Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Complaint: 22389118
  
  I am rejecting this response because: I am not satisfied with the reply from Thornton Heating at all. Let me be very clear here again, it is clearly Thornton Heating choose not to reply my request AT ALL. Thornton Heating JUST showed they refund me $676.31 which is NOTHING regarding the request about me to contact  BBB, because before I contacted BBB,  Thornton Heating had already to refund me $676.31 upon i directly contacted Thornton Heating on my own. 

  
  

  I had contacted BBB to on my behalf to request Thornton Heating company to refund me $****** which they claimed to come to my house to clean my steam boiler , the true story was Thornton Heating did NOT clean my steam boiler at all, not only they did not clean that for me ,basically the technician lied to me he did clean for me which he DID NOT, regarding this detailed i have already sent very clear videos and photos to show both BBB and Thornton Heating, because I requested Thornton Heating to refund me $****** for so called cleaning fee.  All the evidences i provided are very clear, the photos and the video to show Thornton Heating indeed did not clean that for me , because later I hired another company to fix my steam boiler and also cleaned my steam boiler, during the process of cleaning my steam boiler I took the video and the photos , say it again, it was so dirty and  no any clue to show Thornton Heating did clean my steam boiler in the September. 

  
  

  Let me be clear, I totally paid Thornton Heating $1217.15, before I contacted BBB, I contacted Thornton Heating directly several times, then Thornton Heating refund me $676.31 , but I needed them to give me full refund which means they needed to refund me the rest which is $540,84.  When Thornton Heating replied to BBB regarding my case, Thornton Heating still mentioned they did clean my steam boiler which is absolutely lie!!!! Not to mention Thornton Heating technician damaged my steam boiler, I do think the Thornton Heating technician indeed purposely damaged my steam boiler in order to let me pay more, that might be their company strategy to make money , too bad. 

  
  

  And also in Thornton Heating reply , they mentioned since 2020 my steam boiler did not clean, it is just a joke, I did not hire Thornton Heating to clean my steam boiler in 2020, 2021, 2023, so does it mean i did not hire other company to clean for me ? it is so funny. I bought this house at 2020. In September of 2024, it was my first time to hire Thornton Heating to handle my steam boiler, what a horrible experience, let me say it again, Thornton Heating technician not only damaged my steam boiler, also did not do actual cleaning at all, that is why I was contacting BBB to request Thornton Heating to refund me $******, which so far Thornton Heating did NOT refund me yet!! 

  
  

  Not to mention after Thornton Heating came to my house, later I need to pay more than thousand dollars to hire another company to fix all the problems for me, let me be very clear again here, before Thornton Heating came to my house, my steam boiler was working fine , after Thornton Heating leaving, my steam boiler cannot work at all, Thornton Heating said they did clean for me, when the second company came they fixed all the things for me plus cleaned my steam boiler , during the cleaning , I took all of the evidences of videos and photos it is clearly shown Thornton Heating did not do any cleaning work at all on my steam boiler , that is the reason I contacted BBB to request Thornton Heating to refund me the rest of so called clean fee which is $ ******, my inquiry is very reasonable and logic ,  there is no any reason i needed to pay Thornton Heating, this company is so horrible. 

  
  

  In my whole life, I used tons of all kinds of company to do all kinds of things regarding my house things, i never had any conflict with anyone. This is the first time I feel so angry , i DO NOT think Thornton Heating is the good company, and every time when i tried to contact them, they were always bragging themselves. Unbelievable!!!! 

  
  

  best

  
  Sincerely,
  
  Li Liu  ng $540.84+$671. $540.84 he said it was the cleaning and maintenance . then after his leaving, I found my steam boiler cannot be turned on at all and cannot work at all, I contacted his boss and **** to ask and also complained, I was told if I am not happy, they can refund me $671 which they did. But the thing is, before **** came and even when he came , my steam boiler was working very fine ,nothing wrong, right now it cannot work at all, in fact this is fully showing **** damaged my steam boiler on purpose during his so called cleaning and maintenance , the reason he purpose damaged my steam boiler, he always wanted me to replace something so I can continued to pay more, so I requested them to refund me all and also compensate all the damages done to my steam boiler. 

  Business Response

  Date: 11/05/2024

  To whom it may concern, 

  Please see attached email communication between the complainant, the work order for the work completed and the refund we provided to ** ***. 

  The customer reached out to ********************** to perform a cleaning on her boiler. The boiler had not been cleaned or serviced by Thornton Heating Service, Inc. since 2020. We provided the service and unfortunately the customer was not happy with what we provided. Thornton Heating Service, Inc. has been in business since 1959 and we stand behind our work. We do not conduct business under demands and threats. We provided a refund for the part that needed replacement and informed the customer that it would be best if we went separate ways. The refund check was sent out and has been cashed by the customer, so we believed the complaint was resolved.

  Kind Regards,

  ***** ******

  President

  Business Response

  Date: 11/06/2024

  Thornton Heating Service, Inc. a family held business with over 65 years of serving the *********** area takes pride in providing 100% customer satisfaction. We are sorry you did not have the experience we thrive for in each and every job we complete. We will be refunding you the amount you paid for the cleaning and wish you well in your future HVAC needs. The refund will be sent to you via **** mail so please anticipate 7-10 business days to receive it.

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:

  I want to let you know an update which is today I got a mail from Thornton Heating Service, **** and they mailed me a check to refund me $540.84, which means so far they have refunded me fully. So I just let you know. Now I have nothing to complain about any more. 

  Sincerely,
  
  ** ***