I've been a customer of this company for about five years and have previously had excellent…read moreservice, including repairs and installation of two air conditioning units. Unfortunately, my most recent experience was disappointing, primarily due to pricing transparency and part costs. During a service visit to repair my humidifier, I was asked to sign on a tablet but was not provided an invoice. I did see on the tablet and gasped at the price for the water valve was approximately $600. Later, after looking up the same part from multiple reputable sources, I found it typically sells for around $80. When I called to ask about the large markup, I was told the company uses a "custom ordering process" with specific suppliers. That explanation raises concerns: either the process results in a 700% increase over standard pricing and you are paying way too much for your parts, or the markup is deliberate and being passed directly to customers for a large profit. I was also told that "a lot of people here need to get paid," which doesn't address the underlying issue of pricing transparency. The technician was polite, but the troubleshooting process took 3.5 hours and involved two part failures. The total charge was $948.60, and the job was still not complete because the humidistat also needed replacement. I can't afford another $600 part + another hour of labor + x. I ultimately purchased the humidistat directly from Aprilaire for $45 and installed it myself in about 20 minutes. I understand that service work involves labor, overhead, and expertise, especially in a small community. However, fair pricing and clear communication are essential for maintaining trust. I've valued this company in the past, but this experience left me questioning whether customer interests are being prioritized vs revenue at all costs. I hope they take this feedback seriously, as ethical practices and transparent pricing are what build long term loyalty in a community like ours.

From the owner: Heating, Air conditioning and Ventilationread more

Eddie is amazing. The level of service he gives us is second to none. With cold winters our…read morefurnace can get a workout, when it has gone out in the middle of the night, he has helped us and we never feel like he has taken advantage of us. I would recommend Gilman to anyone in the area.

Eddie is a true professional. Very efficient and quality of work excellent. He explained the…read moreproblem with our water heater before replacement and after quickly finishing the job he took time to review the new heater and settings. he is in my contacts and will be my go to guy for all plum and heating issues

We spent $21,000 on a new AC and renovated furnace 2 months ago and neither is working! I called…read morefor service and was told the Brainerd shop is out of business! No warning, just "we're so sorry!" So am I ! I'm not sure what my options are but it's 86 degrees and no AC and I'm plenty mad!

Spent $2,625 to get a new water handle, spout, shower head, and some pipe work. I have hot water…read moreeverywhere in my house except at the tub. This work was done on Friday (yesterday) and there is no technician on duty until Monday. I could have done it for much less but needed it repaired ASAP. Unless it is warranty service I will never use this company again. Expensive lesson learned. Consider your options carefully before making a call for their service.

Thelen completed FOUR projects on my building totalling over $30,000. All bills were paid…read morepromptly. TWO of the projects were less than satisfactory. The mini split installation required almost $550 (out of my pocket) to local service contractors for modifactions over the next year to correct problems directly related to the Thelen installation. A zone heating modification never worked properly after a $2500 (paid) installation, Two Techs spent four hours reviewing the problem and stated that the system design was was incorrect. The system design was done by Thelen! I told this to the technitians. For this assesment I was billed $624! I refused to pay for this "trouble call" and told them so. The office/account manager then sent this bill to a collection agency. I documented all of the problems and expenses and provided it to the management who refused to discuss the issues until I paid the collection agency. Now I am dealing with a collection agency for a $624 bill after spending $30k here.

I had them replace the condenser for my air conditioning 2 summers ago. Later that summer, it…read morestarted freezing up. I had them out 5 times over the next year to try to fix it. All they did was make more problems and fix those. I paid Over $500 And the original problem was not fixed.