MAKO PLUMBING & HEATING INC

It was complicated and very tough to find a certain piece. They went out of their way to find it. The guy they sent was great. They were very professional, timely and very, very helpful. The follow up was good.

We detected a gas leak on a.Sunday morning. National Grid came in and confirmed our suspicions and turned our gas off. I called Mako Pluming while National Grid was still testing and explained the situation. John, from Mako arrived befor the National Grid rep had left the house so he was able to get a very accurate description of the problem. He immediately assesed the problem, gave us an estimate for a repair and/or replacing all the gas pipes, we went with the repair and he immediately went to work. He left once to get a replacement pipe, returned, completed the work, pressure tested the system and gave us the paperwork necessary for National Grid to restore our service. He completed the work within about 3 hours. Very professional

From the office staff to their service personnel Mako provided a professional service, start to finish.

My toilet was leaking from the base. During this holiday week, Mako was the only plumber that returned my call. The first day the issue was identified as a break in the line. They had to come back to complete the repair. They were professional, courteous, and punctual! As the situation went from bad to worse, they walked me through every step of the process so there were no surprises. The mess was contained and cleaned up when the work was finished. I had a small leak coming from the sink pipes that were replaced. When I called to set up an appoitnment to have this fixed, they were again courteous and apologetic for the inconvencience. The office staff had remembered that I leave for work early and scheduled my appointment first thing. Once again, showed up right on time.

It was done quickly and efficiently. Otto was not only professional but informative as he help me understand our system better. So the services was exceptional however my only issue was the price. I often am accused of being in the 80's with my idea of pricing. But for draining, installing relief valve, flipping a pump - adding a gasket and installing a auto bleeder would set me back almost five big ones. My wife then reminded me that you pay for what you get and we got quality service so I would use Mako again.

Our 40+-year-old boiler developed a massive leak at about 1:00 a.m. on an extremely cold night. We called Mako, and Rich returned our call at 7:30 a.m. the next morning. The first thing he did was apologize for not calling sooner -- he and his crews had been out all night, answering emergency calls. When we told him what had occurred, he came right over to look at the boiler. He checked to see whether a simple clog was causing an overflow, but that wasn't the case -- the boiler was cracked. When discussing a replacement, we asked whether he might be able to install a smaller boiler because we had just had new, energy-efficient windows put in. He did a radiation study, agreed that we a smaller boiler would do the job, then ordered it. We also had him order a water heater, as we had been planning to replace it anyway and thought it would be wise to have all the work done at once. Rich was upfront, telling us the work would take two days. The boiler and water heater were delivered in the early afternoon. In the meantime, his crew, led by George, dismantled the old boiler and removed it -- a huge job in and of itself. George and the rest of the crew then began the installation, which required major repiping. Electrical work began later in the day. George was here until about 11:00 p.m. -- more than a twelve-hour day. The crew didn't even have lunch until about 4:00 p.m., and they practically breathed it so that they could keep working. They never did have dinner. Work resumed at 8:00 a.m. the next morning, and we had both heat and hot water by about 4:30 p.m. We were immediately impressed by how quickly Rich jumped into action. We were absolute strangers who had never used Mako before, but he treated us as if we were long-term customers, fitting us into a schedule that was already tight because of the cold weather. We were also impressed by how knowledgeable Rich was. When we asked for an energy-efficient boiler so that we'd qualify for a National Grid rebate, he knew exactly what model to order, then explained what it was about that model that made it so efficient. He also told us that new codes meant that we'd probably have to fire-proof our boiler area, but told us that he'd find out what we'd have to do, then help us come up with a plan to accomplish it. He also reminded us to open our faucets slightly until the installation was complete, so that the pipes wouldn't freeze. I currently proofread and edit energy-efficiency and safety brochures for a major utilty and, in the past, edited boiler standards, so I have a background in this sort of work. Rich asked all of the right questions and took all of the right precautions. From a customer-service standpoint, he, George, and the rest of the crew made the whole operation as pain-free as this sort of emergency could possibly be. We are very glad to have found Mako through Angie's List, and will continue to use them for all of our plumbing needs.

Answering service responded immediately to my call and the technician called back within one half hour.Later that day the technician showed up, diagnosed problem. My pipes were frozen and broken and needed to be replaced. This was the reason that I had no water. The technician returned the following day to perform services which also included maintenance on my boiler and hot water heater. Recommended that I have a yearly tune-up of boiler. I was extremely pleased with the service that the technician and his assistant performed. The technician was courteous, helpful, and answered all of my questions. In addition they were on time. I would not hesitate to call Mako in the future and would recommend them to others without reservation.

Overall, it was a very good experience.

Rich from MaKo returned my call. He said he was very busy but could fit us in between calls to see if the problem could be resolved quickly. Then he took the time to explain the types of home winterizing with the pros and cons. I could tell he knew what he was talking about. Rich then offered to stop by if I could be available within an hour to grant access to the boiler. Rich and Chriss arrrived on time to the minute and immediately placed us at ease. After checking the boiler and connections it was determined that the gas has been cut off out side of the house. He waited while I called the gas company, just in case they would be able to turn the gas back on the same day. I never felt alone or embarassed and was confident that not only was the job done well, but they cared and wanted to do the right job. We hope the gas company will come tomorrow but I want anyone thinking about calling a plumbing service to seriously consider Mako Plumbing and Heating and ask for Rich and Chriss. All in all the gas is still off but Rich and Chriss diagnosed the problem immediately, took the time to make sure we understood the situation, and stayed until our conversations with the gas company were over just in case we needed them. Although I was a bit stressed, they both remained calm, professional and supportive. Rich and Chriss are wonderful wonderful people. Salt of the earth. I would most certainly CALL THEM again. Place Rich and Chriss from MaKo at the top of your list when you need a plumbing service.

ADDENDUM (1/15/2011): ESTHER AND THE OWNER DID TRY TO CONTACT ME VERY SOON AFTER MY FORMAL COMPLAINT. I CAME BACK FROM A 3-WEEK VACATION AND THEY RESPONDED PROFESSIONALLY AND EXPEDITIOUSLY. I WOULD CONCUR THAT THIS REFLECTS ACCOUNTABILITY AND ATTEMPTS TO PROVIDE A GOOD AMOUNT OF CUSTOMER SATISFACTION. I THINK THAT DEFINITELY DESERVES AN "A" FOR PROFESSIONALISM.

It didn't go very well at first but they ended up being very responsive to the problem that were were having once Angie's List got involved.

They are very professional. If there are any problems they will fix them upon request. There price is very competive compared to their competitiors. They make you feel family and understand your needs. They will work with you.

I had a great experience with Mako. Esther, the customer service representative managed to schedule the repair for Saturday so I didn't have to take time off from work. John, the plumber, came on time and did an excellent job. He replaced the pipe and snaked the drain in less than an hour. After the job was done, he cleaned up everything really well. Before he left we tested everything thoroughly just to make sure.

I called and left a voicemail message for Mako on Columbus Day (a holiday), requesting a plumber's visit. Received a call back the following day, and worked with Esther throughout the week to schedule an appointment for Friday (my preferred appointment day). Throughout the scheduling process, Esther was quite diligent and friendly with regards to keeping me updated on the status of getting me an appointment for Friday. (Mako is currently quite busy - so it appears they went through some trouble to get me a Friday appt) George (the plumber) came on Friday during the scheduled appointment time. He quickly assessed the situation and was available to do the work within the hour (after making a quick trip to a hardware store to get some needed parts). After obtaining the parts, George quickly and efficiently removed/replaced the affected parts, and tested the repair. Throughout the repair, George kept the area clean with use of a tarp, explained what he was doing during the repair, and answered a few questions about my house's plumbing (since I am a newbie homeowner). Total time from initial visit to completion of the work was approximately 2 hours. The price reflected for this work was a per-job cost, and includes a 10% Angie's List new customer discount. Pricing is a subjective thing, and in my opinion, everything should always be cheaper :) However, considering Mako did accommodate my requested appointment day, was diligent in following-up with me on appointment status, and was able to perform the repair with great professionalism and quality - the pricing is ok. Additionally, I tend to like the per-job cost model (as opposed to per-hour), because total expense is known upfront before the work actual starts, and Mako presumably assumes a certain amount of risk if the job becomes more complicated than originally assessed. During the repair visit, I also obtained an estimate for installation of a basement utility sink. (which I am currently considering)

I placed the call and was told that Robert could be over within a half an hour. Robert showed up promptly. He explained the priceing. And then went right to work. He worked very hard to clear the clog, which he did. The best part is that Robert cleans up. So when he left not only was the toilet working, but the bathroom was clean. It looked as if there never was a problem in the bathroom.

We were extremely impressed by Mako's performance. We called them for an appointment(very nice woman), expecting just a consultation and price estimate. They showed up the following day, ready to do the work! The plumber was friendly, very professional, knowledgeable, competent, answering all our questions during the process. We just moved into our home recently, so this stuff was all new to us, and we asked *a lot* of questions. We liked the fact that he had all the necessary tools to do the job, and only went off briefly to pick up the needed parts. There was no sales pressure of any kind, only an honest assessment of the problems to fix, and recommendations for other issues that might come up in the future, since we had that old system. We liked all the staff members who were involved, for their responsiveness and straightforward manner. Price - considering they came so quickly and worked on a Saturday, we think this was a reasonable price. Excellent work, excellent service. We would recommend them and will certainly consider hiring them again.

They had to chop away at existing tile. It was difficult to get access to those parts. It is a relatively small company. He was very personable. He explained what he was doing when asked. He seemed to have the appropriate skills. He was relatively clean in doing his work and cleaning up. The pricing was fair.

The day I called them they sent a rep to give an estimate. The following Monday (today) the mechanic arrived as scheduled and exactly on time. The job was done neatly,cleanly and to my complete satisfaction.

Robert arrived on time in less than an hour. The whole job took less than hour to complete. Robert said that job was not a big job to do. Robert even cleaned up after he finish the job. At my request Robert made sure that the radiator cover was on properly. I will use mako to fix the rest of my radiators.

Great job! When I called Mako to schedule a repair, the receptionist was very friendly and offered to send someone out the next day. Next day service by itself (for a plumber) was enough to impress me, but even more impressive was the fact that that Mako was willing to send someone in the evening towards the end of their work day. When Rob arrived, he was very friendly and professional and honest. I thought I was going to have to replace the whole pipe, which would have involved ripping down the ceiling. However, Rob advised that I only needed to fix that section of the pipe, which probably saved me hundreds of dollars. When the job was complete, the area was very clean and Rob encouraged me to inspect the repair to make sure it was to my satisfaction. About a day after the repair was made, I noticed a very slight drip from the joint that was repaired. I called Mako, knowing that it must have been something minor, and they sent Rob over on a Saturday to look at it. Turns out that it only needed to be tightened, but it showed me that this company stands behind its work. Highly recommended!

This service was excellent in every respect.

Very pleasant professional and worked clean.

Toilet tank had been running water for a while and then stopped flushing overnight. I called Mako in the morning and they said they weren't sure if they could fit me into the schedule that day. When they called back they let me know the plumber would arrive after his 9AM job. The plumber showed up before noon, took a look at the toilet and said he would need to replace the corroded flush valve and flapper. He had to go get the parts because he didn't have them in his truck. Even so, the whole job only took about 45 minutes. He answered all of my questions, was very courteous and left the room clean.

On time performance, punctual, very reasonable price and professional. Will do business again.

Excellent. A call was made to the plumber the night prior and an appointment for 8 a.m. the next morning was made. Robert arrived for the appointment early, assessed all the needed repairs, and provided an estimate. The removal of the toilet bowl / tank, replacement of, and installing a new drain under the kitchen sink was completed. It was all done in approx. 2 hours. The service was professional, responsible, neat, and tidy. We would definitely use them again, and would not hesitate in recommending them to others.