Thomas Home Services

Elizabeth P.

This is a dishonest, shady company. I would definitely NEVER hire them! Thomas Home Services was dispatched to my home via my home warranty to repair my downstairs a/c unit that stopped cooling. This has been the absolute worst experience, I'm surprised they are even in business. First, during the initial call they scheduled me for 4 days out , but sent a confirmation for 5 days out. (I'm in AZ it's well above 100 degrees) No biggie, I can wait another day. Then on the day of service they call me to push me out another day. At this point I feel like I'm at their mercy, so agree. When the tech came out, he was unprofessional, seemed like he was on something. He did not tell me what causing the unit not to cool and immediately tried to sell me a new unit instead of determining what the issue was. Even after speaking to his manager, my only option was to buy a new unit. I declined and asked them submit the report to my home warranty, then I'll decide next steps. After a week there has been no report submitted and they wouldn't even answer calls from the warranty provider.

A different company was assigned and it was a day and night experience. I was scheduled within 1 day and the a/c unit was repaired. A new motor was needed and installed. All covered under my warranty.

Trina A.

My air handler on my A/C went out at the end of June. Luis Ibarra was sent out and he fixed the motor that day. He was also able to re-wire it so it won't short out again.

Zack Z.

Horrendous to say the least, I had a level 1 tech come out, make the situation worse, I had a level 2 tech scheduled through a manager, no-showed multiple days. Called and left multiple VM, no response, situation has become worse and no assistance.

Dawn S.

I will save you from reading all of this review if you are searching quickly.... do not use this company if you have a homeowners warranty. They do not want to do any work and will lie and avoid what the service issue really is unless you agree to purchase of a new unit at easily 13-18K in costs. Read on... my story is pretty typical from other reviews I have read.

It would appear by reading all the reviews, this company does NOT work well with home warranty companies. I too called in on 6/20/22 the AC not working on a home purchased just three months earlier. Old Republic is the warranty company. They immediately dispatched Austin to come out on 6/23/22 to fix the unit. Austin took it apart and stated the coils are frozen and borrowed a hair dryer. After working on this for a good half hour, he stated he needed to call somebody else in to see what he sees. Then, another 'salesman' type came in and stated the unit was in bad condition due to negligence of maintenance over years. Interesting, the inspection report just three months earlier showed the AC unit in fine condition. And, isn't frozen coils a freon leak? He immediately became flustered and stated do not continue with this unit and the warranty company won't replace a unit due to negligence. He quoted me 13K with 3K in discounts because he's on my side with this.

I was told the next step was to file a report to the warranty company. This was Thursday. By Monday, no report had been filed. I called Thomas again. (Trust me, that is not easy getting through to anybody) Low and behold, Tuesday morning the report was received and it said......'COILS NEED TO BE CLEANED AND WE DON'T DO THAT.""

Seriously? So, coils need to be cleaned and thats it? Why is the unit not working? Why did you try to sell me a new one? Why have I gone nearly a week without service when you were called to fix this?

I have a call into the dispatch manager right now. Let's see what happens.

EDIT: Six hour later. No phone call from any member of this company to discuss this obvious negligent service. Do not use this company.

EDIT: 6/30/22 another company was contracted by the warranty company as they found the report to be just as ridiculous as I did. The new company came out, found a small freon leak, fixed it, sealed up the valves and then cleaned up the huge mess Thomas Staff left behind and the AC is functioning fine now.

Jose T.

My A/C unit was no longer blowing cold air and an excessive heat warning was announced. Miguel and Nathan were assigned to fix my A/C and were friendly and professional. They had the root cause diagnosed within an hour and had replaced the problem part soon after. They provided useful tips for future reference and my A/C was blowing cold within a few hours. I highly recommend.

Marco R.

Has got to be one of the worst experiences I've ever had with any company. I filed a claim with my warranty company on 4/5/22. Today is 6/6/22, and my AC issue is still not resolved. I'm tired of calling this company to be told ""someone will call you back from dispatch"" what do you think happens? No call. Over 2 months of dealing with these folks and my AC is still not fixed. I tell them that I have small children sweating at night because the ""fix"" they did is not working. Does anyone there care? They are showing me they do not. Terrible experience and it continues.
6/7/22 - the terribleness continues. I called yesterday and ""dispatch will call you"", call never came. I finally get a hold of someone and they have the nerve to tel me that they did me a favor by sending two techs out to try to fix the unit almost 2 weeks ago. I told them they could have sent the entire company and it wouldn't have mattered if my AC is still not working. Which it still is not working.

Susan G.

Thomas Home Services was assigned to me by home warranty company, First American Home Buyers Protection Corporation. The technician, Bryan M., who came to my home was prompt, , professional, polite & went over & beyond to try to help me with what FAHW would allow him to do. My unit is 18 years old & has needed to be replaced for over a year. FAHW continues to deny the request & I have been with them for 21 years! I would also like to add that Anna in their office was very professional & was able to schedule the appointment for the next day.

Chandu K.

AC is down. Diagnosis done on 5/10/22 and the earliest they can come and fix is June 1st 2022. Solid 20 days in Phoenix AZ summer.

Wes S.

My home warranty (First American) ) sent out Thomas Home Service. The repairman was nice and on time and said my unit was low on R22 and I probably had a leak. He said he was not authorized to fix and he had to request a senior technician come out the next week. He did not put in any R22. It was not cooling and iced over when he left. I thought they scheduled me for follow up for 4 days later and when that day came.... the senior tech never showed. When I called ...they said the follow up appointment was for Me two week from then. I said not waiting two weeks additional for another repair Tech after their guy would not fix first time out. My home warranty would not refund my $85 service either and I had to go outside of home warranty coverage to get my AC cooling again.
I do not recommend either First American Hone Warranty nor this AC repair company THOMAS

Jessica G.

Emily, you know what would have made me smile today? If you hadn't canceled my scheduled HVAC maintenance two business days in a row.

I have First American Home Warranty and they assigned this contractor to come fix my AC. Scheduled our first appointment on Monday 03/28 and a Tech 1 came out and said that he was able to diagnose an issue but a Tech 2 would have to be scheduled to make the repairs. He told me that someone from the company would contact me to schedule the Tech 2. I didn't hear back from anyone so I CALLED THEM the next day and they told me that the earliest they could schedule my next appointment was Friday 04/01 in the afternoon. Fast forward to Friday. I haven't heard anything from this company and the estimated time window they gave me is over. I called and spoke to rude and unsympathetic Emily who said that they could not get to me because they're running behind and they're closed on weekends. I tell her that I need that person to come out ASAP because it's 90 degrees in my house and she really didn't care. She said she will schedule someone to come today Monday 04/04. I told her that I needed an HVAC tech on Friday as scheduled because not only is it hot, but I'm going to start a new Job on Monday and no one would be home. After several moments of us going back and forth it was clear to me that Emily and this company lack integrity and basic human decency. I had no choice but to schedule for Monday and ask a friend to be here for to let the AC man in. When I went on my first break, I saw that I had missed a call from them so I returned the call on my break and Surprise surprise, Emily. She said she canceled my appointment again and that the earliest she could reschedule is Friday 04/08/22.
I would never recommend this company to anyone and if your homeowners warranty assigns you here, I would suggest that you have them reassign you ASAP. To Emily's boss, She needs training on her customer service skills. I would also suggest you hire more HVAC techs and stop overbooking your schedule because you have created a company that has provided me some of the worst customer service I've ever experienced in my life.


Beware! Stay AWAY! Bad Customer Service!

Update:
The day after I posted this review they sent a Tech 2 out on Tuesday 04/05/2022 to complete the job that the tech 1 diagnosed. However when the tech 2 left the house he said that the AC was still not working because he broke our motor and that we would have to call back to reschedule and order the part.

Wednesday 04/06/2022 I called the company to schedule and Emily said that she would call me back to schedule when they were able to locate the part. She said that she would give me a call back in the afternoon.

Thursday 04/07/2022 since no one called me back to schedule I called them back to find out what was going on. Emily Refused to let me Talk to a supervisor or higher up and I hope that those calls were recorded. Mind you, at this point it has already been 3 weeks in my 90 degree house without AC. After I got off the phone with Emily. I got a message from my homeowner's warranty stating that my case has been reassigned to a new provider.

So I contacted my warranty to see about a cash out option because now I have to start this process over with a new company and my Home Warranty said that we cant do a cash out option until we get a diagnoses because Thomas Home NEVER updated a diagnostic report.

I ended up just hiring someone and paying them out of pocket to come fix the issue. The man I hired after this Awful company said that my motor was not even broken and that it was a different part. He also said that they left my wires any which way and that he would rewire my AC unit included in the cost because it was hard to work in and may cause problems later.

NEVER NEVER USE THIS COMPANY.