Complaints

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed up for a monthly "Club" program with Moores Home Services, which supposedly includes regular "maintenance" visits. However, we only ever received one such visit, during which the employee claimed (probably falsely, according to a second professional opinion) that our furnace and a/c system needed replacement, and gave us a massively over-inflated quotation to do the job (e.g., parts quoted at 60% more than retail)! Today, they were supposed to come back for another "service" visit, but failed to show, wasting our afternoon waiting for them. The monthly "club member" payments are a waste of money, and the "service" is a worthless rip-off. I have canceled the worthless plan, and I intend to obtain refund of their charges via small claims court.Moores also claims to be "Diamond Certified", but I am a subscriber to that service, and can find no such record. Is that also fraudulent?

  

  Business response

  10/10/2023

  We understand that Mr. ******** feel unsatisfied with his last service visit. We apologize for any miscommunication in being unable to complete his last scheduled appointment at the original set time. We are actively working to ensure that we keep communication with our customers and update them on the status of their appointment on our schedule.

   

  We have agreed to refund more ******* for his club membership fees for a total of $299.25 (monthly membership of $19.95/month since membership start date).

   

  I would also like to share our Diamond Certified link below, to ensure that ****************** is aware we are indeed **************************

   

  *****************************************************************************************

   

  Customer response

  10/10/2023

  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.
  

  I appreciate the refund of the payments that we made for what turned out to be a worthless club membership. At this point, there probably is not much more that the BBB can do to help, because I no longer trust anything that I am told by Moores. In addition to the mess with the "safety inspection" appointment, they had previously claimed that our heating furnace had "cracks", and needed to be replaced. The quotation they gave us for the replacement was an appalling attempt to rip us off; for example, one item in it was priced at 60% more than the actual RETAIL price. We then had a second independent inspection, where the technician used an endoscope to check the furnace. He told us that there are NO cracks!

  I am aware that Moore's are "diamond certified", and will be following up with that organization too, to try to find out what that dubious certification really amounts to.

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Moore to install a new HVAC unit in early 2021. Following the installation, we immediately had issues as it was incorrectly installed--including loud banging noises in my house (a result, we found after many visits, of them not increasing the size of the return), and also had many issues immediately after with the thermostat that they upsold us not working. A year in to our installation, around mid 2022, our units continued to have issues properly serving our house (especially the cooling/AC unit function). Moore came in and told us we needed two things: to buy their ongoing maintenance package, and new insulation in our house. We bought both from them; they blew in new insulation and charged us monthly for their 'maintenance package' where we were told we would be contacted 2x per year to have people come out to maintain and service our units, for a longer life cycle.Fast forward to today. In the heat of last week's heat wave, we felt that our AC unit was still not working correctly. We made an appointment to have a technician check it (not before being told on the phone that if we did not have all of our physical paperwork from the installation that we would be charged for the visit--although we not only do have that, but we are also under warranty). The technician found that our unit had essentially 'frozen over' over time, and needed to be fully re-serviced. This was something that, it seems, had happened previously and their maintenance technicians did not fix--they merely used this to sell us in to buying new insulation stating that our house wasn't cooling properly since our insulation was old. To add insult to injury, following getting that fixed last week, I had my 'maintenance' appointment scheduled for today which was cancelled an hour prior to showing. I have not received the maintenance service that I paid for, and also do not have a consistently functioning HVAC unit and I expect to be reimbursed for those expenses.

  

  Business response

  10/10/2023

  Two of our managers have been working to ensure we address Mrs. ******** concern and resolve any issues. Below is a timeline of our services to help explain that system was services and operating correctly after BBB complaint was filed.

   

  Our Operation Manager, ****** will be reaching out to ******************* to better understand why our complaint remains open. Below is a brief timeline of our service history since first installing her system in 2021. The last maintenance visit shows that the system was functioning appropriately and was cycle certified by ************** and have not heard of any issues after our most recent visit.

   

  • 2/18/21: Installed new system.
  • 2/19/21: ************** call on install, System over Heating per customer.
  • 3/3/21: Service call - had limited access to workspace, couldnt install t-stat because we could not walk on floors.
  • 3/4/21: Service call Power was cut to the unit during an unrelated electrical project, went out to assess.
  • 3/12/21: Service call to add a return air upgrade at no additional cost.
  • 3/18/21: Refunded client $2,000 from their original contract price.
  • 1/18/22: Service call to diagnose system not working. Replaced the circuit board. Became a club member during this visit.
  • 1/18/22: Service call to replace thermostat.
  • 1/20/22: Service call to fixed incorrectly installed thermostat.
  • 3/15/23: Performed PSI visit (member benefit)
  • 4/5/22: Performed *** tune up system cycled and certified (member benefit)
  • No issues for another year
  • 1/11/23: Performed *** tune up system cycled and certified Suggested insulation upgrade for home (member benefit).
  • 1/19/23: Sold Insulation.
  • 1/27/23: Installed insulation.
  • 7/7/23: Service call to repair bad TXV valve.
  • 7/17/23 BBB Complaint filed.
  • 7/25/23: Performed AC Tune-up system cycled certified (member benefit performed after complaint was filed)
  • No follow up calls or complaints after AC Maintenance visit on 7/25.

  Customer response

  10/10/2023

   
  Complaint: 20334031
  
  I am rejecting this response because: I only just heard from them to try to resolve this issue. I had called them multiple times to try to resolve and it took until this week to hear from them. They also told me that they would comp my maintenance fee which has still not been fulfilled. Waiting to hear back from them by end of the week.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked Moore Home Services to install an integrated HVAC system as the foundation for improving my homes IAQ. That failed!In 2021, Moore installed a potentially decent system, but the installation was rushed and fragmentary. A 30 year old return duct was not replaced.After I contacted Moore about this, there was an initial delay, followed by their admission of oversight. This is where Moores rushed, poorly trained techs really messed up. Our HVAC nightmare started here, September 19, 2022. Moores techs arrived unannounced and unprepared. In a rush, they immediately started working in the attic without allowing time for turning off the furnace fan. When they opened the old return duct, attic insulation and debris was sucked into the furnace. Their supervisor responded by sending a guy out later that week to vacuum up the mess. A mildew odor showed up the next day (four days after the incident). The tech returned with a disgruntled, abrasive demeanor. There was no investigation of the mildew odor. He vacuumed the furnace a second time. Then glaring at me, told me I worry too much. Unfortunately, over the following four months, the company offered no other remediation. I told them our indoor air was getting progressively worse, and the furnace was becoming inefficient. My energy bills sky rocketed. What did Moore do? On November 30, 2022, the supervisor referred the case to a polite but evasive Senior Client Resolution Specialist. She ended up wasting valuable time, and tried to pin the problem on ******* **** she knew I desperately needed them to resolve the issues, she referred the case back to the supervisor in charge during the September fiasco.So far, there are no offers to replace the damaged furnace or supply ducts. I paid them more than $16,000 for this equipment. This is not their advertised 100% right or 100% free! As time passes without resolution, costs and risks accrue, including an overheated furnaces risk of fire.

  

  Business response

  02/23/2023

  We are currently working with the client to find a resolution. We will circle back once we have found a resolution. 

  Customer response

  02/23/2023

   
  Complaint: 19389195
  
  I am rejecting this response because the business has not responded to my recent emails, dated 02/17/2023 and 02/22/2023. My emailed messages were clear, and indicated a response was needed. In fact, this HVAC fiasco continues to put our health and safety at risk. My recent emails should not have been ignored.

  True, the business had begun a dialogue, but there now appears to be pivotal hesitation on their part to proceed with specific elements of a complete and just resolution. If the business had responded to my recent emails, I would have delayed my rejection of their response. By response, I clarify that it should be complete, not a means to delay resolution further.

  Sincerely,

  
  ***************************

  

  Business response

  02/27/2023

  We had our Service Manager ********************* out to ********************* house today and we were able to find a resolution that she is happy with. ***************** was given 2 year of complementary membership. Complaint has been considered resolved. 

  Customer response

  02/28/2023

   
  Complaint: 19389195
  
  I am rejecting this response because:

  1. I have not received written details of the offer. It had been discussed verbally only.
  2.In addition, it is not clear that the offer actually addresses steps to rectify/repair damages, including but not limited to full evap coil cleaning. Unfortunately, the business appears to be ******* premature resolution of the matter. 
  3. Similarly, the business previous monetary offer had been of interest to me, but there was no follow up on it. Specifically, there was no response to my emailed questions related to previous invoices.
  4. We are all interested in a fair resolution. I want to remain open to that, as well as to maintain courteous, responsive interactions with the business. I understand protection of interests is a mutual objective. It is two-sided, interactive, possibly reciprocal. But transparency and clarity are fundamental to a potential resolutions  progress. Without that, progress will remain stalled.
  5. In addition, I have an independent HVAC contractor putting together a written assessment w/recommendations and estimates related to replacement/repair costs. Inclement weather has delayed their process of finalizing formalized estimates. Their dialogue nonetheless remains clear, open, and transparent, which gives me opportunity to compare approaches/plans re- my homes HVAC system. 
  6. Without Moore Home Services sending me detailed, written offer(s), I will not be able to proceed, compare offers & costs, nor accept their BBB response(s). 
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I receive solicitations in the mail from them on monthly basis. Sometimes twice a month. I am tired of their junk mail and will never use their services. They are deceptively mailed in a plain envelope from an *********************** in **************.

  

  Business response

  08/22/2022

  We sincerely apologize for any inconvenience we have caused you, and we are completely committed to removing anyone from the list when requested.  Please know that we have taken the necessary steps to remove your information from any future mailings from us.  The removal process takes two weeks, and after that time, you will no longer receive any further mailings.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am on the do not mail list. I've lived here for 6 years and have received more than Twelve mailings from this company for three different people oh, to who I do not know. I've asked to be removed from their mailing list 4 times via phone and I have sent mail back 6 times with RRFUSED over the last three years without any result I still get mail. I wish to be put on their do not mail list for real. I don't want to receive anything from them again. Thank you

  

  Business response

  05/02/2022

  We sincerely apologize for the inconvenience and frustration we have caused you with our mailings. We aggressively track all removal requests, which we then pass to our mail house to ensure they are removed from future mailings. We are completely committed to removing anyone from our list when requested.  We have sent your address to our mail house to have all 3 names removed from our mailings.  

  Customer response

  05/03/2022

  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.
  
  Sincerely,
  
  *********************

*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. ↩