What should the customer know about your pricing (e.g., discounts, fees)?
We offer some of the best prices in the industry while always striving to provide the absolute highest possible value.
What is your typical process for working with a new customer?
1. Initial Contact: We start by listening to your needs through a phone call, text, or our online form. This helps us understand the issue and schedule a convenient appointment.
2. Consultation & Assessment: Once on-site, our licensed technician will inspect the problem, explain the issue, and provide an honest, transparent assessment without any unnecessary upselling.
3. Service Agreement: After agreeing on the service, we provide clear, upfront pricing. We take the time to answer any questions, ensuring you’re comfortable with the process before moving forward.
4. Professional Service: Our expert technicians will perform the necessary repairs, installations, or maintenance efficiently and to the highest standard.
5. Customer Satisfaction: We follow up to ensure everything is working perfectly, and your satisfaction is guaranteed with our money-back promise and one-year labor and parts warranty.
6. Future Relationship: We aim to build long-term relationships by offering programs like the Thomas Loyalty Club and home warranty plans for ongoing peace of mind.
What education and/or training do you have that relates to your work?
We are licensed, bonded and insured. All of our technicians are fully licensed and undergo rigorous, continuous education in their respective fields. We stay up-to-date with the latest technologies and techniques by providing weekly training sessions. Our team is well-versed in the intricacies of HVAC, plumbing, and appliance repair, with certifications from recognized industry organizations. This ensures that every technician is equipped with the knowledge and skills to deliver top-tier service.
How did you get started doing this type of work?
The Thomas family got into the home services industry in 1946 shortly after Henry (Grandpa Thomas) returned home from the war. He served as an Aviation Radioman in the U.S. Navy.
Not really knowing what to do next, he and his brothers were able to get employment as plumbers thanks to the help of their uncle. Not too long after, Henry started off on his own.
Henry’s two sons, Sam and Boley, followed in their daddy’s footsteps and joined the trades. Sam took the lead and eventually moved the business from their home state of Texas to Phoenix, Arizona. A few years later his three sons joined in. First Will, the oldest and then his two younger brothers Ben and Josh. Those boys were just thrilled to get to spend time with dad and work along side him.
Many years later the oldest son Will, now owner operator at Thomas Home Services, decided to have a go at it on his own and branched off from the family business.
Will worked hard to grow the business and support his family, eventually welcoming the opportunity to bring the family name to his own business and carry on the family legacy.
What types of customers have you worked with?
We’ve had the pleasure of working with a wide variety of customers, ranging from homeowners to property managers and small business owners. Our residential customers typically seek assistance with HVAC repairs, plumbing services, and appliance maintenance. We also regularly work with landlords and property management companies to maintain rental properties, ensuring reliable heating, cooling, and plumbing systems for their tenants.
Describe a recent project you are fond of. How long did it take?
We recently had a project where we repaired a malfunctioning air conditioner for a family in Chandler, AZ during a record heatwave. Their AC unit was blowing warm air, and after our thorough inspection, we discovered a faulty compressor and refrigerant leak.
The entire repair took about 4 hours from diagnosis to completion. We replaced the compressor, sealed the leak, and recharged the system with refrigerant. The family was thrilled with the fast turnaround, especially given the extreme heat. Restoring comfort to their home and seeing their relief is what made this project especially rewarding for us.
What advice would you give a customer looking to hire a provider in your area of work?
When hiring a service provider, look for a company that values transparency, experience, and customer satisfaction. Make sure the provider is licensed, insured, and has a strong reputation in your community—reading reviews and asking for references can help with this. Prioritize companies that offer clear pricing upfront, warranties on their work, and ongoing training for their technicians. Finally, choose a provider that communicates clearly, listens to your needs, and focuses on long-term solutions, not just quick fixes.
What questions should customers think through before talking to professionals about their project?
Before discussing your project with a professional, it’s important to think through a few key questions:
What is the scope of the issue? Have a clear understanding of the problem or the outcome you want to achieve. Are you looking for repairs, replacement, or maintenance?
What is your budget? Knowing how much you're willing to spend helps guide the conversation and ensures realistic expectations.
What is your timeline? Consider when you want the work done and whether the project is urgent or can be scheduled later.
Have you checked warranties and guarantees? Determine if you need services covered under existing warranties or if you want a new provider that offers warranties on their work.
What type of system do you have? Know the brand and model of your equipment so the professional can provide accurate recommendations.
What is your priority? Is energy efficiency, cost, or durability the most important factor for you? Defining this will help the professional tailor their approach to your needs.
Thinking through these questions helps ensure a smooth, efficient conversation when you speak to a professional about your project.
