First: They do not charge by the job as stated in the description. They charge by the hour. Second: The main presenting problem was that our back bathroom toilet was stopped up. The plumber came and stated that he cleaned out the drain. However, he did not use the external clean out even after my husband pointed it out to him and asked specifically if he wanted to use the external clean out. Not surprisingly, it is now January 26 and we are waiting for emergency service from another plumber because in reality, the drain pipe was not fully cleaned out. Since the plumber from Ace came, we actually have not been able to use the back shower because the shower keeps backing up. So the cleanout job was not complete and not properly done. I (the wife) only found out today that the plumber refused to use the outdoor cleanout; I had assumed the job had been properly done from the outside cleanout. Third: Was our toilet cracked or not? We will never know for sure, but here is what happened: It was leaking, in addition to being backed up, when the plumber came. He took it off the floor, inspected it, and pronounced it fine. However, when reattaching it, it cracked. To their credit, Ace paid for a new toilet; we did have to pay for labor, but I felt that was fair since he would have had to take off and reattach the original toilet and we would have paid for that time. We did not have to pay for the time he was at Home Depot buying a new toilet. Overall, I was pleased with the service when the plumber left that day and did not feel ripped off. However, the continued backing up of the toilet into the shower, and finding out tonight that he didn't use the outdoor cleanout, plus seeing them say on this site that they charge by the job rather than by time, are upsetting me enough that I feel compelled to write. The plumber was very prompt, punctual and professional. Until I found out that he didn't use the cleanout, which seeems like an inappropriate shortcut, I had no complaints about him. Now, I would mark down the quality of service, as seen in the overall grade.