Thornton & Grooms
Lightning-fast response with skilled technicians, but customer service on billing disputes is contentious—expect premium pricing and scrutinize membership terms.
Small sample — we've analyzed only 5 of 15,963 reviews so far. Treat this as a first read.
Why we're cautious
- 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 (1 of 5 reviews)
- Membership billing practices create friction; customer reported aggressive upselling threats and confusing monthly vs. annual cancellation policies despite stated 'cancel anytime' option (1 of 5 reviews)
- Customer service team communication is poor during disputes; reviewer described interaction as 'very rude' when resolving membership cancellation (1 of 5 reviews)
To be fair
- Exceptional responsiveness and same-day scheduling; one reviewer received service the same day they called during business hours (cited in 1 of 5 reviews)
- Technicians demonstrate strong diagnostic skills and go above and beyond scope of work; 3 of 5 reviews specifically praise thorough troubleshooting and extra effort (cited in 3 of 5 reviews)
- Transparent pricing upfront and ethical billing practices; technician waived $99 service fee when work didn't resolve the issue (cited in 1 of 5 reviews)
“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 …”
“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 …”
We read 5 of 15,963 reviews · newest from May 2026