Thomas & Galbraith Heating, Cooling, Plumbing & Electrical

We had an excellent experience today with our technician, Brian. Our AC unit wasn’t cooling efficiently, so we needed a diagnostic to figure out the problem. Brian thoroughly inspected every part of our HVAC system and explained exactly what he was doing in great detail. He was extremely personable and knowledgeable—it was genuinely a pleasure talking with him. Honestly, I was expecting we’d need a new unit, but Brian found that the issue wasn’t anything major. A less honest technician could have easily convinced us to replace it, but Brian didn’t. We were so impressed with him and the quality of service that we signed up for the quarterly maintenance program on the spot. As a bonus, Brian quickly became best friends with our dog. He took the time to interact with him, gave him treats, and made him feel completely comfortable. It was a small gesture, but it really reflected the kind, customer-focused person Brian is. From now on, Thomas and Galbraith will be our only choice for HVAC, plumbing, and electrical work.

I spent over $14,000 on a new HVAC system after choosing Thomas & Galbraith’s more expensive comfort-focused option because it was presented as the best choice to improve comfort throughout my home. Within hours of installation, they were already back for a service visit, followed by nearly a year of service calls. What was most frustrating was that nearly every visit resulted in a different explanation for the same problem. One technician would adjust airflow, another blamed insulation, another recommended duct modifications for around $2,400, and eventually I was told I needed a mini-split system costing over $33,000. There was very little consistency from one visit to the next. I often found myself explaining the entire history of the issue because each technician seemed to start over rather than build on the previous findings. My biggest disappointment isn’t that my home has ductwork limitations, it’s that I was never given enough information to make an informed decision before spending over $14,000. Had those limitations been explained upfront, I may have made a different decision. After nearly a year of service calls, I was ultimately told the system is working as designed and that I should simply accept not achieving the comfort I paid for. Some technicians were knowledgeable and genuinely tried to help, but the overall experience was inconsistent. Unfortunately, I cannot recommend this company based on my experience. Following my review, the company responded by referencing the “like-for-like” clause in the contract. My concern has never been that they should redesign my home’s ductwork for free. My concern is that I was never informed before purchasing the system that the existing duct design could prevent me from achieving the comfort that was used to sell me on a premium comfort-focused system. Had that been explained upfront, I would have made a different purchasing decision.