This business has unfortunately turned into the most unreliable plumbing service I've experienced…read moreanywhere. It is a total shame, as I probably spent nearly $4,000 in plumbing services with them, and I won't have my time treated with such disregard any longer. I am a part-time resident in Naples and about a year ago, I needed a water softener installed. I called them for an estimate, they gave me one, and I set up a day for them to come and install. On the day of the appt, I'm waiting all morning for them to come--no one shows. I call the office and they say that they can't come today because of an "emergency." Would have been nice to get a call from them to let me know. I reschedule for the next day, for the afternoon, and again--no show. I call the office and another "emergency" came up. At this point, my flight back home is the next day, I won't be back in town for months, and they offer to come out in the morning to install the water softener. I had to change my flight to the afternoon to make this work. Then when I needed a receipt for the water softener for the insurance claim, I had to follow-up with the owner's son (Jordan) for nearly 2 months to get the paperwork that was promised to me. After numerous calls and text messages not being returned, the owner's father (Don) finally got me the invoice I needed. This bad follow through should have been enough for me to think twice about using them again, but I did anyways because of the good initial impression this company made on me, and I decided to give them another chance because they're a family business. I now needed a cartridge and O-ring replaced on my shower because it was leaking and creating a mold issue since we were part-time residents. I also needed a faucet replaced in the kitchen. I made an appointment with the office and let them know A WEEK IN ADVANCE that I needed to have someone come to my home the following week by Thursday, since I was leaving town on Friday. I called the office probably 3 times to confirm and RE-confirm my appt given the track record of unreliability, and each time I called, I was assured that I would be taken care of on Thursday between 4pm-5pm. Thursday at 4:52pm comes around and I call the office to see if they were still coming, and the receptionist tells me that "we were still before 5pm." Really? So, she calls the plumber (Jordan, one of the owner's sons), and then she calls me back. She tells me that no one is coming out today because of an "emergency." What?!? So, she sees how upset I am based on the history of this company not valuing my time, and she tells me, "well that's how plumbing is" and that I was being "rude," when she kept talking over me and not listening, escalating the situation. I then ask for the owner (Don) to call me back. When he calls, I share with him how my time has been treated with total disregard, now a second time. After he listens, he says that this is peak season and "balls to the wall" so "things come up sometimes." I wasn't born yesterday--they've used this "emergency" card multiple times with me in the past. I have also used other plumbers in FL, and several other states, and have never experienced such unreliability this bad EVER from a plumber. Marco Plumbing (also doing business as Jim Smith Plumbing) has now once again put me in a bad situation because I have a flight the next morning that I cannot change. The owner begrudgingly offers to come out the next morning, but at this point I am really upset, and I need to leave for my flight at 9:10am. Zero trust at this point. I told him--straight up--that I was so hot about this inconvenience that I'm just thinking of writing reviews on Angie's List, Google, etc. about my awful experience. The owner then says that HE's getting mad because I was "threatening him" with the bad reviews. Sorry sir, not a "threat." It is what customers have at their disposal when they are treated well, or treated very poorly, as was the case here. When I first used them years ago to install an outside kitchen faucet, and several spigots, they (Richie, another son of the owner) earned a very good review from me when they were known as Jim Smith Plumbing. They have now fully earned this negative review for screwing me over again. I will never use this company again. Advice from a now former customer--don't take on more business than you can handle, because you end up treating customers very badly. Having appointments honored is the most basic expectation of a customer. We have other things in our lives needing attention besides waiting for a plumber to honor their appointment.
