Thomson Industries Ltd

Great experience with technician who serviced our heat pump and furnace. Friendly, polite, efficient and helpful.

Holden was great. Showed up on time, very efficient, friendly, did a great job of servicing our furnace. Hope to see him again next year.
We took advantage of a promotional offer and were also very pleased with the price.

Horrible Experience with Thomson Industries Ltd.
Very difficult to deal with and gets worst with when I had to escalate my issues withmanagement.
Billing is very vague.
No parts breakout or explanation of services on invoices. Just one lump sum.
Would not recommend!

Be careful. Especially when they come to diagnose the problem. They will charge you for something they did not diagnose! Dont waste your time. I would do a more reliable company next time.

On a scale of 1-5 I'd give them a rating of 0... zero. Why? I called them up to help with my gas fireplace fan screeching at us whenever it kicked in, and I said it seemed like the bearings are gone or something like that. They came out, turned it on, and for some reason it didn't blast everyone out of the room with its screeching noise, but the technician said he'd get the office to give us a quote to replace the parts. Cost for the visit? $180.

That night, we turned the fireplace on and sure enough, it was back to the same unusable noise. We recorded the screeching noise and sent the recording to them.

Several days later I emailed to remind them they were going to provide a quote, and several days after that they phoned to say they cannot find parts and recommended we contact a gas fireplace servicing company.

In other words, no actual service or results but a $180 cost.

I won't be contacting them again.

The team came in and was efficient, courteous and knowledgeable. They did a great job. I am very happy with the team.

I had Thompson Industries install a heat pump for me in June 2021, and I was clear from the outset that I needed to get the CleanBC and Canada Greener Homes rebates. They installed the Daikin Fit DZ17VSA241 and led me to believe it would be no problem getting the rebates. I paid $700 to have pre- and post-retrofit inspections done (as required for Greener Homes), only to be told by the inspector that my heat pump is not on the list of approved heat pumps. More than 1.5 years after the install and it's still not on the list. So, I am out $4000 on the rebate, and $700 on the inspections. I tried to get ahold of Thompson Industries about this issue dozens of times. I was told the GM would get back to me after his vacation, but I have heard nothing, and now my emails are just ignored. I did get ahold of the original sales person, and his response: sorry, keep waiting. When I asked if other customers are in the same boat, I get no reply. No attempt to rectify the mistake or make the customer whole. You decide if this is the kind of business you would feel comfortable signing $16k over to.

When raining pipes on roof leak must have container in furnace room to collect water. Silicone applied 4x with no solution several calls and emails have provided no solution . Not satisfied with workmanship and lack of permanent solution.

Thimson Industries did not obtain any of the 3 required permits for installations at our two homes in 2018. 2 years after the install we learned They had charged us for permits they did not obtain. Following investigation we learned our installs were not permitted, were not up to code and were determined to be in a "hazardous state". This makes our homes dangerous, invaldates our insurance, and makes our homes not possible to sell.

Thomson installed the Rinnai 120cn combi system for the exact price I was quoted and I'm already in receipt of my $2700 Fortis rebate. So the boiler for my heated floors and unlimited hot water from my tap came in under $7000 after the rebate! and I sold my lightly used hot water tank for $400 on marketplace. I'd been quoted as much as $15,000 for a mid-efficiency boiler replacement, alone, from other companies.

The initial unit that was installed had a manufacturing defect which caused it to make a lot of noise when hot water was being produced. This required Thomson to make several visits with several experts, in order to do the due diligence prior to replacing the entire unit. I even ended up with several upgraded parts at no charge. When the unit was inevitably replaced, the problem was resolved in under an hour. The techs were all prompt, punctual and very knowledgable. The back office staff were also responsive and courteous. This is one of the best customer service experiences I've ever had and it means a lot for such an important purchase. I'll recommend Thomson Industries to anyone.