BBB Accredited Business since
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This company manufactures and installs windows. They also sell and install entrance, patio, and storm doors.
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A BBB Accredited Business since
BBB has determined that Pace Window & Door Corp. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Pace Window & Door Corp. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementJeff Bleecker, Complaint Handler Mr. Michael Garver, Finance Director
WINDOWS STORM WINDOWS & DOORS - REPAIR WINDOWS & DOORS - INSTALLATION & SERVICE WINDOWS - VINYL DOORS - FRENCH DOORS - REPAIR SIDING CONTRACTORS WINDOWS - INSTALLATION & SERVICE DOORS PATIO DOORS DOORS - INSTALLATION STORM WINDOWS & DOORS
Industry TipsHome Improvement Contracts -- NYS Law Home Improvements Home Improvements -- FHA Loan Advertisements Three Day Cooling-Off Rule (cancel contracts) Window Condensation
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Additional Phone Numbers
- (800) 333-0972(Phone)
- (585) 924-8347 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: At a cost of $2,000, I purchased a door and the installation of that door from Pace Window & Door Corporation, based out of Victor, NY. About a week after installation, the deadbolt would not lock and became a serious security issue for me. After repeated attempts to contact the Pace service department, I managed to get an appointment, but had to wait for three weeks for the repair team. On the day of the scheduled appointment, I learned from the Pace service department rep that the manager sent the repair team to another job, three hours away, and would not be able to keep the appointment to fix my door. The best that she could do was to reschedule the appointment for the end of the following week. There was no regard for the loss of my time and the inconvenience of having to wait yet another week, especially when the mistake was made by Pace. I had to ask for an earlier date and the best she could do was schedule me for a half hour on Monday. This type of service shows a clear disregard for the needs of the customer and is not an acceptable business practice.
Desired Settlement: Faster turn-around time in making repairs on product and correcting for any workmanship errors and honoring those appointments.
Consumer Response: Consumer left a message for the BBB on 6/24 that the complaint is resolved. The company came within 24 hours of receiving the complaint.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I had Pace Window and Door in Liverpool, NY install a large garden window in January 2008. It came with a lifetime warranty of free replacement due to any defects. Part of the window failed after about a year, evidenced by leaking and cloudiness between the panes. Pace replaced the defective window in August 2012. Then in March 2013, I noticed that it leaked again. They agreed to come over and take a look on April 3, 2013. The rep said it was definitely a leak and they would replace it again. He called Pace from my house and gave them the information about the window failure and told them to expedite the order, since it was a severe leak, and to use the same measurements that were on file from the previous work. After not hearing from Pace for about a month, I called them and talked to their representative, **** *********, and asked about the progress on my window order. He admitted that the window had not been ordered at that time. They had a whole month to order the window but did not do so. When I asked him why not, he replied he has been very busy and is working 60 to 70 hours a week, implying he didn't have time to order the window. So, after expressing my displeasure, in a respectful manner, concerning their customer service, he said he would take care of it and order the window right away. He said the soonest they could install it would be May 28, 2013, which was about 3 weeks away. When May 28th arrived, I received a call on my voice mail that they didn't have the window in yet and that I should call **** to arrange another date. I promptly called him and got his voice mail on May 28th and left a message to call me. It is now Thursday May 30th and he has not returned my call. I have called Pace numerous times today and always get his voice mail. I have also previously called **** and left voice mails which were not answered. Meanwhile, I've been cleaning up the leaking water for 2 months and it's beginning to rot the wood at the base of the window. Update: I just talked to **** and he said it would be installed on June 13, 2013. I still want to bring this to the attention of the BBB due to the poor service I've received.
Desired Settlement: I want the window replaced within the next 2 weeks, under warranty as per the contract I signed. I might also need the wood directly under the window replaced since the leaking window is rotting it.
Business Response: Business sent email to BBB that the consumer has been called and a plan has been put in place to explore the concerns. Business will have a more formal response next week.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The business did call but stated that there is no problem with the window, that it is condensation. It is not condensation, it is leaking. They called the manufacturer who say they need more evidence that it’s a leak. There is no plan that has been put in place and the concerns have not been addressed. This will be resolved if and when the window is either replaced or reinstalled.
I have been in contact with ***** ****** on a regular basis since his first complaint was issued to Pace. I have had at least six conversations with *****
Just for the record:
Original install date was 2008
1/2009 complained about excessive condensation and was told the house has a very high humidity problem plus he has a wood burning stove.
2011 complained again about excessive condensation and was told again that the humidity was high in the house.
2012 customer said there was a seal failure in the glass. With out asking any questions we just did the new glass at no charge. Our technician did not believe it was it was a seal failure he believed it was condensation on the glass.
His complaint years later is that the joint is leaking in the garden window and water is coming in .
We have documentation that we have been at his house 6 times before the 7th time where we did a water test .
On June 17th we went to his home where he set the time at the end of the day to meet his schedule and he was not there for the meeting . His wife was home. We did a water test at the house and his wife witnessed no leaks with our technician. I called him that evening and we talked and he still believes it is leaking at the corner where the vinyl comes together ( we all have said if it is leaking we will fix this of course if we find the leak?). During our conversation I said we would order new glazing snaps that hold the glass in place. I said we would take the existing pieces off the window and then do another water test and see if we can find the leak. WE WANT TO HELP THIS PERSON IF WE CAN? So he said that would work and I said you have to be home this time so we would work together to solve this problem. We ordered and received the snap pieces which are in ***** office . Since he has written you we have ceased all contact until we know what direction to take?
I have personally tried to work with him and he agreed with the direction we were taking before you received the communication from him.
We have to tell Mr.. ****** if someone other then Pace tampers with this window the warranty will be void. If there is a problem we want to fix it !
Mr.. ****** can call me at anytime to start the process we agreed on and we would schedule the review and test the window again with him being home at the time of the test . Please have him call my cell (which he has the number ) .
PS this should not be a legitimate complaint considering how realistic the complaint is and how Pace responded over the years even before 2013.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved