Thornton & Grooms Heating, Cooling, & Plumbing

Late Saturday evening we found a couple inches of water in our furnished basement. We tried everything to the point of shutting down all water coming into the house. It was then that we realized the water was flowing in vs out of our sanitary drain. Called for Service to determine the issue. Tony snaked out drain to city main and found no blockage, but the water kept coming in. He went outside to find the main and sanitary drain. Determined it was a city blockage. Tony knew who to call to get the city to respond. Stayed with us as we dealt with the city responders do their investigation to intervening for us to make sure that they came out to remove the blockage. He continued to remain to make sure that all water was removed. He also recommended an organization for the cleanup and put us in touch with them that morning. This was a serious situation with contaminated water which could cause life threatening illness coming into our home which needed to be dealt with. Nice to work with such knowledgeable and caring people and were thankful that Tony was on call that night.

FINALLY! A plumber with the patience to find and fix the problem! We've hired two other plumbing companies to unclog a tub/shower drain and it was never done right until JOHN CHRISTOPHER of Thornton & Grooms came along! John was finished but tub still wasn't draining well, so he took everything apart, inluding the plate on the tile where the trap is located. After many efforts, he snaked not only the drain but the trap and out popped the plastic cap of a shampoo bottle! THAT was the problem but no one before had taken the time to try. Great guy, great job. Highly recommend this company.

Spurgeon, the heating technician, was first rate. He is courteous, friendly, professional and efficient.Would welcome him back anytime.

I was given three options for various levels of repair. All three were explained in great detail. James also explained the rationale for and against investing in a furnace that was 16 years old. At a certain point it doesn't make sense to do that. I choose the middle option. The furnace worked for several days but we then the blower motor ended up failing after all. We thought it had a 50/50 chance of working for another year or two, but in the end it just didn't. I could have replaced that from the start based on James recommendation, but chose not to. After James came back to address the blower motor, he also removed some parts to inspect the heat-exchanger. He talked about this on day one that there was an issue with this component that was known to fail and the manufacturer was providing a significant rebate if it was indeed failing. In the end we decided to take the rebate combined with a credit that Thornton & Grooms gave us for what we had spent so far towards a new furnace. The next day, the install team was there and installed a brand new high efficiency furnace. Wow. Can't believe how quiet it is. Then entire team, from James to Adam to Doug and Dave was just top notch. Even from my first experience of calling in for service, I was regularly kept informed of when the team would get there. The team laid down drop clothes over the entire path they were working in, and all were very personable and professional. Obviously no one likes to have to replace a furnace and spend thousands of dollars. But these things wear out and because everything was explained so clearly, it just made sense. Having a first rate company install the furnace and knowing they have a stellar reputation for standing behind their work makes all the difference! Thanks everyone! Kindest regards, Fred and Lisa

Responded extremely fast when our furnace went out on one of the coldest days of winter. Called them for a second opinion, as the first provider had to order a part and couldn't give us a return date. James at Thornton & Grooms came out right away and had the motor we needed on his truck! Same day service!! Very professional & knowledgeable. Highly recommend!

The new cartridge was installed despite some difficulty getting the defective cartridge out of the faucet handle. John was able to complete the job without damage to the faucet and without taking much time to complete the job.

Our furnace stopped working the first cold/snowy day of the year. Yusef came out to our house within 2 hours of calling. He is very pleasant and informative. He made it a point to show me how he diagnosed the problem (broken transformer) and was able to replace it immediately for a very reasonable cost.

James was great! We'd use him and Thornton and Grooms again.

Tony did a great job. He was thorough and completed the job in a timely manner. He also called to get a camera to review the drain for unseen issues.

Brian was very professional, worked quickly and helped us out of a rough situation. Our furnace was working again in less than 24 hours from the time we noticed an issue. Very happy!

The first unit I purchased and installed was a 13 SEER Carrier, and it was a real lemon. It was the noisiest thing with all kinds of problems. T&G worked diligently to determine it was a faulty unit, but Carrier dragged their feet resolving their side of the issue. As a result of Carriers product and actions I upgraded to a 14 SEER Lenox and love it. T&G worked tirelessly to make me a happy customer. Their service tech Mark was very knowledgeable, professional, and couldn't have done more to try to fix all the problems that I encountered, first with the horrible Carrier unit, then with the digital thermostat that was not properly communicating to my variable speed furnace. Mark made absolutely sure all T's were crossed and I's dotted throughout. I can't speak highly enough about this company. I feel they are honest, trustworthy, very knowlgeable, and work hard to satisfy. The Service Manager Adam made sure I was taken care of with what felt like priority status. It's hard to want to change service providers when the one you have had for a long time is also a good company, but T&G offered me a great price, had a great honest salesman, and followed up with great service. I'm glad I'm their customer!!

Services performed perfectly, explained as the process unfolded, and for a more-than-fair price.

I purchased their program. They are perfect. They are courteous, cleaned up when they were done.

Prompt service, professional staff, a few small mistakes were made in the installation - but their follow up went above and beyond to take care of it immediately. Our new system is great.

Michael did a great job. He quickly diagnosed the problem and fixed it. I also renewed my yearly service agreement, reason the cost was high. My only complaint and it was not Michael's fault, was that they were supposed to have someone there between 12:00 and 4:00. The technician did not arrive until 6:30 and I had to call twice for an update.

Sold us annual service plan that saved us money & provides additional drain cleaning & discounts on future work.

Being a long time customer of Thornton & Grooms I have always been pleased with their service over the years. I am a bit surprised that they have been able to keep such a consistent core of excellent service technicians but they continue to do so. Robert R. who came out this time was friendly, professional and answered all my questions in easy to understand terms. His work was quick, professional and performed correctly and to my satisfaction. Once again I am a satisfied customer and I will be a returning one. Thanks T&G Craig H.

Very good at pointing out problems & potential problems. Repaired things that needed immediate attention & quoted prices for things that could be put off for a while.

On time arrival. Thorough analysis of problem. Quick solution. Mark, the service technician, was pleasant, knowledgeable, helpful. Excellent experience.

Thornton and Grooms was immediately responsive. They sent someone over within a few hours of my call. (I had tried 2 plumbers previously...multiple calls ...no response) They were knowledgeable, patient and did an excellent job. I would call them again without hesitation.

Mike Fitspatrick was very helpful, in response to problems encountered. It seemed there was lots of errors done by the rest of the of the people at "T&G". They had a week to reserve the proper equipment. They got the wrong digger first and that slowed them down, when they got to my house, to start to dig. They did not seem to know the scale of the operation. If they knew, they did not inform me, where the digger was going to escape to. It seemed reasonable that the digger leave the way it came in. The digger left by the back part of my lot, over an off street parking pad; after it came in over the neighbors front grass. I got the idea that, that was an oops. They did not communicate to me well where the hole would have to be dug with any specificity, and what parts of the fence needed to be removed. When I wanted to put a concrete pad in the back of my house lot. I had to submit a drawing with measurements, to the City Zoning Board, of what I wanted to do. It seems reasonable to me I should get the same communication style as I have to give the City of Dearborn. I had to ask, pry from them, what fence pieces needed to be removed. I mean to say that I used this rating service, "AL" to get a questionable rating, before they even started digging, to get some attention. from "T&G". You might call it site plans. They removed more additional fence, and posts, as the job progressed. If I did not have a rear access to the service ally next to my house, I would have had to repair two fences, not just one. I feared making my next door neighbors, into a group of people who would hate me, while I tried to fix part of my house I had to rattle "T&G's," cage, by getting a message to Angie's List; which then went to a "T&G" boss, for some idea of how my neighbor's fence was going to change. This seemed to add to a general lack of communication on their part, about how the homeowner, me, was to accommodate the contractor. I wondered, what rating to give them? Never having done this job before on the house. It was nerve racking. 1. Got to Do this to stop damage to the house. 2.Cost. 3. Having to disrupt my neighbors, and their fence. Having to reinstall a fence that I did not put up, Mostly by my self. I know contractors want large jobs, not just weak excuses to go to someone's house. Most interesting was the settling needed for the earth on top. When was it ok to start putting up the fence? Was the fence going to collapse as the back yards convulsed? I was left with a huge lump of dirt more than when I started. How is this going to be fixed? If the contractor did work inside my house, he would have had to take all the broken old stuff with him. The stuff that was not the new concrete or the new pipes.

Very professional and prompt. quickly diagnosed the issue. Cleaned the A/C unit, and noticed there may be more issues with the new unit and recommended a full inspection.

Went great! This company made up for a previous mistake with nothing but first rate service! This has been the best company I have used on Angie's List!!!

Thornton and Grooms staff is always courteous, professional, knowledgeable and on time! Love these guys!

Thornton & Grooms have done my plumbing and boiler hot water heat servicing since 2010, I have always been very satisfied with their work. Mark Hooton (who has worked on my boiler in the past) was out today and he is excellent in both the quality of his work and explanation of what needs, or does not need to be done. He also set up an appointment with Keith Smith (replacement specialist) for a boiler replacement quote as mine is 20 years old and he thought it smart if I knew my options. Every person that I have dealt with at Thornton & Grooms has met my expectations for helpfulness, honesty, and quality of their services.