ComplaintsforThomas & Galbraith Heating, Cooling & Plumbing

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/16/2024 technician P****** B**** damaged the marble tile in my bathroom using his auger to clear blocked main line. Invoice #*******. The damage was not noticed until later that day because of cleanup issues. On 9/23/2024 the damage was reported and shown to J******* W***, the camera tech of Thomas and Galbraith, who came to inspect the mainline with camera viewer. She stated that she would report it and manager R*** C*******r would be giving me a call. After 3 or more calls and text messages informing J******* the manager R*** C*******r has failed to reach out to me and my frustration has escalated. Then on November 1, 2024 I was told corporate client assurance manager S***** would be contacting me. No one has contacted me regarding the damage as of November 12/2024

  

  Business response

  11/12/2024

  Thank you for reaching out and for your patience as we work to address this matter. I want to sincerely apologize for the communication delays you’ve experienced in receiving updates on your repair. We appreciate your understanding and the time you’ve taken to follow up with us.

  Please know that we take pride in our commitment to "make it right" for our clients, and we are glad to have the repairs in progress to resolve this issue. We are truly grateful for your loyalty over the years and for trusting us with your service needs.

  If you have any further questions or need additional assistance, please don’t hesitate to reach out. We are here to ensure this matter is handled to your satisfaction.
  Thank you again for your patience and continued business with us.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 4 weeks ago, Thomas and galbraith was contacted to fix our AC and ended up broken our furnace blower and Maine blue box. We still paid them $655 for that. The kids were struggling with no cold air and they did not went to offer any help. Everything fees and more $$$$ even though that was theirfault. Finally they promised us for half refund, but was lie. We are still waiting since August 21. Everything is recorded.

  

  Business response

  09/11/2024

  Thank you for reaching out regarding your unit warranty and repair. I'm sorry you are having issues with your AC. As you have mentioned, we evaluated your system and ascertained that you had some type of refrigerant leak in your system. Leaks are costly because they lead to other issues when they freeze up as evidenced by your blower failure.

  Since you refused the leak search quoted to determine the severity of the leak, our technician added coolant, which is not under warranty due to leak, to better gauge the severity of the leak. We can never tell how long it will last, which is why the leak search you declined was important. All of this was explained to you by our HVAC Service Manager.

  There is no warranty on your AC unit as it is beyond 10 years old and hasn't been maintained. As far as your furnace, our warranty on that is voided if you do not maintain your system properly, which you did not. We have not been there for maintenance since it was installed in 2019, nor do you have service records from another company. The requirement of these maintenance calls was explained to you as well as written in your purchase paperwork.

  I'm sorry you did not accept our efforts to get your cooling system working, which would require repairs and could require a new system. We have made every effort to explain this to you. It is always incumbent upon the homeowner to take care of their equipment, and we are happy to set that up moving forward.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thomas and Galbraith replaced a pipe in our front yard in July 2024. We now have a big whole in our yard and the pipe is sticking up. I've called multiple times for them to come back out and fix but we've been ignored or they have scheduled and canceled our appointments. I've taken off work and they canceled the appointment at the last minute. We've spent over 5k to get the pipe replaced but never did we expect for our yard to be left in this condition.

  

  Business response

  08/30/2024

  Thank you for reaching out regarding the post project staus of your yard. TYhis has been forwarded to our sewer project manager and he will be contacting you for a resolution. Please know that we will address this and are committed to a resolution. 

   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/30/2024- We called Thomas and galbraith because our AC was not working, they will be sending someone over the next day.7/31/2024- The technician Alec come over to see what wrong with the AC unit, he says it has a small leak and we have 3 options: Add refrigerant for $655.00 and it would last us until we decided to get a new unit. Run a diagnostic test that will cost $2000 to find where the leak is. Set up an appointment for a sales rep to discuss getting a new unit, we cannot afford the diagnostic or the new unit at this time so I guess our best option is to add refrigerant, As he is adding the refrigerant I noticed that the AC is blowing different. I tell him my concerns that is blowing too hard then to soft, he let me know that this is normal. On Sunday 8/3/24 the AC goes out again, call a sales rep to quote us a new unit. 8/5/2024 sales rep Gary came and quoted us for a new unit, that same day we had another company come for a second opinion that is when it was told to us that the blower module was not working. Since we got a furnace in 2019 we thought we had 10 year warranty, we called talked to Gary and he said because we didn’t do maintenance on the furnace they will not cover the part. He also said the only way to get it covered is if we bought a new AC unit. On 8/6/2024 Alec came back out to confirm that the blower was not working, he then said if we get the maintenance plan for $218 a year that would cover the labor and part On 8/7/2024 I spoke to Abby in main number so I could talk to a service manager, she took my complaint and then informed me that it was in the notes that the warranty was going to cover the labor and part so I called to set up Alec to come back out and fix the issue On 8/8/24 Alec came out said A*** was wrong and the warranty would not cover but the maintenance plan would. We agreed on a time he came spent about 30 mins then came back upstairs and said his boss said he had to take the part out, they broke the blower and wont fixit

  

  Business response

  08/27/2024

  Thank you for reaching out regarding your unit warranty and repair. I'm sorry you are having issues with your AC. As you have mentioned, we evaluated your system and ascertained that you had some type of refrigerant leak in your system. Leaks are costly because they lead to other issues when they freeze up as evidenced by your blower failure. Since you refused the leak search quoted to determine the severity of the leak, our technician added coolant, which is not under warranty due to leak, to better gauge the severity of the leak. We can never tell how long it will last, which is why the leak search you declined was important. All of this was explained to you by our HVAC Service Manager.

  There is no warranty on your AC unit as it is beyond 10 years old and hasn't been maintained. As far as your furnace, our warranty on that is voided if you do not maintain your system properly, which you did not. We have not been there for maintenance since it was installed in 2019, nor do you have service records from another company. The requirement of these maintenance calls was explained to you as well as written in your purchase paperwork.

  I'm sorry you did not accept our efforts to get your cooling system working, which would require repairs and could require a new system. We have made every effort to explain this to you. It is always incumbent upon the homeowner to take care of their equipment, and we are happy to set that up moving forward.

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ********

  Is not the fact that the warranty is void is the fact that your technician failed to explain properly what would happen if we added refrigerant, he also stated to me the leak was small and I should be fine for a while once again misleading me to think I had time to get a new unit. This company lied just to get more money out me. You all should be explaining things to your costumers not just shoving numbers in their face and being dishonest. He took advantage of the fact that I did not know that. Spoke to several people in your company and was told different things by them. The blower was working just fine until the refrigerant was added. It should be at least be fixed 

  

  Business response

  08/30/2024

  As previously explained, when a client refuses a leak search, but wants their system to cool, adding coolant is the first step. This helps us determine the severity of the leak based on how long the coolant level holds. Our technicians explain this to clients who refuse a diagnostic or repair. Our invoice also specifically states that we do not warranty coolant, as without the leak search we have no way of knowing the state of the leak. This has been explained, and at this point I am unsure what this client wants from us. The previously outlined state of his warranty and lack of maintenance is correct. Our repair warranty was contingient upon proper maintenance. I checked and the unit is technically still under the manufacturer warranty for parts, but the client would be responsible for the labor to make the repair.  

  All warranty papers are seen in job photos, still mounted to the side of the air handler. We do not retain copies typically, as this is the client's responsibility. Should the client agree to cover our labor to replace the leaking compressor, we will be happy to submit the cost of the compressor for warranty with the manufacturer. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  contracted Thomas and Galbraith to fix our A/C. Tech claimed I put freon in the unit began yelling (We NEVER did). said I must pay him and additional $1k to do a freon recapture or would leave. Agreed to pay. He came inside screaming was quitting demanded $715.00 right then. Said he is afraid we will sue him. I told him I will only pay if he finishes.... he said put us in collections left in rage. Ring Doorbell video. called T&G S***** REFUSED fulfil the contract. She said we must get another company would accept their finding. called ***** ********. He found T&G tech didn't finish install the Solenoid created a false read on freon, and the disconnect box installed was used substandard not new as told. T&G won't respond. Note: still trying to charge me $715 didn't finish work and put on used parts. ****** did fixed w/o freon. pics of the USED disconnect box they installed. I had to pay have removed. 1. The tech they sent was not capable of fixing the machine in the first place. 2. They put used equipment on my home... this is not safe and would fail early. 3. The Tech yelled at me and made false accusations due to his own incompetence. 4. S***** supervisor also false accused me and refused to honor contract or send another repair person. 5. S***** is the one that told me to call another company to do the repair. 6. They are now billing me the full amount despite NEVER completing the job, costing us extra time to get A/C and i have a health condition made much worse by heat. 7. T&G only fix a ground wire. 8. The disconnect box he installed that was used and unsafe.... paid other co. to remove

  

  Business response

  08/16/2024

  I spoke with this client at length prior to his complaint. His accusations are unfounded and we will no longer be servicing this account. We will void his invoice to resolve this complaint.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  However, I would like it noted that the evidence provided is accurate and verified by 3 separate ***** ******** Technicians including their head technician.  We have 6 witnesses to the Thomas & Galbraith tech agreeing to fix it same day before I would sign his contract.
  
  We are incurring the cost to have his used Disconnect Box removed since it is very used. We also paid for a new solenoid not knowing if the one they provided was used or not... though it tested okay.  This case is very solid and not unfounded as they claimed.  Had they sent more qualified tech they would have seen this.
  
  Their tech didn't hook the Solenoid up correctly missing a wire that made the Blower not work.... which gives a false reading on the Freon level.  See pics of the ***** ******** reading proving our Freon was low and didn't need any. Also, the pic ****** took of the solenoid before touching it proving it was missing a wire. If the Thomas and Galbraith manager had worked with me, they would have been paid that day and I wouldn't have found out about the used disconnect box.
  
  Note: This is my first time using the Better Business services ever and I'm in my fifties.
  
  I will accept the void of contract and invoice they offered, and not pursue this if they keep their word. 
  
  
  Regards,
  
  ****** *****
  
  
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm still paying almost 1800 dollars for a furnace issue that was not fixed at all. They charged me almost 1800 dollars to replace a motor and supposedly another part. It did not work. I was very reluctant to call them back to resolve the problem because I did not trust that they would give me an honest assessment. I did request them to come back without charging me a service fee, and I had to be insistent about that. They did come back and I watched them closely, which I had not done the first time. I felt like I should not have to do so. They said that it was a circuit board and voltage issue?? This was not at all mentioned by the first technician. They were going to charge me another 1300 dollars to fix it. I said forget it. Since they said that it was a circuit board and voltage issue, we had our electrician come and check. He said that there was absolutely nothing wrong with the circuit board or voltage, and that they were trying to get more money. The problem is still not resolved and I'm paying for absolutely nothing. We can't afford right now to have anyone else look at it because of the 1800 we are still paying. They ripped us off and I'm very upset. That's a lot of money to pay for nothing. I want a refund.

  

  Business response

  06/19/2024

  This client is speaking out as retaliation for our placing her on a Do Not Service list. We attempted to assist his client with her 13-year-old system in December of 2023. At that time, our technicians found that her unit was in a state of disrepair and had not been serviced or maintained since its install. During this appointment, we replaced Inducer Motor and the condensate collection box, which was discounted, as is noted on the invoice she attached. System was operational upon completion of these repairs. We did not hear anything from this client for almost 2 months, when she called in again to say her system still was not working properly. Upon our return visit, which we did at no charge as a courtesy, we identified other issues with her aging system. Due to her lack of maintenance, the issues were mounting. We provided her solutions by a Senior Tech, and she declined the repairs in February of 2024. Her attempt to blame us for the condition of her system was noted, and after numerous phone calls and accusations, we placed her on a Do Not Service list.
  

  I have attached the Zero charge invoice from February with its notes, as well as a snapshot of all the calls made in February during which she blamed us for her system not operating properly. 
  

  We work very diligently to resolve issues with our clients and provide them the best information we have and offer solutions for repairs by our well-trained technicians. It is always disappointing when a client decides to blame us for the state of their system when we had nothing to do with it.
  

  We will not be issuing a refund for this client and will continue to have this account as unserviceable.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Promised a refund that never happened.

  

  Business response

  03/22/2024

  Thank you for reaching out with your concern. As agreed upon, your refund check was actually cut yesterday and will be in the mail today from ************. You should see it the beginning of next week. Please note: the return address on the check is our parent *** *****, check #*****. Please feel free to call is you have any other questions or concerns.

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******
  

  Customer response

  03/22/2024

  Thomas and Galbraith has been promising us a refund for a month now and we have never gotten it. We were told February 26th that the refund of $908 had been sent. It never came. We were told on March 12 when I met Ryan C******** in person that a check had been cut and we were receiving it soon. We were told the check would be to me before March 22, today. Now we are being told that the check was cut yesterday and mailed today. I’m sorry but to me that’s just another lie so I reject them saying the matter is resolved. I offered to pick up the check but Heather told me today I could not. I don’t believe anything they say. Why not put it back on the ******** ******* card? I have documentation to support all of these facts. 

  

  Business response

  03/27/2024

  Paid in full on 03/21/2024 Printed Check: #***** $908.65

  I'm sorry for the delay in getting this check to you. We were unable to credit back your credit card because the charge was from October of 2023. We had to cut a check. We had some procedure changes in accounting and this took place after your check was requested, delaying the payment. I'm sorry you feel you can't trust us. We have provided you the information you requested, you just aren't happy with it. For that I am sorry, but sometimes things take a little time. The reason you can't "pick it up" at the office, is the checks are cut and mailed from ************. I'm sure you will receive it this week, if not today.

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******

  I have been told this story since February and we are now approaching April. Today is March 27th and still no check so it is not coming today. We were in ************ and could have picked up the check but was told no which is why we do not believe what we are being told. Please explain to me how a company can be trusted after being told lie after lie and we have proof from emails. Ryan C******** told me Friday that a person named Sherrie would reach out to us as he has spoken to her about our check. She never called or reached out. No one has. BBB please let us know the next step as this company is not honoring their word and promises. 

  

  Business response

  03/29/2024

  Paid in full on 03/21/2024 Printed Check: #***** $908.65

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been using T&G for the past two years to do tune ups on my AC and furnace. I had no complaints until recently. Our furnace had been working fine throughout the winter. On 2/8/24, their technician came for a regular tune up. No issues were found. Their technicians seem to be pretty solid and well-trained. However, on 2/11/24, the system completely shuts down. After calling out another tech, we find that it's a faulty valve that has shorted. As part of that visit, they did a more thorough visit and find that the hear exchangers are quite worn and cracked. Ok, those are big things and our system was pretty old so we opted to buy a new furnace. The next day, they do the install. Everything seems to go smoothly. The heater is running, the house is warm. Great! The next day, the system shuts down. Tech comes out again and we find that the blower motor is malfunctioning. The tech replaced it and the system works again. That night, the system shuts down again. Tech comes again the next day and finds that the system shorted itself and another valve is allowing too much gas. So they make an adjustment, the system works. Now tonight, the system has again shut itself down. I should mention that the 24/7 assistance claim is just a load of BS at this point. I have now called their line after 9 pm 4 times. Each time, the answering service takes my info but I never get a call back from anyone. It's Feb and it has recently snowed and it's freezing outside and I have no heat in the house (which I noted to the operator). At least a phone call from the on call tech would have been nice. As of 2/20, I will have had 4 visits from them in 4 days. My confidence in this company is totally shot. I should also mention that because I had to call them so many times, I lost my 3 day weekend due to waiting for them. Despite all of this, no one from their management has reached out to understand how they could win back my trust. I just want a furnace that will reliably heat my house

  

  Business response

  02/20/2024

  Thank you so much for reaching out and explaining this issue so thoroughly. It gave us reliable source of material for our call, that I believe went very well. I regret that we have not addressed it more effectively to date and will continue to support your needs until all is resolved. The issues you have with your new system are beyond frustrating, and unfortunately, they are not that uncommon. After any major system install there is a period of time that initial failures can surface, whether mechanical or operational, and we will remedy them. This can range from an initial failure part from the manufacturer, like your inducer motor, to the flow and pressure of a gas setting. As discussed, this is where I believe our issues developed, and you are correct at pointing out the need for more expectation setting during the sales call and the installation. Sharing this information with our clients and preparing them for these adjustments is where we seem to have failed you, and I apologize for your inconvenience and frustration. I am planning to address this with the Director and Managers, and we will put forth a plan to better inform our clients of these potential adjustments during sales calls, and to follow our installs with a Sr. Service Tech who will go over the entire system after an install to insure proper operation. I am also looking into the how the afterhours calls were managed by our service as communication is the cornerstone of good service, and we take it very seriously.
  

  Again, I thank you for bringing these issues to our attention and for graciously talking through it all with me this morning. I am disappointed that our service fell short for you and grateful for feedback I can use to improve our processes. 

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  While the installation issue has finally been resolved by 2 more visits after my initial complaint.  The company has not done anything else to resolve my loss in trust and my loss in work time and vacation.  I had to work from home for 3 days straight as well as lost part of my 3-day weekend because I needed to be at the house to wait for their technicians.   I would have expected the company to offer a credit or gift certification for my loss in time.  But they made no mention of this. If this issue happened at a restaurant or a retailer, they'd bend over backwards to win back my business.  This hasn't happened at all.  So because there has been no desire to try and win back my business and trust, I may need to cancel my future work with them. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came a fixed the sewer smell. Which had nothing to do with the walk pipes. The charged the church $2700.00 . They refuse to return my phone call or come back. The problem is still occurring. I asked them to send me a copy of the work. Nothing yet. I trusted Thomas and Galbraith they have lost our business

  

  Business response

  02/01/2024

  We are sorry that you feel you did not get your problem solved. It's important for you to understand the situation in case it wasn't clear at the time of service. We performed a stack replacement to get access to auger the drain line. After the stack was in place, the sewer supervisor could not get passed the 90 under slab, so we quoted that repair as well, but you declined that work. This is a necessary step to find exact where the smell is coming from as smells are very hard to point out and sometimes is a step by step process. It's unfortunate that you have this issue with your sewer line, and we are happy to do the repair as quoted.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new AC and furnace assembly replaced with new wiring for the new heat pump on 11/09/2022. We since have received a letter from the county building inspection and they came out to do the inspection but could not proceed due to the company not obtaining the building and electrical permits required, which is their responsibility. I have called numerous times and told that they would send a message to a manager. I have been called back by Rodney, who said he would look into it but has not responded. I last called on 01/04/2024 and again told that it would be passed on to a manager, again with no response. I am worried that if the electrical work they performed may not have been completed correctly and we cannot get it inspected to make sure without them getting the permits.

  

  Business response

  01/17/2024

  Thank you for bring this to our attention. Our permit manager is trying again to reach out to the IBI and has been told they are many months behind currently. Attached is the IBI permit we pulled 9/14/2023. IBI should have already processed and been able to set this up for our client. Unfortunately IBI has been has had issues with their employees and having them follow up and get inspections done. We have reached out again on your behalf and will share whatever response we get.

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Boone county zoning and inspections advised me that Thomas and Galbraith has to contact their office at ###-###-#### to obtain the electrical permit and have a CE licensed electrician do the inspection. We are not responsible to set this appointment up, Thomas and Galbraith is.  
  
  Regards,
  
  **** ******
  

  

  Business response

  01/31/2024

  We have engaged an electrician to pull the permit and address the concerns.
  
  He has to get his license reinstated with ** which could take 4 weeks.
  
  We are actively working on this

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as it is actually taken care. 
  
  Regards,
  
  **** ******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩