Based on so many positive reports on Angie's List, I emailed Carlos on a Monday for an estimate on installing a water softener system and also wanted a plumber who would replace faucets & all toilets (3) throughout our house. I had planned on hiring the plumber to also do the bathtub (if I liked him/her) during our bathroom remodel. In other words, not a small job. After 5 days of not getting a response to my email, I called Carlos on the phone on Friday 5/27. He picked up and said that he didn't get my emails because he hadn't been checking email because he's in the midst of changing email carriers. That didn't make sense to me. If you're running a biz, and you're changing email carriers, shouldn't you still be checking for messages? He didn't apologize. Strike 1. I overlooked that and made an appointment with him for an estimate on a water softener installation. He wanted to come by at 6 pm right on that day (Friday). I agreed to the appointment, even though it meant shuffling my schedule around at the last minute. I left work early and picked up both my kids from different schools in opposite directions to make the appointment on time at 6. I canceled my children's after-school activities to be there. The time came and went. I waited til 6:15. Then 6:30. At 6:45, I called him and he picked up the phone. He said he was at a customer's and "would call you as soon as I'm done here." He didn't apologize ONCE. (Strike 2). I told him, the least you could have done was CALLED. I ALWAYS give people 15-20 minutes grace period given the Calif traffic. Sometimes, even 30 mins if they call. But my beef was that he didn't call AT ALL. I told him, 'Never mind, you don't need to call me after your appointment. You don't need to come by at all. I shuffled my schedule to accommodate a time that YOU picked out and you can't even call me. And this is the first impression. How could I ever hire you for any job, big or small, if you're not reliable enough to CALL?" He actually seemed/sounded shocked that I didn't want him to come by anymore! (Strike 3). And again, he didn't sound apologetic. He didn't apologize. He wasn't the slightest bit sorry. If I hadn't called, there is no telling just how long he would make me wait. I hate giving bad reviews because I always like to give the person the benefit of the doubt. But this man doesn't deserve the benefit of the doubt. It doesn't matter if you're skilled at your craft. If your customer can't trust you, can't rely on you, then they are not going to pay you. No matter how good you are (or think you are).