Bruce Thornton Air Conditioning

Shawn L.

Absolutely by far the rudest customer service I have ever dealt with. Shannon has got to be the worst receptionist for any business. Don't Call the office late on Friday as she will treat you horribly wrong. If you don't like your job Shannon, I'm sure there's another out there. Rude rude! Don't deal with them!

Rob M.

Called them out because there was water leaking in our well house. The tech that came out checked the pvc pipes they said the leak was coming from our pressure tank. He said he didn't know if they (BTAC) repaired pressure racks. Well I guess he didn't read the website nor did he offer to call and find out I even called for an after hours repair call I guess is trainer failed to tell him. I found out that they do repair them. That's ok I'll give my business to Thunder Pump and Earls.

Penelope R.

No word can explain all the trouble we have gone through! At this point it's just ridiculous.

Janet P.

I hired them in August to replace my entire heating and cooling in my home. The salesman didn't measure a door properly which led us down the rabbit hole.

The installers were nice guys and they did a good job. Aside from some minor things the installation went smoothly. That door tho... so they paid two guys to come out to rebuild and repaint the doorway. I have neither the time nor the energy to go over what a disaster they were but they're the reason for the 4 stars. I almost went with three.

It took six weeks to get this almost resolved. Now I'm just trying to pay them. Yes, trying. My balance was to be adjusted bc we had to do some repairs ourselves. I can't get a balance despite calls.

If I don't hear by Monday I'm paying what I think is fair. If they want more they can sue me.

Leo S.

I have been a customer of BTAC for a little over a year and have been treated okay. I have a rental house in Lubbock and have counted on their services up until this month. I had set up my rental on a preventative maintenance plan for 149.00 a year which basically includes a discount on call outs and service. In reality its 149.00 for them to change my air filter and come up with other things to repair. They would usually call me prior to going to my rental and call me PRIOR to doing any repairs since I would be responsible for paying for the repair so that I could authorize the charge. Well this past month, they called me to see if I wanted to renew my preventative maintenance plan, which I told them I did not want. According to Lori at BTAC, the front desk person called me again and wanted to schedule another air filter change so believing it was my final maintenance on the already paid plan I told them to go ahead and call the tenant to schedule the air filter change. Knowing I had already declined the preventative maintenance renewal....she renewed it. The technician went to my rental and changed my filter and found something wrong at the house and no one called me to authorize the repair. The repair was just done and a bill send to me without letting me know something was wrong. Now I have a bill for 149.00 on a preventative maintenance plan I never wanted renewed, and another bill for 51.00 for a part I never knew needed to be repaired. I called BTAC and spoke with Lori to voice my concern and of course she was uncompassionate and a "Yes Ma'am" company person defending the decisions of the person that renewed the preventative maintenance plan and the technician that performed the unauthorized repairs. After speaking to her, she told me she would check with the manager to see what could be done and their solution was to removed the preventative maintenance plan and bill me at a higher rate for the service call and bill me at a higher rate for the repair. Oh and after checking the price of the part they replaced at the "discounted rate" the part is listed at less than 30.00 and my "discounted rate" was 51.00. I will definitely NEVER utilize this company again other than now since I am stuck paying for another year of preventative maintenance on something I never authorized. This company has very bad customer service and bad business practices. Beware and look elsewhere if you don't want to get tricked and stuck with a bill.

Holly K.

Wonderful customer service! I can't say enough good things about this business. Our heater at work was not properly working and I called Bruce Thorton middle afternoon to see about having someone come look at it. The lady on the phone was so nice and helpful and was able to send a technician out within a few hours. Carlos came out to check the heater and within 30 minutes had figured out the problem. The most impressive part about this company, is that the next morning Carlos stopped back by our salon just to check to make sure everything was working properly. Following up and checking on customer satisfaction just shows that this company really values their work. We will be calling them again for any future needs.

Donna R.

I just want to share our experience with Bruce Thorton Heating and Air. On Friday, July 1st, a technician came out to fix my boyfriend's, 78 year old mother's, air conditioner. They gave her an estimate on replacing the entire unit but it was VERY EXPENSIVE, so she asked them just to please fix it. It was low on Freon and the fan motor had to be replaced. The tech rushed through this job and left around 6. He did not double check his work or even try to stick around to see if it would work properly. IT DID NOT. The condenser was leaking Freon so just a couple of hours after the tech left the unit stopped cooling. When we contacted them first thing Saturday morning to ask for help we were told that it was a "holiday" weekend and no one could come out until the next Tuesday. Once again we are talking about a 78 year old woman who is having to endure TRIPLE DIGIT temperatures for the next three days. They couldn't have cared less. On Tuesday a tech came out, found the problem, then said that the part was in Midland and he couldn't get it until 11 am on Wednesday. My boyfriend even asked if there was any way he could go to Midland and pick up the part. The tech said "no they won't sell it to the public". Wednesday, after 11am, when the tech did not show up my boyfriend called the BTAC office and was told they could not find anything on the schedule!!! After getting very upset and rude with the employee someone finally agreed to come out, but ONLY if half of the bill from Friday (from the job that wasn't done properly to begin with) was paid up front. This is the same bill they had agreed to take payments on previously. My boyfriend's mother has been paying BTAC on an account for years and has NEVER NOT PAID. BTAC is the kind of company that has no problem leaving a 78 year old woman without air conditioning for SIX DAYS IN TRIPLE DIGIT HEAT. They charged her $900.00 to NOT FIX her air...almost $500.00 of that was for 10lbs of Freon the cost them 12.50 per pound. I know for a fact that a 30lb cylinder of Freon cost $375.00....and this is Freon that leaked out right after the tech left because he did not stay long enough to check for leaks! I am disgusted with the lack of compassion and ethics that BTAC has displayed on this job.

Scott R.

Called them out for commercial service. They charged me $500 to tell me it would cost $1500 to fix. Another company fixed the problem for $500. They are dishonest

Sam P.

I called Bruce Thornton to come out and fix my 86 year old father's sink. They came out looked at it, said it would need a ton of work, and that they would start on it the next week. They called him back the day they were supposed to show up and told him they didn't want to do it. He'd need to call someone else. So without giving him a recommendation or anything they just decided to they didn't want to do it and that was it. I think that's just down right rude and insensitive. Guys I hope you don't have elderly parents that can't leave the house and depend on others. Please never use these people. I can't believe they would just pick and choose what jobs they do. Horrible. I will make sure everyone I know, knows about this. I'm even writing an email to the AJ and KCBD. This is just absolutely heartless.