Pacesetter Homes
reviews and complaints

It looks like Pacesetter outsourced its warranty process to ProHome & ProHome seems to be very disorganized and is very hard to communicate with. I have a very minor Warranty Request, to which ProHome has been pushing back for 15 days. I don't even know if they will or will not accept the warranty request. They call you randomly, tell you it is scheduled and then they cancel it and then it goes to another person in ProHome and you are back to square one.

It is very clear that ProHome is hurting Pacesetter's reputation at this point. But it is also clear that PaceSetter does not want to talk to its customers about Warranty, Post Sale. My advice to new home buyers is to ensure all open items are closed before you close the house. Please don't let anything slip into the Warranty Process because it looks like the Warranty offered is only on Paper, with no Action, no Support, no Communication, no Accountability, no Transparency.

Here is my latest email to them:

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To [protected]@prohome.com | [protected]@prohome.com

I am the owner of the property in Subject : XXXXX. I am reaching out given my concern regarding a warranty request we raised, there seems to be no accountability or traceability and a complete lack of service so I might have to reach out to the Builder to address these issues.

1. Issue was raised on 5/16 with @PersonX-ProHome .

2. @PersonX-ProHome scheduled a work visit for the 25th of this month (But this was cancelled).

3. @PersonX-ProHome cancelled this request on May19th, telling us @PersonY-ProHome will contact us directly. We played phone tag with PersonY, he claims he left voicemails for the current resident at this property but we did not receive the messages.

4. Despite my email follow up below, @PersonY has not confirmed any schedule with us and continues to push back on scheduling a simple work request for the issue reported.

Issue: The issue is a very minor issue, Toilet Flush for Master Bathroom is not working, it might be a very simple fix to the pull up lever but we want this addressed so this can stop causing inconvenience to the current occupant of the property.

At this point, this is impacting the reputation of the builder for warranty support. We will have a Warranty inspection done soon and my confidence on this team with respect to warranty support is significantly lacking. My hope is that we can resolve the issue amicably as early as possible. I seek your guidance on next steps.

I will follow up in two days, if I don't see an update to our request.

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Have submitted numerous warranty work requests under the one year new build home guidelines and have not been taken care of in a timely manner. Keep getting excuses on why things are not being taken care of with no actions being taking to resolve the issues.

I bought a new house last year. They made a mistake in the Patio Slab and water is filtrating through the walls. Builder has not replied to my claim and several months have passed. I reached out various times to their representative. The house is having a serious issue with water filtration that is affecting the structural integrity of the house.

This company mislead me by taking earnest money and telling us we would be able to build and buy with them. The rep had no right to take our money due to the company being on a sliding sale scale. We designed our home and thought we were going to be able to buy, but then our rep was fired for taking our money. I tried to get in touch with T H several times and never responded. Finally got in touch with a new rep several days later that explained what happened. They told us initially we were locked into our price and that was not the case. They would not honor what the rep originally told us. They also lied to us about builder credits available. I sent a message to the Facebook page finally with a statement of how horrible my experience was. T finally reached out to me. We set an appointment to address my concerns and I've not heard from him yet. Horrible follow up and just a total lack of organization. This company needs a full review and new competent staff

On 8/29, I signed a contract for a new home and chose Mountain Rust for the stone. Two neighborhood homes look extremely similar to the advertisement. Mine is materially different. See attached photos. The Daisy Cutter home does have black stones which are not shown in the advertisement, but not as many as mine. - the Daisy Cutter home has 7 TOTAL black/dark stones vs. mine with 26 total (271% more) - the Lasino home has 0 black and 4 dark gray TOTAL vs 26 on mine (550% more) - a t-test (significance level: p< 0.05) shows this difference is statistically significant and cannot be due to random chance due to natural variations in the stone itself. Since p(0.046)

Pacesetter is a home builder. We purchased our home on 12/02 in Aubrey, Texas. Recently, on the front side of the home, we have found craftsmanship issues, both miscuts of Hardie trim wood and missing painting on several gutter pieces, caused by the builder. At the beginning of March (3/2) after being notified by the home warranty company who is in p***nership with Pacesetter that the poor craftsmanship is not covered by the 1st year warranty, we b*** emailing the onsite sales consultant (M*** R) and onsite Construction Manager (B*** U) our concerns in hopes of swift correctness by Pacesetter. We have the emails and photos of the issues. Photos were included in the emails to Pacesetter. These emails can be forwarded as necessary. Issue: No response from Pacesetter after several email attempts to the people listed above M and B. We even asked both M and B if there was a different escalation point that we could make contact with. No response to any emails to PaceSetter on the above issues. The home warranty company graciously forwarded my emails to Pacesetter leadership as well, still no response from Pacesetter. The Construction Manager drives by our home every day and has the mails in his inbox but doesn't stop to review the construction issues nor reply to the emails providing any status.

At the time of this issue I had just exceed the 2 year Pro Home Warranty coverage. I had been having issues with my A/C cooling the house evenly. I had noticed issues that previous winter but did not pay much attention to it. I had a contractor come out just to do an appraisal/assessment and was told that the issue was due to one of the dampers being defective and the other not having been properly/completely installed. I submitted this to Pacesetter in October , requesting service to which I received an email saying that the request has been submitted. A couple of weeks went by so I followed up by sending another email to which I never received a response. I have tried calling the local corporate office but I only get voicemail every time. No, I have not left a message but to be honest I do not feel I need to at this point because I have done what I was supposed to from the beginning. I should not have to go to that extent to elicit a response and receive some sort of customer service. I was told that if the dampers are not repaired properly it will impact the entire unit. Now I have a 10 to 15 degree difference in the house between the upstairs and downstairs. I just want this to be fixed since it should have been done properly in the first place. If this was the only issue I was having it would not be so bad but this is just one of a few issues that keeps getting overlooked by Pacesetter and/or Pro Home.

We signed a purchase contract with Pacesetter April and the final contract on April 21. The purchase price of our Pacesetter home is $553,000. We have provided Pacesetter with earnest money of $2500 for escrow on February and $99,000 for options in June. We are paying top dollar for this home and are due to close at the end of May . Since January, we have encountered a mirage of construction errors by Pacesetter. The craftsmanship is beyond poor, defective products have been installed, sloppy work is the norm, and countless errors have been made. Some of the craftsmanship looks like a drunk person performed the work. It is beyond terrible! The work is shoddy. The subs perform work and it is not checked. Since March , none of the errors that we have reported to our sales rep, ***, have been handled. Since that time, we have repeatedly asked to have a meeting with ***, our contractor, to address these ongoing workmanship issues, but our sales reps*** and *** told us that is not possible. *** (sales rep) told us that we need to go through him, and he will make sure that it gets addressed by ***, but it never does. He refused to give us the VP of Pacesetter homes information. We are basically getting the run a round. We have sent *** and *** a slew of emails and texts asking *** to address these workmanship errors, but to date we have heard nothing from ***. For months, we have repeatedly asked to speak to a higher up manager regarding our ongoing construction concerns, but were told by ***, that he cannot give us the name and contact information of his manager. In April , we also reached out to *** at Pacesetter Design Center. She told us that she would try to get a Pacesetter Vice President to help us with our concerns, but nothing ever came of that either. ***, one of our sales reps, on May 1 stated that ***, our contractor, has 60 homes that he is responsible for, and he does not have time to check on what the subs have done. *** has also advised to not be concerned and to simply not look at the house! We are spending $552,782.76 on a house and paying top dollar. We have every right to be completely involved in the construction process and to have the house workmanship issues addressed, not dismissed and ignored, but that is exactly what has been happening. Everything apparently goes through the sales staff, who supposedly relays it to ***, who does nothing. We are set to close sometime this month, and even though *** has told us that we do not need to close if the workmanship issues have not been resolved, the Pacesetter purchase agreement states that they will charge $100 per day if we do not close within 7 days. As disingenuous as Pacesetter has proven to be, we have every reason to believe that this provision will be invoked and we will be forced to accept substandard workmanship, in order to avoid these charges. We feel that Pacesetter does not stand behind their product, does not care about my home, and offers no customer service despite what their website alleges. Please help us!