ComplaintsforPremier Services Group

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a storm door from ****** in ********, ** in December of 2023. Premier Services Group came and measured, charged me $45 for this, I would like this refunded. I received emails and texts informing me the door would be installed 2/1/2024 between **** am. At 10:30 I inquired where they might be and found out they were in ******* and had removed our service without informing **, this after all the texts and emails that said they were coming. Then they offered another date, 2/7 between 3-5, no thanks. I called ****** and informed them I didn't want Premier Services installing the door and if they can't find someone else, then I demand a full refund. I also informed them if that if that is how Premier does business then they shouldn't be using their services. Ridiculous and no apology. Totally unacceptable. - Do not do business with this company.

  

  Business response

  02/05/2024

  ********, I am sorry another customers project took longer than expected. We do a very good job at predicting completion times but unfortunately we miss calculated this one. I do see that you received a full refund and I apologize for your experience.  I hope we can serve you in the future.

   

  Thanks,

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Premier Services Group operating in ******** installed my windows purchased at Lowes. Their management, scheduling and quality of work is not professional. They ran out of materials because they failed to order enough and my project was on hold for a month. During that month, my home suffered water damage and high energy bills. PSG also caused damage to my home during install and now I am trying to get these damages paid.

  

  Business response

  01/25/2024

  *******, thank you for speaking to me today. I am sending you the check as promised to compensate for the damage to the furniture and to correct the aesthetics of the exterior caulking. 

   

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

  Customer response

  02/01/2024

  Hello, my complaint has been settled with Premier Services Group.  *****************************
  

  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to ****** for a pet door and found one I liked was told had to get it measured so paid for and had to wait weeks for that they measured it and I ordered two more doors paid for it and the installation plus extra because they would have to do a few things and then had to wait over two months for them to come and say the measurements are wrong and leave with nothing else done at all

  

  Business response

  11/22/2023

  ******, I am very sorry for and confusion. Unfortunately there were restrictions that prevented us from being able to install you storm door. I do see that you refunded your job. I hope that we can service you in the future.

  Customer response

  11/23/2023

   
  Complaint: 20901770
  
  I am rejecting this response because: you came to my house twice and both times didn't do anything apart of measurements and excuses and I ordered a front door but due to the last response I don't think I will get anything more than what you have provided me so far more measurements and excuses so I'm going to get another refund because clearly I'm wasting my time thinking you would actually do what I paid for so thank you for letting me know the last place I need is to buy door or doors at ****** and waste my time and money when it comes to installing my purchase 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sliding glass door installed on January 24, 2023 in **********, **. Cost - nearly $10,000. ***** ordered the door, Premier Service Group installed. I flew back to SD from ** for the install. They were to be there at noon but got there about 4. It was cold and getting dark. They did a very sloppy install. A rep from the install company came up from ****** to check the install. He agreed it was sloppy at best both inside and out. He ordered a kit to fix the exterior, but offered no solution to fix the interior because he said they don't do cosmetic work. He suggested I call Lowes. That's when the run around began. ***** said call the installer, the installer said to call Lowes. The exterior kit came, the guy came but he was told he was coming to measure for windows so he did not have the right tools. A few more weeks went by and he returned from ********, ** and installed the exterior kit. He did a great job on the exterior. It is now July 2023. Now the interior repairs are what is remaining to be done. The inside of the door has scrapes and dings which were done during the install or came from the factory that way, or some combination of both. ***** tells me it is an installer issue, the installer tells me I need to talk to *****. I wrote the check to ***** so it should be their responsibility to work with the installer to resolve and fix my door. I should not be the middleman here. I have written two letters to the *** of Lowes but still do not have my door fixed. They offered $300. It will cost more than that to get an independent contractor to come and fix it. I've been on well over 50 calls with Lowes or the installer, went to the store, and have bent over backwards to try to get my door fixed. I have had to adjust plans, fly back to SD, and spend time and money on this issue not to mention the stress it has caused. My expectation to have this expensive door installed properly is not out of line. Lowes and Premier Install, fix this!

  

  Business response

  10/31/2023

  ********, I appreciate you taking the time to walk me through your experience. I am happy that we were able to correct and make the outside look great. Reviewing the photos with you I was able to see the strap marks from shipping that you are concerned with. I know you have a trip planned to return in January. Please contact me directly as soon as possible so I can plan to have an installer out to apply the touchup stain kit. I believe this will take care of the problem, but if it doesn't work we will look to Lowes for the next steps.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had carpet installed in August 2023 that I purchased through Lowes. The installer damaged almost all of my baseboards. It looks like a razor knife ran through them just above the new carpet. They called and said the installer said the marks were there before and I couldn't see them because my old carpet was thicker. The carpet that was replaced was the original carpet to the house. I purchased the house brand new so that was obviously a lie. They said it was cosmetic and the contract I signed stated that the baseboard could be damaged. They offered me a $25 ****** gift card so I could paint the baseboards. I rejected that offer and they told me the case was closed. I am now waiting to hear back from ****** to see if anything will be done. What a terrible company. I would advise anyone to avoid doing any business with them. I wished I would have checked reviews on them before hand and I would have purchased my carpet elsewhere. What a nightmare, zero accountability.

  

  Business response

  09/18/2023

  ********************,

  We are sorry the installation did not go the way you expected it to. We did provide an installation for you on 8/28 and 8/29. The installer used a trimming tool that has protection on it to stop this type of damage from happening. I have uploaded a photo showing the protective measures on the tool that are used to let this not happen during our installation for you. 

  Our local District Operations Manager contacted you and went over the ****** contract with you and the what to expect guidelines in that contract. We spoke to you last week and set up a day to help with repairing the damaged baseboards. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought laminate flooring and paid for installation. I had to pay for installation up front!!! Tried to schedule installation but one problem after another. Finally had a schedule for **** 1, 2023. Then, in May we received a message that they had changed it to **** 7. The end of May I called to be assured that all was well, and to remind them of an issue with the trim pieces. I then asked them to verify the installation date, and they surprised me with a **** 12 date. There was a not show on **** 12, and I called again, and they informed me that my file said I was not ready!!! I have been ready since last summer, they told me they will reschedule for July 28!!! I complained and asked them to look at my file and that I had removed the door and my toilet and considering my circumstances, I wanted a better schedule, and they agreed and rescheduled me for **** 15. Again, they did not show up and I called, and they have scheduled me for **** 19!!!!!I have never in my 85 years been the victim of such poor service!!!!

  

  Business response

  06/20/2023

  *******, 

  We are sorry the installation was moved back. The installer ran into some unforeseen issues with the installation earlier. You and I spoke on the phone and we were able to get you taken care of ******** June 17th. Thank you for calling back and letting us know you were taken care of, and the installer did a great job. 

   

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid nearly a thousand dollars to have a new door installed. The initial install was so bad that air leaked everywhere around the door into the house, the trim work was so bad that I tore it down so that I could re-do it myself. Then they sent the same crew out to try and fix it and all they did was make some things better and other things worse. The quality of the install is way worse than my old door. I know have a separate contractor that I trust and has the necessary skills that I am paying separately to come properly install the door. If there is a resolution, it cannot be them sending another crew out to my house to try and fix the install. I do not want anyone from their company near my house again.

  

  Business response

  02/01/2023

   I am sorry to hear that you are not completely satisfied with the initial installation, nor the work done to rectify the issues that you are experiencing with your door. As you know, there were some unique challenges with installing your door and the way the old door had been set.  We do have our one-year labor warranty in effect, and we at Premier Service Group welcome the opportunity to execute our warranty and feel we can fix the issues with your door.  I welcome the opportunity to continue to work with you and craft a solution that will allow us to ensure the door is installed to your satisfaction.  As discussed, we have different teams and I am confident that a different team can exceed your expectations.

  Thank you, 

  Premier Service Group

  Customer response

  02/01/2023

   
  Complaint: 18934943
  
  I am rejecting this response because the same team was already sent out twice and was not able to rectify the problem.  I was told that crew would be supervised the second time they came out and that was not the case.  The old door did not have any of the problems the new door has so I believe the issues are directly related to the abilities and experience of the installation team.  Because of that, it is not worth my time or further frustration to have another inept installation team out to my house.  I have already wasted too much time and effort.

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

  

  Business response

  02/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  Premier Service Group

  Customer response

  02/16/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had carpet installed by premier services group on 9/11/22. At that time the installers were negligent because they threw out heavy rolls of carpet onto my second story roof onto the first story roof. This damaged the roofing, the boards below the roof the overhang and my gutter above the garage. We have been emailing and calling PSG regularly since 9/11 and the repairs still have not been completed. We contacted the carpet retailers who sold the carpet in September and immediately opened a work order to get the damages repaired. PSG couldn't find a contractor and they asked us to do the work and find a contractor. We told them we didn't have time to do this and they needed to take care of the damage they caused. Later, I called again to check on the repair and the retailer said the original work order for the repair was unilaterally closed by PSG before the work was completed. We had to call again and set up another work order at that time and start the process completely over. We continue to call and email regularly and have spent countless hours trying to get the damage to my home repaired. As a result to both the original negligence, the work order being closed unilaterally and prematurely and the lack of action. We are requesting:1. $2000 be refunded to us 2. The repair be completed

  

  Business response

  01/03/2023

  Dear ******************,
  We apologize for the damage that occurred at your home and are working to correct those issues.  The necessary materials have been ordered and the contractor is scheduled to take care of the repairs on January 27, 2023.  We will continue to provide you weekly updates via email.  Please don't hesitate to reach out if you have any additional questions or concerns. 

  Thank you,

  Premier Service Group Management 

  Customer response

  02/01/2023

  Statement: It has been almost 5 months since Premier Services Group contractors damaged my house when installing carpet by throwing the carpet and carpet pad rolls out of a second story window damaging the roof, the gutter and boards under the gutter.  We had finally scheduled with them to do the repair on 1/27/23 which was the soonest they could get it done and they CANCELED the day of the scheduled repair at 9:55 am with no prior notice.  Nothing has been repaired as of 1/31/23
  
  Below are screenshots of the e-mails sent on 1/27/23
  

  

  Business response

  02/08/2023

  ******************, 
  
  
  We are very sorry that the gutter replacement did not go through as planned. We informed you as soon as we found out the gutter contractor would not be on site. We are closely monitoring this and continue to follow up with the gutter installer to ensure they take care of ************. Once the gutter is installed, we will have it painted and back to normal. 

  Thank you, 

  Premier Service Group 

  Customer response

  02/13/2023

   
  Complaint: 18641247
  
  I am rejecting this response because:The work has not been completed. That is the reason for the complaint. Please keep open until the problem is actually fixed. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/17/2023

  *****, 
  
  
  We are sorry the gutter repair did not happen on Tuesday. The snowy and icy weather caused the gutter company to delay and not make it on site. They rescheduled for Saturday 2/18 for the repair. We have multiple confirmations that this will be taken care of on Saturday. 
  
  
  Thank you. 
  
  
  --
  
  
  ***********************

  Customer response

  02/21/2023

   
  Complaint: 18641247
  
  I am rejecting this response because: They came Saturday but did not repair the split board, the damaged roof shingles and the replacement gutter sticks way out from the roof line and was cut too long. It needs to be redone, the roof needs to be repaired and the split boards repaired. This was all suppose to be done last weekend. It haa been over 5 months since the damage was caused by your contractors and they cannot even get thus simple repair right when they finally show up to fix it.
  
  Sincerely,
  
  *************************

  

  Business response

  03/03/2023

  We are sorry the gutters are not the same as they were before. The gutter contractor has been tasked to return and correct this issue, along with the other damaged boards. They will be out next week to inspect and report back to us. We will reach out once more information is provided to us. 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sliding glass door from Lowes and had it installed through Premier Services Group. Made the purchase and signed the contract on July 18th for a product that was on the shelf at the store, but had to wait over two months for it to "ship" from the manufacturer. Whatever, I understand the supply issues are crazy for everything, so that was what it was. The final measurements were made prior to the installation and to make sure everything was going to be delivered, including the screen door, trim inside and out, sill tape, etc. Product was delivered the day prior to install. Install itself went well and the installer was good. However, the interior trim piece was not included in the shipment, leaving a 1" gap between the top of the door and the framing on the interior. This was discussed at all meetings prior with everyone involved noting the new door would be smaller than the original and they planned for the trim piece to be installed. The installer said he would run to the store to get a trim piece and would be back. That was 2 months ago and the installation is still unfinished. I have left numerous messages, both with PSG and the field supervisor contact I have and have also talked with each representative about this being an unfinished install. Each person said they would find out what happened and would get the trim ordered and scheduled. Still have not heard a word and all contacts now go to voice mail.

  

  Business response

  11/30/2022

  ***, I am very sorry to hear the final step of your install was not completed as quickly as possible. I have communicated with the team and used your experience as a training opportunity. I do see that we have you scheduled for completion on 12/2/2022. If for any reason you are not satisfied with the results please contact PSG @ ************* and ask for Rich. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a backsplash install done on may 5th of 2021. It was done terribly, loose tile, over-cut sockets, missing tiles, crooked tiles, crooked grout lines etc. We have been trying to fix the problem with premier services group since the install. I have had many phone calls with them telling us they will schedule us in, we even had the supervisor out who say the work was unacceptable. Yet we have still not been able to get in contact with them to have it fixed. We are out money, time, and are unable to finish projects in our kitchen due to the backsplash needing to be completely redone.

  

  Business response

  11/01/2022

  *******,

  We are sorry your installation did not go according to plan. We are wanting to correct these issues so you can enjoy a new, beautiful backsplash. We will connect directly with you and take care of the needed repairs. 

  
  

*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. ↩