Primary Water & Sewer

Kevin W.

Primary Water and Sewer vendor under the NJ American Water Company Service Plan. Problem started in September 2020 when the hot water heater leaked and was in need of replacement. The first quote was over $1000 because they said it was not covered under the plan. After questioning the quote, I received another quote for $345 to upgrade gas valve, flue pipe and shut off valve (components not covered under the plan).

On November 1, 2021 - the Rheem hot water heater failed. Called the office on November 2, 2021 and spoke with Crystal. I explained that I terminated the service plan with New Jersey in October 2021 but the component should be covered under warranty. Crystal told me that Rheem had many problems with failed shut off valves. I agreed to pay for the labor if the parts are covered under warranty. An appointment was scheduled for November 3, 2021 between 9am - 12pm. Much to my surprise, I received a phone call from Crystal at 4 pm on November 2, 2021 (one day prior to the appointment) stating that the owner of the company is not taking additional business because they are focused on NJ American Water customers. I stated that I am a Primary Water and Sewer customer and they should honor the Rheem warranty.

She refused to honor the appointment. PLEASE DO NOT CONDONE THIS TYPE OF BUSINESS PRACTICE.

Robert F.

NJ American Water sent us here as part of our warranty service. They came out promptly and scoped the project, we gave them a green light, and they disappeared. Person you need to talk to is out of the office. Meanwhile our sewage line is backing up into the basement for weeks. Stay away. Stay away. Stay away.

Rc S.

Terrible company. Arrived late and I refused service after waiting 4 hours. Charged me $50 for nothing. Called office and was told I shouldn't have been charged. Said they would refund the money. They didn't and do not answer or return calls. STAY AWAY!

Gloria M.

I had insurance for a water leak and the insurance company uses Primary Water and Sewer. After cancelling the first appointment, they showed up a few weeks later and repaired the leak. However, they said they would come 2 weeks later and perform restoration services on my property, which was a mess from digging it up. It has now been 6 weeks since the leak was repaired and no restoration service has been performed. I have had 4 appointments for this service. They have not shown up for any of these appointments and, in addition, have not had the decency to call and explain. When I called them, their excuse is always that they had an emergency. I am tired of seeing my property all dug up this summer since I take pride in my landscaping. Once they start a job, they should make finishing it a top priority!

Lanni M.

Stay away from this company!! I had coverage through my water company for my AC unit. Joe came out on Tuesday, July 14th to assess the issue. He said he was calling to inquire about parts and that he would get back to us. He left and we did not hear back from him. Called today and was told that Joe told our water company that we had third-party work done that caused the issue that we were having now and therefore our water company would not cover the repair. This was untrue, the repair that we had done three months ago has nothing to do with the issue we are dealing with now. Would never use them again.

Laszlo S.

American Water NJ are using this company as a subcontractor as their Protection Plan service company. I am so sad to have to share this review with you. I am having a sewer issue. It started March 2019, they came out 9 times to snake the line and I don't know what happened the last time but turned out the line is broken and it backed up. I am out of my bathrooms, toilet, cannot use a dishwasher and washing machine since 1/31/2020. Today they finally came to fix my sewer but their machine is broken. I don't have words to say how disappointed and so so surprised that American Water has a contract with this company.

Yollie J.

The American Water Resources dispatched Primary Water & Sewer to replace my main water line. The main water line was changed and replaced with a PVC pipe on 09/23/19. Ten days later, in the middle of the night of October 3, the PVC pipe burst open and flooded my basement. Both the American Water Resources and Primary Water & Sewer were notified about the bursting pipe immediately. Within two hours after the notification, the Primary Water & Sewer arrived to my house and replaced the broken PVC pipe with a metal one and then left my premises. I made several unsuccessful phone calls to both Primary Water & Sewer and the American Water Resources requesting about liability insurance to cover my loss. I finally drove to the County Public Works' office in the morning of 10/07/19 with videos and photos of my water damage basement, and requested a copy the Primary Water & Sewer's work permit and liability insurance. My request for the documents was granted immediately. I was able to file an insurance claim against Primary Water & Sewer. Although the claim has been approved by the Primary Water & Sewer's liability insurance, I have not received any reimbursement for my loss yet more than sixteen weeks after filing the insurance claim. Please pay attention to the blue PVC pipe that was installed in a high-pressure water line. I WILL DEFINITELY NOT HIRE PRIMARY WATER & SEWER.
(Please see water pipes below).

Delia V.

I had an appointment on July 16th, 2019 with Joseph from your company, and even though the job according to him was done and it will not happen again and on top of that I was charged $350.00, let me tell you it rain last night and water started coming in like crazy through the same spot and it broke a whole on the tart he put it. Bad job, I tried contact him last night so he could look at while the water was coming in and he never responded.

Kid G.

We had a leak so booked an appointment. I took the day off of work to be here and they never showed up. I had texted and left voice mails for them but they never returned the calls. No calls even to explain why they didn't show or return message. They don't care if your time is money I guess. Bad business model. Don't risk booking them.

Michele V.

Scheduled for morning between 8-12. No news until at 11:30 called to tell me running late and will move me to afternoon. Wasted my entire morning. So zero stars. Cannot seem to unselect the 1 star but I meant to do 0 stars. Rude receptionist as well.