Reviews

Review Details

• Review fromTom M

  Date: 05/25/2023

  1 star
  What a terrible company. Like many have already mentioned, Prime came out to my house after I contacted American Home Shield. In my case, I had some leaking water supply lines to two bathroom faucets. The technician took a look and said hed need to report back to the office with his diagnosis to see what AHS would cover. Id hear back within 24 hours. The next day, *** tells me that Im going to need pipe modifications to fix the leaks, and thats not covered. Theyll cover the angle valves and thats it. They cant even tell me I will have new water supply lines included. But Im going to need to pay Prime $120 per faucet for the mods, $240 total. OK, so I call Prime, and its all of a sudden $480 total, not $240. When I ask for a work order showing the estimate, whats included, the warranty, etc., she tells me that they dont warranty the work and dont have a written diagnosis for detailed estimate. Supposedly, all of their communications with AHS are verbal only. I can get that info from AHS. The reason they dont warrant the work? Im not THEIR customer; Im AHSs customer. (Even though I pay *************************** then tells me that their $240 cost has indeed ballooned $480, and that they also cant send me a detailed estimate. They can MAIL it to me and I can wait a week to get it, all the while my pipes will keep leaking. *** also tells me theres no warranty for the work. I have 30 days to recall them, but after that its another $125 service fee. I get the distinct impression that AHS and Prime deliberately make it tough to do work so that Ill go somewhere else, have nothing to compare other estimates to, and/or choose them for the work and later find out they have no responsibility if theres an issue. Based on the fact that Prime could not give me a detailed estimate and wont warrant their work, Im giving them the lowest rating I possibly can.

• Review fromTrevor T

  Date: 05/04/2023

  1 star
  American Home Shield had prime come out to look at our water heater. Plumber looked around for less than 30 seconds and said well be in touch. *** calls and tells us they will not cover as the plumber said it was a pre-existing condition without verifying or even asking.

• Review fromJerry P

  Date: 04/17/2023

  1 star
  They are terrible. They sent a plumber to our home. He twisted a hose bib so hard with a pipe wrench that the pipe in the wall behind it broke, causing a stream of water into the wall. We did not realize it for 27 hours, when our wood floors started to come up. We called their emergency numer 3 times, begging them to come and help us. No response. Had we not gotten a contractor there immedicately, all the floors in our home would have been destroyed. The damage is now $20,000 and tons of grief. Worst people I have ever done business with.

• Review fromKJ S

  Date: 04/05/2023

  1 star
  Run!! This company is not legit. We waited hours for a service call and received a message that the technician was on the way. Literally one minute later the company called and said the technician could no longer come out due to an emergency. ***********, but life happens, I get it. They showed little concern, were very nonchalant, and said they could not send out another tech until the next day despite their 24/7 availability claim. I asked them basic questions and the call kept getting "disconnected" so I had a family member call from their phone while I called from mine due to the long hold times. They threatened to report me to the police for harrassment because we called from different phones trying to reach them after the calls "dropped"?? Wow, customer ********************** in 2023 is a trip. A bit of empathy would've gone a long way. The reviews speak for themselves.

• Review fromVincent M

  Date: 02/16/2023

  5 stars
  **** and crew were outstanding! They were extremely professional, detailed and outgoing.

• Review fromDenise BBB J.

  Date: 02/15/2023

  1 star
  AHS, the worst homeowner warranty company you can have. They contract Prime Plumbing and I see why; they both are horrible! I had an appointment scheduled between 10 am - 1 pm on a Friday, I called to verify my appt a little after 11am. They stated the plumber was having issues at his current location, and they have until 1. Well, it's 1:13pm and I call for an update, they stated, he was still having an issue at his current job, & this is the plumbing business, so it happens. Offered no compassion for it being the dead of *********** have no hot water at all in the home. I was old I would get a status call soon, well, that never happened. I called repeatedly w/ AHS and now no one is answering, although they lied and said they would be there until 6. Not one person was able to reach their tech! Not one person would he answer a call for? I asked what they did in instance such as this, as unsympathetic as she could be she says, this is the plumbing business and things happen. Well, I guess Prime Plumbing doesn't care about customer review or how your company is viewed, I asked. Ma'am, we have ************ and the other one is clear across Georgia, was her response. I asked to speak to someone that would offer me a solution, I was told, you can speak to anyone else, but you'll get the same response. I did receive a call on Monday from Prime asking me what day I'd like to reschedule. What a joke! As if I would let you all do anything for me, especially when I have an out-of-pocket expense over $1100. Of which I asked her to send me an itemized invoice for. She stated they didn't have an invoice, but she could email me the pricing breakdown. That was Monday, and I'm still waiting, I knew it would never come. What AHS is being allowed to do with such horrendous companies such as Prime should be a crime. How Prime is still in business is the real question. Horrible, horrible company!

• Review fromSonny C

  Date: 01/06/2023

  1 star
  Prime plumbing is a scam . Never use this company. Better Business or someone need to remove their business license. How *********************** continue to use them as a contractor is beyond me. Both these companies are going to be sued eventually.

• Review fromItzhak s

  Date: 11/19/2022

  1 star
  Company was hired to replace the hot water tank, First American warranty requested an estimate which had received. Our participation for the repair about $1200. Plumbing company did not obtain a permit is required by the city of ***** Spring which had forced us to obtain the permit and get the work performed inspected by the city inspector. Work was not performed as promised, contractor used old parts work is not up to the code requirement. Severe damage in the workplace in the area by *****************. twice before considering his company for any plumbing work.

• Review fromCarmela H

  Date: 11/18/2022

  5 stars
  8-21-22 Service guy was quick an efficient! He identified and corrected my issue with the leaky toilet in my half bathroom, and repaired a leak under my kitchen sink. I was very happy with the services that were rendered. I requested them via AHS to come back today 11-18-2022 about another issue, which is different.

• Review fromTrish A

  Date: 11/16/2022

  5 stars
  AHS sent out for leaking faucet. Technicians was very nice and did great work. My neighbor also used them and had a great experience.