Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house located in **************************************************. The newly built house was closed on May 5th, 2022. During the blue tape walkthrough one week before closing, some problems about external wall ****** board ***** issues were identified by ProHome (third party warranty company). I was promised the issues would be fixed before closing. On May 5th closing day, I had no chance to go to the house for a final check as Pacesetter Homes promised me if any issue, it will be fixed according to the warranty.I submitted the warranty requests online at ProHome websites. My original requests were approved. It was part of the blue tape walkthrough issues found. But not fixed completely. We waited for two months for a siding contractor. I even want to my ******* for back and forth six hours to meet a contractor, but they didn't show up. Then, the siding contractor was found and went to my house. He said the foundation concrete issue needed to be fixed first. Then, a foundation contractor went to my house. He said no issue for concrete. Then my original requests were denied because there is no foundation issue. Pacesetter Homes and ProHome postponed my requests using all different of kind of reasons from the May 9, 2022 to Dec 5, 2022. Eventually they denied my repair request. This is not acceptable as the issue was identified before closing, documented and they promised to fix. I never see a builder so irresponsible and ridiculous behavior. It looks like it will be out of business soon so it doesnt care customer at all.

  

  Business response

  01/10/2023

  Our Construction manager met with the homeowner today. There is a gap between a piece of siding and the foundation that we have agreed to seal it.  We have scheduled a contractor to do the work and expect to have the work completed by Friday of this week. 

   

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There seems to be a trend here. The building process took 4 months longer than expected. I had a punch list of almost 40 things when I closed, and there are still items that havent been addressed. I see other homes in the neighborhood getting worked on by multiple trades every single day and yet nothing has been done to address mine. Maybe Im a fool for closing on the house and allowing an exceptions list so thats a mistake I will never make again. But I feel extremely taken advantage of as a single woman who purchased her first home with them. Everyone else has completely taken advance of my nice and positive attitude and situation. Even two days before I closed I got a call saying that there was an issue between the city and the inspection company. Pacesetter executive leader ship didnt do anything about it and I myself had to go to the City Hall to get some answers. The supervisor of the neighborhood told me over and over how thankful he was that I helped him close so many other houses in this neighborhood and yet the issues that I have in my house are still not being taken care of. And I feel like they are annoyed every time I reach out to ask when things are going to get taken care of. Its not my fault that the house wasnt done when I closed on it.

  Customer response

  12/16/2022

  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

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a brand new home with Pacesetter and closed on 8/10. A very long list of items were promised to us to be fixed and resolved. The construction manager kept blowing us off and nothing was getting done. Finally got in touch with his boss and everything seemed to be finally getting done. Got to the house today and had multiple things still not dont. Painters tape from the final walkthrough is STILL on certain locations in the house. We also found a window open and not able to close because it was off its track and not properly installed. This has been a nightmare of a process for the last 6 months. This craftsmanship is shotty at best and obviously rushed. And what completely baffles me is the fact that the construction manager has told us that everything would be taken care of at the latest by 11/3/22. How can a construction team who literally builds houses day in and day out be okay with thinking this is complete. That this is okay. This business has on their web page that the strive for quality. This is anything but. We have been back and forth for months trying to get the bare minimum done. All we want is our brand new home to be in good condition. And its just not. This isnt right. No one should have to go through what we are going through. If they cant take pride in their work and complete a job correctly and then lie to homeowners about it they should look for another line of work. The pictures below are only of the things that are still outstanding. We have had to address multiple other issues including upgrades that were paid for that were never installed, electrical work, a window screen that was completely missing, and the list goes on and on. They should be ashamed.

  Customer response

  10/31/2022

  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

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from them. Repairs needed to be made our new home. Some repairs were conducted while others were not. We processed claims under our builders warranty, and after the builder reviewed them, they claim these are past the limited warranty. The builder sat on out claims and never fixed items, I have extensive emails where *********************** from **** Country stated these would be fixed. Hill Country purposely and maliciously sat on our claims to ensure the warranty time expired. They had 364 days days to fix the items on the warranty and they not. A company they hired to fix a countertop broke my sink twice it was replaced with an inferior quality sink and installed with drain fittings that do not fit the new sink and refuse to fix it, because according to them they did a well enough job. A faulty window they installed and were supposed to replace 11 months ago they now claim is not there responsibility. They build homes with faulty materials and expect homenowners to deal with it. Bad business, unprofessional, lacking any kind ethical or moral values. Responses to emails are always full of excuses system is down so I didn't get emails, everyone has COVID-19, there was an accident, or simple no response for weeks to months.

  

  Business response

  10/06/2022

  I met with the ********** at 5pm yesterday afternoon to go over the items they reported in the BBB complaint. Here is the resolution to each item. 
  
  1)  Sink drain alignment Scheduled with Victory Plumbing to adjust on Friday 10/14.  Confirmed that the correct sink was installed
  2) Bedroom window glass replacement Contacted **************** service today and confirmed they have the replacement glass. ******************* is contacting them to schedule install date. *********** will also be correcting a window balance issue on the same window unit.
  3) Front yard drainage Have La Copa Landscaping scheduled to meet us to shoot grades on Friday Oct 14th to see where correction can be made to improve drainage.

  I regret the delays in getting these issues resolved and the frustration it has caused the Marshalls. 
  
  ***********************
  HILL COUNTRY ARTISAN HOMES | GENERAL MANAGER

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We moved in to our home over a year ago, when we did the final walk through. We were told that the cracked windows would be replace within 60 days. Those were replaced over 6 months later. We were told the punch list would be take care of within 60 days, 350 days later they were. Now we have a walk in shower that was not caulked properly and is leaking behind the tile benches. I have called the **************** to file a claim, at first Pacesetter denied the claim then later stated out of the kindness of their hearts they would repair and do a mold abatement. That was over 5 months ago. I have asked repeatedly for an update to get this fixed and as always their excuse is were are trying to get people to fix it.

  

  Business response

  09/28/2022

  ****************** is correct that some items took a long time to correct.  This past year due to supplies issues and shortage of workers, items are taking longer to complete. What normally takes 6 months to build a home is now taking up to a year. We sent the vendor out to his home to address the shower issue. The vendor did not want to fix the issue and no longer does work for us.  After some time, we finally got one of our other vendors to agree to do the work and get it slotted into their schedule for repair.  One of our construction managers contacted *****************, by email, on August 16th to let him know that we will correct the shower issue. We regret the delay in solving this issue and understand the frustration this has caused ******************. We are working with the vendor to get this scheduled as soon as possible.

  Customer response

  09/28/2022

  Complaint: 18058302
  
  I am rejecting this response because:

   

  NO construction manager has ever contacted me by either email or phone call.  The last EMAIL I have received was July from the Warranty company.  Pacesetter homes has all the excuses in the world, but to keep their buyers informed of what is going on has lacked from the day we signed the paperwork to buy this home.

  I keep any and all email correspondence and can back up my claim of not receiving an email from pacesetter homes.  Now if you are talking about sending an email to my wife, that is possible. 

   

  I would like Pacesetter homes to have someone out as soon as possible due to the **** issue that is getting worse everyday.  This is effecting our ***********.
  
  Regards,
  
  *****************************

  

  Business response

  09/29/2022

  I met with ****************** at 216 Driftwood this afternoon. I apologized for my lack of response to his warranty concern. I inspected his shower and looked at the issue.There is a water leak within the shower enclosure that appears to be the result of broken down or insufficient caulking of the shower seat caps on both sides.There is no sign of water leaks outside of the shower at all. I told ***************** what my next steps would be. I contacted our mold testing company. I will await the results of the testing to determine further steps.
  
  Thank you,
  
  *********************;
  Division Construction Manager 

  Customer response

  09/29/2022

  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.

  I await their next steps.
  
  Regards,
  
  *****************************

  Customer response

  10/04/2023

  Complaint: 18058302
  
  I am rejecting this response because:
  

  I bought a house mid 2020, moved in 2021. After filing warranty work to be done, it took Pacesetter homes 9 months to complete a repair that was not done correctly. The warranty work they did made things worse. I have attached pictures of the damage that the work they "completed" has caused. The water leaking from the main shower has cause harm to me and my wife as we are an older couple and the mold is getting worse. I am seeking a solution of repairing the shower so that I can enjoy the home we bought and not have to worry about my health.

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

  

  Business response

  10/04/2023

  One of our construction managers, *********************, spoke with Mr. ************;and expressed our apologies for his situation. ***************** advised he didn't want separate vendors handling this (I.E. ****, High Tech, Painters, etc). Unfortunately, we don't have a one stop shop for water proofing, tile, etc.   We have contacted ************************* with ***************** to schedule appointment for inspection. Once we get their report back to see what we are facing, we will communicate wit ****************** on what they found and the process to correct the issue.  

  *********************

  
  
  

  Customer response

  10/05/2023

  Complaint: 18058302
  
  I am rejecting this response because:

   

  This is what happened last time they had 5 different contractors doing different steps of the process which took over a period of 5 months.  There were no steps taken by Pacesetter to ensure each step of the process was done correctly.  They can have 1 General contractor to over see the entire process, they just to not want to.
  
  Regards,
  
  *****************************

  

  Business response

  11/14/2023

  The following is from our construction team on the issue with this home.
  
  From Construction:
  
  We are currently through all mold protocols and are in the process of putting everything back together.
  
  Both myself and ******* met with ****************** back in Oct and started the process.****************** is a little frustrated due to this leak occurring yet again but we were able to set him at ease after explaining the plan to help prevent any further leaks.
  
  Here is the updated schedule.
  *Today and tomorrow **** fiber glassing
  *Thursday and Friday Hightech to reinstall tile 
  *Next week, Monday and Tuesday RH for drywall, trim, and paint
  *Reinstall shower glass

  ******* and I have been in constant communication throughout the process, and he sounded very satisfied with our responses and timeline. 

  Pacesetter Homes

   

  Customer response

  11/21/2023

  Complaint: 18058302
  
  I am rejecting this response because:

  What they have proposed is not what has been accomplished.  Mold abatement took longer than expected.  Tile is taking longer to order than expected, partially our fault cause we wanted tile that would complement the shower trim we have. 

   

  Regards,
  

  
  *****************************

  

  Business response

  01/29/2024

  This work was completed over ************************************************** issue after the work was completed.

  Customer response

  01/29/2024

  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.

  I am hoping that the "fix" this time will not lead to a 3rd time of coming out to fix the same issue.

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I moved into my house at the end of August last year. I was told numerous times by the building manager, that anything that was damaged would be fixed. They neglected to fix those items by my move-in date. Then they told me, that the warranty company would take care of the damages, and that I had to wait for the warranty walk-through, to be able to get them to do anything. I had contractors in my home somewhere around 6 months, then they cut me off and told me that nothing else could be repaired in my home until the 11 months walk-through. There ended up being a leak in my roof, from the builders neglect, because they did not put a vent in place on my roof. There was also a leak around my back door from the builder's neglect, because they put it in crooked, and over 60 items throughout my home (mind you, some of those were grouped) to report in the first work-through. Fast forward to a year of being in my home. I had a lot more to report that was missed because there was so much that was not done or damaged when the contractors were in my house attempting to fix things. Three things have been damaged by contractors since I moved in and they are refusing to fix them because they were not on my first home walk-through. I had an inspector come out and show me the A/C had still not been sealed, before my final home walk-through, which means they initially neglected to finish the A/C in the attic. The fresh air duct and filter were not even in place within the first 5 months, I think they came out and put those in December/January. It has been very dusty out here, due to new home builds all around me the last year, my A/C has not been sealed the entire time. The inspector stated that I could have a good amount of dust on the coils in my unit, because of this which could cause issues in the future to my A/C unit. They are also refusing to have this checked and cleaned.

  

  Business response

  09/28/2022

  Prior to every home closing we set up a walk-thru with every buyer usually within a week from closing to prepare a punch list of items pointed out by the buyer as we go into each room of the home. It is explained to our buyers that we will not be required to fix any new cosmetic and any other non-warranted items after the closing.  We understand that some items could have been missed prior to closing and understand some items could have been caused after the move-in. 
  
  After the punch list is created, we then schedule those items to be corrected prior to closing and only those items.  Due to many factors some items will not get completed on time and are noted on an inspection report.  Those items along with any warranted items will be corrected after closing.
  
  ************** had 4 items on his exception report prior to closing on August 25th. Those 4 items were
  

  1. Connect vent hood
  2. Complete cabinet punch. There was an issue with one drawer
  3. Replace damaged gutter downspout
  4. Adjust patio door.
  
  The construction superintendent who supervised the building of the home also walked the home with ************** and painted all the areas pointed out as they went through the home.  At that time ************** seemed pleased with the home until his closing date was delayed.
  
  After ************** moved into the home, he turns in a list of warranted items and added many non-warranted and cosmetic items not reported on his punch list.  Some of these items we did agree to correct and some we did not. Some items that should have gotten corrected did not and we regret they did not and the frustration that it caused the *************** 
  
  Our construction manager called ************** on Friday Sept. 23rd. and set up a visit to the home on Tuesday the 27th at 2 PM. The meeting was schedule for that time because our warranty department had already scheduled with ************** to repair some of the items on that day and time.  After the meeting, a decision was made to complete the few remaining items.

   

   

  Customer response

  10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me, so long as it actually gets done. They have given me the run around for over a year, and I still have the chip in my sink and the cabinet wood splitting that are not listed on my home warranty list for approved repairs. They have not contacted me to schedule this since they came to my house and agreed to fix things. I am still waiting on validation of their, "we will fix the remaining items" comment.  

   

  Items 8 and 13 in attached document. 

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

*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. ↩