After jumping through hoops to find a plumber to replace my water heater, I was disappointed to find that my plumbing issues were not resolved. (The previous plumber insisted that the water heater was "guaranteed" the issue.) After spending about $6k replacing my solar water heater, I was a bit dubious about going with the same company despite having worked with them before, so I did some research and came across Maui Plumbing (referred to as MP from here on out.)
I scheduled an appointment with MP to get an estimate for the repairs, and I was impressed by how friendly and efficient the man I spoke to on the phone was. He promptly scheduled an estimate and assured me that the tech would call the next day to give me an idea of when they would be stopping by. True to his word, they did and I was impressed by their efficiency and consideration. Dan came by to inspect what all was going on with my plumbing and he gave me two options--either completely replace my incoming pipes or do a partial replacement. I received estimates for both options, which cost me nothing. (I've had plumbers charge me just for coming out, so I was really, really happy about getting the estimate for free.)
The estimates I received from MP were not only hundreds of dollars less than what their competition quoted me, but the turnaround time was quicker. Despite not having worked with them before, my husband instinctively trusted Dan and felt that MP was more transparent about what needed to be done, so he encouraged me to choose them.
After a couple of months of deliberation and saving, I decided to replace all the incoming pipes and tried to contact the office via e-mail. I didn't hear back, so I followed up again and eventually received a call from them asking me to e-mail them, which was a little confusing, but worked out all right in the end as we worked things out and scheduled a date for work to begin. On the first day, Dan came by with John and his apprentice, whose name I didn't catch, to reiterate what was going to be done and how long the work would take.
With a team of two men (John and his apprentice) working on replacing all our incoming hot and cold water pipes, they were able to finish in just TWO DAYS! Not only that, but the work they did was very impressive and clean. They had to cut into the wall behind the bathroom to replace the pipes but they did it in a careful way that made patching it up a quick and easy job. They went out of their way to treat our things as if they were their own and carefully moved them.
Dan, John, and MP are miracle workers. There are really not enough nice things I can say about them. I can recommend MP wholeheartedly, without any reservations.
That being said, you may be wondering why this isn't a 5-star review. It's because of their office person, Lori. After MP started the job, their office realized they hadn't collected our deposit. My husband called them to discuss it and asked if we could stop by the office with a check because we weren't comfortable giving our credit card information over the phone. Lori sounded a bit off-put by his suggestion but eventually agreed to it. He then asked what the exact amount would be needed for the deposit, and she answered: "Didn't you receive an invoice?" We agreed that we *did* receive an invoice but wanted to know how much the deposit was. (We assumed it was 50% of the cost but wanted to confirm since we had to go to the bank to get a cashier's check.) After a lot of unhelpful back-and-forths, my husband asked her to send us an e-mail with the exact amount in it, which she agreed to do. Minutes later, I receive an e-mail with the estimate that I already had (not what we asked for), so I replied saying that wasn't what we asked for but thanks anyway. To their credit, someone else (Angela) replied to my e-mail and apologized for the mistake. When we were at the bank, my husband had to call the office again and ask for the amount. Thankfully, we figured it out and I was able to get the cashier's check for the correct amount.
Lori turned out to be very nice and accommodating in person, and explained that the issue with invoicing and e-mail has to do with their backend. (Which doesn't make sense, all she had to do was open up Outlook, write a new e-mail with "Your deposit is $X" or even just tell us on the phone what the percentage was...) This is just speculation, but I suspect she's just not good at communicating via e-mail and over the phone.
I feel bad knocking off a star, but the fact of the matter is that we were turned off by her lack customer service. I'm sure she's a wonderful person and perhaps with the exclusion of communicating with customers, she is likely really great at her job but If I hadn't gone into the office I would never have known that she is actually a pleasant person.
To summarize: I highly recommend MP. Their customer service might seem poor at times but I chalk it up to miscommunication. read more
