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:06/24/2025

  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.

  Received plumbing service that involved removal of concrete in front patio area to access main water line out and clean out from house (to sewer). They fixed a pipe leak by replacing a section of pipe. The issue was, they improperly filled the gravel underlayment (not enough) then poured new concrete. Just a few weeks later, the entire section of new concrete crumbled and broke off. Called for then to look at it, and they claimed it was due to the other section of patio's existing cracks where water got in and caused the new section to sink. The other part of the patio has not moved, nor did the existing cracks move and there has never been any issue before. I requested two independent concrete-specific companies for an estimate and both representatives verbally said it was due to improper underlayment, not from existing cracks (otherwise the entire patio would sink). Called repeatedly to Thomas and Galbraith and they never responded. I received ONE call back and they offered to repour the concrete. However, they later called back to rescind the offer because they said they will also not fix electrical issues that I was not even aware of. I have an outdoor lamppost that I hardly ever use. I investigated and discovered that they had severed the electric wire running to that lamppost so now that light does not receive power. I guess they knew they cut the wire and did not tell me and accidentally admitted to it. So they are just ignoring my calls now.

  

  Business Response

  Date: 06/25/2025

  This complaint has been addressed with the client.  The concrete is scheduled to be replaced on July 1st.  At that time, the wire will also be repaired.  Happy to have had the opportunity to resolve this amicably with *** **********. 

  Customer Answer

  Date: 06/25/2025

  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. 

  Repair work scheduled for July 1. Hopefully they resolve concrete and the outdoor electrical wire issue to the lamppost.  I appreciate them reconfirming the appointment. 

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

• Initial Complaint

  Date:06/23/2025

  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.

  *writer filing on behalf of my grandmother, ***** ****  
  6/20/25: T&G came out to assess why the AC was not working at all. Technician assessed and said it would be $900 (roughly) to replace two parts, charged her before the service was ever completed. Replaced the parts then told her it was not working still and she needed to replace her whole AC/furnace unit, and that would cost her around 15k. She declined and got a second opinion even after paying $900 for a service that did not fix anything. She asked for all the proof of service and receipt to be sent to her via email and the technician never sent it to her.
  6/21/2025: Second opinion stated: T&G over charged her by $300-$400 and she did not need a new AC unit and it was fixed by simply switching the AC unit from OFF to COOL.
  Thomas & Galbraith not only had overly charged my elderly grandmother but turned her AC unit off and told her it was completely broken and she needed to replace it.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention. We want to provide clarification based on the technician’s findings and service notes regarding the visit to Ms. ****’s home on 6/20/25.
  Upon arrival, our technician found the system was turned off. After powering it on, he observed that the outdoor unit was non-operational. Inspection revealed a burned contactor and a weak dual capacitor, which are both critical components required for the AC system to run properly. These conditions warranted immediate repair. The technician quoted the repair and clearly explained that after replacing these components, a full system assessment would follow to determine if there were additional issues.
  With Ms. ****’s approval, the technician completed the repair and restarted the system. It began to operate, but further testing revealed the compressor was not suctioning properly. Although discharge pressure rose as expected, suction pressure remained unchanged, which is a sign of internal compressor failure. At that point, the technician transparently offered two options: replace the compressor or explore pricing for a new system. At the customer’s request, we scheduled a comfort advisor visit for further discussion.
  To clarify:
  The system was not left off by the technician. It was turned on for diagnostics, and it was operational after component replacement.
  The recommendation to consider replacement was made only after identifying compressor failure, not as a first resort.
  The customer was never pressured to replace the system and had full authority to decline the proposed work.
  The $900 charge was for approved repairs, not a diagnostic-only visit.
  A second opinion diagnosing the unit as simply “switched off” contradicts our technician’s documentation and the system’s response after component replacement.
  We understand the importance of transparent and ethical service, especially for our senior customers, and stand by the professionalism of our technician. If Ms. **** or her family needs a more detailed breakdown of the service or would like us to resend the receipt, we’re happy to assist directly.

• Initial Complaint

  Date:06/23/2025

  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.

  We paid for a membership to this company and on the very first visit they sent out a technician who was new to the field but has all the required training. Now I have an AC that doesn't work, and they are sticking me will an expensive invoice to repair it. The manager refuses to return our call. The technician has spent 4 hours at our home conducting a "routine" AC unit check. My AC unit worked fine this morning before he touched it. The technician G**** O***** does not seem to be trained, and this company doesn't take ownership of their mistake. Nice first impression. Now I have to have another company come out to fix it. Thomas & Galbraith will NEVER be allowed in my home again. I am a military vet and one of the most important things in life is integrity and this company has none. Beware of this company and their so called "trained" technicians.

  

  Business Response

  Date: 07/01/2025

  Hi there! 
  
  Our manager has sense been in touch with you to get you a resolution. If you would like to accept that resolution please let us know. 

• Initial Complaint

  Date:06/05/2025

  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.

  in June 2023 T&G came to address my heat pump cooling issues. There was a refrigerant leak of an unknown location in the lines. I was advised that it would likely be better to replace the system. I chose an option that totalled out around $10,000. I was offered a 10 year parts, 1 year labor warranty. Since then, I have had to have multiple repairs. Two of these were the same repair (loose wire to reversing valve). The first of these techs accused me of opening the condenser and causing the damage. The drywall access panel to my air handler must be unscrewed, which I would have been happy to do. The tech ripped the panel off by pulling the screws through the drywall and said nothing; I found the damage after he left. I called T&G and they offered an apology and to send someone out to repair the panel. 3 weeks later, the same issue with the condenser occurred. I was charged for each of these visits. Today, just 2 years into the unit, there are refrigerant leaks within the condenser and on a valve at the air handler. I was quoted over $3,000 to replace the valve alone, after being charged $330 for the leak diagnostics. They are getting back to me tomorrow about the condenser quote but at $3k for the valve install, my best option is probably to go to another company and entirely replace the system. I'm sick to my stomach that I'm about to be paying for another heat pump when I'm not even halfway through paying the last one, but it will probably be better in the long run than paying for continual repairs to a faulty system and a company that doesn't support their customers.

  

  Business Response

  Date: 06/13/2025

  We are replacing the condenser coil, TXV and drier under warranty. 

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Another year, another multiple parts replaced on an AC unit(see my post about this in July 2024). I purchased a furnace and AC unit from Thomas and Galbraith in October 2022. They’ve replaced parts on it in 23 and 2024. Now in 2025, they’ve already replaced 2 boards on it and now the coil/compressor is bad. Instead of replacing the unit entirely, as it’s never worked correctly since year 1, they want to replace another part. I want my unit swapped out, but Thomas and Galbraith refuses to do so.

  

  Business Response

  Date: 05/23/2025

  Hey ****,

   

  I’ve spoken with our manager and reviewed all the details of your job. We acknowledge that there have been several issues related to your HVAC system—some of which were due to errors on our end, and others that were outside of our control.
  When we replaced the system, the issue that arose afterward was a manufacturer defect that unfortunately appeared post-installation. While situations like this are rare, they do occur, and we always aim to resolve them promptly and fairly. In this case, we replaced the system at no cost to you.
  Regarding the system being overcharged following the installation in September, that was indeed a mistake on our technician’s part. We took full responsibility for the error and corrected it at no charge, scheduling the repair at your convenience.

  
  We understand this has been an inconvenience, and we are committed to making it right.
  As a gesture of goodwill, we would like to offer you two years of complimentary membership, valued at $480. This membership includes full maintenance coverage for your HVAC system, ensuring it remains under warranty and in optimal working condition.

  
  In regard to compensation for utility bills, you mentioned that the system was hardly used between the time of installation in September and the week of May 12th. As today is May 21st, the brief period of increased use should not have significantly impacted your bill. However, if you believe otherwise, we are happy to review your billing details together.
  We appreciate your patience and the opportunity to make this right.

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I have spoken to numerous HVAC professionals and companies explaining my situation. EVERY single one of them stated that the course of action, month 1 of using this AC and having the issue I had, should have been returned to ******* and they would have replaced it with little issue. Then in year 2, there was a possibility that ******* would have replaced rot, but most companies said at that time they would have looked at replacing it. All of them said this year, the HVAC company would have taken full responsibility and replaced the unit at no cost to ensure all parties moving forward are happy. Here we are, and you are only offering 2 years of free service and not trying to do the right thing, as it would hurt your pocketbook. I also want to point out, that the last technician had to use silicon, so water wouldn’t leak into this unit. So it was defective with that leak all 3 years or has been made defective by all the times you have looked at it and the only proper way to keep it from leaking is to use silicon. This unit is less than 3 years old, hasn’t worked correctly since day 1, it needs to be replaced.

  
  
  
  
  Regards,
  
  
  
  **** *****
  
  

  

  Business Response

  Date: 06/16/2025

  Hey ****, 

   

  So glad we were able to replace the unit under warranty. If you need anything else, please feel free to reach out! 

  Customer Answer

  Date: 06/18/2025

  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:04/05/2025

  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 Feb 23rd I contacted Thomas & Galbraith about a problem I was having with my furnace. They returned my call, and an appointment was made for Feb 24th. The technician (Cole) came and stated I needed an inducer motor. I paid $1279 and the order was placed. Feb 26th Cole returned to install new part but determined more parts were needed. New parts were ordered that day. After waiting to hear I called March 4th to see if parts were in. I was told someone would return my call. On March 6th I called again to ask if parts were in. Again, I was told some one (ROD) would call me back. I never received a call either time. March 7th Cole called to say part was in and someone would call to schedule install. On March 11th I called to ask about scheduling install and was told that Cole had sent an email the 7th but she didn't get it till the 11th. Cole came that day to install. After install of new part Cole stated that the problem still persisted and that he was informed by his supervisor that he had to shut the furnace down and an appointment was made for a salesman to come to quote for a new system. I call *** ********* to come give me a second opinion and it was determined that the only problem with the furnace was a dirty air filter, however there were cracks in the heat exchanger. The furnace was safe to use now but since T&G was coming to give a quote, I asked *** ********* to come and give a quote also. T&G said they would credit the $1279 cost of repair if I ordered a new unit with them, however even with that credit they were still more expensive. I asked T&G to return the cost of the unneeded repairs since Cole did not even check the air filter. I was told by 2 different people that I would be contacted about a refund. Cole finally called me back asking if I was going to get a new system from T&G. I said no and again asked about a refund. He stated that they would need the inducer motor back. Cole called me back and said they would return half.

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time to share your experience. First and foremost, we want to sincerely apologize for the inconvenience, the lack of timely communication, and for falling short of providing the 5-star service experience you deserve and that we strive to deliver.

  We understand how frustrating delays and miscommunications can be, especially when dealing with an urgent heating issue. While we are confident that our technician recommended the best course of action based on the system's performance and condition at the time, we regret that you ultimately chose to go in a different direction with your system replacement.

  As is our standard practice, we offer a full credit of the repair cost when a new system is purchased through us. While this was not the case in your situation, we have made an exception in good faith and issued a full refund of $1,279.00 to the credit card originally used. The second half of this refund was processed on April 9, 2025, and I am attaching a copy of the revised invoice for your files.

  We value your feedback and take it seriously. It helps us improve and ensures that every client is treated with the care and professionalism they deserve. If there’s anything more we can do, please don’t hesitate to reach out.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/07/2025

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

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

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

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

  

  Business Response

  Date: 03/12/2025

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

   

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

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

  

  Business Response

  Date: 03/25/2025

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

  We are respectfully requesting that this complaint be closed.

• Initial Complaint

  Date:02/16/2025

  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.

  Today i had a part replaced on my funace. It's been running on the eletric heat only since the 10th i believe of January . THOMAS and G finally got part which was under warranty; replaced the coils in the outside unit and replace the coolant On the inside, they had to maybe replace and solder a part ..they set the smoke alarm off and led me to believe it was from the fumes.. the brunt the pvc pipes on the side of the furnace and the coopwe tubing doesn't look right. There was no mention they'd need to come back to replace all the brunt pieces of pvc pipes and copper tubing..and anything else they messed up

  

  Business Response

  Date: 02/17/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for any distress or frustration this situation has caused you. We appreciate the opportunity to clarify the steps we have taken to resolve the issue and assure you that we are fully committed to making things right.
  

  After reviewing your experience, we acknowledge that during the repair process, the initial technician did not properly protect the surrounding area, leading to scorching of the PVC pipes near your system. This is not in line with our standard practices, and we take full responsibility for ensuring it is corrected.
  

  As soon as we became aware of the issue, we sent a technician to assess the situation at no charge to you. The necessary replacement parts have been ordered, and we have already scheduled a return visit to complete the repairs and restore everything to proper condition. While the affected components have not impacted the performance of your system, we completely agree that they should not have been left that way, and we are addressing this internally to prevent similar occurrences in the future.
  

  We regret that you felt the need to escalate this concern despite our active efforts to resolve it. Our goal has always been to provide high-quality service and transparent communication, and we apologize if there was any misunderstanding regarding the follow-up visit. Your satisfaction is very important to us, and we appreciate your patience as we finalize the necessary repairs.
  

  Please feel free to reach out directly if you have any further questions or concerns. We look forward to resolving this issue to your satisfaction.

  Customer Answer

  Date: 02/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  It took almost a month to get the part..(coils) in.which i called at a few times to see if was in..they didnt reach out during the time to let me know what was going on...and i did contact the manufacturer also..had they had a part number or a purchase order number..maybe the part could have been expedited..but Thomas and Galbraith couldn't or wouldn't give me that information.  The second part came in ..in less than 3 days...We've spent the all this time on electric heat..I did tell the repair people since it was so cold and icy..they could come back on the 28th of February to repair the outside part again ....had the message here been ..the part is burnt and what the plan was to make me feel thats it repaired to the best of the best it can be, meaning all the parts and a new unit on the outside..nothing is ever in writing from them....neither of th 2 tech reported the burnt pvc pipes to me..they did scorch the housing inside by the pipes...(they did set off the smoke alarm) but I was led to belive it was from the fumes..they acted like they didn't know what the noise was...both men left my home and never said a word...I called the next morning and told them about the burnt pipes ...and the it was also now giving the low pressure error code again and the heat pump once again stopped working..(when we spoke she did say they would pay part of the electric bill, they didn't say a number or what part but they did not mention it in this message)..a service person came out the next day..the pump is bad ..he looked at the burnt area..and that is all they will replace..none of the copper and not on the rubber parts..I was told it's under warrenty and that seems to be the reason I can not get it all replaced. I just want this taken care of to my satisfaction and so I can be comfortable knowing it's  replaced so that this is not not going to keep breaking down....they heat pump is not that old and it should be more reliable.....

   

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

  

  Business Response

  Date: 03/04/2025

  Thanks for reaching out. We are still waiting on the part that was ordered on 2/25. We will schedule with the client just as soon as we have that in hand to schedule the remainder of the repairs with the client. Thank you for your patience.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (It has been almost 2 months and about 6 or 7 times I've had to take off work to get a warranty item repaired....since i called in for service ..this is the problem...i have been without my heat pump..burning electic ..the burnt pipes were the topper and then getting everything fixed in a timely manner ..why did they not order the part from Carrier and expitide them....i have a warranty and its taken this long..what good is a warranty..i feel it was neglecgence that the pipes were burnt , then ordering the wrong part...and but i ask that the outside unit be replace ..2 major part going bad it to much..) if they agree to pay my 2 months heat bill. Instead of just a part....as she did say they would pay part of it...I can say I agree...

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

  

  Business Response

  Date: 03/21/2025

  I have asked this client to provide me invoices for her utility bill so we can reimburse her for the excess charges.

  That offer still stands, but she needs to send me the information as requested.

  Customer Answer

  Date: 04/02/2025

  
  
  I'm unable to send a response for some reason....ld like to send the bill but I won't have a bill until after the first of the month.  
  It's would be for the time period the heat pump was down.
  
  I would like to accept the offer if they could say what portion...
  
  I also would like to state...its been repaired....and this is the quietest the inside and outside units have run in the few years since it was first installed....
  
  Thank you
  ***** ******
   

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  
  I'm unable to send a response for some reason....l'd like to send the bill but I won't have a bill until after the first of the month.  
  It's would be for the time period the heat pump was down.
  
  I would like to accept the offer if they could say what portion...
  
  I also would like to state...its been repaired....and this is the quietest the inside and outside units have run in the few years since it was first installed....
  
  Thank you
  ***** ******
   
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  

  Business Response

  Date: 04/03/2025

  We are pleased to hear that our client is happy with the repairs we provided, and will look forward to closing this issue. Once we receive the utility bills we are addressing with her, and provide her with the overages this case will be closed.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  My apologies...I've revied my bills and have forward the copies to you..there are 4 bills..the earliest showing they'll I had a credit the the monthly increase up to the most recent bill.  I still owe $793.56 even after paying the 192 and 245 each month.
  Waiting your thoughts..
  ***** ******
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  

  Business Response

  Date: 04/30/2025

  I have evaluated the bills the client has sent and made an offer through email for what we think is fairly the portion we affected. I am waiting to hear from her.

  Customer Answer

  Date: 06/26/2025

  
  I have not received a check that Serry said was being written.
  
  I'm checking in to see what is happening with that. Could you check and let me know why i haven't received it?
  
  
  ***** ******
  
  
  I'm inquiring to seen if the check has been sent recently to me.
  I was told ...give it till the 16th to arrive...I took that June16 .  
  
  
  ***** ******

  

  Business Response

  Date: 07/02/2025

  
  
  
  Good afternoon!
  
   
  
  Our accounting team is re-issuing you a check and being sent out this upcoming Monday! Given the holiday, checks are typically cut on Fridays but with that being July 4th checks will be cut the following Monday July 7th and be mailed out.
  
  Please be on the lookout for the check.
  
   
  
  Thanks
  
  ****

  Customer Answer

  Date: 07/03/2025

   

  Update...again, the check in being issued but hasn't been sent out. It's the principal of what happened. (I gave up on my sink being replaced and shouldn't have, i'm not letting this one slide.) ***** ******

  

  Business Response

  Date: 07/07/2025

  
  
  Good afternoon!
  
   
  
  Our accounting team is re-issuing you a check and being sent out this upcoming Monday! Given the holiday, checks are typically cut on Fridays but with that being July 4th checks will be cut the following Monday July 7th and be mailed out.
  
  Please be on the lookout for the check.
  
   
  
  Thanks
  
  ****

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I will give it until next July 16th
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/15/2025

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

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

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/16/2024 technician P****** B**** damaged the marble tile in my bathroom using his auger to clear blocked main line. Invoice #*******. The damage was not noticed until later that day because of cleanup issues. On 9/23/2024 the damage was reported and shown to J******* W***, the camera tech of Thomas and Galbraith, who came to inspect the mainline with camera viewer. She stated that she would report it and manager R*** C*******r would be giving me a call. After 3 or more calls and text messages informing J******* the manager R*** C*******r has failed to reach out to me and my frustration has escalated. Then on November 1, 2024 I was told corporate client assurance manager S***** would be contacting me. No one has contacted me regarding the damage as of November 12/2024

  

  Business Response

  Date: 11/12/2024

  Thank you for reaching out and for your patience as we work to address this matter. I want to sincerely apologize for the communication delays you’ve experienced in receiving updates on your repair. We appreciate your understanding and the time you’ve taken to follow up with us.

  Please know that we take pride in our commitment to "make it right" for our clients, and we are glad to have the repairs in progress to resolve this issue. We are truly grateful for your loyalty over the years and for trusting us with your service needs.

  If you have any further questions or need additional assistance, please don’t hesitate to reach out. We are here to ensure this matter is handled to your satisfaction.
  Thank you again for your patience and continued business with us.