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:07/01/2025

  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.

  On 6/2/25 Thornton & Grooms sent ****** ******** to my home to repair a dripping shower nozzle. He did not inspect the shower before pricing the job. He immediately priced the job, pushing a service contract not only for plumbing issues but HVAC and electrical. I have very good contractors for HVAC and electrical work. The quotes I was given were only with/without the service contract; I was charged more for not agreeing to the service contract. The amount he quoted was $698. No distinction was made for repairing or replacing the faulty parts. Mr. ******** did not have parts - two stems - and left to purchase them from Universal Plumbing Supply. While he was gone I called the plumber that I use to clean my main drain. They quoted $307 plus parts. When Mr. ******** returned, I told him about the disparity. I also called T&G and asked to speak to a manager. They refused to connect me with a manager and gave me to a woman named ****, who provided no assistance. Mr. ******** made the repair; I asked how much the two stems cost. They were the only parts replaced or used (other than my personal Lime-A-Way to help remove one of the stems). He told me the two stems cost $100. Today, 7/2/25, I went to Universal Plumbing Supply, the same place Mr. ******** told me he bought the two stems, with a picture of the faucets. They said the price for the two stems was $18.75 each. That is a large discrepancy. Overall, T&G did not come to my home to repair a plumbing issue, but to push to sell a service contract that I openly said I did not want. They charged me more because I would not buy the service contract. Their representative was not truthful about the cost of the part replaced and failed to provide me a breakdown of my bill including the parts when I asked what the cost for parts was. On 6/2/25 T&G asked for my review, which I gave them, included my dissatisfaction, to which they have not responded, other than asking for my review of the plumber, which I am providing here.

  

  Business Response

  Date: 07/07/2025

  To Whom It May Concern,

  
       On June 2, 2025, *** reached out to our team and asked to speak with a manager. Her call was received by our ************************* During the conversation, *** shared her thoughts about our company and explained that, due to previous experiences, she had chosen to work with another provider for her most recent drain service needs.
  She mentioned that although the other companys pricing was less than half of ours, she still proceeded with the work quoted by our technician because of the professionalism and service he provided during his visit. *** emphasized that her feedback was not a request for compensation, but rather an honest observation about her experience and our pricing structure. She concluded by letting us know that, due to those costs, she would not be seeking future services from Thornton & Grooms.
  We value all feedbackpositive or criticalas it helps us better understand how we can improve. At Thornton & Grooms, we stand behind our work with our ******* Guarantee. Our pricing reflects the experience, training, and dedication of our team members, as well as our commitment to delivering high-quality, long-lasting solutions. We charge by the jobnot by the hourso that our customers receive transparent, upfront pricing and can choose the solution that best fits their needs.
  In this case, the work was fully approved before being completed, and our records show no further communication from the customer after that date until the formal complaint was received. While we respect ***s decision and appreciate her candor, we will not be offering further compensation, as the work was completed professionally and in alignment with our standards.
  We sincerely thank *** for her feedback and wish her the best with her future home service needs.

  
  Sincerely,
  The Thornton & Grooms Team

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  Faulty Furnace. ***** have to fix problems on a brand new unit every winter while charging a service fee.

  

  Business Response

  Date: 03/10/2025

  Dear Mr. **************** issues you've had with your new furnace are no doubt frustrating. Thank you for sharing your concern and we'll be glad to explain the findings to date.

  We installed a new HVAC system for **** on 2/14/23. 
  
  The following November, we were called out to his home, and we adjusted the flame sensor to better align with the flame due to low flame rectification. We did not charge for the job, total $0.
  
  We were called back out on 2/5/24 for a potential warranty job. We replaced the flame sensor (which was under warranty) and charged for our labor. The customer also needed to change his filter and humidifier pad and chose to have us do this for him at the time of the job. The total charge was $521.
  
  On 2/17/25, **** called in with no heat. We dispatched our HVAC technician out to the home. The furnace was running but wasn't reaching the temperature on the thermostat. The unit was displaying error codes 240 & 270. The heat sensor was covered in carbon and once cleaned off we were able to get a signal within manufacturer specifications. The 1-year-old filter was very dirty and there is no record of maintenance on this furnace since it was installed. We did not charge for this job, total $0.
  
  We believe the lack of maintenance and clean filters is causing undue stress and build up on the system. To keep your furnace running well and under warranty, regular filter changes are recommended, and annual maintenance needs to occur. If this unit is not maintained by an **** professional, we will no longer be able to run free warranty jobs on it at this point.

• Initial Complaint

  Date:01/22/2025

  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.

  This issue began in June, 2024 and continues until today. We have a maintenance contract with Thornton & Grooms ("the company") for our tankless water ********************** (we purchased two ************ and two tankless water heaters from them). We called because of an issue with the tankless water heaters. The company came out and couldn't figure out the problem. They proceeded to tinker with one of our showers (that wouldn't get hotter than **** warm) and broke the shower valve. They came out over a dozen times trying to fix the issue, but never did. They said they weren't billing us for all these service calls, but we ended up receiving an invoice for $1,152-. We immediately called and told the company we weren't supposed to be billed for this, that the problem still wasn't fixed, and that we were not paying this bill. The company said they would talk to their bookkeeping ***** about it. We didn't hear from them for weeks, and when we called about the problem persisting, the company told us they wouldn't service us until the bill was paid. We stood our ground and told them again that we weren't supposed to be billed for this and that we wouldn't pay. Fast-forward to January, 2025, when we called for maintenance on the tankless water heaters (for which we have a contract that was paid and in force), but the company said they wouldn't service us until the balance was paid. We reluctantly paid the balance, first asking the company if we paid the balance would they then service us, which they agreed to. As soon as we paid (by credit card), the company promptly told us that they would not do any business with us again. We have paid the company thousands of dollars over the time since we first used them. They have a manintenance contract with us. The nature of our dispute is that they billed us for a problem that they never fixed, told us they weren't billing us for, and after 'holding us ******' until we paid against our better judgement, they refused service.

  

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to respond to Mr. ******** complaint and provide clarification regarding the history of this customer relationship. ********************** & ********************** strives to provide exceptional service and values each customer relationship. However, over time, our ability to continue working with Mr. ******* has become untenable due to ongoing challenges that have significantly impacted our ability to provide effective service.
  

  Customer History & Payment Issues:
  > Over the course of our business relationship, Mr. ******* has demonstrated a repeated pattern of non-payment for work performed, post-service disputes, and charge reversals after work was completed and agreed upon.
  > The most recent issue stems from an outstanding balance of $1,152.00, which was initially paid via credit card but subsequently rescinded by the customer. This is a continuation of prior incidents where payments have been disputed after services were rendered.
  

  Disputed Charges & Service Record:
  > Our technicians were called to Mr. ******** home to diagnose issues related to the tankless water heaters. During this process, it became apparent that there were additional plumbing concerns beyond the original complaint.
  > Contrary to Mr. ******** assertion that we "tinkered" with the shower and caused damage, our technicians performed legitimate troubleshooting efforts, which were discussed and agreed upon by those present in the home at the time.
  > The service visits in question were necessary diagnostic and repair attempts, and at no point did Thornton & Grooms agree to provide complimentary work beyond standard warranty or maintenance coverage.
  While Mr. ******* claims we stated that he would not be billed for these visits, our records do not reflect any such agreement. The charges were valid, and our policy aligns with industry standards regarding billable service visits.
  

  Challenges with Service Coordination & Treatment of Technicians:
  > Another complicating factor has been the presence of multiple individuals in the home giving conflicting directions to our technicians. This has led to confusion regarding requested work and approvals, followed by disputes over the necessity and cost of completed services.
  > Additionally, our technicians have reported verbal mistreatment and a hostile work environment during visits to Mr. ******** home. Thornton & Grooms does not tolerate mistreatment of our employees and will not place our team members in situations where they feel unsafe or disrespected.
  

  Refusal of *************** & Payment Dispute:
  > In January 2025, after multiple attempts to collect the outstanding balance, Mr. ******* made a payment under the condition that we would continue service. However, after reviewing the ongoing pattern of disputes, non-payment, and technician mistreatment, we determined that continuing a business relationship was not in the best interest of our company or our employees.
  > We acknowledge that Mr. ******* had an active maintenance contract. However, our terms and conditions, as well as industry best practices, permit the discontinuation of service when a customer has an outstanding unpaid balance or an ongoing pattern of dispute.
  

  Conclusion & Disputed Settlement:
  > Thornton & Grooms values its customers and upholds its commitment to professionalism and fairness. However, we cannot continue a relationship in which services are provided without reliable payment, where technicians are subject to mistreatment, and where continual disputes undermine our ability to perform work effectively.
  > We dispute the claims made in this complaint and deny the request for reimbursement of the rescinded payment. The disputed amount of $1,152.00 was a valid charge for services rendered, which Mr. ******* initially authorized but later reversed. Given the history of non-payment and dispute behavior, we stand by our decision to discontinue service and will not be issuing a refund.

  
  Thank you for your time and consideration. Please let us know if any further clarification is needed.

  Customer Answer

  Date: 02/05/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  In response to Thornton & Grooms's ('the company') reply, I would like to begin by stating that I strongly disagree with their statement, to the point that I feel it is totally fabricated and completely untrue. 

  CUSTOMER HISTORY & PAYMENT ISSUES:

  Regarding the company's statement that I have demonstrated a repeated pattern of non-payment for work performed, post-service disputes and charge reversals after work was completed and agreed upon, I firmly want to state that this is a complete lie. Not once were we late with a payment. We spent thousands of dollars with the company, and always paid on time. There were no post-service disputes, except for the most recent issue.  The only time we didn't pay was when the company's technician who performed the work told us that we weren't being charged (after calling their office right in front of me).  If we received an invoice, we paid it in a timely manner. Regarding the most recent issue, which the company claims stems from and oustanding blance of $1,152.00, we initially paid via credit card and subsequently disputed the charge. The reason for this, which the company neglected to mention, is because the $1,152.00 charge was for services that were never completed, as the issue the company was attempting to fix was never fixed, and the company knew this. They even claimed they would be back in contact with us with a further solution attempt, but that never happened. We were not told we owed this balance until we called to inquire about their return to fix the issue. On the last visit, the technician clearly told us we weren't being charged. The company's statement that this is a continuation of prior incidents where payments have been disputed after services were rendered is completely false and fabricated. It's important to note at this point that the company came to our house at least nine times to try to fix a shower valve that they broke. To this day, that shower valve is still not repaired. 

  DISPUTED CHARGES & SERVICE RECORD:

  The company's assertion that their technicians didn't tinker with our shower valve is laughable, and again, a complete fabrication. Their technicians admitted that they didn't know exactly how to reassemble the valve, after they took it apart. They even called other technicians for help as to how to reassemble it. This was very disconcerting, at a minimum. At one point their technician cut down a s**** that was part of the valve assembly, even though I clearly disagreed with his idea that it would help the reassembly. Sure enought, the s**** wouldn't fit after he cut it down, and they couldn't replace it until over two weeks later, which was unacceptable. After the s**** was replaced, the valve still didn't operate properly (or even to the point that it was operationg before they tinkered with it). The company completely ignored the fact that they couldn't fix what they broke, even after many repeated visits using different technicians, in their response to my BBB complaint. We were told the ***** check was part of our maintenance agreement, and that we weren't going to be charged for the repeated visits and repeated attempts to repair their damage. Again, this was after the technician verified this fact with their office on the phone, in front of me.

   

  CHALLENGES WITH SERVICE COORDINATION & TREATMENT OF TECHNICIANS:

  The company's claim that another complication factor has been the presence of multiple individuals in the home giving conflicting directions to their technicians is ridiculous. Their were never conflicting directions, and there was never any confusion regarding requested work and approvals, followed by disputes over the necessity and cost of completed services.  This is another complete falsehood, and the company is being untruthful on this matter as well. We not only got along with all their technicians, we graciously offereed them food and drink repeatedly during their visits.  I always offered my hand in assistance with any of their work, and they accepted many times. At the technicians request, I would turn the water main on and off while they stayed upstairs in the bathroom with the broken shower valve, turn the shower and sink on while they went outside to the water main, etc.  The only friction we ever experienced was with the company's office, and never with their technicians.  The company's statement that there was verbal mistreatment and a hostile work environment is rediculous and completely false.

   

  REFUSAL OF FURTHER SERVICE & PAYMENT DISPUTE:
  

  The company's statement that there were multiple attempts to collect the outstanding balance is false. We received one invoice in the mail, after we'd already **** told there were no charges to be made for the repeated visits and service attempts.  When we called for another service call (for maintenance of our tankless water heaters that we have a maintnenace contract with the company for), we were told that unless we paid the claimed outstanding balance, the company would not provide service.  We fee; that the company was "holding us hostage". We reluctantly decided to pay the $1,152.00, even though we disagreed that it was a valid charge, because we were afraid the company wouldn't honor the service contract that was in place and paid for.  As soon as we paid the balance, the company informed us that they decided that even though we paid, they weren't going to provide service to us anymore. They completely went against their word, and lied to us. THAT is why we disputed the charge with our credit card company, and rightfully so.  The company told us they'd service us if we paid, and then went back on their word. The company went further in their response to my complaint to the BBB by stating that even though they admit to us having an active service contract, they were not going to honor it anymore, based on the fabrication and lies pertaining to their claim that we had an outstanding unpaid balance and an ongoing pttern of dispute.  

  CONCLUSION & DISPUTED SETTLEMENT:

  The company's statement that they value their customers and upholds its comitment to professionalism and fairness is utter nonsense. They obviously don't care about their customers at all, and are strictly in the business of billing their customers for services that are either performed and completed, or not.  

  I am continuing my request for reimbursement of $1,152.00 for services that were not completed.  I am also disputing the company's denial of our agreed and paid for maintenance contract. The company's reasons given in their response to my BBB complaint are completely without merit and untrue.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/25/2023

  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 service plan with ******* and Grooms. They came out and told me that I needed a new hot water heater. I knew my hot water heater was not that old. I had a second company come out and tell me that I did not need a water heater. I then contacted ******* and Grooms and they had a manager come out and say no we did not need a new water heater that the employee who examined the water heater initially was not correct. I attempted to get a refund on the money I paid for the service plan and I was told that I could not get this by a manager named ***** who hung up the phone on me when I try to resolve this.

  

  Business Response

  Date: 09/29/2023

  To whom it may concern-

      We appreciate and value the feedback that has been provided. Our manager did apologize and email the customer back after she had to disconnect the call. The email she sent to the customer is attached below. As a **********************, we recognize that misdiagnoses are serious and as a company we did admit fault, were apologetic, and came to an agreement that worked for both parties at time of service. The agreement that was made in February of 2023 was no longer satisfactory for the client. Due to the amount of time that had lapsed and the savings the client received; we are not able to meet her request of a full refund but partial to the amount left on her maintenance membership plan with us. This refund is already being processed and as notated below will be placed in the mail by end of day Monday, October 2, 2023.

  Email sent on 9/25/23 

  ******,
  
  My apologies on disconnecting the call. I understand that there was a misdiagnosis, but at the same time we recognized it, admitted fault, and came to an agreement which you no longer wanted to proceed forward with and cancelled back in June. There is no mention of any other offer than the one notated as follows: Notes from job dated 2/9/23 Tech installed customer supplied insta hot faucet. Tested. The faucet is working correct with the existing insta hot with no leaks at this time. Pre-paid job. ****** showed up on site at the same time to investigate the water heater **** said was leaking and needed to be replaced. The heater is still functioning and in decent condition. Most likely confused the condensation for A leak. The customer had to pay A different ********************** to investigate the water heater after ****. To make up for this ****** has approved 2 customer supplied toilet rebuilds at no cost to the customer. When the customer has the parts, and we return to install them we are also flushing the water heater. Tech is setting the return trip up as customer calls into the office when parts arrive for scheduling.
  
  Over the course of the year, you have saved a total amount of $824.35, which is outlined below and does not include the $89 service call fees waived by being a plan member nor does it cover the fee for prepaid maintenance either. Due to the savings received, normally there would be no reimbursement on the plan. With calling and confirming you would like to cancel during the month of September 2023, 2 months before you are set to expire, the most we are able to refund back, and a true fair resolution would be 2 months worth of the plan cost of $248.00 which in turn is $41.34. This refund has submitted to our accounting department and will be processed and sent out in check form a week from today.
  
  Membership Savings
  # ************* Price Price Paid Savings
  953089 1/12/2023 $1,246.00 $1,019.30 $226.70
  960114 1/11/2023 $958.00 $719.75 $238.25
  960113 1/9/2023 $1,320.00 $1,107.90 $212.10
  951246 11/28/2022 $920.00 $772.70 $147.30
  Year **************** $677.05
  Total Savings: $824.35

  Customer Answer

  Date: 10/10/2023

  I purchased a home care club membership from Thornton and grooms.  They came out and said I needed a new water heater.  I had A second company come out and tell me I didnt need one.  Then a manager from thrornton came out and confirmed we did not need a new water heater.  At that time the manager was apologetic and said I could be reimbursed.  I brought up my toilet had an issue and they were going to give me a deal on that.  In the meantime our toilets started working fine.  I called and spoke w someone at Thornton and they were apologetic and wanted to keep my business and said they would refund me.  After that I got passed on to different people, one was no longer with the company.  Other people I spoke with said I would get a call back and I didnt.
  

  after being passed on to different people I finally spoke with ***********************.  Unlike the other people that Ive spoken with she was extremely rude and unprofessional. She did not care that I was going to spend $5000 that I didnt need to spend due to their employees lack of knowledge.   She became argumentative, and I asked to speak with someone else, and she said that I could not. She then hung up on me.  
  

  She offered me $41.  I never got use of the plan, I am out the money for getting a second opinion,  I dont even know if the other work they did in my house was necessary.  I am extremely disappointed how Thornton has handled this situation.

   

• Initial Complaint

  Date:05/12/2023

  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.

  Thornton and Grooms contacted me to offer a membership with them that would cover 3 slow drains in my house. I scheduled an appointment to have the drains snaked on May 4th. The plumber came in and stated that he was going to snake the main drain. in order to do it, he needs to pull a toilet. When he attempted to pull the toilet he said he couldn't turn off the water because the valve was old so I would need to schedule with a different plumber to unscrew the old valve. Thornton and Grooms does not allow the plumbers to do more than one thing. For example, someone who snakes drains isn't allowed to work with faucets. So although very inconvenient, I scheduled an appointment for a "*********** to come turn off the water so a "snake" guy could pull the toilet and snake the drain. So after the "snake" guy came in he was in my house for hours snaking the main drain. He stated that the job was complete and left. After he left, I turned on my sink and nothing was changed. The sink and shower was just as slow as before. I called and spoke with customer service because at this point, there were 3 different appointments spanning from May 4th-May 11th. the very simple job of snaking 3 drains was not done. I was extremely angry and frustrated, but *** from customer service promised and assured me that she would send out a "drain expert" and he would not leave until the job was done. I explained to her that I have already made arrangements 3 times to be home and I could not be home. My daughter who is 18 would be there and she stated that that is fine, and assured me the job would be done. Today, the 4th plumber showed up to snake my drains. When I called my daughter to check on the work, she said the plumber was already gone. I came home and turned on my shower. The shower drain is moving so slow that a 5 minute shower would flood my bathroom. Once again, after the 4th appointment the problem is not solved. If the plumber was not clear about which drains, he could have called me, I am accessable on my cell phone. He didn't even bother to check if the job was correct. At this point, I want ALL of my money back. I asked for a refund. ***'s supervisor/manager called me and was extremely rude and nasty. She was talking very loud and disrespectful on the phone and refused to acknowledge their mistake. She played the blame game and told me that I should have been home. She made everything out to be my fault. I will never recommend Thornton and Grooms to anyone looking for a plumber. Like I explained to the very rude supervisor that called me, At this point I wish I had paid a crackhead to snake my drains. I have a better chance of the work being done. Totally unacceptable.

  

  Business Response

  Date: 05/19/2023

  To whom it may concern:
  
      On April 27th, ***************************************************************************** response to an online request for a backed up drain. Upon speaking with the customer, a renewal of the membership was offered as her current membership had just recently expired. Customer had agreed to sign up as she would be able to utilize the 1 complimentary drain unclog under the plan as well as a home plumbing inspection as well. While speaking with the customer she had mentioned that her bathroom sink had a hair clog that was previously snaked by another plumber and that her shower was leaking. The customer agreed at the time to schedule an appointment for a drain technician on May 2nd and a separate appointment with a plumber on May 9th. This separate appointment scheduled for the 9th was for a home plumbing inspection, with more specific in checking out all of her plumbing within her home due to the customer stating that she had a leak in her shower but knew it would be a bigger job due to older pipes under the tub that were rotting out.The purpose of this visit was to receive quotes for future work. Customer was well aware that we have professionals that are specific to their trade and there would be multiple visits involved up front. Here at Thornton and Grooms,we do not have time frames and ask that our customers go about their days and that we will update them on the timing of their appointment as the day goes on.Our customer service representative did schedule both of these appointments for the morning as well to accommodate the customers schedule and the fact that she starts work at 3pm every day.
  
   On the afternoon of May 2nd, we did have to reschedule the drain appointment as we were not able to meet the customers request to be there before she had to leave for work. Customer did decide to reschedule to May 4th due to this inconvenience. On the morning of May 4th, our drain technician arrived at the home just after 9am.Upon arrival, he was not able to perform the unclog as one of the two toilets would need to be pulled for access but both valves were frozen in place. Due to the risk of the valves being old and having a potential to leak, a service plumber would need to come out to the home to offer options for replacement.Our professionals notes are as follows Our member has a backed up main. I was going to pull a toilet but both toilets are not able to be turned off because the water shut off valves are frozen in place. I advised our Member they would need to have a service plumber replace the valves. She is still in her planning stages of getting this new found work done. She said she might explore going with another company that can do all the work at the same time. Thank you for choosing Thornton and Grooms! Customer had already scheduled our service plumber to come out and perform a home plumbing inspection on the 9th of May, in which we added the note about the toilet shut off valves. Customer did not opt to schedule a separate appointment at that time decided to wait until the already scheduled appointment.
  
   At 8:55am on May 9th, our service plumber arrived at the home. Upon arrival, per the service plumbers notes the customer wanted me to only look at her toilet and shower in her hallway bathroom. Also she stated she wanted me to cut the water off to her toilet so that a drain technician can return to pull the toilet and snake the main line.The customer service valve on her toilet is broken but I was able to turn the water off. Also the customer needs a complete rebuild on her shower 3pc shower handle. Options were provided, but once again there were no charges for this visit.
  
   On May 10th between 10 and 11 am,our drain technician arrived at the home to perform the toilet pull. His notes are as follows ****************** Member had a clogged main on a slab. I pulled the toilet and cabled 75 feet with the Spartan 300. Then I ran a five minute water test and flow has been restored. They wanted use of their only toilet, so I did not schedule a drain Specialist. Thank you for choosing Thornton and Grooms! The customer did leave prior to the completion of the work but the toilet was draining prior to leaving. The camera follow up appointment was not scheduled as customer did decline as they specifically stated that they just wanted use of their toilet. He did not, once again test the shower or the sink and the customer was charged the discounted price of $269 for the toilet pull, which was approved and signed off on by the client prior to the work being done.
  
   After customer called and expressed her dissatisfaction, we sent out another drain technician. We did waive the charge for an additional toilet pull. Prior to arrival when we were on our way, our drain technician did try to reach out to the customer but the homeowner did not answer. Per his notes, Arrived to customers home, home owner not home. Went to bathroom, performed multiple water test with toilet, flushing toilet paper as well as just regular flushes while running shower and sink drain. Toilet flushing fine. Sink was completely clogged. Pulled hair and soap scum out of drain. Performed multiple water tests on sink. Sink is temporarily flowing at this time. Shower is draining. Toilet is flushing. Went to the outside to look  at main cleanout in front yard.  could visually see flushes and water ******* through. Tested water for approx. 15 minutes. Water is temporarily flowing at this time. Home owner not home to show results to,homeowner also not answering the phone. Drain specialist to speak with customer of date and time when home owner is home to have appointment to camera main sewer. This was a courtesy unclog. No charge. Thank you for choosing Thornton and grooms! Once again we did not charge for any drain unclogs, nor was there an extra charge for the toilet pull.
  
   Customer did call in later that day to express her concerns and ask that the drain technician come back right away.Our ************* Manager did call the customer back, denied her request of a return, but did attempt to listen to the overall concerns. She does admit that the conversation did not go well and could have been handled much differently on her end. A call was made back to the client after the hang up,  but the call was refused immediately and customer asked to not be communicated with further. Due to the fact that client has had an unsatisfactory experience, Thornton and Grooms will be refunding the $149 ************** fee back to the customers credit card and cancelling the membership off of the clients account. A receipt will be emailed to the client as soon as this has been processed.