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Business Profile

Air Conditioning Contractors

Moreno Heating & Cooling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Conditioning Contractors.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In September 2021 Moreno Plumbing Heating and Cooling was assigned to my work order through *** for my water heater. It was determined that it needed to be replaced due to age. At that time I was told that the size of the current water heater was no longer manufactured, so it was going to take them time to get one in stock that would fit. A few weeks later it was installed, I came out of pocket around $800. In November 2023 I began to have issues with the water heater, so I had another company (more reputable and better service) come out to take a look at it. At that time (12/5/2023 is the date of the appointment) I was told that the water heater was installed improperly! The water heater is too large for the closet that it is in, so there is not proper ventilation to the unit. They also stated that the piping is incorrect, Moreno used galvanized steel with the original copper pipes, which will eventually lead to corrosion and a water leak. Improper ventilation to a gas appliance can cause the water heater to backfire or overheat. It also leads to backdrafting, which can create a LIFE-THREATENING situation where carbon monoxide is being leaked into the home in high concentrations. Moreno's should have been fully aware of the consequences of their terrible work, this is clearly negligent on their end. I'm now having to come out of pocket almost $4000 to have this all repaired.

    Business Response

    Date: 12/11/2023

    On 11/11/2021 Moreno Plumbing Installed a water heater purchased by the homeowners warranty company ******** **** ****** due to her previous water heater was diagnosed as not working not producing hot water. ******** **** ****** provided water heater with dimensions of  58.25t x 20w Model# ********** Water Heater Order#: *** * ******** **** ***** Order#* ************* The customers previous water heater was a ********* Tall and slim 60.5-in H x 19.75-in diameter. ******** **** ****** is responsible for matching the customer gallon size not dimensions however in this case the water heater was close in diameter and heigh which was a compatible replacement. Moreno Plumbing is not authorized to purchase any equipment on behalf of the homeowners insurance the company which provides all equipment which homeowner is aware per there contract. Moreno Plg Htn & Cooling is a third party used to install the unit. In this case the model sent by *** was a compatible replacement with previous unit. Unit was installed up to code and was installed professionally. I'm sorry the homeowner is having trouble with the unit which is still under manufacture warranty and any plumbing company can call to trouble shoot to see what the problem is. Also to clarify the homeowner paid $585.04 non-covered charges as opposed to her $800 false claim denied by her ******** **** ****** policy. If there was a problem with ventilation this unit would have failed upon installation. This complaint is being filed 3 years later making false accusation's. We adhere to the home owners insurance company and install equipment provided by the insurance company and safety regulations. We will not be issuing any type of refund because another company wants to make profit off of someone that is not familiar with code and safety requirements or installation processes and making false accusation's against Moreno Plg for a sale. Our installation was completed and unit was working well at time of service. Corrosion is normal wear and tear due to condensation and hard water in her area that is not a reason for failure just to carify.  

    Customer Answer

    Date: 12/11/2023

    Complaint: ********

    I am rejecting this response because:

    They are not taking responsibility for the bad install. Other companies are stating that there is not anything wrong with the water heater, but that the install is leading to the issue with the pilot light. I would ask that Moreno’s send out a technician free of charge to determine the issue, but in the past I did not have the best experiences with the technicians that they were sending out (very unprofessional). 




    Regards,

    ****** **** 

     
    [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  • Initial Complaint

    Date:02/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Friday February 10, 2023, this company came to our house to repair two hose bibs that were leaking on the outside of the house, through our home warranty service. One was repaired. On the second, the technician broke the pipe, capped it, and said they would come on Monday to fix it. After the technician left we discovered that he had cut the outside wall to get to the pipe. We noticed that the pipe was leaking a little inside the wall. We called the home warranty service, which contacted the company, who never responded. On Saturday February 11, 2023, we called the home warranty service, and again were told the company was contacted by voicemail. We also attempted to contact the company ourselves by phone and left messages. No messages were returned. Saturday evening of February 11, 2023, we found that the carpet in a bedroom, hallway, and closet was very wet, behind the area of the leaking pipe. The company was called multiple times and did not respond to voicemails. The pipe was improperly repaired (the cap and attachments were not sealed or treated), and the outside wall was cut into, which was not the appropriate approach.

  • Initial Complaint

    Date:09/21/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In June 2022, when an AHS contractor (Moreno Plumbing) came to my property to repair the AC, (Dispatch # *********) which took multiple visits over a period of several weeks, on one of the visits, they, Moreno Plumbing personnel, took my tenant's newly purchased smart thermostat. Now, after speaking to the AHS retention department yesterday, I now understand that it is standard practice for them to take the old, non-working part. But this smart thermostat was brand-new, and while it was ultimately not compatible with my AC unit, it was not broken and it was not the problem, infact it had nothing to do with the problem. If they were to take anything, they should have taken the old thermostat, or whatever part they ended up replacing on the AC unit. I did already try getting in touch with Moreno Plumbing and notified them of what happened, but they never got back to me. What I want is for my tenant to be reimbursed for that thermostat. She did not save the receipt but she gave me the box. The item, the Honeywell Home RTH6580WF Smart Thermostat, sells for $99-129 and I want my tenant to be reimbursed for the full $129, as she purchased the item in May/June, before any decreases in price would have occured.

Moreno Heating & Cooling is NOT a BBB Accredited Business.

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