Thornton & Grooms

Delores F.

Very expensive Lennox Furnace & A/C units were installed August 2023
There were issues with the initial install of the a/c unit, but eventually they got it working. Beginning of Summer 2024 the a/c unit Compressor failed . Service tech spent hours working on it, added a HARD START to a less than 1 year old unit, and finally got it working. Now beginning of Summer 2025 and again the a/c unit Compressor failed.
A service tech was out on Monday 6/23/25 and could not get it working. On Tuesday 6/24/25 the same tech from the previous year was out and again spent hours and finally got the Compressor working. Less than 12 hours later it CRASHED again. Now I have to wait 8 days before a service tech can come back out.

I PAID $15,000.00 for these 2 units: Lennox Furnace SL280UH110V60C-04, Lennox Air Conditioner EL17XC1-042-230A02, Lennox Coil CX35-48C-6F-20 to be installed... and didn't even make it thru the first year without MAJOR FAILURE. Now into the second year and 2 MAJOR FAILURES a day apart.

I will say, until today's failure, the service techs and response times have been excellent, probably the best in the industry. It's just too bad I got stuck with a defective A/C unit that should have been replaced instead of annual ""band-aid"" fixes.

My suggestion, get a couple other quotes before you seriously overpay!

Marcy B.

I would never use this company again. I have been a long term customer for years. This past weekend when it was 100 plus degrees out my air conditioner went out. I fully understand how busy all of these companies are. I explained to the scheduler that I have been a long term customer and as a very sick patient was in need of assistance due to my condition not being able to tolerate the heat. They could not accommodate me but said, Oh I see your unit is 9 years old you most likely need a new unit. I broke down crying telling them I did not need to hear that right now especially since I am so sick and just needed a service call. They scheduled me four days out which I could not tolerate. I was able to hire another company who not only came out the next morning, but did not leave my home that entire day until the unit was serviced and visit completed. I have referred all of my friends to this new company and have ended my long term relationship with Thornton and Grooms. Shameful. There is no place to put zero stars or I would have. I placed a glowing recommendation on the new companies google and yelp

Alpesh B.

The are so overpriced. I paid $640 just for to fill up refrigerant. After service is done hard to get person . They don't reply. They charge their annual membership without letting you know. I will not recommend. Too pricey and not a good service

Thomas M.

I had Thornton and Grooms come out for the A/C inspection covered by my membership in their Home Care Club. The A/C condenser fins were covered with fluff from trees. I am not able to clean it myself, so had to pay their robbery prices. If I could rate just the technician, I give him 5 Stars, but everything else with T&G is horrible.

Lori B.

Excellent service technician! Also, texts and calls ahead so I knew when he was coming and with a picture. Hot water tank with pan and alarm!

Julia L.

Lavian has been a huge help with advising us on our HVAC repairs. He is very professional, and Thornton and Grooms gets the job done quickly.

Phil G.

About 6 or so weeks ago, I called for an electrical review of my residence and was told I have to wait about a month out.. They called me back one week prior to the appointment date and told me I have to wait another 7 weeks.

Another recent experience: I needed to have a backflow preventer tested and they wanted $250 for it. I found a plumber that charged $70 and got it done in one week.

I don't think so.....

Sheldon W.

we've been customers for years as members of T & G's Home Care Club. recently, during this spring's inspection, we were told that one of our HVAC units (a so-called ""package unit"") had a leak in the refrigerant line and, since it was about 22 or so years old, even if the leak could be fixed, the refrigerant needed is no longer available so we needed to replace the entire package HVAC unit----to cost about $10,000. we sought a second opinion from a reputable company who quickly discovered that the HVAC unit is only 7 or 8 years old (this by checking the serial number on the unit). they then fixed the leak, added refrigerant and it's working fine. Having spent thousand of dollars with T & G following its advice as to items needing replacement, I fear that I may have replaced other items which did not need replacement---ugh! Shame on Thornton & Grooms.

Rebecca M.

I would give zero stars if I could. I am renting a house and the homeowner purchased a service plan meaning every so often this company comes out to do maintenance checks on systems. Started off OK, several calls in, one even resulting in a brand new furnace. So it's but like they are not making money off of my awesome landlord.
Latest inspection was plumbing. First guy came out on time, but when he found out I was renting , he turned his back to me mid sentence and said ""I only talk to homeowners"". He had a bad attitude the rest of the time and the next day, after I had done my first load of laundry after the appointment, I walked downstairs to a flooded laundry room. He had moved the drain hose from the washing machine out of the utility sink and not put it back after his inspection. Part of that same appointment was supposed to be a camera drain inspection, but they never did it, and there was a clog under the kitchen sink that needed locating, so another tech who came out after him made an appt for me at 9 am this past Wednesday. At 8:59 am Wednesday, their office called me-I answered and was hung up on. Then almost immediately received a text from them saying my appt was between 11-12 pm that day. I texted back saying the appt was at 9 am. No response. I had meetings all day (WFH) and by 4 pm when they had not arrived and not reached out, I let my landlord know to make sure they didn't charge her.
She was unhappy with the situation and called their office to complain. They told her I still was on their schedule for that day. They left a voicemail shortly after saying they would be here by 8pm that day. When my meeting was over I called them. They told me all of their appts are ""anytime"" appts with a window of 8am to 7 pm and all I had to do was run home when they were ready to arrive. I told them I have always had an appt time up until now and they said they started this new process in January. I cancelled that day because I couldn't drop what I was doing that evening to run home for them.
I rescheduled for this Friday. Then two work reports were assigned to me for completion tomorrow (the new appt day) and I cannot deal with all that back and forth with Thornton & Grooms. I left them a voicemail to reschedule and the person who called me back was condescending. After I confirmed with her that yes, I can't handle another 'anytime' appt until next Thursday, she repeated my date request and said "" that's a week away. You have a clog. Are you sure you can wait as long as next Thursday? Shouldn't you schedule this earlier?"" Not feeling the need to explain my schedule to her for next week, which involves medical and legal issues I cannot ""run home when Thornton and Grooms calls"" for, I paused and she asked again.
To sum it up, even though I also am a homeowner of another home, I would NEVER EVER choose Thornton & Grooms. From the office to their techs to their policies, nothing is customer-centric.

S E.

They sold us a maintenance plan for our HVAC & tankless water heaters that we purchased from them. They came out for an error notification on one of the tankless water heaters. They couldn't figure out the issue, and tinkered with a shower that wasn't delivering hot water, and broke the valve. They ended up coming out OVER A DOZEN TIMES to try and fix the shower valve, but couldn't. They actually made it worse. They said they weren't billing us for all the visits, but we received a bill for over $1100- anyway. We called immediately and told them they said they weren't billing us but did anyway, and they said we had to pay (no other explanation). THEY NEVER FIXED THE SHOWER VALVE NOR DID THEY FIX THE TANKLESS WATER HEATER. Months later, we called them again for the same issue with the tankless water heater, and they said if we didn't pay our open balance, they wouldn't service us, even though we had an in-force & paid maintenance contract. DO NOT USE THIS COMPANY. THEY DO NOT KNOW WHAT THEY'RE DOING, THEY DO NOT KEEP THEIR WORD AND THEY ARE NOT TRUSTWORTHY. We have filed a complaint with the Better Business Bureau, and there are plenty of complaints on file from others. There's a reason why they have such a bad Yelp rating. BEWARE OF THORNTON & GROOMS!