ComplaintsforMoore Plumbing & Heating, Inc.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a furnace installed.On August 20, 2020. We were smelling gas in our house and had *** energy come to find out where it is coming from. They found out that a part of On the furnace was not working right. And that we needed to have it fixed and they shut off our gas. I have a 5 year warranty on the furnace. We called Moore heating and had them talk with the *** gentleman that was here and he explained the problem and what need to be fixed. I also spoke to him about replacing our water tank to that *** said need to be done. Well for him to do water tank was a lot of money to do it, so I spoke with my fiance and we decided to just buy one and had someone we knew put it in to save money. I called Moore plumbing back , told his secretary all we needed was for him to fix the furnace and not the water tank. Well he came over next day, fixed furnace problem, and said all is done, and my fiance ( *** ) asked, did you patch the hole up on wall from where you took the pipe out when you put the new furnace in back a few yearsago, he said no when I come back to do the water tank I will, *** said that we have someone else doing it, he said we'll then there is going to be a labor charge. I spoke with Moore plumbing this morning and they want 90 dollars for labor, and the warranty covers the parts but not labor. we have a 5 year warranty on the furnace and on the paper work I have from them when we got furnace they were supposed to take the old furnace out, never did, also fix hole in wall to chimney were he did not. He wanted me to pay him for his labor and I thought the warranty covers that, plus he never finished the job. I feel I do not need to pay him that, I want to make sure about that, I was told from many in this town I shouldn't have gone to him that a lot of people have had issues with him, I moved here in 2018 so didn't know this what should I do?

  Business response

  02/23/2024

  February 23, 2024
  
  BETTER BUSINESS BUREAU
  **************************
  ************, ** 49546
  
  RE: 21097174-34283
  
  Moore Plumbing and Heating is in receipt of a concern filed with the BBB by our customer. We have been in contact with the customer and are resolving the situation with them directly.
  
  The furnace was installed in 2020, as the customer stated. The original bid included removal and disposal of the existing furnace. We have not heard from the customer until just recently about 3 years since the work was completed.
  
  Around December, 2023, the customer smelled natural gas in their home. A natural gas technician responded to their home and determined that the gas valve on the furnace had a leak. While there, he saw the hole from where the old chimney pipe vented through the masonry chimney and suggested to the homeowner that it be capped off.
  
  We responded the next day and replaced the gas valve which was under warranty. The customer did not understand that labor coverage had expired 2 years ago one year after the installation date. We have not been paid the $90 service call to install the new gas valve.
  
  While there to replace the gas valve, the customer asked for a price to replace the water heater. I would cap the hole while there doing the water heater. They called a day or two later and said finances were tight, so they cancelled the water heater installation but would we still go over and put the cap on.
  
  We made contact with the homeowner today, February 23, 2024,to install the cap. Her fianc is having health issues and she is with him at the hospital. The customer is going to let us know when she and her fianc are home so that we can install it, and she wants to take care of the unpaid $90 invoice.
  
  The customer said she did not know that her fianc had us change a thermostat that was malfunctioning a separate service that came up shortly after the furnace was installed, and was not included in the bid. Rather than pay for the thermostat and labor to install it, her fianc said to leave the old furnace in the basement and call it good. She was not home when this arrangement was made with her fianc, and now understands why the old furnace is still in her basement.
  
  In response to her closing comments, Moore Plumbing and Heating is going strong after 35 years serving our small, rural community. It is my hope that this resolve will reinstate the confidence they had in us when we first installed the furnace which has been operating for 3 years with no issues that we know of. Our quick service to replace the valve that developed a leak should also be a sign to them that we value our customers and arent going anywhere we are here to serve when called upon.
  
  Thank you.
  
  *** Moore, President
  Moore Plumbing and Heating, ****

*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. ↩