Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/6 we paid $69 for TLC Electric to come to our home to assess a room that was no longer receiving power. The technician arrived and tested the outlets and told us the room was not getting power, which we knew. That was $69. He said in order to find out why and possibly fix it we needed to pay an additional $381 for a diagnostic, or we could pay $177 per outlet to get them replaced, but hed have to do the diagnostic if he replaced them. Didnt make sense to us so we paid the $381 for the diagnostic. After 45 min the technician told us we were not getting power to the room, which again we already knew and they he needed to now do a level 2 diagnostic to assess the problem, and that we would have to pay more for that. We paid $458 and never even got a diagnosis on why we didnt have power, let alone a solution.

  Business Response

  Date: 05/17/2024

  Hello Mr.  ********,

  Thank you for reaching out to TLC.  We were called to your home to trace a power outage to a portion of your home. Our technician determined there was power at the breaker and the breaker was in good condition.  He then opened and tested all the devices on the circuit.  None of these devices had any power coming to them. In addition, each device was back-stabbed and you were given an open to replace them. The cost of work performed was ****** ($49 Dispatch Fee, $99 VIP Membership,$233 Level 1 Diagnostics).  The technician then advised that the problem in not the breaker or the devices but is in the romex/wiring from the panel through the walls/attic to the first termination in the circuit.The work to trace and repair this was declined.  

  Per your inquiry your desired settlement is a repair.  Id be happy to speak with you to achieve this. 

  *********************
  TLC Electrical

  Customer Answer

  Date: 05/20/2024

  Complaint: 21675225
  
  I am rejecting this response because:
  The technician never provided us any of the information regarding why the room was not receiving power, we were only told there was no power to the room, which we already knew. If the offer to correct the issue is at no additional charge, then thats acceptable, if not then I feel the company was dishonest in their communication about possible charges. The amount we paid did not provide us any solutions or explanations. 
  Regards,
  
  ******* and ***************************

  Business Response

  Date: 05/24/2024

  Hello ********************,

  We will

  We will be happy to help you with this. Contact our office to schedule a follow-up appointment and we can give it a second look.  Note, however if any repairs are required they will be at an additional charge.

  *********************
  TLC Electrical

   

   

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called TLC electrical and requested an upgraded Bluetooth control panel for my pool equipment to fix my pool pump issue. They came out on 9/19/2022 and upgraded part of the panel to Bluetooth but it did not work. They had a warranty company come out and get part of it going but the warranty company said TLC did not hook it up correctly and so the freeze protection would not work. Its been well over 2 months now of emails and complaints and they still have not completed the job even though they were paid $2,367 (paid in full). ************************* sent me an email on Oct 6 said he will schedule the freeze protection it but still not done. To make matters worse, they told me they would discount the job 500$ BUT they but failed to do this. I guess I should have gotten it in writing. They then charged me around $318 more than they originally quoted and claimed it was since I refused to pay for a 99$ membership (which I knew nothing about). They claimed the technician told me this but he ABSOLUTELY DID NOT. I would never agree to a membership from an electrician and did not. The service mgr. would not return my 318$ and had nothing more to say other than sorry its your word against his. So now I overpaid and the job is still not finished. I did sign his notepad out in the sun next to the pool equipment so maybe they did have this in writing, who knows, but if so they are dirty dogs in the way they do business. I want my 318$ refunded and my freeze protection put back online. At this point they have done neither and are non-responsive.

  Business Response

  Date: 01/16/2023

  **************** contacted TLC on October 16, 2022 and requested service to install a new pool control panel.  A TLC technician arrived on October 19, 2022 and quoted a new Jandy Aqualink control panel. 

  
  This work was quoted with a membership to our VIP program; **************** signed to authorized for the work with the ****************** of $318 and the new controller was installed the same day (signed authorization attached).
  Upon the completion of the installation it was determined **************** had a poor wifi signal and the panel could not be connected.  In addition, when work was complete and the technician was collecting payment **************** opted out of the Membership and chose to pay full price.  No other verbal or written discounts were offered or implied.

  
  As an Authorized Jandy Installer we scheduled warranty service for ****************** wifi connection issues.  Per the attached work order from the warranty company the new Aqualink system is connected and the system is working well.  However, the warranty company did inform the customer that they have faulty air sensors and electronic valves.  This would explain the problem **************** is experiencing with his freeze guard protection. 

  
  TLC did not quote freeze guard protection repair or replacement; nor did we perform any work on his freeze guard protection.   All work in the original Scope of Work as outlined in the attached invoice has been installed and performed.  There is no outstanding work to be completed.

  
  A refund for the potential ****************** of $318 is not applicable as **************** opted out of the Membership program.

  *********************
  Vice President
  TLC Electrical

  Customer Answer

  Date: 01/18/2023

  Complaint: 18601388
  
  I am rejecting this response because:

  
  

  1) First off, TLC did not quote a "new Jandy Aqualink control panel" as stated per ************************* VP of TLC in her BBB response message.   If this is in fact true,  then why didn't they put in a new panel because the ******** only replaced a circuit board inside the old panel and added a little antannae above it.  Our original Jandy control panel is still in place with all the original relays and wiring inside.

  
  

  2) Secondly, when I originally called TLC originally,  the dispatcher in the office stated that they would also discount the ticket by waiving the dispatch fee if I were to accept the quote.  They did not do this and added the dispatch fee on top of the quote.

  
  

  3)  To make matters worse, the tech absolutely did not tell me I had to join any type of membership or purchase any additional warranty or "protection plan" in order to receive the price he had already quoted me.  Even the paperwork I signed does not state this. I called them to discuss this and they simply stated sorry that its his word against mine. That's just awful to have a customer like me sign something electronically out in sun that you can't really read in the backyard that is totally different from what they are verbally saying you.  As if $2,000 wasn't enough to replace a circuit board and add a little antannae, they cheated me out of an additional $318.73. and didn't discount the job $500. as agreed.  The quote dated 9/19/2022 that I signed clearly says $2,148. total due and balance due and DOES NOT state ANYWHERE that its "only good with a membership".  They insisted that I pay $2,367. if I didn't join the membership as a separate transaction.  The quote clearly says "your price" is $2,000.  It does NOT state "membership price" is $2,000.  They are being very tricky and dishonest.  

  
  

  4) ************************* VP of  TLC electric is also claiming in her BBB message response that the Jandy warranty company  (Ultimate Pools) checked out our pool and found the air sensors and electronic valves to be faulty.  She stated "this would explain the problem **************** is experiencing with his freeze guard protection".   This is dishonest.  I actually called and spoke with this Jandy warranty technician from Ultimate Pools myself.   He told me that TLC did not hook up the air sensor when they unhooked it during the replacement and that was the reason that the freeze protection was offline.  Not only did the Jandy warranty tech NOT say the electronic valves and air sensor were faulty as she mentioned,  but these parts are currently in working order and are the original parts that have been working since the pool was built in 2008.  I don't know why **************** from TLC would say something like this that is simply not true.  

  
  

  5)  The TLC technician offered a cash discount of $500 prior to doing this new panel installation.  Someone at TLC is being dishonest when **************** states "no other verbal or written discounts were offered or implied".  Upon receiving the original quote, I told the technician the price was too high and he said let me go call my service manager and see if there is anything we can do with the price.  I waited inside the house while he went out into the front yard and placed a call.  He returned a few minutes later and said he had received permission to knock $500 off the price.  I then said OK lets do it.  

  
  

  6) TLC is also claiming we had wifi issues and that's why the warranty company was sent out.  The truth is, TLC was not sure why the new panel was not working and they thought it could be due to wifi but needed a better trained technician to commission the new equipment since they didn't know how.  Again, I spoke to the warranty technician that was sent out and he told me that the tech from TLC did not know that there is something specific you have to do to commission the new equipment.  Nothing was done to repair or upgrade our wifi and the warranty tech from ***** successfully commissioned the new equipment.  Upon commissioning, the Jandy tech was nice enough to let me know that TLC forgot to hook up the air sensor and it needs to be done in order for the freeze protection to operate.  To date they still have not finished the job and completed this work.

  
  

  7)  I have an email from ************************* from TLC on Oct 6 2022 stating they would schedule a time to return for the issue I was having with the freeze guard.  This to date still has not happened and they have not contacted me to schedule.  They didn't finish the job the air sensor is not hooked up.  

  
  

  This company not only overcharged me but they did not finish the job.  They have lied about why the job was not finished.

  
  

  
  

  Regards,

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

  Business Response

  Date: 02/09/2023

  At this juncture, we are going to have to professionally agree to disagree. As previously stated, all work in the Original Scope of Work that was signed and approved by **************** has been completed. 

  This work has been verified by a third-party,manufacturer approved, warranty company and found to be in good working order. 

  **************** has claimed that discounts totaling 37% of the cost of his project was offered/promised. There are no discounts or waived fees that have been offered or implied.  All our pricing and discounts are up front and in writing and as in this instance signed by the customer prior to starting any work.

  The third-party warranty company did find additional repairs needed for the freeze guard to work properly. However, TLC has not offered,quoted, or scheduled this work.

  Should **************** have any additional problems with the actual work performed by TLC he has the option of requesting a warranty call from the manufactures website and this information has been provided to him.

  *********************
  Vice President
  TLC Electrical

  Customer Answer

  Date: 02/16/2023

  Complaint: 18601388
  
  I am rejecting this response because:
  

  First off, TLC is breaking the law.   TLC is a licensed electrical contractor and is required by *********** law to include information printed on their invoice on how to contact the **** in the event of a customer complaint.  They obviously don't want customers to have this information and that is why its not there.  This needs to be fixed because they have dozens of customer complaints and an untold number one star reviews that can be easily found online due to their poor service.   This information by law must be added to all invoices for consumer protection.  On top of this, TLC offered a verbal discount of $500 to me and never followed through.  This discount is owed.  In addition, TLC needs to refund the $367. they added to the quote for not joining their "membership" which they did not mention and I did not agree to prior to performing the work.  This is a bait and switch tactic and is probably illegal as well.  You can't charge more than quoted without the customers permission!  They also charged a service call on top of the quote which is not industry standard, is in poor form, and it should be refunded.   To make matters worse, they agreed to come fix and scheduled to come fix the freeze protection after all this back and forth with the BBB and then they cancelled it at the last minute the day before a freeze when it was needed most!! This was done by *************** on Jan 24 by email. I was forced to contact another pool company and called ******* Pools to fix the problems they left behind.  The ******* technician found a wire burned in two because TLC left it hanging next to the heater instead of fastening it properly when they perfomed the original work.  ******* also found that most of my equipment was never put on freeze protection by TLC after they replaced the panel and that ONLY the main pump was put on freeze protection. I would have had severe damage to my pool equipment if ******* had not corrected this nightmare that was left behind by TLC.   TLC owes me $406.76 for the ******* pools invoice where this work was performed to correct their poor wiring workmanship and lack of putting the equipment on freeze protect.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had been working on my pool pump motor, it had a frayed wire which I repaired. When I turned the unit on, sadly it did not work. Feeling I needed a professional, called TLC. The service guy said I needed a complete unit costing thousands. I paid the $69 service fee, went back to look at the pump and discovered all that was wrong was the main positive wire to the motor had come loose. How could a company that calls itself professional overlook the most basic and obvious problem

  Business Response

  Date: 09/10/2022

  Hello Mr. ************** style="-webkit-text-size-adjust: auto; font-family: UICTFontTextStyleBody; font-size: 23px;">
  Thank you for your inquiry. When *************** arrived at your home the pool pump/motor was particularly disassembled and improperly wired. You declined any and ****************. Per your signed invoice no work was perform by TLC. You were only charged the Dispatch/Trip Fee that you were informed of when booking your service call.  A refund or adjustment is not applicable. 
  
  ************************ style="-webkit-text-size-adjust: auto; font-family: UICTFontTextStyleBody; font-size: 23px;">TLC Electrical