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Plumber reviews in Marlborough

  • A
    H2O is always timely, professional and leaves work area cleaner than they find it. They clearly explain options of equip to install; pricing and scheduling. They discuss financing if needed. They assist homeowner make an informed decision for their situation. After install they explain system clearly. They will also return immediately if there is a problem or question.
    - Donna B.
  • C
    This company seems to be spread too thin.  Separate crews for each phase of work made quick progress, but mistakes by the previous crew were compounded by the next crew continuing to build on the last phase.  With so many independent crew members involved, no one appeared to take final responsibility for the quality of Better Built Basement's (BBB) work.  The project became a process of identifying flaws in quality, telling BBB about the issue, and getting it corrected (see issues below).  This left us with the feeling that the renovation was a repair job before it was even completed.  In fairness, BBB did show concern that all of the issues we identified were corrected, as best possible.

    Issues to consider:

    • We were required to use BBB's cabinet/countertop contractor. Immediately after the cabinet crew (BBB's, not the contractor's) was done installing them, I pointed out a warped cabinet face.  BBB said it would be corrected by the contractor.  The cabinet contractor did not address the issue until after the job was complete.  At that point, the only fix was replacing the cabinet.  The contractor said it would not be worth the risk to dismantle the finished kitchen to fix it.  We agreed.
    • We found a cracked kitchen floor tile.  It was the opinion of BBB and their floor installer that replacing it was risky.  Although we used BBB's recommended flooring supplier who recommended stainless epoxy grout, BBB's installer had never used it before and "would never work with it again".  We were told the crack was "only the glazing".  We elected not to risk the tile replacement given the circumstances.
    • I have no idea why installing our standard size dishwasher required sawing off the ends of the washer's side flanges, leaving uneven gaps between the washer and the cabinetry.  I also was surprised that our 30(?) year old toilet shutoff valve was only replaced the day of the "final inspection" because I had discovered it leaking on the new floor.
    • There were issues we did not see until well after the job was completed.  When the main bathroom's subfloor and tub/shower was installed, I pointed out to BBB that the tub was sitting unevenly on the subfloor.  I was told that this would be handled by the flooring installer.  We have discovered that there is a 3/16 gap between the tub and floor at one end of the tub.  The subfloor is visible through the gap and open to water exposure.  That this was left as-is by crews working on the bathroom speaks volumes about the quality control.  If it was somehow not seen by any of the numerous subsequent crew members, then that is another major quality issue.  Similarly, the granite kitchen back splash has a large chip that is filled with silicone sealer, indicating it was there during installation.
    • Why was this work paid for?  Warning: read the contract. The kitchen contract contains five milestones requiring percentage payments.  The fourth milestone was payment totaling 90% of the job cost at completion of the "cabinet installation".  At that point we had cabinet shells; no countertops, electrical, plumbing or flooring.  When we told BBB that we were not ready to pay for 90% of the work at that time their response was:
    • "Your contract states that the next payment is due when the cabinets are installed. It has nothing to do with the electrical, Plumbing, flooring or countertops....I will not proceed with any work until the next payment is paid." 
    • We needed the job finished and a usable kitchen.  We were left with the impression that the job was a race to each milestone to collect the next payment.
    • Finally, in fairness to Better Built Basements, the work was completed very quickly and in general looks presentable.  BBB was very accommodating of our requests for specifics that were not made clear by, or slightly beyond the documented job specifications.  All of the crew members were friendly, professional and respectful.  The work was done cleanly.  However in fairness to Angie's List members, the issues above were and are of concern to us and had to be noted in this review.
    Response to Providers Comments:  I will not get in a battle on whose story is correct.  However, if we were not required to use BBB's cabinet contractor, the in-home estimator who told us multiple times that we did needs to be better informed.  It should be no surprise that the newly remodeled rooms look better than the rest.  If our home did not need updating, we would not need to have remodeling done.  We were not aware that the quality of BBB's work was linked to their opinion of the rest of our home.  And yes, my wife could not understand why I was so upset with the quality of the contractor's (her former co-worker) work.
    - BRIAN R.
  • A
    Mark's work was high quality.  The only complaint I had was that we had some mis-steps in terms of returning my phone calls and scheduling.  This was resolved and I was very pleased.
    - Earl T.
  • B
    I don't have a reference for price because I have not had to hire a plumber in the past.  The staff was courteous and professional.  We actually had a power outage during the job and it was handled professionally.  I felt that the price seemed high, but again have no real point of reference.  I would definitely consider contacting them for an estimate in the future, and hiring them if the price was competitive.
    - BRIAN R.
  • A
    He was prompt, personable, courteous, professional and discussed all options.  The work was done quickly and thoroughly.  My basement was kept clean of any debris.  I will be using him again as my actual well is buried and we will be extending it above 
    ground and will be putting a well cap on it so if further service is needed it can be gotten to quickly.
    - Margaret T.
  • A
    We called Mark to take care of several plumbing issues in the home our son just purchased (a short sale).  We tried to call other plumbers but the wait was anywhere from 1 to 4 weeks. Mark took the time to discuss the problems and we set up an appointment for the following day.  He was on time and arrived with all the parts that were needed. Friendly, honest, and fair.  The work was done fast and the work area was left clean and neat.  We were very pleased with Mark and will call him again.
    - Carl C.
  • A
    Mark responded promptly to my query via Angie's List, showed up when he said he would, assessed the situation quickly, and fixed the problem. He was very courteous, friendly, and professional, and a big plus with my wife, put on booties before walking through the house. I hope I don't need his services in the future, but if I do, he'll be the one I call!
    - William B.
  • A
    The cover was cracked and falling apart when he removed the dirt. he call his boss and by the time he was finishing up his boss was there with a new cover. Normally $65.00 but the boss told him No charge. We have used this company from the time we moved in 12 years ago. He also mentioned that all septic tank owners should not empty discharge from water Softeners (Salt) because the salt would damage the tank, only use single ply paper for the bathroom, and never clean paint equipment of brushes in the sinks. the pain gets into the leach fields plugs them up. Just wanted to pass that on.
    - Ronald B.
  • A
    Bill Silvester and his crew made the whole experience as pleasant as it could be considering the situation.  From the initial soil testing through working with the town sanitarian and the actual installation, the process went as smoothly and as trouble-free as possible.  Our installation presented many challenges that Violette Silvester handled with professionalism and concern for our budget and needs.  My only criticism is that the plumbing contractor provided by Silvester seemed to be costly.  However, the cost was offset by convenience of not needing to coordinate the necessary plumbing and septic work myself. I highly recommend them.
    - BRIAN R.
  • A
    Mike came out promptly a few days after I called for an estimate, and then scheduled the work a few days later. Everything was done as expected and they were very good to work with, accommodating of the fact that I had to meet them at the house and arrange for payment because I would not be there when they finished up. Would highly recommend them, and will use them again if needed.
    - Trish L.
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Plumbers in Marlborough

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