Privacy Policy

Last updated: January 2026. PrimeLine Appliance Services ("we," "our," "us") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains what information we collect, how we use it, who we share it with, how long we keep it, and the choices you have. It applies to this website, our phone and SMS dispatch lines, and every in-home appliance repair visit we perform.

Information we collect from customers

When you call, text, email, chat, or submit a form to book service, we collect your name, phone number, service address, the appliance brand and model, a description of the symptom, and any photos or videos you choose to share. During the visit, our technician records what was diagnosed, the parts installed, and the labor performed. If you pay by card or ACH, the payment processor collects the financial details — we receive only the last four digits of the card and a confirmation token, never the full card number.

Information we collect from the website

Our site uses essential cookies for session management and a privacy-respecting analytics tool that records page views, referral source, device class, and approximate city-level location based on IP. We do not run third-party advertising trackers, we do not build cross-site behavioral profiles, and we do not sell or rent any analytics data. You can disable analytics in your browser's Do Not Track or Global Privacy Control settings and the site will continue to work normally.

How we use your information

We use your information to (1) schedule and complete your repair, (2) dispatch the right technician with the right parts, (3) send appointment confirmations and arrival-window reminders, (4) follow up on workmanship quality, (5) process payment and issue receipts, (6) honor our workmanship warranty, and (7) comply with tax, accounting, and consumer-protection laws. We do not use your information for unrelated marketing without an explicit opt-in.

Who we share information with

We share limited information with: the technician assigned to your job, parts distributors when ordering a specific component for your appliance, our payment processor for the transaction, and law enforcement when compelled by a valid subpoena or court order. We never sell or rent your personal information to data brokers, advertisers, or any other third party.

Data retention

Service records are retained for the longer of (a) seven years to comply with tax and accounting laws or (b) the duration of any applicable workmanship warranty. Marketing opt-in records are retained until you opt out. Website analytics are retained in aggregate form only after 24 months. You may request earlier deletion of records that are not required by law.

Your rights & choices

Depending on where you live, you may have the right to access, correct, port, or delete the personal information we hold about you, and to opt out of any "sale" or "share" of your information (we do neither). To exercise any of these rights, call us at (626) 618-8360 or email our office. We respond to verified requests within 30 days and never charge a fee for the first request in any 12-month period.

Children's privacy

Our services and website are intended for adults arranging service for a residence or business. We do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, contact us and we will delete it promptly.

Security

We use encryption in transit (HTTPS), encrypted backups, role-based access controls, and least-privilege accounts to protect your information. No system is perfectly secure; we will notify affected customers and the appropriate regulators promptly in the unlikely event of a breach involving your personal information, in accordance with applicable law.

Updates to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top reflects the current version. Material changes are communicated to active customers by email or phone and posted prominently on this page for at least 30 days before taking effect.

Contact

For privacy questions, requests, or complaints, call (626) 618-8360 and ask for the privacy officer. Written inquiries receive a response within two business days.