Thornton & Grooms

Mike B.

Quoted $600-800 to replace furnace fan. Paid $944. Found the fan online afterwards for $300. Very high pressure sales guy/tech. He left the old parts in my front yard. And here's the real kicker, the next day, the fan stopped working again! They are the worst!

Peter D.

We had an issue with our pipe out to the sewer as there were holes and tree roots growing through it. Water started to back up into our basement so we had Thornton come out and look at the issue. They told us we would not have to dig the pipe up in the yard if we install a liner for about 14k which they came out and did. The issue ended up being worse then they thought and they had to dig into the blvd in the street to replace part of the pipe.

This took about 3 weeks with probably 6-7 visits. A couple of times our appointment was pushed off for ""emergency"" situations. After they finished installing the liner they said it was pretty much good to and that they just needed to come to come back out and put the finishing touches on it.

A week and a half passes and I don't hear anything about them coming back out to finish, so I call and they schedule someone for that Friday (I called on Tuesday). The technician comes out Friday and tells me that the liner has collapsed in a part due to groundwater etc through a hole in the pipe so that they'll have to come back out on Monday and dig up the sidewalk and part of my front yard. I was most annoyed about the fact that if I hadn't called, I don't know when anyone would've come out. There didn't seem to be anything scheduled. With the fact that there was ground water etc in the pipe while they were fixing it, the fact they didn't have any urgency to come back and finish it was disappointing customer service to say the least. We did all this to avoid exactly what ended up happening and it mainly due to a lack of service on their end. Needless to say that having this drag on during covid wasn't pleasant as well.

That Monday they come out and dug up the sidewalk and part of my front yard to fix the pipe. That goes fine and they fix it but leave the sidewalk, front yard, and blvd they dug up still looking terrible. They made it seem as the city or them would come out soon and get
It fixed. So today, a week later, I called the city and they told me it was Thornton's job to come back
And finish cleaning up. I call Thornton customer service line and wait on hold 15 mins just to go straight to
Voicemail. When I did get a hold of someone they admitted they had nothing scheduled to come back out and finish it up and it wouldn't be until next Monday that someone could come. I posted pictures of what they left our yard like below. For paying as much as we did to get this fixed it sure didn't seem like we got the same level of customer service and support to match. Definitely wouldn't use them again.

Kimberly K.

This company is a SHAM, they came out for a repair to a leaky shower. The ""repairman"" Rodney Parisien wanted to go all over the house and look at every other water source BUT the leaky shower. THEN he had no CLUE as to how to get the right products to complete said repair. He said ""home depot does not carry what I need so I don't know what to do"". You would think that this was a special situation on a 1902 craftsman home, NOPE my house was built right along with the others in 48331 Farmington Hills, no super special products here. To add fuel to the fire, the rep said if you give us more $$$ we will come and do the repair after ""you"" find the right products. What in the name of Joe the Plumber??? I call BULL and will NEVER recommend this poor excuse of business to anyone.

Vern M.

Don't let them waste you time! I scheduled an appointment over a week in advance. Took the day off hoping to get my plumbing job done.
When no one called or showed up by noon, I called and was told they would there early afternoon. I was told they work until 4:00PM. So when no one called or showed up by 4:00PM, I gave up on them. Waster an entire day.
They at 6:30PM I get a text saying they were on the way. Called and cancelled.

I guess being a big company, they don't really care about are residential jobs or the homeowners time.

Call a small local plumber and give them your business!

I wont pass on the opportunity to tell anyone who will listen about the terrible service.

Tony S.

RUN AWAY FAST!

Don't get fooled by this company! Wrong advice and incredibly overpriced. Had 'Steve the Salesman' out for an inspection of the sewer line. He couldn't get through a couple of roots in the pipe around 40ft. and decided on the spot that I needed either an entire rip-out and new install OR for half the cost of that, get a liner put in for $12,000! That's a robbery people. When we asked about getting it snaked, he said there is no way the pipe would last and snaking the system wouldn't work. He admitted he was new and acted like he hadn't heard of snaking before if you can believe that. After telling me this and trying to get me to book an appointment for this ""good deal"" he began sweating profusely and his hands would not stop shaking as he tried to get me to sign.

2 days later I decided to get an actual Master Plumber to look at it. $600 later the pipe is snaked, free of roots, and from the Master Plumber's mouth, ""this pipe is in great condition.""

Oh, I also got a quote for the entire system rip-out in the front yard from the Master Plumber's company...$3,800. Not $24,000 like Thortons quote!

Eugene S.

Did a chat with T&G this past Monday and a follow up call Tuesday for service on our ac. Were told they would be out today, Thursday. They called this am and said would be out this afternoon. Just received a call at 2pm saying they couldn't be out for a week. Said they needed to take care of their service plan customers first. So, my appointment apparently did not matter. What was with the phone call this morning verifying they would be out????? I figured their word was not worth much to me so I made an appt with another company. Did not give one star because I had used them in the past. Seems the way customers are treated has changed since then.

Gail S.

Will never use them again. Sat here all morning waiting for an appointment to show. When I called, they said sorry, we will have to re-schedule. Never let me know they weren't coming. Now they can't come for 45 days.

Patrick G.

I decided to try Thornton & Grooms for the first time to service my boiler and booked an appointment online for that evening. An hour later, they called and stated they couldn't come out until the next afternoon, which was fine as we had a backup source of heat. The next day around 4pm, I hadn't heard anything so I called and was assured the next boiler technician would be out. At 6pm someone called and stated they wouldn't have a technician available and couldn't even put me on the schedule for the next day and instead referred me to a third party. I decided to try the third party and got no response so I called Levine and Son's the next morning and they were out within an hour and discovered that all I needed was to reset a safety switch on the boiler damper. Simple.

A week later, I decided to give Thornton & Grooms another shot, this time with their sales department on what could be a fairly expensive estimate for a ductless mini split AC system or even more expensive Unico high velocity AC system. When the sales guy arrived in a $80-90k Mercedes SUV, I decided not to judge. He came inside the doorway and before coming inside any further, asked me what I was trying to accomplish with my AC needs. I told him we were interested in mini splits or a Unico system. Without even looking at the house further, he said a mini split system would cost $20,000 - $24,000 easily more than double any ballpark or quote I've ever received and that a Unico system would be over $30,000 which is 2-3 times over any ballpark or quote I've received. The girl I booked the sales appointment with stated most Unico systems were $12,000 - $15,000 although I wasn't going to hold them to this as I know she was just sharing an approximate and hadn't seen my house. I asked why the price was so high for my 1,500sq. ft. single story ranch home and he said they would have to install duct work and I asked why because they are ductless systems and he said they prefer duct work. Further, he then stated, ""Yea, I know it's a lot. I thought about just calling because I figured you wouldn't want to do it"". All I could think, is ""why would you think that""? My wife and I have almost completely remodeled our home that we bought 3 years ago and have a budget for a system like this. It was one of the weirdest and worst experiences I've had with any tech/salesman. Disappointed.

Since...I've received multiple estimates for a mini split system for $10,000-$14,000 and a Unico system for $14,000-$16,000.

Vincent S.

Thornton & Grooms came to my home in response to a clogged toilet drain. The technician quickly discovered that the clog was in the main line between the clean out and septic tank. He then determined that snaking would be the best plan. He ran the snake twice (5 minutes) with no attachments and said that the clog was too dense for a snake. He explained that another technician would come out with a camera and then discuss next steps. After the camera crew performed their inspection they offered two proposals. Either $1100 for a hydro-flush or $2200 for a hydro-flush and clean out of the cast iron section of the line. Knowing that this sounded strange I had another plumber come out to evaluate.

The second plumber snaked the line many times with a different attachments combined with hose water and cleared the clog in 20 minutes for $250. To say I'm disappointed about the general business practice of T&G is an understatement. Steer clear of this company unless you don't mind wasting money.

Steven B.

Overpriced and uninterested in what is best for the client, only interested in inflated price.
Very disappointing but a blessing in disguise because I learned through another plumber that I do not need a liner as suggested by T&G. Ended up costing $200 to clean out the line rather than $1600 T&G wanted to do the same thing. T&G wanted $17K for lining the pipe, another plumber was $10K. They definitely shoot for the sky at Thornton&Grooms. Buyer beware!