ComplaintsforPrime LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2020 I pd prime llc ******* **********. to develope my online store.They also trained me Now they have crashed my store. It no longer works. And the do not respond to calls or email

  Business response

  01/23/2024

  Please review PRIME's prepared response.

  Customer response

  01/24/2024

  I dont see any response from prime?

  AALacey

  Business response

  01/24/2024

  Re: Complaint Against Prime, LLC by ****************************, File No. 21126605
  Dear Better Business Bureau:
  
  We are writing on behalf of our client Prime, LLC in response to the complaint by **************************** referenced above. The allegations by ************** are that several years after Prime, LLC allegedly built a commercial website for her, it crashed her website and will no longer respond to her calls and emails.
  
  Prime, LLC takes these allegations seriously and we have investigated them thoroughly. Based on our investigation we have determined that Ms. ****** claims are baseless. It should be noted at the outset that Prime, LLC did not contract with ************** to build her commercial website. ************** contracted with a third-party that engaged Prime, LLC to fulfill its contractual obligations to **************. However, once Prime, LLC fulfilled its obligations to that third-party, Prime, LLC contracted with ************** to provide certain marketing services to her. Despite that Prime, LLC did not contract to develop or build Ms. ****** website, Prime, LLC has continued to try to assist ************** with issues she has had with her website caused by the drop shippers she has contracted with to provide inventory to her website. The main issue ************** has been having is that she has allowed her drop shippers and others to have back-end access to her website, and they completely bungled the back-end of her website.

  Specifically, it appears that one of the former drop shippers she used improperly installed approximately ****** products onto her website and then abruptly ceased efforts to correct the problem after she terminated them. To add some context, Prime, LLC would never recommend loading the descriptions for ****** products of any nature on a website like the one purchased by **************. The key point here, however, is that and at no time was Prime, LLC responsible for the problems associated with installation of the products on Ms. ****** website and has no responsibility or duty to fix the issues created by Ms. ****** former drop shipper.
  
  Notwithstanding that Prime, LLC has no obligation to assist ************** with the issues she is having with the products listed on her website, Prime, LLC has continued to assist her. Although ************** claims that Prime, LLC does not respond to her calls and emails, the evidence demonstrates that Ms. ****** claim is disingenuous. Prime, LLC utilizes a very sophisticated client relationship management (CRM) system that tracks all inbound and outbound communications with Prime, LLCs clients. The data obtained from that CRM system evidences that Prime, LLC has been more than responsive to Ms. ****** communications.
  
  We would also like to point out that the written contract that ************** executed with Prime, LLC unambiguously provides:
  
  NOTWITHSTANDING THE DISCOVERY RULE, ANY APPLICABLE
  STATUTE OF LIMITATIONS, OR ANY OTHER APPLICABLE LAW, RULE
  OR STATUTE, YOU AGREE TO CONTACT PRIME, LLC WITHIN SIX (6)
  MONTHS OF THE EFFECTIVE DATE REGARDING ANY CLAIM OR
  DISPUTE RELATED TO THIS CONTRACT OR THE SERVICES. IF YOU
  DO NOT NOTIFY PRIME, LLC OF SUCH CLAIM OR DISPUTE WITHIN
  SIX (6) MONTHS OF THE EFFECTIVE DATE, THEN YOU AGREE THAT
  THE RIGHT TO PURSUE SUCH CLAIM OR DISPUTE IS WAIVED.
  
  (Capitalization in original).
  
  In short, because ************** acknowledges she contracted with Prime, LLC in 2020, any claims she may have had against Prime, LLC expired several years ago and we see no reason that she would be entitled to the refund she is demanding. Please feel free to contact me if you would like to discuss this matter further.
  
  Sincerely,
  
  LAW OFFICE OF **********************

  Customer response

  01/25/2024

   
  Complaint: 21126605
  
   Re: Prime Llc

  i must say prime lawyers have the story. Wrong.

  my experience with prime was excellent for two years. There teaching programs taught me a lot. They were ALWAYS PATIENT, kind an helped me learn about my web site. That I paid for. I always got the help I requested. 
  the issue was once I found drop-shipper I liked I hired a digital company to help market my store. 

  They also helped me up load inventory to my site. I can tell you I have no clue how to do this. I paid them a lot of money and eventually realized they are expensive. Wasnt getting sales. So I let them go. They promised site would automatically update site daily. 
  I then hired someone to market for me. She reworded my face page, helped post catalogs. And tags. 
  but site was not up loading as promised. 
  

  SO NOW I CALL PRIME 

  they always helped me. I had no expectations that they would fix my site issues .

  but I trusted them an asked for suggestions as to how I could get this fixed. Also asked if I pd them would they do it, or recommend someone. 
  12/11/23 I spoke with ****************** 
  she said prime dint have a answer for this but she would talk to her supervisor. Also she sent me a email. That my site would be reverted back to its original state.????????????

  I had put a lot of money into those changes  . I never agree To that. I was wait for a phone call, ****** said I could use a plug in again I dont know what that even is. 
  I continue to call , no one ever called back  the site was reverted. And not working. 

  I was getting orders? Site failed. Couldnt process new Christmas orders. I called prime, ***** times left messages. 
  They never got back to me. I called every instructor over there. Left messages. 

  Soooo now its 1/31/24. Cant sell anything. Cant get help. Ive spent close to ******. On this project. A prime doesnt call. I was shocked. Weeks!!!! They always helped me. 
  so I had to make a decision. I called 1/24/24. Left a message again. Yo stop hosting fees. 
  and Ill be dammmed they called me back. Girl said the company was having issues, a phone issues. 
  I said they never got back to me, after  all those  messages. My new business in  shambles.
  I was so upset I could have cried.  I said to cancel my hosting. In 3 minutes I had documents in my email to cancel. Just like that. 
  in the weeks waiting on prime. I had to hire a new web site company to rebuild my site. And pay them.Again. . 

  
  
  so you understand how devastating this was for me. I was was finally up a making sales. One click and it was all gone. 
  so prime can talk about all the legal stuff. But no one ever called me to find out what I needed. 
  Thats why I contacted BBB. 
  you answered there email. But never my emails or calls. 
   I am truly devastated over this. My savings all gone. I have to start from scratch. 
  what would you have done in my shoes????

   

  AALacey
  

  Customer response

  01/26/2024

  I just wanted prime to call me back. 
  they reverted my site. All I wanted was a phone call answer. By reverting site all the work I paid for was lost. 
  thats all Im asking. 
  I had to start all over again. They reverted my site. 
  I dont want money!

   

  Business response

  02/17/2024

  We have again attached a secondary response by uploading a formal document.  

  Customer response

  02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  they are lost to the actual issue. Prime stopped  answering my calls. Never called back for one month. 
  
  Sincerely,
  
  ****************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this on behalf of my grandfather, who is 94. In March he began receiving calls from the company to encourage him to start an online business, using their services, which included coaching. For $5000USD they said that they would set up a website, offer weekly coaching, help with social media, etc. While they have performed some of these services, there have been hidden fees. The main issue however, is that my grandfather is clearly not capable of running a business. He does not understand email, social media, etc, which is abundantly clear during his coaching calls (I have listened in on them), but the coach continues to persevere even when he is completely overwhelmed, confused, flustered, etc. He is very clearly not able to run an online business, which anyone on the phone would be able to quickly recognize. He has asked to be given a refund and has been offered partial refunds, but of amounts that seem arbitrary and with a highly vague contract. I asked on Monday for the company to provide me with a summary of business dealings to date and have not received anything, despite having a call with them this afternoon to discuss possible next steps for my grandfather. Additionally, he was involved in a similar business, also since March 2023. He was able to pause his dealings with them, but made a significantly larger investment ($14,000 USD). He received a partial refund ($5000USD) but has not been able to find anything to share with me about why that amount was chosen, or any other supporting information. He becomes highly confused and stressed when discussing the matter, making it challenging to navigate. That being said, I have heard him on the phone with the company owners, and I must emphasize how much he is not able to handle any online business. So while this may not be an outright scam, I believe that these two companies were highly predatory towards a vulnerable individual.

  Business response

  11/08/2023

  Please see the attached response to complaint.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am complaining about the unethical business practices of Prime LLC from ********, ** The details are contained in the attached PDF files.Please contact me prior to sending this information to Prime.Thank you,*********************

  Business response

  09/21/2023

  We have reviewed this customers complaint, and found this complaint was listed on PRIME's BBB mistakenly. Please review the attachment with our response in full detail.

  Customer response

  10/24/2023

  Hello, ******
  
  I'm attaching several documents relating to my rebuttal of Prime LLC's attorney.
  
  After my review and investigation, I find Prime's rebuttal to my original complaint to be totally unacceptable. I spent a good deal of time trying to make sense of this lackluster response, but found it lacking in substance where it really mattered. You can read my reasons in my rebuttal that is soon to follow. 
  
  While attempting to fit the pieces of this puzzle together, I came up with a new take on the whole issue, (which I'll share in attachments to follow). This new perspective was triggered after reading Prime's most recent published complaint. It was a complaint on behalf of a writer's 94 yo grandfather. 94 years old! When I read the complaint, it fit the pattern of my own experience, and of the last three BBB complaints against Prime as well. I certainly felt justified in pursuing my complaint after reading this latest contribution, as it tells a story much like my own: 
  
  An elderly man receives a cold call from someone promising an internet get-rich-quick scheme and asks for money to pull it off. And this doesn't appear to be a random coincidence, as it reads like a basic scam from start to finish. As the writer notes, his grandfather had no business (or need) to start a business, especially an online one, as he lacked even the basic concept of what an online business was. He barely knew how to use email. This, however, didn't stop the caller from pursuing him. And he got the grandfather to fork over money ($5,000 of which was to go to "coaching" him about the internet in general and more specifically running a digital business). The whole, clearly unethical *********** my blood boil. It was like reliving my own humiliating experience with these fraudsters. 
  
  Included in his description was one thing stood out for me, and that was that his grandfather had already given a substantial amount of  money to an unidentified entity (for an unspecified reason). Like the illegal con that brought about my undoing, they convinced him of the concept, then asked for their money upfront (which, of course, makes it more difficult for him to get any money back if things went South (again, like my situation). But the similarities don't end there. The writer tries to advocate for their grandfather, only to be met with silence (just like me). In the end, the grandchild references the lack of detail in Prime's communications. The vagueness and the confusion and frustration that resulted from it. There is little question in my mind that this is not another scam from the same unethical tag team of Prime LLC/PCS. 
  
  If this were a course in how to engineer a scam, you would be ahead of the class if you followed their steps to the letter. Now, back to the latter reference to an entity that had already managed to bilk money from the grandfather. Notice that no mention was given as to who asked for and collected that money. Could it be *************************? Or perhaps our allusive shyster, Mr. ************************ leading the charge against another unsuspecting senior citizen? The question begs an answer. I highly recommend that the BBB investigate this fully.
  
  Sincerely,
  *********************
  

  
  

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 24, 2021, I received a unsolicited phone call from ************************* at Prime, LLC saying he had a great money making opportunity for me that could make me $2000.00 a month that would not cost me anything to begin. He explained that it would not cost me to begin the business because Prime would front me the initial investment to begin and that once the business was up and running I would reimburse Prime the money. I was on the phone for almost 2 hours when he forwarded me to a female that went on and on about how she would sign me up for 2 separate credit cards, one to make charges on and one that would include an $8000.00 credit to get the website business selling camping equipment under the website "underthestars.com." I explained to her that I did not want any credit cards and she reassured me that there would not be a charge on them, just a credit. While on the phone she emailed a contract to me and said that everything she explained to me was in there and please electronically sign so she could continue. She then went online while I was on the phone with and used my personal information to open what ended up being a credit card with a $8500 balance. She assured me that I had $8500 "in" the account and made it sound like if I used any part of the money I would pay it back to Prime. She then said they would be calling me to walk me through building a website and I would use the credit cards to buy the equipment. I became very confused at this point and requested that the credit card be stopped and please remove me from their list. I thought there was no initial investment and now she was stating there was $8500 charge to a credit card in my name. I again asked to please have it stopped. She then forwarded the phone to another employee that started talking to me about the name of the company and how to set up. I told him that i was very confused and that I had told the lady that I want to opt out and she said that was not allowed. I became very nervous. The gentleman said he would look into the situation and then hung up. They called the next day and I explained that I do not want to be involved and that I hope the credit cards were canceled. They called several times, always different people. I explained that I do not want an $8500. credit card and they were not upfront with me in the beginning. The next thing I know I get an **************** bill for two different credit cards, one with $8500. and the other with $450. balances. I then called and I finally got ahold of ***************************** on January 28, 2022. I explained the situation and he told me to not worry. He had others that would take it over and to cut up the credit cards. He would send a certified check to AmEx to take care of the balance and also a letter to Equifax to have the negative points removed from my credit score. After waiting a couple weeks and receiving a new bill from **************** with the balances still on there I tried calling again. I continued to leave messages on 3/18/22, 5/16, 5/27, 6/1, 6/3, and 6/6/22. I also contacted **************** ****************. The **************** has denied me and I am appealing the decision. The charge on the **************** was initiated from phone# ************ which has been disconnected. I am frustrated and this has been financially devastating. I feel taken advantage of as I do not have anything to show for $8500 worth of debt. I also feel as though once they realized I was getting confused they took advantage of me and started pushing harder.

  Business response

  11/03/2023

  Response to BBB Complaint Case #********
  
  We at Prime, LLC have received your complaintand we take your concerns very seriously. Our goal is to ensure the satisfaction and success of all our clients, and we regret to hear about your distressing experience. Please allow us to address the points you've raised as clearly as possible.
  
  Telephone Communication:
  We would like to clarify that the telephone number you referenced ([************]) is not a number provided on our contract documents nor is it used for customer service communication. Our clients are furnished with our main customer service line and a direct line to their account manager for personalized support. The number listed on our credit card processing is indeed our main customer service line, which serves as our primary mode of communication.
  
  Ethical Standards:
  Prime prides itself on maintaining the highest standards of ethics. We value every customer relationship and are dedicated to providing transparent and honest services. Rest assured, your feedback is instrumental for our ongoing commitment to excellence.
  Compliance and Initial Contact:
  
  We affirm that Prime operates with full compliance with ****************'s telemarketing solicitation laws. Our records indicate that your initial contact with us was not unsolicited; you had expressed interest in having a website built, which led to Prime reaching out to you with our service offer.
  
  Service Agreement and Pricing:
  Upon review, we confirmed that our service offerings and pricing were thoroughly discussed and agreed upon. You elected to proceed with the purchase of a website from Prime, acknowledging the terms outlined.

  Fulfillment of Services:
  According to our detailed records, we have fulfilled all contracted services. The website was duly provided, along with training on our software and continuous access to web hosting services, as evidenced by your usage logged in the members' area.
  
  Payment and Funding:
  It is important to note that Prime does not facilitate credit or funding for customers. We accept various forms of payment for the services requested by our customers, adhering strictly to the agreed-upon terms.
  
  We have conducted a thorough investigation into your allegations. Our findings reveal that Prime has rendered the contracted services and has provided ample support to ****** a positive customer experience. It appears there may have been a miscommunication, as our support team has had numerous logged calls and meetings with you during our active engagement.
  
  Contractual Obligations and Dispute Resolution:
  We take pride in our commitment to resolving any customer issues with diligence and fairness. However, it is crucial to adhere to the contractual terms agreed upon at the outset of our business relationship. As stipulated in our agreement, disputes are to be raised within a six-month period to ensure timely and effective resolution. This policy is in place to allow us to address and rectify any concerns promptly, maintaining the integrity and continuity of our services.
  
  We have carefully reviewed the circumstances surrounding this claim and, based on our records and the terms of our agreement, we respectfully assert that a refund does not appear to be justified in this instance.
  
  Additionally, we would like to bring to your attention an administrative oversight that resulted in our delayed response to your complaint. The email address on file with the BBB for our account was inaccurately altered, which prevented us from receiving timely notification of your dissatisfaction. This error has since been corrected by the BBB, and we assure you that such an oversight is not indicative of the high standards we hold ourselves to.
  
  
  Sincerely,
  
  *************************
  President
  Prime, LLC

*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. ↩