Complaints

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• Initial Complaint

  Date:06/25/2024

  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.

  In 2022 we signed up with TLC to replace our swamp coolers (2) with much newer, quieter, etc., units. The problem was the humidity became 80s% inside and it was more unbearable than ever. They kept telling me to wait for the salesman to get back from his weeks of vacation and then he'll come over and figure out what to do next. It was hour by hour miserable and we asked for someone else to come out in his absence. He had talked me into the swamp coolers and did not want to take any responsibility for that being a horrible choice for our house.
  TLC said they'd work with us to put in refrigerated units (mini-splits) instead but it would cost more to the tune of $57K for all 8 of them. The installs for these 8 units went on for weeks and we didn't know when they were done; i.e., drilling fine dust....
  When we first used a rarely used unit, we found it didn't work and TLC did fix it since it was within the 1 year timeframe. At that time, ***** ******* Santa Fe Owner (and buck stops here guy) said that we need to find another company to handle any future needs.
  Bringing me to the fact that we just found out yesterday when I had a different HVAC company come out for a broken unit that was very loud or an error code which was a pump Then we found out that TLC did not install ANY of the 8 mini-splits correctly. There are 2 copper lines (a suction line and a liquid line) going into the unit and would involve ALL the lines that they snaked through our ceiling, new roof, etc., need to be taken out, insulated, and then restrung - making it a total of 16 copper lines to repair or replace.
  The broken unit needed a new pump and these 2 problems are extremely likely to happen in the future; the only one we can prevent is the condensation so it needs to be installed corrrectly according to manufacturers instructions. So far we have only had one, but they will all get it at a future time dependent on usage. (Some will take years for low usage).

  

  Business Response

  Date: 07/02/2024

  **** ******
  I regret that you are dissatisfied with your installation. I
  have not received any correspondence regarding any warranty issues with the
  system outside the single unit that wasn’t working last year, which, as you
  mentioned, we did repair. While I did request that you use another HVAC service
  for any additional work moving forward, I did let you know that any warranty work
  would still be covered under our standard warranty, which is one-year labor warranty
  on our installs as well as a lifetime workmanship warranty on all our work.
  This would include if the systems were installed outside of manufacturers’
  specifications. This is included in the original work proposal that I provided to
  you, which I have attached for reference, along with the invoice from that same work.
  I would be happy to come out personally, with one of my
  technicians, to assess any discrepancies in installation, and would of course
  correct anything that we find at no charge to you.
  Unfortunately, mini split pumps do fall outside this Workmanship
  Warranty, as they do fail sometimes without any correlation to the installation,
  so we would not be able to serve you for those parts.
  Please reach out to me at your earliest convenience to
  schedule this assessment to be made, so that we can resolve this matter to both
  of our satisfactions.
  Thank you,
  ***** *******
  Owner
  TLC Santa Fe