Complaints

This profile includes complaints for Primo Paving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Primo Paving

  9 - 129 Rowntree Dairy Rd Woodbridge, ON L4L 6C9

  
• 

  Primo Paving

  35 Simpson Rd Bolton, ON L7E 2R6

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:30/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Primo paved our driveway last year and the past spring cracking appeared that should have been covered by the 1 year warranty. I contacted them by email and have nothing but excuses and non replies. Send me an email address and I will forward the email chain to you for a complete summary.

  Business Response

  Date: 30/11/2023

  We are sorry for the delay. James will be contacting  Mr *** tommorrow Dec 1 2023. He will be attending the consumers home to do the repair

  Thank you

   

• Initial Complaint

  Date:28/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Primo did a terrible sloppy job on our driveway. Sept18/23 The workers left asphalt boot prints all over the front patio leading to our front door (I have it on camera) and got asphalt all over the vinyl and buried the vinyl trim to our siding all around our carport. Vinyl siding is also melted and warped. They also dug up a piece of our curb stone that framed the driveway and my mom brought it to their attention and they couldn’t be bothered to fix it, they just ignored her. So now the driveway has a chunk missing around the garden which looks terrible.
  
  We have attempted several times to get ahold of them to rectify this but they just avoid calling us back.

  Business Response

  Date: 20/10/2023

  Hello

  Our contracts state no refunds. Therefore we will not be refunding any monies .A whole driveway was paved. Also I have spoken to one of the homeowners several times. I told her that we have a work order and that we will be sending  ***** ******** to clean up . This is going to happen in the next 2 weeks for we do our repairs in the fall . 

  Thank you

  Customer Answer

  Date: 20/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Primo hasn’t even made any sort of effort to rectify the concerns we have or even sent anyone to EVEN LOOK at the problems for that matter and that speaks volumes to me.

  I have been chasing them around for over a month and they keep just putting us on the back burner and passing the buck.  We keep getting the run around being told that they are busy and it’s not their problem but in my opinion customer satisfaction should be TOP PRIORITY and should have already been dealt with the first week it happened.
  We were already told 2 weeks ago that it would be cleaned up now we are being told another 2 weeks. 
  No reputable company would have ever left a mess like this VERY UNPROFESSIONAL!!!!! 
  
  And disappointing.  
  Where is the customer services for this company??? 

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

   

  Business Response

  Date: 30/10/2023

  Please be advised that our service employee does the service for us in the fall.  ***** should be out to clean up before the end of next week. I have asked him to call ahead of time.

  Sorry for any inconvenience

  Customer Answer

  Date: 31/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: in my opinion this company is just prolonging this.  We are not happy with the way this mess looks at the front of our house it looks terrible.  So unprofessional.  
  
  
  
  Sincerely,
  
  
  
  ******* ******* *** ******* *******

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nothing has been cleaned up.  ***** came on Nov 2 and he said it was too cold to use the power wash because it will freeze so we are still sitting here with all the mess that was left by negligent workers.  He said it will have to be cleaned in the spring which is definitely unacceptable.  Something needs to be about this as we are not waiting until spring for this to be cleaned.  
  
  
  
  Sincerely,
  
  
  
  ******* ******* *** ******* *******

  Business Response

  Date: 16/11/2023

  Hi

  I spoke to ***** about this problem. He explained to the homeowners that the bit of the mess could not be helped because the paving was done up next to the siding therefore the asphalt touching the siding could not be helped. ***** explained to them it is like renovating a kitchen and expecting no dust or mess. This was the situation given the area that  was being paved. 

  **Update in response to BBB inquiry**

  As per our conversation on Monday please note that we will have our repair maintenance attendant to power wash the  areas required.
  
  It is too cold to power wash   at this time of year. The property in question is *** ****** ********* *******
  
  Thank you
  
  ****

  Customer Answer

  Date: 27/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: “this is far beyond “a bit of mess”.  Our vinyl to the carport is ruined!  And feel that power washing isn’t going to remedy the issues that occurred from this business’s negligence.  This business hasn’t made any sort of effort to make things right.   This driveway cost my senior parents $9500 for nothing but headaches and getting the run around over concerns we had from this sloppy paving job.  This business needs to be held accountable for their negligence,  they just disregard all of our concerns We are not waiting until spring only to be told that repairs are done in the fall:  This is not repairs this is MESS AND NEGLIGENCE .  My parents spent $9500 for this paving job to make the front of the house look nice  only to have  other things destroyed, the front of the house looks terrible.  Not to mention the entire front walk way is going to be a skating rink when the weather get colder….the water all pools on our patio by out front door because they raised the driveway up higher and it’s like a swimming pool every time it rains.  The entire job  was not done properly,  **** ************** *** *****!!  
  
  
  
  Sincerely,
  
  
  
  ******* ******* *** ******* *******