannot cancel it after it was made. The  deposit does not even cover the manufacturing end of it. Your door is in our factory awaiting installation. How are we at fault? All we are doing is trying to fulfill our agreement. We are truly sorry about your life altering events, we hope everything is okay with you. 

  Customer response

  03/30/2023

  On October 20, 2022, I called Pace Windows and Doors and told them I am cancelling the door due to a personal emergency.  I was informed by **** that the door was NOT manufactured yet and I requested them to NOT manufacture the door.  Pace did NOT follow my instructions and I do NOT want to deal with them or want them on my property.  I have spoke to ******** Card and they requested that I contact Pace to credit me the $643.  Please ask Pace to credit me the $643 and to NEVER contact or ****** me again.  Thanks 

  

  Business response

  03/31/2023

  Good afternoon. I am definitely confused about why **** told you we haven't made the door. **** does not have that information. She works in our Data entry department. I have attached 2 pictures of your door with your name on it. That is the proof that your door is made and ready to be installed. You can even come to our factory and see it for yourself. I have done everything I can to help you, knowing you had life altering events. All we are trying to do is fulfill the purchase agreement we both signed. If you want to call me to discuss what we can do to make this work, I am here for you. Just remember,  This door was made based on your choices, your wants, your needs The color, the hardware, the hinging, etc. Pace is really sad to what has happened but we still need to resolve the issue. Just in case you don't have my number, it is *** *** ****. You can call me anytime you want.

  Customer response

  04/03/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  If **** works in another department, then she should not be giving information or answering the phone for that matter.  I am asking Pace Windows & Doors to please credit my ******** credit card for $643 or send me a cheque in the amount of $643 so I can pay ******** AS SOON AS POSSIBLE.  I definitely do not want to do business with Pace as this has been a disaster to say the least.  Please have them credit my ******** card or send me a cheque in the amount of $643 as requested above so I can pay ******** ASAP.  I have a lot going on in my personal life and do NOT need to be going back and forth with Pace.  They need to credit me so we can be done.  Thanks.    Regards,  **** ******* 

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have to attach a pdf as the complaint is too long to write here. Attaching original receipt, picture of house to show before (trim) and after (trim).

  

  Business response

  03/02/2023

  Good afternoon Mr. ******. My name is Michael Jordano, general manager with Pace Windows & Doors. I will be calling you directly to resolve this issue. Sorry for the inconvenience. 

  

  Business response

  03/08/2023

  Good morning Mr. ******. I spoke to you on March the 6th and told you I was ordering a whole new window with our latest model we have. You were content and thanked me. Manufacturing started as soon as I hung up with you. As soon as the window is done, we will be installing it and taking the old window away. Not sure why you stated this has not been resolved, unless you are waiting for it to be installed to close the case. Either way, we will get this resolved.

  Customer response

  03/12/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Since the BBB requires a response within 5 days we are responding with the same response: that we are awaiting for the actual window to be installed and the trim repaired before accepting that this case is 100% resolved. We are looking forward to this resolving soon.

  Regards,
  ******* ******
  
  
  
  

  
  

  

  Business response

  04/13/2023

  Good morning Mr. ******. I am not sure what to do while we are waiting for the product to be finished. The windows should be done soon. Once it is complete, I have alerted  the completion line to notify me so I can schedule your installation. We have not forgotten you. Please have a little patience with us. we want to complete this job as much as you. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 27, 2022 Pace Windows came to our house and installed windows and kitchen door. In the afternoon, they looked at the base of the door and said they must replace wood underneath and had to go into the crawlspace. They opened the crawlspace and made the repairs. They left that area open overnight, allowing mice to enter. Workers returned the next day to finish. We started noticing mice downstairs in November. We lived in this house 30 years and never had problems with mice until Pace replaced that door and left an opening in the crawl space overnight. We killed mice daily in all rooms downstairs. We remembered the workers had opened the crawlspace to do repairs. So we went into the crawl space and set poison and traps. We immediately started killing mice in the crawlspace. So that is where they first came in from. We set more traps and poison. We killed mice daily. We decided to call the builder and Pace Windows asking for help in locating the holes which may be still open. We paid our builder to help inspect our whole house inside and out. He determined that the source of the mice was where Pace Windows had replaced the wood in the crawlspace area. The mice went from the crawlspace to other rooms downstairs. We bought lots of mice poison and traps. We contacted Pace several more times. Every time they either never returned the call or gave us a song and dance. Finally they told us they won't take any responsibility because "You can not prove it!" We spent $21,000 on Pace Window and Door. We want Pace Window to pay for all these Damages from their irresponsible, negligent actions and failure to accept responsibility for their actions, plus all the pain and suffering and aggravation they have caused our family from this incident.

  

  Business response

  01/31/2023

  Good afternoon Mrs. ******. I have read your complaint and I have to say in the 30 years I have been doing this, I have never heard or seen this issue from any of our installers. We never worked on any crawl places in the house. All the windows were installed and the only thing the installer left was a board underneath the patio door which he said was filled and there was no shot mice would be able to go through. What I will be willing to do is send a exterminator out to see what the issue is. We know we can never prove where the mice are coming from. You are assuming it is from the door. We will hear what the company says and we will deal with the issue accordingly. I feel this complaint is unfair since there is no proof of our wrong doing, but we will still do our best to try and resolve it to the best of our ability. We will have the company call you personally to schedule a time and we will pay for it. 

  

  Business response

  02/09/2023

  Good afternoon. Okay since you have already resolved the mice issue with an exterminator, we will no longer be needing another exterminator to send. I will send you your $200.00 via mail and we can consider this matter handled and resolved. Sorry for the inconvenience. The $200.00  will be mailed out tomorrow. Also any future mice issues like we had stated earlier will not be directed back to Pace. We thank you for choosing Pace Windows & Doors.

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Pace in March of 2022 to replace windows that were defective. A rep visited my house to measure windows and told me that the warranty was still valid and I would only pay for labor, not materials. They would not give me a quote on the spot so I waited for a call with a quote. After several weeks, I followed up with Pace requesting a quote. Because so much time had passed since the measurements, Pace sent out a rep again to remeasure for a quote. Once I was given the quote, I was happy to move forward. When it came to a down payment the number I was given was much higher than the quote. I asked about the price difference and was told that it was higher due to a materials cost being left out thus it was being added to the labor charge (in addition to other pricing discrepancies). I reminded them that I was told multiple times that I would only have to pay for labor, not materials. They finally honored this and took off the charge. I paid $1450 as a down payment in May. In July I was told that glass came in but was defective thus it would need to be reordered. Months went by without an update so I reached out 5 times requesting an update. I received an email stating that the glass was in and ready to be installed. On day of installation, I was told 3 windows were incorrect thus they would need to be reordered a second time. On this day they still demanded full payment, despite the fact that the job was not completed. I agreed to pay $1k out of the remaining $1450 balance. I then received a call saying that the workers had spilled coffee on the measurements and they would need to come out again to measure before they could reorder. After almost a year or various issues on the part of Pace, I contacted the owner of requesting the remaining $450 to be waived. I was told no due to them having to pay for all of the incorrect glass of which is no fault of mine. I am asking for assistance with resolving this matter.

  

  Business response

  01/17/2023

  Good afternoon. I sent an email earlier today to give Mrs. ******* a deduction of $200.00. She did not reply back to me as of yet. Attached is the email I sent earlier today. We are trying to resolve this issue as quickly as possible, but we cannot deduct $450.00 off the job as she has requested. I was willing to meet her in the middle. Hopefully she will accept this offer. 

  

  Business response

  02/08/2023

  Good morning Mrs. ******. I had given you $200.00 deduction for the inconvenience we put you through. We have a lifetime of the building guarantee. So if there is any issues in the future, Pace pays for all materials, labor, and travel cost. We are very blessed to have one of the largest window Company in the local area, but that doesn't mean we have to lose money on any given job. I think I was very fair with my deduction.  If you decide not to pay the balance, then the Warranty department will not service your window needs as long as there is a balance. Every issue you had we are trying to resolve. We are not walking away from it. Please work with us. If you want to call me directly our number here is *** *** **** just ask for Michael J*******

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Feb 15th 2022. First contact about seal failures in bottom glass sashes. Told employee was not original home owner and that I was in need of 2 new replacement sashes. Email thread was a follows. Tue, Feb 15, 2022, 10:13 AM ****** ****** wrote: Great, thanks! On Tue, Feb 15, 2022, 9:10 AM Mike D'******** wrote: Thank you. I'll have these ordered and will deliver them when arrive . Thank you On Tue, Feb 15, 2022 at 8:17 AM ****** ******  wrote: This is **** ******. I live at ** **** ******* *****. There are two bottom sashs that have developed seal failures. Looking to get new replacement sashes if possible. Attached are the stickers from each window and a photo or two of the fog and mold starting to grow in-between the panes of glass. I can install the new replacement sashs without any trouble. Let be know if you need any more information from me. They are both the bottom sash on each window. ************ **** ******. Finally recieved a call this morning from Louis in there service depth for a quote for him to come out and replace the glass only because there were no sashs ever ordered just glass. His quote was $303.50. Called talked with manager Mike J******. I said I would I would just put the glass in. Louis called me back and told me that the glass now would be $297 + $175 if he were to install it. In a matter of an hour my install jumped from 303.50 to 478. This is not how a company should be operating. I expected 2 new sashs delivered to my house for no charge. I even told them I would pick them up at one point. 

  

  Business response

  09/22/2022

  Good morning Mr. ******. I have read your complaint and  hopefully my response will resolve the issue. You are the second owner of the house. The purchase agreement that was written to the previous customer back in 2013 and back then customers have the option to buy an extended transferable warranty, which they didn't. Mr. D'******** did not research the paperwork to find out the information needed to Price the job. That is the reason that **** in 2014 implemented a full transferable guarantee on all the products sold and installed by ****. Unfortunately your job was the year before this took place.  The glass unit needed to be replaced. Internal glass units are not as simple as people may think. It is a delicate procedure and that is why we need to do it. Sashes is a different animal. Homeowners can do those on their own. You want the  glass units for free, unfortunately we cannot do this. I will be more then happy to offer you the $303.50 if you want to pick them up and install them on your own. Please take caution, because glass units are fragile. If you need to speak with me personally you may call me at *** *** ****. Thank you. 

  

  Business response

  10/17/2022

  BBB spoke to Mike at the business and the following was relayed: I am going to reach out to the customer to schedule the installation, this will be resolved. 

  Customer response

  10/17/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ****** 

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pace had agreed to install 13 windows on 7/27, which took place as expected. After the job was completed, 5 of the windows were binding and could not be fixed with adjustments. 1 window would not open at all. New frames were ordered and promised to be manufactured and installed in 2-3 weeks. Pace issued a $100 gift card to us as an apology. Pace also at that time admitted they knew the settings at the factory were set to the wrong type of window, making the product defective. PACE KNOWINGLY INSTALLED DEFECTIVE WINDOWS IN MY HOUSE. After 2 weeks, a representative called and said the windows were done, just needed to be inspected and within a few days I would have my windows installed again. After another week of waiting, we called Pace and found out the windows were NOT done and we were lied to. Two more weeks go by and after another phone call made by us, we had an install date for 9/3. On 9/3, the installer came to our house and started installing one window. After installation of one window, the same window that would not open, still would not open, as the installer was forced to use the glass from the previously defective window. He realizes that the window panes in the defective windows are all not square and oversized for the frames. Pace has now knowingly tried using defective window panes in my house and I still have 6 defective windows in my house. I am now forced to wait several weeks again before I hopefully get non-defective windows installed in my house. How many times does Pace think is acceptable to get the job right and how many times do they find using defective products is acceptable? In my opinion, knowingly using defective product is never acceptable, let alone twice

  

  Business response

  09/07/2022

  Good morning. My name is Michael J****** with Pace Windows & Doors. The homeowner & I did speak about this on 9/6/2022 about the issues with the windows. In conclusion, we had come to an agreement on what needs to be done to resolve this complaint. We have ordered 6 new windows. We put a rush on everything to make sure the homeowners get their windows sooner than later.  We take every complaint very serious and we hope this will be resolved as soon as possible. We do apologize for the issues and we will resolve them all. 

  

  Business response

  09/14/2022

  Good afternoon. On 9/8/2022, Carrie from our installation department called and spoke to Mrs. ********* and let her know it will be about 4 - 5 weeks for manufacturing. She also told her that as soon as the windows come in, you will be scheduled for installation without delay. This was documented. Maybe Mrs. ********* never shared that info with you. When we spoke I did tell you I would give you a timeline, that is why Carrie called and gave it. Let me know if you have any questions or concerns. We are both striving for the same resolution. 

  Customer response

  09/15/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Assuming Pace Windows and Door adheres to the timeline given and the agreed upon discount, I will accept this solution Regards, *********** *********

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-11-21 ordered 3 windows and sliding glass door. Measurements completed 6-14-21. Install - 10-14 weeks. Install finally scheduled 20 weeks later 11-2-21. Pace arrived with all 6 window sashes damaged, a damaged screen and they didn't bring a screen. The 2 man crew had 1 man working and 1 smoking all day. Installer informed us that he was firing his helper who did nothing. Unable to complete install. 11-6 installer returned to finish our molding that was taken off. Had to reorder all the damaged sashes, damaged screen and missing screen. Pace set up our next install date for 1-6. No one ever showed up or called! Nothing! 1-7, we contacted Pace and asked what happened with the scheduled appointment for 1-6 to which they had no idea. Scheduled another install 1-10. On 1-10, a tech showed up with 1 of the 2 screens - didn't fit! He also showed up with 5 of 6 sashes and only replaced 4. We also had to reorder our screen door that was damaged. Pace again scheduled another install appointment for 2-22. The day before this they cancelled it. On 3-7, tech arrived with sashes that didn't fit! Again! He tried to switch damaged sashes which were supposed to be replaced into a window that was FINALLY done with proper sashes. We called him out on it telling him that he was absolutely not going to put 2 sashes that needed to be replaced because they were damaged into another room to try to pass them off on us. GM arrived shortly after this. We explained what occurred and that we have now taken 6 days off or work for a one day installation with non stop issues. Mike assured us that he would correct the issues. He was "putting a rush" on the rest of the items that have repetitively not fit or been damaged. He offered to give us a gift card for dinner which was supposed to fix all of the problems. Screen door came back damaged again. Still missing items and awaiting response from GM that he was going to contact us on 5-10. No call. Nothing. More details in supporting docs

  

  Business response

  06/09/2022

  Response taken by phone:  I talked to the customer and have been to her house twice.  We have ordered the new sash and are waiting to receive the materials.  We will contact her once they are ready. 

  Customer response

  07/06/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Please add this to the complaint and notify Pace of my response below: This was sent to the BBB on June 21, 2022 Dear *****, I'm writing to inform you that I have not received an email from Mike J****** (Pace) and at this time, I am not going to continue waiting for installation or replacement. In addition to all of the issues already noted, the bottom of our sliding glass door is coming apart and the lock is not working properly. Every single item we have received has been damaged or dysfunctional. The continued issues with performance, repetitive problems with product quality, lack of customer service and dishonesty put forth by Mr. J****** and Pace are unacceptable. Sincerely, ******** July 6, 2022 response via BBB Mike and *****, I have already notified the BBB back in June that I was no longer waiting for a response from Pace and we will not be moving forward with anything due to the extreme poor quality of work, lack of communication, poor quality of products, dishonesty etc., etc. Mike, I was advised I would be hearing from you via email for several things and you are just now responding which is completely unacceptable. Best regards. Sincerely, ******** *****

  

  Business response

  07/25/2022

  Good afternoon. We are sorry for the delay in manufacturing. We have received all  of the parts needed to complete this service. We would like to schedule a service to finish all the work. Please give us a call to schedule your completion. Again this service took longer then expected and we do apologize. We hope that this will be completed shortly.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩