Marco Home Services Plumbing

This business has unfortunately turned into the most unreliable plumbing service I’ve experienced anywhere. 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 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.

I called at 6 pm and explained that the toilet in the master bathroom in my rental condo was leaking. I told them I had a tenant living in the condo, but I would meet them there as well. The man I spoke with told me he was going to call one of their employees and send him over when he was finished with the job he was working on. I was told he would call me with a time. By 9 pm I still hadn't heard from them and nobody had showed up at the condo. I called back at 9 pm and spoke with a woman. She told me someone (Justin or Jordan) would call me back. Nobody ever called and I finally called my tenant and told her to go to bed. I am currently looking for a more reliable plumber.

They told me that the job was so small that they weren't going to charge me like a normal call. They were very very good and nice people.

I had an initial e-mail from the company in the beginning but since prior e-mail I haven't been able to reach them by phone or e-mail and they never came out.

Please be advised that I have e-mailed this company 3/times, with NO response. I left my phone # and my e-mail. Still no response...Are they still in business??? The last contact I requested February 19th, 2014 as a date for the plumbing work. The reason for the delay since September 2013, I have been very ill and confined to bed for quite a while. Feeling slightly better, this is why the 02/19 date was e-mailed. I must go into the hospital on Tues. 02/25/2014 for a back operation and after 3/days, I go into rehab. I don't know when I'll be home. My coupon expires on March 16, 2014!!! Order# 871482 Can I get a refund for my $54.00, since this deal wasn't scheduled after my correspondence?? Thank you, Roberta Gunsallus (239) 948-2169

Serviced my hot water tank. They were great.

THIS COMPANY IS ( 5 ) MINUTES FROM OUR CONDO UNIT AT SOUTH SEAS . SOMEHOW A PLUMBER FROM NAPLES , FL SHOWED UP A FEW DAYS AFTER OUR CALL AND WE WERE NOT HAPPY WITH THE SERVICE AND WIND BLEW WHILE THE MAN VISITED AND WE NOW HAVE A BADLY DAMAGED DOOR . MY SUGGESTION WOULD BE TO VARIFY IF THE WORK IS BEING PERFORMED BY A LOCAL MARCO ISLAND PLUMBER OR WILL IT BE OFFERED OUT TO NAPLES PLUMBER .

I had them do some work on the valves and faucet in the tub. This deal covered the labor, but I paid for the replacements parts. They were very quick and efficient with the work. Getting the appointment set up was easy and the technician showed up on time.

We are extremely satisfied with the work done and the product purchased!

Excellent the guy shown up within 2 hours of my call had the correct parts and got it done

I asked them when I finally got ahold of them if it was the distance that was causing the problem and they confirmed that it was. I do not want to use this provider any longer because of the poor customer service of them not contacting me regarding this deal and explaining the problem with the distance.

I was very impressed with the responsiveness of the first person who took my call and the coordinated system they have in place to respond to a request for service. The plumber who went to my condominium was there in less than 2 hours and explained my options by phone. He was courteous, clear and professional. This is especially appreciated since I am far away from the property. I would definitely contact Marco Plumbing again if I needed plumbing work.

Purchased a deal after calling first to Marco plumbing to confirm some details regarding the work I wanted done. I called one day, got a woman who indicated she was the owner. She gave me another number to call, I called it and left a message and got no return call. The next day I called back and was told by Heather Marie that she deleted the message and had no number to call me back. She was waiting for me to call back. I told her that I was purchasing a new kitchen faucet from Home Depot and wanted it installed and I wanted someone good at installing it to be scheduled. I was told no problem and that all the staff were good at installing faucets. On a Friday I called to schedule the appointment for the next Wednesday at 9am. Again indicating that I had a faucet to be installed and no problem. Wednesday 9am, no one here. Called Marco at 10am and leave a message. Called another number on my coupon and answered and explain that an hour has passed since my scheduled appointment and no one has shown up. Wanted to confirm that I was still scheduled. Give my number and told someone will call back. Another hour later a call back from gentleman that states he own's Marco. Told that he found out about my service appointment yesterday (not sure when he was planning to call and explain this to me) and apologized that they are not willing to install a faucet that I have purchased from Home Depot. They have to buy it from their supplier. He stated he was concerned about his company's liability. I read the coupon to him over the phone and it says nothing about this on the coupon. It states "installing and repairing kitchen and bath faucets"! He said that it is Angie's list's fault that it is not on the coupon. He apologized profusely and said that he will refund my deal money. Again, that is Angie's list's responsibility to follow through on refund. I had looked at their website previously and I checked their website again to see what it says about installing kitchen faucets and it states nothing that I can find about owner supplied faucets. It states "Here at Marco Plumbing we can install any faucet that you would like in your home." From start to finish there have been red flags dealing with this company so beware. I tried to do everything right, read the reviews, made several calls to confirm that what I need can be provided by them and in the end I have to start the whole process over. They were all very nice but nice does not make up for administrative errors that result in my staying home all morning, being the one who is following up on why no one is here or updating me by phone. Based on this experience and their putting the responsibility for this error on Angie's list I would not recommend this company's services.

It went well and they found leak and fixed it. I found that their prices were high and won't charge just for small fixes...they require to overhaul the whole unit & its parts for a larger fee.

John was very curtious and professional , has several years of plumbing experience.

Water heater went south in the morning. Called and set up an appointment for the same afternoon. Installation took less than an hour with out a problem. Highly recommended.

I have a rental property in Naples and was at a disadvantege when the tenant called me about a water overflowing form the toilet when the shower was running. I called Marco Plumbing who responded quickly. The plumber removed the toilet, ran a small snake through the the plumbing a short distance to the perimeter of the house and reset the toilet. My tenant advised me that he was there just under an hour. I receive a bill for $168 to reset the toilet and $243 to run the snake. That's $411 for less than an hour of work. Even if you factor in travel time, that is an astronomical hourly rate. I complained about the bill and was told that there are set prices for each plumbing function. The gentleman that I spoke to said that I was advised of the pricing when I called to schedule, which was not true. He went on to tell me that it was not possible to remove a toilet, run a snake and reset the toilet in less than an hour. I disagree. He told me that according to their GPS the plumber was there for 3.5 hours. The tenant doesn't get home from work until 4:30. I spoke to her at 5:30 and the plumber had gone already. My advice would be not to use Marco Pumbing, but if you do make sure you get a complete price list before they do any work for you and require them to get your authorizaion before doing any work.

They did a very good job of putting together the repairs and replacing a countertop. They organized the project very well, and helped us to get a good price on some granite. They made sure that we got everything that we needed, in a timely manner, and at a very competitive price. We’ve been very happy with their quality and their follow-up. If you want good quality, I give them the highest recommendation.

I called Marco Plumbing about 8:00 am and described the installation work I needed. I was told they would have a man to my home before noon. In fact, he arrived before 10:00 am. He seemed completely familar with the installation process and did it in good time and explained the features of the equipment to me.

They are very prompt. I think their price is reasonable and they do good work.

They were very good. I would not hesitate to use again

Late Sunday morning, I discovered that we had no hot water. We were expecting out of state company to arrive mid-afternoon. I quickly researched Angie's List of local plumbers (who provided seven day a week service). I contacted Marco Home Services Plumbing, Inc. Gary, the foreman, arrived about 30 minutes after our call. He removed and took away our defective water heater, and delivered a new 50 gallon Rheem water heater. All of this was completed before our guest arrived. Gary was professional and did a good job.

While at our Marco Island condo over the Christmas holidays, I noticed a leak under the kitchen sink. Unfortunately, I didn't notice it until the day before my husband and I were scheduled to return to our home in Ohio. But since my mother planned to spend the winter in the condo, I needed to get the leak fixed. That meant buying a new faucet over the internet, shipping it to the condo and hiring somebody to install the faucet. Although the first plumber I called received rave reviews here on Angie's List, he refused to install a faucet that he didn't sell. So I searched the internet and found Marco Home Services Plumbing. I called and talked to a very nice lady who in turn had a plumber call me to set up a time. According to my mother, he arrived on time, went to work and completed the job in about a little over an hour. I've since been down to the condo and confirmed that the faucet is installed properly and that there are no leaks. I thought the cost was reasonable, and I couldn't be happier.

The people who answered the phone were very nice and were willing to help send someone out to my house as soon as possible because I needed to get to work. The technician called my home before coming over to verify the address and say that he would be there in a half hour. He did show up within that half hour, knocked on my door and provided me with a business card from his business. He went to work right away. About 10-15 minutes later, he knocked on the door again and said that he needed to get a switch because he didn't have the right one. He didn't explain to me what was wrong though or how much it would cost to fix it. About 30-45 minutes later, he knocked on the door and was finished. He turned on all of my faucets and asked to have them going while he filled out the paperwork. When he came back, he provided me with a bill but didn't explain it until I asked him to. He charged me $245 for a switch which ants had crawled into and clogged it up. When I asked him to break down the total for me, he said that was the fixed cost to fix the switch. It seemed a little extreme for a switch, but being in a position with no running water, I paid for it anyways.

They are still in the process of doing the work. They did an excellent job in fixing the main sewage problem. My experience with the company was very positive as well as excellent. They worked very well too. Their price was very fair. They were right there on time and were very professional. I would hire them in the future too.