Complaints

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:03/12/2024

  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.

  Several times per week I receive a voicemail from "***** with Thomas Home Services". I have blocked the number but still get the voicemail which I do not want. Please take me off your call list.

  

  Business Response

  Date: 09/03/2024

  This customer was added to our DNC list today. So sorry we did not respond sooner just somehow went unnoticed for all this time. We apologize for any inconvenience and we will not make any future calls to this number unless instructed to do so by the customer. 

   

  Thanks,

  Will Thomas

• Initial Complaint

  Date:11/29/2023

  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.

  On Monday 11/27 they sent someone out and did a diagnostics and said the cause if the problem was lint build up. They charged me $120 for that diagnostics when originally they told me it would be $65 then it went up to $120 and told us to run it a few times and the lint would clear out instead of charging us a service fee. The next day the dryer still wasnt working so the lint wasnt the cause of the problem. I called back and they sent the same guy out on Wednesday 11/28 and did a free diagnostics for not fixing the problem before. He then told us its not the lint and instead its the thermostat. They then tried to charge us $260 to fix a part thats $50 and wouldnt would with us on the price for all the trouble. After we declined the service and they left and we ran our washer and our whole garage got flooded because a tube that was connected before they came was found disconnected and cause water to spill everywhere.

  

  Business Response

  Date: 06/11/2024

  We are so sorry to hear about the flooding in the garage. However our records show that the only appliance we looked at was the dryer which would be unrelated to your washing machine issues. Perhaps someone else worked on your appliances and removed a hose after we left... I assume you had someone else look at and make repairs to the dryer since you declined our proposal. So sorry you are having such a frustrating experience with your appliances. Please let me know if we can be of any assistance.

• Initial Complaint

  Date:11/10/2023

  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.

  Had an issues with washing machine leaving some water in the washing machine after the wash was done. After their so called "fixing it" their was water all over the laundry room. Tried to contact them to come back and actually fix it; no response and will not return call.

• Initial Complaint

  Date:08/02/2023

  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.

  Even if you want to claim that your technician did not damage the coils they bullied me into paying for a cleaning when they should have realized that the coils needed to be replaced. There was no reason to have them cleaned. Furthermore if you want to claim that there was poor workmanship by previous company than that should have been stated at the time that you replaced the thermostat not that I had to have coils cleaned or my warranty would be voided.ullied me into a service I didn't need and then broke something that now is costing me more money to fix. This is not even mentioning the terrible customer service I received trying to even get them to come during their scheduled appointment time.

  

  Business Response

  Date: 08/03/2023

  Thank you for providing this feedback. I have researched your work order and looked a the job notes and photos and it seems as though the previous company just did not do a thorough coil cleaning. I have before and after pictures here showing the condition of the coil. Now just to be clear there are two coils in your system, an indoor coil and an outdoor coil. The indoor coil is the one that our tech cleaned; the outdoor coil / condensing unit on the roof, the part that was replaced by the other company, is where the current issues are.

  Unfortunately the issues you are experiencing now are not related to the work that we did inside but rather the work that was done by the other company on the roof. We have several photos of their poor workmanship as well as code violations and other issues. Our hands are tied here. We cannot take ownership of work that was done improperly by another company. 

  Ultimately your contract is with First American Home Warranty not Thomas Home Services. Please reach out to First American and work through the issue with their team. 

   

• Initial Complaint

  Date:07/28/2023

  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 new AC unit from Thomas ************* Warranty Term is 10 years compressor, 10 years parts, 10 years labor as shown in invoice signed by both parties. However they are telling me they will not honor that term because they think that was a typo and they can not verify with the person sign it. I would like to send this message out about how mess up this 40 years business is and to other consumer to be extremely be carefully when purchase from this company. I was very carefully and asked them to put in writing. now they just said they think it was typo and not honor. My unit is not function probably and i have to hire another company to fix it as of now

  

  Business Response

  Date: 08/03/2023

  I am so sorry for the frustration you are experiencing as a result of my technician ***** accidentally typing a 10 instead of a 1 for the labor warranty on your invoice. I am absolutely certain that the tech did not tell you that there was a ten year warranty as we have never ever offered a ten year warranty. In fact, the warranty is provided by the manufacture and they only provided a one year warranty on labor for that model.

  I know this is disappointing news and I am genuinely sorry for the confusion. I am happy to continue to provide service at our normal rates for any issues that you may experience with your unit going forward. In fact I will even add a $100 credit to your account to help offset some of the labor costs for your next repair.

  So sorry for the confusion.

• Initial Complaint

  Date:03/06/2023

  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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  

  

  Business Response

  Date: 08/03/2023

  Sounds like we dropped the ball here. I am so sorry. We will happily provide a full refund. Sorry for the confusion and frustration.

  Customer Answer

  Date: 09/08/2023

  To Whom It May Concern,
  
  I still have not received my refund from this company. They promised they would honor the refund in their response and took full responsibility on Aug 6, 2023. Please advise the next steps.
  
  Thank you,
  
  ***** Johnson 
  

  
  

  

  Business Response

  Date: 09/24/2024

  I am not sure how that fell through the cracks but in any case I will make sure the refund is issued by the end of the week and a check mailed to the customer.
  

• Initial Complaint

  Date:09/08/2022

  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 have been told that the operation manager would call before and never was contacted. This is what lead me to filling this complaint. I would prefer someone else complete the work.  and I wish I had never done business with them.

  

  Business Response

  Date: 09/16/2022

  First let me apologize for any inconvenience you have experienced and assure you that we are here to help. We would love to connect you with our operations manager to resolve these issues. I will have him reach out to you directly to find a satisfactory solution to your concerns.

  

  Business Response

  Date: 10/11/2022

  We are happy to help. Please call us at ************

• Initial Complaint

  Date:08/26/2022

  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.

  Thank you so much for your assistance in this matter. I would like to re-open my prior complaint with the BBB regarding Thomas Home Services. I am rejecting their response because they offered to reimburse me the $85 service charge paid to another company to fix my A/C but I never received the promised payment from them. 
  
  I would like to know what positive changes they have made in their customer service since my complaint. I must reiterate that between 8/18/22 - 8/20/22, I made nine telephone calls to Thomas Home Services. I left five voicemails (that weren't returned), had two conversations and was disconnected twice. I would like their verbiage of "100% Customer Satisfaction Guarantee" and "service and repair guarantee" removed from their website as it is deceptive and misleading. I paid $8600 for my new A/C unit with a promise of white glove service and found myself with a deceptive company that acts in bad faith.
  

  
  

  overing from open heart surgery. Thomas Home Services has acted in reckless bad faith by making representations on their website which bait customers by selling a **************** Product that they do not offer. I am seeking reimbursement of the $85 paid to the reputable HVAC company that fixed the problem. I would also like to be reimbursed the full cost of the 4 month old system that malfunctioned $8,600.

  

  Business Response

  Date: 09/07/2022

  There is no question that we have been struggling to keep up with the demand this season and we are working to resolve these issues. We express our sincerest apologies for the inconvenience and will happily reimburse you for the service fee paid to the other company. 

   

  As for the new system, I assume it is working at this time and meeting your needs. If this is not the case please let us know and we will make it right.

   

  Someone from our management team will be reaching out to you ASAP to check on you and make sure everything has been resolved.

  

  Business Response

  Date: 04/06/2023

  I would like to apologize for our failure to mail the $85 reimbursement check as promised. I will mail a check today. Please let us know if we can be of further assistance.

  Customer Answer

  Date: 04/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/24/2022

  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.

  First America Home Warranty provided us with this contractor to do an initial inspection of our second floor unit not cooling. The following issues occurred:1. tech advised me both the handler inside the attic and the outside unit needed to be replaced because the handler was corroded and the outside unit froze over as soon as the unit was turned on, which meant they couldnt diagnose the issue or get any readings.2. They took over a week to send over the report to the warranty, in 115 degree AZ weather and only sent it when I called the warranty and had them request it.3. I was advised by the tech that his supervisor would call my husband two days after the service request to set up a payment arrangement for the out of pocket expenses. Never happened 4. After the report was received, the warranty company told me to wait for a call to setup an appointment to get the handler fixed (this company refused to provide a 2nd opinion to avoid testing the outside unit - since they couldnt get an initial testing- and to see if a conversion was even necessary) they never called and I didnt approve the repair with the warranty for a week because I was expecting a call,I found out they didnt approve it after calling the warranty. We approved the repair of of the handler because by this time it was third week into July AZ and we just wanted to get it fixed. They didnt call me and I left them a voicemail, submitted callback requests through this companys website and I called the warranty company and was told that theyre sending a request to the company to contact me. I waited a 3 days. The company never contacted me. My husband called them, they took a full payment of $1500 for this conversion and made an appointment for 8/24/22. 5. Ive contacted them every 72 hours with either voicemails, contact requests or through the warranty and a call FROM THEM TO ME has not happened 6. I need this company to surrender the service to another company. And refund my money.

  

  Business Response

  Date: 09/07/2022

  I am so sorry for all of the confusion. Sometimes working with home warranty companies can be frustrating. Unfortunately we too are at their mercy when it comes to moving forward with the work. We have had several complaints about First American not approving service requests in a timely manner and in many cases they have tried to pin it on us. It appears as thought the most recent delay may have been related to First American's "difficulty" in sourcing the equipment needed to complete your service request. 

  A full refund was issued on 8/26. Please let us know if there is anything else we can do for you.