Thorsen's - Norquist, Inc.

Chris Wilcox

First things first, Thorsen's staff was professional and courteous from the phone staff to the technician that fixed our ac system. They provided us with an estimated time and met that, as well as a phone call when they were on their way. What I was unhappy with was being quoted $99 an hour for labor with a 1 hour minimum and a technician that was at my home for 53 minutes, who then billed me for 1.75 hours of labor. I called back the next day (Friday), after getting the invoice and seeing the discrepancy in hours, and contacted Thorsen's. I also asked if perhaps they had billed for travel time, as the trip from Turlock to modesto would equal roughly 40 minutes round trip. They had no answer for that question and said they would look into it. After receiving no return call, which isn't that large a transgression, I called them Monday morning and was promptly told that drive time was indeed added in. I found it a little disingenuous that piece of information wasn't included in the minimum hours/charge explanation I received when I booked my appointment. I do understand that fuel costs are up and technicians don't only get paid for the hours they are at a call, but it would be nice if businesses such as Thorsen's took the time to explain accurately what they billed and perhaps accounted for travel time within their fee structure rather than simply adding hours to give the appearance of increasing fees arbitrarily. UPDATE I did receive a call back towards the end of the business day the following Wednesday from the office staff regardingy my initial inquiry into the labor fee. They had just completed their investigation and wanted us to know they would only be charging us for 1 of the trips and not both ways as originally calculated. The net result was a check in the mail for approximately $50 meaning we were now being billed for 1 hour 15 minutes rather than the previous 1 hour and 45 minutes on a 1 hour job (53 minutes). I'm still not completely satisfied given the misrepresentation of fees during the initial call and will keep this experience in mind, both good and bad, for future HVAC needs UPDATE 2. In response to your response. The travel time was not disclosed to me at the time I scheduled the appointment, so when I say disingenuous regarding the billing, it is in regards to that. What is now disingenuous is when you say that your technician was at my house for 1 hour and five minutes, which is only true when you add the roughly 10 minutes or so that he sat in his vehicle before leaving my house. It is true that I have only used you at my home once, but I have used you multiple times over the years at work. That experience coupled with recommendations from acquaintences led me to call when I needed service this time. I plainly stated that I received good service from the technician and office staff, but took issue with the billing that was not disclosed to me at any point in time prior to receiving the bill. I certainly agree that employees are people and certainly fallable at times, as was the case here. Not that your technician wrote down the wrong time, but your office staff neglected to mention the travel time as part of the service call. I don't think thorsens is taking advantage of it's customers and is certainly not a bad organization, but frankly, a simple I'm sorry, they should have told you about the travel time would have gone a long way to mending these fences. What you've instead opted for is to blame me for the error your staff made, labeling me as some type of malcontent and a bad fit for you as a customer. I tried to be fair in my review and perhaps disingenuous was a little strong if indeed it is not your normal policy to omit the travel time, but at the very least it did occur this time. While I appreciate the effort you made in making it right, this problem is solely caused by your error and your response takes no ownership of that. Please do have a nice day and use this experience to better serve the community you are a part of. I did lower my rating based on your response.

Jensen Family

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.

Price Ford of Turlock

Thorsen's takes care of the AC Systems for our entire Dealership at Price Ford of Turlock and Craig and his team are always professional and we can count on quality work. With 8 big air conditioners, its great to know you have a quality group of honest people to help keep you cool in the summer. Thanks for all the hard work!

Doug Falke

Thorsen's does great work. They service my office HVAC. When my air conditioner went out this summer, it was replaced in a timely manner. The front desk ladies are always kind on the phone. They did a good job with updates and the technicians are always friendly. I recommend their services and trust their work.