Thornton & Grooms

Fay G.

Thornton & Grooms have many hidden fees and their price structure changes based on if you are a home owner or not!!! Landlords be aware. They will not give you a time frame for service. I will never call them again, there are many other companies who provide the same service with better customer service and lower price.

Rob B.

Get in my house snaked the drain tell my wife it's going to be double because they only go 75 feet next 25 extra hundred. They use the smallest cutter they can and say the bigger cutter is again more than double. So he did snake with small cutter and camera inspection the next day says I still have water at 40 feet thanks for nothing. Not sure how these big companies keep making millions when they just screw u over.

Mike B.

Terrible! Took a half day off work yesterday for an appointment time of 2-4 pm. At 4:20 got a call that they would not make it today but that they had some open times next week! Wasted a half day vacation and will not bother with them again. Mike in Brighton

Ara B.

Most HVAC companies are rip off artists but these guys take it to another level. They advertise the most so you think they're the best but that's how they get you. You will pay $250 for a $25 part and be charged 2 hours of labor for basically a loose screw or two. That's on top of the service charge. To make matters worse, our repairman ""fix"" didn't even fix the issue. In the invoice notes it said it could be a bad circuit breaker. Translation? I just paid over $500 for a repair that didn't need to be conducted because the real problem wasn't identified properly.

Li S.

First time homeowners here.

We bought our house fully knowing that the AC was 27 years old and practically ready to explode. We crossed our fingers that we'd make it through the hot summer months into the fall before committing to the desperately-needed upgrade.

It didn't happen. We didn't make it. The AC pooped out on us before we even finished unpacking.

We got quotes from 3 local HVAC companies. Thorton & Grooms stood out from the rest. Before arriving we got a text with some info about our service rep along with a picture so we knew who we were looking out for. While they were ever so slightly higher in price (nothing ridiculous, still very comparable), they took the time to go through the entire system with us. They explained why they were quoting what they were quoting and how it was going to affect our home. We really felt like we were involved from start to finish.

Worth noting- they also had shorter lead times than some of the other local companies by as much as 1-2 weeks. WEEKS. W-e-e-k-s.


On the day of the install, the guys arrived and we showed them where everything was. They got started right away. They were so careful about everything- drop cloths everywhere and bootie covers inside the house. They worked tirelessly from morning to evening, and then they cleaned up without a trace. It was like they were never here.

After everything was installed they ran through it with us and it looked great. We could FEEL the difference immediately.

A few days after the work was done we did have a few questions, and they came back to walk us through and answer them. I appreciate the time that they took come back out and go through it with us. The customer service we have received has been phenomenal.

In light of the COVID-19 situation everyone we have seen in person has worn a mask and kept their distance. We felt perfectly safe having them working on our home.

Thank you T&G team, we appreciate you!

Bethany S.

I had high hopes for Thornton and Grooms, but sadly I will not be using their services again. Long story short, I had a tech come out to my house to look at a leak that was in my basement. He was very confident that it was coming from a certain pipe, which didn't seem right to me because the water on the floor wasn't even underneath the pipe. It seemed to me that it was a dishwasher issue, but again he was certain that it was a different pipe and in the end I chose to trust him, as he was the trained professional. So, I spent over a grand for him to fix a pipe that was never broken. Fast forward a few weeks, the leak is still there, it turns out it IS a dishwasher issue, and they won't work with me to refund any of the money I originally spent. They lost a customer today.

Joe B.

T&G, a tarnished brand. Beware of their parasitic pricing for plumbing service. I was quoted about $750 for a shower cartridge replacement and replacement for two toilet tank guts. I couldn't believe it. Told the serviceman I would think about it. Went on youtube and saw how simple the repairs were. For less than $100 in parts from Home Depot and roughly an hour of my time all items repaired. As I am sure their serviceman was significantly more skilled than I am (a regular homeowner). Surely it would have taken him less time. Charging north of $500 per hour for labor is crazy, Manager called and attempted to explain, overhead..blah....blah. He even said that ""they stand behind their work"" like that was something special and unique to their company, and certainly not worth paying such high labor rates. THis is more than you would pay for the top lawyers in S.E. Michigan would charge. I do not recommend T&G.

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.