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:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 4.11.25, TLC was called to repair the ********l's electric pole which was leaning. They arrived at approximately 2:05 p.m., left at 3:00 p.m. to get supplies and dinner, returning at 6:30 p.m., after hours. The time quoted to complete the job was 4 hours. Periodically checked in to see how it was progressing and at around 10:30 p.m. was told it was not complete. Upon checking in again the job was complete and they were submitting the paperwork required to PNM just before 12:00 a.m. I was told that they needed to stay at the job site until PNM could come out and verify the completion within the 24-hour period. Both workers left so that one could be taken home. The other returned and we waited until 4:00 a.m. at which time I indicated that I could no longer stay and that it was apparent PNM was not going to arrive. I was contacted by text on April 12, 2025, and was told that PNM was on a job out in Rio Rancho and that they would contact him when they knew a timeframe. I was asked to meet at the ********l and so we did not miss the 24-hour notification time and would be sent to new service which I was told could be 2 weeks to restore. PNM never showed up on the 12th. PNM contacted the worker on April 13, 2025, and said they would be available to there in 15-20 minutes. PNM arrived and I let them in, and the worker showed up a few minutes later and confirmed with PNM.
  PNM was contacted to inquire why it was necessary to have someone stay on the premises until they could arrive and I was told that was not true, although that is what I was told by TLC. Once the paperwork had been submitted it took care of the repairs being completed within the time frame required. All that was needed was to be able to meet them at the ********l when they were able to come out which I had already indicated to TLC that I was available to do.
  
  *Please see attached for remainder of the description.

  

  Business Response

  Date: 06/26/2025

  Dear Ms. *****,

  Thank you for your continued patience while we reviewed your concerns regarding the recent invoice.
  

  After reviewing the project details, only the licensed technician should have remained available for follow-up with PNM. We will adjust your invoice accordingly to refund the helper hours charged on April 12th and 13th for a total of $412.00.

  Our communication with PNM has been that we should remain onsite and available in case there are any questions or concerns regarding the repair. This practice is intended to help reduce restoration time and ensure the process moves as efficiently as possible. We apologize for any inconvenience this may have caused.
  

  Our goal is always to repair and restore your power as quickly as possible. However, in these situations, we are subject to the availability of both PNM and city inspectors. During restorations of this type, our aim is to complete the repair within the 24-hour window so that PNM can proceed with restoration. If the repair is not completed in that timeframe, a city inspection is then required before PNM can restore service—potentially causing extended downtime for the business. This is why our communication with PNM has always emphasized remaining available onsite to expedite the process. Unfortunately, there are times when PNM is responding to multiple outages, which can impact response times.
  

  We truly appreciate your understanding and your support of our efforts to assist with this important repair. Please don’t hesitate to reach out to myself or our Commercial Department Manager ****** *********.

  Thank you,

  ***** ******

  
  
  

  Customer Answer

  Date: 06/27/2025

  [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

  Date:04/10/2025

  Type:Customer Service 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.

  TLC has continued to send me advertisements through the mail even through I have requested move then six times that I be removed. The service I received from TLC was horrible. A tech told me to run my ac until it broke and then to buy a new one. I escalated the issue to a manager. I am on the no solicitation list. This company is a horrible one and I don’t want to hear from them anymore.

  

  Business Response

  Date: 04/14/2025

  Dear *** *******

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the continued mailings you’ve received despite your prior request to be removed from our list.
  

  We understand how frustrating this must be, especially after you had already communicated your preference. You were correctly placed on our Do Not Mail list, and unfortunately, it appears there was a system error that caused your name to be inadvertently included in a recent mailing. We take full responsibility for this oversight.
  

  We are currently in the process of updating our internal systems to ensure this kind of issue does not happen again. In the meantime, we have manually verified that your information is removed from all active mailing lists, and we will take extra care to ensure your preferences are fully honored moving forward.
  

  We appreciate your patience and understanding, and we’re truly sorry for the inconvenience.
  

  Sincerely,

  ***** ****** 

  Customer Experience Manager

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 November 13 2024, I had TLC
  Come out to
  Turn on heat and close swamp cooler. Technician did the work turned on heat, set thermal to 69 degrees and left. Never checked thermostat and left after being tipped. It got colder a day later and I tried to raise temperature. It would not work, I called TLC and was told tech. Would call me. I called again and was told someone would come out on Tuesday, sometime between 8am and 5pm. This was on Friday. Called Monday morning and operator was very rude “I don’t want to argue with you.” You can pay $200.00
  And they’ll come today or wait until
  Tuesday. She then hung up. I have been a customer, as well as three members of my family for 25 years. This is totally unacceptable and you can be sure we will no longer be using them

  

  Business Response

  Date: 12/05/2024

  First,
  I’d like to apologize for my late response. We take your feedback very
  seriously and appreciate you taking the time to let us know about our shortcomings.
  We would like to refund you in full for the service that did not meet your expectations
  as well as offer that our Department Manager, ***** ******, provide a home
  visit to see why your unit isn’t working. Please reach out to me or ***** directly and we will work out when a good time might be for you. 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 Answer

  Date: 12/11/2024

  TLC contacted me and corrected problem.  Please cancel this complaint

• Initial Complaint

  Date:09/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:05/23/2024

  Type:Order 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.

  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

  Date: 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

  Date:12/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/17/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/26/2023

  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.

  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

  Date: 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

  Date:12/21/2022

  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.

  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

  Date: 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

  Date:12/16/2022

  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.

  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

  Date: 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.