Thomson Industries
reviews and complaints

It has been an absolute pleasure to do business with Thomson industries. We are extremely satisfied with the installation and functioning of the *** split unit air-conditioning. And yes, the indoor and outdoor units are truly whisper quiet. The entire team was professional, knowledgeable and highly skilled. The process was flawless from the start to finish, from Charles the sales representative to the installation team, Jared and Mike. Aleksandra did an excellent and efficient job coordinating the administration. A job well done. We highly recommend this company.

Admin: Contacted us well in advance to book our annual inspection & service. Made sure that it was early enough in the fall that the minimum temperature requirement to do the heat pump would be met. Let us know that if we needed to change the date to contact them as soon as possible and that they re-book keeping the temperature requirement in mind. Techs: Did our annual maintenance inspection & service on our gas furnace and electric heat pump. Did a great job. Showed up an hour early. Were very thorough and COVID safe. Kept us updated on progress and the reviewed the condition of our system components with us. Another stellar job by Thomson!

It was a pleasure working with Thomson Industries Ltd. The whole team I worked with were very professional and polite at all times. Including Rob in sales and James and Rhett in installations and Tricia in the office. All work was performed promptly and professionally. They immediately addressed all my concerns to my satisfaction during the installation of my *** Air Conditioner. I look forward to continuing our relationship with an annual service contract on the air conditioner. I spent twenty years of my career in property management in Greater Vancouver and in my estimation Thomson Industries Ltd would be a wise choice for your heating and air conditioning needs.

Their quote was by far the lowest (almost $4000 less) than the other well-known heating and air-conditioning people. They set a date right away and kept it. In the meantime, they answered my questions whether I called or emailed. The technician arrived on time with the electrician and worked hard all day to complete the job. When his first assistance abandoned him, he called in a back up. The cost of the job was exactly what I was quoted. The AC system has been on now for two weeks and is more than adequate for our home. I would highly recommend Thomson Industries for price, communication, quality of product and efficiency of work, to family, friends and even strangers!

Installed a gas boiler/tankless water heater recently. Excellent service by two well qualified technicians over 2 1/2 day period. Removed old equipment and left premises neat and clean. The rebate application process was a little gooey and difficult to follow with Fortis. Fortunately Thompson employee Aleksandra P came to the rescue and completed the application process on my behalf. The only questions begging now are: 1. will the installation keep the house warm this winter, and 2. will *** honor the rebate. With our recent weather conditions I will have to wait to see! I am confident I have the answers in hand. I highly recommend Thomson Industries Ltd.

Great deal and excellent service. I was very pleased with the easy installation, explanation of how everything worked, and especially the setup of the wireless thermostat. All warranty documentation was included neatly in a folder for filing in a safe spot, which was recommended to be in the furnace room. The rebate information and needed documentation were supplied by e-mail within a week and directions for sending away were clear and complete. No extra costs or hidden charges were experienced as the contract price was the final amount to be paid. *** No issues or concerns with this company.

Excellent organization from customer service to sales to installation staff. Courteous and professional throughout. Bruce from sales came in to provide a quote and Nick did the install on our tankless water heater. The work was done super clean and even did more more to clean up original plumbing and heating work done previously and corrected exhaust and condensation outlets to code. Thomson Industries is by far one of the best companies I've ever dealt with and their staff in all aspects of the organization is second to none. Made sure to explain how to redeem rebates on energy savers and warranty value. The price you are quoted is the price you pay, no surprises even if the installer find some. Thank you for making our day to day routines easier.

Although there were some issues with the original order, the installers quickly recognized the issue and proceeded with as much work as they could with the parts they had. The process took 2 working days, which was the original plan, and they brought the correct materials the second day. The work was done quickly, and expertly with minimal disruption to our regular activities. The installers were neat and always advised us what they were doing and how long it would take. We were very happy with the work that was performed and the quick response from their office to correct the error in the original order. The office also looked after the application for provincial rebates and led us through the process for applying for the Federal rebates associated with the work performed. I would definitely recommend Thompson for any HVAC requirements.

We are happy with a new gas furnace installation from Thomson Industries. Friendly sales person, Bruce came to provide the quotation and resolved our queries and concerns about the old furnace upgrade. A work hard technician, Trent came to carry out the dust cleaning. He worked at every vents carefully and got the job done on time. The professional installers, Dalton and James, they arrived on time to install a new furnace and a new thermostat. They were friendly, knowledgeable and efficient, able to answer and explain our questions and concerns. After the nice job done, they let us know the usage of the new furnace and the new thermostat. Finally, thanks to Amber, Customer Services/Admin. She prepared all required documents for our *** Rebate and helped us to complete the application. Overall, we would like to recommend Thomson Industries to others.

After some research on various heating and refrigeration companies, I chose Thomson to install a brand new furnace in our home. The sales rep who came to our house was very helpful and presented me with a thorough estimate and explanation on what to expect. The installation was performed quite painlessly and with very little disruption to our household. The furnace performed beautifully up until the the next morning. I called their emergency number and within an hour a technician came to correct the problem. It was the condensation pump that was faulty and was replaced right there and then. It has been operating and humming perfectly since. I commend all the technicians who came to our house to install and also troubleshoot the issue the following day. They were all very professional. Thank you guys. I will not hesitate to recommend your company to my relatives and friends.

Thomson was great to deal with starting from the technician that cam out to assess, the admin staff and the technicians that cam out to do the actual work. They were polite, professional and followed Covid 19 protocol. They answered any questions that I had and were fantastic to deal with. I was referred to them from another professional and when I contacted them, I had a great feeling about them from the beginning when dealing with the assessing technician. He really knew what he was talking about and I soon realized that another quote that I had received from another company was someone that was trying to upsell me for a new furnace and all I really wanted was a central air conditioner installed, but after talking with Thomson, he confirmed that I still had a few good years left on my furnace and that it would be a waste to get a new one so I decided to got with them for my central air...thank you Thomson for being top notch!

Our first servicing contact experience with Thompson was terrible. They made sure to point out that not serving effects warranty. ***. Then I called *** to confirm I had warranty and its coverage. According to them servicing is NOT mandatory. *** does recommend an annual flushing to extend the life unit but if you do not do it, you still have warranty. What Thompson was quick to point out is that you will lose your "labour" warranty with them if you do not do the regular services. At their pricing, if I instead get regular flushings from a more reasonable partner at a much lower price, saving the labour warranty becomes a moot point. I guess it would make sense if you were willing to pay their labour rates. I am not. I did mention the rates and ask if they had any promos to reduce pricing of the service. They simply said no. Overall, a frustrating and disappointing experience.

My family recently retained Thompson Industries as the contractor to replace our failing gas hot water tank/heater. We chose the tankless hot water heater - Rinnai. In the beginning, we contacted several ComplaintsBoard.com rated contractors and shortlisted Thompson Industries based on their final price and experience. Due to the space and location constraints, we ended up going with the hot water heater and central heating combo. Though there was some scheduling issue, because TI was trying to assemble the experienced installer for the work, bo complaint here. It took the crew to finish the work in less than two days. They removed the old tank and hydronic heating system for us. They also filled out the *** rebate form for us. All and all, we are very satisfied with the work and the profession of Thompson Industries. We would definitely recommend Thompson Industries to anyone who needs to have their hot water tanks replace, or updating to a tankless water heater or the combo, in our case. Thank you, Thompson Industries for the good work. I would like to take the opportunity to thank Rob (estimator), Jamie (manager) and the field team.

Bruce B presented the products with clarity and honesty. He told me about the heat pump and a *** rebate on a phone conversation but did not upsell or hard sell me on. He presented the options in a value/cost performance perspective. In the end I opted for the 15k outlay with the heat pump based on research as it seems to be the best investment long term. Aleksandra Vogt at the office provided patient and prompt response when I emailed questions and details on the voucher to use for the rebate. Rob and Bob and the electrician (never got his name) worked fast to install our furnace and heat pump in a two day span. They explained all the features of the interface, maintenance, filter change. After the install, a fellow from Thomson Industries followed up to take measurements to ensure we were eligible for the rebate then Aleksandra followed up again afterwards to notify she had begun filling the rebate application on our behalf and was just waiting for one more piece of documentation to complete it. They all provide professional customer service naturally and not at all in a constrained manner so you feel confident you're receiving a value product and service. To give them a ranking any lower than five stars would be a disservice.

A number of installs by Thomson took place in our development so I thought I would give them a shot. The decision to install was based on the double rebate offered by the province. Since spending $14,000 on this equipment was out of our budget the only way to do it was to get the $6000 rebate. All along the process of estimate to install I asked the salesman and office staff MULTIPLE times that the double rebate would be forth coming. The answer was always yes and I believed them as I thought this was an ethical company. BIG mistake. The rebate came and was 1/2 of what I was told it would be. I called the office to talk to the Thomson employee about why I didn't get what was promised. I never got to talk to her, I was always told she was busy and would return my call. It NEVER happened. ***. The furnace and heat pump install was decent until they ran the new gas line. Very sloppy. I told them to rerun it, it was floating in the air, it was not clamped down to a wall or structural 2x's. Same with condensate pump, it was put on the floor blocking access to a storage location. They did a redo on that but I shouldn't have to mention such obvious install mistakes. *** I have lost faith in the ethics and customer service and called *** headquarters in New York to give them a heads up on what their authorized sales and install company has done. I want the warranty registered in person by me to *** as I will not call Thomson to do yearly on the equipment. There are other *** authorized companies in the Vancouver area, I would check them out before this company.

I had Thomson Industries provide a quote to move an outdoor air conditioning unit from the back of my home to the front of my home in June . I was never advised of a service dispatch fee to provide a scope for quoting on the job. I just received an invoice for the quote. with a past due stamp on the letter. I had never been advised of the service fee from Thomson Industries to provide a quote of I would not have had them quote on the job. I has 2 other companies provide a quote and both other companies charged for the quote.