Thorsen's - Norquist, Inc.
Walnut, Turlock, CA

Thorsen's - Norquist, Inc. Reviews

3.8 stars based on 33 reviews

Featured Comments:

• s

  sr hende

  2.0

  Our family has been using Thorsen for our house and rental properties for 20ish years. The last few years have been one poor experience after another culminating in an off-putting experience this morning. Little-by-little my like for this company has been deteriorating. With the past few experiences, I've had a rude tech, have asked to be called when they get to or are on their way to our property call without a call, have had to stay on top of our rep to get a large project done, calls to our rep have been "filtered" when asked to talk with him so I can't get thru etc. This morning the "customer service" lady I was handed off too seemed annoyed to deal with my concern. An exasperated lady told me they'd have to pull someone off a job to attend to what was an immediate problem. I 100% don't expect to have everything dropped for my needs, although having a pleasant, concerned business to call and talk things through with is no longer something I'm finding this company offers. I know good help is hard to find lately, so I've been trying to give the benefit of the doubt, but at this point and so many unsatisfactory experiences, my thoughts are that I need to try elsewhere for plumbing needs. Regretfully, as I prefer to keep my business local.

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  Response from the owner

  Mr./Ms. Hende, I understand your frustration and I would like the opportunity to speak with you. First, if my staff demonstrated any unprofessional-ism toward you, I apologize for the manner in which you were treated. If you have specific requests, we can note your account, whether this is to call you when our technicians are on the way, checking in with you throughout the job, and general follow-up by the management staff. I do want to clarify though, we have never assigned a “rep” to any account. My office dispatches our technicians, and these are not tied to any one customer. If customers have any concerns, they are always welcome to ask for a manager or General Manager to help find a positive solution. As you stated, my office offered immediate service, but you did not expect to have “everything dropped for your needs”. You then proceed to say that our company is no longer a “pleasant, concerned business to call”. You have been a part of our business for at least 20 of those years, and we are grateful for that. I would encourage you to call and ask to speak with management to address your issue immediately if you have issues, not with just our company, but any local business for that matter. For over 100 years, (since 1911) our company strives for 100 percent customer satisfaction. I am happy to talk with you, regarding any issues while we try to work with you, to find a positive result.

• J

  Jensen Family

  1.0

  Not an honest business. Paid for a new unit install and over 3 years, were out to service at least 6 times with further investment with every visit. They were out again in May and by June, not working. Called another local HVAC provider who showed us that the unit was incompatible and most likely used upon install. I tried to speak with Thorsens and try to make it right, management wouldn’t take my calls. Gabe called me back the following day and offered to come make the repair at another $5k. There are BETTER providers. Avoid this business REPLY to Owner - I DID try to contact your office. I attempted to work with your business for 3 YEARS to fix your install. I tried to reach a manager for more than a week to try to resolve this year. Your staff was well trained to reroute customers and an indication of common practice. I feel 100% taken advantage of and I’m angry about it. So don’t even pretend you care about your customers. I called another provider and our home has never been so well controlled.

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  Response from the owner

  Good afternoon. I read your post on Google. As a native of Turlock and entrusted with the successful legacy of Thorsen’s for almost 20 years and Tenney A. Norquist for almost 6 years, it is concerning to me you are unhappy with our service. After you stated management would not take your calls, we were not an honest business and we installed used equipment that was not compatible with your system, I researched your account. Here are the facts. 1. Many customers have been forwarded to me by my office staff for various reasons. If I was not available, customers were given the option to leave me a message. You never asked to speak to the owner so I am surprised you stated my staff would not allow you to ultimately talk to me or leave a voicemail. Please know that if you would have contacted me, I would have promptly responded and worked with you to find a win/win solution. 2. Regarding the existing indoor coil and R410A TXV on your rental property. I checked with Martin Norquist from our office about the compatibility of your coil to R410A. Martin has over 20 years of experience in HVAC and he stated he checked the model number of your coil and verified compatibility with R410A. My understanding is that you asked Martin to keep the price down and when he gave you the option of changing out the TXV on your existing coil versus replacing the coil, you were happy with the less expensive option. Please note that by replacing the TXV only and using your existing indoor coil, Martin saved you more than $2000+. Many coils are compatible with R-22 and 410A so the service tech from another company advised you incorrectly. Reading something a service tech posts on Google search is many times not factual. 3. Here are the manufacturer’s specs for Carrier coils and ADP coils from their websites. Carrier - This vertical design N--coil is a furnace coil designed to provide the highest standards of reliability and durability. The coils are available for use in Puron, R--410A refrigerant and R--22 systems. ADP HE Series – Product Features High efficiency lanced fin design • “No-hassle” 5 year warranty. • R-22, R-410A, AC & Heat Pump compatible. The fact specs from the manufacturers show the same indoor coils can be used with R410A or R-22 refrigerant. I do understand when Martin researched your coil, he could have transposed a number, made a mistake and your coil was not compatible with R410A. However, if that were the case, the coil would have failed immediately and we would have worked with you to find a mutually beneficial solution. Again, please note if your existing coil was not compatible with 410A, it would have initially cost you $2000+ more to replace it. We attempted to save you money by using your existing coil. 4. I do not understand why you chose to attack my company on social media with your statement of “each visit further investment and not an honest business?” Below is our record of visits to your house and your rental property. In 6 years after installation of a new system (July 2014-July 2020) Thorsen’s-Norquist, Inc. charged you a total of $448.39 for repairs at your house and zero dollars charged for repairs at your rental. Your home (July 2014 – July 2020 ) $448.39 total dollars spent on HVAC. 6/27/14- Found grounded compressor $49 7/23/14-Installed new system (condenser, furnace and coil). $5,810. 7/8/16- Found bad service breaker in panel, replaced contactor and ½ lb. of refrigerant $205.89 5/6/17-Found unit low on refrigerant. NO CHARGE 4/29/19-Found unit low on refrigerant. $193.50 Your rental property after installation $0 spent on new condenser and TXV on existing coil. 4/26/19- Down payment for a new system. $330 5/1/19- Remaining balance on new system. $3,065 5/31/19- Warranty TXV repaired leak. NO CHARGE 6/25/20-Added 1 lb. of refrigerant. NO CHARGE. 7/1/20- Added 3ML of Dye to unit. NO CHARGE. If you have invoices that show you have been charged more for equipment repairs than the above listed dates, please provide me with the invoice numbers. Human mistakes do happen, but we have been able to remain in business for over 100 years, because if we make a mistake, we make it right. You stated our Service Manager Gabe wanted to charge you $5,000 for more work to be done on top of the work we performed. Gabe’s recollection is he offered to come to your property free of charge to look at the TXV in question and you declined his offer. At no time did Gabe tell you he wanted to charge you $5,000 for more work. It is baffling to me that you believe we would charge you $5,000 when we stood behind all our previous work at your rental with zero charges to you. We tried to save you money by using your existing coil, we visited your personal property for equipment repairs 3 times in 6 years totaling $448.39 and your rental with $0 repair charges since installation? I respectfully ask that you remove your post or provide me with information that shows you were charged more for our equipment repair services than I have provided, sold you used incompatible equipment, or were not honest in our dealings with you? I am hopeful I have explained our recollection of our business dealings with you. If you wish to speak with me in person, please contact my office and ask for me. I will take your call and I will be happy to work with you to try and find a win/win solution. Kindest Regards, Craig Pitau CEO / Owner Thorsen’s-Norquist, Incorporated

• l

  larry johnson

  5.0

  I called on Sunday and received a return call Monday morning and had a plumbing tech here Tuesday morning. The tech had a well stocked van and knew exactly what was needed to make a timely repair. The price was fair and the value I received was top notch! The Tech's name is Alex and he is a great service plumber! Larry

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