ComplaintsforTLC Plumbing, HVAC & Electrical

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had the TLC company install an air conditioner which I paid $16,000 for. Their service is disgusting and a scam. It’s been one full year since it was installed, and it already broke down. I had the company come and check it out a second time a couple of days ago, and their representative did not fix anything. My family and I are suffering in this heat, after having been scammed by this company not once but twice. Scam services like this should be illegal!They take your money and don’t deliver the service they promise!

  

  Business response

  10/10/2024

  I would like to thank you for taking the time to inform us that our service did not meet your expectations, and I’d also like to apologize for the BBB needing to be involved. We here at TLC stand by our work and have a 100% satisfaction guarantee and will make sure your home and family are taken care of. I understand that Cheryl and her team were able to get your system up and running. Please reach out to us if ever there is a problem and we will gladly help. Thank you very much for working with us and we look forward to working with you in the future. Have a great day.

  Sincerely,

  Natalie S****

  ###-###-####

  Customer response

  10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *******

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have a service contract with this company for quarterly maintenance of our building. They came out late last year and advised we needed a new AC unit. After getting a second opinion we found that we didnt need a new unit and the cost to fix the issue was $800 compared to the thousands of dollars they were trying to charge us for a new commercial ac unit. This week they again came out for their quarterly servicing and stated that one of our units was frozen and needed to be replaced and they unit needed a new compressor. I again had that second opinion company come out and the so called failed compressor unit that TLC quoted 5000 to fix had a main wire that was cut. This unit was working prior to TLC coming out. They again were just trying to make money. After paying 300 to fix the cut wire the AC unit is back up and running just fine. This company are scammers and are only out to get money!! Contract immediately ceased with them.

  

  Business response

  05/29/2024

   I want to start off by saying thank you for taking the time to inform us that our service did not meet your expectations and I’d also like to apologize for the BBB needing to be involved.  I am extremely sorry that we fell short on our end to provide top service to you and your business. I understand your frustration with the situation, and I would really appreciate it if you could give me a call so I can try to make this right and learn from our mistakes. We appreciate your business, and we thank you for having the opportunity to work with you. Thank you for taking the time to read this and hope to hear from you soon. 

  ******* **********

  ************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  SUMMARY 1. TLC owes me $61.88 for the senior discounts on the two invoices (#********-1 and #********-1) that I paid in full 12/11/2023. 2. TLC needs to provide promised documentation for #********-1, #********-1, and #*******-2 that show the charges for parts and labor. DETAILS A. 12/7/2023, I called TLC and scheduled two services calls: (1) an electrician to advise if I have sufficient electrical service to switch from a gas to an electric range and to give me a quote for any electrical work that would be required to install an electric range and (2) a plumber to fix several problems. Per TLC's website ***************************************, I asked the scheduler to please note I am entitled to TLC’s 10% senior discount (age 60 or older). She acknowledged my request. B. TLC’s invoices and quotes have a subtotal, tax, and total. There are no details for the cost of parts and labor that comprise the subtotal. I’ve never seen invoices or quotes done in this manner. There’s something unsettling to see exactly $500 for the plumbing work that was done—it comes across as a number pulled out of the air. C. I called TCL on 12/12 and 12/18 and asked for detailed invoices and quote. Both times, I was told they would be emailed. I have received nothing. D. The invoice for the electrician has a subtotal of $75. This is the trip charge I was told would be charged for each booked service call. It’s clear I did not get the senior discount on this invoice. E. I doubt TLC gave me the senior discount on the plumbing invoice.

  

  Business response

  12/29/2023

  First, I would like to thank you for bringing our missteps to our attention and secondly, I’d like to apologize that the BBB needed to be involved. Here at TLC, we do our best to make sure that all our customers have a positive experience and that all your requests have been met to the best of our ability and I apologize that you didn’t get that. You are correct, we do provide a 10% senior discount which, after looking at your invoices, looks like you haven’t received it yet. Your plumbing invoice also appears to have been misquoted. I will make those corrections, send you revised invoices, and apply the differences in the total amount of $104.51 to the cards that the invoices were paid with. Also, I can understand how a flat price can be unsettling without an explanation. Hopefully the attached breakdowns will put you at ease. We do not provide breakdowns by labor and material anymore but by the task. Each task includes the time and material to perform that task. Again, I would like to thank you for your feedback as it will help us to provide better services in the future. Thank you very much and have a good day.
  Sincerely,
  ******* ***** ************

  Customer response

  01/02/2024

  Complaint: ********
  
  I reject TLC's response because the expiration date of the quote for electrical work (#*******-2) needs to be extended to 2/2/24 so it is good for 1 month (i.e., from 1/2/24, the date of revision). I accept everything else in TLC’s response and very much appreciate the additional details for the two invoices and the dollar adjustments.
  
  Regards,
  
  **** **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business response

  01/03/2024

  Good morning ****,

  Please see the attached corrected quote with the updated expiration date. While processing your refunds, I did come upon problems. Will you please call me so we can work it out? I appreciate you working with us.

   

  Thank you,

  ******* *****  ************

  Customer response

  01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ******* at TLC, thank YOU for help.
  
  Regards,
  
  **** ****

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/15/2023 we had a technician come in to look at a leak we had in our bathroom. They went into our basement to look at the piping and broke one of our ceiling tiles. They left the tile broken and left the other tile removed and left. They told my mother there was nothing they could do about it. There was a mess all over the floor and furniture as well as 2 exposed ceiling tile holes in the basement ceiling. I called them and asked to speak with a supervisor to report the issue and instead I had the technician call me telling me that he would look to see what they could do to replace the tiles but that "those kind of tiles are not in consumer homes, so we should have been using them." We just purchased the home and that was how it came, we had no control over how it was already built but we have not heard back from them on replacing and fixing the damaged tile. I would like the tiles replaced or the service fee for that visit refunded.

  

  Business response

  08/21/2023

  I would like to thank you for taking the time to inform us that our service did not meet your expectations and I’d also like to apologize to the BBB for needing to be involved. We here at TLC do our best to make sure that all our customers have a positive experience and I apologize that you didn’t have that. If you're willing to allow us to make it right, we are happy to waive the $75.00 diagnostic fee and would like to send one of our Remodel Managers to your home to assess the situation with your ceiling tiles. If you would, please give me a call so we can schedule that service. Again, I would like to thank you for your feedback as it will help us to provide better services in the future. Thank you very much and have a good day.
  Sincerely,
  ******* ***** ************

  Customer response

  08/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have made several attempts to call the number provided and have left voicemails. No return call and no one answers the phone. There has been no resolution to this.
  
  Regards,
  
  ***** *****   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business response

  08/29/2023

  Hello *****,

  I apologize for our connection issue. It was nice speaking with you today. I have refunded your card for the amount of $80.72. If there is anything else we can do to support you, please let us know. Have a great day.

   

  Thank you,

  ******* ***** ************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached On 4-19-23. TLC Plumbing came by to fix what I reported to there secretary that I needed my bathroom sink fixed slow water flow and clogged, toilet flush valve & pipe in yard (that leaked) all they fixed was the yard leak and toilet valve- & didn't touch the sink they told me it wasn't on the contract from the office. I called them and told them about the sink - I was told that someone will call and stop by to fix it no one called or come by all day - they lied to me. After 4-19-23 the water flow got worse now it's almost a drip now I can't use my wash machine, shower of sink - because they didn't get the word to fix bathroom sink I have to take a bird bath in the kitchen not bathroom the bill came to $1,070 and they didn't fix the sink

  

  Business response

  07/31/2023

  
  I would like to thank you for taking the time to inform us that our service did not meet your expectations. Here at TLC, we do our best to keep our commitments, we are human and sometimes we make mistakes, but when we do, we always want to make it right. I understand how frustrating and inconvenient this has been for you and I’d also like to apologize to you for the BBB needing to be involved. We understand your frustration with the miscommunication about your sink and water heater not being looked at when requested. If you're willing to allow us to make it right, we are happy to waive the $75.00 diagnostic fee for both of those problems and once we know the issues, we will go over all your options and prices before beginning any work. If you would, please give me a call and we will get you on the schedule with one of our technicians. We do our best to make sure that all our customers, have a positive experience and I apologize that you didn’t have that. Again, I would like to thank you for your feedback as it will help us to provide better services in the future. Thank you very much and have a good day.

  Sincerely,

  ******* ***** ************
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/16/2022 I was charged 215.40 for a after hours service call. The tech took pictures of the probable problem and was told it would cost about 5000.00 to repair. We had been without water and sewer drainage for two weeks already. I believe the tech noticed an elderly, handy capped man, wife and grandchild were in a bind and needed help immediately, I realized this person was not here to help an elderly couple in a bind, but was here to take advantage of an elderly handy capped couple. I made a few more calls and a group of three men showed up at 8 AM Saturday morning. They were in the crawl space for a total of 2.5 hours and had made all necessary repairs. They charged me 600.00 dollar's, cleaned up and on their way. I called TLC a local company with a very good rating, and was and still am very disappointed with their service and total disrespect for myself and family. The 5000.00 repair was not even the problem.

  

  Business response

  01/26/2023

  I would like to apologize for your experience and for my delayed response, I am just seeing this today. Here at TLC, we truly care about our community and our senior citizens! I assure you that we wouldn't take advantage of anyone, especially our elderly; I believe the reason we have such a good reputation is because of 36 years of helping people. I'm not seeing a quote for more than you were invoiced but I will bring this BBB issue to the technicians Manager's attention. I do want to try and make things right for you so I will have Accounting cut a refund check in the amount of $215.50. Thank you for brining this issue to our attention and again, I apologize for the delay in resolving it.   

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thanksgiving, my dishwasher went out. I contacted TLC and in early December, the plumbing expert said it was an electrical problem and an electrician was scheduled for 12/9. The electrician came out and fixed the problem with a faulty wire. Unfortunately, when they reinstalled the dishwasher, they reinstalled it incorrectly. It's unbalanced and unusable. When I discovered this at about 5:45 on 12/18, I called the phone number on the invoice, which was ************. The person on the other line was named ****** and continually cut me off and refused to let me explain the problem. She said its as the emergency line and implied that their incorrect work was not an emergency. It is the number on the invoice. I went to the TLC website, which says the monitor their inbox until 6 pm and sent a summary before 6 pm. They did not respond before 6 pm. I would like TLC to finish the work they completed. I would also like them to correct the phone number on all their preprinted paperwork to show the correct phone number.

  

  Business response

  01/26/2023

  I would like to apologize for your experience and for my delayed response, I am just seeing this today. I'm guessing you've had the issue fixed by now but here at TLC, if we're unable to resolve an issue, we have a "Make it Right" policy. I have refunded the $210.11 to the credit card that was used and if you still require someone to come out, please give me a call, my name is ***** ***** and my direct line is ***** ********. As for the phone number on the invoice, it is correct. I will personally reach out to the CSR and address the way she handled your phone call. Thank you for brining this issue to our attention and again, I apologize for the delay in resolving it.   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Monday November 21, 2022 we called TLC and advised them of a leak we had in our plumbing. when speaking with the TLC customer service representative I asked her if the plumber coming to our location would be able to use a camera or clean out our plumbing system and she said yes. Therefore based on this information we scheduled the plumber to come out to our location. The plumber just looked under our sink and said that its a leak from the drain and that if he broke the wall it would be $400.00. We were shocked because how can you determine a cause without truly looked into a problem further. The plumber said he would get another plumber out to confirm if his diagnosis was correct. The plumber confirmed this person would be another cost and the person with the camera would be another cost. This confirmed our original apprehensions because our last call to TLC to unclogged a drain and again without any detailed inspection of the issue the plumber indicated he could fix everything for of 1,000.00 dollars or more. at no point in either visit did TLC indicate that the cost was only for the visit and that each visit would cost an extra fee.

  

  Business response

  01/26/2023

  Here at TLC our goal is to take care of our community and from what I can tell, in your case, we failed to solve your issue. I apologize for your experience with our technicians, this lack of compassion and follow through will be addressed immediately. I also want to apologize for my late response, somehow I missed this review and am just seeing it today. I have already refunded your credit card the full $215.50. Thank you for bringing this to our attention so that we can improve our processes. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩