Complaints

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.

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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, September 8, 2023, I entered a contract with Kenneth Moore from Moore HVAC to install a new central unit. He replaced the unit, reported back to me and stated: "Everything is done and working." He was paid in full. The old unit was in a gated area and he did not replace it. On September 15th, I went to the property and noticed an empty vent (later found out that it was the return and at least a filter should have been placed). I contacted him about that. On September 28th, I had an electrician on site replacing some wiring (not related to the HVAC). They had to through the crawl space. They contacted me and asked if I knew that the ductwork was not in place. I was a bit perplexed because I has just had the unit replaced and surely Mr. Moore would have ensured if the ductwork were in place. So, as I inquired more about what my electrician was speaking of, they sent me pictures and to my dismay none of the ductwork was connected to the vents. So, not only was it not connected, apparently Mr. Moore could not have completed a thorough check of the system, ensuring that air was properly flowing throughout the structure. When I called Mr. Moore, he avoided my correspondence via phone and text. I called another HVAC company and asked if due diligence would have included checking ductwork and the replacement of the grill and I was told, "Yes, they check the ductwork, fix any problems found and leave the unit area the way they found it." I contacted Mr. Moore again and he refused to complete the work. I sent a text and told him that I did not want to make any complaint against him, particularly a small business, but that he left me no other alternative. I also asked him to please give me the warranty information that came with the unit, but I have not received this, either. I had to get someone else to fix the ductwork and extend and weld the gated area back together.

  Customer Answer

  Date: 06/07/2024

  
  Complaint: ********
  
  I reject the response from this company. First, I called three local, reputable HVAC companies and asked if it were unreasonable to expect a company to at least check the ductwork with an installation of a new unit. I did not mention the name of Mr. Moore or his business. Hill Plumbing and Air, ARS, and Brooks HVAC (retired) ALL said that checking the ductwork is indeed the reasonable responsibility of the installer.  All of them also stated that they check the ductwork with their installations, as this is what is expected.  They also questioned how the unit could be checked if no ductwork was in place. I specifically asked Mr. Moore if he checked to ensure everything was working. He told me that he had. 

  Before writing this complaint, I even researched the internet. All stated something similar to this:
   When installing an HVAC system, you can expect a contractor to inspect your home and current system to assess your needs, and then perform the following tasks:
  Remove old equipment: Disconnect the existing equipment, haul it away, and clean the area
  Check refrigerant lines: Ensure the refrigerant lines are in good condition and don't leak into your home
  Inspect ductwork: Check for leaks, cracks, dust, and allergens
  Evaluate your home: Consider the level of insulation, windows, and drafty areas to determine the proper size of HVAC system
  Measure airflow: Ensure airflow meets manufacturer specifications
  Install new ductwork: If you're replacing the entire HVAC system, you might need new ductwork 
  All of the research listed similar things, and one of the common threads of what to expect, among other things, was that the installer would: Inspect ductwork
  Secondly, I truly believe that Mr. Moore took advantage of my naive nature to TRUST that people will do what they say and have the same level of integrity that my parents instilled in me.  At one point in our conversation, Mr. Moore displayed belligerent behavior when I became frustrated with one part of this transaction. I mentioned to him how difficult it was for a woman to have to handle business and it just appeared that male business owners sometimes took advantage of the situation when they did not see a male. Mr. Moore explicitly explained to me that he would never do that because he has a mother and wife and he would not want anyone treating them badly. I cannot tell that this is his conviction. I stand by what I initially told him. Even after our not so comfortable conversation, I never felt that I needed to get someone else to “check” his work. I thought he was a man of his word. Apparently, I was wrong. 
  Lastly, in his response, Mr. Moore did not mention the fact that he still has not provided me with the warranty information.
  

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