The company is misrepresenting their hours of operation to be 24 hours. I had my water heater replaced by this company in February and when I had issues with it, I called them thinking that since my new water heater was installed through Prime Plumbing Services, I would be placed as a priority since I would be a continued or repeat customer. The incident began a little after 9 pm on May 31, 2022, the water heater made a loud, howling sound and was able to be heard throughout my house. I called the number that was on my invoice for the water heater when I purchased it. I called around 9:20pm leaving the message and called again to leave them a message with the actual sound the water heater was making and to call me back at any time since they were "24 hours." I also stated that no matter how late, if they could just call and guide me on what to do, I could probably do it over the phone. Then, as another avenue of contact, I emailed them with the email address given to me on my invoice from the water heater installation and left a sound clip of the sound the water heater was making. I did not receive a call that night nor in the morning. My neighbor woke me up at 7:15am on June 1, notifying me that water was gushing out the side of my house and flooding the land between us. When I did speak to them during business hours, I was told that I have to make a claim through American Home Shield (AHS). I made the claim through AHS on the morning of June 1, 2022, I was placed on the schedule for June 3. Everything was fine but Will, the technician, went to the wrong address which had an older couple who did not speak any English. Instead of calling me, he calls back to his company dispatch and has them call me. Will promised that by Monday morning they would have my water heater fixed and that instead of what they thought was wrong (PRC valve) it was the T&P relief valve. So patiently waiting, I never received a call for Monday morning. I again called Prime Plumbing and they say it's not even on the schedule and Will hasn't even called AHS for the approval. They tell me they will call me back Monday afternoon to see or it would be Tuesday. I called AHS to keep them notified and to add a little pressure to fix my water heater because by then it has been 7 days since the problem began. They ended up calling me on Tuesday, June 7th at 4:28pm saying they have me on the schedule for Thursday. I asked Kristie if I had done something incorrectly because this process took way too long and Will had promised Monday morning. She said "no" and that they had been backed up and short staffed which I understand. Finally, on Thursday morning of June 9th, my problem was fixed. John was the technician on that day and he stated that Will, the technician from Friday, misdiagnosed the problem and that error led to me being without water for so long. It was actually the PRC valve and Will should have been able to correct the problem when he came out. He even took a photo of the water heater pipes back to the office and John stated that he noticed it even then that it was a new water heater (that Prime Plumbing installed) and that it was the original problem stated. John was highly competent and I really wish they had sent him on Friday, then I would not have to be doing all this. John even stated that the faulty valve could have been taken out when they installed the new water heater unit back in February since it wasn't needed anymore because there is this other container they installed above the water heater. I would have never had this problem in the first place. In conclusion, Prime Plumbing Services states they are "24 hours" and never responded to my calls and messages or my email with sound clip from the night of May 31, 2022 when the malfunction began. They never even acknowledged that I left those messages or emails when you talk to anyone in there. They just ignore the comment as if I am not saying anything at all. When you call the company, it states they will be recording all calls and if you don't like being recorded to "hang up." I have records of my calls and my emails sent with time stamps. If they would have just called me back, it could have staved off an exorbitant water bill that I know is eminent. My water bill averages about $45 dollars but the next bill, I know, will be astronomically high, especially with water running from around 9:15pm to around 7:30am the next morning. The only way I can see this company rectifying this situation is paying any part of the water bill in excess of $45 (which is the average).

DO NOT USE PRIME PLUMBING!!! they have the worst customer service I've ever experienced. 5 weeks ago they came to the house to fix the disposal and said I needed a new one. We were remodeling our kitchen so they told me to call them when it was finished so they could install the disposal. When I called to set up the installation, they said they had to order the disposal and it would be 5-10 days before it arrived (why didn't they already order it knowing it was going to be installed?). When I called a week later, I was told it was still on order and that they would send me a tracking number because the disposal was sent to my house. They never sent the tracking number. The following week when I called they said they were still waiting and would call me once they spoke to the technician (she said she would call me in an hour and a half). No call. When I asked the home warranty company to get involved, they were rude to them too (they actually hung up on the home warranty company). When I called yesterday, she put me on hold and then hung up on me while once again "checking" with the technician. Once again, no call back, no follow up. When I called today, they said they needed to check with the technician and would get back to me. Sound familiar? I'm not sure how this company is still in business. Judging by the other reviews, I can see I'm not the only one they've treated this way.