Updated 1-14-2016. Additions at bottom
This place just did nothing but waste my time. I contacted them on December 21's to have them fix my dryer. They were able to send someone out on the 23rd. To show up onsite, there was a $60 charge, and they would see what they could do to fix it. The $60 would apply to the repair cost. I agreed to that.
The guy was a little late, but that is forgivable. However, he didnt even bother to look at my dryer. All he did was pull out his cell phone and take a picture of the label inside. Then he told me he'd get back to me. Thats it??? If they needed the label from the dryer, why didnt they just ask me to send that to them?
He told me they would have to order the parts (again, why didnt you ask me to send you the label? I could have saved you a trip.). He promised me he would contact me either end of day, or the following day with a price. Now I am reasonable, and realized this was right next to a holiday. So when I didnt get a call before Christmas, I didnt sweat it.
I called them the following Monday. They said they'd get back to me. I called Tuesday, they said theyd get back to me. I called Wednesday and this time I vented my frustration. They apologized and promised me a call later that day with a price. They did call me back, but only to tell me they didnt have the price yet. They called me Thursday (we're now over a week since the initial visit) to let me know the price would be around $300. I agreed to that. They said they would order the parts overnight. They expected delivery Monday, or Tuesday at the latest.
Guess what guys; Its Thursday, I have never heard from them since. We're now over two weeks out since the guy came to my house to take a picture of the label on my dryer. I'm no closer to having my dryer fixed than I was when I called on Monday the 21st.
The only silver lining is they have not even charged me the $60. They're so bad at keeping track of their customers that they didnt even bother put the initial visit charge on my credit card. At this point they would be wise not to. If they do, I will be disputing the charge through my credit card company. I'm done waiting my time, and I'm done being blown off. I'll find another company.
Updates
Immediately after writing this review I reached out to a different company. They were onsite the very next day. Unlike the tech that was sent from Primo, this gentleman actually opened the machine up. It took less than 10 minutes for them to find the problem. Something had been sucked in to the blower, and threw the balance off. They cleaned the item out, and gave it an overall clean out. Total charge was $150
This is a stark contrast to what Primo did. They sent a tech out who did nothing except state I needed to buy a maintenance kit which would cost ~$300. Had the person of opened the front of the dryer, they would have spotted the actual problem.
I made this update because of the owners reply to my posting. The day after this post went live, they reached out to me. They had been promising me a call for weeks, which never came. But my post went up and they decided that was a good time to call. They have repeatedly talked about this kit that needed to be ordered. But as you can see, I never needed a kit at all. They're tech was lazy, and they wasted almost 3 weeks of my time for nothing. And yet they still want me to have this kit installed that is not needed.
Furthermore, they have specifically asked me to take down the bad post in exchange for money. They called me no less than 5 times to harass me in to taking down the post. I have refused, and will continue to do so. I still have a copy of the voicemails they left where they asked me to remove the post in exchange for cash.
They're a bad business. Dont deal with them. I can't believe they replied to my post to try to reframe the situation. read more
