Stockton Design Services, Inc.

Initial Business Response /* (1000, 10, 2017/09/29) */
Hello,
We wish to confirm we called the customer and we agreed to apply a credit to his account; he requested $ [redacted] and we applied a $ [redacted] credit for the balance owing as a goodwill gesture for inconvenience experienced.
This...

complaint is fully resolved.
Sincerely,
[redacted]
Executive Response Representative
Initial Consumer Rebuttal /* (2000, 12, 2017/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2017/01/26) */
Hello,
We previously addressed this complaint, below is our resolution:
[redacted],
Your situation has been referred to my attention as you indicated that you have filed a complaint with the Revdex.com.
I have reviewed your account and...

hereby provide the following information:
We hereby refer you to the following section of our Terms and Conditions, where it states that:
13.b.Cancellation by You. If You subscribe for Service(s) on a monthly basis, You may cancel Your Service(s) at any time, by contacting Primus Customer Care by telephone at [redacted]. If You subscribe for Service(s) for a specific term, you may cancel your Service(s) before the end of the term, and you agree to compensate Primus for all termination costs associated with such termination.
--end of note--
On December 9th, 2016, you agreed to enter into a 2 year contract. I have copied your email below for your reference:
From: [redacted]
Sent: Friday, December 9, 2016 12:17 PM
To: [redacted]
Subject: RE: Contact Form - internet
dear primus:
on the 2 year plan,. is that $[redacted], a month for the entire 2 years?
if it is, I will take it, I want to continue as a primus customer,
thank u, [redacted]
--end of note--
Based on our Terms and Conditions, you would normally be responsible for the termination fee. However, we have agreed to credit this fee as a goodwill gesture.
You indicated in your below email that you made arrangements with [redacted] to subscribe to their service. Unfortunately, you did not contact Primus to cancel your existing service, as required and as clearly noted in our Terms and Conditions. Consequently, your service remained active and Primus continued to bill your account.
As it was previously indicated, Primus has agreed to make the effective date of cancellation of your Primus service for December 31st, which is the date you indicated you subscribed to Rogers' service. Again, this was done as a goodwill gesture.
Because we were not advised of your cancellation, we did not get the opportunity to send you a return label in order to return the modem to Primus, per our usual procedure. You indicated that you returned the modem, however our records cannot corroborate this and consequently, Primus will not process the requested refund until we have confirmed that the modem has been returned. We hereby refer you to the following section of our Terms and Conditions, where it states that:
6.j. Return of Equipment. Upon cancellation or termination of Services, You agree to return, at your own expense (alternatively a Shipping & Handling Fee will be billed to You by Primus), the Equipment to Primus in good working condition within thirty (30) days of cancellation/termination or within a time specified by Primus. You are responsible for continuing charges for the Equipment until its return. If You fail to return the Equipment within the required time, Primus may repossess the Equipment at Your expense, and/or may charge You for the replacement cost such Equipment.
-end of note--
[redacted], if you have any information you could provide Primus regarding the modem, we will gladly assist you in investigating its return so that we may promptly process the refund on your account. Please feel free to reply to this message with any information or if you have any related questions.
Sincerely,
[redacted]
[redacted]Primus
Initial Consumer Rebuttal /* (3000, 13, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I returned their modem, 1st week of ja. 2017,
In a primus box,with a primus prepaid label,
included were phone cable, Ethernet cable, power supply,, I paid a deposit, in advance for their service, and was also paid a few months in advance,
then they said the would send a shipping in 3-5 days which I didn't need I already had 1,so by saying that, it means they accepted my termination
I was reading online that primus has tried this stunt with others, saying they didn't receive the modem, you can see other complaints of same nature online
Final Business Response /* (4000, 15, 2017/01/27) */
Hello,
Below is an email message we sent [redacted] earlier today.
Sincerely,
[redacted]
-----Original Message-----
From: ExecutiveResponse
Sent: Friday, January 27, 2017 12:20 PM
To: '[redacted]'
Subject: RE: FW: Contact Form - internet
Hello [redacted],
I was following up on your account and give you confirmation that your modem has been received, thank you!
I am currently working with our Receivables Management department to prepare your refund (by cheque).
I will get back to you shortly to confirm the amount of your refund.
In the meantime, please confirm that you still reside at the same address:
[redacted]
Sincerely,
[redacted]Primus

Initial Business Response /* (1000, 11, 2017/01/17) */
Hello,
We wish to confirm we confirmed receipt of the modem and the customer's account is closed and no further invoice will be issued.
A refund in the amount of $ [redacted] will be processed in the next few weeks to cover the fees paid by...

the customer to return our equipment.
We emailed a confirmation to the customer and this complaint is resolved.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 13, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer from Primus as I am glad the account has finally been closed, hopefully future problems for others with Primus won't have to go through such an ordeal to get something so simple figured out.

Initial Business Response /* (1000, 10, 2016/02/16) */
Hello,
We wish to confirm we reviewed [redacted]'s billing and we informed him that we made a mistake. [redacted], he signed up for a
$ [redacted] bundle for the Home phone and the Internet, by mistake the customer was billed for only the...

home phone service at $ [redacted] per month until [redacted] Upon noticing our mistake, we called the customer to let him know he was not being billed for Internet and we put him on a bundle at [redacted] for the first three months and $ [redacted] after.
In [redacted], [redacted] was billed the amount of
$[redacted] and he called us, our solutions team agreed to give him the monthly rate of $ [redacted] and he accepted.
As a goodwill gesture, I offered to give him a $[redacted] credit to cover the [redacted] billing although the customer had cheaper rates until [redacted].
We consider this matter fully resolved.
[redacted]

Initial Business Response /* (1000, 10, 2015/09/03) */
Hello,
When a customer moves and cancels service at the old location, the termination is applicable and valid. In order to resolve this complaint, we have agreed to waive the $[redacted] (+tax) termination fee as a goodwill gesture.
It is...

unclear if [redacted] is requesting a credit for lost wages from Primus, however it is Primus' policy to not compensate for lost wages. Therefore, we give you confirmation that no further credits will be forthcoming.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */
Thanks for looking into this matter. I am not satisfied with their response. I was aware of their cancellation fee and I understand that they will not compensate for for the lost wages although there was a miscommunication problem between [redacted] and them. I am wondering if I can get a credit to make up for that lost wages.
Abla
Final Business Response /* (4000, 14, 2015/09/10) */
Hello,
Our position in this matter remains. As it was previously indicated, Primus credited the termination fee as a goodwill gesture but will not credit for lost wages.
[redacted]

Initial Business Response /* (1000, 11, 2016/05/24) */
Hello,
We reached [redacted] and we extended our sincere apologies for the inconvenience he experienced after being billed a shipping & handling fee and not being required to return the equipment.
The account currently displays a...

credit balance of $ [redacted];we are awaiting for the final invoice before issuing the refund. The final invoice will include a credit balance since we bill one month in advance and he cancelled before the end of the term. [redacted] agreed we can wait until the final invoice is issued before completing the refund.
We will follow up around June 6th to confirm the refund to be processed.
This complaint is considered fully resolved.
[redacted]

Initial Consumer Rebuttal /* (2000, 13, 2016/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 17, 2017/09/12) */
Hello,
We wish to confirm the services are working and this complaint is resolved.
A credit to cover one month has been applied to [redacted] account.
Sincerely,
[redacted]
Executive Response Representative
Initial...

Consumer Rebuttal /* (3000, 19, 2017/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have decided to terminate my contract with Primus for personal reasons. I have been in contact with [redacted] at Primus who understands both my situation and the reasons for my decision. She has been very helpful in this difficult situation.
Final Business Response /* (4000, 21, 2017/09/18) */
Hello,
The customer decided to cancel and no further involvement is required.
You may close this complaint as resolved.
Sincerely,
[redacted]
Executive Response Representative
Final Consumer Response /* (2000, 23, 2017/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint resolved. Thanks for your help in this matter.

Initial Business Response /* (1000, 10, 2016/12/08) */
Hello,
This serves to confirm we listened to the customer's call in October and indeed he requested to cancel however by mistake our associate did not submit a cancel request.
Effective today, the services are cancelled and we applied a...

credit to cover the billing for the past 2 months. The account is closed and no further invoice will be issued.
This complaint is fully resolved.
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2015/06/02) */
Hello,
Ms. [redacted] was contacted today and was given our toll free number. Ms. [redacted] agreed to call us directly if the problem reoccurs. Given that this is an intermittent issue triggered by bad weather, it is difficult to investigate when the...

service is working properly. If the problem reoccurs, we will involve our provisioning team in order to provide a prompt resolution.
Sincerely,
[redacted]
Executive Response Representative
Primus Canada

Initial Business Response /* (1000, 10, 2017/10/23) */
Hello,
[redacted] was contacted. Primus offered a $[redacted] goodwill credit and she accepted.
Sincerely,
[redacted]
Executive Response Representative
Primus

Initial Business Response /* (1000, 10, 2016/07/13) */
Hello,
We wish to confirm we refunded the amount of $ [redacted] to [redacted]' credit card and we cancelled the calling card.
This complaint is considered fully resolved.
[redacted]
Initial...

Consumer Rebuttal /* (2000, 12, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company re-funded my purchase. Thank you.
I do hope, however, that they will update their web-site to ensure that the Terms & Conditions are displayed for all customers before they make their purchase.

Initial Business Response /* (1000, 13, 2017/10/31) */
Hello,
We wish to confirm the refund in the amount of
$ [redacted] is being processed; a refund cheque will be sent to the customer's address.
This complaint is resolved.
Initial Consumer Rebuttal /* (3000, 15, 2017/11/02) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
While they may be sending and processing the check. They are still failures for making it such a long process.

Initial Business Response /* (1000, 5, 2017/07/20) */
Hello,
Primus received the exact same complaint previously (Revdex.com case# [redacted]) Here is our resolution note:
07/18/2017 Receive Business Response
Hello,
We have confirmed that [redacted] credit card was refunded on Monday, July...

17th. [redacted] may contact her credit card company to confirm.
Sincerely,
[redacted]
Executive Response Representative
Primus

Initial Business Response /* (1000, 5, 2015/11/18) */
Hello,
We wish to confirm we billed [redacted] a non returned modem fee of $ [redacted]. Since the modem was returned on [redacted], we applied a reversal fee to the account bringing a credit balance of $ [redacted].
A refund cheque in the amount...

of $ [redacted] will be issued and sent to [redacted]'s home address within two weeks; we will follow up to ensure she receives the refund cheque.
We confirmed her credit rating has not been affected by this incident since we didn't forward the balance owing to a third party collection agency.
We consider this complaint fully resolved.
[redacted]

Initial Business Response /* (1000, 10, 2015/08/31) */
Hello,
We apologized to customer for all the troubles he experienced while attempting to connect his service to Primus.
We give you confirmation all charges have been credited. As requested by [redacted], the DSL service will be...

deactivated shortly.
We have confirmed that the line will be released to the winning provider effective tomorrow, [redacted]. [redacted] indicated that he will contact them to ensure they take his number.
[redacted] will be responsible for returning the two modems to Primus. Return labels will be mailed to [redacted].
[redacted]

Initial Business Response /* (1000, 13, 2015/12/04) */
Hello,
We haven't been successful in reaching the customer therefore we emailed her the following
"[redacted],
We wish to confirm receipt of the complaint you filed with the Revdex.com.
Your account is closed and it...

currently displays a credit balance of $ [redacted], a $ [redacted] cancel fee reversal fee was applied to your account and it will be posted once the December invoice is issued.
Once the December invoice is issued, we will submit a request to refund the amount or $ [redacted]; a refund cheque will be sent to your home address.
[redacted]
We consider this matter resolved.
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the email I received from Primus seems promising, I have had similar responses from them in the past only to receive a larger bill following. Therefore, I would like to keep this complaint open until after I receive the next and hopefully final invoice.
Thank You,
[redacted]
Final Business Response /* (4000, 23, 2016/02/17) */
Hello,
We wish to confirm a refund cheque in the amount of $[redacted] was issued yesterday on February 16th, 2016.
This matter is considered resolved.
[redacted]
Final Consumer Response /* (3000, 25, 2016/02/22) */
I have received an invoice and email from Primus claiming they have issued a cheque for the money owing. However, I will not be satisfied until I the cheque has cleared from my bank.

Initial Business Response /* (1000, 10, 2015/09/11) */
Hello,
We called [redacted] and confirmed he needs to pay $[redacted] to cover 25% of the total amount forwarded to a third party collection agency, since they bill us 25 % of the total amount referred to them.
The amount of $ [redacted] was...

referred to a third part collection agency in [redacted].
A $ [redacted] security deposit is also required; as per out terms of use, we have the right to ask for a security deposit.
12. CREDIT CHECK AND SECURITY DEPOSITS.
12.a. Primus and those acting on its behalf reserve the right to conduct a credit check from time to time on You and to require a deposit or other security, including a credit card payment, before it provides or continues to provide any Service to You, and You consent to the credit check and the provision of Your personal information to credit bureaus, credit grantors and suppliers of services, in accordance with Primus' Privacy Policy. You Further agree to provide any appropriate authorizations and financial information as Primus may reasonably request for this purpose.
If the customer agrees to pay both the agency recovery fee and the security deposit, we will provide services.
[redacted]

Initial Business Response /* (1000, 10, 2015/06/04) */
Hello,
We have not been able to reach Ms. [redacted] by phone to discuss her complaint. Therefore, we hereby provide our resolution in writing:
We give you confirmation that the listing on the account is: [redacted]. The listing is...

Non-published, which means that the name, phone number and address are not listed in the [redacted] and are not printed in the phone book. If the listing currently appears in the phone book, it will not appear in the next issue.
In regards to the [redacted] website listing, Primus cannot act on behalf of the customer to request that the listing be removed. They will only accept requests coming directly from the customer and they require that the following information be faxed to them directly at: [redacted] (copy of customer's Primus invoice displaying the customer's name, address, phone number and the Primus logo).
Primus considers this matter resolved.
Sincerely,
[redacted]
Executive Response Representative
Primus Canada

Initial Business Response /* (1000, 11, 2017/08/16) */
Hello,
We have reviewed [redacted]'s complaint and hereby provide the following information:
[redacted] stated that she was not advised of the tech visit that was originally scheduled for August 1st. Our records confirm that on July 28th, an...

email advising her of the scheduled tech visit was sent to her.
On August 1st, the technician reported no access, which means that he showed up to the customer's residence but no one was present.
[redacted] indicated that she was expecting a callback between August 1-3 that never took place. Our records confirm that she was contacted by a Technical Support Representative on August first and was advised that she would be required to contact our Onboarding team in order to reschedule the tech visit.
On August 4th, we confirmed a tech visit reschedule for August 9th in the afternoon and tried calling [redacted] to advise her. Unfortunately, we were unable to reach her by phone or leave a voice mail message as the voice mail was not set up.
On August 5th, Primus sent [redacted] another email to advise her of the tech visit reschedule for August 9th. On August 7th, [redacted] was also advised verbally of the tech visit for August 9th.
On August 9th, the tech showed up to the residence and later reported no sync. Our onboarding team confirmed that the order was completed on August 10th. Therefore, if [redacted] is unable to use the internet, she is required to contact our Technical Support department by calling [redacted] (They are available 24/7).
We have confirmed that the local service was cancelled on August 1st and no charges have been incurred for that service beyond that date.
Primus has agreed to credit $[redacted] for DSL charges for the period of August 1st - 4th and $[redacted] for DSL charges for the period of August 5th - 16th = total credit (before taxes) = $[redacted].
Since changes were requested to her service, the Local Home Phone service and DSL service were billed separately on the July invoice for the period of June 26th - August 1st. We rerated that same period at the previous bundle pricing and issued a credit of $[redacted] (before taxes)
Therefore, credit of $[redacted] + credit of $[redacted] = Total credit of $[redacted] (before taxes) = Total credit of $[redacted] (including taxes). A credit of $[redacted] has been applied to [redacted]'s account today.
The August invoice includes a valid termination fee.
The aforementioned clearly demonstrates that Primus has provided all necessary service credits. [redacted] is requesting compensation for lost time, alleged lack of service, etc. We hereby refer you to the following sections of our Terms and Conditions, where it states that:
16. WARRANTY DISCLAIMER AND LIMITATION OF LIABILITY.
16.a. Primus does not guarantee uninterrupted Services operation. Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers, provide the services "as is" and make no express or implied warranties of any kind regarding the Services, facilities, network, Equipment or products in any way. To the extent applicable by law, Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers make no warranty of merchantability or fitness for a particular purpose or use.
16.c. Notwithstanding the foregoing, Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers , shall in no event be liable to You or any person for any actual, direct, indirect, consequential, special, incidental, reliance, punitive or any other damages, or lost profits of any kind whatsoever, injury, death or damage to person or property, whether in negligence, breach of contract tort or other causes of action, arising out of the provision of Services or in any way from this Agreement, INCLUDING BUT NOT LIMITED TO THE AVAILABILITY OF 9-1-1 SERVICE.
13.b.Cancellation by You. If You subscribe for Service(s) on a monthly basis, You may cancel Your Service(s) at any time, by contacting Primus Customer Care by telephone at [redacted]. If You subscribe for Service(s) for a specific term, you may cancel your Service(s) before the end of the term, and you agree to compensate Primus for all termination costs associated with such termination.
You are responsible for any other cancellation or cancellation related charges set out in Your Service Agreement. Upon cancellation of Your Service(s), You will remain responsible and agree to pay for all charges which You owe Primus until You have paid Your account in full to the satisfaction of Primus.
-end of Terms and Conditions--
Although [redacted] indicated in her complaint that she had no intention of continuing to use Primus' service, she did not wish to confirm that she wanted to cancel the service. Therefore, no changes have been made to her service. [redacted] will be responsible for ongoing service charges incurred for as long as the service remains active. Again, if she is experiencing technical issues, she is required to contact our Technical Support department at the aforementioned number.
Primus cannot warrant any further credits or refunds on the account and considers this matter resolved.
Sincerely,
[redacted]
Executive Response Representative
Primus
Initial Consumer Rebuttal /* (3000, 13, 2017/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. While Primus' records may indicate they sent me an email, I never received it. Its not clear to me why this happened, but I did search my folders and could not retrieve it. Further I was not contacted to identify a time when I could be home, but rather an appointment was unprecipitously scheduled without my knowledge. I don't dispute that I was called on August 4th and was aware of the August 9th appointment.
2. I was never advised of increases to my invoice or cancellation charges when I contacted Primus to cancel my services. It's unreasonable for Primus to have placed these charges on my account without informing me of them at the time, whether or not they are buried in a multi page service agreement I haven't had occasion to read in four years.
3. Given that I have had no service since August 1st I am not paying for any further internet service. I reiterate that credits to my account are of no use because I do not have any service to pay for, and hours of effort by me, including repeated calls to Primus technical support has not resulted in any service.
4. Primus suggests I must call technical support if I lacked service as of August 10th. I indeed called toward COB Pacific Time August 10th, spoke with a technician and a supervisor who committed to calling me back between 8am and 9am Pacific Time on August 11th. I never received the call and at that time I contacted Revdex.com. As I explained in my request, I can't put any more hours into securing internet service from Primus. That is why I contacted Revdex.com. This response seems to suggest that the next action should be contact from me to tech services, rather than acknowledging the missed call back to me which prompted the complaint.
5. As I outlined this morning, the behavoir of the individual I spoke to this morning was aggressive and made me uncomfortable in providing any kind of verbal confirmation over the phone. **I hereby request cancellation of my internet service and a waive of any cancellation fee.**
6. I'm confused by the breakdown of credits described in this message and request a full breakdown of any charges on my account to be provided via the Revdex.com.
Final Consumer Response /* (3000, 28, 2017/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the confirmation.
I have indicated that I do not accept the response because the refund was promised and not provided before. I believe this complaint must be kept open until Primus confirms the refund has been processed. Further, 2 weeks is a long period to wait for a credit card refund.
Final Business Response /* (1000, 26, 2017/09/07) */
Hello,
We apologize for the delay in processing the refund. We have confirmed that it will be processed within the next 2 weeks.
Sincerely,
[redacted]
Executive Response Representative
Primus

Initial Business Response /* (1000, 11, 2017/01/11) */
Hello,
We have reviewed [redacted]'s account and confirmed that the Wi-Fi issue was resolved earlier today. We regret that [redacted] experienced these problems and had difficulty reaching us.
We have applied a compensatory...

credit of $[redacted], which will be reflected on the next invoice.
Sincerely,
[redacted]
Primus