TLC's Guarantees and Pledges to Our Customers

We strive for each and every customer to be MORE THAN SATISFIED! We want you to feel we went above and beyond the services you paid for, and that you felt no pressure to purchase anything you didn't need or want. That's why we offer the following guarantees and promises to you.

Customer Bill of Rights

We will give you this checklist before starting your precision tune-up, service call, installation or estimate to make sure we have met all your needs. By giving you this Bill of Rights and asking you and our co-worker(s) to sign it, we insure that everyone knows what to expect on every call.

1. 100% No-Risk Money-Back Guarantee: If you're not MORE THAN SATISFIED, you don't pay!
   
2. TLC co-workers who take your calls will ALWAYS:
   - Answer promptly 24/7/365
   - Have the answer or have someone promptly call back with it
   - Be courteous and professional
   - Call to follow up after your service
   
3. TLC co-workers who visit your home will ALWAYS:
   - Arrive at the scheduled time
   - Wear a uniform and arrive in a clearly marked company vehicle
   - Make every effort to not block your driveway or ask your permission if he sees no alternative
   - Be background-checked and subjected to random drug testing
   - Have signed both a strict Code of Conduct and No-Pressure Sales Pledge
   - Wear floor protectors and use drop cloths as necessary to protect your home
   - Demonstrate all services performed
   - Offer to let you keep all removed parts except for parts under warranty
   - Properly diagnose and fix any problems right the first time
   - Receive and install all special-ordered parts within 24 hours
   - Perform a complete professional cleaning
   - Participate in a minimum of 120 hours paid training annually
   - Be informed and educated about all services offered
   - Offer you an opportunity to enroll in our Energy Savings Agreement Plan
   
4. TLC President Tom Noland will ALWAYS:
   - Return your phone calls
   - Reply to your emails

No Pressure Sales Pledge

Some contractors resort to high-pressure sales tactics to get you to buy before you've had an opportunity to study your options. If you know nothing about the contractor prior to the sales call (from literature, references, online information), and they give you a lowball price – but only if you buy right this minute – you should be wary. Any time you feel uncomfortable or unduly pressured in a sales environment, you should ask the contractor to "back off."

We enforce a no-tricks, no-pressure sales pledge which is signed by every TLC services co-worker:

"I agree to abide by the following code of behavior governing my sales recommendations:

1. I will not make any recommendation that I do not believe is in the customer's best interest as a homeowner.
   
2. I will only make recommendations warranted by thorough testing and analysis according to current industry standards.
   
3. I will respect the customers' time by always being punctual, by informing them in advance if I will be delayed, and by following up promptly with promised quotations and information.
   
4. I will provide customers with my business and cell phone numbers as well as email address so that they may easily reach me should they have questions.
   
5. I will never use tricks or tactics to pressure a customer into making a decision before he or she is completely comfortable and has had ample time to do all of his or her due diligence.
   
6. I will do everything in my power to fully explain options and to provide customers with written information to assist them in making the best decision for their homes AND for their budgets.
   
7. Any price I give will be according to our published flat-rate price-book, any discounts applied only by special offers previously published in our mailings, advertising, newsletter or on the internet.
   
8. I will provide each customer with a complete written estimate which will include a detailed list of all work to be performed and equipment to be installed."