Prime Plumbing Services

Debbie B.

This company was assigned by American Home Sheild, I will not talk about the number of times they did not show up for a scheduled appointment. But what was ridiculous was they told me I had to pay $785.00 out of pocket for the parts that were not covered under the warranty company. This included the expansion tank, water line, PR valve. The hot water heater does not cost this much and if anyone is familiar with an expansion tank the cost is about $60, the pressure regulator runs $50-$80. No matter how this was explained to American Home Sheild they did not care and suggested a cash-out, which is $370.00 to purchase the hot water heater, which is not enough. Anyone reading this DO NOT USE PRIME PLUMBING

Tracy S.

American Shield assigned them for two issues. A water heater and a faucet that was leaking . They made the assessment that the water heater needed to be replaced. My out of pocket expense was $675.00 I was told modifications . When I spoke to Prime I was told we would get a Reim as a replacement since that's what we had. What showed up today has a different brand AO Smith which I've not heard of. They rushed in and out so quickly with the install (under 30 min I was their 6th install and 12n) I was told I'd have hot water in :45 min. That was not the case. I called back at 4:15 to tell them I didn't have hot water. Then I called back again at 4:30. They wanted me to relight the picket light which I'm not comfortable doing. I asked if they could come back so we had hot water and was told no. I'd have to wait. I expressed my displeasure at that and that they switched the brand. She claimed AHs orders appliances and they don't know what they get. The tech told me they haven't used Reim since January so she's lying. I also told her my review would reflect the bait-switch of brands. When I pointed this out she then threatened me with a Thursday appointment 2 days later and said I was rude for wanting hot water and wasn't going to threaten her!! So now I'm being held hostage with a new non working water heater I paid $695 out of pocket for because the schedule person was mad. This is not a positive experience in any way. The only reason for 2 stars is the first guy that came out was nice. The second team today that arrived unannounced to fix my tub faucet was nice and made sure my gates were closed unlike the water heater team that left my gates open and with a non working hot water heater. I should have requested a buy out from AHS and have a more reputable company do the job.

Allen W.

Be careful, especially if you work with a homeowner warranty. 90% chance you will get denied. Get a second opinion. Well worth it.

Laura N.

I was given this vendor by my home warranty - 1st appointment - no show/ & didn't call to say they weren't . Showed up the next day very late in the day. 1st repair- pressure valve was fixed however, it messed up 3 toilets and a faucet. They did no recheck or warn us this could happen. 2nd repair we had to get on phone with supervisor because the guy couldn't understand that our shower drain was leaking from the missing catch underneath the shower- even though we could see it from basement . He kept saying """"warranty doesn't cover this here shower tray"""". The tray has nothing to do with where the leak was down below in the basement. Then said """" we'll it's late today we'll come back on Monday- no mention of needing any parts just that it was too late to get started. 2nd no show/call on Monday. I called the company to see where they are - she claimed they got hung up on a really big job and they would be there the next day. 3rd no show/ call. Promised to call back multiple times - NEVER did. This went on for several weeks totaling six more no-shows/ calls and no return calls. Next they tried to claim they were waiting on a part that they had ordered. They claimed one person forgot to order it - another person said it was in route - another person said it was back ordered. Only to find out the part they're speaking of has something to do with a faucet which has nothing to do with the leak in the shower drain. Once the error was corrected by us - we had three more no-show/ call appointments. I wish I could give this company negative stars and warn anybody that thinks to use them. Unprofessional - dishonest - clueless

Brenda S.

came to unplug a backed-up line, estimate was $600. said they could install a new commode also and quoted an estimate of $1,000 for all. Serviceman came with a white commode to install, never asked if it was ok to switch colors. He was told it was not acceptable, so he got the original commode back and reinstalled it. When he finished, he charged $862.46 but said he would email the itemized invoice. Itemized invoice received and he charged $219.00 to pull the old commode and $149.00 to reinstall. They added an admin fee of $25.12 which adds up to $393.00. WHAT??!! So, he ended up charging the amount as if we had a new commode. This happened on a Thursday. The next day I replied to the email address with the invoice and stated the above and requested a reimbursement of $393.00 as these charges seemed totally unjustified and it appeared we had been taken advantage of and overcharged. I also asked if this was price gouging. This is now one week and I have heard nothing. I WOULD NEVER RECOMMEND USING THEM!!

Dj M.

STAY AWAY!!! They are lying crooks! Our hot water heater went on Sunday April 3, 2022. We called American Home Shield (AHS) and they contracted with Prime Plumbing Services (PPS). What a nightmare it has been! PPS finally came out on Tuesday April 5th and told us that yes we need a new hot water heater but it needs to be brought up to GA code and we may have out of pocket costs. Days go by and we didn't hear from AHS or PPS, so on Thursday April 7 I call PPS and they tell me that AHS was suppose to let us know about the out of pocket costs. So I asked them how much the out of pocket cost would be and they told us $950!!!! I laughed at them and told them to scratch! I then called AHS, telling them I want to just do the CASH BUY OUT option because I am not giving PPS almost $1000 for getting the hot water heater up to code. FYI we just purchased this house a year ago and it was all up to GA code. AHS stated that we did not have any out of pocket costs and that they were covering all of the costs. So I said well I am not playing these games so lets call PPS together on a conference. So we did that and magically I didn't have to pay the $950! However, now since they weren't able to rob us they couldn't replace the hot water heater until Thursday April 14! Another week we have to wait!!!!! So now that will be almost two weeks of no hot water which is just unacceptable! I have been driving an hour to my parents house to shower my family and washing dishes like its 1883 with boiling hot water! So I call AHS again today Friday April 8th (twice) to tell them I do not want this plumbing company doing the work after reading these horrible reviews. What I am reading is exactly what I am experiencing. I tell AHS again that I want to do the CASH OUT option and the first customer service rep plays completely stupid. So I call again later on and have to explain the whole story for the 100th time. She transfers me to the appliance purchase department (why...idk). Well they can't help bc that is the wrong department...so now I have lost my Sh!t! I have asked three times to speak to a supervisor and I just keep getting transferred around! So now we wait. I will update my review once all is said and done.

Anastasia G.

This company was sent to us by American Home Shield. We looked at Yelp and Google reviews and tried to be optimistic seeing 1 star reviews all around. The first guy Kevin came out, opened the wall and told the leak was coming from bathroom water supply lines and he needed to drill into seal plate. He said we needed to call remediation company to remove molding to get him access. He left without putting plastic over open wall or cleaning the debris. We got remediation company who opened the wall and then called Prime Plumbing Services again. They said the ticket was already closed because Kevin did the service and we needed to call AHS to create a new ticket. We called and AHS dispatched the second guy Anthony, who said the leak was not coming from bathroom water supply lines, he opened ceiling in the garage in a few places and confirmed that no water coming from supply lines. He said he does not know where the leak was coming, and it was not an active leak but a stale water. I tried objecting by saying how come it was so wet, he said well this is how it is, but leave it open for a few days and call my company if you see water. Alas, we saw water! It was coming from upstairs shower. We called Prime Plumbing Services per Anthony's suggestion, they said we need to call AHS first. We did that, and they sent the third guy (can't recall his name), who looked at the leak and agreed it was coming from shower upstairs. He said it may be coming from shower walls (missing grout) or shower drain. He could not confirm without opening the ceiling, but he did not intend on ding so and said he would call in his office (aka Prime Plumbing Services) to send someone who does, who would most likely come tomorrow. Giving our experience, we called AHS in a few hours to check on the notes from his visit. Alas, the ticket was closed with notes that AHS does not cover missing grout (not a single mentioning of possible drain leak). We called AHS and begged not to assign this company to our issue, but that's not how AHS work. So they we'll reach out to Prime Plumbing Services tomorrow to verify the technician notes. In the meantime, this has been ongoing since 3/1, leak is not fixed, wall is open, mold inside confirmed not remediated because the leak is not fixed. Taylor, please do not bother replying to this review as we already talked on the phone and email where I explained our struggle and asked for your assistance. I did appreciate your response, but this company cannot be saved by your customer service. Note to the owner, we did pay $100 for service visit through AHS, if you can at least refund this and advise AHS that you cannot diagnose/fix the leak and they can sign another plumbing company, we'd greatly appreciate it.

Diesha H.

This place is the worst. American Shield is the worst. If you're coming here from American Shield, just cancel your warranty - they have absolutely no plan on assisting you. We've been without hot water for over a month and no one cares. Information is not passed in a timely manner between both parties and they provide contradicting reports. McDonald's has better customer service. Throw the front office,the plumbers, AND the warrant away.

Alexandra B.

If I could give zero stars I would. I wish I read these reviews prior, they all sound familiar. I too was connected with them from American home shield and it took over a day to respond. They came out and did nothing. I asked if they could check crawl space and they wouldn't, which if they had they would have seen leaking sewage under our home. Week later filed again, got set up with them, and they never called. It was an emergency situation and AHS reps nor I could get a hold of them.. and they claim to be """"24-7"""". Mk. Do not trust them

Mark A.

We also were engage with Prime Plumbing via American Home Shield for leaking Shower valves. The tech came out and spent less than 10 mins. total in the house. He fiddled with the shower knobs for a few mins., saw that they were leaking, I stated that the bathroom had been re-done two years ago. The tech stated that they would need to order new valves and as soon as they arrived they would come back out and install them. That's the last I heard from them until I finally called them more than a week later to ask the status of the repair. At that time they said that the 3 valve set up I had was not to code and that code required a single valve with scald protection. I was understandably upset about being blindsided with this news that apparently I would not have known until I called them. When I was surprised that that was the case and that it was not what the tech had told me when he was at the house they said """"Sir, you will not have to pay for it and I need to talk to the tech and then I'll call you back"""". They never called back and I called them again a day later - got a voice mail that said to leave my name and number and they would call back. I never heard back and called again 2 days later on a Thursday. They said at that time they needed to get a estimate from the tech and would email it to me. I never received an email and called them the following Tuesday (4 days later). At that time they said that they were still getting the estimate from the tech. I said, fine - but I'm not paying anything right because it's covered and that's what you said when we talked before. At that time they said that no - you will have to pay as it is not covered under American Home Shield because the valves are not to code. When I asked why they hadn't told me that before they replied that it was not their job to inform the customer using the home warranty - that it was the responsibility of American Home Shield and if I hadn't heard from them - I needed to take it up with them. When I spoke with American Home Shield (a whole different story/issue) they said that Prime Plumbing had said that the reason for the leak was """"Improper installation not to code"""" and that was the reason for denial of claim. Because it was not due to normal wear and tear - but improper installation. That was """"BS"""" as the tech never even looked at the valves - they just turned the water on and off and confirmed they were leaking. The valves weren't improperly installed by the plumber 2 years ago - they just started leaking a few months ago from wear and tear. But somehow the tech could state they were """"improperly installed"""" by simply turning the knobs on and off. And why didn't the Tech tell me when he was there that 3 knob shower valves were no longer under code and would have to be replaced by a single valve!? In addition, when I mentioned on the first call what they would do about the holes in my shower from the 3 valve when they replaced it with a single valve - their response was """"we wouldn't be able to do anything about the holes - just replace the valve"""". Which didn't sound right to me - as there are plenty of 3 valve shower set ups out there and the only thing they would do when called to a job is replace the valve and leave the holes in the shower surround!?