Five star review on Google? Lucky if they answer at all

Had a plumber in Phoenix with a 4.9 rating. My water heater died on a Friday. Called at 8am, left three messages over two days. No callback until Monday noon. 52 hours total. The job itself was fine once they showed up. But that delay cost me a hotel room for my family. Reviews should mention response time, not just the final work. Has anyone else found star ratings miss how long help actually takes?

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