PRIME MASTER APPLIANCE

I don’t understand how home warranty companies keep using this company for service. The customer service is horrendous. The employees are rude, and demonstrate a huge lack of knowledge. They blame things on Nest devices and yet somehow state they don’t work with Nest devices. How can you diagnose Nest as an issue if you don’t work with Nest devices? They didn’t even bother to check my HVAC unit itself bc they said right off the bat that it’s the Nest (even though they don’t work with Nest but somehow they know the problem is the Nest). The very least they could do is rule out that it isn’t the HVAC system by actually looking at the HVAC unit. Here’s my review from Yelp: This company and its employees are a joke. They came and didn't look at the HVAC unit at all. They saw a Nest and said "we don't work with Nest" and so they can't look at the HVAC unit if it's a Nest issue. They say they don't work with Nests but somehow know it's a Nest issue. I have two separate Nests for the same condo and they are swapped, they both work fine in the hallway but the one in the bedroom will cause both Nests to display "No Power." I was told the entire Nest unit should be replaced. I asked if it's just a wiring issue as I was told then can the plate where the wiring goes just be replaced. He said no the whole unit. I checked the Nest's wiring info, it said it detects all the wires. So I'm just not clear how it is a wiring issue when it's been like that ever since it was installed and the Nest itself says wires are all detected. I asked what if I replace the whole unit and it doesn't fix it, considering they didn't check anything regarding the HVAC system itself. He said he's not God and can't guarantee. So I said will you reimburse the cost of the Nest if it doesn't work? He said I should stop asking stupid questions and hung up on me. Every time l called back I was hung up on. Somebody else picked up a 3rd time I called and told me the same things and refused to get me to a manager who was apparently on a call. Whether that's true or not I didn't get an option to speak with a manager sooner or later. This is the most useless company l've ever spoken with. Don't ever question them or else you'll get horrible customer service, and apparently a lack of knowledge. They couldn't even explain the problem properly so I could understand exactly what I'm dealing with. Just saying "it's the Nest" didn't make sense to me considering they work fine connected to an entire other Nest connection in the same unit. Then explain it properly and be able to back up why replacing with a brand new Nest would actually fix the problem. Instead when I asked "what will guarantee replacing the Nest will work" (because this is a sudden issue and we haven't had a problem with it since it's been installed a long time until now) and the answer was "because you will have a new Nest." Does not answer the question at all. Useless. Had to get home warranty involved after the unpleasant exchange with this company and kindly assigned a much better rated company to come out tomorrow.

We had just filled up with freon 10 months ago, and upon their visit Prime Master Appliance told us we needed more because it was simply low. I wasn't home at the time and called to find out why it was leaking/low. They called back and said it was because we had a Nest Thermostat and they don't service Nest. About 2 hours after they left the AC stopped working again. They blamed the Nest. We bought a new one same day and had it installed. It is not the thermostat. I am going to request that American Home Shield take them off their provider list, they are unable to fix HVAC units and are unprofessional as another reviewer accurately stated.

Prime Master has come out to our house per America Home Shield dispatch 4 times to fix a leaking AC Unit and it still leaked...they finally blamed it on a main line blockage and stated a plumber is needed. The plumber inspection stated the plumbing is fine and not the cause. Prime Master advised American Home Shield that nothing is wrong with my AC it's working perfect. I called Prime Master and advised them what the plumber reported and their supervisor said "the plumber is an idiot!" That is not professional for the vendor to say that nor was the vendor condescending attitude acceptable...this is my experience with Prime Master! And my AC is still leaking!

PrimeMaster, the vendor for the home warranty service, were supposed to replace the A/C unit and heating unit. The had to come to the house three times to get it correct, they did not have their work inspected per contract, they did not install to code. I had to call the city inspector and call them repeatedly to get the work done. A vendor should do the work correctly and know the housing code.