Pace Window & Door Corp

Homeowner here with 45 years experience of dealing with contractors. Pace offers a great product with a warranty that cannot be beat. Needed service once: office(Priscilla) handled service request promptly, communicated service date after parts were ordered and showed up as promised. The service(Ritchie) was wonderful! Worked neatly, installed parts while explaining the repair needed. Such a positive experience!

I was really taken back by my experience with this company. It hits hard for me, especially when you want to support local businesses. I am a second homeowner and was experiencing difficulty with one of my windows. The window had been leaking from the corners and rotted away the exterior trim and parts of my plywood. I stumbled upon the lifetime warranty information and was super excited to read that everything was essentially covered as long as my home was standing. I called and walked away from the conversation with one of the managers that my window was going to be taken care of, but that I just had to pay for labor. I was told that per hour the labor cost is typically between $100-150. Now, I was okay with this, despite the warranty specifically stating that labor is free. He confirmed in the system that the window in question was installed by Pace about 30 years ago. Things took a downward turn when the tech arrived to do an assessment. Now, I would have been fine with the guy confirming what I had already communicated to Pace through communications and pictures, but I was asked to pay $108. I pushed back on this one because the warranty states that this should be free. The guy calls up his manager and my wife and I both hear the manager say “If they are not going to pay, then they are on their own.” Called up Pace and got put through to the GM and explained the situation. He was professional, but kept attempting to sell us a new window or charge us an outlandish price for fixing the current window (both options were quoted for around $2,500). We felt like we were being had because the warranty does not read this way what-so-ever. We walked away from the conversation that somehow we were in the wrong for assuming our window would be taken care of. Frankly, I would argue that what happened is a prime example of bait-and-switch. Pace really needs to change the verbiage of their warranty that is advertised online. It states everything is free, which is absolutely not true. Nowhere does it state there are different components for a second homeowner, or for windows that were installed prior to a certain date. I am not upset that I was unable to get work done for free, I am upset that I wasted all this time being baited into a situation with a false promise. I simply would have just done the work myself weeks ago, if the warranty information was correct online.

Funny my review from a few days ago is not here. We have Pace windows and we are the second owners of a house built in 1973. Pace has always been great up until recently. The installers were exceptional. We purchased a 5K sliding patio door from them 2 years ago and it is wonderful however after calling the other day to request a service check on a casement window I was told we would be charged $87.50 for labor. This is not how our contract reads. Very, very, disappointed with how Pace is operating now. Luckily I don’t need them as I just put some WD40 in the crank joint and it solved the problem. We will not be referring or using Pace anymore which is very unfortunate.

To the crew at Pace Windows and Doors:
After a great meeting with your salesman, Larry Harris, we ordered two large bow windows for our home. We just had them installed and are so pleased. Your crew, Andy and Rich, did a fantastic job. They were so careful of our home and paid great attention to every detail of the installation. They were able to address any questions or concerns we had. The interior and exterior finish work exceeded our expectations. We believe we’ve chosen a quality product that should stand the test of time with a great warranty.
Thanks to everyone for making our experience smooth and worry free

Avoid.

Over a year to get Windows and doors installed. Numerous mistakes and have had to settle for less than what was promised. Broken glass, damaged/warped screens, multiple broken window frames, poor caulking on trim and none on outside windows. Little to no insulation on multiple windows. "Smooth" fusion welds they show you on samples are not what's received.

Haven't even discussed the doors and those issues.

Pace is great at blaming the manufacturer and referring to their warranty, which shouldn't be necessary before installation is complete.

Finally, we have yet to hear from or see the GM, Mike as promised, after the last service call. He claimed he would personally visit to confirm installation was finally acceptable.

Background;

• Our home had its original windows (built in 2000). Many of them no longer opened along with several having a haze between the glass panes
• We wanted a window manufacturer who also installed their windows

We had 31 windows replaced. Absolute great experience with the process and window quality. What stood out for us were Pace’s professionalism, communication and install workmanship. We would like to recognize Glen (sales), Giovanni (site/project lead), Christina (finance), and Dan & James (onsite install).

If you’re considering windows… Pace is a local company to trust from start to finish.

-Mike & Kelly

Background;

• Our home had its original windows (built in 2000). Many of them no longer opened along with several having a haze between the glass panes
• We wanted a window manufacturer who also installed their windows

We had 31 windows replaced. Absolute great experience with the process and window quality. What stood out for us were Pace’s professionalism, communication and install workmanship. We would like to recognize Glen (sales), Giovanni (site/project lead), Christina (finance), and Dan & James (onsite install).

If you’re considering windows… Pace is a local company to trust from start to finish.

-Mike & Kelly

We got an estimate from Pace for two exterior doors and three basement windows back in August. The rep that came out was very informative, answered all of our questions, and was overall very knowledgeable and helpful. At the time, we were told it would probably be about 14-16 weeks to get someone out to do the work. We just got the call that it would be next week, so ahead of schedule so far! Will update the review once the work is done.

Update to this review - Pace arrived promptly this morning and got started immediately. One person started on the doors while the other two started on the windows. They were all very polite, and even went so far as to lay drop cloths down to keep our floors clean as they went in and out. The work took about 6 hours, outside of the noise made by equipment they were considerate of the fact that I was working from home, and they cleaned up after themselves completely. They also had a checklist to review the work with us at the end to make sure everything was to our satisfaction. We even got tiny bottles of touch up paint should we need it.

Now to the important details, the work looks beautiful! Aside from it generally being a significant improvement from what we had before, everything is clean edges, nothing catching on the tiles we need to replace in the kitchen, they insulated around the new windows so we won't get as many bugs getting in. Overall super happy with the work and thrilled with how smoothly it went. Thanks Pace!

We had a great experience with Pace for our new back patio. They were extremely timely and accommodating for us! We were in a hurry to get our door replaced for winter and their turn around time from the time we signed our contract to complete installation was less than 10 weeks! The quick service did not take away from quality. Our installer, Andy, was wonderful. He was extremely thorough and meticulous in ensuring we were happy with the results. He did a beautiful job on every inch and I was especially impressed with the care he put into the finishing touches such as the molding, caulking and cleanup. We expected a quality door to be installed but feel he really went above and beyond. If we every have needs for windows or doors in the future we won’t think twice about who to call!

We recently had new windows and door installed at our house. Throughout the entire process we were impressed with the salesmanship of the Pace rep and quality of the installers. They all were professional and quality people. Zach was outstanding in going through the buying process. He took time to give a great presentation and answered all questions for our situation. Thank you Pace for a great customer experience.