Easy, good
Thank you for completing the survey. We are delighted you found the process both easy and good. We hope you enjoy your homes for many years.
Sales person it was very unprofessional poor service, he lied to us about some things, gave us wrong information.
Thank you for taking the time to complete the survey. We apologize the service you received did not meet your expectations. While going through your survey will provide some further information, we would value learning more about the feedback you provided. Please email us which as much detail as you are comfortable sharing. We look forward to hearing from you.
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MAJOR problems throughout the building process, pre and post possession. There have been too many problems to list here. Some major ones include our front door being placed incorrectly (then fixed at our pleading due to a mistake by the draftsperson), solar rough ins forgot (fixed later after we pointed it out), cladding severely crackling every day and night (still needs fixing), the hole for our chimney vent incorrectly cut (still needs fixing 2 mths post possession AND Trail said this is a common problem with Pacesetter). Pendant lighting was cut and installed past the island (was fixed when we pleaded but now we have ceiling patches. Is there no standard?). Fireplace mantle was stained a blatantly wrong colour (almost black instead of light) and we were told they wouldn’t fix it until we pleaded for months by pointing out the codes were mixed up at Design Q. Again, there are many more problems with our concrete, flooring, painting, hardware installation, doors, insulation, etc. that will hopefully get fixed over the year. It has been completely unacceptable, especially considering this is our 2nd home we’ve built with Pacesetter. Our previous pre-construction home (Madeline) we built with Pacesetter in 2017 was built very well and had barely any issues. This 2nd time has been an extremely disappointing and stressful experience. Even our possession date was changed last minute. We were never given a reason as to why other than the holidays were coming up so we were forced to pay for an AirBnB that cost us thousands extra. Audrey has been dreadful to deal with and has shown zero empathy for how awful our experience has been. We worry about the longevity of our new home now as every trade seems to have rushed and cut corners. Our family is honestly overwhelmed with how many things went wrong during this process and how many things still need to be fixed. I will say Diane (sales) has always been wonderful at quick responses and Arno from ServiceQ has been a pleasure.
In this situation the code of the fireplace mantle stain was verified to correctly match the code recorded within the contract documents. The sample was taken to the home and held against the product in the home and was found to be well within tolerances. The client had taken a picture of the stain sample when they selected it and the flash from the phone camera overexposed the sample making it look much lighter than it actually was. Working with this client, Pacesetter offered to redo the mantle and presented stain samples that better matched the overexposed image of the stain on the client's phone. The client selected from one of these stain options and indicated satisfaction with the result. Pacesetter Homes does not provide a confirmed possession date until 35 days prior as outlined within the contract agreed to. Any estimations for possession prior to the 35-day written notification are estimations only and this was explained to the client in person as well as within the contract. The client made the personal decision to sell their previous home prior to having their confirmed written 35-day notice of possession and then demanded compensation for subsequently being out of pocket for the air BNB rental they then obtained. Compensation would only be considered if the terms of the contract could not be met and since the 35-day written notice of possession had not yet been provided, was not the case in this situation. Rejecting their demand for compensation led to the unfortunate resentment the client expressed in their survey. Pacesetter Homes stands behind every home we build and will ensure all warrantable concerns are addressed as timely as possible.
Great builder
Thank you so much for taking the time to complete this survey. We value your feedback and are thrilled with the rating of 99.8 you gave us. We hope you enjoy your home for many years.
It was very well overall. The only issue are after possession.
Thank you for taking the time to complete the survey. We are sorry to hear you are having an issue since possession. Our service partners will address any warrantable issues as timely as possible for you.
We have been waiting for a response to get some repairs done for a while now. Haven’t heard back yet…disappointing.
Thank you for taking the time to complete the survey. We appreciate that a December possession may see seasonal items not yet completed. Outside of seasonal items, Service Q schedules outstanding warrantable concerns as timely as possible. Components that can impact that timeline include, availability of staff, trades and supplies, and higher than usual volume of service clients. Your feedback has been provided to our service Q trade partners who will be reaching out to you as timely as possible. We do apologize for any inconvenience you have experienced.
My sales person (Tracy) was phenomenal. She was knowledgeable and patient throughout the whole buying process. That is about the only positive I had in this buying experience with Pacesetter. Throughout the buying process there were a number of incidents that left a very bad taste in my mouth ...1) limited selections for exterior color (developer did not provide architectural guidelines until we were well into the buying process despite we were told it would be ready "soon"). If I knew of the limitations, I may not have chosen to purchase in this community. 2) I was given an unexpected addendum of $5000 just before ground digging even thought the changes to the layout were agreed upon almost 1/2 year before digging began. 3) Changes to design affecting other changes were not explained. 4) I took pocession in May 2023 and to this date I still have deficiencies from before pocession that has not been dealt with. For the aforementioned reasons, I am not able to give Pacesetter Homes a positive rating.
Thank you for taking the time to complete this survey. Tracy is phenomenal, she is extremely knowledgeable and thorough. She consistently reviews every aspect of the build with her clients to properly set expectations for them. She meets with her clients to review their client plans in detail, to ensure all aspects of the client's intention for their home have been captured and explained. Tracy goes over and above for all her clients and this client was no exception. While changes are limited to the point when conditions are removed, this client was permitted changes long after the fact which shows Pacesetter's willingness to work with her. It is regrettable that our extensive efforts to ensure her complete satisfaction with her home did not achieve the end result we endeavored for. Pacesetter Homes stands behind every home we build and through our service department will ensure all warrantable concerns are resolved.
It really good experience
Thank you for taking the time to complete this survey. We are thrilled you are so happy with your home and the service you received by Pacesetter Homes. We hope you enjoy your home for many years! Don't forget about our referral program. As an existing Pacesetter Home owner, you are eligible for a cash reward for referring a friend or family member to also purchaser with Pacesetter Homes. Contact your Area Sales Manager for more information.
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