Philip R.

7/20/2023

My air conditioner froze over because the Freon was leaking and we had water all over the floor. The technician assessed the situation quickly. There was also water damage inside the furnace. I had a brand new HVAC system installed the next day. I was extremely impressed with the speedy process over 4th of July weekend. The new system works great and looks very clean!

Louis B.

08/09/2023 12:00:00 SA

Took advantage of the free check-up only to get quoted for ridiculously expensive work/replacement that is NOT needed. Carbon monoxide was also thrown around....scare tactic? Got a second opinion from a trusted source and I say Thornton and Grooms is full of shit. It's pathetic to try and take advantage of people who know nothing about systems and mechanisms when driven by pure greed....and some people let themselves get taken advantage of. It's another level to take advantage by scaring them about carbon monoxide and life and death.

And they say putting people over profits LMFAO

James C.

7/18/2023

The team worked well to get our drain and vent system working to perfection for our remodeled laundry room. Paul and Nick were thorough and professional. Job well done.

Pauline H.

3/30/2023

I had an 'appointment' for Friday to have my new gas stove connected to the gas line in my home. They later called and cancelled. We rescheduled for Monday, but the called and cancelled that 'appointment' as well, (evidently there is not really a specific time set aside, they just wing it) stating they could not fit me in. We scheduled for Tuesday, but I made it clear it had to be a morning appointment. I called twice that morning just to verify they would be able to come out before noon. Five minutes after my call they texted me (while I was in the shower) and told me that I had 10 minutes to reply to the text or they could not promise me a morning appointment.
I found another company that came out the same morning I called and had the job done in about 20 minutes.
Also, from what I read and heard, they are extremely overpriced.

Rick B.

6/22/2023

I recently had Mike form T &G come out and do an annual service on my A/C. Mike the Tech said he had 30 years in the business and promptly started the service. About 15 minutes in to his maintenance , he called me over to the unit and to tell me it was running to cold. He said the coil was freezing up and the pressure was wrong. He said,I needed a new coil or a new unit. The cost of the coil would be over $3000 and new unit would be $6500. I decided to get a second opinion form CS Heating & A/C. The tech came out and told me that the dirty filter was causing the frozen coil. When he took out the filter everything ran normal. Now I am wondering if they find things wrong every time they do a service call. Last fall they came out to do winter check on my furnace and they told me I needed a new furnace igniter. Be careful.

Anne M.

07/11/2023 12:00:00 SA

Thornton and Grooms is AWFUL!! Don't ever use them. They told me 2 appointments which turned into 13! After the 2nd, whatever they did caused water in my basement. They did take some off the price at that point. However, they missed appointments and, as I said took 13 when I was promised 2! After they 'finished' the job, they poured cement which did not set. They had to come back and pour it again. The very next day there was a hole in the middle of it where it had collapsed. And finally, when everything was finished, I put my carpet back and the 2 drain holes were not in the same place so the carpet holes did not line up. As a fix, they wanted me to get different carpet for that 20% of my basement. When I said that was insufficient, they blew me off! Please don't use them. They are too expensive and don't complete a job as promised!

Rick M.

5/17/2023

Would not recommend this company to anyone. Two simple plumbing repairs cost 1,000. Needed a gate valve to an outside spigot replaced, 500 for that and a crappy install. Plus the tech pushed the spigot out and now it can't be secured to the wall because it's about an inch from the wall and a open hole. Didn't offer to correct that but said for another 500 I can replace the spigot, umm no! Second repair was replacing a copper tee the was leaking, 460 for this one. Parts I figure cost about 25 bucks and tech was there only an hour plus they added the 89 service call. Crappy workmanship, overpriced, prey on the elderly and we are a repeat customer. Well never again!

Velda O.

11/03/2022 12:00:00 SA

One star too many!! Left word on 11/1 no callback their voicemail claims callback by 9am next business day!! What a lie!! I called again 11/3 left message finally call returned!! The website sys servicing metro Detroit since 1937 again lies!! They don't service Detroit!! Another company that redlines!! False advertising on website!! Also states response time 20 mins!! Lie!!

Please remove Detroit from your service area & state you only service the burbs!

John L.

9/26/2022

Had a violation that requires a technician to come back out...I called a week ago to schedule an appointment for this week...nobody called me back. I had to call again and set up a time on THEIR SCHEDULE to come out and fix their screw up. Customer service with this company is non-existent. If you are looking for a company to do any kind of A/C or furnace work for you...look elsewhere. Never had worse customer service with any company.

Li S.

08/06/2020 12:00:00 SA

First time homeowners here.

We bought our house fully knowing that the AC was 27 years old and practically ready to explode. We crossed our fingers that we'd make it through the hot summer months into the fall before committing to the desperately-needed upgrade.

It didn't happen. We didn't make it. The AC pooped out on us before we even finished unpacking.

We got quotes from 3 local HVAC companies. Thorton & Grooms stood out from the rest. Before arriving we got a text with some info about our service rep along with a picture so we knew who we were looking out for. While they were ever so slightly higher in price (nothing ridiculous, still very comparable), they took the time to go through the entire system with us. They explained why they were quoting what they were quoting and how it was going to affect our home. We really felt like we were involved from start to finish.

Worth noting- they also had shorter lead times than some of the other local companies by as much as 1-2 weeks. WEEKS. W-e-e-k-s.

On the day of the install, the guys arrived and we showed them where everything was. They got started right away. They were so careful about everything- drop cloths everywhere and bootie covers inside the house. They worked tirelessly from morning to evening, and then they cleaned up without a trace. It was like they were never here.

After everything was installed they ran through it with us and it looked great. We could FEEL the difference immediately.

A few days after the work was done we did have a few questions, and they came back to walk us through and answer them. I appreciate the time that they took come back out and go through it with us. The customer service we have received has been phenomenal.

In light of the COVID-19 situation everyone we have seen in person has worn a mask and kept their distance. We felt perfectly safe having them working on our home.

Thank you T&G team, we appreciate you!

Paul E.

12/30/2021

We had an intermitent issue (always the toughest to find/diagnose) with our 13 year old Lennox that needed to be fixed. As there are only two authorized Lennox dealers in the greater West Bloomfield area we went with Thornton and Grooms as their service call was less than half of what the other guy was at a very reasonable $70. For the $70 we got a thorough 1 hour long evaluation that is part of Thornton's regimented checklist that they do on every service call where issues/concerns are highlighted and various options at various cost points offered to correct the issue. As I was standing over the technicians shoulder the whole time due to my desire to always learn, I was impressed at how thorough these checks are and the logical approach taken by our technician at isolating my issue (an internal rust blockage between the third and fourth gas chamber). Going into this tech visit I was convinced that they would leave not having found the real root cause of the issue but thankfully they were able to isolate it and fix it due to the technical competence of their Technician ((John). Two big thumbs up here!

Aside from the repair that was done I also found out that Thornton & Grooms offers an annual maintenance Home care program for $149 that entails once a year system safety and operation check for the furnace, A/C and home plumbing system. Included in this Annual program is the waiving of the service call fee, 1 drain unclog per year free, and 50% off on numerous repair fees/parts. Really a great deal when you consider the totality of the package where these maintenance checks/services becomes much more important on a older system system like mine.

Overall I was truly pleased with my initial dealings with this company and will be directing all my future HVAC needs/repairs their way. As info and if you are big fan of Google reviews this company has a rating of 4.9 out of 5 based on 6600 reviews. Clearly they are doing something right! Nice job Thornton and Grooms.

Rebecca B.

12/20/2021

Update on my prior review. On our last visit they came during a clutch plumbing situation (where they recommended we dig out our yard for $12k, but we declined) - they somehow sold my dad/us a package for the furnaces - which came with free filters. Big shocker, it doesn't actually come with the filter.
Subsequently they came to inspect our furnaces and one of them, of course, had a problem. Wanted $1600 to fix it but sent a sales guy the following day just so we could weigh our options. The sales person suggested we buy a furnace and air conditioner for $10k so we wouldn't be without heat. Mind you, we had heat. I. Was. Furious. Luckily I intervened, because it seemed like this was just a way to exploit seniors (my dad originally set up all the meetings and I caught wind of it).
I have a friend who owns a hvac business so I had him come the same day (sales guy left, and he pulled in). Inspected the furnace and said we could wait on the repair or just get it over with and it would cost $385. Seems like a deal.
It felt very sleezy.

Laura S.

11/15/2022

Don't sign up for the family plan. It's just a way for them to get in your house. They always find something wrong for about $450 - $950. Customer service and tech's are nice and professional but I don't trust them or their opinion. It's like their goal isn't the problem but getting more money out of you.

Teri H.

3/24/2023

I wish I had read the reviews before having them come out. I do NOT recommend them unless you are a millionaire and can afford the ridiculous prices they charge. They don't give itemized invoices, so you have no idea what you are paying for: parts, labor, etc. My brother was charged $750 to replace a faucet and the water supply hoses. The parts at the most cost $150, so does that mean the labor for an hour was $600? The technician also told my brother the faucet has a lifetime guarantee, but on the invoice it says one year warranty. If you have their maintenance plan, then it has a two year warranty. My brother's neighbor was charged over $1,000. to replace her toilet. It's really a shame that they take advantage of senior citizens on fixed incomes, but I'm sure they rip off everyone. I'm not sure how they have stayed in business for these many years at the prices they charge. I realize prices have gone up, but this is absurd. I don't usually write reviews, but I want everyone to know what they are getting into before they call Thornton & Grooms for service. They don't even deserve a one star, extremely disappointed with them. Please look elsewhere for a company with more reasonable prices.

Rick R.

02/08/2023 12:00:00 SA

Had a problem with my furnace, was turning on ok, ran through the heat cycle and finished, then would start up again, but then shut off. Called this company this morning, they were out about 90 minutes later. What a thorough job!! The service man Brian came out and diagnosed not only the problem (dirty sensor) but checked many other components of the furnace as a safety and quality check. Blower motor has a little play in it, but not bad and heat exchanger showing a little heat stress, but for a furnace that is 17 years old, that is expected. Showed the ratings of the heat output before the cleaning and after, big time difference considering I hadn't had the furnace cleaned in about 7 years. Got a detailed report and pics to match. Did provide options in the future for replacing the blower motor and price, plus heat exchanger price which is what I asked for anyway. Did suggest the maintenance plan for the furnace and plumbing but I don't need that.
Overall one the best service calls, customer service and detailed descriptions I have ever had!!! Highly recommended. Also had him check the thermostat which was ok too. Only charged for the service call which was reasonably priced, no other fees attached. My cat liked him, gave him a head-butt.

Cedric L.

11/14/2022

$89 service call fee to get our plumber to the home to evaluate. lol

Ralf R.

4/30/2022

Needed to have 2 exterior faucets replaced. The plumber showed up as scheduled and we discussed the options of replacing the faucets. He was nice and professional, I got a good understanding of what needs to be done, and asked him to quote the job. He came back with a (sorry to say that) ridiculously high price. I limited the job to the absolutely necessary and he started working. He did a very good job, installing the new faucet and an internal shut-off valve.

I am very satisfied with the work he has done, I can't agree to the price, he charged for his work. I know the material cost and I can estimate labor rates and other cost factors, that are part of a price - Thornton & Groom's pricing was way too high. Just the fact, that they charge $ 89.00 just for showing up, providing a cost estimate, does not well with me. Quoting jobs is just part of winning business, the customer should not pay for it.

Bottom line - I needed the job done, so I accepted the high price and got it done. If I would have had more time, I would not have used Thornton & Grooms, but shopped for someone, who does it for a fair price or have done it by myself.

Donna B.

5/31/2022

Received a quote from the owner for digging up my yard and replacing the sewer line for $29,000. I see in a previous review the woman was told the cost would be $12,000...that, ladies and gents, is quite a mark up! Her review was 12/21. So in less than a year, the price doubled and an additional $5,000 was added. Crazy!

Interesting reply about the scope of work since the owner didn't possible know the scope of work since he stated the camera wasn't clear enough to see all that was going on. He gave me four quotes, two to flush and one to place a lining and one to dig up the yard and replace the pipes. He asked me which one I wanted to do. How does one know the scope without actually knowing the problem?

Derek B.

3/29/2022

They do not service Detroit, Pontiac, or Ypsilanti.
Hmm, interesting how the communities that are primarily of color are not served.

Gerald S.

8/30/2022

We had a gas pipe leak and they came out and fixed it. Also signed up for their Home Care Club. Annual visit and was told my AC needed $1500 in repairs. Including a motor. Being 78 and obvious with hearing aids on I guess I was open season on 100% Disabled Vets. My AC is only 4 years old. Nothing wrong with it. Just needed to be cleaned up. Which the wife does annually. Thank you YouTube videos. I got the guy who installed it to come out and check it. He said nothing needs to be repaired. Running perfectly. The Sales Guy used the old line on a Friday.....prices may not be the same by Monday. I told him I would have to check with my financial advisor first. My wife. She and family members agreed. Oh hell no Dad!

Randi S.

03/06/2022 12:00:00 SA

My mother was quoted $1100+ for a faucet repair! Uh. No. I will be calling the attorney general for preying on elderly. You betcha.

Alisa C.

6/14/2021

Update: The master plumber Paul did work today and I'm giving T&G five stars. The guy was awesome.

Jad B.

4/13/2022

Our toilet became clogged by a broken brush head in the middle of the night. No matter what we tried, we couldn't get the obstruction out. We reached out to Thornton & Grooms at 7 AM the next morning and by 9:30 AM the same day they arrived. Our technician, John Christopher, was very professional and quickly unclogged our toilet using his tools. The whole experience was nice and easy and the price was affordable. Thanks guys.

eugene d.

09/01/2022 12:00:00 SA

Despite the T&G response to my recent review, the tech provided only one option, i.e. $560 for 45 minutes of work. Considering the price paid, I have to believe the profit margin was substantially greater than the 10% figure referenced by the manager. The $89 service call price is only a teaser !

Saran S.

7/23/2019

Upon first bad experience.. they fixed my issue and they have been doing a great job, since..

they did an inspection and helped me Identify and fix few things..

I would recommend them and hire them for any job.. they are little to the pricy side..

Very professional efficient and the amazing customer service..

David J.

12/05/2021 12:00:00 SA

Do not use, there is a total lack of communication between their different departments there a technician told me my new furnace came with a thermostat when the salesman came out he said it was going to cost me an extra 130 your for a thermostat I told him OK when the installers came out they told me nobody told them to bring a thermostat they were supposed to clean up after themselves left place looking nasty broke trim on my door the only positive thing is the installation was on time

Jimmy J.

03/10/2021 12:00:00 SA

Updated review. TG customer service called me on a Sunday practically begging me to have a furnace cleaning. I didn't like being called on a Sunday especially given my previous issues with TG. The woman calling was nice and gave me a great price to for a furnace cleaning.

The tech that came to my house was excellent as has been my experience with TG. He did a great job and even replaced a loose connection for free. The tech made sure to wear a mask, gloves, and shoe protectors. The tech did try and get me to sign up for a service contract but was very understanding when I explained to him my previous issues with service agreements.

TG is an enigma to me. If their customer service and issues with service contacts matched the quality of their technicians, they would be the best HVAC business around!

Mary R.

7/20/2021

I had some problems with them in the beginning of my plumbing project but they did fix my issues
Promptly and efficiently. I really do not want to go into i detail other than what I told you. I was satisfied that they corrected my bathroom isdues with my tub, shower and toilet and structure issues. They took out an old tub and shower and put in a new one. When they took the old one out they damaged a lot of my walls. But like I said, they fixed the issues to my satisfactions

Tricia R.

03/12/2022 12:00:00 SA

Scheduled a service call to investigate a shower leaking through to the basement. The technician cut three giant holes in the drywall, left dust everywhere, pieces of drywall and concluded he couldn't find the leak- all after 5 seconds of looking in the wall and three minutes of mangling everything. Left the everything behind. I would give zero stars if I could.

S A.

3/21/2022

We purchased an AC unit last week and we were never informed about the buy one get one offer. We saw the commercial ad and called on Wednesday. We were advised that John the manager would give us a call back by the end of business, no call call back. Called on Thursday and Friday and still no return call. So today is Monday and still no return call. I called and asked for John which I was told once again he was unavailable and I could leave another voicemail. Iam so disappointed this is very unprofessional. I asked if there was anyone else I could speak with or even a corporate number. I was advised he is the only person to speak with. If I don't receive a call back from John today I will be reaching out to the BBB and news to make sure everyone knows they are running false ads.

Nathan J.

8/31/2021

I had a leaky faucet and scheduled a service call. The plumber came out a said he could try and fix mine but I chose to replace faucet. He did give me options on faucets which were fairly priced. The problem is they add 25% labor, 25% overhead, and 25% warranty or something. So I had to pay $1,300 and some change to replace a faucet. I was shocked when they charged my card which they asked for before work was ever completed.

Mary T.

03/04/2021 12:00:00 SA

Horrible! Do not hire them! Ripped me off. In 2 mos time we spent $2500 on 2 diff repairs to a 10 yr old furnace and still down. I'm so furious I'd like to take out a front page ad to tell everyone not to hire this company! The last call to them after 3rd failure in 2 months was them telling me that yet another hugely expensive cost to repair it! Misdiagnosed the failures each time. Rip off. Manager wouldn't even call me direct. Had his customer representative take calls. I dumped them and called a local, trustworthy HVAC company. No way should you believe their website of 5 stars.

M J.

09/10/2020 12:00:00 SA

Update:

The company saw my 1-star review, sent an excellent tech to our house today and fixed the issue. I am updating my review to 4 stars - even though the original experience was bad, that someone cared and took responsibility for it is good and I want to give credit where it's due.

Original Review:

We've been with Thornton and Groom's for years and even joined their membership, but today's horrible experience with their office manager and scheduling forced us to leave a bad review. First, let me say their technicians do great work - are knowledgeable, clean, and professional. T&G is expensive but we believe you get what you pay for.

We scheduled for an appointment a week ago to fix a broken primary sump pump (it's been raining hard last week where we live so we were obviously nervous). Today, no one showed up. We called twice during the day and were told - no problem. Then at 4:30 they called to say they need to reschedule to FIVE DAYS from today.

Now, I understand businesses have bad days, but when you as a customer didn't do anything wrong, we expect fair treatment. Instead we were told that they were backed up for over 12 days, and that they could squeeze us in five days from now. Then what was the point of scheduling a week in advance?!

They repeatedly asked if we had an emergency, and we repeatedly said that was besides the point. Like we had to meet some criteria for you to keep an appointment. You as a business made a commitment and failed to honor it. The correct response would have been We're so sorry to have missed your appointment today, if you can wait 5 days, we'd be happy to take xx% off your bill. Does that work for you? That would have been easy, but instead, they wanted us to accommodate their errors in scheduling without acknowledging what a total cluster their own organization was - making us wait a whole day with no accountability.

The ironic thing was for the 30 minutes we were on the phone, the on hold marketing message was literally We guarantee 100% customer satisfaction! You can count on us! I had to listen to that BS over and over again. At the end of the call, the manager said, and I quote We'll try to come tomorrow. But no promises. What a disappointment, great technicians, horrible office staff manners and customer service. Time to look for a new plumbing service.

Kirk h.

4/13/2021

My mother used them when I was growing up in Bloomfield. Thought I'd give them a try (I'm in Detroit). Only it turns out they don't do Detroit. I'm so sick of this - here for 19 years & the companies that won't come to the City . . . In what other major city does this exist? I've heard stories from construction contractors that Detroit permitting used to be a nightmare, but that only seems to stop companies looking for reasons not to do work downtown. Adding Thornton & Grooms to my 'don't call' list.

Tudor A.

7/27/2021

When I purchased a new furnace and AC unit from them, they gave me an extended 5 year warranty. Today I was told the fan blade on the AC unit needed to be replaced. The part was going to be free, but the labor was going to be $185 to replace the fan. Mind you there are 4 screws to remove and have access the fan. I asked the tech how long did he think it would take to replace the fan blade. He said 30 minutes. That comes to an astounding $370 per hour labor rate.. for something that I thought would be covered under the extended warranty.

I would recommend that you use someone else

Atif R.

03/06/2020 12:00:00 SA

Do Not let these crooks into your home. They will upsell and recommend unnecessary repairs to make more money. They make huge margins on water heaters and disposals and I have noticed many complaints of them pushing these on people.

--$69.00 for a service call; but once they tell you what they think is wrong and you refuse their ludicrous pricing they add an Assessment fee so you are already on the hook for $200 in charges.

--We called them to look at our on/off valve which is a two inch pressure valve located under the sink. This unit cost $9.99. They wanted $251.52 to replace it.

--Our disposal was fine but the plumber indicated that it was all involved in the leak and they wanted $690.00 to replace.

--The pricing is truly unconscionable. They are vipers not to be trusted and once they gain entry into your home, watch out because they will upsell you on things you don't want or need.

--Look at their BBB complaints and Yelp reviews for similar stories.

Beth R.

11/10/2021 12:00:00 SA

Thornton and grooms installed a new furnace for me a few years ago. I called early Friday afternoon for water leaking from the furnace. Was initially told no one was available until the 16th unless I was willing to pay extra. I agreed to pay the charges and a nice young man came out and supposedly fixed it. It is now not even a week later and the leaking is 10 times worse. Once again, there is no one available unless I pay AGAIN for emergency service. By the way, I pay a yearly fee to them to be considered a platinum customer. This business is a scam!

Michael W.

12/14/2021

UPDATE**Ms Candace H. this is not a game, and you know your company did not reach out to offer a Service Mgr. to come out to confirm my claims....you guys just wanted to see if people are stupid enough to play these games - so the only offer was to sit down with me to get me to show my proof up front ( which clearly shows this Tech in action). In my profession which includes investigations, people will say anything to cover their butt until they get caught. Good Luck on that, and apparently, it seems that your company has a bad history with salespeople acting like technicians to get a sale. Again, If I was you or your service manager, I would have Mr. Kennard document in detail to you his timeline and procedures from the time he came into my home; when he left out for a moment; what he had when he returned; his procedures taken after he returned; his conversations on the repair and the need of a new furnace; as well as his procedures taken when he reassemble...then you have your proof which could be compared. It's a shame he did not follow through with the offer to fix his wrong when he had time. Warning: Don't Let T & G in your home to do an inspection, especially without standing every moment of the time or having the service call video recorded. Also, before any service or inspection make sure you know what they are doing in detail, and then get a second opinion before they do anything. Don't go through the hassle of fixing someone's else wrong. If this company strive to provide a five star then why are the outcome of a fix is overpriced and unnecessary. They strive to get a new furnace sold............Stay Tuned.

Craig I.

11/02/2021 12:00:00 SA

Having never worked with Thorton & Grooms I can only share my experience from today. The Corporate /Dispatch office is not customer satisfaction focused. All the music on hold and web site promises have much less impact than delivering customer service let alone excellent customer service. They failed to deliver the most basic level of service at my home. (plumbing). No work was done. The plumber was short and rude. He did not come to do the job. (I was told he would come prepared to do the job). The plumbers report back to the corporate office was a lie. He said I would not let him in my house. That is not true. He left my house and would not give me a quote when he told me I had to pay $65 (He did zero work). I refused. He left in a hurry and said I'm out of here. The one shining star at the company is the Customer Experience Manager. She took great care to listen to my concerns and tried to resolve my situation. Unfortunately, she was unable to do that because the plumbing manager suggested a ball bark quote would be more than $1200. In summary, they over promise, under deliver, Lie and attempt to take advantage when someone is in need. You be the judge; do you need this type of aggravation?

Vincent S.

3/31/2020

Thornton & Grooms came to my home in response to a clogged toilet drain. The technician quickly discovered that the clog was in the main line between the clean out and septic tank. He then determined that snaking would be the best plan. He ran the snake twice (5 minutes) with no attachments and said that the clog was too dense for a snake. He explained that another technician would come out with a camera and then discuss next steps. After the camera crew performed their inspection they offered two proposals. Either $1100 for a hydro-flush or $2200 for a hydro-flush and clean out of the cast iron section of the line. Knowing that this sounded strange I had another plumber come out to evaluate.

The second plumber snaked the line many times with a different attachments combined with hose water and cleared the clog in 20 minutes for $250. To say I'm disappointed about the general business practice of T&G is an understatement. Steer clear of this company unless you don't mind wasting money.

Joyce H.

07/02/2019 12:00:00 SA

I contacted Thornton & Grooms because I wanted a reliable, professional company to assist me with several plumbing concerns. I had them perform 2 simple jobs (1) laundry tub pump. (2) install Omni house filter. However, they installed a filter that does not support a well (RS1-D.S.). This inferior filter was filtering my home for 3 months. I realized this when I looked at how corroded filter was when I went to replace after 3 months with 2nd filter left by Thornton & Grooms. I ended up contacting manufacturer who confirmed that Thornton & Grooms installed wrong filter (see attached photo).

I contacted Thornton & Grooms to make them aware of error. Managers response was we will have to order it and then set up appointment to come out to your home. He provided no apology, no explanation, and no acceptance of mistake. They acted like it was an unreasonable request to replace the incorrect filter and I was an inconvenience. I requested that correct filters be dropped off and left in my front door (as I work).

Today I received email stating that Patrick Somers from T&G was at my home and filters were dropped off. When I came home from work no filters were at my home and no indication that T&G was at my home.

I ended up buying 2 filters on Amazon. It is a small thing, but frustrating to me.

Next time I will go with less expensive company and pay more attention to job at hand.

Michael S.

12/28/2020

In this day and age where customer service is lacking by most companies, Thornton & Grooms puts the customer first- assuring that if there is any issue, it will be resolved. I will say I had far more success dealing with the office directly, then working through my salesperson or installer, all of which were polite, and straightforward with their duties. When an issue required resolution, a call to the office had me scheduled and finally completed in an acceptable period of time. Would I return - for sure. I really felt I was important to them.

Dan S.

10/30/2018

TL;DR: T&G left me with a possible carbon monoxide hazard for 11 days. Avoid if you don't have working CO detectors.

T&G was brought in as a subcontractor on a mold remediation job in my HVAC closet. They were hired to remove the HVAC unit and reinstall it once the cleaning and rebuilding was done.

The first issue happened when they uninstalled the unit, and left it out on my deck, uncovered, in the middle of September. It would definitely have gotten rained on that night if I hadn't gone to get a tarp and wrapped it up myself.

It got worse when they came to do the reinstall. I wasn't able to be there, so I had a friend (who happens to be HVAC certified) there to let them in etc. First, there was some (understandable) confusion because the rebuilders had built over where one of the ducts had to go, but it got worse because T&G claimed that the remaining duct was part of my upstairs neighbor's system, that there was no way they had taken it out, and that they couldn't put it back. Further, they wouldn't give the invoice or any documentation of the problem to my friend, due to them not being the owner.

I spent the better part of the next week trying to get the invoice and documentation from T&G so I could go back to the rebuilders. At the end of that time I remembered I had some before pictures which showed that the old duct stayed on my level. What had in fact happened was that T&G had left the job half done, with my return duct unconnected, which is a significant carbon monoxide hazard.

I finally got the installation manager on the phone, and was at great pains to explain what was wrong. After 11 days living with a potentially deadly setup, they sent someone out this morning, who continued to insist that the duct was part of my neighbor's system until I showed him the pictures (which I had sent to the installation manager), at which point he immediately relented. He got the remaining duct installed, but said they're going to send someone else out on another day to replace the insulation, which seems entirely unnecessary.

Once this is done I'm definitely planning to get another company out to inspect the work. It'll be inconvenient, but I don't want to maybe die.

Angie H.

8/20/2021

i needed my water heater looked at. I was given outrageous quotes For a furnace (called you here for a water heater) and water heater install didn't fix a thing and stole $75 bucks for a service call. I know your rep, my fault for calling.

Suzie W.

05/01/2021 12:00:00 SA

I bought the plumbing contract based on the first visit and then 3 out of the 5 times we had them out they confirmed my appointment the day of and at the last minute they cancelled. On two of those occasions we had to rearrange our schedules. Very disappointed and per one of the prior reviews this is pretty normal. We were originally going to hire them for the heating and cooling contract. Thank goodness we didn't do anymore business with them

Tony S.

06/12/2020 12:00:00 SA

RUN AWAY FAST!

Don't get fooled by this company! Wrong advice and incredibly overpriced. Had 'Steve the Salesman' out for an inspection of the sewer line. He couldn't get through a couple of roots in the pipe around 40ft. and decided on the spot that I needed either an entire rip-out and new install OR for half the cost of that, get a liner put in for $12,000! That's a robbery people. When we asked about getting it snaked, he said there is no way the pipe would last and snaking the system wouldn't work. He admitted he was new and acted like he hadn't heard of snaking before if you can believe that. After telling me this and trying to get me to book an appointment for this good deal he began sweating profusely and his hands would not stop shaking as he tried to get me to sign.

2 days later I decided to get an actual Master Plumber to look at it. $600 later the pipe is snaked, free of roots, and from the Master Plumber's mouth, this pipe is in great condition.

Oh, I also got a quote for the entire system rip-out in the front yard from the Master Plumber's company...$3,800. Not $24,000 like Thortons quote!

Aron B.

11/15/2018

We've only used them the one time, but I've gotta tell you, we were plenty impressed.

I've seen their trucks running around with a $99.00 special for unclogging a drain, which if you've shopped for the service, is actually quite inexpensive. Instead of calling our usual place, we decided to give Thornton & Grooms a call. We spoke with a pleasant woman who got us on their schedule for the next day, which was good as our bathtub wasn't draining well, and we'd been living with it for far too long. Next day service was welcome.

I was a bit apprehensive about the way they schedule things: they have a rather open policy about when they're going to be there (they did say early afternoon, but that it was flexible), but they told us that they would keep us informed by sending us text messages. They did, and they were *terrific* about it: not only did we get texted when our tech was on his way (early, in fact...he arrived somewhere around 11AM as I remember), but they also texted us his name and picture, so we knew a general idea of who'd be showing up and getting access to our home. They could not have done this part of the job any better...super well done.

Mario was great! My father thought him a bit on the young side (as in, I'm not sure that this young guy really knows what he's doing...), but Mario *does*, in fact, know his work. He was courteous, he was thorough, and most importantly: he solved our problem as requested. When he was done snaking the drain, we once again had great water flow through our drain, and order was restored.

Even more impressive: that $99.00 price was *exactly* what we were charged...there was no adding on to the promotional price for this, that, or the other. We got exactly what we were told we would get, for the price we were promised. That, folks, is a very welcome thing when it comes to *any* kind of in-home service.

Look: it was one time, so take that into account, but we are *very* happy with our experience with Thornton & Grooms, from the phone conversation to make the appointment, to the communication with us on the day of, to the technician Mario who actually came and did the work, to the price we were charged for the work. Everything was smooth, above board, well-priced, and *right*.

In the aftermath, they've emailed us asking for our opinion about the service, and they've sent us a thank you note via the USPS with a $25 discount card for a future visit. Very nice.

What's not to like?

Angie K.

1/17/2022

I have used Thornton & Grooms for 10 years. Initially, I was pleased with their service, quality and prices. However, over the last couple of years, I have been increasingly dissatisfied. Today, I had a technician out to repair or replace my garbage disposal. Once informed that it could not be fixed, I was provided a quote for the same disposal which lists for $450-500. The quote was an outrageous $1400! I was then urged to renew my $150 annual service plan so I could save $69 on the service trip fee. At this point, I did not plan to have them replace the disposal at such an egregiously high cost. I was then told that all warranties provided on all services performed at my house for the past decade were void unless I renewed my service contract. This company is not a plumbing company but rather a company in the business of exploiting its ( loyal) customers. I highly recommend finding another company .

Chelsea T.

08/08/2022 12:00:00 SA

not even one star. we were completely ripped off by this company. they say they care but they don't. our ac broke during very hot temps and they came out and said they could fix it for $500 but it wasn't guaranteed that it would help and recommended getting a new one for 7500k - we didnt like that price bmso we shopped around and we had a guy come out and fix it in 2 minutes and charged us $150. he said we didn't need a new one at the moment and he just needed to replace one thing. ON TOP OF THAT - they knew we had twin babies and a 4 year old on top of a heat advisory with no where to go and they still couldn't temporary fix it - this other guy did it in 2 minutes. thorton anf grooms made us wait 4 days until they could get us a new one and even longer to repair it - even though the other company did it in 2 min. I am outraged by this company. they say they care but they absolutely do not!!!! our house was insane and our babies had heat rash. they didn't care. we also bought a furnace from them in the past and it was completely overpriced. will never ever use this company again. IF YOU WANT TO SPEND TRIPLE THE MONEY - use this company. they completely scam you and use their fake niceness to reel you in.

Dustin W.

07/05/2018 12:00:00 SA

Never will I recommend this company. I hired them to come out to install my washer and dryer. $600 later, installed a gas shut off valve which I did not ask for. And worse still did not install the washer or dryer. When I called have them come back out. She told me it would be an additional $400.

They wanted $1000 to hook up a washer and dryer. Let that sink in. Not even remotely worth ever calling them again for anything

Peter D.

6/22/2020

We had an issue with our pipe out to the sewer as there were holes and tree roots growing through it. Water started to back up into our basement so we had Thornton come out and look at the issue. They told us we would not have to dig the pipe up in the yard if we install a liner for about 14k which they came out and did. The issue ended up being worse then they thought and they had to dig into the blvd in the street to replace part of the pipe.

This took about 3 weeks with probably 6-7 visits. A couple of times our appointment was pushed off for emergency situations. After they finished installing the liner they said it was pretty much good to and that they just needed to come to come back out and put the finishing touches on it.

A week and a half passes and I don't hear anything about them coming back out to finish, so I call and they schedule someone for that Friday (I called on Tuesday). The technician comes out Friday and tells me that the liner has collapsed in a part due to groundwater etc through a hole in the pipe so that they'll have to come back out on Monday and dig up the sidewalk and part of my front yard. I was most annoyed about the fact that if I hadn't called, I don't know when anyone would've come out. There didn't seem to be anything scheduled. With the fact that there was ground water etc in the pipe while they were fixing it, the fact they didn't have any urgency to come back and finish it was disappointing customer service to say the least. We did all this to avoid exactly what ended up happening and it mainly due to a lack of service on their end. Needless to say that having this drag on during covid wasn't pleasant as well.

That Monday they come out and dug up the sidewalk and part of my front yard to fix the pipe. That goes fine and they fix it but leave the sidewalk, front yard, and blvd they dug up still looking terrible. They made it seem as the city or them would come out soon and get
It fixed. So today, a week later, I called the city and they told me it was Thornton's job to come back
And finish cleaning up. I call Thornton customer service line and wait on hold 15 mins just to go straight to
Voicemail. When I did get a hold of someone they admitted they had nothing scheduled to come back out and finish it up and it wouldn't be until next Monday that someone could come. I posted pictures of what they left our yard like below. For paying as much as we did to get this fixed it sure didn't seem like we got the same level of customer service and support to match. Definitely wouldn't use them again.

Ari P.

08/11/2021 12:00:00 SA

Customer service made it up to us after an initial poor experience. The service people are great. The schedulers need some work. The process of waiting all day for an appointment could be improved so the customer knows if it's first half or second-half of the day. I'm happy that their service department recognized the issue instead of blaming the customer.

Ara B.

08/10/2020 12:00:00 SA

Most HVAC companies are rip off artists but these guys take it to another level. They advertise the most so you think they're the best but that's how they get you. You will pay $250 for a $25 part and be charged 2 hours of labor for basically a loose screw or two. That's on top of the service charge. To make matters worse, our repairman fix didn't even fix the issue. In the invoice notes it said it could be a bad circuit breaker. Translation? I just paid over $500 for a repair that didn't need to be conducted because the real problem wasn't identified properly.

Katie L.

6/16/2021

Just wanted to let everyone know that if you ever have a plumbing issue to stay FAR away from Thornton & Grooms. We had them come out Friday (6/11) to re-pipe our house and paid a pretty hefty amount (almost $5,000) for it to be as crappy as it is. We've had issue after issue. Pipes weren't run to anything, we've had more leaks than we had before the plumbing was fixed, and they never sent out a city inspector to make sure it was up to code. Currently our bathroom is torn up from the floor up without a toilet OR a sink and they have yet to give us a place to stay. Keep in mind, I'm 7 months pregnant. They don't care about the customers, only about the money.

Mike B.

07/07/2020 12:00:00 SA

Quoted $600-800 to replace furnace fan. Paid $944. Found the fan online afterwards for $300. Very high pressure sales guy/tech. He left the old parts in my front yard. And here's the real kicker, the next day, the fan stopped working again! They are the worst!

Frank M.

2/14/2020

Never honored service apptmt. Made 2 days ago. Waited 6 hours for service tech. No show. No call. I had to call them 5 times to see what the heck was going on. I lost a half day of work waiting for these no shows. Outrageous

K B.

4/14/2021

Run from this company!...Came over with a tune-up a/c offer... Left a/c that was working not working... claimed needed repairs , but refused to specify what repairs were needed ... Just gave a total price! Asked, but would not tell me what needs to be repaired ....wants to send sales team over to put in new a/c... This is a come-on

Yvette A.

10/26/2019

Last Friday I paid more than 1,400 dollars for a drain fix with your company. When I arrived I found my tub all dirty, it wasn't rinsed and got all of it stained.
After using it it was plugged and I called Saturday morning and was told that unit Monday I could get it fixed. I called again and supposedly I was going to get emergency service and didn't.
Now I have an ill elder person that needs shower everyday and can't give it to her until Monday.
Very very disappointed.

Sena H.

04/03/2018 12:00:00 SA

We requested someone to come out and give us a quote to replace our furnace. We were happy that they gave us an appointment for the same day. This was our 3rd quote request so we had an idea of the time it takes and the cost of the unit we were looking at.
The first turn off is that the sales guy they sent us had a cold and was constantly sneezing and blowing his nose in my house. He then spent 2 hours taking measurements and coming up with the price. The other 2 companies spent less than 30 minutes. The price we received was significantly higher than the other 2 companies. What a waste of our time. We also had to sanitize our whole house because they were so inconsiderate in sending us a sick person leaving germs all over our house.

Shirley W.

07/06/2021 12:00:00 SA

The advertisement reads service the Detroit area. That statement should be removed because they do not service Detroit

Steven B.

3/13/2020

Overpriced and uninterested in what is best for the client, only interested in inflated price.
Very disappointing but a blessing in disguise because I learned through another plumber that I do not need a liner as suggested by T&G. Ended up costing $200 to clean out the line rather than $1600 T&G wanted to do the same thing. T&G wanted $17K for lining the pipe, another plumber was $10K. They definitely shoot for the sky at Thornton&Grooms. Buyer beware!

Vern M.

6/13/2020

Don't let them waste you time! I scheduled an appointment over a week in advance. Took the day off hoping to get my plumbing job done.
When no one called or showed up by noon, I called and was told they would there early afternoon. I was told they work until 4:00PM. So when no one called or showed up by 4:00PM, I gave up on them. Waster an entire day.
They at 6:30PM I get a text saying they were on the way. Called and cancelled.

I guess being a big company, they don't really care about are residential jobs or the homeowners time.

Call a small local plumber and give them your business!

I wont pass on the opportunity to tell anyone who will listen about the terrible service.

Troy A.

4/26/2021

If you have a pressing issue go with someone else. I have made multiple appointments that were cancelled at 4:00 PM the day it was schedule. Obviously scheduling mistakes happen but clearly the management lacks the ability to understand logistics. Further customer service is awful. The call to cancel was essentially, sorry you had an appointment we are understaffed. Is that not the point of making appointments? Either way, do not let them push you to the service plan because they have no intention of honoring it. Why help existing customers when there is more of an opportunity to get new service agreement with a new customer.

Andy L.

04/01/2019 12:00:00 SA

They were really great in a pinch. I needed my pipes snakes and they were able to come that night. They have also helped fixing a gas leak in my utility closet. I will say that the prices are a bit high, but the quality of service was good. Besides the price I would say the all day service window for the yearly furnace and air conditioning checkout is a bit inconvenient.

C C.

12/18/2019

Very shady. Incredibly overpriced, and will offer to sell you things you do not need - at ridiculous prices. Too many honest businesses around to feel the need to call this place. Avoid.

Drey S.

03/03/2020 12:00:00 SA

Called to request appointment to unclog sink drain. Consultant mentioned their fee for them to come out.
Mentioned that I was out of state, but someone will be at the house. Their fee more than doubled because it is their policy if homeowner is not present. I mentioned that I can provide credit card to put on file to eliminate any concerns. Did not want to work with me. Used them previously and this was never an issue. Well, I will go find someone else for this job. Their response - sure go head. Business does not care!

Isabel I.

06/02/2021 12:00:00 SA

Slimy business practice of upselling services. I have an annual maintenance plan for plumbing and water heater. The technician who came misrepresented the price of installing a lid on our sump pit. Told me around $100+ but after the install was completed, charged me $656. I was not emotionally prepared for that amount. Had I known it would cost that much, I would not have agreed to it and just buy a thick piece of wood or cinder block from Home Depot to cover the sump pit. I am pissed that the technician did not tell me upfront how much the total cost of the install. Will definitely not renew the annual plan. Hate these slimy tactics of upselling

Jerry J.

05/12/2021 12:00:00 SA

RIP OFF !!!! 69.00 QUOTE FEE ??? Who charges a service fee to give a quote?I had 3 different companies come give me quotes. Their prices were between 2000.00 to 2500.00. This company quoted me 6200.00 on top of a service fee. I got it done for 2075.00 and couldn't be happier.

Hal N.

06/10/2016 12:00:00 SA

Kim Dondero works here.

Also, Mike Lilley previously with the now defunct Mechanical Energy systems still does work here, and he's amazing with every kind of renewable energy system!!!

Dan N.

10/31/2019

Over-priced, poor service (even for platinum customers), can't even get a call back when there's a problem. Scheduling an appointment is an adventure--no idea when they will come.

The next day still waiting for a return phone call and another missed appointment.

Brian A.

10/08/2019 12:00:00 SA

Very expensive company! I purchased platinum package only to receive nothing but a sales pitch for thousands of dollars in preventive maintenance work. Everything worked fine during annual hvac inspection but they suggested $1300 worth of work anyway. Basically I paid them to send a tech to my house and try to sell me more services I didn't need. I thought I got basic annual maintenance service included with platinum package but got nothing but a sales pitch, not even a simple filter replacement. Not worth it at all

Ed H.

6/27/2019

STAY AWAY!!!!! VROOMMMMMM... RIGHT DOWN THE TOILET GOES YOUR $$$$ Came out looked at water heater, informed me that I needed to replace for $1800!!! Had another company come out next day tightened a loose copper tube. Been about a month, no issues! Be careful, get a second opinion!!!!! Only good thing, I was refunded my entire amount for the service call. I explained that the gentleman that came out did not properly diagnose the problem and should not be charged. This is to inform others of my experience with Thornton and Grooms. As I stated in the review, I did receive a full refund. Others must be aware of the deception that occured.

Liz W.

10/18/2019

I took the day off and waited all day without updates. I had to call twice. Told close to 5 pm that the technician was 45 minutes away and when he arrives, the check could take 2 hours. Still waiting. I have a commitment to a celebration tonight that will be late for. We cannot expect to take an entire day off without any notification or estimate of am or on. When Burton and sons owned this company, service was impeccable.

Denise L.

10/16/2020

I had an estimate by TG to install a heater in my garage witch is 600 square feet their estimate was 6120 dollars . They said the heater was 4000 dollars that is a joke I can buy a 45000 B.T.U heater for less than1000 dollars . As far as I'm concerned I would not use T.G to do anything THEY OVER CHARGE FOR EVERY THING SCAM SCAM SCAM

Anthony D.

2/21/2020

They were absolutely awesome! My Furnace went out in the middle of the night and with in a couple of hours of my call a tech was there to check it out. I eventually had to get a new system and they hooked me up the very next day. I highly recommend them for their professionalism and the attention to detail.

Zelun W.

08/02/2019 12:00:00 SA

Did not get the call back. BTW, I had another company look at my AC. Guess what, my coil isn't even leaking. The leak is somewhere else, you guys were going to charge me 1600+ to reinstall a coil that does not have any issues. Misdiagnosis and you guys just keep giving temporary patch work and charge me unnecessarily. This is Unbelievable!!

John K.

9/26/2020

Took 10 days for appointment, waited all day to show, said would be late, then 4;55pm called and said could not make, stressed I had a leaky faucet that was damaging a cabinet, TOO BAD we can reschedule 8 days later, totally unprofessional. Would not recommend!

Marie L.

1/31/2021

We had a old sump pump that burned out and they were able to find the correct one to fix it in a timely manner. I would highly recommend using their services, they left us with instructions on the sump pump and a flexible payment plan. Great company!

Jack R.

2/28/2019

One of the most dishonest companies I've ever dealt with. Furnace went out in the middle of winter. Naturally, I called someone out immediately. Thorton and Grooms had very good Google reviews, so I thought we could trust them. Big mistake. Their technician diagnosed the problem and gave me a quote that was about 200% higher than the going rate. When we declined to go with the overpriced estimate, the company charged us a $244 service call plus diagnosis fee. They said the fee could be refunded if we went with their overpriced services. As far as I'm concerned that's basically extortion.

They did nothing. They did nothing but come out, point at the furnace and say you need this fixed. And they charged $244. Still trying to resolve issue. They may yet do the honorable thing and issue a refund. But so far, what a joke of a company.

Oh and I'm sure they paid a SEO marketing firm to give them fake reviews on Google. The only way to explain the mismatch in reviews here on Yelp with those on Google. Do not trust these people!

Tim S.

7/22/2019

I requested a vacuum breaker test for backflow certification required by the county. Rodney, the plumber they sent out, misrepresented what needed to be done to pass certification and suggested a $900 fix that was not required. An inspector from the county told me that the plumber was incorrect, and I passed the test at no cost.

Coincidentally, the plumber I hired from another company said T&G wanted him to work for them, but he did not like their business practice when they asked him in an interview how he would upsell customers when they need work done. Beware of this practice with this company.

The only credit I will give the company in this case is that they refunded my money for the service call after I complained.

Daryl W.

03/11/2019 12:00:00 SA

If I could write zero stars I would. Very Unethical employee employed here who has zero ethics. I would always think twice before you hire someone. Some people are liars and are unethical people. They say in life you are who keep around you. This employee should not be employed by this company. And for this company to allow this employee to be employed speaks volumes on this company.. DO NOT HIRE!!!

Tarek O.

03/03/2019 12:00:00 SA

I signed up with them for multiple services because of the high reviews. I knew I was paying a PREMIUM everytime and ALWAYS they were trying to sign me up for something different but I didn't mind because I wanted to buy peace of mind. They came out for what was supposed to be a free scheduled maintenance visit around Christmas time and suddenly I was told that my furnace is leaking poisonous carbon gases and they had to shot it down immediately. They told my wife they can't fix it and it has to be replaced, keep in mind the temperature were in single digits outside. They kept pushing for it and calling us everyday to make a decision. When I told them I want to get my home warranty insurance involved because they may pay for a new furnace they tried to make us dismiss the idea. Long story short, I got another company to check it and no gas leak was detected... the furnace board wasn't working and they had to replace it FOR FREE.
These are bunch of dirty lying cheating scums that tried to take advantage of cold weather and Christmas holiday to pressure us spend $14,000 on new furnace. STAY AWAY FROM THEM

Jeff L.

1/15/2018

We just bought a new house, and boom, 5 days later all sewage was backing up into our basement. All water drains including the shower and toilet etc. couldn't be used with out our basement drain bubbling
and water coming up.

We tried to snake the drain ourselves, I even went out and rented one of those heavy duty electric snakes they rent at home depot, it wouldn't do a thing.

So I got on the phone and called one plumber after another, they we're all booked and couldn't send anyone out for a whole week, i had no idea it was this hard to get a emergency plumber out.

Then I called Thornton and Grooms, no waiting they had someone out about an hour later.This guy ran a snake too, it actually made me feel good it didn't work for him either. an hour later they sent a specialist out to see if he could free it, he scoped it with a camera and tried to
snake it out too, it was a root issue.

We had a block about 30 feet in, the only way to free this was to bring the big guns in and do a Hydroblast, which unfortunately couldn't come in until the following day. You're probably wondering why this just didn't do this from the get go. I was wondering the same thing, it's
simple, for them to run a snake it's about $99 for the to run this bad boy it's about $1400,I had a little trouble getting over the sticker shock, but our insurance picked it up and yours probably will too.

Needless to say this hydoblast did the trick, I also want to add, I've dealt with other plumbers in the past who were not so friendly and helpful, these guys were all top notch super nice guys, didn't talk over our heads or force us in to anything.

Jamie S.

1/24/2019

On the positive side: they sent out someone fairly quickly to evaluate my situation. He left giving me a verbal quote on a new furnace and a/c (which was very high).

On the negative side: I asked him to email me a formal quote stating warranty, product used...etc. Heard nothing back from him. About 2 hrs later, emailed the office and she said she would send someone out to assess! What? This guy was already here 1.5 hrs! I need to take off work again? They cant give me a written est but only verbal? Next day ~noon: live chat: indicated Im awarding bids at 4, would like theirs (3rd time TRYING TO GIVE THEM WORK!). They provided no est except the verbal one and I awarded elsewhere.

What a giant miss in operations.

Patrick G.

5/21/2020

I decided to try Thornton & Grooms for the first time to service my boiler and booked an appointment online for that evening. An hour later, they called and stated they couldn't come out until the next afternoon, which was fine as we had a backup source of heat. The next day around 4pm, I hadn't heard anything so I called and was assured the next boiler technician would be out. At 6pm someone called and stated they wouldn't have a technician available and couldn't even put me on the schedule for the next day and instead referred me to a third party. I decided to try the third party and got no response so I called Levine and Son's the next morning and they were out within an hour and discovered that all I needed was to reset a safety switch on the boiler damper. Simple.

A week later, I decided to give Thornton & Grooms another shot, this time with their sales department on what could be a fairly expensive estimate for a ductless mini split AC system or even more expensive Unico high velocity AC system. When the sales guy arrived in a $80-90k Mercedes SUV, I decided not to judge. He came inside the doorway and before coming inside any further, asked me what I was trying to accomplish with my AC needs. I told him we were interested in mini splits or a Unico system. Without even looking at the house further, he said a mini split system would cost $20,000 - $24,000 easily more than double any ballpark or quote I've ever received and that a Unico system would be over $30,000 which is 2-3 times over any ballpark or quote I've received. The girl I booked the sales appointment with stated most Unico systems were $12,000 - $15,000 although I wasn't going to hold them to this as I know she was just sharing an approximate and hadn't seen my house. I asked why the price was so high for my 1,500sq. ft. single story ranch home and he said they would have to install duct work and I asked why because they are ductless systems and he said they prefer duct work. Further, he then stated, Yea, I know it's a lot. I thought about just calling because I figured you wouldn't want to do it. All I could think, is why would you think that? My wife and I have almost completely remodeled our home that we bought 3 years ago and have a budget for a system like this. It was one of the weirdest and worst experiences I've had with any tech/salesman. Disappointed.

Since...I've received multiple estimates for a mini split system for $10,000-$14,000 and a Unico system for $14,000-$16,000.

Shawn M.

12/26/2020

I had an issue and called these guys due to the reviews I found online... well at this point ID BET SOME ARE FROM FRIENDS. They told me they'd be out by 4 sometime... I waited all day and put off other things I needed to get done waiting for them and at NO TIME did they call to tell me they couldn't keep their word and show up, I'm now out and have to figure out how to shower and get ready for work the next few days until I can get someone to come to help me with my issue. ID STAY AWAY FROM THESE GUYS since they have zero courtesy

Liz M.

08/10/2021 12:00:00 SA

We hired this company to run a gas line for an outdoor fire pit (for which we paid an exorbitant fee, but such are the times). When the fire pit arrived the line was too long and the connector wasn't right. We scheduled a second appointment to get this corrected, and were exceedingly clear on the work we needed done, replete with photographs of the line and connections necessary. We waited a week for the appointment. When the technician showed up he shortened the line, by pushing in back down the trench, and then said he had to go back to the shop for parts. He never returned, and after two calls to the office they called back to say that the technician had explained to me that they don't do this kind of work, which he absolutely DID NOT. The customer service rep had the audacity to reiterate this lie as if it was perfectly fine and we mustn't understand. What an utter waste of time and complete lack of professionalism. We will never use them again.

Chris T.

5/17/2016

I had the same experience many 1-3 star reviews on Yelp had with Thornton and Grooms...OVERPRICED. The only reason I gave two stars is because the technician was very helpful in a few tips if we were to complete it ourselves.

I am all about a decent profit margin for a company that does specialty work. However, the quote was absurd. I just gutted my kitchen and needed my sink/dishwasher hooked up. The pipes needed to be laced through the new cabinets, but it didn't seem all that difficult for a professional.

The gentleman came over and quoted me $1,200.00, stating that it was extensive and time-consuming work. He also said it would take him about 4-5 hours to complete. My father-in-law laughed when I told him about the quote. He watched a youtube video for a half hour, purchased the parts at home depot for $45, and finished the work in 3 hours. Just to be safe, I called another plumber over for a quote just to take a look at the work and make sure it was up to code and safe for use. He came by and said it was perfect. He stated he would have quoted us somewhere in the $300 range, not including parts.

Buyer beware, if my 55 year old father-in-law can watch a youtube video and complete it in an hour less than the professional and save me $1,155.00, you probably should look elsewhere.

James Z.

5/28/2018

Never go with this company again, super over charge company. I have them to came to fix my AC, cuz the fuse keep burnt out. Their technician came and spent 4 hours to check something irrelevant, at first he ask me to replace the humidifier water panel for $65 which is $8 from amazon, humidifier controller for $248 which is $38 from amazon, thermostat which is very basic one for $177 which $37 from Home Depot's, he replace all of these things and my fuse keep burning, and he realized it might be the problem of my circuit board and ask me to replace the the board for $868 which is $105 cost exactly same one. Over all I spent $1500 to have my circuit board replaced. Besides the cost of item, I spent $300/hr for their service.

David R.

09/12/2020 12:00:00 SA

Their tech came out to replace a capacitor on my AC but then it wouldn't start up from the thermostat. He told me I had to do a several thousand dollar refrigerant replacement. But after hiring another company to look at it I realized he crossed the AC2 wire with the AC2 wire (My furnace is two stage but my AC is not) Turns out that's why my thermostat would not start up the AC. I also had this company quote me for two new ACs and they were by far the most expensive in town.

Fay G.

8/30/2020

Thornton & Grooms have many hidden fees and their price structure changes based on if you are a home owner or not!!! Landlords be aware. They will not give you a time frame for service. I will never call them again, there are many other companies who provide the same service with better customer service and lower price.

Doug R.

1/28/2014

It was a brutal cold day, and the drain/sewer line backed-up into the basement. Every plumber I called was booked into early Feb. A neighbor recommended Thornton & Grooms.

I called. They answered on the second ring. I explained my situation. We agreed on an appt window between 4PM - 8PM. I got a call @ 4:30PM explaining that the current job was running longer than expected; and that I should expect them to arrive after 6PM. At 6PM I received another update; that Derrick was finishing up the current job and would likely arrive ~7:30PM and that I should expect him to call when he was enroute. Derrick called; and arrived @ 7:30PM. Hurray!

Derrick was careful to always wear booties over his shoes - even put booties on the snake machine and camera machine. The drain was quickly cleared. The camera found the problem and confirmed that it was cleared for the short term. I was offered several options; ranging from watchful waiting to a fix-it once & for-all with a 3-year warranty. I have not yet decided which option I will choose.

Derrick cleaned-up after himself and took precautions that there would be no drippings as he moved his gear from the basement to his truck.

Two words: Derrick rocks!

Nancy G.

3/27/2019

Ken and his assistant were my technicians. Prompt, professional, thoughtful (they wore booties), knowledgeable. I could go on. Ken had been here before and remembered some things about our family. It was a nice touch. He took the time to make sure I understood the specific issues of my equipment. I chose T &G by chance because of a mailer. It may be a gimmick, but they KNOW me.

Jeff K.

01/05/2018 12:00:00 SA

I am really torn on this review. Part of me is pissed. The other totally gets it so here's the scoop.

Our furnace dies overnight. Oh, and it's -5 degrees out. It had been making noise for a few weeks so I had opened it up and had a pretty good idea that our induction motor was going bad. I had already done some homework on the part cost. Now, officially broken, I scheduled an appointment online, and they promptly called as soon as they opened. I had a technician in my house at 9am. He was a great guy and confirmed that the induction motor was indeed the culprit. He also found a few other things that would need addressing in the near future. So far so good. In fact, really good.

However, after telling me he would get some quotes together on just the needed repair and then on the other stuff that needed attention, things went south. The quote on the induction motor repair was $1233. All of the work would have been north of $2000. Now, I have a 15 year old furnace so suddenly we were thinking that maybe it was time for something new. Problem was, my early homework had told me that I could get an induction motor on my own locally for $67. I am not that handy but, honestly, it didn't look that difficult. So we told our tech that we needed to think on it.

I debated calling for another quote but then said to hell with it, I was going to try it on my own. As I sit here in my warm house, $97 later, I can't help but be frustrated. I mean, on one hand I get that same day service, the running for parts, and all of that costs real money. Especially for these types of businesses this time of the year. On the other hand, the $1100 delta between the DIY solution and having the pro do the repair just feels extremely gratuitous to me. I mean I would have probably said yes at $800 but $1233 is simply outrageous by any measure or standard.

Thornton and Grooms has always been an extremely reputable business. It's the reason I called them. That said, when you look at how the reviews here are trending, I cannot help but wonder if something has changed with their business model. I would never begrudge a business making a healthy profit on me but this kind of mark-up feels predatory when you take into account the circumstances (0 degrees out and no heat with children in the home) of our call to them. From the looks of things, Thorton and Grooms is very conscious of their online reputation so I am hoping someone in a decision making role in the organization reads this. There's an old saying: Pigs get fed and hogs get slaughtered. It appears to me that Thorton and Grooms needs to make a decision about which avenue they plan to take in the future. In the meantime, based on my experience, you should do your homework prior to allowing them to do a repair in your home.

Lisa M.

4/21/2018

Website said, book online. We did on Friday night when our furnace went out. No call back Saturday morning. We called their number Sat at 9 am. No answer. Guess they're not too serious about doing business.

Joe B.

7/25/2020

T&G, a tarnished brand. Beware of their parasitic pricing for plumbing service. I was quoted about $750 for a shower cartridge replacement and replacement for two toilet tank guts. I couldn't believe it. Told the serviceman I would think about it. Went on youtube and saw how simple the repairs were. For less than $100 in parts from Home Depot and roughly an hour of my time all items repaired. As I am sure their serviceman was significantly more skilled than I am (a regular homeowner). Surely it would have taken him less time. Charging north of $500 per hour for labor is crazy, Manager called and attempted to explain, overhead..blah....blah. He even said that they stand behind their work like that was something special and unique to their company, and certainly not worth paying such high labor rates. THis is more than you would pay for the top lawyers in S.E. Michigan would charge. I do not recommend T&G.

Phred N.

12/26/2018

Thorton and Grooms did a lot of work for me when my house burned 10 years ago. They installed a shower in my basement as well as redoing my kitchen. Recently, when I saw their commercial on TV, I thought, I do need some repair work on the kitchen that they installed because my sink was starting to pull away from the granite countertop that they put in. When I called them to inquire about repairing their own work, I was told that they don't do work in my area (West Dearborn).
When I told them they are the ones that originally installed it, they repeated that they don't do work in my area.
I was told by T & G that although they don't work in my area , their sister company will take care of it. When I called their sister company,(Burton and Sons) I was told they don't do that kind of work. Now I'm stuck with the kitchen sink I can't use because the water goes between the counter and the top of the sink and into the cabinetry below. What do you think about a company that doesn't stand behind its work.

Rob B.

8/15/2020

Get in my house snaked the drain tell my wife it's going to be double because they only go 75 feet next 25 extra hundred. They use the smallest cutter they can and say the bigger cutter is again more than double. So he did snake with small cutter and camera inspection the next day says I still have water at 40 feet thanks for nothing. Not sure how these big companies keep making millions when they just screw u over.

Mike B.

8/13/2020

Terrible! Took a half day off work yesterday for an appointment time of 2-4 pm. At 4:20 got a call that they would not make it today but that they had some open times next week! Wasted a half day vacation and will not bother with them again. Mike in Brighton

Tanya L.

7/20/2018

Hired this company to replace a 30 year old furnace & hot water in a home we just purchased. The salesman was very informative and took ample time to explain my options. Their pricing was well below the other bid I received where the salesman only offered me a single top of the line system. I was well informed throughout the process by their automated system that reminded me of the upcoming service and provided details on the service techs that were coming. This was a big project but the crew stayed until it was finished. They checked in with me throughout the install and patiently explained the new system to me when they finished. They left my home clean. I would hire them again.

Bethany S.

08/03/2020 12:00:00 SA

I had high hopes for Thornton and Grooms, but sadly I will not be using their services again. Long story short, I had a tech come out to my house to look at a leak that was in my basement. He was very confident that it was coming from a certain pipe, which didn't seem right to me because the water on the floor wasn't even underneath the pipe. It seemed to me that it was a dishwasher issue, but again he was certain that it was a different pipe and in the end I chose to trust him, as he was the trained professional. So, I spent over a grand for him to fix a pipe that was never broken. Fast forward a few weeks, the leak is still there, it turns out it IS a dishwasher issue, and they won't work with me to refund any of the money I originally spent. They lost a customer today.

M T.

10/19/2017

I'd like to share my experience with Thorton and Grooms. I scheduled an appointment which, was supposed to be their first of the day only to have the tech show up at 11:00 am. There was a mix up in scheduling, and based on my experience with the employees in the customer service and scheduling department, I can see why. The ladies working there seem nice, but otherwise clueless as to what actually goes on with their business.

I scheduled service to swap an existing dishwasher with a new one, which is a relatively mundane task given all of the plumbing and electrical connections are there and you are really only connecting the flexible drain hose, water supply line and the one electrical connection. A typical skilled plumber would be able to do this in an hour or less. The tech quoted me $700 to do the job!!!! Mind you there are minimal supplies to be used since it is a simple swap out. They also charge a $70 fee for service calls. I have never in my life been given such an outrageous quote, I was embarrassed for the tech. Needless to say I refused service and also refused to pay their cash grab service fee. I found another licensed and insured master plumber to do that same job for $200.

I can't speak to the quality of the work done by this unscrupulous company since they won't be gaining my business. I would recommend you look elsewhere and beware of their price gouging practices.

Cranky C.

12/16/2017

AVOID this company. Wasted half a Saturday waiting for them only to get a call saying they're not coming. $70 just to come take a look!

Renee G.

11/25/2019

Very strange experience with this Thorton & Grooms Plumbing. Very disappointing because the are allegedly a long established business.
I used Home Advisor when looking for plumbing service for a serious issue in a home I just moved into. I booked them through Home Advisor on a Monday for a Thursday appointment (the 1st appointment that was available). I received a call from a representative at Thornton & Grooms that day saying that Home Advisor has a weird booking system and that they did not have availability for the date I had chose, asked me about my issue, told me that they would put me on their priority list but could book me for a confirmed appointment on Monday (a week later). I took the appointment. I received a second call the next day saying that Home Advisor had cancelled my appointment and asked if that was the case? I told them no I had not cancelled... the person proceeded to tell me about their plumbing, heating & cooling servicing & purchasable warranty, I told him I would consider it. I received a confirmation text on Sunday confirming my Monday appointment. Monday morning, the day of my appointment I receive a call at 8:45 am asking me if I would consider rescheduling for $99 off of my services due to heavy call volume for their services. I said no thank you, I had already waited a week and that I had cleared my schedule for the day... needed to have my serious issue addressed and would be keeping my appointment. I was told that they would keep me on the schedule but there was no guarantee that they would show up!
I do not feel I was being unreasonable for being alarmed by the scenario and the unprofessional way I was communicated with considering I was on their urgent list for 6 days and had legitimately waited for my scheduled appointment. Needless to say I felt it best to cancel my possible appointment rather than waste my day waiting around for no one to show up. I called an equally reputable company that came out that day within an hour.
So I seriously hope that the staff at Thornton & Grooms were just having a bad day/week because if my experience is the norm for their customer service I would strongly advise calling any other plumbing service before calling them unless you enjoy dealing with unorganized, unprofessional companies that call you days before your appointment with their service warranty sales pitch and then try and offer money off your services to reschedule the day of your appointment.

Eugene S.

5/28/2020

Did a chat with T&G this past Monday and a follow up call Tuesday for service on our ac. Were told they would be out today, Thursday. They called this am and said would be out this afternoon. Just received a call at 2pm saying they couldn't be out for a week. Said they needed to take care of their service plan customers first. So, my appointment apparently did not matter. What was with the phone call this morning verifying they would be out????? I figured their word was not worth much to me so I made an appt with another company. Did not give one star because I had used them in the past. Seems the way customers are treated has changed since then.

D'javin M.

06/07/2019 12:00:00 SA

Guy that came out tried to pressure us into ordering new hot water heater, then whined and complained because we wanted to think it over despite not being able to get the great deals if we ordered on the spot. He even said hot water heater was leaking which IT WAS NOT! Will never do business with them and I cringe that we paid $69 to him to come out around 5pm because our pilot light went out. He never even tried to start it ... the next day we got it started on our own and it has been over a month now and still working.

Dan B.

07/06/2016 12:00:00 SA

We called for plumbing check because of a stuck supply valve to ice maker
Tech told us we get one free commode system per year
And it is much quieter at no charge for plan owners

Gail S.

5/28/2020

Will never use them again. Sat here all morning waiting for an appointment to show. When I called, they said sorry, we will have to re-schedule. Never let me know they weren't coming. Now they can't come for 45 days.

Haleh V.

8/16/2019

I will never use T & G again. The company manager and employees misled me about what kind of service I needed for my heating and air conditioning units, overcharged me after quoting me a lower, discounted price, and then treated me disrespectfully when I raised my concerns. Suggesting that a customer does not understand the English language just because she speaks with an accent is condescending and rude. Consequently, in my fluent English, I am telling other consumers to avoid T & G!

Jedi K.

11/03/2019 12:00:00 SA

We do not recommend Thornton & Grooms. We have the Platinum Plan for our Heating & Cooling. Immediately after our annual inspection our Nest Thermostat was no longer working correctly. I called TG on Saturday and they said that they would not be able to get anyone out until Tues. Additionally, after asking for a window of time for the appointment (as a Platinum Member with a TG Technician caused issue) their scheduling representative would not provide me with a reasonable window of time. I have since called someone else to fix the problem. Based on previous quotes, I would say that TG is double or triple the cost of other HVAC Companies. Unfortunately, I can no longer recommend TG!! My platinum coverage is up at the end of the month and I will not renew.

John N.

07/11/2018 12:00:00 SA

Will update review after they've actually completed some work. My frustration is their inability to communicate and set an appointment time. They have moved it from 12pm to 2pm and now to ??pm (but apparently it will happen today). If you have a full time job and don't have someone at home all day waiting for a plumber to show up, then it might be best to go with a different company. It is frustrating to feel that as a customer you have to organize your day around if/when a plumber may or may not show up.

Hopefully when they do show up the plumbing work will be reasonable.

Update: Eventually showed up before 5pm. Quotes (were in my opinion) excessive (example $140 to replace a toilet handle). So declined ALL line items quoted. All in all it was a $70 fee for a company to delay visiting several times and then to quote prices that I felt were not reasonable.

Robin C.

07/06/2016 12:00:00 SA

Technician did not show up at the scheduled time. I had to reschedule for another day (to come in first thing in the morning).
Technician shows up around 9:00AM (first appointment in the morning) at my front door. He checks the water filtration system I want him to install, that I bought separately based on what neighbors have installed and excellent customer reviews and NSF ratings. He tries to sell me a different water filtration system, which I decline.
Then says that the price to install my water filtration system is TWO GRANDS! I declined because it's too expensive for me for a 2 hour job.
In my opinion he quoted such high cost to install system because he is NOT COMPETENT in installing such system, and wanted to decline doing the job, yet taking the money ($49) for coming out to evaluate the job/location.

Tom V.

05/04/2018 12:00:00 SA

About 2 months ago, we had our hot water heater go out and we were heading out on vacation two days later. The plumbing company we had in the past could not come out so I called these guys as I had seen their trucks in the neighborhood as they said they'd be able to help me out quickly.

They send a plumber whom looked at the hot water tank and quoted me a price that was nearly double than what I ended up paying as it included an extended warranty....evidently they make you buy this? Since the guy was already here, he asked if we had any other plumbing issues as they were having a special, pay $179 and you get some basic plumbing work done plus service for a year which includes a home plumbing inspection, plus heating and cooling. He replaced my fill value for a toilet....it doesn't work great now as it appears they use the cheapest parts available.

So then I schedule the heating and cooling inspection...sit around home all day on a Saturday waiting. Yes they kept calling with updates, but ended up with an emergency and couldn't make it. Okay, I get it....the first time.

Today, I had scheduled the plumbing inspection. They called first thing in the morning and said a plumber would be here sometime in the afternoon; they'd call with an update. They call at 1 pm saying it would be later in the day. Then I get a call at 4:30 saying the emergency they had today took too long and can't make it.

Done, done and done. Owner, if you want me to take this review down refund the money I paid for the service I am not getting. The $179 annual service is not worth it; you can't please me, just have me go away quietly.

Janet R.

02/07/2020 12:00:00 SA

Our house has a boiler system to provide heat. T&G came to do some high priced repairs and sold me a home protection plan that included a free checkup of the plumbing, after doing the inspection we were told the faucet in the master bath was tight and probably needed a $425.00 cartridge replacement. I declined, sprayed the faucet with WD40 and it now works fine.
In June 2019 our sump pump failed and our basement was under 3 of water. I remembered the T&G contract and called them. After they drained the basement, they replaced the 50 gal water heater for $1200 (a steep price paid by our insurance co). They replaced the sump pump and told us we need 75 ft trench with drainage pipe outside. While digging the trench they hit both our gas line and our sprinkler line. I was told they would split the cost of the private gas line (our share being $1200) and repair the sprinkler line. After 3 attempts to fix the sprinklers I had enough and told them I would have our regular guys come. They removed all the poor work done by T&G and got everything working. In August we called them to say the pop up sump drainage was in the wrong spot (30 ft short or where it was supposed to be). Got many run arounds until someone finally came to move it in January 2020. We then paid off the overpriced balance and got a call from our insurance adjuster weeks later to find out T&G had billed them for what we had already paid.
Oh and they never pulled a permit as required by West Bloomfield for water heater and put in a chimney liner for water heater's exhaust as required by MI law, so no inspector examined work and our insurance refused to reimburse us the $800+ that cost.
An extremely expensive lesson learned to NEVER USE T&G again .

Leslie W.

06/05/2018 12:00:00 SA

Contacted this company on a Wed to fix air conditioning. Promised someone would be out next p.m. Called and they said 'around 4 p.m.'; called again 5 p.m. and they said, 'we'll be out this evening'. Called again an hour later and they said, 'we can come out next Tuesday'. They lied and deceived us to keep us on the line. The CSR was left alone in office to field calls (which she said were all negative and difficult). My husband was kind and understanding which led to her finally admitting they couldn't come out until Tuesday. We called Scott Harper who came out the following morning and took 30 min to fix our problem. We highly do not recommend Thornton and Grooms. We give zero stars but I couldn't submit this review without clicking at least one star.

Johler J.

7/23/2016

Horrible company. I had an issue with water leak in one of my bathroom and they responded and came in 3-4hrs. They gave me a ridiculous quote of close to 800 bucks for fixing 2 values. If felt like they were taking advantage of situation and did not bother that I did not have water due to supply line pipe broke.

Luckily I had called another company and they showed an hr later and fixed everything for 360 bucks.

NEVER every call them if it is an emergency. They know how to take advantage.

Mary Z.

12/30/2019

I called Thornton and Grooms to schedule a appointment for two issues I was having, which were routine issues. They texted me to confirm appointment the day before and I confirmed. Took day off and got call in morning in which technician confirmed appointment and said He had emergency appointments to take care of so he might not be able to take care of me but will try. I called customer service to ask why emergency appointments were more important when I had scheduled this appointment days before. Was it because the emergency calls were more profitable for the company as compared to my needs. I canceled the appointment after waiting til almost 5:00 pm for service call. This was totally wrong and a waste of my day. Will call another plumber . Definitely doesn't sound like the company they advertise on tv. Poor customer service.

Dd N.

10/05/2020 12:00:00 SA

We recently had a plumbing mishap while we were away from home. A major issue was that the person watching the house didn't know where the water shut off was and we were in a dead cell zone. As a result, William w/Thornton & Grooms was tasked with installing water shutoffs inside the house. For whatever reason, the shutoff in our 70+ year old house was located in what we refer to as the pump house - accessible only by removing a manhole cover and climbing down a ladder to reach the main shutoff valve. The house is part slab, part crawl and NOTHING within the plumbing cluster was labeled. William is the ONLY plumber (and there have been a few thru the years) to actually figure out which pipes went where and installed the badly needed shutoff valves inside. We now have 5 shutoff valves so we can shut off sections of the house without turning the entire house off. It literally took all day but he did it. Thank you William, and God bless!!

Alan V.

10/21/2017

This is my third home, which i have now owned over 39 years with several inferior plumbers in that span. Thanks to a recommendation, we hired Thornton and Grooms recently. They are a company of expert, adept specialists equipped to handle any plumbing situation. Our experience with James and Mike was very professional and gave my wife and I confidence in future dealings as well. A thorough, complete job from polite capable people. Refreshing in this industry. We will value this relationship into the future.

April W.

09/06/2016 12:00:00 SA

Had this company come take a look at the sewer drains one year ago for a house that I was getting inspected in hopes of purchasing in Royal Oak. It was $99. I called today for the SAME service and they inform me that they raised their prices to $399 and the lady on the phone gave me NO reason why they did that. Not sure but that is the price now What a RIP off!!!!!! Do not go here other places are way more affordable.

Mike H.

08/01/2019 12:00:00 SA

I've had several problems with the furnace they installed and there are also parts that now need to be replaced on the AC unit they installed less than 3 years ago. During the initial consultation I was sold on the reliability of their products however one of the repair visits for the furnace I was told they no longer sell that brand of furnace because of the issues they typically have. - update: They followed up with me and acknowledged the problems I was experiencing wasn't normal. They replaced the defective parts at no charge and repaired the A/C quickly. Throughout the process everyone was courteous and acted with urgency with doc the problem.

W K.

12/20/2018

Terrible service. Pretend like they are experienced but they have no Idea what they are doing. Way overpriced. $400-700 for a basic maintenance checkup without any replacement of filters. Waisted time and money with this terrible business.

Dave B.

3/25/2019

Wish I had seen these Yelp reviews before I called Thornton and Grooms. The Google reviews were all raving. Figures since Google is the one who has teamed up with this company to pitch them to search customers. The customer contact was very pleasant and the technician arrived to the house the same day, more than an hour later than expected but that wasn't a big deal. The big deal was getting a quote that well over 1k for a faucet replacement. Give me a break. They must think they have people so over a barrel with leaks that they'll pay anything to get it fixed on the spot. Wrong. I'll go back to others who I've used in the past and give fair estimates instead of gouging.

Alissa H.

1/21/2019

Fool me twice, shame on me, I suppose. We foolishly gave T&G another try after our neighbor began working in sales with them and now both times they have done work in our house they ended up causing damage to our home, from previously flooding our lower living room and adjacent closet after servicing our water heater and leaving a valve open after they left and now frozen pipes above our main level ceiling after a part they installed roughly a year ago failed on our furnace, causing our furnace to go out during the coldest weekend of the winter. We called in to have them come out to fix the furnace but they wouldn't come out to fix it outside normal business hours. We told them we were worried about the pipes freezing and they assured us that we didn't need to be concerned about what we considered an emergency situation with our furnace being out because our house was staying above 50 degrees. The manager I spoke later with blamed us for the false assurances because our furnace and domestic pipes run through our attic but we didn't tell them that when we called in (I'm not sure how we are supposed to know how much information they need to be able to assure us it isn't an emergency; I would think the professionals would know). Nonetheless they apparently felt comfortable advising us that freezing wasn't a concern without knowing the location of the pipes. I also asked why they guarantee 24/7 service that they can't deliver and asked why we didn't get someone out here BEFORE our pipes froze because the platinum plus plan we have guarantees a 4 hour emergency service response time. The manager I spoke with said that the 4 hour response time doesn't apply to partial system failures - only total system failures (this is untrue, the paperwork says if there's a risk of property damage, which we have and is a convenient bait and switch for them to use to not come out and fulfill the promise they made) - and that they can't always even provide same-day service if the volume is high. In sum, he assured me to not believe any assurances that they make. The cause of the furnace issue, a failed part, isn't covered by warranty because we supplied the part. Want to know why? Because the T&G guy who came out to fix that issue didn't have the part and asked us to pick up the part for him - even telling us which store to go to - without disclosing that this would affect our warranty under the platinum plus membership. Yet another bait and switch to get out of responsibility. We have also received calls near the end of the day to reschedule the visit after we had taken the day off to wait at home for someone to show up so if you do use their services, plan for the entire day you scheduled it for and possibly the next morning. And don't try to tell them if you're unhappy with the work they've done or service they've provided - they will just keep saying the same things over and over, but more slowly to let you know they think you're an idiot, and referencing that other people have left them good reviews so what you're saying either can't be true or must be irrational. The manager I spoke with tonight told me that they wanted me to be happy with the work done on my home, so I should probably call someone else. That's exactly what I did!

Dawn V.

5/29/2014

Ted was very helpful and efficient in answering all of our questions and getting another person out to us, on the same day, to discuss new equipment. I was happy to have multiple options for repair, replacement, etc with or without financing. We would definitely call this company again!

J. M.

2/14/2018

They have a very well organized website and online chat service.

Long story short, I wanted to get a rough estimate on some plumbing work that needed to be done. They would not give me any estimate and said I would find out the day of from the plumber. I understand if there is a difficult situation or something unusually different with the work but they wouldn't even give a rough estimate.
Also, they call you 30 minutes before they come to your house. So, you need to take a day off of work and sit around.

They have some great reviews and I was looking forward to doing business with this company but no thank you.

Steve P.

3/17/2017

DON'T USE THEM. FULLY QUALIFIED COMPETITORS CHARGE ABOUT 1/2 THEIR RATES BASED ON THE SERVICE I REQUIRED.

I was quoted $1300.00 to replace seals and cartridge for a bathtub faucet and install a new faucet handle in a small shower. I went to Home Depot and discovered that the shower stall parts, same one that the plumber told me I needed, was $82.00 and a seal kit with cartridge was less that $50.00 so my total parts cost is worth $132 and likely much less cost to Thornton and Grooms. After parts, they had a minimum of $1150.00 left to work with and under 4 hours of work. On this job, the hourly rate is over $250.00 per hour during the weekDAY!

Unfortunately, I had the plumber complete the services for the bathtub for $420 for seals and a cartridge to avoid the after hours charges for the shower. Thankfully, I cancelled the remaining services.

When I called to discuss with management, I was told all the managers were out of town. Really? Then, I called the plumber who told me he would call his manager.....hmmm.....in an effort to negotiate the rate. A manager wouldn't call me as it ended up but the plumber called me back to offer me a $50 coupon. No thanks.

I also asked how they arrive at their charges in conversations with the rep and the plumber. All they could tell me is that they don't charge by the hour, they charge by the job using some in-house system that couldn't be shared with me. I've learned a long time ago not to do business with any company that is unwilling to show costs on an invoice such as parts, labor hours, service call charge, travel, etc. Thorton and Grooms offers none of that from my experience.

The plumber, John, was kindly and professional as well as embarrassed by the clear excessive charges that no one could explain. The trucks are clean, the plumber professional and I would never recommend them because they are also highway robbers. Adding insult to injury, I was arranging service for a family member who, that very day, arrived home for hospice care and the plumber was clearly aware of our urgent need. If they'll take advantage of someone in that circumstance, they'll take advantage of anyone.

Rick S.

01/12/2018 12:00:00 SA

Thornton and Grooms repaired a shower pan in a bath over top of a garage. They were super professional and responsive. Their work seems competent and the tech/plumber who did the work was exceptionally professional and courteous. Absolutely no complaints about the work.

My complaint is on the price. The work took approximately 10 hours and the bill was over $4,100. The office person I called to speak with was unwilling to even explore the possibility that a mistake was made. The bill was defended because it is calculated by the task not by the hour. And when you add up all the costs associated with all the tasks you get a large number.

I will never use them again. I will recommend to anyone who will listen not to use them.

Marcy L.

5/27/2016

We were scheduled to receive service today between the hours of 12-4. It is 12:50 now and we just received a call from the company backing our appointment up by one week! That has delayed our ability to book with another company by several days. We understand that it is a busy time but do not understand the extreme delay!
We expect better from a company. If it were just me I would have no problem sweating it out!

Phil D.

5/30/2014

Yusef:
I would like to recognize Yusef for doing an outstanding job tuning up my Air Conditioning unit.
Yusef was very through and extremely professional. He explained each step while cleaning the unit and made sure I was informed of the condition after he completed the work.
I will ask for him when I have my furance cleaned in the fall.
Please give Yusef a job well done and keep up the good work.
Phil

Alan M.

6/28/2019

Achmed and Devon were terrific. The install of our HVAC system took a a day and a half, and they worked hard the whole time. Very pleasant and professional. T&G also coordinated with Amistee to do the duct cleaning. You see a lot of T&G trucks in the Bloomfield Hills area and now I know why...they are excellent.

Anthony M.

6/27/2019

A service man named Danny came to my house today to give me an estimate for fixing the copper plumbing on an outside faucet. He is SUPER cool, easy to talk to, and explained everything in great detail. I was not able to have my repairs done today because of being on disability, but I will have them back to do the repairs when I am able to

Theresa M.

04/11/2019 12:00:00 SA

I had issues with my pipes rattling and was disappointed in the result, but Thornton & Grooms contacted me after my review and redeemed themselves. I will try them again in the future because of the call.

Bill H.

6/16/2017

Bryan was prompt, amiable, professional, and solved the problem immediately. My old Jacuzzi tub-shower, circa 1994, wouldn't start. Bryan diagnosed the issue and gave me reasonable alternatives for getting it back on track. Cudos! Bryan is our guy!

Carrie B.

11/10/2015 12:00:00 SA

Thornton and Grooms - more like Thornton and Crooks!
We have an older furnace that stopped blowing hot air. The diagnosis was that the igniter was no longer functioning. The repairman quoted $450 to fix this part. We weren't sure we wanted to invest that kind of money in our older furnace (and we thought this seemed awfully expensive), so the technician suggested a salesman come to the house to quote a new one. This was after we had to pay $129 even though we were quoted a new customer rate of $59 to send a technician.
The salesman arrived an hour later. As a part of his quote he threw in a service agreement which included plumbing. So I started asking some plumbing questions. I asked him what the cost would be to replace two toilets - toilets that I would purchase on my own. He called the plumber salesman since he just did HVAC. I about fell out of my chair when he quoted me $1,200 PER TOILET! I made sure he knew this was the simple task of removing an existing toilet and putting in a new one. He did. Total cost for two toilets replaced: $2,400.
Four days later I had another HVAC company out to check the furnace. This guy performed a diagnosis and replaced the igniter for $100. He recognized our furnace was old but thought this quick and relatively inexpensive fix would get us some more life out of it.
Save your money. Do NOT use Thornton and Grooms.

Sari R.

12/07/2017 12:00:00 SA

I had installed a new 1 drain sink in my kitchen to replace a 2 drain sink. I had requested to have someone come and route the drain to one of the pipes and cap off the other pipe. I was absolutely floored when they told me (with a straight face) that it would cost $376! I told the plumber to go on his way because there is no chance I will pay that and that there is no way it would take more then 1 hour for him to do the job. He got frustrated and eventually offered to do it for $276 which is still $100+ more then any other place in town. Figuring I'd have to pay the $79 service fee and still find and pay for another plumber I reluctantly agreed. The quality of the work is good, but the cost is absolutely OUTRAGOUS. If you're looking for good work at any cost these guys may be OK, but if you want some kind of value STEER CLEAR! In the end, I spent $276 (they wanted $376) for less then 1 hour of their time and less then $10 in material. This will absolutely be my first and last time dealing with these guys!!

Julie R.

5/31/2018

Don't count on them. I made a service appointment and the earliest they could get out was two days away. I called them to confirm my appointment the day before and they told me someone would be out between 10:30am and 8:00pm. A very large time period but they would call 30 minutes before arriving. At 4:00pm someone finally called but only to tell me that they cannot get to me today and their first availability will be in 6 days!!! Unacceptable. Never again.

T P.

07/12/2018 12:00:00 SA

Had used T&G on several previous occasions. The work seemed well done, so I overlooked their fairly higher prices and sometimes inconvenient scheduling issues that creep up occasionally on their end.

Had water dripping from the laundry room into a basement storage room. Two T&G service techs came out and could not specifically nail down or diagnose the issue. Their best guess at finding the problem was to make as many cuts into the laundry room and office drywall from floor to ceiling as was necessary to find the source of the leak. We were looking at more than $1000 not including drywall repair. I paid them $150+ for their inspection time and stated I would think about the proposal. Before accepting T&G or getting another service company's opinion, I contacted my friend who built my house who in turn contacted the plumber he used. The plumber believed T&G's proposal was woefully unnecessary and relayed his thoughts back as to the likely issue. The problem ended up being nothing more than a faulty cold water valve which was fixed for the price of dinner. Did I ever skirt a majorly expensive yet unnecessary repair job. It's unfortunate that an experience such as this causes such a massive loss of trust.

Ines S.

6/27/2019

If I had a chance, I would not give any stars. This company is completely incompetent. I wanted to have a shower installed. Instead of two days, it is now two months with no end date in sight. They simply do not care about customer service beyond the initial scheduling. I have experienced every reason on the planet of why things do not work out: wrong parts delivered three times, parts delivered broken which was discovered at my house, promised phone calls that never happened, scheduled at the wrong date, not showing up for no explanation... the list is endless.

Makulkar M.

03/09/2017 12:00:00 SA

Horrible horrible horrible. First time I called as a new customer I had some repair to hot water heater and the technician couldn't have been more professional. So, I signed up for their platinum package for ~$300 which gave me access to first in line service to emergency situations and no charge for initial visits and some other discounts.

After I was a platinum member I was no longer treated well. I had a fireplace whose valve/regulator broke and could not shut-off. There is no obvious gas shutoff at the fireplace. When I called (at 1am) the emergency service, the technician (who may have been sleeping) said to find the shut-off next to the fire place and use that. When I informed him a lot of brick work had been done by previous owners and there was no key-hole or red valve to turn....he said he would NOT come out for that.

Next, this morning after the terrible wind storms.......power is out and I wanted some assistance draining all pipes in my house prior to weekend freeze. I was previously told by plumbers the house was not set up properly to ensure full drainage after I shut off main. They recommended if needed, I call a professional plumber....

Guess what?! T & G won't come to my house with no power!!!! I explained nothing I am asking to do requires power (outside a portable compressor via gasoline)....they still said no. BTW, what more common emergency service in SE Michigan could occur than freezing pipes due to power outage and no furnace?!

Horrible people at a rip-off company just trying to set you up on packages. I am suing the company today for my $300 and will spend 10X that in legal fees to get it back.

Steve P.

02/08/2019 12:00:00 SA

Scheduled an appointment to have a rough-in shower valve installed. They scheduled Tuesday and followed-up with a text message(twice) to confirm stating they would call 30 minutes before the plumber arrived. When they call, they tell me they have an emergency and won't be there until FRIDAY. Not sure what kind of emergency lasts for 3 days, but I explained I have tile guys coming on Wednesday and other sub-contractors right behind them. Oh well, Friday was the best they could do. Fortunately, I found another plumber to come right away and do the job in less than an hour. He'll be my plumber for all my companies bath and kitchen remodels going forward. A word of advise if you consider hiring this company - Read the negative reviews because I feel they are ACTUAL reviews.

Kathleen J.

3/25/2016

James did an awesome job getting our heat back on this week. He explained the technical aspects patiently and clearly. Good skills, clean and great smile.

Ace B.

12/21/2011

I called them yesterday and instead of letting you talk to a person they want you to leave a message to book an appointment. Strike one. I never trust that the message will be picked up although it assured me I would be contacted by 9am the following day. Not sure why it would take 24 hours to get back to me but that is their system.

9 am this morning rolls around and they have not called. Strike two. I call them and they are apologetic and say they can get someone out tomorrow. I'm leaving tomorrow and will be gone for 18 days. I need someone today which is why I called yesterday. OK we will do you a big favor and get you someone between 12-4 today. Really? That is the tightest window you can give me? OK.

Well at 4:15 they still aren't here. So by the time I get to Home Depot to get the parts to do it myself I'm told I need to go to Universal plumbing to get the parts. They of course have closed so for the next 18 days I'll have hot water draining into my sink.

Definitely not recomended.

Split The L.

7/21/2018

I called Thornton and Grooms and scheduled there next available appointment which was two weeks away. The day of the appointment their dispatch center called an hour before the scheduled arrival time to cancel because there was to many emergency's that day. They rescheduled for three days later. Three days later I called in the morning to confirm my appointment so I didn't miss work for a second day. The dispatcher informed me that she was glad I called because they would have to reschedule this appointment because all there equipment was being calibrated. Please save yourself the time and aggravation and call a different company.

Greg F.

12/18/2018

Terrible company. They quoted me $1900 to repair a 40 gallon water heater. I went for the lower repair option of $360.00 to repair the thermocouple. Took them 3 days to even get back to my house to make the actual repair. When they finally showed up, the part they brought was defective. So I had to make another appointment for the next day so they could bring back a functioning part. Repair was completed, but did not work, but they would not refund any money I paid for the pointless repair (even though I was a platinum member!). Then they wanted to charge me another $1100+ to replace the 40 gallon water heater (which probably costs $400). Then they gave me a 'make good price adjustment over the phone when I complained, which I thought was great. THEN they call me back 5 minutes later and say they made a mistake on the lower price they just quoted me, they will not honor the lower price they had just offered me, and totally reneged. What a joke! High prices, broken promises and bad service. Do not use this company.

Kari T.

8/27/2016

Don is great. Serviced our A/C after getting it installed last summer. Very informative and helpful and on time. System is great! Got the Carrier Infinity system. LOVE IT!!!!

John O.

12/11/2017 12:00:00 SA

Our furnace went out and we called this place. The office person on the phone said the visit would cost $69 for an assessment. After my wife confirmed this was the only cost, we had the technician come out and charge us $254. Further, we had them quote us $1284 to replace the motherboard. After looking online at repairclinic.com, we found the replacement part for $257 out the door. Given it only took about an hour to replace, that means this company likes to charge $1000 an hour for labor...OUTRAGEOUS!!!
Called the company to see if they would make it right, and they swear it costs them $1284 from their supplier. Since I am an honest person and, to be fair to them IF they are telling the truth, I submit to you below the link to the price of the furnace part...
://www.repairclinic.com/Shop-For
So, while everyone including the tech was nice and spoke professionally, they must not be that competent as a company if they allow their supplier to charge them over 300% mark up on parts.
I would be willing to amend this review upon the return of the $185 overage charged to us for the tech visit.
Buyer/User beware!

Larry V.

12/29/2017

I feel sorry for anyone who deals with this company of bandits. My nephew had his inducer motor go out last week in the sub zero weather and made the mistake of calling this company to repair the furnace. I feel that this company took advantage of him because of the cold temperature (-5 degrees). They charged him a service call of $65.00 that is about average and no complaint, but the inducer motor that was online for $325.00 at more then one website. Thornton and Grooms charged him a total of $900.00, he was at work so the next day he called them to question the bill and they said it was correct. And tried to sell him a service plan so he can save money in the future, Buyer Beware

Barbara B.

4/25/2018

I was thoroughly dissatisfied that John C. from Thornton & Grooms made little effort to identify the correct drain to snake in order to repair a backup, but charged me nearly $400 simply to remove the toilet (which was unnecessary, and he would have known that if he had at least tried to snake a different drain). He left without the repair being made, and when I complained to customer service, my money was refunded. This is the way a company should do business. Five stars for their customer service and high regard for ethical business practices.

Paul M.

05/09/2015 12:00:00 SA

We had a problem but our concerns were heard and resolved satisfactorily. Thank you for listening Thornton & Grooms!

Frank H.

12/18/2015

We had an immediate need for a plumber today. The garbage disposal wasn't working and in trying to fix it, the pipe connecting the disposal to the drain became detached, leaving no where for the water to go but on the floor of the cabinet under the sink. I called several local plumbers, but none could commit to me today-Thornton Grooms did and the man designated for the job-Bill-arrived when I was told he would arrive. I was told that I would be charged $69 for the service call at which point, Bill would assess the need and provide the flat rate for the job. Bill assessed the problem, which was compounded by a very challenging pipe configuration under the sink, and offered several alternatives ranging from reconfiguring the piping under the sink to just replacing the garbage disposal, with several choices of disposals from which to choose. The pricing seemed fair and I agreed to the work. Bill finished the job in about an hour and cleaned up, which didn't take much-just picking up his drop cloth. He did ask for the number on our water heater and mentioned how pleased the company would be to handle any additional plumbing work needed.

I was most pleased with the professionalism of the person who answered the phone and understood my problem, and was able to effectively communicate it to the dispatcher. I was told that I would receive a call sometime between 10 and 1, advising me when Bill would arrive. I received a call from dispatch around 11:30 letting me know that Bill would be there in the next half hour-Bill arrived at noon. Bill was not only professional but very pleasant to chat with as well....he displayed the confidence of someone who has been doing this kind of work for many years.

This was my first experience with Thornton & Grooms and it was a very good one. I not only would call on them again if the need arises, but highly recommend their service as well.

Bonnie D.

1/30/2020

We called Thornton and Grooms to come snake out our drains on December 23 Chris came out and snaked 20ft. because his machine would not go the full 70 ft. He pulled out a couple of roots and charged us $109. Then Mike the camera man looked in the drain all 70 ft. and seen more roots. He tried to sell us some liner for $12,000.00 and it would take care of our problems for life. January 25th our drains were clogged again so I called at 9am and talked to Rob. Rob said someone would be out after 11am. Someone would call 45 minutes before arriving. I called 2 times throughout the day and was told someone would be coming. Then I called at 4 pm and talked to Kenny. He told me he was working on it. Finally at 5:15 Kenny told me he had exhausted all his resources and I could get an appointment on Monday morning. Needless to say I contacted another company, which pulled out a bunch of roots and our drains are working great, I will never use Thornton and Grooms again or recommend them to anyone!

Kim W.

6/25/2018

After consulting with Thornton & Grooms and another company it was determined that we needed to fix our drainage tile 9 feet down next to the house foundation. Needless to say is was a huge job & many foundation plants had to be removed but the crew worked hard to preserve our 20 foot porch during the process! The Mgr., Mike Fitzpatrick and his crew, Cody, Kyle & Jason communicated very well every step of the way so we would completely understand & be aware of what was going on. It's been 8 months now and happy to say that the drainage is working properly! It was not a cheap fix, but it was a good long-term solution that saved our foundation!

Henry S.

09/05/2018 12:00:00 SA

Never again! Called a week in advance. They called to confirm the afternoon before. The day of service they call in the morning to cancel because they are too busy. They didn't care about my time and my schedule only about their needs. This is NOT a company I will ever again call.

Brenda H.

4/15/2015

Came out same day, takes all major credit cards. The plumber was nice, professional and courteous. Told me all options and prices before performing work and showed me the work he had completed and the parts he replaced. Best plumbing experience I've ever had. A little pricey, but I've yet to find a plumber that isn't. I will call them first for all future repairs.

Joe D.

1/25/2017

What a disaster of an experience. I scheduled an appointment well in advance with Thornton & Grooms for a very time sensitive (new tenants moving in) plumbing repair at my rental home in Oakland County. I was given a window of 1:00-5:00 pm for them to arrive and as such took the afternoon off of work. At 3:47 I get a call that they cannot make it that day but can the following Monday. That;s great, so I can miss another half day of work? This is the second time this happened to be with them, the first was with my business. I will say the woman i spoke to was kind and I know she didn't cause the problem, she offered me a free maintenance plan. Why would I trust you for preventative maintenance when you don't show up? While I appreciate the offer it was useless given I didn't even have functional plumbing at the time. Once shame on them, twice shame on me - never never again will I use this company

James Z.

7/21/2018

Called to repair a hot water heater. Came out on a Saturday. They didn't have the parts. Was told they would be able to get the parts by Monday to install. After multiple calls and no clear answers they finally got the part and installed on Thursday. Mind you, this wasn't a very old water heater and the part was extremely common. Retail cost of the part was $130. Installation time was less than one hour. Total cost of the job was $750. Lastly, my heater was 3 months outside of the warranty window and no attempt was made to call the manufacturer to try and get an extension which other companies have successfully done for us. Be prepared to pay a premium for their services. The technicians were very nice.

Atul P.

7/18/2018

It was an eye opening experience. I was very impressed with customer care and tech (Brian). They both were very knowledgeable and skilled. As a company they are full of bells and whistles (BS!) to impress you (frequent phone calls and texts for updates). Their associate arrived looked at the unit for 10 min and made his diagnosis and told me repair cost would be 408$. I asked him for split ( Part + labor). His response was, we don't do it that way, we have flat rates. But to convince me on cost he mentioned that we install high quality, Made in America parts and it comes with 1 year warranty. Since he didn't provide me split, I just pulled my phone and out an looked for part online. I was SHOCKED at the price!!!! This part costs 65$ (at Walmart, Home depot and Lowe's), installations is as easy as plugging hair dryer in wall and they are charging 408 for that!
On top of that somehow service/vist charge is not included in their 408$ (reminder, part cost 65 with 5 minutes to install). Even though, they are going to make repair in the same visit still service is not included in 408. So total I was looking at 477 (408$+69 service fee) for 65$ part and 5 min installation. In and effort to convince me, tech mentioned that you can do it yourself but that won't come year with 1 year warranty. I just laughed on that (in my head). Just with basic math. For 477 I am covered for 7 parts and each part comes with 2 year manufacturer warranty so I am looking at 14 years!! of warranty and even with dumb luck if part keep failing on me I can replace it 7 times in that cost. Thorton and Grooms please try to come up with cost that you can at least defend and justify to your customers when they ask you a question. Disappointing experience (Kind of funny! I had good laugh about that Thorton and Grooms thinks it is that easy to fool people)

Cornelius L.

10/06/2017 12:00:00 SA

An unexpected price increase ($ thousands!) occurred when their descaling and snaking device became stuck in my waste water system. I was made to pay for excavations in my back yard to unblock my outflow pipes and restore my plumbing to the pre-existing status quo that I enjoyed before I was sold what I now believe was an unnecessary descaling.

Michelle D.

10/28/2017

No star rating. Below zero. The plumber who came out, had a join a feature to give us services for 20 percent off, sprinklers, with a charge of 140.00 , then blatently lied how he wrote 2 bills out with explaination of signing us up. Obviously a total lie, since we don't have sprinklers. Then gave a wait time of 1 month until piece for kitchen sink showed up. That means no water use through Thanksgiving. Called another company, who provided whole new sink option at much less price. The stupidity is bad enough. But the lying is unacceptable. We have put up notice to all 6 condo communities in area. Please never use them!, Was fixed in 24 hours!,,

Amy D.

12/23/2014

Rob R. is a great plumber, worked quickly and was very thorough in checking all sources of a leak on one of the buildings we own. The dispatchers were great. Scheduled him to come out right away and let me know exactly what time he would be out and when he was on his way. I would recommend Rob R. from Thornton & Grooms for any of your toughest plumbing needs!

Jan C.

01/06/2018 12:00:00 SA

Scheduled appointment for today to clear a clogged drain. They called in the morning to say that the drain tech would be here after noon. At 2:30 received a call that they were not coming at all. No apology just asked to reschedule Monday. Said no, that I worked on Monday and if I had known they couldn't come earlier, that I would have called someone else. Again, no apology, just asked when they could come again. Scheduled for next Saturday but will get it done by someone else before then. Reading other reviews, sounds like this is not uncommon for them. I had used them before and never had this problem but find them extremely expensive.

Robert M.

3/22/2018

The plumbing work completed quickly and professionally. I had a billing issue that was handled promptly and to my satisfaction!

Suzanne S.

5/29/2014

Dispatcher very professional and friendly. Kept me updated on arrival time.

Technician efficient and kept price low as possible. Thought reasonably priced. Informed what was going and also pointed out another potential problem.

John H.

6/15/2016

Wish there was a zero star. Don't waste your time getting them to come out. Asked them to come out to install gas dryer and washer. After canceling once the plumber comes out and then says the price will be $798 to install them. For an hour of work that is highway robbery.

Tracy P.

11/26/2016

Sewer main backed up in the basement. They came out on the weekend and snaked it. Charged me $260. Ok, fine. Then 6 days later it backed up again!! Called them back out and they showed up. Told me it would be another $99 to snake it again because we didn't have the camera inspection done after the last snake. Excuse me but it was SIX DAYS AGO!!! I argued about the additional charge and agreed to the camera inspection being scheduled the very next Monday (it was free) so they waived the $99. They came out 2 days later to do the camera and showed a big blockage 95ft out. So they put together 6 different solutions with 6 different cost estimates, all of which were outrageous in price. After that I called Atomic Sewer and explained my situation. They weren't surprised at all by what I told them and said it was common for the bigger companies to do. They came out and snaked it again with a cutter on the end. Guess what??? They cut through all the root build up and pulled a bunch of nastiness out. THEN they put their camera down and, voila! No blockage to be found!! The charge??? $300. And that included fixing an additional clog I had in an upstairs bathroom drain. Thornton & Grooms are salesmen, not plumbers. Save your money and call a small business like Atomic.

Trish L.

8/21/2019

I have never had a problem with the work I've had done, they have always been prompt, polite, fun and informative but we just had a big job done that was almost $6000, it was a Friday they were here until almost 7:00 which is fine, they didn't bring a cleanout with them and put a temporary one on and said they would be back on Monday to put the permanent one on and bring some dirt to backfill the trench because they took out more pipe than they put back and was short on dirt, I was fine with that and paid them for a job well done, Monday came.. no one showed up no call, no text, nothing. Tuesday came and went no one showed up no calls or texts, I finally called on Wednesday and demanded they finish my yard and cleanout so I could finish putting in my garden, they scheduled me for Thursday which was unacceptable and I called them and told them that, after several calls they finally showed up Wednesday, again the workmanship and professionalism of the guys in the field was great, as a company they seem to take the money and run regardless of how much you spent on the job, I learned from my mistake and would like to pass on what I learned, Do Not pay Thornton and Grooms until the job is 100% complete!!!

Paul G.

12/02/2016 12:00:00 SA

Emergency furnace replacement was needed and called Thornton & Grooms. Althought the dispatch was timely and professional, I was quoted an install of a new furnace December 14.... Are you kidding me? They offered to put heaters throughout the home until installation but seriously? 2 weeks in December with nothing but little heaters.... Highly disappointed with this aspect.

Dennis C.

06/10/2014 12:00:00 SA

I've had two Air Conditioner tune-ups by Thornton and Grooms in three days with different results. The first one was not completed due to thunder storms so a second one was scheduled two days later. On the first invoice the capacitor was checked and shown to be good. The second technician on day two (two days latter) also checked the capacitor and found it to be weak. The first tech noted test values (within specs) the second tech did not show test values but did give a replacement cost for a new capacitor. Several other tests of condenser function varied significantly between the two visits. No explanation was provided for the differences in the measurements.

This does not inspire a lot of confidence in the technicians competence or honesty or the effectiveness of their testing equipment.

Elizabeth B.

10/21/2015

The guy that came out was incredibly rude. It was $69 just to come and talk to me and then he wanted $300 for a diagnosis of the gas problem. This $300 would not go toward the actual work. I said I can't believe its $300 to tell me whats wrong. He said, Ive already been here an hour and a half for nothing. I can't figure out what the $69 is for? Gas money to get to my house? I thought that was for the diagnosis. When I tried to pin him down he said it could be thousands, because my constructor had not done things to code and he proceeded to show me everything the city would want done. His rudeness and pricing made me send him away and I was going to call another guy today. By noon today, he had anonymously called the city and the inspector came out to look at everything.

Interestingly enough, according to the city inspector, half of what he said we needed to do, was not necessary. When I told him about Thornton and Grooms he laughed and said he was very familiar with them and they are known bandits.

DC M.

12/01/2013 12:00:00 SA

I had a leaking kitchen faucet, after paying $90 for a service call, the plumber could not find the leak and thought that caulking the sink's perimeter would fix the leak that was occurring UNDER the sink.

As expected, the leak persisted. The next day, the company sent a different plumber; his recommendation: replace the hose for $300. Then he admitted he was not sure if this would stop the leak! He also gave an estimate to replace the faucet for $700+.

Both of these guys were too LAZY to get under the sink and perform a few tests to locate the leak.

I called a smaller plumbing company who took the time to discover that the faucet had a faulty cartridge. He contacted the manufacturer for me and a new faucet was shipped to my house the next day at no charge, due to the manufacturer's warranty. The plumber returned, and he installed the new faucet for a very reasonable cost...less than the $300 Thornton & Grooms quoted to replace one hose.

I have used T&G in the past, and the service was excellent. I will never call them again!

Ann M.

06/04/2016 12:00:00 SA

Hold on to one's wallet. They are very charming when one calls the business to set up an appt. That's where it stops. I had several plumbers come out for various problems and they never fixed anything the first time. The plumbers try to sell you a contract to be charged to one on a monthly basis because they tell the person how they are going to save money when you have an issue. They walk around your house saying this is broken and that is broken and we need to fix it right away. I never had them fix anything they said was broken or that we had a problem with. They try to get you to spend as much money as you can. I finally cancelled the contract and would never recommend them to anyone. Ask yourself the question, how a plumbing company can drive ALL MERCEDES TRUCKS - someone has to pay for them, right?

W. I.

12/17/2013

I am no do it your-selfer when it comes to the mechanicals to keep my house running. I like the one-stop-shop idea of T&G....one number for heating/cooling, and plumbing. I don't always keep track or stay on top of checking these mechanicals, so I appreciate the regular preventative maintenance plan checks each season. Yes, it is a little pricey, but I have piece of mind rather than a SNAFU when something goes wrong with the mechanical systems. The technicians have all been very courteous and knowledgeable. I also like that when/if there is a problem found during a maintenance check, usually a spare part is readily available and can be replaced during the same visit.
I also like that they automatically put on disposable shoe covers before they step into my house...as it is our custom to take shoes off at the door. I hate when I have to ask maintenance people to put on covers or take their shoes off.

Russell S.

12/04/2013 12:00:00 SA

Had stopped up drain, they came out on schedule, tried to fix the drain and left. Drain was clogged back up when we returned from holiday 4 days later. They came out second time, couldn't fix it but suggested a very expensive possible solution. Called another plumber...problem fixed. Second plumbers price was reasonable and they did not try to push an expensive drain cleaner chemical. This is a high price, low capability group.

A. H.

01/07/2017 12:00:00 SA

Service was scheduled quickly and performed efficiently. I will do business with them again.

Cody H.

1/20/2016

HOW ARE YOU IN BUSINESS?!??!? I can't comment on the quality of their work... Because they never showed up to my house! Two no shows in two days. On the second day, they called me and said the tech was on his way. Three hours passed. No tech. I called to see where he was and the secretary said he wasn't coming. Absolutely horrible and obviously unreliable. I'm using AJ Danboise instead. What an absolute fail.

Eric S.

5/28/2012

After scheduling an appointment online, I was contacted no more than an hour later to confirm the appointment. When John came to clear the drain, he was fast, thorough, answered my questions, and wasn't pushy like some technicians I have experienced.

Overall, I couldn't have been happier with the service and will definitely use them again.

Paul M.

07/01/2012 12:00:00 SA

Very professional, do a great job - would highly recommend. Technicians are punctual and courteous. Have used several times and always pleased with the service.

D J.

11/10/2018 12:00:00 SA

Totally unreliable! Water in the basement so I was on chat around 7 AM (they open at 8). Chat was just a marketing service that took my information and would have someone call me. By 8:30 AM I was calling T&G to make sure they received the information from the chat or just to schedule something fresh. When I informed them about water in the basement they said it is a priority on the top of the list. At 12:18 PM I received a call from T&G (unprompted) saying they wanted to update me and someone would still be out before 4 PM. 3:18 PM I was a little concerned and T&G said she would get back to me when she spoke with dispatch to confirm at that time someone would be coming out. 4:04 PM I receive a call indicating that they are not coming out but could come out on Monday. That leaves another day of water filling up in the basement. What T&G did is worse than not coming out. If they told me they cannot get to it I would have just hired another company. Now I just called one of their competitors and have to pay a $323 emergency fee on top of the repair fee. This is not just unprofessional, it actually resulted in more damage to the basement and an extra cost of $323. Do yourself a favor, just hire AJ Danboise. I never write reviews and I hate to trash a local business or any business, so you can imagine how upset I am with T&G.

Heather G.

08/04/2016 12:00:00 SA

Very professional. Used the $79 a/c tune up offer this summer and I'm happy. The tech Don did the inspection and changed the capacitor. He was courteous and explained his findings in a way that was easy to understand with multiple options for repairs and annual maintenance contracts. Our plan was to purchase a maintenance contract from the beginning and his suggestions made it easy to select the right one for us. I would recommend them to a friend or neighbor without hesitation. 4 stars because their non-priority appointments have a 12 hour window so it's a little harder to make plans for the day especially with toddlers in tow. However, day of, they were able to make sure to come after 2pm which was helpful.

Thaddeus B.

09/09/2015 12:00:00 SA

Expensive and of Questionable Competence. I've used them before and been pleased (although they probably charged too much.) THIS time, I had a leaking soil pipe. First they diagnosed it as a bad wax seal (from a toilet that They installed a year earlier.) They fixed this for free, but improperly mounted the toilet so that it rocked back and forth. But then, the (correctly) surmised that the pipe was corroded. Their estimate was four thousand dollars and they said they'd have to tear out two bushes, so I called a competitor instead. I got the work done for $1800, it was done in one day, and No bush was destroyed. He also fixed (for free the toilet problem-caused by T&G not lining up the Bolt holes properly.

T R.

11/24/2015

Both of my toilets were backing up I tried plunging them then the floor drain started backing up. Im like uh oh. I have a septic system so im starting to freak out.well I will say Rodney is a lifesaver. He was very polite, professional, and knowledgeable. He took his time to figure out were the blockage could be located and reassured me it wasn't my septic he snaked out that area. Now Im able to flush with no backups. If I ever have any plumbing problems I will be requesting Rodney.

Chad M.

2/24/2016

Had them replace my sump pump and water-powered sump pump backup system. Their initial quote seemed outrageously high based on pricing for the same pumps and ancillary parts I found online. Was able to get the price down some and since they seemed very knowledgeable and used quality parts (plus they sponsor my son's football team), so decided to go with them. Good communication on appointment reminders, and were on time for the appointments. Wish their pricing was a bit more reasonable but at least they worked with me some, and they should rethink the $69 charge for giving quotes. But on the other hand it's not easy to get quality work these days, and the work they did was excellent. Rodney was pleasant and great to deal with. Would recommend them.

K P.

12/01/2017 12:00:00 SA

We have used TG for a few years now and generally have had a good experience - until lately. The organization seems to have gone down hill with the quality of service, both in scheduling and in type of workers or work performed. We scheduled a routine furnace maintenance which timing was somewhat difficult. Two people arrived at my house. One person was the tech and the other I wasn't sure about it - until the tech was done - it was clear the other person was the salesman and he tried selling my wife on unneeded accessory items. They wouldn't even install the furnace filter. They said it had to be ordered online or they could install it but we had to be part of their membership and thereby a discount. What is the purpose of having a furnace maintenance service and not installing the filter!? Needless to say the culture has become sales oriented and not service oriented which is too bad. Won't be using them again.

Mabel W.

7/17/2015

I first want to say that Thornton and Grooms does good work--that's not an issue. When they do come out and after they have done the job, they will try and sign you up to their Platinum Club, for which you pay $26.00/month. For that you are supposed to get premium service, no $69.00 service charge (for the visit), and a 10% discount on parts. SAVE YOUR MONEY. Their big failing is getting a plumber to show up within a designated time frame. You know: you set time aside, move your appointments, and then--three times now--they just don't show up. Oh yes, they do indeed call you to tell you that they are running late and will be coming out, at which point you have to tell them that you can't wait any longer and have to leave. They seem to be terminally short-staffed. So why not hire more plumbers??? I don't see the point of paying for better service when you're not getting any, or you are, in the sense of a bull servicing a cow. The $69.00 service charge that you are supposed to save would be paid by you anyway in about 2.5 months of club dues, and makes you feel obligated to call them instead of a plumber who might show up. I am done with this club nonsense. There isn't anything more aggravating in the world than sitting there, with your finger in the dyke, waiting for someone to rescue you, who has lied about even showing up, and it's always on a Friday night. Someone needs to go in there and punch someone in the nose. Any of them deserve it; be my guest.

Derek Z.

07/07/2014 12:00:00 SA

Excellent/Friendly/professional service. Office/dispatcher lets you know when the technician is going to arrive the day of the appointment.

Kevin C.

6/14/2013

I called Thornton & Grooms out to my company to fix a leak that we had the bathroom. Guy Cline found that hot water was leaking under the cement in our bathroom. He gave me an estimate and was very professional. I put a deposit down and the next day Guy and Mike Fitzpatrick came out and broke up the cement, found the leak, replaced the broken hot water line and filled the cement back in. They were great guys who worked hard and were very honest. I would recommend Thornton & Grooms for anyone looking for a commercial plumber. Thanks guys.

Kevin M.

1/20/2015

Kevin was very helpful and took care of our unique plumbing problem quickly. Very satisfied.

Julie B.

05/02/2017 12:00:00 SA

Wanted to have an auxiliary water meter installed to save money on lawn irrigation.Also looking to replace a sump pump before it became an emergency. My husband said he'd seen Thornton and Grooms trucks in our neighborhood so I called them. It was explained to me that I would need to pay the service call fee for someone to come out for an estimate. I scheduled a day but was told they don't do appointments. They did call throughout the day to keep me abreast of the time frame but I was basically home for the day unable to do anything other than a few errands close by. Their policy was they would call when someone was 30 minutes out. When the plumber arrived and I told him what was needed he looked in my basement but also tried to schedule more services than requested. I see you have a big tree out front, do you want to schedule a drain cleaning under your house??? No thank you, just quote the two things that I asked you to quote. I was given two different prices for each request...apparently if you join their club you get the reduced price. So I paid the service fee and the club price (I think about $110.) After the plumber left, with ammunition in my hands I called Nelson Brothers in Royal Oak who gave me an approximate quote over the phone, came by for an appt. for a hard quote and installed the secondary meter and sump pump for less than half of the cost. If you have money to burn, here's your chance.

Mandy S.

5/25/2013

I am so appalled at this company that I had to write a review to warn others. This company resembles their equipment..... Snakes. Very professional service, but they are salesmen not plumbers. I had a sewage back up earlier this spring. They came out and said I needed my pipes jetted in my kitchen. Ok fine. Then they said that they reviewed my pipes with a camera and they were corroded and I needed to dig up my basement and replace 30' of pipe.... $7000. Of course I called for a second opinion. The first company I called started laughing and said, I can tell you right now you weren't talking to a plumber. Next, I called Nelson Brothers of Royal Oak, who I will give 5 stars to. They came out and ran the camera through the pipes and went foot by foot showing me the pipe and said not only was there not an issue, my pipes actually looked very good. I can't stand companies that take advantage of people like this. Now, they do very good work. I will say that, but obviously they are trained to upsell completely unnecessary work. They lost my business.

Sarah R.

6/13/2016

This company is not very dependable. We signed up with them spending a lot morning on their recommended Gold Package. Not only did they recommend 5 toilet rebuilds in the house on toilets we had not had any problems on-once they did the rebuild, we started having problems. Now we get random running on the toilets every few weeks causing us to have to schedule an appointment that is usually not on time with several phone calls through the day saying how they have no techs available to make it to my scheduled appointment time because their previous jobs have run over-OR-I spend my entire day waiting at home just to have them rescheduled for a complete different day! I have called them and even asked them to not waste time calling me to tell me they are still busy if it is within my scheduled time so I don't get aggravated or bothered yet once again, my appointment time today is 12-4 and I just got a call from David, the typical bearer of bad news, to alert me that my appointment will most likely be late after noon/early evening!! So tired of this! Why even schedule appointments!?! Very unprofessional and disappointing.

Susan W.

11/19/2014

Mike Harris of Thornton & Grooms Plumbing has assisted me in several projects after a move-in to an apartment. He has been timely, very professional, friendly and generally very helpful.

John T.

09/03/2013 12:00:00 SA

I had a problem with my water tank that is heated by my boiler. The thermostat had gone out. I had checked it and confirmed it with the tech. that came over. The tech called in a order for the thermostat and was transferred to voice mail. While I was waiting I searched the net for a switch. I found several online for $50. A simple install that remove two screws and unplug and install the new one. No water lines to cut a dry install. An hour and a half rolls by and the tech says they can get one. It would take 4 days to get. And a cost of $352.00. That is to install a $50 part that only would take less that 5 minutes. I don't think so. This isn't the first time I have tried to use these people, but it is the last.

Jiehan A.

7/23/2013

Johnny & Joe came out to address a backup in my basement. Upon arriving Johnny told me what he was going to do, and how much it cost and that Joe would follow him and show me actual pictures of what was going on in the pipes. That is exactly what happend. They fixed the problem then followed up with what I can do to prevent further back ups. He also gave me pricing on how much that would cost if I chose to take further action. Both Johnny & Joe were professional and informative. I thought the price was reasonable and I would use them again!

Catherine B.

2/25/2016

Bill just left a little bit ago, and I am so thankful I called. Our sump pump decided to stop working overnight, the alarm went off so we cleared some water out. I called first thing in the morning and not even 2 hours later Bill came. Super knowledgeable and friendly. He fixed the sump, and even brought the piping up to code. Everything was explained and I was given options. He really went above and beyond with the service he provided. He mentioned that I might want to bring my gas line up to code that was next to the sump, and I became upset because we had just had the gas line replaced a few months back by another company, he had no idea. Very thankful he mentioned that, as that could be very dangerous. Sad that it was fixed by another company. I'll be calling to schedule this with Thornton & Grooms, as well as a few other necessary fixes. We are newer to the area, so I am happy to have found our plumbing company and I will also entrust them with any HVAC repairs and maintenance I'll need in the future. I highly recommend them. I chose them while frantically doing a Google search at 2 AM and saw that they were nearby and had amazing reviews. I am not disappointed. Even the lady who answered the phone this morning was as nice as can be, and their dispatcher was in contact with me twice to let me know about when I could expect Bill. Great staff.

Todd T.

12/17/2013

The tech was a very nice guy and explained exactly what he was doing for my wife. He was not able to fix the issue and stated that we needed a pressure switch. My wife call and stated that the switch was ~$300 and needed to be ordered. I agreed but was unsure. The tech met me at the property later that evening to explain. I happen to be an engineer and carry a volt meter in my car (yes I know NERD!) I got the meter out to test the switch. It was normally open. I applied vacuum and it closed. Switch works.... The tech stated that the diaphragm gets microscopic holes in it. So I performed a leak test. Applied Vacuum and held it for 15 min. Still worked. The tech left and I was puzzled. I decided to start the furnace and take a second look. When the exhaust started I could hear gurgling in the exhaust vent. I notice the pressure switch pulsing.... I shut the furnace down and went on the roof to examine the vent. I noticed it full of water! I got the trusty shop vac out and removed the water. Started the furnace and it worked 100%.
I discovered that the exhaust line is filling with condensate and is not sloped correctly.

Susanne B.

06/04/2013 12:00:00 SA

Service was wonderful, Guy was courteous, neat and explained everything to me. Very Professional- great job!

Ken W.

12/12/2013 12:00:00 SA

I use Th. and Grooms for our annual furnace tune up and they are very thorough and reliable. The service people are friendly, knowledgeable, and prompt. They always call 20-30 minutes before they are coming. They are very clean (always where booties inside, etc.). They are knowledgeable about various systems and give excellent advice. We recently had a problem with our furnace that was tricky to diagnose and they were able to find it, explain it, and fix it. Yes, we might pay a bit of a premium, but it has been worth it.

Dave C.

6/28/2013

Their work may be of the highest quality, but their prices are way, way out of line. If you're thinking of hiring them, make sure you get a second quote before you have them start. I agree with Mandy. Their first priority seems to be sales.

Emily P.

7/18/2014

Last week I had a problem with a leak under my kitchen sink. I called Thornton and Grooms and they told me someone would be at my house between 12 noon and 4pm. At 4pm when no one showed, I called and complained. A plumber arrived at 4:30 and fixed my sink very professionally and quickly. This week my garbage disposal went out. I called Thornton and Grooms again, and they told me someone would be at my house between 12 noon and 4pm. No one showed. The next day, the same thing, between 12 noon and 4pm. No one showed. I would not recommend using this company, very inconsiderate of your time.

Michael D.

10/01/2012 12:00:00 SA

While they may not be the cheapest on the block, they do good work. Used online scheduling system this morning 10/1/12, to schedule an appointment. for today or tomorrow. They called me within 30 minutes and told me someone would be out between now (this was about 10) and noon today. Sure enough, they called and said he would be out about 11:30. He was able to diagnose both of my issues and proposed an estimate and was able to resolve my issues right then and there. He was friendly and knowledgeable. Would recommend them!

Jun G.

03/06/2016 12:00:00 SA

My furnace stopped working at 5am on Sunday and outside was -3 degC. My room temperature dropped significantly and I have my babies sleeping in a cold room. Then I found Thornton & Grooms has a 4.8 review on google (which I don't believe now). I called them and was told there would be a $165 visit fee no matter service is done or not. Since this was kind of urgency, I agreed on the $165 fee. The technician came over and replaced my broken furnace igniter, and charged me $324 for a ignitor worth $32 in addition to the service call fee-$165, which turned out to be $489 in total. I admit that the technician did a professional job and make my furnace back to work again, but can you imagine they charge $489 for a ignitor replacement, even it's for a service call? This is insane. I understand business has to make money, but 10 times higher than its value? They are doing one-time business, do you think a customer you charged for $324 for a 30-buck part replacement would came back to you next time he needs service? Be careful with this one, and don't get ripped off like me.

Jacqueline C.

10/25/2012

I used the online scheduling system and If I hadn't also called I doubt they would have honored the appointment I requested. The operator took some time to find my e-mail. Then the repairman wanted over $200 to do an extensive diagnostic on our furnace to determine the problem. He recommended a new furnace at an average of $5000. I told him I wanted to talk to my husband but that we'd like him to do a tune-up of our second furnace which he said was worse off than the first furnace, all the while trying to sell me their Preferred Customer Plan at $275 per year for a 10% discount on repairs. I asked him to just to a tune-up of the second furnace. He said it would be $800 and at this point I'm feeling terribly pressured and okay the charge. My husband exploded when he got home. We called a different company, Zilka, for the first furnace which he repaired for $135 by reattaching a loose wire on the thermostat.

I'll never recommend Thornton and Grooms nor will I ever use them again. They used to be located right in our neighborhood but sold out and the new company moved to Farmington Hills with salesmanship more of a priority than quality repair work.

Blythe M.

2/14/2011

Great service! I thought each step was thoroughly explained to me before any action was taken and I never felt like I was being taken for a ride. The work was completed in a well organized and timely manner. I will continue to use Thornton & Grooms.

Susan B.

10/04/2011 12:00:00 SA

Full-circle service. From making the appointment, the service call itself, the before, during and after explanation, and finally, the check-up call-back after appointment. No doubt when this much attention is paid to 1:1 customer dialogue that the tech is credentialized. And a really bright guy backed by an enterprise that stands behind its people and products.

John S.

07/02/2012 12:00:00 SA

John was great. Timely, clean, and efficient. Needed a sewer line clean-out on a Sunday, found the service to be very accommodating. Hopefully I won't need to, but if I do, will definately call them again.

Erik K.

12/15/2012

Too Late, We Got Your Money...
Gas valve handle on our fire place was sticking out too far, thought I needed to move the gas line so called Thornton & Grooms and explained I probably needed a gas line moved. Tech came out, told him I thought I needed a gas line moved. He inspected it and quoted $330+ to do the work, screwed in the collar for the handle but did not open or move any gas line, was done in less than 10 minutes and left.
The tech forgot to tell me that all he was going to do for $330 was turn a collar a few times because then I would have just paid him the service call and done it myself.
What's particularly frustrating is that the tech's service report shows what he did, and it took 2 calls to the office before they even looked at the report.
Then their response to me was that it was too late.
I have run into bad techs in the past but their company's management has always made it right.
Thornton & Grooms seems to know they have dishonest techs and they take advantage of it.
I would strongly recommend everyone AGAINST USING Thornton & Grooms.

S H.

08/02/2013 12:00:00 SA

The best. Fast, experienced, super nice technicians every time. These guys did my heating, air and on-demand hot water...real pros. Highly recommend

Stephen L.

10/12/2011 12:00:00 SA

The office called to keep me advised on arrival time. This was a furnace tune up. The technical was knowledgable, polite and worked quickly.