Complaints
This profile includes complaints for Thomas Service Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:05/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Quoted a price then charged higher....capasitor part and cleaning hour labor charged over 1000$...cleaning not done ...occupants resources used but not reimbursed....THOMAS hvac refused to adjust payment...Customer Answer
Date: 06/03/2024
They could not give me a accurate quote before they charged me without my approval. I ASKED for text or email of invoice..They did not send...only a week later after asking multiple time did I finally see my bill....I was told 99$ services fee...I was charged 150$....I was told they were gonna clean unit ...$468...pictures attached show dirty unit...I am asking for adjustments of $50+468...to be reimbursed to me...Customer Answer
Date: 06/03/2024
I was charged before I obtained a invoice...I asked for email and txt invioce they didnot give...Finally after repeated calls a invoice was mailed...On the phone I was given a quote of 99$ service call....I was billed higher.....$150....the unit was not cleaned and leaves debris trash are on coils at the bottom of unit..see attachment pictures..I am asking for 50$ off service diagnostic fee and refund of uncleaned HVAC unit...$533.70....I had asked for adjustment in my bill and ****** refused.
Business Response
Date: 06/25/2024
Date Sent: 6/24/2024 1:24:38 PM
good afternoon. After review this is not a customer of ours and the invoice attached to the complaint is from Thomas service company and that is not us. It was a company in ********Business Response
Date: 06/25/2024
6-25-2024 Please disregard the first business reply. I have not idea who sent that. It was not Thomas Services. Below is the reply from ***************************.
Customer agreed and approved *********************** by phone with the technician. The service fee was not $99 it was $150 (rental property management service fee). His claim that the issue was not fixed is incorrect. The system is cooling and functioning. Compressor and evaporator coils were cleaned as indicated on the invoice. The customer has spoken with our office several times on recorded lines, so his claim that he has not been able to reach anyone is incorrect. The customer called and asked to speak to a manager on a recorded line. He was not happy with the cleaning. There were leaves and debris in the bottom of the unit; however, the coils were spotless. This was even indicated on the picture that he posted. He never once said the unit wasn't cooling. I believe the confusion is that the customer expected the whole unit to be cleaned. A total unit deep clean is a different price that was quoted and paid. The manager was not available at the time of call, and when our office contacted him, he told our team to create a new work order for another tech to go out. Customer called again. The manager called him back and listened to his complaint and said we would come back to clean it to his satisfaction. ******** continued to complain and threatened social medial backlash, yelled, and screamed at the manager saying he wanted his money back. He would not allow us to come back out to clean out the debris; therefore, we were not allowed the opportunity to satisfy him. The work order to go back out was cancelled, and he was placed on the do not service list. We performed the services that we charged him for. The unit was functioning and cooling properly, and the coils were cleaned.
***********************.
Customer Answer
Date: 06/26/2024
Complaint: 21734621
I am rejecting this response because: coils still have dirt leaves and debris against them...I have asked for a deduction or discount in sub-par cleaning....****** rejected..
Sincerely,
******************
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