We will provide complete, accurate, and concise information in a timely manner and answer your questions so you may make informed decisions.
We will respect you, your family, and your home.
If you feel we haven’t provided this level of service, we welcome your call at any time to remedy the situation to your satisfaction. You are very important to us and we appreciate each call you make to our company and every opportunity to serve you.
Property Protection Guarantee
We protect you home by using drop cloths, runners, shoe covers, and gloves. If we damage something, we will accept responsibility and quickly make it right.
Cleaner than Before Guarantee
If we don’t clean up after ourselves to your expectations, we will correct the issue and pay you $100 for your inconvenience.
*† On Time Guarantee
If we don’t show up when we promise, we will pay you $100 for your inconvenience.
The No Breakdown Guarantee
There is research that proves proper furnace and air conditioning maintenance reduces breakdowns, ensures peak efficiency, and inspects for possible safety concerns. Unfortunately, some homeowners have had poor experiences with so called “furnace tune-ups” - usually a result of the tune-up being performed improperly or done for the wrong reason(s). The No Breakdown Guarantee is designed to take the customer’s risk of paying for the tune-up and transferring it to us. In the event a customer’s furnace fails within the same season the tune-up was performed, we will credit the full value of the tune-up toward the repair of the furnace. We are confident that our process minimizes these occurrences and are happy to back-it up with this guarantee.
100% Satisfaction Guarantee
If we don’t meet your expectations – you pay what you feel is fair.
† No Stoppage Guarantee
If your drain backs up again – we clear it for free.
* No Lemons Guarantee
In the unlikely event one of the critical comfort system’s components fails within the specified time frame – we will replace the entire unit – not just the component.
*† Apples to Apples Guarantee
If a competitor puts everything that we offer in writing – we will match the price and reduce it by another $100.
* 1-Year, Risk-Free Guarantee
If, within the first year after the installation of your comfort system, you are not 100% satisfied with your system’s performance, our service, or our people, we will remove the system (within 30 days of your request) and refund you the entire amount of your investment.
* 5-Year Performance Guarantee
If your new equipment fails to keep you comfortable, we will make unlimited attempts to resolve the issue for up to five years from installation. If we cannot resolve the issue with the existing equipment, we will replace the equipment with a new system of equal value at no additional charge.
We know that routine maintenance greatly increases the reliability of your system. If you maintain your system through our Platinum plan, you will never pay for a repair performed by us again for the lifetime of the system, while you remain a member.
*† No Surprises – No Compromises Guarantee
If we miss something and failed to communicate it to you prior to our agreement, we will correct the issue at no additional cost to you.
* T&G Value Guarantee
When you select us as your service professional over a lower priced competitor, if we do not meet your expectation – we’ll honor the lower price.
Read the full text of all of our guarantees
General Service Warranties
Thornton & Grooms provides the following list as a guide for the warranty we provide on our general services. These are a guide as some situations, products, and promotions dictate shorter or longer warranty periods. In these instances, we will inform you of the applicable warranty and then notate the warranty for your records. For the very best in warranty coverage, our customers have found that our Comfort Protection Plans provides them with multiple options that meet their needs.
Plumbing & Drain
- Plumbing Repairs: 1 year parts and labor
- Main Water Line Replacement: 2-5 years parts and labor depending on materials used
- Sink, Toilet, Shower, & Tub Unclog: 90 day warranty
- Home Sewer Unclog: 1 time complementary unclog warranty (if camera inspection is provided)
- Home Sewer Repair: 1 year parts and labor plus a 1 year stoppage warranty.
- Home Sewer Full Replacement: 20 year parts and labor plus 5 year stoppage warranty
- Home Sewer Full Renovation (i.e. pipe lining): 20 year parts and labor warranty plus 5 year stoppage warranty
Heating & Cooling
- Heating & Cooling Repairs: 1 year parts and labor
- Heating & Cooling System Replacement: 1 year standard labor warranty with 5 & 10 years available, 10 years parts warranty typical although some manufacturers’ warrantees vary
*These guarantees are specific guarantees for furnace, air conditioner, and boiler replacement.
† These guarantees are specific guarantees for sewer replacement