Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my home less than a year ago in a well-known neighborhood, trusting that this organization produced great homes. Unfortunately, my experience has proven otherwise. During the final walk-through, I had an alarming 50 line items, the most they had mentioned they've seen in a while. Although some items were fixed, the standard procedure of handling warranty claims through a third party has been frustrating. Since closing, I've encountered more issues than I can count, which is absolutely ridiculous. One major problem was my "new" A/C failing within a few months. With a personal 15 plus years in the construction industry, I understand that warranties are inevitable, but the sheer number of issues raises serious concerns about the overall quality control of the build process this organization has. Several windows have major issues, including one causing water to leak behind a wall when it rains, and others that have fogged up and are stained. The third-party warranty company seems ineffective in pushing vendors to complete repairs correctly and promptly, when they are met with opposition from the vendor it seems they proverbially throw their hands up and don't know what to do. One vendor is trying to charge me for a repair on a house less than a year old, and the warranty team has done nothing to try to resolve this with the vendor, and I have been having to do all the leg work myself. The extreme issues I've faced with a home costing over half a million dollars are both concerning and embarrassing. I expect any organization to take more pride in building homes at this price point. I need someone to step up and help resolve these issues properly on a home bought less than a year ago. If you're considering buying a Pacesetter home, be cautious. The quality does not match the price, and getting your warranties honored is a challenge.

  

  Business response

  02/03/2025

  We are working with Prohome/Cornerstone for the piece of window glass with a seal failure. At this point in the homeowners warranty, the glass was warrantable but the labor was not. The labor is only warrantable for a year after install (windows installed December 2022). We have decided to reimburse the homeowner for the installation cost.  Because we do not use the contractor who installed the windows, it is taking longer to get this repaired.
  

  The homeowner filed a new claim on a leaking window on 1/30/25, and we called him same day to schedule a time to go look at it. A representative from our construction department was able to stop by the home and fixed a void in the caulking to stop the leak.    

   

  
  

  Customer response

  02/04/2025

  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.
  
  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased home that is 8 years old and Pacesetter Home Builder won't provide the name and contact information of the warranty firm to honor their 10 year warranty for foundations. In less than a year, there are long cracks at the ceiling (not in the seams), 12 foot cracks along walls near the ceiling, cracks bordering the bay windows so they appear to be falling out, cracks in the slab that run from one side of the house to the other. I have had this inspected and have been told this is egregious foundation work.

  

  Business response

  04/15/2024

  This homeowner purchased the home from the original homeowner.  Our PROHOME warranty representative spoke with the homeowner and told her the structural concerns that she has would be covered under the structural insurance provided to the original buyers. The homeowner told our rep the original homeowner lost all the warranty paperwork. Our rep then told her the warranty at the time the home was built was issues thru Centricity and she could go on-line and get the contact information and to submit her claim with them. Centricity is now called Maverick and they can be reached at ************ or can go online to homeowner.centricity.com#/auth/login.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from Pacesetter Homes in July of 2022. During the purchase we were given a Limited Term Warranty and a longer warranty to cover things such as the foundation. During the first year we experienced several issues with the home that Pacesetter refused to address despite it being covered under warranty. We had drainage issues on both sides of our house. They installed a French drain on one side and we were told the other side had drainage issues as well but they wanted to see if they were resolved when the house next to us was built. Once the house was built the drainage issue was this there. We contacted Pacesetter and they initially said that pools of water on the side of my house was a homeowner maintenance issue. When we pushed back on them they then said they sent someone else out and the water was coming from the retaining wall in our backyard. The issue is the area around my retaining wall is completely dry and we never had anyone contact us telling us they were entering our property, so I doubt they ever came out. Also, on our final term walk through we informed them our garage motor appeared to be stressed when opening and closing. They refused to send someone out to look at it. We are a few months outside our Limited Term Warranty and our garage motor is no longer functioning properly. It stops while opening and closing and sometimes just opens on its on, which is a safety issue. We submitted a claim for Pacesetter to fix it since it was report during our Limited Term warranty and they denied it again. Theyve denied many other claims from us that builders usually address.

  

  Business response

  02/19/2024

  Pacesetter Homes and the customer have met and we are working to address their concerns. 

  Customer response

  02/20/2024

  Complaint: 21244156
  
  I am rejecting this response because:

  We have spoken with Pacesetter but have not yet had any discussed repair work scheduled, therefore I am not comfortable stating we are satisfied with the response and/or that the complaint can be closed.
  
  Regards,
  *****************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose Pacesetters after looking at the model home and speaking with the very eager representative.Our issues begun when we were notified by the representative that the foundation was being poured during our weekly update.At that time, the representative was informed again that the pipe for the floor receptacle was not laid down and the island receptacle pipe was covered.Foundation was poured, and issues was not addressed. Months later the foundation had to be broken and patched for the pipe to be done. the flex pipe on the frame side of the house to the island receptacle is still uncovered. They had to cut out part of that framing to find the pipe. Another issue is the sofit and roof siding on the left side of the house is crooked.Was due to meet with the builder and the representative on July 28 to discuss the issues, but meeting was rescheduled to August 1st.That appointment had to be rescheduled again.Finally met with the builder and representee on Aug 7 to discuss some of the issues that we were unhappy with.On top the building issues we were told then about the switch for the smart system.If we wanted it moved it would cost us more money. Which totally went against what we were told at the electrical meeting in the beginning. The gentleman who met with us was the one to discuss and suggested and no extra charges were noted at the time. the representative expressed don't worry about it, you will like it once its complete.At this meeting it was discussed where the location of the steps in the back would be.Another thing that wasn't followed on the plan. They were poured in the wrong place. Notified the representative and here again he would take care of it.When they broke them down it cracked the cemenet on back porch..It seemed that plans are not being followed. Now that we are expressing how unhappy we were about the way things were going the representative stopped giving updates as promptly.Extremely worried and frustrated about all the construction issues. On August 26 we met back at the model home another discussion that ended up with what the representative telling us don't worry, you will love it once it's complete. Anything can look beautiful on the outside but still have things wrong on the inside. Being beautiful doesn't take away the worry of poor quality of the build.He agreed that communication was not the best and he agreed that he would start checking things more. We left there with many doubts.After walking the home that day we noticed the main support wall is crocked.Another issue added to the list.Due to the quality with the construction we decided that this was not the home for us.We scheduled a sit-down with representative to end the contract. At this meeting we were basically told that our home was 95 percent one of the best builds at this time and yet again were toldwe would love it once complete.When speaking about ending the contract and asking for our ******* money back. It took two weeks for representative to get back with us and yet again we reached out first. We were declined. Because it was in the contract. We explained that there were a lot of things in the plan and signed with the contract that wasn't acknowledged. We didn't end the contract because of personal issues. We ended the contract because of the poor quality of the work being done. As a disabled veteran who has served this country, I feel that I should get the best I can for my money. Due to the numerous of construction issues this far, I do not feel that I am. The poor quality from the Pacesetters contractors caused the issues, and the representative did not manage the project well. I want a home that I know that the construction is done well and a company that represents the complete process not just the end result. I do not feel nor agree with my ******* money not being refunded due to Pacesetter's poor governance.

  

  Business response

  10/25/2023

  To the representative of the BBB,
  
  There were a few construction issues that came up as we were building this home but we addressed every single one of them promptly and with constant and consistent communication. Our sales representative explained to the buyers several times that building a home is a process that includes thousands of components, even though we get most of them installed correctly, we don't get everything right the first time, but we will always fix what was done incorrectly in the initial install and ensure that the move into a home that is built very well. Communication with these buyers has been consistent and effective from the beginning. It is our opinion, based on several comments made, about how close the structure is to the homes next to it and lack of privacy, they have been looking for every reason to cancel. Our sales representative as met with them onsite several times, offered to have one of our construction managers meet with them but they declined. 

  Buyers in general do not understand that mistakes will happen on every new home built.  When they go into a home built, they have no clue to how many mistakes were made before being corrected.  They buyers made the decision to cancel before we completed the home and we do not agree with their request of a refund. 

  Customer response

  10/26/2023

  Complaint: 20667238
  
  I am rejecting this response because:
  Yes there are things that do happen during the building process. This is not our first home to be built. However, there were MISTAKES(as you referred to) from the very beginning. Just an example. We communicated with the sales person immediately that there was no pipe laid down for the outlet. However, foundation was poured with out being done.A mistake that could have been avoided if the electrical plan was followed.However, later the foundation has to be busted to put in the pipe for outlet.Not to mention again the sofit of the house.How do you fix that after its completed?We did chose pacesetters and was looking forward to our home. Nor ever could we imagine that we would have to cancel this contract and start again! But, the quality of work during the building process from the very beginning was just very poor.. After communicating with other pace setter home owners, and they expressed how they are still waiting on issues in their home to be fixed. We did not want that. We tried aimlessly to work with pacesetters, but quality matters!!

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

  

  Business response

  11/02/2023

  We schedule reputable manufactures and companies such as framers, plumbers and electricians etc. to do their work and install their products and at times mistakes are made and items can break down or not function properly. When this happens, the mistakes are corrected.  We currently have an 87 percent would recommend from our closed homebuyers YTD as reported by ************, an independent customer satisfaction company.  The buyer chose to walk away from a home that was still under construction. We still deny the request to refund the ******* money. 

  Customer response

  11/05/2023

  Complaint: 20667238
  
  I am rejecting this response because this company will say that they have quality workers, but hiding errors doesnt make them *******************. At this point there is so much negative about this company and their work. However if youre a buyer reading this complaint go else where!!! Do not buy from pace setters not only are they ok with poor ******************* they are keeping the deposit of a disabled veteran. Join the *** of the communities see all the complaints about the issues home owners are still waiting to be fixed. I have attached just so you know this complaint about the work isnt only about the quality we were receiving. 
  
  Regards,
  
  *******************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home warrenty issues, refusing to repair.Refer to attachment on all issues. a condition in the materials or workmanship used in constructing the home that materially affects the structural integrity or the home; jeopardizes the life/safety of the occupants of the home

  

  Business response

  08/10/2023

  Thank you for bringing this matter to our attention. We take all feedback seriously and are committed to resolving any issues that our customers may encounter. We want to assure you that our representatives have met with the buyer on 7/24 to discuss and/or resolve any open items from the 3rd party inspection. We will continue to work with them to address any concerns and ensure their satisfaction. Our goal is to provide our customers with the highest level of service and quality, and we appreciate your patience and understanding as we work to achieve this. Please do not hesitate to reach out to us if you have any further questions or concerns. Thank you for choosing Pacesetter.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the house at ********************************** from Pacesetter. I was informed by Pacesetter that they will do one year inspection at purchase. I had no information of how to contact and who to contact for the inspection. After waiting for a year without hearing from Pacesetter, I reached out to the salesperson and the building manager through emails a week after a year however they referred me to the warranty company called Homepro. I reached out to the warranty company and they turned me down because it was just 7 days past a year. I notified them I had no idea that they were not going to contact me for one year inspection and walkthrough, and I had no information on how and when exactly to call them. After back and forth they agreed to fix one year old HVAC that had stopped working however they made it impossible to fix it and I had to spend money to fix it myself because the temperature was too hot and they didn't care to send technician right away.. I also had to pay for one year inspection since they refused to do one and they have not complied with me in resolving this issues. Pacesetter failed to honor their promise of completing one year walkthrough and inspection. Pacesetter in my opinion tried to avoid responsibility by not standing on their promise and their building and they had excuses. I hereby humbly ask that BBB could please hold Pacemaker to fulfil their obligation on their new home they sold to me.

  

  Business response

  07/10/2023

  We have thoroughly investigated the complaint and determined that it lacks validity. Attached is the initial walk-through documentation, conducted in the presence of the homeowner, which clearly outlines all necessary pre-closing tasks completed by our trusted partner ProHome. During this meeting, the homeowner was provided with instructions on how to submit a warranty request and given helpful reminder documents. Moreover, we have included correspondence emails between the homeowner and our warranty company, in which we requested information regarding any issues with the home and offered our assistance. Unfortunately, we have not received a response, indicating that there are no outstanding items to address. We remain committed to providing exceptional customer service and addressing any legitimate concerns promptly and efficiently.

  Customer response

  07/10/2023

  Complaint: 20224036
  
  I am rejecting this response because:
  The pacemakers description lacked evidence.  They were called and emailed but failed to respond.  There are outstanding warranted issues like HVAC system problems and etc however they played the ignorance and blame game.

  Pacemakers response is an evidence that they have refused to take responsibility.

  They failed to make even an effort to contact me to resolve this issue. 

  They never gave me any instruction or reminders on how to file any warranties.  When contacted they gave vague and invalid response *** stopped responding. 

  Upto this point, pacesetter and whoever their warranty company is have failed woefully to try to resolve this matter. 

  They have remained silent and never made any effort to even try and come out and complete a walk through their property. 

  They need to contact me, come down to the property and do a walk through and resolve the problem.  At this moment, they have tried to avoid responsibility. 

  I humbly ASK THAT BBB should please request Pacemaker to take steps into resolving this matter. 

  Thanks

  **********;

   

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

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home from Pacesetter in June 2022. After moving in, we noticed several rooms were not cooling. We contacted ProHome (Pacesetter's Third Party Warranty Assistance), and they had AirTron (AC Company) come out. After at least 3 trips, ******* advised there was nothing further they could do. At our own personal expense, we installed ceiling fans, blackout curtains, and window tint to mitigate the increased temperature in these rooms to little effect. In May, I contacted an outside AC company, and over the phone, they were able to determine that our home should have had a 5 ton AC unit installed, but in fact had a 4 ton AC unit installed. This was the cause of our AC issues. I reached out to members of our ********************* and found out that residents with our model home (Arlington) did in fact have 5 ton units installed. I then visited the Pacesetter sales office in our community. Our sales rep ******************************* agreed to reach out to the site managers (*************************** and ***************************). ******* stated it was possible to pull the paperwork on our home to confirm a 5 ton unit was ordered for our home, and if so, that would mean AirTron would have installed the wrong unit. Everyone seems to acknowledge that a mistake was made, but no one wants to step in, do the right thing, and fix the problem. I've reached out numerous times at this point requesting an update or resolution, but have not received a response.I've attached a picture of our AC unit which is a 4 ton unit, and a screengrab from a member of the our community with the same model home noting they have a 5 ton unit installed.

  

  Business response

  07/10/2023

  Our construction team has collaborated closely with the **** company to ensure the installation of the appropriate 5-ton unit. They are now coordinating with the homeowner to finalize a convenient date for the installation, aiming for the earliest availability.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed a purchase agreement with Pacesetter Homes on August 29, 2022 and gave a total of $6,440 in ******* money down. By May of 2023 and the home nearly complete, I had heard nothing from Pacesetter's preferred lender(ServiceFirst Mortgage) whom I was using. I called them to inquire as to when the qualifying process would begin. Soon after that phone call the lender began the qualifying process. Meanwhile I asked my sales representative about the home price as a lot had happened in the market since August of 2022. The home price of $450,432 would no longer be relevant as the market had taken a downturn in price along with a major increase in mortgage interest rates. My sales rep told me I would know the updated home price after the appraisal a few day before closing. I had already given my notice at my apartment complex and had to make sure my family and I had a home to go to. Pacesetter refused to offer up an updated price so I did my due diligence and found that the asking home price was nowhere near the prices of like sized homes within the community. I found a home across the street at **** sq. ft. to the Pacesetter's home of **** sq. ft. In addition, the Highland home I am purchasing is much more optioned than the Pacesetter home. The Highland home I purchased is $31,000 cheaper with another $5k in options added. I do not believe Pacesetter acted in good faith to offer me a competitive price in a timely manner. At $450,432 I found I did not even qualify for the home. Pacesetter's lender had yet to qualify me. Pacesetter Homes telling me I had a "couple days" before closing to know my updated price was unfair to me and my family. I am simply asking for a refund of my ******* money due to Pacesetter Homes' unfair selling practices.

  

  Business response

  06/08/2023

  After visiting with the lender about the ability of the buyer to purchase our home and confirming the buyer was initially declined, we have decided to refund his ******* money.  
  
  The decision to initially retain the homebuyers ******* money was due to a cancellation notice initiated by the buyer while he was going thru the qualification process with the lender and the subsequent conversation he had with our sales representative.  We were willing to adjust his price due to market conditions once we received the new appraisal on the home but the buyer did not provide us the opportunity to do so.
  
  Below is a summary of the interaction between our sales representative and the homebuyer:
  
  I immediately texted *** at 6:19pm that evening confirming that I received his email, that I was heading out to catch a flight for a family vacation and that I would be back in the office the following Friday. I asked him to hold tight and that I would be sure to help him first thing Friday morning upon my return. I then called and spoke to *** ten minutes after texting him. During that call, I expressed to him that we would help him, and we would accommodate him with a price reduction, additional funds to buy down his interest rate or a combination of both. I further explained that the first available time that I would be able to talk with our management team and our preferred lender would be that Friday morning as there was nothing, I could do at 6:30pm on a Saturday just before a flight out of the country. I asked him if he had already purchased another home and he responded that he couldn't promise that he wouldn't look while I was out of the country. I again promised him that we would help him and that we would do whatever needed to be done to comfortably get him into his new home. He asked me if he would forfeit his ******* and options deposits should he cancel the contract. I told him that he would forfeit these funds as his cancellation at that time wouldn't be due to a non-qualification but instead a personal choice. I explained to him the only circumstance that would permit the remission of his ******* deposit would be if he fully went through the loan process accounting for his current income (he told me he received a raise during the build process) and the reduced price and incentives from Pacesetter but that he needed to give us the opportunity to work through numbers, which I assured him would occur that Friday. He replied that he understood that his cancelling the contract at that time was a personal choice and that he hadn't fully gone through the loan process or given Pacesetter a reasonable opportunity to adjust the purchase price and/or provide incentives to help him as I promised him, we would. He specifically told me, That makes sense, I understand that I'm not giving you an opportunity". He further explained that he was worried as he had already given his apartment complex notice of his move out and for this reason, he could not wait to allow us the opportunity to help nor to fully go through the loan process with Service First Mortgage; specifically, he said he couldn't make any promises that he would be able to wait until that Friday before exploring other options.
  
  Upon my return, I called and spoke with *** on Friday, May 19th at 8am. He informed me that he had purchased another home while I was on vacation.I once again asked him to allow us to come back with a revised price and incentive on the home that he was under contract with us on. He declined and he once again indicated that he understood that he would be forfeiting his ******* and options deposits. I told him that I wished him the best and that I would be sending out the cancellation form for him to sign that day.

   

  Customer response

  06/08/2023

  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,
  
  ***************************

  Customer response

  07/06/2023

  Complaint: 20085783
  
  I am rejecting this response because:
  

  Good afternoon,

   

  I have requested that my initial complaint with Pacesetter Homes filed on May 20, 2023 be reopened as I have not received a refund on my ******* money as agreed upon on June 8, 2023 between Pacesetter Homes and myself due to my inability to qualify for the home loan. 

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

  

  Business response

  07/10/2023

  As stated in our initial response, we have agreed to refund the ******* money on this transaction. The paperwork is being processed and the check will be cut and sent to the homeowner.  The owner should have the check in their possession by the end of this week.   

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I incurred $8000 of damage to our home in the ************, ********** community within 48 hours after closing due to a misplaced, unprotected pex line (high pressure plumbing pipe) installed by Pacesetter. We were given two non-functioning numbers for the warranty company to call in the event of an emergency. After seven days of attempting to contact Pacesetter to resolve the issue, we were laughed at and told you got unlucky. Our realtor is already turning potential clients away from Pacesetter because of how my wife and I have been treated by their sales representatives and project managers. During building, we made it abundantly clear that we would like a 3rd party inspector for the pre-drywall components of our home, a precaution that could have prevented the damage all-together. We were assured by our sales representative, *******************, and pre-drywall project manager, *****************************, that we would be told when that opportunity would arise and when we could send an inspector out. Unfortunately, that communication never occurred from Pacesetter and we were denied a 3rd party pre-drywall inspector The damage occurred when anchoring a 1 s**** into a wall stud, something every homeowner should be able to do without fear of hitting plumbing. Unfortunately, Pacesetters shoddy craftsmanship allowed the pex line to be pinned between the drywall and wall stud and the line immediately shot pressurized hot water into our home. We were lucky that nobody was seriously burned/injured. Multiple people within the profession of homebuilding have seen photos of the pipe placement and provided written testimony of the negligent placement of the pex line. Upon removal of the drywall in the water damaged areas, we found several more places where pex line is not properly secured away from the drywall. I have absolutely no faith in the craftsmanship and reliability of the plumbing and installation of the pre-drywall components.

  

  Business response

  02/08/2023

  We schedule reputable manufactures and companies such as plumbers and electricians to install their products. Many homebuilders within the greater Austin **** use the same companies we use. The plumbing contractor has a solid reputation. To date we have not seen any documentation showing the pex line was installed between the drywall and the stud as the homeowner states. If the pex line was between the drywall and the stud, the drill bit would have made a hole in the stud. Upon inspection, no hole or indication that the drill hit the stud was seen. We believe the homeowner missed the stud and drilled into the pex line. 
  
  As per the comment about the pre-drywall inspection, some of our homebuyers do ask if they can schedule a third-party inspector, in addition to the two inspections (frame and top out) performed by the city. Each trade is scheduled to show up within a specific period during the construction timeline. At times a third-party inspection may cause a disruption with the next trade scheduled and does therefor does not happen. If the pex line was in front of the stud we believe the city inspector would have reported it. 
  
  As per the statement that the homeowner was given two non-functioning numbers for the warranty company is partially true. Each homeowner is given a manual supplied by ProHome with two numbers shown. One of the numbers is a working number to ProHome and one number has changed. Stickers with two working numbers have been placed over the wrong number on the manual. The manual must have been missing this sticker. However, Between January 3rd and 10th ProHome interacted with the homeowner 3 times, about 3 different issues, with the water leak, caused from drilling into the pipe on 1/10/23, being the third interaction. So, we are confused when he states he could not contact ProHome.
  
  Each year we ask AVID, an independent customer satisfaction company to survey each of our homebuyers to help strengthen our reputation and improve the experience of our homeowners. Each month we average between ****% and 86% of our homebuyers who say they would recommend us to their family or friends. Our sales representative has a customer satisfaction score of 4.7 out of 5 stars and has been praised for her communication skills with weekly phone calls. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on September 26th, 2022. Prior to closing there were a few issues that needed to be addressed with the home. One in particular is touch up paint in certain areas. The builder and painters used a different color paint and we were told that the colors did not match because the paint had not dried completely. Weeks later, the paint still did not match. We had the builder come out to out home in which we were told they would return with the correct color. They returned and the paint still did not match! I reached out again to them last week, January 4th, 2023 and was told someone would be out by the end of week to address the paint issues. I contacted the builder again today with no response.

  

  Business response

  01/20/2023

  Our Construction manager is working with PPG, the paint manufacturer to match the paint.  There are 2 spots, one in the family and one in the master bedroom.  We believe wicking could be contributing to the cause of the issue with the paint match. Evaporation and wicking remove water from the paint. Evaporation eliminates most of the moisture but generally does not affect the final touch-up job. Wicking refers to moisture absorbed into the substrate or surface being painted. The main problem is that wicking will not occur at the same rate on a touch-up job versus the wicking rate of the original top coat. It is virtually impossible to reproduce the exact wicking rate, and therefore a touch-up job will often appear as a slightly different color than the original paint. We spoke with the homeowner last week to provide an update on the paint matching and we will continue to follow up with PPG to address this issue. The other item (sod) has been corrected. 

  Customer response

  01/20/2023

  Complaint: 18725111
  
  I am rejecting this response because:
  
  The sod issue has NEVER been addressed. I have attached screenshots from the last conversation my wife had with the construction manager in regards to the sod and paint(11/8).
  
  As for the paint, there is no slight difference between the touch up and rest of the surface. There is a SIGNIFICANT difference and if they cannot get it to match I would suggest repainting the entire room(s) to match.
  
  Regards,
  
  *********************

  

  Business response

  01/26/2023

  The paint touch up has been completed and we are working on replacing sections of grass for a second time (see attached photos from first time). The grass must have time to take root and we are concerned the owners dogs could be part of the issue. We will work to get this completed soon. 

*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. ↩