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

  

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:07/06/2023

  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.

  in the Fall of 2017 i had a brand new AC/Heating unit installed in my house, it was installed in the fall, and the new heat system works amazing, but the AC has not worked correctly since installed, i have had to call them to come out each year due to the AC freezing up and not working. the first few times they came out, it was suggested that i change my filters more often due to the amount of dust in my area i agreed to this, and accepted that the issues could be my fault. but yet, they have continued, every year, last year, i allowed them to install a new filter system,hoping this would fix the issue.it did not, i called them back, and instead of sending a tech, they sent a salesperson. when he arrived, he realized he was the original salesman that sold me the unit. after discussing all the issues over the past 5 years, he requested to see the unit that was installed. i let him. he apologized to me, and advised that this was his fault, the unit he sold me was incorrect in size for my house. he stated he would fix it, and it would be under my 15 year warranty. he then left and advised someone would be in touch. they sent someone else out to do an airflow test. then nothing...i waited a couple weeks, and nothing,so i called, and requested that someone call me back. no one called. i called again, and requested that a member of management call me back. no one called...by this time it was autumn of 2022 and i gave them the benefit of the doubt that someone would be in touch soon.no one has ever called. so i called them 2 weeks ago, i requested a call back from a member of management. i rec'd a call 3 days later.,i spoke with him and he said he would look into it and let me know asap. i have heard nothing. i texted him for a response, and got nothing. i called and left a message with the answering service, req a call back, and nothing. i would like my air conditioner replaced with the correct unit under my warranty ASAP. Over $10k later and i still have no usable AC.

  

  Business Response

  Date: 08/10/2023

  Thank you for bringing this matter to our attention.  We understand how frustrating it can be when equipment is not working as expected. Our Sales Director left a message for this client on 8.9.23 and is awaiting for a return phone call to work through the items with the client.  

  Customer Answer

  Date: 08/18/2023

  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

  Date:04/24/2023

  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.

  I engaged the company to repair my water heater. It was non operational with a flammable vapor sensor code being displayed. On April 10th Daniel E**** came to my home to service the unit. After a bit he said he found a small leak he though was the problem. He cleaned the sensor and removed a 3 inch section of pipe and reinstalled the same length of pipe. He told me on the way out that it might work and that if not didn't, I should order the sensor and replace it myself. That service was $670.
  The next day, the heater was out again, displaying the same error code. There was the concerning additional issue of a strong odor of natural gas by the unit which was not a previous issue.
  The on call refused to provide follow up warranted service and also refused to place me in contact with a supervisor.
  April 12, Dustin S**** came out and walked me though him finding a fairly substantial leak above the previously "repaired" union and repaired it as warranted service. He was great.
  Later in the evening the water heater was again non operational and displaying the same code. I ordered the sensor and replaced it on my own and haven't had any additional issues with the unit.
  I believe that the initial tech unwittingly caused a Leak when reattaching the section of pipe, but neither tech repaired the issue. As I fixed the problem myself, I believe that I should receive a refund of everything except the service charge. I'm attaching a copy of my receipt for the sensor as proof I received and installed the sensor.

  

  Business Response

  Date: 04/28/2023

  We are very sorry to hear this and are refunding the repair charge of $575 back to your credit card. 

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  
  
  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

  Date:03/02/2023

  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 purchased a whole home humidifier from Thomas and Galbraith back in November of this year. Since it's been installed I have had nothing but issues with this thing. It leaks its already ruined carpet in my basement and is ruining drywall as well. I have had the company out here several times. The first time they came out I was told it was a clogged filter so they changed it and said it would be fine just to watch the filter since the system is new it would be nasty quick till it cleans out some of the air okay i rolled with it. Then it happens again so i call them again only to be told it was fixed again I called out here several times, Not to mention their service techs well 2 that have come out to my house are super rude and heartless. I had a service guy come out a few days ago ******, He told us this is a warranty issue for sure and the tube was clogged for whatever reason he assured me it was fixed okay great this guy was super friendly and talked through things but said by no means is this anything to do with what we are doing and said nothing about my water being an issue. So last night it leaks yet AGAIN ruining carpet and walls more made a service call and this service guy **** super super rude and very unprofessional I was told this issue is because my cities water and their being something in it...Okay so tell me sir how is it that a few people I know in my city has a whole home humidifier system and have no issues with theirs and mind you have the same water as I do he says he doesnt know and to call a plumber?!? And also tells me to call another Hvac company mind blown. I am paying $3,000 for a system I am told to leave unplugged till I get a plumber out here?! Or fork out more money and call another company rather then them fixing this issue or refunding me and taking their faulty system that is useless to me. If water can cause and issue maybe they should tell people this and have them get their water checked!!! I called with no call back!

  

  Business Response

  Date: 03/03/2023

  According to our records, our technician arrived and found "Very hard water and there is a red substance consistency clogging the humidifier drain coming from the water being supplied to the humidifier we can not control the quality of water coming to the humidifier. I recommended a plumber to come out and look at the system to find out what’s the best approach. Customer also told me that he is out of salt for his water softener. Pictures were taken of the substance I left the humidifier unplugged to prevent the unit from clogging again the water issue needs to be resolved before operation of the humidifier continues. Water damage due to a clogged drain caused by hard water that has a foreign substance can cause water damage. We can not control water quality clogging a drain and also water damages."

  The picture taken by the technician is attached. 

   

  Customer Answer

  Date: 03/03/2023

  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,
  
  
  
  ***** *******

   

  They want to use the salt as and excuse the water softener had JUST ran out of salt so it has nothing to do with this. And again they like to blame the city water however again several people in Loveland have humidifiers and don’t have this issue, Thomas and Galbraith just doesn’t want to own up to a faulty system and wants me to pay another company to come out and fix their mistake. Such rude and unprofessional service people there. Thomas and Galbraith can care less how their customers are treated and selling and installing bad equipment they’re just in this for the money. I feel at this point they need to refund me or replace the system. And stop blaming the water on this. I’ve read reviews and people have had basements flood with this system. 

• Initial Complaint

  Date:02/13/2023

  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.

  1. Services (or lack thereof) resulted in our relatively new furnace stopping just two weeks after an annual maintenance check by T & G just before Christmas. After several hours without heat, we discovered the filter was not changed but the report indicated it was checked and was in good order (turns out it was not.) In addition, the final report was not reviewed with me nor fully completed as I was not asked to sign it (as customary). It was also surprising to learn that filters are not changed on regular annual maintenance checks.
  2. I contacted company several times (by phone, by mail with photos, customer care online message, president's office online message.) Unable to get resolution in over 6 weeks time.
  3. Final attempt, I asked for full refund in compliance with their 100% satisfaction guarantee.
  4. I received a call from a woman who indicated that the president saw our complaint and authorized the full refund of $247. She said a check would go out on Monday.
  5. It has been 10 days since that call, and still no check. I am at wits end with this company. As a longtime customer at my other house, I valued their services and work ethic so I hired them for my new house. Now, I am finished with this company and just want my refund as promised per their guarantee online and on our paperwork. It should not be this hard to get good customer-service in a timely manner. I am notifying you because they did not deliver as promised. I hope they will--and send the check via priority or express mail. Please refer to my attached documentation (letters dated 1.9 and 1.23 with photos.)

  

  Business Response

  Date: 02/14/2023

  The full amount paid, $247, was refund requested on 2/3/2023. The check will be sent to the home. According to our records, our "technician replaced dirty filter with client provided filter." I have attached the signed invoice stating this. We will replace filters with our filters for a cost or with the client provided as a courtesy but we do not take any responsibility for the way the filter is made if we do not provide it. 

  In conclusion, this matter has already been addressed and the refund was requested. 

  

  Business Response

  Date: 02/21/2023

  As I stated, the check has been requested. there are two things I would like to point out. 1. You purchased the HVAC membership in April of last year. You only had 3 days to cancel and ask for a refund. Almost a year later, yo have asked and we are honoring your request. We do not have to refund anything but we are, be patient. 2. We have been dong an accounting software update that has limited us in our check printing process. You refund check will go out Friday in the mal from our Indianapolis office. You will get your money.  

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  
  
  I have received my refund from T& G in reference to complaint ** ********* 

  and in compliance with their written guarantee. It is unfortunate it took nearly

  one month twand a complaint to BBB. 
  

  I consider this issue resolved and closed

  with no further action needed.
  
  
  Thank you BBB for being here.
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  We had a sewer backup on 11/1/22 called for cleanout, employee came out and 16 days later backup again. We called the office on 11/17/22 and they said they could not get back out until 11/19/22 and there would be an additional charge. We agreed to pay and they said they could not get out now, until 11/21/22. The serviceman looked as if he just woke up and complained that everybody else was at home with there family. They then wanted to reschedule for the next day, again. We called another contractor who cleared the line and said the previous service put a small hole in the clog, but did not clear the line.We have written Thomas & Galbraith twice for a refund with no response.

  

  Business Response

  Date: 01/11/2023

  According to our records, on 11/1/2022, we went to the home to clear the main line in the basement that runs to the street as it was running slow. We restore flow, collected $93, and had a camera tech scheduled to guarantee the one year warranty and see if there are any issue in the line. The call was canceled by the client. We were scheduled to return later in the month of November to restore flow to the line again and have the camera run at the same time. These two calls were cancelled by the homeowner. On the original call, we restored flow to the line for the $93 the paid. There will not be a refund given. 

  Customer Answer

  Date: 01/17/2023

  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,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:12/23/2022

  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.

  We purchased an extended warranty on our AC and furnace. We called months ago to schedule the service required to maintain our warranty. We had to wait months for our appointment. Then, when the very nice repair man showed for our appointment he did not have the equipment necessary to complete the job. He instructed us that he would call the next day to reschedule to complete the nozzle and other work required for the warranty. 2 weeks went by without any contact so I made contact with T&G. The girl who answered told me that either she or the repair person, ***** would call me back that day or the next. I waited patiently for another week and heard nothing. I called again. I spoke with a man who told me all he could do was email ***** and I said that’s what they did last time and that didn’t work. Please call him and tell him to call me today and schedule the job. He said he couldn’t do that. I asked for a supervisor. The supervisor refused to talk to me. I told them if I couldn’t talk to a supervisor or have ***** call me today, I was reporting the situation to BBB. They said, “Go ahead.” I was very kind and very patient but Iwas the customer who had been waiting for months for an appointment and then 3 weeks for a call- just to reschedule to complete the job. They also took $200+ from me that day for an extended service work contract. Does this company take money and run? I will have to warn all my friends and neighbors. Once they get the money they ghost you and refuse to talk to you. I’m so disappointed. We would have been long time customers. Previously, I just wanted a call. Now, I want the job complete and an apology. I will need to find someone else honor warranty to service and maintain my brand new AC and Furnace because I bought extended warranty from this company. I just wanted to be treated fairly. I have never been so disappointed by a company.

  

  Business Response

  Date: 01/09/2023

  My apologies for the delay in response. I see we have returned to address the issue.

• Initial Complaint

  Date:12/06/2022

  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 requested an estimate on pipes inside my home, **** came out and damaged my property, ripping off my outside water spigot, water was running down the side of my house, when I asked him why he did that, he became irate. He shouted at me that I can just turn my water off to my home. He suggested that I Pay for a switch to turn water on and off whenever my family had to use the bathroom,get a drink, or shower. He stated that he could just leave like that with water running everywhere. I would have to pay over $8,000 to have it repaired. He began behaving so aggressive my neighbors came out to make sure I wasn't being physically attacked. I spoke with supervisor who promised they would fix my spigot. O believe their business practices are absolutely criminal. He was yelling that I would have to give him $8,000 , he snatched my screen door open , did something to stop water from running and slammed my door. He threw the paperwork at me when leaving. I stayed outside with my neighbor because I was then afraid of his aggressive and hostile behavior. I'm an elderly woman who feels taken advantage of, bullied, an strong armed and my property value decreased because it came as a feature to the home. I had just bought my 2nd waterhose and sprinkler when **** ripped it off my home. I need help being made whole again.

  

  Business Response

  Date: 12/07/2022

  According to our records, on October 18, 2021, we were called by this client for plumbing service. The client stated: "She is in need of a new pvc pipe. The button to turn the water on , it is not coming out of shower and she said that what water does come out it is dirty and not clean. Her main waiter line is not of any good use, she knows it is because it is quite old. She needs an estimate for replacement." Upon arrival our plumber diagnosed and found the following:

  Customer called in because she was having brown water co, indicating out of her faucets and the bathtub faucet won't stop running.  Upon arrival, the customer greeted me at my van and showed me into the basement.  The water lines coming from the water meter are 1/2" copper that go into a new in-line sediment filter.  After the filter, it connects onto old 1/2" galvanized piping that runs to the bathroom, kitchen, Water heater, laundry and Hose faucet.  The bathroom and kitchen lines run through the Crawlspace attached to the basement. I was unable to get into the Crawlspace due to an obstructed path but I was able to trace the lines back to it.  The Laundry has no hot water running to it, just two cold water hydrants.  The water heater is only a year old and is a 50 gallon gas unit.  It is connected to the galvanize lines via braided hoses.  The water is coming out brown because of the rust that is in the galvanized piping.  The entire system will need to be replaced with PEX water piping.  Every fixture will need new angle stop valves.  The bathtub faucet needs to be replaced as well as the vanity and the kitchen sink.  If the vanity and kitchen sink aren't replaced, then we will just stub up new lines with valves and connect onto the old supply hoses.  I tried to get a pressure reading from the hose faucet but the hose faucet snapped off when I tried to remove the hose.  Because of how the lines are ran inside, I was unable to replace the hose bib.  I made a small copper repair and shut the hose faucet supply off at the old gate valve to get the water back on to the house for the time being.  When we replace the whole water system, we will take a proper pressure reading at that time off the new piping. If the pressure exceeds 80 psi, a Pressure Management System will need to be installed. The repair made today was at no charge and is not leaking. There was also no charge for the visit out today.

   

  In conclusion, the spigot was a pre-existing condition of the deterioration of the water lines in this home. We were able to cap the line and gave 5 options to choose for replacement and repair. None of these options were chosen, all work was declined. We are unable to work on anything in this home until the water line replacement estimate is accepted. 

  

  Business Response

  Date: 12/07/2022

  According to our records, on October 18, 2021, we were called by this client for plumbing service. The client stated: "She is in need of a new pvc pipe. The button to turn the water on , it is not coming out of shower and she said that what water does come out it is dirty and not clean. Her main waiter line is not of any good use, she knows it is because it is quite old. She needs an estimate for replacement." Upon arrival our plumber diagnosed and found the following:

  Customer called in because she was having brown water co, indicating out of her faucets and the bathtub faucet won't stop running.  Upon arrival, the customer greeted me at my van and showed me into the basement.  The water lines coming from the water meter are 1/2" copper that go into a new in-line sediment filter.  After the filter, it connects onto old 1/2" galvanized piping that runs to the bathroom, kitchen, Water heater, laundry and Hose faucet.  The bathroom and kitchen lines run through the Crawlspace attached to the basement. I was unable to get into the Crawlspace due to an obstructed path but I was able to trace the lines back to it.  The Laundry has no hot water running to it, just two cold water hydrants.  The water heater is only a year old and is a 50 gallon gas unit.  It is connected to the galvanize lines via braided hoses.  The water is coming out brown because of the rust that is in the galvanized piping.  The entire system will need to be replaced with PEX water piping.  Every fixture will need new angle stop valves.  The bathtub faucet needs to be replaced as well as the vanity and the kitchen sink.  If the vanity and kitchen sink aren't replaced, then we will just stub up new lines with valves and connect onto the old supply hoses.  I tried to get a pressure reading from the hose faucet but the hose faucet snapped off when I tried to remove the hose.  Because of how the lines are ran inside, I was unable to replace the hose bib.  I made a small copper repair and shut the hose faucet supply off at the old gate valve to get the water back on to the house for the time being.  When we replace the whole water system, we will take a proper pressure reading at that time off the new piping. If the pressure exceeds 80 psi, a Pressure Management System will need to be installed. The repair made today was at no charge and is not leaking. There was also no charge for the visit out today.

   

  In conclusion, the spigot was a pre-existing condition of the deterioration of the water lines in this home. We were able to cap the line and gave 5 options to choose for replacement and repair. None of these options were chosen, all work was declined. We are unable to work on anything in this home until the water line replacement estimate is accepted. 

  Customer Answer

  Date: 12/07/2022

  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 Answer

  Date: 12/07/2022

  My water has Never came out of any faucet in my home Brown, lie 1. My shower is maybe 2 years old doesn't leak, lie 2. My waterheater is maybe 2 years old and I have receipts from all brand new repairs. Even new gas line in my home. I was using my spigot at the time Adam tore it off my home. I have receipts for my new waterhose that still had price tag attached.  Adam was hostile, aggressive,  and was determined i was going to give him my money. He got into my crawlspace, he tore down my paneling, and removed my ceiling tiles, didn't put none of it back because he broke the attachment that had it in place, he didn't even care about that that's when I said okay this is over let's go out. I told him more than once to be professional because you don't have the job yet but his rude and hostile behavior continued.  As a older lady I started praying that he didn't get anymore persistent while I'm in my basement alone with this younger, bigger person trying to get money money. He was done , estimate Over when I finally got him out my house. He said he would bring back paperwork from van and I I pull up and water Gushing out the side of my house EVEN after the visit,  estimate everything was over!

  Customer Answer

  Date: 12/07/2022

  My water has Never came out of any faucet in my home Brown, lie 1. My shower is maybe 2 years old doesn't leak, lie 2. My waterheater is maybe 2 years old and I have receipts from all brand new repairs. Even new gas line in my home. I was using my spigot at the time Adam tore it off my home. I have receipts for my new waterhose that still had price tag attached.  Adam was hostile, aggressive,  and was determined i was going to give him my money. He got into my crawlspace, he tore down my paneling, and removed my ceiling tiles, didn't put none of it back because he broke the attachment that had it in place, he didn't even care about that that's when I said okay this is over let's go out. I told him more than once to be professional because you don't have the job yet but his rude and hostile behavior continued.  As a older lady I started praying that he didn't get anymore persistent while I'm in my basement alone with this younger, bigger person trying to get money money. He was done , estimate Over when I finally got him out my house. He said he would bring back paperwork from van and I I pull up and water Gushing out the side of my house EVEN after the visit,  estimate everything was over!

  

  Business Response

  Date: 12/07/2022

  This is was one year ago. We have had 2 managers call and explain, we have given estimates. Until an estimate is accepted there is nothing we can do. Water was turned onto the home wen we left in Oct. 2021.

  

  Business Response

  Date: 12/07/2022

  This is was one year ago. We have had 2 managers call and explain, we have given estimates. Until an estimate is accepted there is nothing we can do. Water was turned onto the home wen we left in Oct. 2021.

• Initial Complaint

  Date:10/31/2022

  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.

  3/1/2021 Thomas and Galbraith installed a new furnace and heat pump into my home. I have had some moisture porblems in basement and blamed on foundation - had work done but still water in basement. A person doing other work in my basement noticed the problm with the fiurnace condensation pipe. Apparentlty there was an installation problem and all condensation was running onto the bsement floor causing damage to structure and basement contents plus black mold on basement walls and contents. Two Thomas and Galbraith technicians verified the problem. August 2022 Thomas and Galbraith hired ******* ************* remediation co to inspect. ******* sent report to Thomas and Galbraith where it is now sitting. I verified that ******* sent report to T&G and I have called T&G several times but I cannot get past the receptionist and no one returns my calls.

  

  Business Response

  Date: 11/02/2022

  This has been turned out to our insurance company, *********. They have tried to reach this client multiple times. Please contact *********. 

  Customer Answer

  Date: 11/02/2022

  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,
  
  
  
  ********* ********

  i have never been told by Thomas and Galbraith that this was turned over to insurance company and I am unaware of any attempts to contact me. 

  

  Business Response

  Date: 11/08/2022

  Claim number 2320887, Adjuster is J*** *******. ********* Insurance

  Customer Answer

  Date: 11/09/2022

  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,
  
  
  
  ********* ********

   

  BBB,

  
  I would like to accept any response from Thomas and Galbraith about this problem but to this day there has been no written response or telephone or email response to me letting me know what to expect, when to expect or from whom. Thomas and Galbraith responded to BBB that they had contacted insurance co to do work but has never sent me any information that they were working on this problem. T & G told BBB that the insurance co had contacted me - I have had absolutely no contact from any insurance co.

  
  Today I CALLED T&G AGAIN for any last minute information before writing this and was told by person answering telephone (not management), for the first time, that they had contacted insurance co and I was given a telephone number to call. Would I have gotten this information if I had not called them again!?   doubtful! 

  
  I will call insurance co but I still want to hear from T & G about my situation. 
  
  ***** ********
  
  
  

• Initial Complaint

  Date:10/14/2022

  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.

  On 10/05/2022 had a water heater installed. It was a 80 gallon electric water heater. Replacing the original one.
  When they left said give it 2 hours to heat up.. by 4 I still had no hot water. Called back and answering service said someone would get back with me. Employee my the first name of *** came at 7 and said it was wired wrong and tried to fix it but it was leaking water and said it was defective and they would need to replace it. Had no hot water over the weekend. They called and came and replaced the water heater with another one. After and hour no hot water. It keep blowing fuse. Calling this place and getting someone to call you back is a joke. Finally they said it was not the water heater but my electric panel breaker was bad. They do not do electric work. Called ****** Home electric to look at my problem. He discovered that the breaker and wiring was in good shape! They installed a water heater that was bigger than what my service could handle! He said if breaker didn’t work my house could have caught. fire. So on top of the 4000.00 some dollars I paid for the water heater it cost me another 863.00 dollars to upsize the whole service. Since then I have left several messages and they do no return my call. I think they should have known what they where doing and also return my calls. I have the info from ****** if you need copies. I would like some compensation. I am a senior and live by myself and I think they took advantage of me.
  Thank you
  **** *******

  

  Business Response

  Date: 10/18/2022

  Thomas & Galbraith is a company based on trust and customer service. According to our records, on October 5th we installed an 80 gallon water heater. Last that afternoon, the client called to state she still did not have hot water. That evening a plumber went to the home and found: Water heater was installed today 80 gallon electric hooked up incorrectly and found water leak internally at relief valve and in jacket down below. Water pressure 75 psi. Water heater leaking at bottom. A new water heater was ordered and the plumber return on 10/7 to replace the defective water heater. The plumbers summary states: 

  Installed new ******** white 80 gal electric water heater under warranty.
  Set in pan on bricks routed to floor drain.
  New full flow unions at top of heater.
  New full port flush valve at bottom of heater for draining.
  Made connections to water and electric.
  Turned on water and tested for leaks.
  Turned on heater.

  I would like to see the electrical findings regarding the installation as we swapped like for like on the water heater. We removed an 80 gallon and installed an 80 gallon. Thank you!

  Customer Answer

  Date: 10/18/2022

  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,
  
  
  
  **** ******* called and left message to speak to supervisor on or around the 10th.  To this day no one has returned my call.  I have paperwork from electrician stating the water heater was over rated for my electric service.  My other water heater worked for 10 years. .

   

  

  Business Response

  Date: 10/24/2022

  According to our records, on 10/22/2022 we dispatched a plumber to this home. This is the summary of his visit: 

  Upon arrival, found both thermostats and 40amp breaker tripped. 220v at top of water heater. Electrician tested all components from panel to tank with no issues. **** also advised that water was scalding a few days ago.
  Drained system, swapped both top & bottom heating elements and thermostats. Set to 120° upon completion.
  Tested operations- no issues at this time. 

  We did this under warranty and left with no issues with the water heater. 

  Customer Answer

  Date: 11/08/2022

  Consumer has provided the attached documentation and asks that you review and respond to the information provided, specifically the information circled and underlined. 

  

  Business Response

  Date: 11/08/2022

  Thank you for the invoice. We swapped like for like so we are a bit confused. I have spoken with many plumbing managers that stated it pulls no more than 18 amps. How about we spilt the cost of the electric upgrade?

  Customer Answer

  Date: 11/09/2022

  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 Answer

  Date: 11/14/2022

  I misunderstood what I was reading. I would be willing to split 1/2 the electric bill. 
  Sorry for the confusion
  ******

• Initial Complaint

  Date:09/19/2022

  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.

  July 2022, This company was asked to give me an estimate to repair a leaking "insulation washer" on my water line at the curb stop. The work crew, after digging a trench from the curb stop to my water meter and under the sidewalk did not replace the insulation washer as promised. They did not run a straight piece of pipe from the curb stop to my water meter, as they had promised. When the trench was filled in without the insulation washer and without putting dirt under the sidewalk to support the sidewalk. The estimator gave me a TEN YEAR WARRANTY. After my complaints about the job and the fact that no one had sent me a SIGNED contract, a manager came out to survey the job. He promised that he would have the work that was promised completed by digging the trench again and installing the insulation washer, a straight pipe from the curb stop to the meter and he promised to break up the 2 sidewalk concrete blocks so that his crew could fill in the hole they had dug under the sidewalk. HIS PROMISE WAS TO DO THIS AT NO COST. After the work had been done the second time concrete was poured in an effort to replace the sidewalk blocks. MY COMPLAINT IS THAT THE CONCRETE IS PITTING. The manager refuses to correct this problem. He says that because I refused to sign his ***** that it voided my warranty. I told him that I would sign if he would sign because no one from Thomas & Galbraith had signed any documents. HE REFUSED TO SIGN

  

  Business Response

  Date: 09/22/2022

  According to our records, on July 6, 2022 We quoted the following: "Client has a water leak between the curb stop and the meter. Because of this we will dig up a section of the yard between there and repair the leak. Because the client did not get leak detection done if the leak is not where the city stated it was at Thomas and Galbraith will not be responsible and additional pricing may be required. If electric or any other utilities is ran through where the trench would be pricing may be subject to change if a vac truck is needed . Thomas and Galbraith is not responsible for any landscaping, sprinkler systems, electronic dog fence, or any other type of private line. After repair is complete there will be a mound in your yard that will need to naturally settle for 3-6 months, at that time homeowner is responsible for grading and seeding the yard" The client agreed to this and signed the sold estimate. On July 14th, we excavated the afflicted area to approximately 4ft deep to expose the water line. Diagnosed the problem to be a faulty plastic gasket.  Removed the faulty gasket and pipe to water shut off at side walk. Replaced pipe all the way to the meter riser using two CTS flared couplings. Will return to have the line inspected and then backfilled. On 7/15, the water meter had dropped and pex connecting was crimped. Fixed the water meter(new gaskets and raised it up, all passed inspection. Backfilled with sand and native soil.

  On 7/22/2022, we received a review message from the client stating " The estimate and the details of work completed
  was not received until after the job was completed. The written estimate and
  details of work is not accurate and neither document has a signature from
  Thomas and Galbraith employee. The guy that gave me the estimate was less than
  truthful about the work that was to be done. The three workers were very
  deceptive about their titles and abilities. The last two people had no ability
  when it came to filling the hole under the sidewalk. The person driving the
  truck filled with gravel appeared to have a very bad attitude. Someone should
  have enough pride in their work to sign their name to these documents.. For
  these reasons and more I give your company a "F" rating."

  The manager immediately called to set up a time to meet with the client. The conclusion from the manager "Client is unhappy with the entire experience he had from start to finish on the project. We are going to dig it back up, properly replace the water line from the curb stop to the meter pit, remove undermined sidewalk block and replace it, backfill properly with the meter pit cover and curb stop cover level with the sidewalk."

  On 8/3 and 8/4 we returned and re-excavated the area where we did the water service repair.  We removed the 3/4" copper we had initially installed and took out the CTS couplings.  We then replaced 6 feet of 3/4" K copper from the curb stop to the meter, one solid piece.  We hooked on to the curb stop with an insulated 3/4" Ford coupling and attached to the meter with a brass meter yoke.  We backfilled after it was inspected by CWW and caution taped the area.  Will return 8/9/22 to replace sidewalk that was removed during excavation.

  On 8/9 we Put squaring boards down on both sides of area to be concreted, concreted the side walk back, brushed finished the concrete and squared it with an edging trowel, caution taped off.  Cleaned area that was worked in.  No additional charge for sidewalk restoration.
  
  Customer refused to sign work authorization and acknowledgement documents, stating that he wanted a document with the techs and manager signatures.  Management told him that we will not do that and he still refused. Because of this, we will no longer perform warranty work at this property. 

  In conclusion, we did everything a second time to appease the client after he verbally berated our team members. The client refused to sign the warranty work. We will not perform any other warranty work. 

  Customer Answer

  Date: 09/22/2022

  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,
  
  
  
  ****** ******
  

  

  Business Response

  Date: 09/23/2022

  I have attached the original scope of work signed by the client. The sidewalk was never in the original scope of work but we returned and completed it anyway. This would have been at an additional cost. No further warranty will be given to the client. 

  Customer Answer

  Date: 09/26/2022

  There was just one(1) project involved. The company has never completed the job without creating problems along the way, When they dug the first time they did not replace the INSULATION WASHER, THEY DID NOT MEASURE THE COPPER TUBING TO BE INSTALLED THUS THEY HAD TO LOWER THE WATER METER, THEY REMOVED ALL THE DIRT FROM UNDER THE TWO (2) SIDEWALK BLOCKS AND THEY DID NOT INSTALL A SINGLE PIECE OF COPPER TUBING FROM THE CURB STOP TO THE WATER METER. After making an attempt to correct these problems they filled the hole in and told me that the pile of dirt would settle in a few months. I could not visualize the dirt settling under the sidewalk, so I gave them an "F" rating. When the Mgr came to see me he agreed with me that the work was not complete. The mgr suggested redigging the hole, installing the insulation washer, running a one piece of copper tubing to my meter and raising the meter (as ordered by the water works inspector}, breaking up the concrete so that they could fill the hole under the sidewalk and replacing the two {2} sidewalk concrete blocks. My main complaint now is that the concrete blocks are pitting and is subject to crumbling. I have never gotten a written and signed contract from any worker or from the mgr.. I refused to sign another ***** until I could read the document and get a signature from someone in the company
  
  --
  ****** ******
  

  

  Business Response

  Date: 10/12/2022

  The singed invoice was attached to the previous response. I have attached it again. We will honor the 10 year warranty on the line we replaced, we will not address the sidewalk as it was not in the original scope of work.

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:The purpose for getting this company was to replace the "INSULATION WASHER" I have never seen the documents submitted by the company in question. These documents do not mention the Insulated washer in their description of the work performed. And there is no mention of the 10 year warranty. The water meter had fell because the workers had removed the meter trying to adjust it to fit the short length of copper tubing that was used. I have the order from the Water Works to repair the leak. I have the 10 year warranty that was given to me.
  
  
  
  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,
  
  
  
  ****** ******