ComplaintsforThomas & Galbraith Heating, Cooling & Plumbing

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two carbon monoxide detectors were installed, one by mistake. The detectors were removed and the holes that were caused were patched. Three different employees, Chris M*****, Jordan, and Jeff, told me they would paint the damaged walls since it was actually their mistake. I was notified by Tina, yet another employee, that they are not responsible for painting my damaged walls. It will be my responsibility and the cost out of my pocket, not theirs. I called and left a message for Tina to address this situation, but never received a return call or any other contact. I have no other recourse than to turn to the BBB for resolution. I would like resolution to be Thomas & Galbraith be required to either repaint the walls themselves or reimburse my out of pocket expense to hire painters myself.

  

  Business response

  07/15/2022

  Thomas & Galbraith is a company based on trust and customer service. According to our records, we are called March 3, 2022 by the client stating: "she didn't receive a tstat in her install & she didn't want the carbon monoxide detectors & now has wall damage due to them." We received a call on 4/26/22 stating she has holes in her wall from the tstat, our Install Manager returned her call multiple times with no answer. On 4/29/2022, we removed the CO detectors she requested we remove and patched the holes. We are not responsible to paint the walls. 

  Customer response

  07/16/2022

  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.

  The day the HVAC units were installed, a carbon monoxide detector was erroneously installed where there was no bedroom by the technician Scott, who apologized profusely for his mistake and offered to give it to me for free. I refused the detector and he took it with him but did not remove the plate from the wall.This wall never should have been touched by Thomas and Galbraith. 
  He also installed one in the hall. On March 29th, technician Jordan installed the new thermostat and removed the hall detector. He told me his boss Jeff would come, patch the holes and paint the walls. 
  On April 29th, technician Jeff came and patched the holes of the plate installed by mistake as well as the one in the hall removed by Jordan. Jeff not only patched the holes made by the detector plates but also patched an area of the wall not made by the plates. The “mistake” wall is pink. The hall wall is tan. Jeff took photos of both walls. I told him I had tan paint for the hall but not the pink paint. He went to the basement and looked at the tan paint. He told me he could use the paint I had for the hall, but would have to go and find the pink paint to match the “mistake” wall. 
  

  Intent for them to paint the walls was told to me by 2 Thomas and Galbraith technicians. It was Thomas and Galbraith’s employee who erroneously made holes in the wall and another employee who patched an additional area on the hall wall other than the original area.

  I feel it is Thomas and Galbraith’s responsibility to paint the areas (as I was told would happen) or Thomas and Galbraith pay to have my painter paint the areas. 
  

  In response to the comment that the “Install Manager returned her call multiple times with no answer” is absolutely not true. I have recorded the dates, times and persons I talked to leaving messages for someone to call me with no response.  
  
  
  Regards,
  
  ***** *******
  

  

  Business response

  08/16/2022

  You may have your painter paint the one tan wall and the one pink wall and email the invoice to ********************************. I will pay the painter directly for those 2 walls only.

  

  Business response

  09/19/2022

  Will do.

  

  Business response

  09/21/2022

  I have not received the invoice. Once received the check for reimbursement will be requested. 

  

  Business response

  09/30/2022

  Thank you! the check will be printed Thursday October 6th and mailed on Friday October 7th

  

  Business response

  10/12/2022

  Paid in full on 10/06/2022
  Printed Check: #*****

  Customer response

  10/20/2022

  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

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I requested a free estimate for a water heater on April 5. On April 14 a sales person arrived and provided estimates for new a water heater. On April 28, Thomas and Galbraith sent me an invoice for $98 to provide the estimates. No one answers the phone number provided on the invoice. The website clearly states free estimates **********************************************************

  

  Business response

  04/29/2022

  This has already been refunded on 4/28/2022. Yes, we give free estimates on water heaters, we are sorry. 

  Customer response

  04/29/2022

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A tech employed by Thomas & Galbraith, Matthew S, came to my house today to diagnose why the heat pump will not turn on. My heat worked about 50% before Mr. ****** tinkered with it. Resistive heating worked. Heat pump did not. He probed the furnace for an hour, gave me a quote to fix, and then left. A few minutes after he left, I tried to turn the heat back on, and now nothing works at all. No resistive heat. Blower motor won't turn on. Nothing. I called the office and asked them to send ******* back to fix. He calls a few minutes later and offered to waive the trip fee, but added, "If any work needs to be done, that would be separate." So he can come over here, leave the furnace more broken than the way he found it, and I'm supposed to pay for this? That's ridiculous! It's unprofessional and it's wrong. Did the company try to resolve the issue? No. The company tried to exploit the issue, using their negligence as an opportunity to profit. I let these people into my home in the good faith that they had my best interest at heart, and the first chance they get to gouge me they took. Do they really need to hear about the social contract they agree to when going into somebody's house? Do they honestly need a lecture that breaking someone's property is wrong, and they should not use it as an opportunity for easy money? These people are adults and they know better. Their behavior today is absolutely unacceptable.

  

  Business response

  03/21/2022

  Thomas & Galbraith is a company based on trust and customer service. According to our records, on 3/15 we were called because the furnace was not heating. Upon arrival, our technician found unit is running in Aux back up heat. After a thorough investigation found unit with a bad high pressure switch. Bypassed this to get unit running and actually found unit low on refrigerant 410a. Recommendations are to do a leak search and address leak and replace high pressure switch or look at new equipment. All options we gave were declines and we collected the service and diagnostic fee or $94. On 3/16, we returned because the system was not heating. We repaired everything under warranty.

  Customer response

  03/24/2022

  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. 
  

  I talked to Thomas & Galbraith the next day and they sent a tech to make things right. And they did. You can close this complaint.

  
  Regards,
  
  ***** ********
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our laundry room was flooding. , we called Thompson and Galbraith the first technician came to our house and told us that he could not access the main line and we needed to knock out our walls and our bar in order to gain access to it and he would do it personally but he did not have a sawzall in his truck but if we knocked out the entire wall including our storage someone would be out the next day to fix the problem. We knocked the bar and the walls out, we stopped at the storage. The next evening another technician came out and told us that the problem in fact was the floor drain not the main line and he “wouldn’t have knocked any of this out” he fixed the problem with a plunger with in 10 minutes and was on his way. I called Thomas and Galbraith for two weeks before someone called me back and **** in management informed me that they would not repair the walls BC they didn’t do the demolition even though we were told to do that to fix the problem. All we want to be made is whole and they are refusing.

  

  Business response

  03/14/2022

  Thomas & Galbraith is a company built on trust and customer service. Please see attached invoice ****** regarding the Description on Work. Client agreed to remove the wall and shelves for us to have access. According to a recorded phone call, they also removed parts of their bar and stated "we went a little overboard with demolition." 

  In conclusion, Thomas & Galbraith is not responsible for any of the demolition. 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/21/21 *** came to give me an estimate for a water heater. It was advertised in ***** ******** for $1,500 but it did not include everything. Price: $1,798. *** asked how old my sump pump was. I did not know. *** told me I needed a new one. Found my papers for the sump pump. It was installed April, 2019. Should last 7-9 years. If it ain't broke ***'t fix it. if it rains, I could have a flood. Then I asked him to look at a handle that had fallen off my bathroom faucet. He said he had to get a new one. $950 + $1,000 to install. Have to put new pipes in and take the sink off the wall. I called ****. Sent them a picture of the broken handle. Said they would send me a cartridge . $0. 2 minutes for the plumber to snap it together. *** was writing something, I asked if that was for me. He said yes. I wanted a written estimate. Then he asked me to sign on the iPad. I did. That was my mistake. I did not read what I was signing. I again asked for a written estimate. I received it the next morning at 9:04. The men were installing the water heater at the same time. I did not go to my email until late afternoon. What a shock to see a bill for $3,130. *** broke a trash can when he threw a part to the toilet he was fixing into the can and a scale was broken. One foot was crushed. Either it was dropped or something heavy fell on it. The manager said he would pay for the trash can but not the scale. Charge$358 for freezeless model. Water heater pan $144. Manager said I did not need it because there was a drain He would refund 144.. $599 for main valve. I would have liked to see a bill and have the opportunity to discuss it and get another estimate. Padding the bill. Then trying to sell an unneeded faucet and sump pump T&G sent a plumber to look at the job. He said work was ***e that was not necessary, I should only pay for the Water heater and permit. $1,700 plus $75.

  

  Business response

  01/21/2022

  We installed the water heater only on 12/22/2021. On 1/13/2022. we refunded $1294 back to her credit card after Esther spoke with the plumbing manager. 

  Customer response

  01/21/2022

  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

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a water heater which was installed on Nov, 8. The purchase price included the cost of a permit. A permit was not pulled. I need a permit No. in order to schedule an inspection by Warren County. I have made repeated calls to the out of state call center requesting that a permit be pulled. I have emailed requesting that a permit be pulled. There has been no action in getting a permit. One customer rep said I would receive a call from a supervisor. I did not receive a call. Another customer rep said a permit would be requested from ****** County. I live in Warren County. That's the problem dealing with an out of state call center. There has been no resolution of my problem. It's a simple act, nothing complicated.

  

  Business response

  01/21/2022

  The permit was pulled on 12/21/2020 for Warren County. I have attached the receipt. We do not get a permit number when we file. Permit offices are significantly behind, causing larges delays in work. 

  Customer response

  01/24/2022

  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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that the contractor replaced my old gas hot water heater with a gas hot water that has a noisy exhaust fan motor. I am sure that every exhaust fan motor makes some noise. I am not asking for a new water heater and I will be satisfied with an exhaust fan that makes the normal amount of noise – not about 70 dB that can be heard in every room of my house. The contractor is Thomas & Galbraith. Here are the details: Water Heater Issues with Thomas & Galbraith My wife and I purchased this home when it was new in Aug 2007. ***** (the builder) replaced the original hot water heater after a year or two, probably due to a recall, because it appeared to be working properly. The replacement water heater was either a PowerVent or an AO Smith gas water heater. There were no issues with this water heater until it failed in May 2021. Summary of My Complaint: Thomas & Galbraith replaced the old gas water heater with a ************** gas hot water heater. I complained about the noise the exhaust fan motor was making shortly after the water heater was installed. Thomas & Galbraith replaced the fan motor assembly, but the replacement fan motor also made an excessive amount of noise. I contacted ************** and talked to a man in their Technical Department who told me that their water heaters were the quietest in the industry. I complained about the excessive noise to Thomas & Galbraith again, but they will not replace the fan motor again or correct the noise problem, and they wrote me a letter stating that the next time they will charge me three times the normal service fees for the ***e concern. The Problem: I am 81 years old and have never had a home where the water heater noise was an issue prior to this time. Thomas & Galbraith admitted the fan motor was too noisy and replaced it, but the replacement fan was just as noisy. It appears that Thomas & Galbraith doesn’t want to cause a problem with ************** (their supplier) by telling them the fans are too noisy for installation within a home and/or do not meet their noise specifications, and by failing to deal with their supplier, they are passing the problem on to me. That just does not seem right. I just want a hot water that works without making noise that can be heard in any room in my house. Details: May 30, 2021 (Sun) – Water seemed cooler than normal when showering, but it was OK May 31, 2021 (Mon) – Memorial Day. Water was quite cold, so I took a fast shower. Jun 1 (Tue) – I live in ******** ** ***** ****** (***), so I called the *** Clubhouse and got the names of plumbing contractors that were recommended in our community. I called and reached one – he could not come until Sat. I talked with my neighbors and found out that my next door neighbor (***** *******) recently had a hot water installed. I went over and checked it. She was quite satisfied with her new ************** electric hot water heater. Her contractor was Thomas & Galbraith. I called Thomas & Galbraith and made an appointment for a technician to take a look at my water heater. Adam H. came the next day (Wed, Jun 2) and gave me the estimate for new gas hot water heater for $2,800. I asked about installing an electric hot water heater like Sandy’s (next door) because it cost her $1,700 and he was quoting me $2,800. He said the reason for my hot water being more expensive was that it was gas. I asked if he could put in an electric hot water heater. He said it would cost about the ***e ($2,800) because it would cost $1,000 to put in the electric line from the electrical service entrance in my garage to the water heater – only about 30 ft away. I was amazed at the cost, but this was his price, and I had no basis for challenging it (although I tried to get him to come down on the price). He said that Thomas & Galbraith could install a ************** gas hot water heater on Friday (Jun 4). Even though the Thomas & Galbraith price was about $300 more than the other contractor’s quotation, Adam said they could install it Friday. That was great – so I could shower with hot water and attend an Ohio State track meet near Dayton on Sat because my granddaughter was competing (as a shot-putter!) on Sat (Jun 5). Two technicians installed the *************** gas hot water on Jun 4 (Fri). It appeared to be working properly, and they finished and left. I noticed that it was a little loud when the exhaust fan motor came on. This fan blows hot exhaust gas from heater up and out the roof vent. I had never had a noise issue with the previous hot water heaters in my house (or any other house). The next week, I contacted Adam Hannekamp, the technician who sold the unit to me. I told him the exhaust fan motor was making an unacceptable amount of noise. He said that Thomas & Galbraith would need to schedule his visit. I believe I called the office, and they scheduled his visit. I believe Adam came to the house the week of Jun 7th. When he heard the exhaust fan come on, he said ‘They all make that much noise’. I said it is too loud for a hot water that is in the house (because it is in a closet that is adjacent to my living room – and it is centrally located in my 1450 sq ft house). I was incredulous when he said that I was the first one to complain about the noise because it makes more noise than my gas furnace. I told Adam that it is the first thing that I hear when I step out of the shower in the morning. I took him into the master bathroom, turned on the hot water faucets to let the hot water run, and the water heater fan motor came on after about 30 sec. Adam could easily hear it - and we could hear it in any room in the house. He said that the exhaust fan was working and that they were all like that, so he didn’t think there was anything else he could do. I told him that I would see if I could put up with the noise, but it was unacceptable to me. I was still bothered when the hot water heater exhaust fan motor came on, so after a few days, I contacted ***************, the manufacturer of the gas hot water heater and talked to their technical service representative who informed me that ************** hot water heaters are the quietest in the industry. I told him that didn’t seem right because the old hot water heater that had just been replaced didn’t make enough noise to be noticed and the new *************** hot water heater was making noise. I asked for the decibel rating, and he told me under 50 dB. He told me that I could get a free app on my phone to check the sound level. I called Thomas & Galbraith and told them I was not satisfied with the noise the exhaust fan motor was making and I asked them to send Adam out again to check the noise. Adam and Don (his supervisor) came to the house between 10am and 12 noon on Wed. Jun 30th. Adam checked the noise level using his cell phone – it was 65 – 70 dB, well over the specification of 50 dB, so they said they would order a replacement exhaust fan for my hot water heater. I called Thomas & Galbraith once or twice in July and Aug to check on the replacement fan, but I was told the exhaust fans were back-ordered due to supply chain shortages. A few days after my last call, Thomas & Galbraith called me and said that they had the replacement fan. I asked that Adam install it Adam installed the new exhaust fan between 8 and 10am on Aug 30th. He checked the noise with his cell phone, and it registered 62 – 70 db. I said that was still too loud and I could hear it in any room in my house. He indicated that the ************** gas hot water heaters generally are intended for installation in the garage or the basement; however, they installed this one in the center of my small home (which is one level and is built on a slab of concrete). He said that was all he could do. I pointed out that the noise still did not meet the ************** spec of under 50 dB. Again, I said that I would see if I could put up with the noise when the fan motor came on. One has to wonder why Thomas & Galbraith would install a gas hot water heater inside a small home if they knew that these units were intended for basement or garage installations because of the noise they make. To me, it was obvious that if the fan assembly did not meet the manufacturer’s noise specifications, then it should have not been shipped from their factory to be used by customers (like me). I called Thomas & Galbraith at 10:31am on Oct 20th and talked to Megan. I told her I was dissatisfied with the noise the fan motor was making and that I wanted Adam Hannekamp to come to my house to see if he could make the fan motor quieter. She said I would need to talk with a manager. Dan (Thomas & Galbraith Service Mgr.) called me on Oct. 21st at around 2:20pm. I explained to him that I was not satisfied with the noise the fan was making. Thomas & Galbraith made arrangements for Adam Hannekamp to come to my house the next day, but the next morning Adam called me and said that he had done all he could do and that another person from Thomas & Galbraith Client Services would need to check it. Matt S. (Thomas & Galbraith Client Services technician) came to check the installation on Oct. 22nd. I showed him the hot water heater, took him into the bathroom and ran hot water, and he heard the fan motor come on after the hot water was running for about 30 sec. He measured the sound level and it registered 62-68 decibels – well over the spec of 50 decibels. I asked what Thomas & Galbraith could do. He went to his truck, checked with his manager, and came back into the house and told me that Thomas & Galbraith would replace my water heater for no installation charge – as long as I supplied the hot water heater or purchased one from them for about $1700. This did not seem right to me because they had just installed a new hot water heater for which I paid $2,800. Thomas & Galbraith had agreed that the fan motor was making excessive noise because they had replaced it on Aug 30th. However, they were now unwilling to replace the noisy replacement fan with a fan that met the ***** sound rating specs. A couple of days later, I received a letter from Thomas & Galbraith dated Oct 22, 2021. This letter stated the following: “Offered to install customer supplied water heater at no charge. The next time a tech is called out for this ***e concern, we will charge full thrice service/dispatch fee and necessary diagnostic fees”. After receiving this letter, I made two calls on different days to Thomas & Galbraith and asked to speak with a service manager. No one returned my calls. I tried to get additional information over the next few days. I had an on-line ‘chat’ with Joel Rivera at BrandfordWhite.com on Oct 26th. He provided me with part numbers and the cost for a replacement blower fan, but he had no information on the ***** specs. I called *************** and talked to the technical support staff on Tue, Oct 26th, between 4:24 – 4:40pm. I talked with Scott in the technical department about my ***** water heater fan. He indicated that they do not have written specifications for the decibel ratings. I asked him to ask his associates if they know what the sound level should be. He left the phone, and I waited for about 10 min while he checked. He came back and said that none of the fan specs have sound ratings, but “they pull it off the line in the ***** factory if the sound is over 55-58 dB”. (Note: The ************** technical people may not have been able to provide written specifications because of their business dealings with Thomas & Galbraith). At 11:39am on Oct. 29, 2021, I called ***** in Michigan to see if I could get information on the sound ratings of their exhaust fans. I talked with Kaylan who said that ***** has a secrecy contract with *************** and that they could not divulge that information to me. So, at 12:04pm, I contacted ******** (a supplier of mechanical and electrical equipment) to see if they could help me get specifications. I talked with *****, and she directed me to another gentleman (***), and he directed me to another gentleman (******* ****, at ********) who also did not have the part, but he gave me the number of ****** ***** (another supplier; ###-###-####). ********* (12:32 – 12:37pm on Oct 29th, at ****** *****) provided me with a spec, but it did not have the decibel spec information for the fan motor assembly. Note: I tried to get the names of the people and the dates mentioned above correct. Even if the times and dates noted above are not exactly correct, it does not change the bottom line – that my gas hot water is making too much noise for my small home and that Thomas & Galbraith should honor their “True Comfort Promise!” to provide good service to their customers. It appears that they don’t want deal with the problem - to rock the boat with their supplier - but they are content to pass the problem on to me.

  

  Business response

  01/21/2022

  Thomas & Galbraith is a company based on trust and customer service. The client did complain after the install the the power vent motor (needed for gas water heaters) was too loud for him. Although we thought it was normal, we wanted to make the client happy so we removed the motor and install a new one under warranty. *** **** was still unhappy and was stating it was 50 dB. According to decibelpro.com 50 dB is as loud as a quiet conversation, a quiet suburb, a quiet office, or a quiet refrigerator. Notice the use of the word ‘quiet’ when describing this noise level? That’s because all sounds between 31-60 decibels are considered quiet. *** **** also listened to the conversation with Bradford White and our plumber on the 10/22/2020 visit. The plumbing manager spoke to *** **** and offered free labor if he wanted to purchase his own water heater and we would install it for free. 

  In conclusion, the power vent motor has been replaced one and is running under the normal decibels. Thomas & Galbraith does not believe there is anything wrong with the power vent motor. 

  Customer response

  01/24/2022

  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,
  
  *** ****

  Dear Better Business Bureau                                                                   Jan 24, 2022
  RE:  Complaint ID ********
  Thank you for contacting Thomas & Galbraith in response to my complaint on 12/1/21.  Thomas & Galbraith FAILED TO ADDRESS MY COMPLAINT adequately.  Here are the details:
  1-The response by Thomas & Galbraith addressed my issue but was incorrect because it indicated that the noise made by the power vent motor (exhaust fan) was 50 dB when their technicians measured the sound levels at much higher noise levels, as follows: Adam H. measured the sound levels at 62 – 70 dB on 8/30/21 and Matt S. measured the sound levels at 62 – 68 dB on 10/22/21.Please contact Thomas & Galbraith to verify these ‘above specification’ sound level readings. The power vent motor/exhaust fans for ************** hot water heaters currently are made in Mexico and are not meeting the 50 dB specification level. I would be satisfied if the power vent motor noise level were less than or equal to 50 dB.
  2-Thomas & Galbraith did replace the original power vent motor, but the replacement power vent motor was unacceptably noisy (see above specification sound levels above).Thomas & Galbraith also offered free labor for installation if I wanted to purchase my own water heater; however, this seems inappropriate because my complaint is about a new hot water heater that I purchased from Thomas & Galbraith for $2,800 (a high-end price for a new home hot water heater) that should be working properly – and this means safely heating water within my home without making an excessive amount of noise that can be heard in every room of my house. It is just not right for them to tell me to buy a second hot water heater because the hot water heater they installed does not work properly.
  3-As stated in my complaint to the BBB on 12/1/21, “I am not asking for a new water heater. I am sure that every exhaust fan motor makes some noise. I will be satisfied with an exhaust fan that makes the normal amount of noise – not about 70 dB that can be heard in every room of my house.”
  4-Thomas & Galbraith should do the right thing and correct this problem - without asking me to purchase a second new hot water heater. Thus, I am REJECTING THE BUSINESS RESPONSE for this reason.
  
  Sincerely,
  ****** ** ****
  

  Customer response

  02/07/2022

  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 wants explanation of noise level and why it cannot be brought down to an acceptable level.

  

  Business response

  03/14/2022

  I would be happy to have the motor replaced one more time. Would you like to try that?

*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. ↩