ComplaintsforPrimera

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased cartridges within the last year. Primera advertised that they are providing working printer cartridges at an absorbent price. The cartridges stopped working at 60 to 70 percent full. A photo of the print quality is attached. I contacted the company but they refused to replace the cartridges.

  

  Business response

  06/17/2024

  We don't sell Cartridges.  We believe the complaint went to us by mistakes.  We are sub-contractor to install Flooring, Counter-top and cabinets.  We DO NOT sell any Cartridges.  Please remove this complaint from our account immediately and contact me at ************ if you have any questions.  Thank you.

   

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

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a home from *****************************. We closed on June 30, 2021 and that day our office fell apart by the end of the day. The molding below the desk fell off and damaged the floor boards. We submitted a ticket within 1 week of our closing June 30, 2021. A representative came out a couple months from June 30, 2021 and told us the desk finish needs to be fixed. I fixed the molding that fell off 3 months after June 30, 2021 but the floor boards are still damaged. So we have been asking Primera cabinets to fix our planning room desk since Day 1, June 30, 2021. No one ever came out and I have submitted 3 more tickets within a year of June 30,2021 Now ***** ************ is telling us they are not going to fix the planning room desk because we did not submit the ticket within the year time frame. Contact ***************************** ********************* ************ to determine how many tickets we submitted about this issue.I even had to file a complaint on ****** the first year to get these people to even show up at our house to look at this issue.

  

  Business response

  01/30/2024

  Overall, in regard to the fading and raised graining. I believe this to be homeowner caused and a non-warrantable issue. This damage was not noted on any of the production walkthroughs and this home is also passed the 2-year workmanship timeline.
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2021 we purchased a new home. We chose and paid for maple cabinets in the the kitchen. We have had numerous issues even getting them in here to finish the job. Someone finally came to finish the install but about 90% of the cabinets were *** and not the 'quality maple' we paid for. We have already complained about this once and yet they still brought the inferior product into our house and tried to pass it off as maple. If they want to give us *** then they should charge us for ***. However that is not what our order says nor what we paid for. When asked about this someone at Primera said there was a disclaimer that *** could be used instead. When we spoke with a representative at the design center they said they were unaware of such a thing. When we spoke to the builder they agreed this was unacceptable. I don't understand why it has to be this hard to get what we paid for. We want Primera to replace all the *** cabinets they sent us with actual maple. It is unacceptable for a company to charge you for a product of higher quality and then install one that is inferior.

  

  Business response

  05/05/2023

  Please see attached email from homeowner (the complaint filer) responded to the builder and acknowledged she misunderstood the builder (*****************************) design team and **** is ok with the production she has installed.  It was no fault on any party.  It was just miscommunication between homeowners (his and her) **************** this satisfy the resolution of the complaint.  We hope for speedy close of this complaint.  Thank you.

  Customer response

  05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cabinets in my new *************** home were installed by Primera. My house is in the ******/****, ** area. The bottoms of the cabinets were water damaged and require new skins due to the uneven texture near the floor baseboards. *************** has coordinated for Primera to come out 4 times. The first appointment, Primera failed to show. The second appointment a technician took measurements but the cabinet skins and trim were never ordered. The third a technician took measurements but the cabinet skins and trim were still never ordered. The fourth appointment the technician failed to show. *************** followed up and shared that while *************** confirmed the appointment with myself and Primera, Primera did not book the appointment because my cabinet skins were still not ordered. I have missed 4 days of work with no results at all. I do not believe Primera even knows what sizes and colors of cabinet skins to order. Furthermore, I doubt they have the skilled technicians to adequately complete the work. I want the work finished correctly, by either Primera's best technician or they can hire another competitor if that gets results.

  Customer response

  01/09/2023

  I am in Estates at Old Spanish Trail, lot #**.

  

  Business response

  01/04/2024

  Regarding the complaint #********, our field manager and the builder representative had confirmed that the repairs had been finished since 3/10/23.  Please see the attached email confirmed our end of finished the repair.  Please let us know if you have any questions or need anything else to close out this complaint.  So that we may request to have the suspension lifted on our file.  Your help in this matter is greatly appreciated.  Thank you.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I want the cabinets I paid for completed and not falling apart.

  

  Business response

  12/19/2022

  Our Cabinet Manager has reached out to the homeowner that we are waiting on the part necessary to fix the problem.  Once the part is delivered, we will fix the problem.  Homeowner is satisfied with the arrangement.  Thank you.

  Customer response

  12/19/2022

  I will not be satisfied until work Is complete as I have been waiting since April 2022. I appreciate your response and will be anxiously awaiting to be excited to see the cabinets completed. Thank you. 

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are co-owners with our Son on a home located at ****************************************************************. Before closing, we participated in a final walk through and identified the cabinets as being incomplete. Gaps at the bottom on each side of the island, a splice in the middle of the board and corner on the top trim board, no kick plate at the bottom of the island, and no trim to hide electrical outlets mounted underneath the cabinets. A representative from Primera (cabinet installer) came to the house the first week after closing and we never saw him again, he was supposed to get the parts and have them installed. Work was scheduled between ****************** and Primera on 10/5, 10/19 and today, 11/8. Each time, Primera technician failed to show, no call, no response at all. Our son has to wait the entire 4 hour window each time they fail to show up. I have called Primera directly and get zero response. This complaint is about both ****************** and Primera. I will fild the same complaint in ********************** box.

  

  Business response

  12/12/2022

  The job has been completed on 11/18/2022 and the repair was done to the customer's satisfaction.  I personally reached out to the customer and ***** told me it was to her satisfaction.  Please inform us when this complaint has been closed.  Thank you.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired by LGI homes to complete work. Company has not completed job. We have had to miss work and schedule around this company coming out and no one has should up on two separate times. This was the communication sent to us on 7/20/22 Hello, this is Jozlynn with Primera. **** at LGI let me know you have some LVT that needs to be replaced. I have ordered the material and it will be in next week. What is some good days for you that we can try and schedule for? The repair was scheduled for 7/29/22 **** no one showed so my husband contacted and they said someone would be out in the hour and nothing. Communication on 7/29/22 Hello, so sorry for the installer being a no show this morning. He will be able to be there within the house if that is still okay with you. I just wanted to check if that would be okay. Hour*My husband- Thats fine, thank you Jozzlyn- Ok great! No, thank you! So sorry about that. Representative number that was reaching out ************

  

  Business response

  08/16/2022

  TeFrom: ********************* <**********************************>
  
  *****,
  
  This was for 9733 ******************* at ***********************.  When Morning Star, who arrived late afternoon on the same day and it was communicated to the homeowner, arrived at the Jobsite a couple of weeks ago it was determined that there was a subfloor issue that needed to be addressed.  I communicated with the homeowner and **** from LGI what needed to happen.  They scheduled the subfloor repair for Tuesday the 9th in the morning.  Morning Star was supposed to be there from **** to put the flooring back in.  They actually arrived early but the repair material that was used to fix the subfloor was not cured yet.  We rescheduled them to come back Thursday to complete the repair which they did.  I reached out to **** from LGI but he was tied ** in homeowner walks.  I spoke to **** the homeowner and he said it was completed.
  
  
  
  ***************************
  Field Manager
  Primera ********
  ************
  **********************************

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new construction home and primera is the design center for the builder. We spent alot of money on upgrades in the home through them. Only to find the worst craftsmanship on everything they installed. Not just us our home but the entire cul de sac. They are extremely rude and unprofessional and do not stand behind thier product or craftsmanship. Here is a list of upgrades that are not up to installation industry standards. (1)All tile work in bathrooms and kitchen, broken tiles installed no spacers used and uneven tiles throughout.(2)level 3 white cabinet upgrades 2 cabinet installed that were broken and they want to patch them instead of replace We didn't pay clearance priced for broke cabinets, also scratches and grout from backsplash all over them.(3) backsplash not installed correctly looks horrible(4)carpet has areas not attached on the stairs also carpeted over nails and construction debris will cause carpet to wear prematurely.(5) luxury vinyl plank floors have areas coming up as well as two holes in lvp (6)Soap dishes in showers installed crooked(7)ordered sheld height pullouts in cabinets they installed them on the bottom now have more holes in cabinets due to **** pore craftsmanship and this was done by ther field manager (****) and then wanted to argue that that is how they are were supposed to be installed. This company is a complete rip off. We ordered all the upgrades in August and closed and moved in in December and. One of the upgrades were in the house. Now they have to keep coming to install and act like it is our fault. They are on thier 7th appointment and nothing has been completed. Just continuing thier bad craftsmanship and business. So much more to list not enough room to post here. All of thier work will have to be removed and start over we didn't purchase a resale home we built a new home and should look accordingly

  

  Business response

  02/09/2022

  Hi ***** and BBB:

  Please see response to the complaint #******** below.  I am unable to login to my account and the system are not able to send me a password reset link.  Due to the time restraints, I would like to email the response to you and please confirm this complaint response has been received and the outcome would be communicated to us at **********************************.  Thank you.
  
  *******************************************************************
  I would like to address the concerns listed in this letter from *********************** to the BBB.  First of all I met ***** at his home on the morning of January 26th along with ********************* (Century Warranty) and ************************* FSR from Primera.  We were not rude to ***** as the initial part of the appointment was spent listening to his concerns.  I assured ***** that the items that he brought to my attention would be addressed.  I will go through them in the order that he provided in his letter.
  
  1. Tile Work
  There are a couple of tiles that were installed that have nicked edges on the cut side that the caulking did not cover.  These tiles will be replaced.  The uneven caulking along the tub is not an install issue as the tile is level and flat however the tub bows slightly in the middle creating a wider caulk line. 
  
  2.  Damaged cabs
  One upper cabinet had a crack in the back panel which could have been caused by shippers   or installers.  It does not affect the structural integrity of the cabinet so we have cut a  replacement panel to cover it.  One of the cabinet doors was not bored to the proper depth  so it was sticking out too far. We removed the door and have corrected the depth and it is  ready to be reinstalled.
  
  3.  Backsplash
  A couple of areas on the backsplash need caulking removed and redone so it is even.  There  is also a small panel that the builder has removed from the splash area that will need tile reinstalled to cover. 
  
  4. Carpet
  No carpet issues were brought up at this meeting.
  
  5. LVP
  
  There were two planks that had small holes in 2 different locations that were typical of damage from other trades. I told ***** that they would be replaced. The caulking between the tub and LVP will also be redone at this time.
  
  6.  Soap Dishes
  The soap dishes were not installed crooked and was not a focus of issues in either bathroom.
  
  7. Rollouts
  Because rollouts were not with the original cabinet order at install they were brought with us to this appointment.  In the past I have installed the first set of rollouts on the deck level.  ***** informed us that the designer told them they would be installed at shelf height so I made a call to our sales team to verify the correct placement.  I told him  we would move the installed unit up and locate the remaining rollouts at shelf height. *** installed the cabinet hardware for the remainder of the appointment and let them now he would be back to finish the rollouts, back skin and deal with the small holes left from relocating the first one.  He would also reinstall the door that had to be bored deeper.
  
  Our customer service team has been in communication with them to get these issues resolved as quickly as possible.  ***************** has communicated with them a couple of times to get the cabinet issues and caulking resolved.  We do have an appointment scheduled Friday to take care of those items and I have since located material for the backsplash.  We are in the process of getting material to replace the damged LVP and should be able to schedule that for sometime in the next week and a half.  I am sure we can correct these items to their satisfaction.
  
  From Primera Superintendent 
  
  Thanks,
  
  *************************
  Senior Tax Analyst
  

*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. ↩