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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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
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
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
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 ********
************
**********************************
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Get a QuoteCustomer Complaints Summary
10 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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