Thomas & Galbraith Heating, Cooling & Plumbing Reviews (%countItem)
Thomas & Galbraith Heating, Cooling & Plumbing Rating
Address: 9520 Le Saint Dr, West Chester, Ohio, United States, 45014-2253
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Thomas & Galbraith has refused to provide me with a explanation of why the hot water heater in my home needed to be replaced. This information is needed for insurance purposes for my home warranty. The technician that came out on 8/17/2018 to do a consultation on my hot water heater verbally said the hot water heater needed to be replaced. However, the “Summary Of Findings Observation portion, said only “Water Heater Quote” and in the Findings portion “1.) *** white water heater 10yr parts and labor Standard $ 2399 Carefree $ 2057. My wife called two times on 8/29/2018. The first time to request the information and the second time she left another message for the individual that emailed the same exact form that the technician had left on 8/17/2018 and this is not what she had requested. My wife then requested that a Service Manager and President of the company call her in regards to the poor customer service. A Service Manager called me on 8/29/2018 at approximately 8:00pm. He explained that the message was received and he would work on our request the next day 8/30/2018 and give me a call back. I never received a return call. My wife called again on 9/4/2018 and and left a message for the same service manager I spoke with on 8/29/2018 to return the call. I have yet to receive the requested documentation.
It was explained to Mr. that a team member in the office is working on his request and would provide it as soon as available. The initial request received from the customer asked for an itemized breakdown of the charges. Thomas & Galbraith quotes all work by the job, this removes for any surprise charges to the customer. A tactic often used by other less credible service providers. As stated to Mr., the office will provide an email to him stating a visual inspection of the water heater found it to be leaking from the bottom of the tank. During the visual inspection it was found that their were no repairable connections leaking. Thus, replacement was the only option.
After filing my complaint with the Revdex.com on September 4, 2018, my wife reached out to Thomas & Galbraith again on September 7, 2018. She spoke with the same individual I have spoken with on two separate occasions (August 29, 2018 and September 4, 2018). He informed my wife he would email the information we requested. He was suppose to email the information we requested on September 7, 2018 during business hours (a statement explaining why our hot water heater needed to be replaced). We have yet to receive the information. Every time we speak with this individual, he says the same thing and never follows through with sending the requested information. It has been ten days since our original request. As we have explained on every single occasion that myself or my wife have spoken with this same individual, (that identified himself as the customer advocate), this information is needed for our home warranty insurance. Without this information we are not able to submit our claim and this issue is NOT RESOLVED until we receive the requested information.
The customer submitted a request via *** for a quote for a tankless hot water heater. When our agent spoke with the customer, she explained that this was a free quote and not a diagnostic visit. On 9/7 @ 5:22pm an email was sent to ***@*** stating that the plumber completed a visual inspection and found the tank of the water heater to be leaking, this is non repairable and thus the water heater needed replaced.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards
I would have given them a 0. But there is some good workers that are doing a good job. Yes they haven't finished the job yet. First it was canceled for busy and a rain delay. Third time was for the truck broke down. Got the truck fixed then,4th time the machine broke a cable, that was fixed a day before. Had to wait a total of a week and a half. I'm still waiting. They said that it would be done tomorrow. I don't have the feeling that it will be. Oh, how they got me was when the truck was broke, not knowing when it would be fixed. Came out and dug a eight ft. hole and it took a six days before they came back to finish and the cable broke. Please read this. And take your business somewhere else. I wish I had.
Used vendor in the past with plumbing issues-no problems. Setup AC repair 5/24. Advised very busy, set appt. time between 12-5pm 5/30. Vendor was a no call, no show. Called 6pm 5/30 & was advised still on the list. Called again 7pm, advised was unable to make appt. & tried to re set appt. for 6/4. UNACCEPTABLE
Plumbing tech. Arrived two days early at wrong time of day. Did not know what he was scheduled to repair. Dissasmled water inlet pipe to replace shut off valve. Claimed he could not solder new joint due to water in line. Did not have tool to shut off water at street. When I criticized his poor job he left angry and we had no water. A call to Thomas & Gailbraith was met with indifference and curt response. Worse in home service experience we have had.