Complaints

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September, i wanted to replace my bathroom faucet and was looking for a licensed plumber to do so. I reached out to John Moore which tole me my water heater was leaking. I agreed to replace my water heater and bath tub faucet. Both jobs were botched! Eventually, I received a partial refund for the bath tub faucet. Fast forward to last week and found the water heater tray halfway full of water and leaking into the bedroom. The water heater is located in the attic so there is damage to the ceiling and walls. I called my licensed AC company which confirmed the AC clog and repaired it as well. The AC technician said the water heater was installed out of code and it was the reason as to why the water heater pan had water. I called John Moore and the QA technician camr out and said he was going to see what he could do but the water was installed using the existing plumbing from when the house was built. He then proceeded to not only take video of the damages but other damages to the house unrelated to the water heater which I told him the video he was taking was due to foundation repairs. I am calling the city of Houston Monday and reaching out to BBB for the same thing, what can be done to have this water installed correctly? What can be done so a professional technician can come out to only work on the water heater? Why do these employees keep taking random parts from my house?

  Business response

  12/20/2024

  Ms. ******,

   

  Upon further review, we have completed all repairs at your home regarding the installation of your water heater. If you have any remaining questions or concerns, please feel free to contact our office. 

   

   

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 4 of 2020 my dad signed a contract with John Moore to have an AC unit installed (indoor/outdoor). Agreed to pay $14,700 for it under the false impression that it had 10 year warranty on BOTH parts and labor. The sales person who got him to sign didn’t accurately translate the contract and what it actually said (the contract was in english and my dad only speaks and reads spanish) which is fraud. The sales person just wanted commission on a big rip off installation. Premium price for cheap work and materials. The outside unit stopped functioning 2 days ago we called John Moore to send a technician, the technician wanted over $3k to fix the issue. Even though they promised 10 years warranty on labor and parts for that premium price! Calling John Moore is the biggest mistake you can make. They will upsell you everytime! Just A month after they freshly installed the unit my dad was unhappy with the cooling and told them that he felt that freon was needed , they told him no and that he actually needed more insulation in attic and that would make his house cool and also bring down his energy bills because the AC system wont try to hard to cool down the house. He paid $1400 for that and the house did not get any cooler and his energy bills stayed the same, so he got ripped off again when the whole time Its just that the cheap weak 3.5 ton unit they installed isnt going to cool under 75. I feel John Moore owes us the money we paid to get the unit repaired and the money spent on attic insulation that was not needed because it didn’t change the temperature inside the home. It made no difference. If the company has any integrity like it claims it will make it right.

  Business response

  08/07/2024

  Ms. ********,
  Upon reviewing your account, I can confirm that your original invoice specifies a warranty coverage of 10 years for parts and 60 days for labor. The system was installed in 2020, and our records indicate that there have been no prior complaints regarding system performance outside of the insulation, only routine yearly inspections.
  The technician who visited your property provided an estimate for repair in accordance with the terms outlined in your original agreement. However, we understand that this situation may require further attention.
  To ensure that we fully address your concerns, we would like to offer to send a field supervisor to thoroughly inspect the equipment. This supervisor will provide a comprehensive report to our office, allowing us to determine if any adjustments or additional measures need to be taken.
  Please inform us of how you would like to proceed with this matter.

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This is not a solution. Don ********* needs to live up to his commercials instead of letting the sales technician lie and do whatever it takes to get an extra dime. 
   
  

  Business response

  09/10/2024

  We are reaching out to reiterate our offer of having the field supervisor assess your equipment. We understand that the situation surrounding the part failure is both unexpected and inconvenient, and we are committed to providing a assistance in the resolution.
  
  Please let us know a convenient time for you, so we can arrange the inspection at your earliest convenience.
  
  Thank you for your attention to this matter.
  

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  An inspection of equipment does not fix the fact that you are not honoring the 10 year warranty on BOTH PARTS AND LABOR that was promised by the sales man! You want to inspect and charge more money. Rip off.
  
  Regards,
  
  
   
  

  Business response

  09/17/2024

  Ms. ******** 

  We are currently attempting to speak with you to arrange a suitable resolution for your recent concerns. At your earliest convenience, please contact our Customer Care Manager at 281-517-7238.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called John Moore out to my house on 7/12/24 to come look at my A/C unit after our power was restored from Hurricane Beryl. They installed a new system in 2020, so I preferred they look at it. The technician told my husband that the furnace was old and he we need about $10k replacement. The same day I called another technician out and he came out the following day. He did a hard reset, tested all the circuits, and ran tests on the system and he stated that we didn’t need any repairs. My A/C came back on and was blowing cold air. I can’t believe that John Moore would try to take advantage of people during a natural disaster.

  Business response

  08/02/2024

  Mr. ******,

  First and foremost, please accept our sincere apologies for any confusion or inconvenience our visit may have caused. We take our customer service very seriously and always strive to provide clear and accurate information.
  Upon thorough investigation of our records, we have confirmed that our team installed a coil August 2020 unfortunately not a complete unit. This information is crucial in understanding the context of our recent visit.
  The technician who attended your property recently observed that the overall condition of your furnace warranted consideration for replacement. This recommendation was made based on his professional assessment. However, we acknowledge that there may have been a lack of thorough explanation regarding this recommendation, for which we apologize.
  We are pleased to learn that you were able to resolve the immediate issue. Nevertheless, we would like to emphasize that our aim is always to provide comprehensive service and clear communication.
  Should you have any further questions or concerns, please do not hesitate to contact us. We value your business and are committed to ensuring your complete satisfaction.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April we had John Moore do an ac maintenance check up. They never check the practice see if it was clogged. We had a leak in our kitchen and dinning room do to water running down the pipes. They said their ac people are not responsible to check that, even though it is part of the ac. We hired a plumber to clean it out . He told us it was due to the ac not our pipes. He told us we need a p trap so that will not happen again. John Moore would not help us out even though we have a contract with them for our ac. We are getting the run around. How come our other ac company always checked the water flow and John Moore doesn't. They said they would charge us 459.00 to fix the problem that should have been taken care of in April when they came. Very poor service.

  Business response

  06/24/2024

  Mr. *****,

  We kindly request your input on how you would prefer us to address this matter. Your feedback is invaluable to us, and we are eager to find a solution that meets your expectations.

  We look forward to hearing from you soon and working together to resolve this situation promptly.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/30/24 Incompetent techs cost me $746.99 for a part I did not need until they messed it up and tried to say "it went bad". How does the housing unit for a blower "go bad"? The answer to that is because the incompetent techs used an over torqued wrench power tool to try and screw the new blower in and admittingly stripped 2 of the bolts. I was never shown the price or gave authorization until they had it all installed and were anxiously waiting to leave. I was presented with blank electronic documents and told I was signing for no damage, technician satisfaction (ha), and to authorize my credit card. I did see the price for the part and scoffed, but what was I supposed to do, have them rip it all out? Refuse to pay? What was supposed to be a 1 hour install turned into a 5 1/2 hour install with a 3rd "quality control" tech coming out at the 3 1/2 hour mark to help dig these guys out of the mess they made. My husband called John Moore multiple times during this fiasco getting nowhere and having no one call him back to explain anything. I truly feel completely bamboozled as a female that they took advantage of because my husband was out of town. I did have a male friend come by and he is who those techs admitted the error with the housing to. On 5/2/24 we finally received the invoice after asking for it, but the person on the phone told my husband that because I signed "an authorization" that they cannot do anything and we are stuck with paying for the part. I have pictures and have the supposedly bad part in my house and would love to know where it looks to be bad. I also have a detailed timeline which was sent to John Moore already. We went with this company because we thought we would get the best service based on their history and rating but I guess I will have to live with that regret.

  Business response

  05/03/2024

  Dear Mrs. ********,
  Thank you for bringing this matter to our attention. We have reviewed the details and agree that a refund is warranted in this case.
  Accordingly, we have submitted a request to process a refund. Our standard refund procedure takes 7-10 business days, and the funds will be returned to the original form of payment.

  If you have any additional questions or concerns, please feel free to contact our customer care manager, Monnah, at 281-517-7238.

  Customer response

  05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired John Moore Air Conditioning to complete AC work on 03/21/2024. On 03/22/2024 - technicians determined that they could not completed the work. My card was charged $4700.00 for the work. On realized that my card had been charged I called 03/28/2024 and was told that a manager would call me. No one has called. The charge has not been reversed on my credit card, meanwhile I am being charged 26% interest on my Discover card. I asking that the charge be reversed and that I be refunded for the interest I am being charged i.e. $4700 X .26 = $1,2222 /365= $3.35 X (number of days funds withheld)

  Business response

  04/19/2024

  Mr. *********,
  We understand the importance of a timely refund process and we want to assure you that your refund request, dated 3/22/2024, has been successfully processed within our standard timeline of 7-10 business days. Our records confirm that the refund has been fulfilled.

  
  If you have any further queries or concerns, please do not hesitate to reach out to us.
  

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  John Moore did not respond on why my credit card was charged if the service could not be provided.   Credit card transactions can easily be reversed.  This would have instantly negated the transaction - same day.    John Moore had use of $4700.00 for ten days while I paid 10 days worth of interest.  My interest rate is 29.97% with Discover.  Does John Moore intend to compensate me for this use of these funds for 10 days.   

  Also, I hope John Moore enjoyed their review on Yelp.  

  This is exactly the type of cost passed on to consumers that the CFPB is currently suing Airlines and Travel sites for.  

  Regards,
  
  
   

  
  

  Business response

  05/07/2024

  Mr. *********,

  
  I understand your concern regarding the refund timeline. As per our standard refund policy, which was communicated to you previously, refunds are processed within 7-10 business days. This timeline is in place to ensure proper processing and to safeguard against any fraudulent activity.
  I apologize if this timeframe is unsatisfactory for you. However, we must adhere to our established policies to maintain the integrity of our systems and protect all our customers.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  These are issues we have encountered with John Moore regarding service performed on our main sewer line from 2/24/24 to present. We are requesting John Moore complete the repair, which includes John Moore inspecting the work performed by re-scoping as initially assured, have the City review and approve the repair so they may close out the open City’s Final Plumbing Inspection and provide us with an updated invoice as assured by your Customer Care representative, Stephanie. Based on what has occurred to date with my service and the caution and reviews listed on the BBB site, it appears the issue seems to be ongoing. It appears I am not alone, and the described issues have not changed. To recap, we are not satisfied with the work, as we do not consider the work to be complete, until our invoice is updated, as promised by Stephanie on 2/28, John Moore conducts post-work inspection by scoping the line, and the City inspects, certifies and closes out the “P170 Plumbing Final” inspection. Once remedied, we will consider work complete.

  Business response

  04/08/2024

  Mr. ***********,

  We understand the frustration caused by the recent invoice issue and sincerely apologize for any inconvenience it may have caused. Our team has swiftly rectified the problem by updating the invoice and sending it to your email for your prompt review.
  Should you notice any lingering discrepancies or require additional clarification, please don't hesitate to reach out to us immediately. Your satisfaction is our top priority, and we are committed to resolving this matter swiftly and efficiently.
  We appreciate your feedback and thank you for bringing this issue to our attention. Rest assured, we will thoroughly review your entire experience and take necessary steps to prevent such occurrences in the future.

  Customer response

  05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Please provideus with an update and advised which items (if any) remain unresolved. 

  Are the issues resolved?   ____________    _____________No, but I have paid
  

  If no, what issues remain outstanding?
  

  There is no proof that they did a final scoping and inspection - Door camera never picked up anyone coming back to scope the work.  Also, in checking with the city permit, it shows an inspection was performed but again, no proof via door camera, and no pictures taken from the city - that is what is usually done.  The person who allegedly inspected it no longer works for the city.

  Regards,
  

  
  
   
  

  Business response

  06/07/2024

  Dear Mr. ***********,

  
  Per your request, we have completed the final camera inspection of the sewer repair. Additionally, I have uploaded a copy of the city inspection completion date and approval status for your records.
  Please review the attached documents and let me know if you require any further information or assistance.
  Thank you for your cooperation.

  Customer response

  06/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently called John Moore because my Furnace/AC Unit was shutting off from a power source - a tripped fuse was the actual issue. I called them because everyone else I called kept telling me they couldn't figure it out. John Moore told me my whole unit was fried and I needed a new one. This was over a week ago and as I sit here typing this, I still do not have a working heater/AC and it's a brand new unit! The technician that came back to the house to figure out what was going on with it found that all I needed was an $18 part on the outside until to prevent the inside unit from tripping. Now I have a new indoor unit that will cost me $9500 financed for the next 12 years and all I needed was an $18 part. I am very pissed off that this is all I needed but John Moore insisted I needed to replace the entire unit. They are scheduled to come back on Wednesday, December 6, 2023 to replace the $18 part so the new furnace/AC will actually work. I have to pay another $650 to have the $18 part installed, even though it's a matter of minutes to install and the tech is already knowledgeable of the part and issue. They cheated me out of a working furnace/AC and saddled me with a huge debt for something I didn't need, and I still have to hand over another $650 just to get the hunk of junk working.

  Business response

  12/18/2023

  We have reached out to Ms. ***** and addressing this matter with her directly. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct. 26, 2023, John Moore Svcs charged my checking account $269.00 for an annual contract. I called to get an annual inspection for my heater system and told the lady when she asked that I was not going to renew the contract and I paid $62.10 by check 10/19/23 for the service call. Then, the next week, on 10/26/23, they charged my checking account without my concent. I paid last year's contract by check and not by automatic bank pay. Looks like they kept my checking account number, etc for such a purpose. Is this legal? I have called them 8 times asking for my refund. I talked with a Jose and a Stephanie plus others. So far, no refund. I sent them a text last Wed. telling them to give me my refund by Friday, or I would be filing this complaint with BBB. I have had several experiences over the last year such as them selling me an overpriced and cracked toilet which they had to replace a couple of days after installation. They drive you crazy when you have them out by insisting that they check the whole house and always come up with lots that really don't need fixing. I only had them come out for the annual checkup because I bought the heating system from them last year, and that has us concerned. I do not like pressure from these companies and will not use them again. We are retired and do not have extra money for things that we do not want or need. Also, I have a lung disease and am on oxygen 24/7. This has really been hard on my health.

  Business response

  11/27/2023

  Hi Rosie,

   

  We apologize for the delay in receiving your refund. Our records indicate the refund status complete. Please confirm if you have received your funds.  

  Customer response

  12/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We made an appointment with John Moore services to access the issue we were having with our a/c compressor. The technician arrived on Aug 21st. He did not check for any issues and said we needed freon (it was low) and the charge would be $508.00. He said we could get a 10% discount if we signed up for their contract which was $147.00 yearly. We did not want to do that. We just wanted to fix the a/c. He then said he would include the yearly contract with the $508.00 price for the freon. We said okay. He mentioned 3 times we needed a new a/c unit, without even looking at it. He charged the compressor and left. The following day the problem was worse. We called John Moore they advised someone would come out that day between 6pm-10pm. No one came. They rescheduled for the following day for 4pm-8pm. We specifically said we did not want the same technician but they were sending him anyway. We called back and they agreed to send a different tech. The tech arrived, after thoroughly checking our unit he said the reason it was worse was the unit had too much freon. It didn’t need as much that was added by the first tech. He had to take the freon out. Our ac has worked great since then. He said it may have been low when the first tech looked at it and that having the unit overfilled will also make it turn off and on. It’s almost like the first tech did it on purpose to get us to buy a new ac unit. Since the unit did not need that much freon it seems only logical that we should not have been charged $508.00. What exactly did I pay for? My husband called and spoke to a manager, Monae (not sure of the spelling). She listened and then advised my husband she would call him back. She said she was not sure she would be able to refund us any of the money. That was Aug 24th. Since then he has called multiple times and is always told that she is busy. I am disgusted at the level of service we received.

  Business response

  08/30/2023

  Mrs. *** we have a refund in process which is 7-10 business days.

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Hello,

   

  I filed a complaint with the BBB on 8-29-23 for services by John Moore. I received a response on 8-30-23 through the BBB from the company advising they will issue a refund in 7 to 10 business days. I accepted the resolution but have not received a refund from the company. I called and they advised no refund has been processed. I only accepted the resolution as they said they would refund me. 

   

  Thank you,

  Holly **** 

  
  Regards,
  
  
   
  

  Business response

  09/19/2023

  Mr. ****,

  
  After researching your account, I see your refund was completed on 9/17/23. Once we have completed the refund, it depends on your financial institution to apply the funds to your account. Please get in touch with them regarding their process. I attached a copy of your invoice for your records to show when we refunded  $508.98. If you have any additional questions, feel free to let us know. 

  Customer response

  09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩