Thornton & Grooms

Reviews

• NC

  Neal Cooper

  today
  1.0
  Where to begin. I wanted a very, very simple job done by a licensed plumber. Replacing two water shut offs for my kitchen sink, which had already been removed. The sink base was removed as well. Access could not have been more convenient. Before doing any work, however, the plumber from Thornton & Grooms gave me a "free water inspection," which revealed that my water heater is at least 13 years old. The plumber noted that the water heater vent was inadequate, concluding that I have dangerous carbon monoxide pouring into my home. This, he said, was urgent: I need to replace my water heater for my own safety. While I appreciate the concern, I don't appreciate the hard sell and exaggerated claims. I have carbon monoxide detectors in my house. "Well they don't work," he claimed. Interestingly, the brand new carbon monoxide detectors I had installed today are not detecting anything either. Nonetheless, he provided a quote to replace my water heater for 4 and a half thousand dollars, and said that if I signed on for the water heater installation, he would do my water cut offs for free. I appreciated the offer, but it made me question the actual value of the water cut off work, if he could so readily give it away. It took less than an hour including the "inspection" and work on the cut offs, and the bill was more than a thousand dollars. (He showed me an itemized bill, but did not furnish a copy, somehow reflecting roughly half labor and half parts.) With my back against the wall, I agreed to the plumbing work but declined the water heater. I will replace the water heater, but I will not use Thornton & Grooms to do the work. The very best like-for-like replacement of the water heater, including professional installation, should cost roughly $2500. This information is not difficult to find. The plumber wanted to practically double that. We showed him in real time that the best Rheem water heaters from Home Depot are $650 to $860 (plus installation), but those are crap, according the plumber. Full of plastic parts and destined to fail (despite their 12-year warranty), he claimed. Instead, I should buy one from Thornton & Grooms (at a massively inflated price, with a 6 year warranty). It shouldn't matter, but I'm handicapped and use a wheelchair to get around. My house is all torn up because I had a remediation team tear out the carpet throughout the house and remove the Asbestos tiles underneath, finally encapsulating any remaining mastic. As I told the plumber, I'm hemorrhaging cash and trying to stem the flow, and his response was a predatory attempt to sell me an overpriced service. Not being a mind reader, his actual intentions were unclear. Perhaps he gets a commission on water heater sales, but for whatever reason he felt it necessary to tell me that his bank account was overdrawn. That was weird, and the whole process was upsetting. My kitchen remodel had come to a halt, and I desperately needed the water supply lines replaced, so I agreed to the overpriced repair that included few if any parts; primarily, time and two shut off valves (valued at roughly $18 each). (And he kept about $40 worth of parts he removed, as well as my handyman's sharkbite removal tool, which was left for his convenience but not to keep.) Professionals deserve to be paid for their work, however they should conduct themselves professionally. That did not happen in my experience with Thornton & Grooms. Instead, I felt shaken down. Had I not desperately needed the cut off valves installed that day, I would have said no to any work at all.
• KC

  Ken Chen

  3 days ago
  1.0
  ONE STAR – If You Have a Life, Find Another HVAC Company! I genuinely do not understand how a company with over 16,000 reviews and a 4.9-star rating can have such terrible appointment scheduling and communication. Maybe Thornton & Grooms is an amazing company. Maybe their technicians are excellent, and maybe they do outstanding work. I wouldn’t know because the experience of simply trying to get someone to show up for a scheduled appointment has been absolutely ridiculous. They expect customers to stay home ALL DAY without providing even a basic arrival window. Not morning, not afternoon, NOTHING. Hours and hours of waiting, vague text messages, and constant uncertainty about when someone will actually arrive. And when you finally get an update? More waiting! The most unbelievable part is that if you can’t continue waiting around and need to reschedule, the next available appointment could be WEEKS away. Are customers seriously expected to put their entire lives on hold for this company? I understand that HVAC companies get busy. I understand that technicians can run behind schedule. But being busy does NOT excuse poor communication or a complete disregard for customers’ time. Maybe they’re so popular that they’ve simply become TOO BUSY to properly accommodate their customers. My advice is simple: IF YOU HAVE A LIFE, DO NOT PICK THIS COMPANY. If you have a job, a family, responsibilities, or anything else you need to accomplish during the day, FIND ANOTHER HVAC COMPANY. Maybe their actual service is fantastic. But if you can’t even provide your customers with a reasonable appointment window, what’s the point? 16,000 reviews and 4.9 stars might sound impressive, but respecting customers’ time should be the bare minimum. ONE STAR. Absolutely unacceptable scheduling and customer service.
• DJ

  Darryl Morris Jr.

  6 days ago
  5.0
  ⭐⭐⭐⭐⭐ Outstanding Service, Jerry Deserves Recognition! Jerry Hobbs from Thornton & Grooms provided exceptional service! He was professional, extremely knowledgeable, patient, and thorough. He explained everything step by step, answered every question, and went above and beyond to make sure I understood the entire process. Jerry is an intelligent young man who takes pride in his work and genuinely cares about his customers. That level of dedication deserves recognition! To Thornton & Grooms management: Jerry is the type of employee you reward, promote, and invest in. He deserves a bonus or raise for the outstanding way he represents your company. Jerry has earned my trust, and he is the technician I want at my home every time I call Thornton & Grooms. Thank you, Jerry! Keep up the excellent work. Five stars all the way!
• JG

  Jay Gee

  Oct 5, 2026
  2.0
  Had an interesting experience with T&G. My job is very standard and straight forward—2-5 hours work tops for a pro. All of the pipes and fittings are completely exposed and accessible. I’ve already purchased all of the new hardware—it’s effectively just labor. Either they bill out their techs at junior attorney rates or they expect simple mixing valve replacements to take 4-7 hours each because their quote was astronomically high—multiple four figures. For the pleasure of their company and pricing the job out of the stratosphere, I also got to pay them a $99 service call fee for the 15 minute visit! Further, instead of the 30 minute call ahead you’re supposed to receive before the tech arrives, I was given a 15 minute heads up only for the tech to show up closer to 40 minutes later. The tech was very nice and professional, but for a job that should’ve been $1000 or less and could be complete right now, quoting more than triple that amount still has my head spinning. Obviously can’t recommend.
• CF

  Cate Feravich

  Oct 1, 2026
  5.0
  Very pleased with my experience with Thornton & Grooms thus far. I had a tech out to my house less than 24 hours from when I called with an issue. We need our water heater replaced. Nathan came out to the house this morning and was on time and very professional. He talked me through the different scenarios of what could happen and gave me a few different options to choose from. Luckily they’re able to take care of the replacement and additional work that needs to be done today! Jorge was our installation tech and did a great job. He had his work cut out for him and he handled it with ease. Once he was done he went through everything with us to make sure we knew what all of the valves did and made sure we had any questions answered before he left. Before showing up they texted to let me know they were on their way and provided a photo of the tech who was coming over which was a great added layer of security/peace of mind. I would recommend T&G based off of the experience I have had today.