Complaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:09/03/2022
Type: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.
Pace had agreed to install 13 windows on 7/27, which took place as expected. After the job was completed, 5 of the windows were binding and could not be fixed with adjustments. 1 window would not open at all. New frames were ordered and promised to be manufactured and installed in 2-3 weeks. Pace issued a $100 gift card to us as an apology. Pace also at that time admitted they knew the settings at the factory were set to the wrong type of window, making the product defective. PACE KNOWINGLY INSTALLED DEFECTIVE WINDOWS IN MY HOUSE. After 2 weeks, a representative called and said the windows were done, just needed to be inspected and within a few days I would have my windows installed again. After another week of waiting, we called Pace and found out the windows were NOT done and we were lied to. Two more weeks go by and after another phone call made by us, we had an install date for 9/3. On 9/3, the installer came to our house and started installing one window. After installation of one window, the same window that would not open, still would not open, as the installer was forced to use the glass from the previously defective window. He realizes that the window panes in the defective windows are all not square and oversized for the frames. Pace has now knowingly tried using defective window panes in my house and I still have 6 defective windows in my house. I am now forced to wait several weeks again before I hopefully get non-defective windows installed in my house. How many times does Pace think is acceptable to get the job right and how many times do they find using defective products is acceptable? In my opinion, knowingly using defective product is never acceptable, let alone twice
Business Response
Date: 09/07/2022
Good morning. My name is Michael J****** with Pace Windows & Doors. The homeowner & I did speak about this on 9/6/2022 about the issues with the windows. In conclusion, we had come to an agreement on what needs to be done to resolve this complaint. We have ordered 6 new windows. We put a rush on everything to make sure the homeowners get their windows sooner than later. We take every complaint very serious and we hope this will be resolved as soon as possible. We do apologize for the issues and we will resolve them all.Business Response
Date: 09/14/2022
Good afternoon. On 9/8/2022, Carrie from our installation department called and spoke to Mrs. ********* and let her know it will be about 4 - 5 weeks for manufacturing. She also told her that as soon as the windows come in, you will be scheduled for installation without delay. This was documented. Maybe Mrs. ********* never shared that info with you. When we spoke I did tell you I would give you a timeline, that is why Carrie called and gave it. Let me know if you have any questions or concerns. We are both striving for the same resolution.Customer Answer
Date: 09/15/2022
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. Assuming Pace Windows and Door adheres to the timeline given and the agreed upon discount, I will accept this solution Regards, *********** *********
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