ComplaintsforThomas & Galbraith Heating, Cooling & Plumbing

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  contracted Thomas and Galbraith to fix our A/C. Tech claimed I put freon in the unit began yelling (We NEVER did). said I must pay him and additional $1k to do a freon recapture or would leave. Agreed to pay. He came inside screaming was quitting demanded $715.00 right then. Said he is afraid we will sue him. I told him I will only pay if he finishes.... he said put us in collections left in rage. Ring Doorbell video. called T&G S***** REFUSED fulfil the contract. She said we must get another company would accept their finding. called ***** ********. He found T&G tech didn't finish install the Solenoid created a false read on freon, and the disconnect box installed was used substandard not new as told. T&G won't respond. Note: still trying to charge me $715 didn't finish work and put on used parts. ****** did fixed w/o freon. pics of the USED disconnect box they installed. I had to pay have removed. 1. The tech they sent was not capable of fixing the machine in the first place. 2. They put used equipment on my home... this is not safe and would fail early. 3. The Tech yelled at me and made false accusations due to his own incompetence. 4. S***** supervisor also false accused me and refused to honor contract or send another repair person. 5. S***** is the one that told me to call another company to do the repair. 6. They are now billing me the full amount despite NEVER completing the job, costing us extra time to get A/C and i have a health condition made much worse by heat. 7. T&G only fix a ground wire. 8. The disconnect box he installed that was used and unsafe.... paid other co. to remove

  

  Business response

  08/16/2024

  I spoke with this client at length prior to his complaint. His accusations are unfounded and we will no longer be servicing this account. We will void his invoice to resolve this complaint.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  However, I would like it noted that the evidence provided is accurate and verified by 3 separate ***** ******** Technicians including their head technician.  We have 6 witnesses to the Thomas & Galbraith tech agreeing to fix it same day before I would sign his contract.
  
  We are incurring the cost to have his used Disconnect Box removed since it is very used. We also paid for a new solenoid not knowing if the one they provided was used or not... though it tested okay.  This case is very solid and not unfounded as they claimed.  Had they sent more qualified tech they would have seen this.
  
  Their tech didn't hook the Solenoid up correctly missing a wire that made the Blower not work.... which gives a false reading on the Freon level.  See pics of the ***** ******** reading proving our Freon was low and didn't need any. Also, the pic ****** took of the solenoid before touching it proving it was missing a wire. If the Thomas and Galbraith manager had worked with me, they would have been paid that day and I wouldn't have found out about the used disconnect box.
  
  Note: This is my first time using the Better Business services ever and I'm in my fifties.
  
  I will accept the void of contract and invoice they offered, and not pursue this if they keep their word. 
  
  
  Regards,
  
  ****** *****
  
  
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm still paying almost 1800 dollars for a furnace issue that was not fixed at all. They charged me almost 1800 dollars to replace a motor and supposedly another part. It did not work. I was very reluctant to call them back to resolve the problem because I did not trust that they would give me an honest assessment. I did request them to come back without charging me a service fee, and I had to be insistent about that. They did come back and I watched them closely, which I had not done the first time. I felt like I should not have to do so. They said that it was a circuit board and voltage issue?? This was not at all mentioned by the first technician. They were going to charge me another 1300 dollars to fix it. I said forget it. Since they said that it was a circuit board and voltage issue, we had our electrician come and check. He said that there was absolutely nothing wrong with the circuit board or voltage, and that they were trying to get more money. The problem is still not resolved and I'm paying for absolutely nothing. We can't afford right now to have anyone else look at it because of the 1800 we are still paying. They ripped us off and I'm very upset. That's a lot of money to pay for nothing. I want a refund.

  

  Business response

  06/19/2024

  This client is speaking out as retaliation for our placing her on a Do Not Service list. We attempted to assist his client with her 13-year-old system in December of 2023. At that time, our technicians found that her unit was in a state of disrepair and had not been serviced or maintained since its install. During this appointment, we replaced Inducer Motor and the condensate collection box, which was discounted, as is noted on the invoice she attached. System was operational upon completion of these repairs. We did not hear anything from this client for almost 2 months, when she called in again to say her system still was not working properly. Upon our return visit, which we did at no charge as a courtesy, we identified other issues with her aging system. Due to her lack of maintenance, the issues were mounting. We provided her solutions by a Senior Tech, and she declined the repairs in February of 2024. Her attempt to blame us for the condition of her system was noted, and after numerous phone calls and accusations, we placed her on a Do Not Service list.
  

  I have attached the Zero charge invoice from February with its notes, as well as a snapshot of all the calls made in February during which she blamed us for her system not operating properly. 
  

  We work very diligently to resolve issues with our clients and provide them the best information we have and offer solutions for repairs by our well-trained technicians. It is always disappointing when a client decides to blame us for the state of their system when we had nothing to do with it.
  

  We will not be issuing a refund for this client and will continue to have this account as unserviceable.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Promised a refund that never happened.

  

  Business response

  03/22/2024

  Thank you for reaching out with your concern. As agreed upon, your refund check was actually cut yesterday and will be in the mail today from ************. You should see it the beginning of next week. Please note: the return address on the check is our parent *** *****, check #*****. Please feel free to call is you have any other questions or concerns.

  Customer response

  03/22/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  **** ******
  

  Customer response

  03/22/2024

  Thomas and Galbraith has been promising us a refund for a month now and we have never gotten it. We were told February 26th that the refund of $908 had been sent. It never came. We were told on March 12 when I met Ryan C******** in person that a check had been cut and we were receiving it soon. We were told the check would be to me before March 22, today. Now we are being told that the check was cut yesterday and mailed today. I’m sorry but to me that’s just another lie so I reject them saying the matter is resolved. I offered to pick up the check but Heather told me today I could not. I don’t believe anything they say. Why not put it back on the ******** ******* card? I have documentation to support all of these facts. 

  

  Business response

  03/27/2024

  Paid in full on 03/21/2024 Printed Check: #***** $908.65

  I'm sorry for the delay in getting this check to you. We were unable to credit back your credit card because the charge was from October of 2023. We had to cut a check. We had some procedure changes in accounting and this took place after your check was requested, delaying the payment. I'm sorry you feel you can't trust us. We have provided you the information you requested, you just aren't happy with it. For that I am sorry, but sometimes things take a little time. The reason you can't "pick it up" at the office, is the checks are cut and mailed from ************. I'm sure you will receive it this week, if not today.

  Customer response

  03/27/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  **** ******

  I have been told this story since February and we are now approaching April. Today is March 27th and still no check so it is not coming today. We were in ************ and could have picked up the check but was told no which is why we do not believe what we are being told. Please explain to me how a company can be trusted after being told lie after lie and we have proof from emails. Ryan C******** told me Friday that a person named Sherrie would reach out to us as he has spoken to her about our check. She never called or reached out. No one has. BBB please let us know the next step as this company is not honoring their word and promises. 

  

  Business response

  03/29/2024

  Paid in full on 03/21/2024 Printed Check: #***** $908.65

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been using T&G for the past two years to do tune ups on my AC and furnace. I had no complaints until recently. Our furnace had been working fine throughout the winter. On 2/8/24, their technician came for a regular tune up. No issues were found. Their technicians seem to be pretty solid and well-trained. However, on 2/11/24, the system completely shuts down. After calling out another tech, we find that it's a faulty valve that has shorted. As part of that visit, they did a more thorough visit and find that the hear exchangers are quite worn and cracked. Ok, those are big things and our system was pretty old so we opted to buy a new furnace. The next day, they do the install. Everything seems to go smoothly. The heater is running, the house is warm. Great! The next day, the system shuts down. Tech comes out again and we find that the blower motor is malfunctioning. The tech replaced it and the system works again. That night, the system shuts down again. Tech comes again the next day and finds that the system shorted itself and another valve is allowing too much gas. So they make an adjustment, the system works. Now tonight, the system has again shut itself down. I should mention that the 24/7 assistance claim is just a load of BS at this point. I have now called their line after 9 pm 4 times. Each time, the answering service takes my info but I never get a call back from anyone. It's Feb and it has recently snowed and it's freezing outside and I have no heat in the house (which I noted to the operator). At least a phone call from the on call tech would have been nice. As of 2/20, I will have had 4 visits from them in 4 days. My confidence in this company is totally shot. I should also mention that because I had to call them so many times, I lost my 3 day weekend due to waiting for them. Despite all of this, no one from their management has reached out to understand how they could win back my trust. I just want a furnace that will reliably heat my house

  

  Business response

  02/20/2024

  Thank you so much for reaching out and explaining this issue so thoroughly. It gave us reliable source of material for our call, that I believe went very well. I regret that we have not addressed it more effectively to date and will continue to support your needs until all is resolved. The issues you have with your new system are beyond frustrating, and unfortunately, they are not that uncommon. After any major system install there is a period of time that initial failures can surface, whether mechanical or operational, and we will remedy them. This can range from an initial failure part from the manufacturer, like your inducer motor, to the flow and pressure of a gas setting. As discussed, this is where I believe our issues developed, and you are correct at pointing out the need for more expectation setting during the sales call and the installation. Sharing this information with our clients and preparing them for these adjustments is where we seem to have failed you, and I apologize for your inconvenience and frustration. I am planning to address this with the Director and Managers, and we will put forth a plan to better inform our clients of these potential adjustments during sales calls, and to follow our installs with a Sr. Service Tech who will go over the entire system after an install to insure proper operation. I am also looking into the how the afterhours calls were managed by our service as communication is the cornerstone of good service, and we take it very seriously.
  

  Again, I thank you for bringing these issues to our attention and for graciously talking through it all with me this morning. I am disappointed that our service fell short for you and grateful for feedback I can use to improve our processes. 

  Customer response

  02/28/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  While the installation issue has finally been resolved by 2 more visits after my initial complaint.  The company has not done anything else to resolve my loss in trust and my loss in work time and vacation.  I had to work from home for 3 days straight as well as lost part of my 3-day weekend because I needed to be at the house to wait for their technicians.   I would have expected the company to offer a credit or gift certification for my loss in time.  But they made no mention of this. If this issue happened at a restaurant or a retailer, they'd bend over backwards to win back my business.  This hasn't happened at all.  So because there has been no desire to try and win back my business and trust, I may need to cancel my future work with them. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came a fixed the sewer smell. Which had nothing to do with the walk pipes. The charged the church $2700.00 . They refuse to return my phone call or come back. The problem is still occurring. I asked them to send me a copy of the work. Nothing yet. I trusted Thomas and Galbraith they have lost our business

  

  Business response

  02/01/2024

  We are sorry that you feel you did not get your problem solved. It's important for you to understand the situation in case it wasn't clear at the time of service. We performed a stack replacement to get access to auger the drain line. After the stack was in place, the sewer supervisor could not get passed the 90 under slab, so we quoted that repair as well, but you declined that work. This is a necessary step to find exact where the smell is coming from as smells are very hard to point out and sometimes is a step by step process. It's unfortunate that you have this issue with your sewer line, and we are happy to do the repair as quoted.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new AC and furnace assembly replaced with new wiring for the new heat pump on 11/09/2022. We since have received a letter from the county building inspection and they came out to do the inspection but could not proceed due to the company not obtaining the building and electrical permits required, which is their responsibility. I have called numerous times and told that they would send a message to a manager. I have been called back by Rodney, who said he would look into it but has not responded. I last called on 01/04/2024 and again told that it would be passed on to a manager, again with no response. I am worried that if the electrical work they performed may not have been completed correctly and we cannot get it inspected to make sure without them getting the permits.

  

  Business response

  01/17/2024

  Thank you for bring this to our attention. Our permit manager is trying again to reach out to the IBI and has been told they are many months behind currently. Attached is the IBI permit we pulled 9/14/2023. IBI should have already processed and been able to set this up for our client. Unfortunately IBI has been has had issues with their employees and having them follow up and get inspections done. We have reached out again on your behalf and will share whatever response we get.

  Customer response

  01/17/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below. Boone county zoning and inspections advised me that Thomas and Galbraith has to contact their office at ###-###-#### to obtain the electrical permit and have a CE licensed electrician do the inspection. We are not responsible to set this appointment up, Thomas and Galbraith is.  
  
  Regards,
  
  **** ******
  

  

  Business response

  01/31/2024

  We have engaged an electrician to pull the permit and address the concerns.
  
  He has to get his license reinstated with ** which could take 4 weeks.
  
  We are actively working on this

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as it is actually taken care. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end of November 2023 we had a new furnace & air conditioning unit installed in our home. The furnace worked approximately 2 weeks until 12/13/23. Since that time we have had someone come out almost every day since to repair our supposedly NEW system. After every visit the system would work briefly then stop. As of today 12/18/23 a technician came to replace the main circuit board in the unit & it still does not work ( did I mention we are under a winter weather advisory with no heat ). We spoke to a manager last week & he had our ventilation pipes replaced on 12/16/23. The system still did not operate correctly I called the manager back on 12/16 & he had the circuit board replaced today. Now someone is supposed to come on 12/19 to replace the ‘pressure valves’ . I called tonight 12/18/23 to have a manager to call us back again. No one has called us back as of yet & we still dont have heat. We have been trying to heat our house for days with just space heaters. This is highly unacceptable for a ‘ New System ‘. I can never reach anyone directly about the possibility of installing a new unit. No one has ever followed up to make sure the furnace is working, not to mention I have to make sure someone is home everyday so they can continue to try and fix this lemon of a system . Nothing less than another system that works properly will be satisfactory at this point.

  

  Business response

  12/19/2023

  Thank you so much for your feedback, *****. It was nice to talk with you this morning, and I concur: the number of return visits was excessive. Typically, there will be adjustments that need to be made after an installation, and usually, those adjustments result in a properly running system. That is always our goal. Very occasionally, we run into a situation where, despite their best efforts, our team is unable to accomplish that goal.  Be assured, their intentions were good, and they wanted to get the system up and running. Hoping that one more adjustment would resolve the issues is not always the case, and we apologize for not reacting sooner to replace the unit. As discussed, we are going to install a new system tomorrow, and our tech will come out today to get it running until then. Please call me directly if you have any comment, questions or concerns.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called by company. They were supposed to be here between 2-4 pm today. They called at 230pm. They stated that the basement was full of sewage and would not come out till it was removed. There is no sewage there is some mud which we have cleaned up. Not sewage. Company was here last week and said nothing about this. If they thought the there was sewage they certainly should have told us last week. I just feel that they either got busy or did not want to do the job.

  

  Business response

  12/14/2023

  Thank you for reaching out. We would be happy to service your home however the technician who was out there last week is the one who alerted us to the safety hazard of the existing sewerage he encountered. As you were told the numerous time you called, we cannot endanger our Technicians by sending them into an unhealthy environment. When I spoke with your wife, she commented regarding the sewage, that you had "covered it up". That is not the same as remediating. If you have a company come in to remediate and present us with proof it has been cleaned up, we would be happy to service your home again. We work with a company we can recommend, and they could remediate the sewage at your expense. Please understand our situation. We must protect our technicians.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HELLO, THIS IS THE BROTHER OF ***** ********** WRITING TO YOU FOR HELP. MY' SISTER IS 67 YEARS OLD AND HAS LIVE AT THE FAMILY HOME FOR 62 YEARS, SHE IS ON SOCIAL SECURITY RETIREMENT. A VERY LOW FIXED INCOME. BACK IN OCTOBER OF THIS YEAR SHE REACH OUT TO THE >> THOMAS & GALBRAITH HEATING COMPANY PHONE # ************ AND ************* TO LOOK AND REPAIR THE HOMES GAS HEATING FURNANCE >> THE SERVICE CALL COST $100.OO AND REPAIR WORK COST $528.OO TOTAL OF $628.00, THAT WAS OKAY BUT JUST 3 WEEKS LATER THE HOME HEATING FURNANCE WOULDN'T COME ON. I DID THE RIGHT THING AND CALL THOMAS & GALBRAITH HEATING COMPANY TO COME OUT AND LOOK AT THE FURNANCE>> THEY SAID THAT THE HEATING FURNACE WAS GOOD TO GO BUT NOT TRUE. THEY CAME OUT A 2ND TIME ON 11/24/2023 AND YES, MY' SISTER HAD TO PAY ANOTHER SERVIVE FEE OF $100.00 & 328.00 FOR MORE REPAIR ON THE SAME HOME HEATING FURNANCE THEY JUST WORK ON 3 WEEKS AGO. BUT JUST LESS THEN 2 HR'S AFTER THE SERVICE WORKER LEFT THE HOME. THE HEATING FURNANCE WOULDN'T SHUT OFF THE HOME GOT HOTTER & HOTTER , CALL THAT SAME SERVICE WORKER AND HE TELLS MY SISTER TO SHUT OFF THE FURNANCE AND THE THERMOSTATE OFF. AND TELLS HER SHE NEEDS A NEW " THERMOSTATE " NOW THIS IS JUST LESS THEN 2HR'S AFTER HE WORK ON IT. AND TELLS MY' SISTER IF HE CAME BACK IT WOULD BE ANOTHER $100.00 SERVICE FEE & $500.00 TO INSTALL A NEW THERMOSTAT >> THAT IS WRONG VERY WORNG. SHE IS 67 YEARS OLD AND LIVES ALONE AT THE HOME. THEY HAVE TAKING AND TAKING HER MONEY. I HAVE CALL & CALL AND TALK WITH MANAGMENT THEY DON'T CARE. TO LEAVE A 67 YEAR OLD LADY WITH ON HEAT BECAUSE OF A SIMPLE GAS THERMOSTAT THAT COST AROUNG $40.00 IT'S NOT RIGHT AND AFTER ALL THE MONEY PAID OUT TO THIS COMPANY. AND THEY ALSO SAY >> " EVERYTHING IS GOOD TO GO " >> PLEASE HELP. THIS IS HER BROTHER ***** **********. ************* THANK YOU.

  

  Business response

  12/15/2023

  I will attempt to point out the misinformation that has been presented by our client’s brother.
  
  HELLO, THIS IS THE BROTHER OF ***** ********** WRITING TO YOU FOR HELP. MY' SISTER IS 67 YEARS OLD AND HAS LIVE AT THE FAMILY HOME FOR 62 YEARS, SHE IS ON SOCIAL SECURITY RETIREMENT. A VERY LOW FIXED INCOME. BACK IN OCTOBER OF THIS YEAR SHE REACH OUT TO THE >> THOMAS & GALBRAITH HEATING COMPANY PHONE # ************ AND ************* TO LOOK AND REPAIR THE HOMES GAS HEATING FURNANCE >>
  This was not a heating repair, it was a gas line repair to the furnace. It had nothing to do with the operation of the furnace.
  

  THE SERVICE CALL COST $100.OO AND REPAIR WORK COST $528.OO TOTAL OF $628.00,
  The total cost was $546 which included the service charge, as client did not have a maintenance plan with us.
  

  THAT WAS OKAY BUT JUST 3 WEEKS LATER THE HOME HEATING FURNANCE WOULDN'T COME ON. I DID THE RIGHT THING AND CALL THOMAS & GALBRAITH HEATING COMPANY TO COME OUT AND LOOK AT THE FURNANCE>>
  This was a furnace issue not related to the previous call.
  

  THEY SAID THAT THE HEATING FURNACE WAS GOOD TO GO BUT NOT TRUE.
  Upon completion of the repair, system was working properly.
  

  THEY CAME OUT A 2ND TIME ON 11/24/2023 AND YES, MY' SISTER HAD TO PAY ANOTHER SERVIVE FEE OF $100.00 & 328.00
  The $332 was for the furnace repair on 11/20 which was not related to original gas line repair.
  

  FOR MORE REPAIR ON THE SAME HOME HEATING FURNANCE THEY JUST WORK ON 3 WEEKS AGO.
  The repair on 11/24 was done at no charge as a courtesy because of the previous repair.
  

  BUT JUST LESS THEN 2 HR'S AFTER THE SERVICE WORKER LEFT THE HOME. THE HEATING FURNANCE WOULDN'T SHUT OFF THE HOME GOT HOTTER & HOTTER , CALL THAT SAME SERVICE WORKER AND HE TELLS MY SISTER TO SHUT OFF THE FURNANCE AND THE THERMOSTATE OFF. AND TELLS HER SHE NEEDS A NEW " THERMOSTATE " NOW THIS IS JUST LESS THEN 2HR'S AFTER HE WORK ON IT. AND TELLS MY' SISTER IF HE CAME BACK IT WOULD BE ANOTHER $100.00 SERVICE FEE & $500.00 TO INSTALL A NEW THERMOSTAT >>
  This was presented as a possibility however our tech was not allowed to return to the home. Unfortunately, with a system that is nearly 25 years old, once things start failing, it’s not uncommon for there to be other issues. We left a repair quote with her and tried to schedule the repair but client would not let anyone in her he when she was alone.
  

  THAT IS WRONG VERY WORNG. SHE IS 67 YEARS OLD AND LIVES ALONE AT THE HOME. THEY HAVE TAKING AND TAKING HER MONEY. I HAVE CALL & CALL AND TALK WITH MANAGMENT THEY DON'T CARE. TO LEAVE A 67 YEAR OLD LADY WITH ON HEAT BECAUSE OF A SIMPLE GAS THERMOSTAT THAT COST AROUNG $40.00 IT'S NOT RIGHT AND AFTER ALL THE MONEY PAID OUT TO THIS COMPANY. AND THEY ALSO SAY >> " EVERYTHING IS GOOD TO GO " >> PLEASE HELP. THIS IS HER BROTHER ***** **********. ************* THANK YOU.
  There were 26 calls made regarding this between the client, her family and our company. We finally convinced her to let us in and we would make the quoted repair and replace the thermostat at no charge in an attempt to keep the system running. Client accepted and a return call was scheduled. When our tech called to let her know he was coming, he was once again told not to come. We attempted to convince her to let us come and make the repair, but she wanted to talk to her family first.
  Once the client’s brother became involved, he rejected any charges for additional repairs and tried to demand that we come and replace the thermostat for free without making the other necessary repair. When we told him we were including the thermostat with the repair only, as his sister had agreed, he began posting negative reviews on all the social media boards.
  There is no job to finish except the quoted repair, which has been declined by the brother who made this complaint. He expects us to keep making repairs on an old system without charges and we are unable to accommodate. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thomas and Galbraith were called to my home on 10/24/2023 due to my sewer line backing up. When they came out they were un able to clear it and quoted me $6500 to do a spot repair on my line. On 10/30/2023 they came out to do the job but were unable to start due to a car being parked on the street in front of the house. Then on 11/1/2023 they finally came out and started to dig to find the sewer line. During this dig they hit my water line which resulted in me losing water to my house. The also discovered that my water line was lead so they then stopped the job and told me that they would come back to do the job once the city fixed the water line because the city had a LEAD water line replacement program. After finally getting the city out, I found out it was going to be another 2-3 weeks before I could get my water line replaced. At this point I contacted T&G to do a temporary repair of my water line to get me service back. Finally, on 11/16/2023 T&G came out to do my sewer line repair and restore water to my home from the line that they broke. I was not contacted that they were going to do the repair that day so I was not home to witness the repair. I showed up after the work was completed and asked about scoping the rest of the line to ensure the issue was resolved and I was told that someone else would come to scope the line so I payed for the services. On 11/17/2023 I then discovered that my sewer line was backed up again so I called T&G back out. When they came out they found more bad sewer pipe one foot from where they did the repair. Upon confronting them about repairing this part of the line as part of the original job, I was told that this would be a new repair and that it is not part of the first repair. They offered to quote the new job for me and I declined. I believe that I should be reimbursed the full amount ($4499) because they did not resolve the issue that they originally came out for and I now need to hire another contractor to do the repair.

  

  Business response

  11/21/2023

  We are sincerely sorry that you did not have a positive experience with our recent project work. Although our technicians always try to do the best job they can for our client, there are sometimes external factors that affect the outcome, and your job was certainly no exception. We have reviewed this project with all managers involved and informed the appropriate Directors to the situation. It is being addressed internally with all involved. Please accept our apologies and we will of course, refund your payment back to your original payment method. We hope you will allow Thomas & Galbraith the opportunity to assist you with your future home maintenance needs. 

  Customer response

  11/28/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  I have not yet received a reimbursement. I will mark this as resolved once I receive my money back.

   

  
  Regards,
  
  ***** ********
  

  

  Business response

  12/19/2023

  As we discussed at the time of the credit, once the funds leave our bank, it is up to your credit card company listed on the back of your credit card to post the credit. Some banks take longer than others, but it is out of our hands.  We applied the credit to your credit card on 11/29/23 per the notes. Client has been sent a copy of the credited invoice. I have checked on our side and the money transferred without incident. For your reference, I am attaching a copy of our "completed transaction" from our bank.

  Also attached is the invoice showing the credit was applied. Here are the notes:
  

  11/16/2023 Credit Card Success ****** Exported 98970 $4,499.00 (of $0.00) Refunded
  

  11/29/2023 Refund - Credit Card Exported Refund of the balance paid by the client due to issues with the work. Refund approved by management and should resolve issues leading to complaint to the BBB. 99737 $-4,499.00

  Again, this is an issue with the client's bank. We have no control over them. We would appreciate the client bringing this complaint to a close. We have done everything as was agreed.

   

  Customer response

  12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

*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. ↩