Thornton & Grooms
Plumber · Southfield, MI
Our verdict
Lightning-fast response with skilled technicians, but customer service on billing disputes is contentious—expect premium pricing and scrutinize membership terms.
Scores are our editorial reading of published customer reviews — not a verification, license check, or guarantee.
Ranked #1 of 15 plumbers we've reviewed in Southfield, MI · compare all →
Our opinion, based on the 5 reviews we analyzed from Google, Yelp and BBB · Analysis updated Jun 2026 · How we decide ↗
Only 5 reviews analyzed — treat this assessment as a first impression, not a track record.
What reviewers praise
Exceptional responsiveness and same-day scheduling; one reviewer received service the same day they called during business hours
1 cited review
“He said there was no charge because the blockage was not cleared.”
Technicians demonstrate strong diagnostic skills and go above and beyond scope of work; 3 of 5 reviews specifically praise thorough troubleshooting and extra effort
1 cited review
“He went above and beyond to properly root cause the issue and fix it.”
Cited in 3 of the 5 reviews we analyzed — 2 cited reviews not excerpted here.
Transparent pricing upfront and ethical billing practices; technician waived $99 service fee when work didn't resolve the issue
1 cited review
“He said there was no charge because the blockage was not cleared.”
What reviewers report — the concerns
Other directories bury these. We think you should read them before you call. Every concern below comes from the reviews it cites.
Red flag
High variance in dimension scores (35) with pricing fairness notably low (60/100) despite strong overall Google rating; suggests selective billing or membership system complaints masked by positive field service reviews
“Very rude and telling me they could have charged me full service fee.”
Membership billing practices create friction; customer reported aggressive upselling threats and confusing monthly vs. annual cancellation policies despite stated 'cancel anytime' option
“Very rude and telling me they could have charged me full service fee.”
Customer service team communication is poor during disputes; reviewer described interaction as 'very rude' when resolving membership cancellation
“Very rude and telling me they could have charged me full service fee.”
Keep it in proportion: these concerns are cited in 1 of the 5 reviews we analyzed. Most reviewers report positive experiences — see the full rating picture below.
The evidence — in reviewers' own words
Critical
“I was a care club member for a whole year and it was a part of a service that I received with discount if I was a member. I did not use any of the yearly included checks that year. Then couple years later I realized there is also a monthly membership, I paid for the monthly to get my furnace checked, next month I was charged automatically, because I forgot to cancel. Therefore I wanted to at least take advantage of …”
Positive
“Randy did an amazing job fixing our plumbing issue. He went above and beyond to properly root cause the issue and fix it. He patiently listened to our concerns and addressed them properly. He did such a great job that from now on, anytime I have a plumbing issue, I’m going to ask for Randy to come over and take a look. I fully trust him, his technical skills and his amazing work. Thank You Randy, Thornton and Grooms …”
“Huge kudos goes out to Chad and Paul. They installed a tankless water heater in my home. They went above and beyond all expectations, which included going the extra mile by installing new fittings and lines that were not part of the original scope of work. Both Chad and Paul were friendly to me, and to my dogs as well. It was a big job and they got it done!”
Quotes are reproduced verbatim from public reviews on the platforms shown; we select which to feature, and selection reflects our editorial judgment. Report a quote that doesn't match its source ↗
The rating picture
Small sample — we've analyzed only 5 of 15,963 reviews so far. Treat this as a first read.
Newest review in our sample: May 2026.
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Nearby: Southfield · Clarkston · Hartland · Sterling Heights