ComplaintsforPrime Construction Services

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prime Construction was hired by ******* husband on Oct 5, 2021 to add an addition to the back of our home. We paid a ************** said work should start within 6-8 weeks on the project and would ***********-8 weeks to finish. The project was not even started until 18 weeks later which is much later than anticipated. We are aware that delays happen & things that are out of the contractors control & we told him we understood that, but the delays are not the only issue here. From the beginning we were expecting to be updated on the project and to be kept in the know as to what was going on. A simple email or phone call once a week was all we were expecting. We were unhappy that we were being kept in the dark & we expressed our concerns about it to the owner. We expected to get an email back saying that would be no problem because after all that is considered normal customer service. Instead we were sent an email by ******************** telling us that we didnt pay for phone calls or emails. In our opinion keeping your customer updated, informed, & happy is part of being a good business owner. Long story short, ******************** finally agreed to have his admin staff update us once a week so we could be informed about what was going on with the project. All was going well, until end of May when we stopped getting regular updates again. We emailed and asked what was going on, no response. We emailed again and expressed our frustration with the lack of *********************** At no time were we hostile toward him or his staff. In response we got a hateful email in which ******************** was both hostile, & full of false accusations towards us & told us he no longer wished to work with us. We told him we wanted to move forward with the project. He again told us he didn't wish to move forward. We would like a full refund of our last payment of $6,250 since he breached the ************** we have to find someone else to come finish the project that he refuses to finish.

  

  Business response

  06/16/2022

  Please review the attached letter and documents.

  Customer response

  06/19/2022

   
  Complaint: 17432683
  
  I am rejecting this response because:

  ******************** is detracting from the real problems of this project.  Plain and simple he refused to provide us with customer service unless we paid for it.  We didn't know that we had to pay for customer service and if we had known that in advance it would've thrown up an immediate red flag and we would not have gone with Prime Construction for our project. This company doesn't care about its customers, has provided little to no communication, poor customer service and multiple delays way past what was expected. Please see attached letter.

  
  Sincerely,
  
  ***** and *************************

  

  Business response

  06/20/2022

  This situation is indicative of the reasons and circumstances that has unfortunately made it impossible to continue the relationship and this customer was terminated.  The rejection letter contains false and misleading accusations that we have responded to over and over.  We have made multiple attempts to work with this customer so that the project could continue going forward.  This has lead to further false accusations and lengthy emails.  We are not investing anymore time into this situation.  We are not obligated to provide more that we were contractually obligated to.  We have submitted multiple pieces of evidence demonstrating our efforts to get along and provide multiple extra items an no additional charge.  We have to draw the line somewhere and it is here.  The customer was terminated and nothing more will be provided.  If the customer wants documents we are not contractually obligated to provide then they can compensate us for providing them we will not produce free of charge.  Per the contract, anything not specifically included in this contract is excluded.  This is our final comment on the issue.  

  Customer response

  06/22/2022

   
  Complaint: 17432683
  
  I am rejecting this response because:

  ******************** had the chance to make this right, plain & simple. He says multiple attempts were made to work with us so the project could continue, that is incorrect. We were the ones that asked him multiple times about moving forward with the project and he avoided us. He didn't answer our questions & told us he couldn't work with us anymore. I don't know how us asking to be updated on the project & being provided with basic customer service led to this situation. It seems like ******************** wanted an out because he underbid our project. You will notice multiple times that he stated he deeply discounted the project & he was already over budget on it. That is not our fault. If he underbid it that is on him. You should still provide customer service to your customers.The customer service we got was slim to none. ******************** made promises he couldn't keep & we are very dissatisfied. Normally this situation could've been remedied pretty easily, but ******************** blew it out of proportion into something it was not instead of trying to work with us to resolve the situation. He immediately jumped on the defensive & said he couldn't work with us anymore so I don't know where he is getting that he made multiple attempts to work this out with us because he did not. So add lying to the list. I do not recommend this company at all. Buyer Beware: They have multiple complaints and reviews stating similar circumstances. So this is not an isolated situation. ******************** is a difficult person to work with, if you want the job done with communication & in a timely manner, do not use this company! He will lie and say things that are not true to make you look like the bad person even though he was the one who backed out of the contract, took our money and refuses to tell us how it was spent unless we provide him with another $1,800!

  
  
  Sincerely,
  
  ****** and ***********************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Prime Construction in *** to remodel both bathrooms in my house. The master bath was a major remodel. They removed the toilet and tore out the shower and floor. Then the crew who was working this project was fired and a new crew brought in. This was 2 weeks after the job was started. The new crew worked 1 day and didn't show up the next. I called the owner, and the message said he was on extended medical leave. I then called the office and became very irate with the receptionist (this was after the shower floor had been removed and redone 3 times, and several other delays). The owner called me back, we had a disagreement and he walked off the job and said they wouldn't be returning. He has breached the contract and I am demanding a refund of all monies paid. To date, that amount is $14,450. I'm going to have to start the process all over again, find a new construction company, who will probably want to tear out what little work was done, which will cost me even more money.

  

  Business response

  04/29/2022

  This complaint is in retaliation to stop work issued resulting from abusive interation with ******************.  Please see attached Letter

  Customer response

  05/03/2022

   
  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. I would actually like to withdraw the complaint, as all issues have been resolved to my satisfaction.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is refusing to fix our punch list of items after a total bathroom model and after we have paid them in full. These punch list items consist of 4 things: 1) the shower leaks profusely at the bottom of shower doors and even below the concrete base of the shower. 2) the shower does not have hot water when the rest of the house does, the water cannot even be described as lukewarm even after running for 10 minutes 3) There was some kind of seal that the subcontractor ran out of and had not finished sealing at the top of the shower doors and said he would be back to fix after the general contractor ordered more seal. This has been a couple weeks ago. 4) We can not stop up one of our new sinks because of incorrect installation and the stopper pull hits our backsplash before the stopper can go all the way down. General contractor refuse to fix, Problems were innumerous. Says we breached contract when we paid his cabinet guy $140 to fix drawer rails that his workers broke.

  

  Business response

  10/12/2021

   Any accusation that Prime Construction has refused to take care of its obligations is false and an absolute lie.

  Factual Bottom Line:

  1) The customer is in breach of item 7 of the contract specifically the provisions where he is prohibited from engaging our employees or subcontractors without the written consent of the company.  This is an admitted breach of contract.  The warrant does not go in effect until payment is made in full.  To date he is in default of payment.  Further, he has allegedly had conversation with subcontractors and deals were made that Prime has no knowledge of but Mr Rothus is expecting accountability of Prime Construction.             

   

  2)  There is a provisions for all warranty claims submission to which Mr. Rothus has been notified of.  To date he has refused.  On October 5 he was provided the link to the online claim form it is:

    https://primeconstruction.org/claim/

  No official claim has been received to date.

   

  3) On multiple occasions and October 5 being the last that the shower does have hot water. The new faucet in the shower is compliant with the International Building Code which requires Anti-scald valves to prevent hot water from leaving the tap and accidentally burning someone. The valves were designed to protect children, elderly people and others with sensitive skin. He has been informed that there are videos online that would

  demonstrate how to disable this safety feature. He has been notified that the company will not assume the liability by disabling the safety feature for him.

    www.https://askinglot.com/how-do-you-remove-anti-scald-from-a-delta-faucet

   

   

   

   

   

  Customer response

  10/25/2021

   
  Complaint: 16012593
  
  I am rejecting this response because:

  The contractor has been paid in full for a complete master bathroom remodel. My wife and I do not have a bathroom that can even be used! 1) The shower leaks profusely when the water is of the bottom of the shower. 2) The shower leaks at the base of the concrete floor 3) The bathtub leaks when draining. 4) The contractor keeps insisting that I have hot water and that it complies with code, but he has never come out to test it. He just keeps saying the same thing that it complies with code. The water does not even get lukewarm. What does he not understand about this? The temperature of the hot water is not even close to all the other faucets in the house. 5) Some of the seal at the top of the shower doors is missing and needs to be finished. 6) We cannot close the stopper to one of the sinks due the holes being drilled to close to the backsplash on our quartz countertop. The contractor has been informed of all these things in writing.

   

  This contractor has tried to take advantage of every situation and I could write a book about all of his unprofessionalism, mishaps, blunders, deceit and lies. But at this point, I just want my punch list of items fixed and have a working bathroom. I will fill out his claim form if that is what he wants, but I dont think that is going to make him fix these punch list of items.

   

  He is claiming I have breached the contract by paying his cabinet subcontractor $140 for replacing broken drawer rails that HIS OWN subcontractors broke and after I had already paid Prime Living in full. My wife and I had not even used the drawers or put anything in them, but these drawers had self-closing rails that apparently have a plastic piece that is easily broken when the drawer is forced closed. I thought I was doing the contractor a favor by not having him get involved or pay for this since the broken rails were his companys fault, but he is crying breach of contract for my act of kindness in paying for the broken rails myself to the subcontractor. I am willing to not get reimbursed for this cost, if he would just complete the punch list of items.

   

   

   

   

   

  

  
  
  Sincerely,
  
  *************************

  

  Business response

  10/27/2021

  This customer is engaging in an active smear campaign.  They are in breach of contract as well as failure to pay in full.  They continue to change false accusations and a VPO is being filed currently.  We will not respond to this active harassment or any other regardless of who they involve.  Any further harassment will be also reported to the authorities.  

*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. ↩