Complaints

This profile includes complaints for Thomas & Galbraith Heating, Cooling & Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thomas & Galbraith Heating, Cooling & Plumbing

  9520 Le Saint Dr Fairfield, OH 45014-2253

  
• 

  Thomas & Galbraith Heating, Cooling & Plumbing Dayton

  6344 Webster St Dayton, OH 45414

  
• 

  Thomas & Galbraith Heating, Cooling & Plumbing Dayton

  6344 Webster St Dayton, OH 45414

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For plumbing work completed in November of 2024. I had a floor drain that needed repair and was quoted $2300 for the repair of the floor drain. Additionally, thomas Galbraith stated we should get another part of the sewer line repaired as the cost would be cheaper to do these both at once and they quoted me $4900 for both jobs. They repaired the floor drained and cemented over it. When they opened the cement on the other drain they found the city main sewer line. Called the city and they city told them to stop repairs and cover with cement. They adjusted my bill to 3500. The city came and scoped the line and found no damage at all that would have required TG to repair. I am seeking a refund of the remaining $900 that was quoted for the drain repair as no other work was done. I should not be charged $900 for them to needlessly open my floor and do a repair that wasn’t required.

  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out. I am confused about why this has become a complaint 4 months after this was resolved.

  We adjusted the invoice to $4410 as agreed upon, and then issued a refund to this client of $910 on 11/7/2024. I have attached a copy of the credited invoice which was sent to the client after the refund was processed. Perhaps they need to check their records.

  Customer Answer

  Date: 03/10/2025

  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.

  
  

  
  This was not resolved. I made several attempts to connect them and clearly under how the quoted me $2600 for the drain and then ended up charging me $3500 (after it was reduced from 4410). The started to drill a hole and found the city sewer line and called the city. The city advised them to close the hole. I should have only been charged for the initial estimate of $2600 because they couldn’t do the repairs in the city mainline. 
  
  Regards,
  
  **** ********
  

  

  Business Response

  Date: 03/12/2025

  Certainly. Please review and let me know additional questions. I have forwarded your additional concerns to the manager who worked on your job and he is looking into it to see if there was a miscommunication. I will share what I find out from him.

   

  Customer Answer

  Date: 03/19/2025

  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.

  
  

  
  

  I have not received a call or message from Thomas & Galbraith since I placed this complaint for how they handled the estimate and then work that was performed against the estimate.  
  
  
  
  Regards,
  
  **** ********
  

  

  Business Response

  Date: 03/25/2025

  I have researched this issue again and have spoken with the service manager and listened to the calls that were made during this time.
  
  I have confirmed that the agreement regarding the invoice was to reduce the invoice from $4410.00 to $3500 resulting in a refund of $910.00. I was unable to upload the recorded call from 11/7/2024 at 7:47 AM with Ryan, our service manager due to limitations of this site, but have sent it to the client via email. In this call they discuss the invoice, and the client agrees to the reduction of the invoice to $3500 and the refund that resulted from it. There was never any discussion of an additional $900 refund.
  
  The $910 refund was issued on 11/7/2024 to the credit card used to make the original payment and is shown on the invoice that has been previously submitted.
  
  I can understand that the client may have misunderstood, however her request is unreasonable and unfounded. There will be no further refund.

  We are respectfully requesting that this complaint be closed.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/11/24: We never received a quote with the information requested, and he scheduled installation for the following morning. We emailed him at 5:30 AM to tell him we needed to see the quote and model number before installation. He sent the model number but never the quote with our chosen options. We requested the following information in an email to Gary: Humidifier cost (they installed a ********* and not a ******* as shown on specs) Model number (model installed was different than the quoted model) Filter Box (********* installed not *******) Damper Control Function Zoning UV light cost Polarized Air Cleaner cost Odor control fixture cost Warranty information The furnace specs Gary showed us when he came to our home and emailed the model number was different from what was installed. 12/12/24: Two techs installed the unit and broke the circuit board on our brand-new unit. I asked if they were *******-certified techs, and they were not. We chose ******* because the site states that all installer techs are *******-certified. 12/15/2024: We woke to a cold house. The furnace was not working. 12/16/2024: They could not fix the thermostat, so they said they would return. 12/19/2024: We woke to a cold house again. The thermostat stopped working again. 1/2/2025: We woke to a freezing home again, and the furnace was not working. A senior tech did not know what was wrong with it. We want the business to install a completely new furnace or come and pick up their unit, which has been continuously having problems. We purchased a brand-new unit for $12,594.00, and (when it works) it runs like a used old junker that continuously quits working. This unit is faulty, or their techs do not know how to install it.

  

  Business Response

  Date: 01/15/2025

  Our service team returned to the ****** residence on 1/10/25.  These were the findings: Came to home for concerns of the furnace not working properly. Client had new furnace installed yesterday. There were several codes of limit faults, code 33 and 13 lockout. Tested low LP pressure, 2.11” and high 10.42”. Temp rise was 44.8 degrees. Adjusted fan speeds from comfort to efficiency to bump up speeds to compensate for a bypass humidifier cycling heat back into the return. Thermostat is in control of modulation. There are no modulating limits set on the furnace. Furnace cycled properly and ran for over an hour. Unit is working properly upon departure.
  Made adjustments to thermostat, verified gas pressures and set fan speeds.

  We believe this situation to be resolved and unit fully operational.  

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During sales pitch and inside my signed sales contract, they promised a $1000 rebate. It has been almost 4 months since the deal closed (7/25/2024) and I have yet to receive it. After sale, they told me to wait 4-6 weeks. After 6 weeks, I reached out, they claimed there was an error to give it another 4-6 weeks. After waiting, I reach out and am told there was another error and to give it an additional 15 days. At this point, close to 4 months of payments have passed where my principal should have been lowered by 1000$ per their promise in the sales contract. Not only did they fail to fulfill their promises, their delay is costing me additional money in interest from what it could have been used to pay off. Additionally, this caused both aggravation and the loss of my time with repeated attempts to reconcile this issue. At this point, I am unconvinced the rebate alone is even fair compensation for this breach of trust and sales contract, loss of my time, and 4 months of lost interest.

  

  Business Response

  Date: 11/11/2024

  Thank you for reaching out and giving us the opportunity to address your concerns. I apologize for the frustration and delay you’ve experienced with the rebate process. We completely understand how important this matter is to you.

  The rebate process is managed by a third-party provider, which limits our control over its timing. While we regretfully acknowledge that there was an initial delay on our part in submitting the rebate request, the subsequent processing time is now entirely managed by this outside source. We have provided a tracking number so that you can monitor the progress, and I assure you that the rebate is on its way and the process is working.

  Additionally, we have attempted to reach you by phone and have left messages to keep you updated on the status of the rebate.

  Regarding your concern about the loan principal and interest, we’d like to clarify that the financing you secured is a “3 years same as cash” loan, meaning it is interest-free for the term. The timing of the rebate does not impact the principal or accrue any interest. The rebate funds, once received, can be applied directly to reduce the loan principal without affecting your loan terms.

  We apologize again for any inconvenience and appreciate your patience as we work to ensure the rebate is processed as soon as possible. Thank you for your understanding, and please feel free to reach out if you have further questions or need assistance with the rebate tracking.

  

  Business Response

  Date: 11/22/2024

  Thank you for your continued feedback and for taking the time to share your concerns. I sincerely apologize for the frustration this experience has caused and for the delay in fulfilling the rebate you were promised. I understand how this has impacted your trust in us, and I want to assure you that we take your concerns seriously.
  

  You are absolutely correct that this rebate was part of the agreement you made with us at the time of sale, and it is our responsibility to ensure it is fulfilled. While the rebate process is managed through a third party, I acknowledge that the delay reflects on us, and I deeply regret the inconvenience it has caused you. I want to emphasize that we have been actively working to resolve this issue by expediting the process, and the tracking number was provided to give you visibility into its progress. That said, I understand your frustration and agree that this matter will not be resolved to your satisfaction until you physically receive the rebate card.
  

  To demonstrate our commitment to making this right, we have added two additional years of maintenance to your account at no charge. We hope this gesture shows that we value your loyalty and are dedicated to addressing your concerns meaningfully.
  

  We truly appreciate the significant investment you’ve made with our company and your continued trust in us for your system’s maintenance. Your feedback is a critical reminder of the importance of clear communication and prompt follow-through, and we are taking steps to ensure that future situations like this are handled more effectively.
  

  If there is anything further I can do to assist or if you have any additional concerns, please don’t hesitate to reach out directly.

  Customer Answer

  Date: 12/02/2024

  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. 
  

  Thank you for understanding, acknowledging fault, and offering compensation for the inconvenience. This is a good show of faith for future interactions. I have received the card, and am satisfied with your response. I appreciate your efforts, and it is a positive step.

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

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Promised a refund that never happened.

  

  Business Response

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 03/29/2024

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

  Customer Answer

  Date: 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,
  
  **** ******