Complaints

This profile includes complaints for Primus Canada (Residential)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Primus Canada (Residential) has 3 locations, listed below.

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  Primus Canada (Residential)

  135 St-Francois Street Edmundston, NB E3V 1E8

• 

  Primus Canada

  1750 1188 W Georgia Vancouver, BC V6E 4A2

• 

  Primus Canada - Residential Services

  31 Auriga Drive Ottawa, ON K2E 1C4

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:09/08/2022

  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.

  I signed up for Primus home service at ******, Walker St, Windsor, Ontario and they promised to send a technician on July 25th, 2022 and I stayed form 09:00 to %:00 PM as required. As no one showed up or phoned I called customer service. I was put on hold for two hours. I got fed up and on the following day I complained to the salesman & asked him to request cancellation. However, I got a call asking me to install equipment myself. Again I informed the serviceman to cancel the agreement and request a return label. However, they have billed me even before starting the service.

  Business Response

  Date: 16/08/2022

  Hello,

   

  We wish to confirm we applied a full credit to cover the charges.

   

  The Internet service is cancelled, and the digital home phone service is active to allow the telephone number to port out.  We will cover the phone charges in goodwill due to the inconvenience created.  We are requesting the customer returns the modem.

   

  This complaint is resolved.

   

  Sincerely,

   

  ******* ******

  Customer Escalation Advocate   

   

   

   

  Customer Answer

  Date: 17/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17695849, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:27/06/2022

  Type:Customer Service 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.

  In May, 2022 I saw a price increase on my statement for my home phone and internet service. I called Primus and was transferred to their loyalty dept and was told they would change the price to the old rate I was paying. I've done this in the past. Immediately thereafter I was not able to use my personal voice mail which is a machine I have beside my phone. I contacted Primus and they told me that the person in the loyalty dept changed my plan without asking me or advising me or asking my permission. I did not want may plan changed. I called on several occasions spending hours on hold just to be transferred to other departments and was told their voice mail could not be de-activated and others told me it would be de-activated but never was. I do not want their new plan and I do not want their voice mail system. I want to be able to have all my missed calls go directly to my own, personal voice mail machine which is on my desk beside my phone. It is now the end of June and they have done nothing to rectify the problem and they have just left me hanging. I have contacted the CCTS and they are looking into this but in the meantime they have not corrected the problem.

  Business Response

  Date: 04/07/2022

  Hello,

   

  This serves to confirm the voicemail feature has been deleted.

   

  A $ 50.00 credit has been applied to the account and it will appear as an adjustment on the August invoice. Ms. ******** will agree to close the complaint once she receives the August invoice and sees the credit applied.

   

  We are closing as resolved from our end.

   

  Sincerely,

   

  ******* ******

  Customer Escalation Advocate 

   

   

  Customer Answer

  Date: 05/07/2022

  
  
  

  I am now finally able to use my own voice mail. I will consider the issue resolved once I receive my statement from Primus showing the promised credit.

  
  

  J. ********

  
  

• Initial Complaint

  Date:15/06/2022

  Type:Customer Service 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.

  I had internet service for over a year with Primus. On June 2 internet quit working, called, after an hour on hold got through to tech support and tried over an hour to get it working with no luck. Tried again next day, still no luck after hours on the phone with them. I asked to have them send a tech over with a new modem, they wouldn't do it. Said it may be days before they could. I could not wait. Already waited almost a week with no internet. I paid for June but had no internet, so i cancelled my service as i was on month to month with Primus and went to ****/*** and got hooked up right away. I told Primus i wanted my full amount of $64.86 back and I have returned their equipment. They said no, all they would give me back was $20.83 cents, which is totally unacceptable. They stopped responding to my emails as I have sent 3 more with no response. Terrible customer service and treatment!!!

  Business Response

  Date: 21/06/2022

  Hello,
  
  
  Mr. ******** was contacted by one of our Technicians and he confirmed that the situation has improved. He will monitor for the next week or so to ensure service continues to work properly. If not, Mr. ******** understands that our Technicians are always available to provide assistance.
  
  
  In the event that Mr. ******** should cancel his service if the problem reoccurs, Primus agreed to allow him to cancel the service without penalty.
  
  
  Sincerely,
  
  
  *** *********
  Customer Escalations Advocate
  Primus
  
  
  

  Business Response

  Date: 22/06/2022

  Hello,
  
  We sincerely apologize for the inadvertent confusion created following our response to another customer’s complaint in our previous update.    
  
  We have not been able to reach Mr. ***** by phone to discuss his complaint.  Unfortunately, we were also unable to leave a voice mail message as a recording said the voice mail service has not yet been initialized.  Therefore, we hereby provide the following information:
  
  Primus has agreed to refund the amount paid for unused services after the effective cancelation date of June 2nd.  We have confirmed that the last invoice billed Mr. ***** for the period of May 22nd – June 21st.  Primus will refund the period of June 2nd – 21st.  The refund amount should be approximately $45.47, including taxes.  The actual amount will be confirmed upon release of the final invoice.
  
  We give you confirmation that the account is closed and the equipment has been returned to Primus.
  
  Primus considers this matter resolved.
  
  Sincerely,
  
  *** *********
  Customer Escalation Advocate
  Primus

  Customer Answer

  Date: 24/06/2022

  Better Business Bureau:

  
  Thank you
  

• Initial Complaint

  Date:12/06/2022

  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.

  At the beginning of June 2022 I began to switch form your voip phone account to a mobile phone. (see new phone number) Cancelling my voip account with you people was a nightmare robbing me of my time and peace of mind. Finanlly on June 9, 2022 I called Primus to cancel my account in person. Online contact informed me that I could not cancel that way.....I called and let them know the purpose of my call was cancelling......Big mistake....guess they don"t want to cancel by phone either.....waited and waited until finally went to the online contact and clicked billing and invoices.....informed Primus of my cancellation and to no longer bill me....let's see what happens.

  Business Response

  Date: 14/06/2022

  Hello,

  Ms. ***** was contacted today.  She requested cancellation of her Digital Home Phone service.

  We sent her an email to confirm the cancellation and also provided information on our DSL internet service plans\pricing, per her request.

  Ms. ***** appreciated the call and had no further issues.

  This complaint is now resolved.

  Sincerely,

  *** *********

  Customer Escalation Advocate

  Primus

• Initial Complaint

  Date:10/06/2022

  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.

  We bought a new construction house in Dieppe and contacted Primus to get home internet services. We were given a time when technician would come to set up the service after begging through emails and calls. I work from home so needed the service urgently. No one showed up on the fixed time to set up the service. I contacted them after waiting for hours and was given new date and time. No one showed up again. I finally decided to get service from some other provider. No one from Primus ever contacted me for all the inconvenience they caused or to set up the service. Now after 3-4 months, they charged my credit card for $114.94 for not giving any service. They emailed me the option to either print the label or mail the label. I chose to get it mailed as I don't have a printer but I never got anything.

  Business Response

  Date: 05/07/2022

  Hello,

  
  

  We wish to confirm we received the modem and we submitted a refund request; the refund will be processed int he next few days and we will call Ms. ***** once it's completed.  

  
  

  Ms. ***** was called last week, and we confirmed receipt of the modem, and we confirmed we were submitting the refund to be processed.

  
  

  Sincerely,

  
  

  ******* ******

  Customer Escalation Advocate 

  Customer Answer

  Date: 08/07/2022

   I am rejecting this response because:
  
  As per my tracking, the item was available for company to pick up on June 20th and it’s July 8th today. I am yet to receive my refund.I got another email from them regarding new bill on my account. I believe they will again charge my credit card for those charges.

• Initial Complaint

  Date:01/06/2022

  Type:Customer Service 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.

  I signed up for service at a ****** kiosk as i am molving out of winnipeg and looking for a provider in my new city. the rep assured me they provide in selkirk (where im moving) and told me the cost. Days later i receive an email with the COMPLETE wrong address for service (selkirk AVE in WINNIPEG) also a different price than promised. I called to cancel and spent hours on hold for three days NO ANSWER!!! every other department answers except the cancellation department (how convenient) and no one else can help me... I feel it is nothing but a scam and I want it cancelled!!! Looking for some assistance gaining a resolution here since they will not help me directly.

  Business Response

  Date: 08/06/2022

  Hi,

   

  We wish to confirm we had an incorrect address and the account is now closed.

  Ms. ****** is not responsible to remit any payment.

  This complaint is now resolved.

  Please inform us if you have any questions.

   

  Sincerely,

   

  ******* ******

  Customer Escalation Advocate 

   

   

   

  Customer Answer

  Date: 08/06/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17298889, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:20/05/2022

  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 had 2 internet accounts with Primus 111377672 and 111377670. Primus did not provide services properly for 111387672 for 1.5 month which is ever since I bought the connection. Upon repeated complaints Primus did nothing and ultimately I had to switch to a different provider. Primus is saying they will charge me early contract ending fee even though they dint provide service as outlined in contract. I have returned their equipment as per their instructions and now they have gone ahead and disconnected my other line 111377670. Internet is dead for last 4 days and they have no intention to provide service. I was told technician will show up between 8 to 10 AM on May 20 but no one showed up. Because of this we cant work from home and my kid cant attend school and we are losing $1000 per day. I need compensation of $10000 based on my loss and a penalty to Primus.

  Business Response

  Date: 31/05/2022

  Hello,

  We spoke with Mr. ******, we extended our apologies for the inconvenience he experienced with the delays in resolving the Internet problems.

   

  To resolve the matter, we reversed the early cancellation fees and we will refund all the payments made in both his accounts. 

   

  This complaint is resolved.

   

  Sincerely,

    ******* ******

  Customer Escalation Advocate