T.L.C. Air Conditioning And Heating

This project has completed and I am back to give my final thoughts:
Clearly this company is struggling with customer service. Throughout this project, both husband and wife owners Tyrus and Erica were unable to communicate clearly, consistently, and in a timely manner with me. Erica told me they are having problems being reimbursed by my insurance company (on another customer’s project). I am sure it is a source of immense stress for them. HOWEVER, they must take it up with the insurance company and not have that affect the quality of their interactions with other customers!
I own several properties, and I work with dozens of contractors. I tell everyone I know when I have found a good contractor. I also tell everyone I know when I would never recommend a contractor. TLC’s owners should do some introspection and explore how their interactions with their customers directly affect their success as business owners.

T. L. C. Air Conditioning and Heating
Not sure where to even start, but this is the worst company by far that I have EVER worked with. They are unprofessional, unreliable and irresponsible to even call themselves a business.
Now the facts:
Our A/​C unit went out on a Monday, during one of Palm Springs 113* weather.
We are under a Home Warranty policy, notified and assigned T. L. C. A/​C & H. Due to the high temperature I called them before they contacted us. Dialed their business number, and it was answered with a «ya what?» (Should have been my first clue).
Explained our situation, he said he would be out that afternoon (good). Coming onto 4:00 had not heard from him so gave a call back…(again same kind of unprofessional answer of the phone). Asked about if he was still coming, with a very impatient answer, «I said I was!»
Turned out we had been talking to the owner, Tyrus C.
He came, said we needed a new unit, to old to fix and would send in a report. This is good now. This was late Monday afternoon.
I live in a condominium, so therefore there are certain Architectural guidelines that need to be followed. Nothing that difficult, the same ones followed by all A/​C companies for years. I get the forms from the office and fill out my part and send them theirs on Tuesday. Basically it request name of company, Lic #, info regarding city permit.
Wednesday afternoon I receive approval from the Warranty company for the go ahead. Assuming T.L.C. also got the go ahead, work would be started Thursday… Friday at the latest.
Mind you, since Monday we have been paying for our Tenants to stay in a hotel, as it is much to hot. T.L.C. was aware of this as well.
Not hearing from them by Friday, I finally call Tyrus. He pretty much did not want to talk to me and told me to call his Office Manager Erika C. I did and she is now informing me they are not understanding «all this paper work required». Mind you they have had «this paper work» since Wednesday AND no one bothered to contact me, but to just sit on it and do nothing!!!
I finally had a representative from my HOA contact her, on Friday and walk her through it. Supposedly all was taken care of and Erika told her she would get the City Permit today.
Today, being now Monday, one week later I decided to check to make sure the permit was obtained. However, after two calls to Erika from my HOA and one call from myself, none ever being returned I bit the bullet and called the owner, Tyrus C.
Now…here is the shocker! After stringing us along for a week in 113+ degree weather, NEVER returning a single call, then acting rude (the owner) when we would have to make repeat calls… He has the audacity to tell me they can NOT deal with the paper work and are refusing to do the job!
«We are a one man company and do not have time to deal with this paper work.» Well, I don’t know what kind of company you run, but apparently you are not capable of running THIS business!