Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of this year, My claim adjuster from my insurance company, **************, referred me to Paces due to a water damage claim I filed. They didnt begin repairs until my $2,500 deductible was paid and even ceased repairs until another payment of $9,000 was received. They stated there were discrepancies in my scope that needed to be rectified to resume repairs which prolonged the process. My insurance paid them directly but due to their negligence, I unnecessarily waited weeks for repairs to resume. I didnt move back into my home until 9/30 where my state licensed in home daycare business that Ive been running for 30 years is also conducted. Things that were supposed to be replaced were added back into my home when everything should have brand new such as a rusted shower-head, damaged blinds, and even a sink vanity that was in the trash. When I moved back into my home on September 30th, there were issues such as the entire faucet coming off in the bathtub of my main bathroom, faulty floor installation in the living room, damaged items like my living and dining room blinds that I had to cover the expenses for, and being unable to properly open my windows because they have been sealed with paint. My most recent water bill was $100 when its normally $45-$50. I contacted Watershed Management so they came out and did an inspection. They informed me water was running from one or both of my toilets and theyve been installed incorrectly. I contacted Paces Restoration and they said they will not do anything further until the remaining payment is received. I feel as though I wasnt properly taken care of, the work was rushed and there wasnt any empathy and compassion. Im even being harrased by receiving multiple calls, text messages, and emails demanding payment. Even one of the workers drives by my home on multiple occasions in the company car. This entire situation has caused my family and I emotional distress, long suffering, and pain.

  

  Business Response

  Date: 10/25/2024

  Good morning, Ms. ****************** are a few things that I would like to address from the complaint: The insurance company did not approve to replace your vanities, but we did end up replacing the vanity in the hall bath. Insurance only approved to paint one coat, we did two coats. Looking at before photos and the Matterport that we have of the property before work started, the blinds look the exact same as they do in the after photos. The shower head was not damaged from the original source of the claim, so it was only approved to be detached and reset. It looks like we have been trying to reach you since the end of September, when we completed the job, to do a final walk through and collect final funds, but you have not returned any calls, texts, or emails. When we finally got a call from you, it was in regards to the leaking toilet, we responded right away that we will send the plumber back out, but we would like to be paid the remaining balance of the job for completing the job. Will you please call us back so that we can discuss your concerns and schedule an on site meeting? 

  Thank you,

  Paces Restoration

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22471460
  
  I am rejecting this response because:

   

  From: ******* ***** <******************************************************************>
  

   

  I have spoken with someone from Pace Restoration services on this pasted Friday with a gentleman by the name of ** on how they can correct the situation. The plan is that they will come out this Wednesday @2:30 and we will continue the conversation at that time and detect the problem and where the water leak is coming from according to what was stated by Atlanta Water Shed that they are responsible for and  the total rebuilding of my dining room,a bathroom and a half and a master bedroom thought my insurance company Liberty Mutual.

   

  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/28/2024

  Good afternoon,

  This is correct, we are meeting on site on Wednesday of this week to discuss the issue with the toilet, but to also collect the remaining balance on the account because all work has been completed. There is no warranty in place until the account has been paid in full. We will have our PM on site as well to fix leak as soon as the account has been paid.

  Thank you,

  Paces Restoration

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with this company for two months after storm damage. Upon their initial visit, the project manager, ****, tried to get me to sign paperwork saying that the job was satisfactory completed before it was even started. I refused. The job is now complete and the company is withholding the five year warranty after they have received payment in full. They are holding up the warranty because I refuse to sign paperwork that does not accurately represent the payment method. I have paid them, yet they want me to sign a document about a multiparty check that never took place. I was the sole payee, not my mortgage company. They want me to sign my name to this fraudulent statement, and I will not do it. They have been paid, but will not give me paperwork that accurately reflects the payment method. Because I refuse to sign this fraudulent paperwork, they refuse to provide the warranty. I will not sign a false statement for this company. I would like the Better Business Bureau to help out. I dont want to be involved with fraud.

  

  Business Response

  Date: 07/18/2024

  Good morning,

   

  Please see the attached form that we are requesting be signed, and this is from the Third Party, Alacrity. It is a requirement.

   

  All work has been completed and job is Paid In Full.

   

  We have put in an exception letter in place of the form due to her not signing it. We did send her the 5 year warranty info, and that is in full effect. Please see that attachment.

   

  If you have any questions, please let me know.

   

  Thanks,

   

  ***************** |Construction Manager

  Cell - ************

  Office - ************

  Fax - ************

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 25, 2022, a pipe burst in my condominium due to statewide emergencies, causing severe flooding. Despite filing a claim with ******************* (#IXX4079), the process has been marred with persistent delays and gross incompetence.Timeline of Issues:Contractor Hassles: ********'s recommendation of ********************* resulted in a month-long delay. Subsequently, Paces Contracting Services led to further complications and delays.Mismanagement and Ineptness: Paces Restoration's negligence led to an unsanitary environment, destruction of belongings, and the inappropriate use of my furniture as a workstation.Ongoing Displacement: I endured extended displacement from my home due to Paces' unprofessionalism, causing significant stress and inconvenience.Requested Resolutions:Immediate Actions: I demand full payment of all bills incurred due to Paces' negligence, including professional cleaning for clothing and furniture items, and compensation for the replacement of damaged belongings. I would like a release from Service Pro's threats of a lien on my property despite documented admission of wrongdoing by Pace employees.Claim for Damages: The estimated damages exceed $50,000, encompassing property damage and emotional distress incurred due to prolonged displacement and incompetence.Conclusion:The ongoing incident has caused immense distress and financial loss, aggravated by the inefficiency and disrespect shown by Paces Restoration. Their unethical actions, including forging my name on completion documents and refusal to engage with their own insurance carrier, have depleted over 50% of my savings to restore my property.

  

  Business Response

  Date: 02/13/2024

  Please see the attached General Release that we had the insured sign off on,

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2022, I had an upstairs bathroom leak and it leaked downstairs above my entertainment wall unit, into my son's room and the upstairs hallway. This is the first time that this has happened to me and I was unsure of the process. I used my home warranty to repair the bathroom leak and HSA referred me to another retoration company. The other restoration started the water damage process of drying, mold treatment, and such but they were too slow. I reached out to USAA and they recommended Paces Restoration. This was my first experience and I informed Paces and USAA that I was new to the process and they assured me that they will take great care of me. ***********************, Project Manager at Paces reached out to me December 2022. February 2023 is when Paces started the project. They hired a subcontractor to paint and restore the bathroom. **** team did an excellent job. I have no complaints with Ivor team. ****, stated he would call the manipilation team to move the wall entertainment unit. They were able to move the unit without damaging the unit to the next room. However, they knocked down and broke some pictures that were hanging on the wall. On March 29, 2023, ****** and his helper moved the entertainment wall unit back. When I returned home, I noticed the damage done to the unit. I called **** and sent pictures. Also, the subcontractors that Paces hired to install the carpet either stole or threw away items from my son's room. We provided a list of missing items to **** and his son that arrived at our house to inspect the progress of the project. Also, we were able to give **** the proof of items missing. They informed us that they will take care of it. I have been given the run around with everyone pointing fingers. Please replace missing items, and repair or replace damage items. Also, September 8, I was informed that they have placed a lien on my home. I ask humbly ask if you can assist with this matter. I hope that we can quickly rectify this problem.

  

  Business Response

  Date: 09/14/2023

  Good afternoon,

  First, I would like to discuss the damage to the entertainment center that you claim happened, we have photos to prove before work was done, that the entertainment had already been damaged (please see photos attached, they are time stamped). Now, regarding the potential missing items, our Mitigation Manager offered the insured money for those items.

  Second, we sent a team out to complete the punch list for the insured multiple times.

  The insured still owes Paces, and all work has been completed. 

  We would love to close this out and remove the lien, but we would like to collect the final balance for all work performed.

  Thank you,

  Paces Restoration

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20605586
  
  I am rejecting this response because: I have the pieces for the bottom that you stated are missing.  I am referring to the damage at the shelving area where they stated it was ****'s son that attempted to detach the shelving above the television. I was told he no longer works for the company. The attached pictures shows the screws damage and the gaps done by your team. I have attached the pictures again for you to view.  As you see when you took the pictures their was no gaps or screws showing on the shelving. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/15/2023

  It sounds as if there has been miscommunication when it comes to the damaged items. As I have been told, there has been a resolution offered to the insured, 

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20605586
  
  I am rejecting this response because:no one has communicated with me since ************************* left my house on July 20, 2023. He was trying to tell me to file an insurance claim and it was an issue with how the furniture was made and water damage. I informed *******, ****, and ****** that I was not going to file an insurance claim with USAA. The claim adjuster took pictures and that sounds like fraud. This was done due to their negligence. If there was a resolution, please do tell so there will be no misunderstanding. Also, please provide a resolution to my sons missing items from his room.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paces charged my insurance ****** for my home that was not completed correctly! They damaged by belonging and dont want to pay for them. They gave me an estimate for ****** and went behind my back and charged ******. Paces charged me ***** for a hvac system to be repaired. I paid half upfront and supposedly half afterwards. Now they saying i owe the money when the repairs are not made. And i want my money back for someone else to do the job! PACES IS A SCAMMER

  

  Business Response

  Date: 08/11/2023

  We appreciate your feedback. There is much more to this claim that is not noted in your complaint, and feel like we have fixed the issues at hand. There is still a good bit of money owed to Paces that was agreed to be paid, but has yet to be received. When you are able to pay your account in full, we will be able to take care of any and every warranty issue that you have.

  Regards,

  Paces Restoration

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20419637
  
  I am rejecting this response because: I donot owe paces any money! Paces damaged my belongings in my home and so not want to pay for it! Its always companies like paces that tries to get out on customers! Paces gas workers in my home that went to jail while trying to repair tile in my home and that it look like they threw it together! Paces also had workers sitting on my back porch smoking marijuana! I also have footage of paces telling someone to do a temporary fix on my hvac! In which i paid ***** and its still not repaired and i ***** WANT PACES BACK IN MY HOME! And NO I will not show paces my recordings but i will show BBB AND THE NEWS! Send the news to my home and i will show the world! 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/30/2023

  Good afternoon,

  Paces has agreed to write off the remaining balance on the insureds account. We have completed all work that was on the estimate.

  If there are any further questions, please feel free to reach out to us at any time.

  Regards,

  Paces Restoration

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to inform you of my deep dissatisfaction and the unsatisfactory services provided by Paces Restoration Company regarding the restoration of my property after a fire. As per the contract, the company was hired to restore my home and belongings to their pre-loss condition. However, the service provided by Paces Restoration Company was not up to the expected standards, as they have caused additional damage to my property, particularly my antique furniture and electrical system. As a result of their negligence, my antique furniture, including chairs and table, have been damaged, my chandelier has been broken while in their care, and the electrical outlets in all bathrooms are not functioning. The furniture in question is real-wood, Antique ************************** furniture that cannot be purchased at big box stores such as Rooms To Go or Ashley ********** Its value is comparable to that of luxury furniture from ***** *****. The chandelier is also European and of high value that cannot be found or repurchased at a local store. Despite Paces Restoration Company having pictures and documentation regarding the condition of all my furniture, they have neglected to reassemble the furniture properly or entirely, resulting in sloppy workmanship. As per our agreement, Paces Restoration Company was to restore my antique furniture, however, I was shocked to find that they have caused further damage to it while in storage. The wood of my chairs and table was damaged and cracked, which led to flaking, causing permanent damage. Additionally, the restoration of my chandelier was also poorly executed, as it was broken into several pieces after being packaged and moved by ************ at my home. Despite their assurances that it would be replaced, Paces has failed to replace my chandelier. Furthermore, Paces Restoration Company failed to properly reassemble my furniture, with some pieces lost, left incomplete or in disarray. The company also neglected several issues.

  

  Business Response

  Date: 07/05/2023

  Good afternoon,

   

  We would like to discuss this claim with you, for there is still quit a bit of money owed to Paces Restoration for work performed before we can even issue the warranty for your home. Please reach out to our office, ************** so that we can discuss this and resolve any issue you might have after your account is paid in full.

   

  Regards,

  Paces Restoration

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the evening of May 24th, 2022 a storm blew a tree onto my house. The tree fall, water intrusion, and tree removal resulted in a damaged roof, exterior wall, multiple interior rooms, an exterior brick wall, driveway, irrigation, decking etc. My insurance adjuster ********************* with Homesite/American Family sent Paces to my house to tarp the roof. He recommended Paces for water mitigation and repair services as well. Property Address: ********************************************************* Claim #: *********** Project Estimator: *********************** Other Employees Contacted: ****** on 10/13; ******* a dozen+ times; Byanka multiple times; ***************; *************************** Multiple time I signed up with Paces to complete the work as my adjuster recommended. The water mitigation and initial repair processes with the roof/shingles went relatively smoothly, but the remainder of the project quickly fell apart. The 1st project manager *********************** only visited my house 1 time to my knowledge, prior to the roof repairs. When the interior work was started a few weeks after the roof I was immediately concernd that the work was shoddy, and not performed as agreed upon. Water spots were showing through the paint before the painters left my house. Ceiling that was supposed to be replaced was not, and the work that was performed was done too quickly, not allowing proper drying time on the materials used before painting. Areas were missed entirely, and the holes from Paces moisture testers were not covered and painted directly over. When I reached out to **************** about my concerns and inquiring when the roof work would be completed he stated he was told that it was done. ************** I spoke with him that the shingles were done, but the vent caps, pipes, roof jacks, gutters, insulation etc had not been completed. **************** scheduled with me multiple times to come look at the work, but never showed up or called to cancel. Complaint continued in attached PDF

  

  Business Response

  Date: 04/26/2023

  Good afternoon,

  We would like to apologize for the time this claim has taken, along with the workmanship issues that looks like we have been attempting to get fixed for a few months. We would like to point out that there was a supplement that we were waiting on to get approved for some time, and you were aware that this was out of our hands. 

  With all of that said, we have placed a new Project Manager on your claim to get the issues resolved and complete the job. Our supervisor has called and sent you a text message this afternoon to discuss getting this put back on the right track if you would give us the opportunity.

  Again, we are very sorry for the confusion, and look to get this claim closed out.

  Regards, 

  Paces Restoration

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paces Contracting was hired to renovate my basement (damaged by a flood). Paces sent in a team to eradicate mold and water damage and demolition the current sheetrock and damaged wood and renovate the effected rooms. Mold was still left on site over a year after they were hired to remove it. They violated state and federal safety protocols by; 1) enclosing the main water shut off valve into the wall making it no longer accessible, 2) sealing the electrical panel shut, making it inaccessible, 3) Charging a leaking air conditioning system, thereby exposing me and my family to free flowing freon in the air. The crew leader informed me of the leak and stated that the freon would continuously leak until there was none left. 4) Installing an interior door that leads to an exit in a manner that does not allow it to quickly be opened (the door *** goes round and round and will not readily release the latch so that the door can be opened; this is a fire hazard, 5) removing my sprinkler system leaving exposed wires where the system used to be connected. Paces Contracting, by their own report, admits that a painting crew was used to to install sheetrock, move lighting fixtures and paint. The sheetrock was notably installed in a manner that diminished the value of my home. Please see the attached email to Paces Contracting, sent December 7, 2022, for which I have received no response. Paces was given 2 opportunities to complete the basement in a satisfactory manner. The safety of my family and my property, and the value of my property has been diminished and i am seeking closure so that I can hire someone to make the necessary corrections and to compete the job so that my family and I can peacefully enjoy our home.

  

  Business Response

  Date: 01/04/2023

  Paces Restoration acknowledges that we have had some turnover regarding the ****************** position here due to an uncertain job market. We do apologize for the inconvenience and the delays that this has caused. It does appear that the majority of the work has been completed, and just a punch list left to close this job, but the customer has requested that we not complete the work. As far as the ***** we did have a professional go out and give her and the insurance company what the issues are, but the insurance company was not open to paying for the issues. Paces Restoration is open to financial compensation to the insured, but the number that the insured is asking for is not realistic based off of the work that has been performed at the home. If we can agree on a number, we would be more than happy to compensate her for work not performed, if not, we would be open to completing the job.

   

  Regards,

   

  Paces Restoration