Caveat emptor - last minute additional fees, unwan...

Caveat emptor - last minute additional fees, unwanted services added, arm-twisting, and the sales agent not paying attention are what I experienced when I tried to use them.

I had called for a quote on a replacement evaporative air conditioner and relieved a quote for $2900. Each time I spoke with Mr. Robles, the sales agent I was working with, I specified the unusual pitch of my roof as well as the need to repair the flashing around the existing unit.
When the day of installation came neither of the techs were aware of these things. When they called in what they needed to do, the quote went from $2900 to over $4000.

While this is an unfortunate mistake on their part, it's not why I am rating them at 2 stars.

This low rating is for the arm-twisting that the sales agent did, as well as the unnecessary services that were added to the initial quote.

When I said I needed a day to think about the additional cost the techs, who had already taken the old broken unit off, offered to just take the unit with them. I agreed to this, thinking that this was a win/win as I didn't want the unit anyway and this way they wouldn't have to waste time hauling that thing back up on the roof.
An hour later when on the phone with Mr. Robles, he said that the fee to have them take the AC was going to be over $200, but IF I continued on with the project it would just be considered part of the original quote.

Now I could see where a small disposal fee would be reasonable but not $200. Not when it was the failure of the sales agent to take into account what I was telling him. To have him use that fee as leverage to continue on with a project whose cost just skyrocketed was enraging. Regretfully I didn't have the presence of mind to just tell Robles to have the techs turn around and put the AC back up on my roof.

Last but not least, even though I had been asking for an itemized invoice of services, it was only after this incident that I finally received it. And it was padded out with services in there that I did not request, such as annual service contracts and a digital thermostat. Neither of which was discussed with me during my request for quote.

For all of this, TLC has lost my trust in them.