As you can see from my prior review, my earlier experiences with SMART Plumbing have been happy, and they became my go-to plumber. This week they trashed all that goodwill, and I'm genuinely shocked. I called Thursday morning about a stopped-up kitchen drain. The very polite, British-sounding man who took my information (possibly an outside phone message service) said he would pass it along and asked me to text a photo of the problem, which I immediately did. Then... silence. Usually they're pretty fast about getting back to me, even if it's to say they won't be able to come out for a day or two. So on Friday morning I called again. The same polite gentleman again promised to relay the message, and to tell them this was my second call. Then... more silence. In desperation, that afternoon I went onto their website and used the chat feature. Here, someone did respond, telling me that they had no plumbers at present and were trying to hire someone, but for now "we're at a standstill." I apparently would never have known this without using the online chat. So far as I can tell, I would have been left dangling indefinitely. When I asked why they couldn't have their phone answerer tell people they are temporarily not booking jobs due to staffing issues, the person chatting -- definitely a live person, not a bot -- had no answer other than an apology and a "mahalo for your past business." Come on folks, this is ridiculous. It ALWAYS works better to tell people the truth. I may try them again sometime, but not for a while. read more

Strange business service. Wanted all my information but could not even just get a quote to replace my water heater. Seems to be banking on homeowners desperation vs. Proactive repairs and replacements. Very strange! read more

SMART Plumbing is the Best Choice Ever I've used SMART Plumbing multiple times. First, I had no hot water for our large family. Responsive, capable, and nice. Jeff was the first on scene to get hot water working ASAP. Then Sebastian came in to solve a more complex issue to reconnect my solar panels with a special valve so at night the water didn't turn cold. The solution has held for years. Given my confidence in RosaLei's team, I asked them to remove my tub and shower combo to replace with a special order walk-in tub so my 91 year old Mom could safely shower each day after she moved in when my Dad died. Sebastian worked with the manufacture to get special permission to do the work for us. The quality, beauty and functionality of what RosaLei and her team accomplished was extraordinary. Going on one year, I give thanks daily for what they did for us. I trust them completely for all plumbing jobs. Plus they are really good people who care, listen and communicate well. Bless this team for what you've done for our family. read more

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This is my second transaction with Smart Plumbing and once again they came through with flying colors. RosaLei promptly returned my call the next day after I reported the problem with my bathroom drain. Plumber Kaden called ahead to give me an ETA time at my condo. He replaced the toilet handle while Jeff examined the bathroom drain. Both made the repairs in record time. What I like most is that Smart Plumbing is a female-owned business. Very impressive, RosaLei. Mahalo! read more

In checking back through my records, I couldn't find where Smart Plumbing advertised 25 hour service, but it's possible that their advertising was changed after the fact. It's a moot point in any case. Not sure what number they called, but I received no text or voicemail messages from Smart. A service company like this should offer 24 hour service, end of story. read more

Smart Plumbing came highly recommended from a fellow mom in a facebook group. Everything was great with the first round. I had issues with my water heater, they sent two guys around who looked up my issues and found a solution. They went above and beyond too, fixing small issues with the sink. But then, about 10 days later, my hot water wouldn't go on. I called them again. This time, Gabriel - who was really, really nice - came around for an estimate. Relying on what the previous guys said, he didn't even open the water heater; he just checked lines. etc. He said I'd be put on high priority, even though pieces in my place would need permits. I'd be on high priority because I'm a single mom with 3 little kids and my mom who is elderly and sick is also staying with me, and the water was COLD. So, 5 days later, still nothing from them in terms of an estimate - total silence. I wrote and asked if the estimate was coming, we were all waiting for it. They said it was a complicated bid they were overwhelmed with work. I said ok, and that I had my little kids and mom taking the freezing showers and washing dishes in cold water, we'd really appreciate it, thanks. They said sure, then 5 days later, contact me to ask me if I STILL WANTED THE BID. I was furious. I'd been waiting 10 days for... what? Since I had a feeling at that point they were not going to pull through, I contacted another plumber who came and opened my heating box and found the switches were incorrectly flipped. THAT WAS ALL. Hot water back on. A couple of days later, Smart Plumbing contacted me to say they were still working on the bid, did I really want it, etc. I wrote back and told them how disappointed I was in their communication. I trusted them and I really liked them and it actually hurt that they just left me like that, when I really needed help. They did not respond, not even to apologize. So... yes, they can be great. Yes, I do think they have a lot of expertise. But that was a simple issue and they made a mountain out of it and left me when it seemed too hard for them to handle. read more

Made an appointment with Lance Matsumoto three weeks out. All through email and felt confident. The day of appointment no one would have come if it wasn't for us calling to remind them. They did us a favor of getting plumbers to honor our appointment. However, extremely poor appointment retention that left a bad taste. We give ourselves 5 stars for having to ask a business to honor their commitment. Felt confident with their assessment of our malfunctioning solar water heater. read more

Called last minute and got someone on the phone right away. Made an emergency appointment for the next morning. Was quoted $160/hr for emergency calls. Prepaid the drive time over the phone. Plumber arrived on time and was professional. Cleared my blocked drain in 40min. HOWEVER, when it came time to pay the bill, there was $45 charge for use of the snake and $15 charge for protective gear. This was never quoted over the phone. Good service, just make sure you know what you are paying for. read more

Gabriel and Akahi were at our house almost every day for two weeks. Gabriel suggested we replace all the plumbing because of a constellation of problems such as a leaky sewage pipe, wrong size pipe connected to hot water heater, a recent burst pipe, high pressure coming into house, 60+ year old galvanized pipes, poor arrangement of pipes related to addition, leak under a concrete slab in one portion of the house, poor hot water pressure to bathtub and kitchen sink. As work progressed, it was discovered that my neighbors sewage connected into my sewage line! Yikes! He has a type of fiber optic scope camera that allows him to see where pipes go which was handy and saved some time. Gabriel's time and $ estimate were accurate. He was grace personified under pressure during some unexpected events during the job, including an incoming ballistic missile false alarm! He kept us informed each step of the process. He and Akahi are very professional. read more

Gabriel is a pro at what he does. If you need a plumber I highly recommend Smart Plumbing Hawaii. They got me out of 1 jam and I've already scheduled their services for another job. Lei has great communication on the office side and they make a great team. #2 Another job well done. My expectations were exceeded! Thank you for being the professional team I can count on. They are the #SMART choice for your #plumbing needs in #Hawaii. Here we are again. Kitchen sink leaking and when my tenant sent me pictures of buckets catching the water underneath I knew I needed to contact Gabriel and Lei to get on the schedule for repair. Smart Plumbing Hawaii continues to exceed my expectations. Professional, courteous and fair are words that describe the team at Smart Plumbing Hawaii. I will continue to utilize their services for my rental property and encourage other landlords to take a look at Smart Plumbing Hawaii as their go to plumber. Thank you again Smart Plumbing Hawaii for a job well done. Until the next time....... read more

We have used Smart Plumbing Hawaii's services several times. We have been beyond satisfied each time. This last instance was for a large project; replacing stolen plumbing items from a foreclosed home we bought. It was a complicated job, due to the bank's complicated renovation loan requirements. Lei, who runs the office, made the administrative end happen smoothly. Gabriel came out and took the time to do the job right. He made sure that I was happy with where the items were placed, and educated me about how to service them in the future. The install looks great, and even the bank's inspector was quite impressed with his work. read more

SMART Plumbing Hawaii - Plumbing Near Me - Hilo, Hawaii

We've used SMART Plumbing Hawaii a few times now, and I hesitated to leave a review until now- on the off chance that the stellar service I received was a fluke. I can now confidently say that SMART Plumbing Hawaii has consistently exceeded our expectations each time we've used them. Scheduling service was easy both on their website and over the phone, and sending pictures of the problem ahead of the call so the technician was prepared for service is ingenious. The customer service has been impeccable, plus you can pay with a credit card on the spot! Pricing is lower than what I'd been paying with another plumber and the service has been better- that's a win-win in my mind and wallet. read more

I had a plumbing emergency - and of course, it occurred just a couple days before I was headed to the mainland. Respectfully, I cannot believe that last reviewer could have been talking about Gabriel and his business. I was contacted right away after sending them out my SOS. Because this happened just before a weekend, I was frantic to get the problem taken care of. Gabriel's friendly wife spoke to me twice on the phone during her personal time off. They listened to what was going on and assured me that he would do his best to come out Monday, despite his busy schedule. He did indeed come out. He is a kind, patient and friendly man and had the entire disgusting problem sorted in less than two hours. I expected to be charged a lot of money - instead, he handed me a bill for $147. WOW! I am a home owner and a business woman here in Hilo. For me to say that I was impressed with Smart Plumbing is really saying a lot. I will never call anyone else for my plumbing needs and I will be sure to be passing his business cards around to my friends and associates. My sincerest thanks to both of you for taking such great care of me! read more

From start to finish, we had an amazingly smooth and delightful plumbing experience! Smart Plumbing Hawaii was: Prompt * Professional * Knowledgeable * Friendly * Fast. Every interaction we had, whether it was in-person, on the phone, or by email was handled with excellent customer service. They were always on-time, and any follow-up questions I had were answered quickly. Smart Plumbing Hawaii is family run business done right! Thanks Lei + Gabe you are the greatest! OUR STORY... We saw their truck driving around town, wrote down their name and went online to check them out. We found their great website, which answered most of our questions, so we shot them an email to see if they were up to tackling our unusual project. We bought a TOTO model: TMF47 (Japanese Bath/Shower combo with tub filler + thermostat) while we were in Japan and needed it installed. Most plumbers we talked to had never seen one, and were hesitant to help us. (And, of course all the specs + instructions were in Japanese). After a few emails and pictures, Gabe was willing to take a look at our bathroom and our new TOTO bath/shower combo, to see if it was possible. It was, and a week later our new faucet was installed and working like a dream! It is so much more fun to take a bath + shower now! We will absolutely do business with them again in the future and would whole heartedly recommend them to friends & family. We look forward to calling them again when we install our dishwasher and upgrade our other bathroom. Smart Plumbing Hawaii is a true pleasure to do business with and a real asset to the Islands! With Warmest Aloha! D + A read more

***Re: Response to Rosalei of Smart Plumbing Comment Below*** Stay very far away from this business. 1. Very shady business practices with lots of unspoken fees and charges 2. After ***FIVE MONTHS*** still no resolution to my plumbing problems 3. Unprofessional customer service (Lance) 4. Horrible communication, very little follow-up 5. Undisclosed protective gear charges (who does this?) The owner Gabriel came to our house to re-diagnose our home after 2.5 months from the first diagnosis which we paid approx $600 for 4 hours of work for. Still no solution. Then a month later they requested we pay $125 for them to do the research for the parts that they were going to up-charge us 30% for and not disclose that initially. A business should not have to be paid for "research" if they are professional at what they do. If they can't do the job, they should just admit they don't have the skill or competence to do the job (that includes being able to SOURCE the parts). Money was not the issue with us, the principal of the matter was all 5 issues above. These people will string you along for the ride of your life. Stay away and don't do business with them. ANSWER #1: It doesn't matter what most of your customers say when it comes to our specific situation and dealings with you and your staff. We have not engaged in any libel as per the definition provided below. We have always stuck to facts and have the recordings and writings to prove the things we claim are true. What do you expect us to write in a review? A good review when we had a horribly bad experience? Google definition of libel: a published false statement that is damaging to a person's reputation ANSWER #2: Good. So you admit that you folks failed to deliver quality service to us. Mistakes were made, yes. You apologized yes. The reality is your apologies doesn't replace the time lost waiting and being taken through the ringer of hidden fees, bad communication, and as you would put it "dropping the ball". Just because you apologize doesn't make the situation automatically made RIGHT. You being short staffed is not our problem. If you folks were correctly implementing these improvements and adjustments to customer service then the bad reviews from the past years and those specific topics would not be a problem anymore. Hence a failed execution. ANSWER #3: If that review does exist (which I do not remember) saying good things about you folks, that was previous to the last 6-7 months of failed plumbing service and communication on your company's part. Irrelevant to bring up the past when it is superseded by the future events that eclipse the past. You asked us to provide you with what we wanted to be done and we made a list for you. Then you proceeded to attempt to try to change the narrative by insinuating that it was "FAIR" that we take down the review stating that your business operates in a "SHADY" way. Just because you refunded the $600+ fee to just look at our plumbing doesn't undo the fact that your business has operated in a shady way of hidden "protective gear" and "up-charging parts" fees etc. THE ONLY REASON WE GOT A REFUND IS BECAUSE I WROTE YOU A DETAILED EMAIL CALLING YOU OUT ON THE FACT THAT YOU WANTED TO CUT TIES WITH US AS CUSTOMERS AND PREVIOUS TO THAT YOU WERE SO QUICK TO TAKE LANCE'S WORD AS TRUTH WITHOUT EVEN SPEAKING TO US. THAT EMAIL HAS BEEN DOCUMENTED. IT WAS ONLY AFTER MY EMAIL TO YOU THAT YOU BEGAN TO BACK PEDAL AND THEN OFFERING UP A REFUND THAT WE NEVER ASKED FOR. ANSWER #4: Just because we don't respond to you when you want us to doesn't mean we are at fault for creating any friction. The very first email regarding fixture replacement you speak of (assuming it was prior to July 2019) we never received. The very first actual quote we got was the first week of July 2019 in which there were no specific fixture pictures/model#/size/etc. Just a price. Then we got that email from you with the links and pictures and prices to the fixtures (the first email we ever received with actual fixtures to make a selection from). We live in 2019, the technology we have allows us to record. Get over it. I've offered to give you copies of these recordings which you never took me up on. Hawaii recording law stipulates that it is a one-party consent state. Yes we have the right.  To us it is a glaring red flag that you would have issue with us recording you or your employees or the owners. Anyone who operates in a truthful manner would have no problem with being recorded. We have done nothing to smear your reputation. All we have done is present the facts as we have evidence to back them up with. We have made it a habit for some time to record all interactions on our property. We have to keep people like you accountable. And we are glad we did. ...Continued ...See Bria808 K's review... read more

I just can't say enough about Gabriel and Lei. I have a rental in Hilo and had a call from the lady I have clean it between guests. She informed me a bathroom sink was plugged and the drain was leaking. I told her not to panic and said I'd call a plumber. I called six companies and wasn't having any luck until I called Smart Plumbing. Gabriel called me and said his wife Lei would call me back and assured me her husband would look @ the problem that day. Sure enough he did and quickly repaired the leak and cleared the drain. All this happened after 3pm on a Friday night. You can imagine my relief in light of the fact I was on the mainland @ the time and had clients checking in the very next day. I will recommend these professionals to everyone. Thank you Smart Plumbing. read more

I really appreciated everything about this company - from the customer service when I called to schedule, to the prompt appt time, to the reminder calls and efficient work on site. The charges were within the expected/quoted range - even better actually. I will definitely be using SMART Plumbing for our future plumbing needs. read more

An excellent and professional company with some very nice employees. We scheduled our initial appointment online, then Lance called and was able to move our appointment to an earlier time. Gabriel arrived on time, quickly identified a few fairly serious plumbing issues in our new (to us) house, and recommended how they be dealt with. He worked quickly, cleaned up afterwards, and was sweet and friendly throughout. In the end, we received an itemized receipt and were able to pay by credit card (yay)! Their charges are currently $96/hour or $24 for each 15 minute increment. Can't wait for another plumbing emergency so we can work with these guys again! Not really. But it's good to know we have someone we can rely on when an emergency strikes. read more

Good work but would not return to finish the job. Lance (office manager) argued with me on the phone when I called to explain how the Solar Installation was not working since they installed the water heater panels. The owner was scheduled to come out after I called to complain 3 times but did not show up. Unreliable and expensive too...Not very 'SMART'! Thomas Murphy, Laupahoehoe, HI 96764 read more

I'm going to make my review simple short and to the point. I called them Monday morning and they came out that day! If your looking for a good plumber that's honest, knows his business and a very fair price look no further if you need a plumber just call Smart Plumbing! Yes I also read all reviews good and not so good. Thank you Smart plumbing!!!! read more

Needed water heater replaced. Not sure who to call, noticed excellent ratings on yelp. They did not disappoint. Will definitely use them again for future plumbing needs. Prompt and friendly service. read more

Ekahi did an excellent job replacing a toilet, and a diverter in bathtub. Thank you!

A true gem of a small business on the Big Island. Fast, professional, easy to schedule, and very cost effective. They are now my go to plumber and who I will recommend to everyone who needs a plumber. I do not think that the comments made by Dave C are about this company, or about Gabriel, and I am very grateful to know an amazing local plumber. read more

If you want to wait literally weeks to NOT have your plumbing problem fixed, they are your guys. One hour response time is either a joke or a lie. I waited several days for an appointment to replace a water heater. It does not work and when I call for service I get the run around. Now a week and a half with no hot water. read more

Can't even get them to call back to schedule an appointment . Disappointing, when they were a smaller company they were super nice and reliable. read more

BEST. CLEANEST. MOST EFFICIENT plumbers I've had work for me. Noticed their ad @ Hilo burger joint & saw that they had also fixed the leaky old faucet in the women's restroom & changed it to a beautiful sensor faucet. I requested a bid for that same faucet to be in my half bathroom & full bath & it was way less of an expense than other plumbers I've considered! So I obviously set an appointment with Gabe, the plumber & his wife Lei who were very friendly for the next day & the guys were on time & were in & out within just a little over an hour! Very clean & beautiful job they did I would definitely recommend them for any plumbing job. read more

This is the absolute worst place to call for your plumbing needs. My husband and I hired them to come out to our home and they sent two of their techs to diagnose our home. We didn't hear back from them for about 3 months. I had to call this company to do a follow up since they failed to call/email me about quotes and prices and scheduling for them to come over to do repairs. Not only did they drop the ball on that, but even after Gabriel, the owner of the company, came down to do the diagnostics again, there was still a lot of problems with their employee, Lance (who answers all phone calls) with not being up front with prices (i.e charging us to look up parts that we needed, never disclosing "research fees of $125", with all the back and forth phone calls and emails between he and I, that there was a 30% up-charge fee until the very last minute, even after we had asked him if there were any other hidden fees that we should know about). Which makes them a very shady company. Also, be prepared to get some very bad attitude from Lance should you have a problem with something and have the gall to tell him that you're upset that he failed to disclose certain things to you. Very unprofessional. After we spoke to Lance, we spoke to Gabriel over the phone and explained to him the situation and everything that had transpired up until that point and why we weren't told about certain charges/fees beforehand. He seemed genuine when he said that he and his wife would speak to Lance and figure out what happened. When we ended the phone call, I was a bit optimistic that everything would get better from there. I was wrong. We did not receive any phone call from Gabriel or his wife. Instead, we received an email from his wife (Rosalei, whom, before this, we had never had a conversation with) basically saying that they didn't want to do any business with us because we had a problem with the quote. My husband and I were both shocked as there was never any mention (from our end at least) that we didn't like the quote. We were willing to pay the quote on everything else, but we were very unhappy on how there seemed to be always another surprise-out-of-nowhere cost that would creep up every time we spoke to Lance. After receiving the-slap-in-the-face email from Rosalei, I was livid. Disrespectful, time consuming/time wasting, unprofessional, failed to get the facts from the customers, and at this point, we had already paid $600 in diagnostics fee with nothing to show for! No repairs were done!! And this company had the audacity to imply in their following email to my husband and I that since they refunded us the $600 and since they're willing to work with us to make everything good between us, that we should take down our bad reviews and remove the word "shady" in the interest of "fairness". This was requested prior to any remedy work to be done, which we disagreed with. At this point being 6+ months too late, we cannot get that wasted time back, so this is not an issue of fairness anymore, but more of one that is based on facts. Had we not communicated the facts of numerous events that transpired up until then, we may not have gotten a refund nor a response given Rosalei was quick to jump to conclusions without getting both sides first. Regarding the discussions to remedy our plumbing issues, Rosalei continued to try to control how she would make it right even after she asked my husband and I how they could make it right with us. This company is such a huge migraine to deal with. Save yourself some grief and stay away from this company. Shady! We were also informed by Rosalei that Gabriel would not be able to work on our property to remedy the situation and so we could hold someone accountable since the majority of the miscommunication and failure to disclose important details were previously dropped by one of their employees. But we find a recent review stating how he was able to find time on a weekend to go to someone else's house to do plumbing despite being told that he has no time to work on our property. Shady! We outlined our requirements to remedy the situation, but their last email to us was that they couldn't meet our requirements in full. Refunding our $600 back is not doing us any favors because all we wanted was to have our plumbing issues repaired and were willing to pay for it all. read more

Gabriel is awesome! Professional and trustworthy. We had a pipe in our ceiling that's been leaking for months. I thought I could fix it myself but it continued to leak. Our ceiling became saturated with water and started molding. We called smart plumbing and they fixed the problem right away. Gabriel is efficient, thorough and reliable. I wish I called him sooner. If you have a plumbing problem, don't try to fix the problem yourself. Call smart plumbing. I will definitely be calling him again for any and all plumbing needs. read more

Amazing service every time. Gabe and Lei run an incredible business. They are thoughtful and pay attention to every little detail. I will use their services any time I need plumbing work done and recommend them often to friends and family. The best! read more

I would highly recommend SMART Plumbing to anyone who needs a plumber. They were prompt, professional and polite. We left a message on a Sunday that needed a plumber ASAP. First thing Monday morning, we called again and talked to Lance. He was going to see if he could get someone out to our house first thing in morning but when he checked, everyone was busy but he said he would keep us on standby. I said ok and we would wait for his call. Ten minutes later he called to say that there was a plumber available and if we would be home. I told him we were on our way home and would be there soon. When we got home, they were already in our driveway and they were ready to work. An hour later they were done and everything was fixed. I would definitely use them again. Thank you Lance and Steve. read more

SMART Plumbing was a smart choice! Not only did our plumber show up on time to handle a number of minor issues - he took a fresh look at old problem that the previous plumber told us was practically unfixable without tearing down walls & installing new pipes. Our SMART Plumber took a different approach to the problem, found a better solution and got the malfunctioning shower in the guest bathroom working properly for the first time in 8 years. The friendly, efficient & reasonably priced service was a great value. Plumbing issues in an old house can be stressful & expensive - we were so relieved to have found someone we feel we could count on and trust. We'll certainly be calling SMART Plumbing again next time we need a job done right. read more

Wow! I love these people. They were quick to answer our calls. The staff was polite, friendly and efficient. We have used their services twice and each time I was pleased with the results. Their prices were reasonable too. I highly recommend them! read more

Cont. Noah L ANSWER #5:Your listed hours of operation are MONDAY THRU FRIDAY 8AM to 5PM on YELP and GOOGLE. Should we have assumed you folks do work on a Saturday? No we aren't that type to assume things. Saturdays/Sundays were never offered by you as an option. So it is difficult for you to make a sound argument about scheduling issues regarding Saturday when we are going on your OFFICIAL HOURS OF OPERATION publicly listed on at least TWO major websites. YOU never said Gabriel was available on a Saturday/Sunday.We did not ignore the plumbing estimate as we ultimately ended up calling Lance to discuss it multiple times and he was asked direct questions about any other hidden fees and as our recording shows he either lied to us or purposely omitted information. That estimate did not include any pictures/details regarding the specific fixtures for us to select. As of that date, you folks had done literally ZERO favors for us. Returning our money for the initial diagnosis is NOT a favor to us because the last time we heard from Gabriel, he expressed that you folks would have needed to come out a THIRD time to diagnose our plumbing needs and as of our last email to you folks at the end of JULY 2019 you folks still did not have all of the information to successfully meet our plumbing needs in full. I guess if being upset over the fact that there was yet another hidden cost that Lance FINALLY brought up, and asking him questions is your definition of "hostile", then I guess we were "hostile" (by your warped definition). ANSWER #6: Shady mainly refers to the fact that you folks have hidden fees and double speak. You also never said Gabriel was available on weekends. We can only give you our available time frames for us based upon your PUBLIC WORK HOURS Monday thru Friday 8am-5pm. We had never said that protecting yourselves from pre-existing liability issues was shady. So this statement doesn't make sense and is not even relevant to this conversation. You are being very condescending and unprofessional as a public spokesperson for your business by speaking about our comprehension levels. ANSWER #7: The week we got the proposal was the week of 4th of July. Excuse me if we did not respond as quickly as you expect. The reason we did not impulsively accept your proposal (which you guys had to wait, what 1 or 2 weeks? Wow. Compared to 5 months? Don't make us laugh) is because it did not have all of the fixture details for selection which you only did provide AFTER we posted a bad review and after having a bad experience with an unprofessional customer service agent that works for you (LANCE). He basically lied to us and wanted to charge us "RESEARCH FEES" (which should be free because it is part of your job as plumbers) that were undisclosed prior, just to look up parts as well as a hidden 30% up-charge on parts which was never disclosed even when we specifically asked him a few days before we got the proposal in July. We always expressed that we were willing to pay what was needed to do the work. What we didn't appreciate was all of the extra hidden fees like: protective gear cost, research fees, up-charging parts by 30%. The principal was, that it kept appearing that there was always another cost/fee that was not disclosed to us at the ONSET. Feel free to refuse service to us, as we don't intend on calling you folks ever again, nor recommending anyone to you. I believe we made that pretty clear when we refused to waste any more time with your so-called "help". After everything we had gone through with your company we wanted THE OWNER (GABRIEL) to be out here every day to work and to have someone to hold accountable. To have Gabriel to come out was a small request given the fact of 1) how long this entire process had already taken at this point, 2) we wanted to avoid any future miscommunication/drama moving forward and 3) after receiving your email that you stated you were willing to remedy the failure on your folks part by saying in previous emails you were willing to do take care of all of our needs to our satisfaction as customers. ANSWER #8:No. The shame is that you folks continually appear to operate in a manner that has questionable traits when given a closer look at how you folks choose to run your business and deal with your customers. All we wanted was the plumbing in our home to be repaired and it is such a shame that as a plumbing business after 6-7 months, you folks couldn't provide that in this case. I agree. This debacle IS proof that you can't trust certain plumbing businesses as they will not provide up-front costs and truthful dealings and professional customer service. Trust me. It is an extreme headache to go through and have had to deal with you folks.Yes SERVICE PROVIDERS THAT DO THIS TYPE OF SHADY BUSINESS BEWARE of customers like us who will hold you accountable for the things you say and things you do. Yes BEWARE! read more

5 isn't enough. I'd go 20! Best plumber I've ever hired. Gabe took his time. So much so I started to feel guilty. He's a perfectionist. Which is EXACTLY what you want in a plumber! And the work! I'm a girl so it's not every day I'd call a plumbing job beautiful but it was. It looked like a plumbing job done for sterile conditions in a hospital emergency room. . Not kidding. And he could have easily charged me more. I was actually surprised how reasonable the bill was. They treated me like family. I wish everyone was as nice and knowledgeable as Smart Plumbing Hawaii. We are huge Mike Holmes fans. If Mike ever came to Hawaii for his show Gabe would be his go to plumber. Gabe should teach every new plumber on island so they can all be like him. Saying I highly recommend them is a massive understatement. If you want it done right like Mike Holmes call Lei and Gabe! Smart Plumbing Hawaii is the call you wanna make!! They really do care. Gabe loves what he does. And it totally shows. I won't let anyone else near my plumbing. I was flabbergasted to see they had a negative review. People do make mistakes. Especially when a business is growing and new employees are hired. It's what the company does to make good on those inevitable mistakes that's important. They go above and beyond for their customers, and make good IF any mistakes are made. What more can anyone ask? Some people...no matter what you do...you can't make them happy. I was certainly pleased with their work. I have hired them several times and have also referred them to several people. Never any complaints just raving reviews. They are my plumbers FOR LIFE. read more

Fast, efficient service! I had an outside spigot that had the treads stripped so water poured everywhere when I tried attaching a hose. They were able to quickly replace the spigot so all works well now. read more

Incompetent! Called to set up an appointment- didn't get an appointment until the following week. I clearly told Lance several times that I have no phone and no internet where I am located and would not get a confirmation email or call. The morning of the appointment, I waited 2 hours before driving into town only to see an email "we won't come with out confirmation to this email". I called Lance who said "oh yeah, that's right, you did say that, well we can put you on a waiting list"... If they can't handle simple instructions such as that - I wouldn't trust them with complex matters like plumbing. read more

This plumbing company is awesome! I have had great experiences every time I worked with them. Super professional and clean clean clean. I look forward to working with them from now and into the future! read more

after years of dealing with plumbers in hilo that dont want to work on repair jobs it was a pleasure to call smart plumbing. lance had a appointment scheduled for the next day, went around finding the exact parts i need to fix my situation. gabriel came out the next day and within a hour had the pluming situation fixed. the best pluming service i have ever had in the last 25 years in hilo. read more

Smart Plumbing has everything: a very competent plumber who shows up as scheduled, does the job very well, conducts himself professionally; and an office manager who is efficient, personable, and ready to help and accommodate to your needs. There is even a website! Gabe fixed the toilet issue I called about originally, and on request, then scheduled another visit to address a separate plumbing issue for which additional material was needed. Total cost for the two jobs was reasonable--very reasonable, in fact. Smart Plumbing has been in Hilo for a year, after years of experience on the mainland, and as is apparent from the other Yelp reviews, is already establishing themselves as the people to go to when you need plumbing help in Hilo. I have told many friends about Smart Plumbing. It's also nice that it is a husband-wife team, the wife Lei being a Hawaii person. read more

WOW !! Finally a smart plumber with online scheduling and who arrives on time. He did a great job fixing our toilet, which had various issues. We are thrilled to finally have "our" plumber. Thank you Gabriel. read more