ComplaintsforMoore Than Air

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business made promises that it could not keep, and took actions without explaining the process, results, and the time involved; left AC/Heater in a poorly or non-functional state:Swapping out Freon types, even if cannot be done on my unit Cleaning AC - turned into nightmare process Unnecessarily tearing out the Heat Exchange to clean it Taking 4 days to clean AC Resulting in ********** making grinding noises Extensive (unnecessary) soldering in Home, with Fumes Recommending to Separate AC/Heater Unit into two parts, only explaining later that would result in higher (~$30/mo) electric bills Without heat in the house Holes made and left in walls Need another AC Company out to verify that this company did not break everything they touched.

  Customer response

  02/08/2024

  This company is unethical and unprofessional.  ***** the technician is supposedly the owner and its him and his son running Moore Than Air.  All i needed was the R22 and he said it was no longer available, he could replace it with R-407C but said he had to uninstall and clean the unit.  He pulled all the guts in the heat handler, which i found out that's not the way to clean it.  ***** the tech sawed eight copper wires on the heat handler located inside a closet in my house, causing a ton of smoke inside my house.  ***** didn't bother to warn me the smoke alarms would be going on in my house, I had so much smoke in my house i couldn't breathe and had to step out to the garage.  

  This ***** was also wasted four days of my life.  He started on a Monday, he had pulled everything apart from the heat handler, and had not completed the job. He said Tuesday he would come back to finish the job, showed up at ***** said he had another project and that it was just across not far from me, he would be back in a couple of hours.  The ***** tech called me and said, "he was still on top of a roof in ********** and as soon as he came down, he would come over".  I told him don't come it's too late. He returned the next day to fix the mess he started.  This was on Wednesday, on Thursday I turned the unit on to see if it worked, it was making a horrible loud noise outside.  I went to check the unit outside and i  saw a white long extension cord wrapped and tied inside the top of the blades of the A/C outside, and at this time it had the original cover.   When ***** the tech came over, he changed the blades and the cover on the A/C unit without telling me. This was not a requirement, and the original blades and cover were just fine.  ***** the tech had rigged the unit and had it all planned and ready to make the change that last day. 

  He said the way he could fix the A/C was to separate both units to work. I asked him is this something people do he said they do this all the time.  I caught him folding the wires on the thermostat.  After all this he said just know that your electric bill will be much higher every month.  On the receipt he texted and typed that there was no guarantee as to whether the product used would stop the leak. 

   ***** the tech said he would give me up two years for a complete refund and only applied towards a new unit, and it was a thirty-day warranty.  This has been a total nightmare with these scammers. They charged me $1,300 and I stopped payment on the check.  I called ****** and told him I was not getting a new unit from them, and he said he was going to go ahead and cash my check.  I told him I saw everything ***** did because he was caught on a video camera. My neighbor also has a video camera. 

  I also informed him I would be reporting him to the BBB if he tried to cash the check.  Which they did attempt to cash the check, but I had already stopped payment.  They were both involved in this unethical scheme, and I don't want this to happen to anyone else.   

  Regards, 

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

   

   

   

   

   

   

   

  Business response

  02/21/2024

  *********************** called the office number on Monday, January 22nd to ask for an estimate to replace her **** system. ****** asked her some questions in order to determine what specific size and type of **** she had and what was needed to replace it (based on the existing **** system type and the size of the home). After determining that her home needed a 2.5 Ton Heat Pump to replace the existing 2.0 Ton Heat Pump that she currently has, ****** generated a CASH price for her which included the 5% discount for paying in full with either a cash or check. This total was based on an $8,000 asking price for the 2.5 Ton TRANE 14-SEER2 Heat Pump **** System. This included the outdoor unit (Heat Pump), indoor unit (Air Handler), and 10kW Heat Kit that goes into the air handler for emergency/auxiliary electric heat. The total (after her 5% discount for paying in full with CASH or check), was $7,600. She stated that she didnt think that it was a good enough discount, and that she would like to get more of a discount. ****** told her to call other companies to get other estimates in order to understand how reasonably price our $7,600 was. 
  *********************** called us back on our office number on Friday, the 26th of January (just 4 days later) and stated that she would like to consider having us replace her **** at the $7,600 CASH price we had quoted. After calling other companies and getting other estimates, she realized that our price was the most reasonable. 
  We sent ***** out to her home on Monday, January 29th to do an on-site estimate walk-through in order to make sure that there isnt anything else that needed to be added to the new system in order to bring the new **** system up to code and allow it to function properly. We had to make sure that we were able to solidify the $7,600 rough estimate and send *********************** an official estimate via email for her to approve before we set a date for installation. Once ***** arrived to ******************* home on Monday, January 29th, he looked everything over and determined that there was no additional work needed in order to properly complete the install of the new **** system and that we could stick with the $7,600 CASH price for the job. ****** then asked ***** if there was anything that he could do to her existing **** system in order to get her A/C and Heat in order to get her by for a few months while she saved up the money to afford the $7,600 NEW **** system. ***** informed ****** that her unit was 25+ years old and it had almost doubled its lifespan (***** years), but he could attempt to repair the existing unit by uninstalling, chemically cleaning, and reinstalling the evaporator coil, adding EasySeal to the refrigerant, and topping off her system with a couple lbs of R-407C (R-22 replacement refrigerant) for a total of $1,250. He also informed her that it would not be a guarantee because her unit was so old that it could still fail after doing all of that work to it, but he would still do it if she was aware of the risk. ****** approved him to perform the work in hopes that it would fix her system long enough for her to save up the money to afford the new HAVC system. 
  ***** returned on Wednesday, the 31st of January to perform the repairs on the existing **** system. Once ***** had completed the repairs on ******************* unit, the system was cooling and heating well. ****** was very pleased with the work and then gave ***** a $1,500 check as payment. ***** reminded ****** that the total was only $1,250. ****** replied by saying that she understood that the total was only $1,250, but she rounded up because she was so pleased with ***** being able to repair her system when all other companies refused to even attempt to repair her existing **** system due to its age, condition, and discontinued refrigerant type. ***** then pulled a report on the system to show how well it was cooling, and left with *********************** happy with the repairs. 
  The following day (Thursday, February 1st), *********************** called ***** directly on his cell phone and told him that she wanted her check back because it was a bad check and she also has a concern with the noise that the outdoor unit was allegedly making. ***** returned around 12:40PM that afternoon (Thursday, February 1st) to investigate the noise that ****** stated her unit was making. While ***** was there, the unit was not making any unusual noise. ****** stated that it was much louder the night before, and that she wanted ***** to investigate anyway. ***** then hooked up his gauges to see if the compressor was pumping properly, and check both A/C mode and Heat Pump mode. During Heat Pump mode, the pressures were not as desired and the reversing valve seemed to be getting stuck in A/C mode. This is a part that is unrelated to the work that ***** had just done on the unit. ***** informed ****** of the malfunctioning part on the outdoor unit, and suggested wiring the system to only use the outdoor unit for A/C and have the heat rely on the indoor unit electric heat strips so there isnt an issue with the reversing valve during Heat Pump mode. ****** agreed and allowed ***** to rewire the thermostat to only use the outdoor unit for A/C only. ****** then asked ***** to give her back the $1,500 check that she has given him and wrote a new check in the amount of $1,300. ***** then reminded ****** that the total was still only $1,250. ****** responded by saying I know. I just rounded up. ***** then took the $1,300 check and left with *********************** pleased with the work. 
  The following morning (Friday, February 2nd), *********************** called the office number. ****** answered and asked if there was anything wrong with the repairs on her system. ****** stated that she system was heating and cooling, but that her smoke detector was dangling from the ceiling a bit. ****** was under the impression that the small amount of smoke produced by the Oxyacetylene torches, while ***** was brazing her evaporator coil back in after chemically cleaning it, caused her smoke alarm to droop and dangle form the ceiling. ****** informed her that a small amount of smoke would not cause her smoke alarm to all of a sudden dangle from the ceiling. ****** asked ****** if ***** had removed the smoke detector at any point during his repairs in order to keep it from going off while he brazed the capper on the evaporator coil. ****** replied No, he never touched it. ****** then reiterated to ****** that the small amount of smoke *** have triggered the smoke alarm to make noise, but that the small about of smoke could not have possibly caused her smoke alarm to dangle if it were previously attached firmly to the mounting plate on the ceiling. ****** then asked ****** if Moore Than Air replaces smoke detectors. ****** responded No. Unfortunately, that is not a service that we provide. ****** then asked ****** if the $1,250 for the repairs could be credited towards her new **** system. ****** then agreed to credit the $1,250 towards the new **** system if she had Moore Than Air install the new **** system within the month of February. ****** also informed *********************** of the fact that Moore Than Air usually doesnt credit the repairs towards a new **** system if the repairs are successful, and that because her unit was cooling and heating, and because she was satisfied with the repairs once ***** was complete, Moore Than Air would usually not credit the $1,250 towards a new **** system. However, he was willing to allow the $1,250 to be credited towards her new **** system in order to give ****** a better chance at affording the new **** system only if she had Moore Than Air install the new **** system by the end of that month (February). ****** then verbally agreed to those terms and told ****** that she would give a call back once she is ready to schedule the installation of the new **** system.
  Later that same morning (around noon), Friday, February 2nd, *********************** call the office number back and ****** answered. ****** then asked more questions about the 2 different estimates sent to her (one including the **** Halo LED, and the other not). She also wanted to know more about the **** system that Moore Than Air would be installing. ****** wanted to know if the NEW **** system was brand new or used. ****** responded and informed ****** that the system was going to be brand new (otherwise, TRANE wouldnt be able to ***** a 10-year manufacturers parts/equipment warranty). ****** stated that she would like to move forward with Option 2 (which did not include the **** Halo LED), and then asked how the $1,250 repairs would be credited towards the new **** system for $7,600 CASH/Check. ****** responded by informing her that Moore Than Air had not cashed her $1,300 check yet, and if she were to click APPROVE on the estimate sent to her via email, and set up the installation date to be before the end of the month (February), that Moore Than Air would not cash her check and would just show up the day of the installation with the new equipment ready to be installed and her $1,300 check. ****** stated that after ****** signed and approved once again for Moore Than Air to begin the installation, that he would personally hand her the $1,300 check that she had made out to Moore Than Air (uncashed), so she could just write a $7,600 check to Moore Than Air once the new **** had been installed. ****** then asked ****** if Moore Than Air had availability to do the install on the 19th, 20th, or 21st of February. ****** stated that Moore Than Air could perform the install on either of those dates. ****** then asked to have it scheduled on Monday, the 19th of February, so she could enjoy her day off that week. ****** agreed to have it scheduled for Monday, the 19th of February, and informed ****** that the job should be completed within 1 day, but sometimes the installers need to return the following day to finish up if they run into unexpected issues while installing. ****** was fine with that and asked how to move forward. ****** told ****** that in order to move forward with the install and lock in the date for installation, that she (******) needed to click APPROVE on the specific option within the estimate emailed to her before Moore Than Air would acquire the equipment and schedule the installers for that day. ****** then stated that she would either be approving the estimate through her email later that day (Friday, February 2nd), or worst case scenario, the next day (Saturday, February 3rd). ****** said thats fine, and Moore Than Air would be waiting until end of day Saturday, February 3rd for her to click APPROVE on the estimate.
  ************************ never clicked APPROVE on the estimate.
  Monday, February 5th, *********************** called the office and ****** answered. ****** asked what the check number was on the $1,300 check that she had written to Moore Than Air. ****** informed ****** that he didnt have the check in front of him at that moment because the check was still in ************** truck. ****** then told ****** to give her a call back once he has the check in hand to give her the check number. ****** asked why she hadnt clicked APPROVE on the estimate yet since she stated that she would be clicking APPROVE either the 2nd or 3rd (Friday or Saturday). ****** then said that she couldnt locate the APPROVE button in the emailed estimate. ****** offered to step her through the process of clicking APPROVE so it was done correctly for the specific estimate that she wanted to move forward with. ****** then offered to send her the specific estimate that she wanted to move forward with separately so that it was for sure the correct option that she wanted. ****** then stated that she is still thinking about it and still doesnt know if she wants to move forward with a new system yet. ****** then informed her that Moore Than Air would be cashing the $1,300 check she made out to Moore Than Air for the repairs because she changed her mind since Frdiays discussion and still hadnt decided on whether she wants to move forward with a new system now that her existing system is heating and cooling (due to the repairs that Moore Than Air performed on her existing unit). Once ****** informed ****** that Moore Than Air would be cashing her check for the repairs that Moore Than Air performed on her **** system that ****** herself requested and approved of, ****** then became hostile and started shouting false accusations at ****** stating that she had camera footage of ***** replacing the top of her outdoor unit, and that her neighbor was a police officer, and her son was upset at the repairs that ***** had done, etc. ****** accused Moore Than Air of being scam artists, and that she was going to throw dirt in our face and report us to the BBB (Better Business Bureau). She shouted You think you have a good reputation now? Just wait until Im done with you! Im going to throw dirt on your name and you will be sorry! ****** then threatened to report us and slander our name if we (Moore Than Air) cashed the check that she had written to us for the repairs that ***** completed on her **** system, and then she hung up. ****** tried to call her back to to discuss the matter further and gather information as to why she felt that Moore Than Air were scam artists and why she was so upset and hostile all of a sudden just because ****** stated that Moore Than Air would be cashing the check that ****** made out to Moore Than Air for the repairs that were requested and approved by ******. ****** did not answer.
  Later that morning, ****** collected the check from ***** and went to deposit it into Moore Than Airs checking account. ****** took a photo of the front and back of the check before going into the **** of America branch to deposit the check (just in case the photos were needed for proof). Then, he deposited the check at the counter of the **** of America branch at ************************************************************
  The following day (Tuesday, February 6th), the $1,300 check that *********************** had made out to Moore Than Air for the repairs performed on her **** system was returned due to a Stop Payment issued by *********************** for the $1,300 check.
  
  As of the date of writing this (Monday, February 12th), No further communication has been made with *********************** on this matter. However, litigation against *********************** will be perused if *********************** fails to settle this unpaid amount of $1,250 with Moore Than Air.

  Customer response

  03/07/2024

  I am rejecting this response because:   
  

  Company: More than Air
  Consumer: ************************
  
  1/29/24
  I called for an estimate.  ***** Moore is the president and technician of his company. 
  
  ***** completed checking the attic and A/C, he said they dont  make good units like the one I had anymore, that the A/C has a good motor and he could repair it for $1,250.
  ***** said he had a substitute for the **22 and all the A/C unit needed was a good cleaning and it would work just fine, stated I guarantee it will work, Said it would still last me at least 5 or 10 more years, that it just needed a good cleaning and the substitute Freon. 
  I totally believed him and he seemed like a trusting human but he wasnt. 
  He pulled the heat handler completely apart. 
  It was getting late and dark, I told him maybe he could finish putting the heat handler back the following day. 
  ***** told me never to contact ****** his son, that he would take care of everything, that ****** was out of town. 
  
  1/30/24
  ***** said okay first thing in the morning Ill be back at 10:00.
  The following morning ***** came back and said he had something else to do and it was just right across from me and left. 
  ***** texted me a message at 4:30 saying he was still in ********** on the roof as soon as he came down from the roof he would come over.  I said it was too late and he could come back the next day, which was Wednesday. 
  
  1/31/24
  ***** came back to put the heat handler back.  ***** never mentioned the smoke alarms would be going off. ***** was soldering on copper wires that caused so much hazardous smoke in my house, endangering my personal health and safety. 
  
  All the smoke alarms went off and he never communicated what was going to happen next.  I asked him how long the smoke alarms would stay on and ***** said much longer time, he still had 8 more wires. 
  ***** caused all the smoke alarms damage, they all started hanging from the ceiling, with all the hazardous smoke in my house. I now have to replace them all. 
  At one point ***** looked up at the ceiling and said your smoke alarm is falling. 
  ***** went outside and I saw him standing by the heat pump, he looked suspicious when I saw him.   
  ***** came back inside and said everything was working and left. 
  
  2/1/24
  In the Morning I decided to check that the A/C was working accordingly.  It started make a loud screeching noise, coming from the heat pump. I called ***** and he said to leave the A/C turned on until he got here.  
  
  I ran to look at the heat pump at this time it still had the original top cover and fan blades. I noticed a long white extension cord had been placed across the fan blades inside.  Im sure ***** had planned to come back the next day.  It was taking ***** more than several hours to come over and I had to call his son ****** to inquire if he was on his way. 
  
  ***** got to my house and without my knowledge he had changed the cover and fan blades on the heat pump.  The parts he replaced on the heat pump outside were old and dirty.  ***** never discussed he had replaced parts on the heat pump. 
  
  I did tell ****** my neighbor has a camera outside close to the fence and heat pump and ***** was caught being deceitful. 
  
  ***** came inside and told me the only way the A/C would work is to disconnect the heat pump unit and leaving the emergency heat only. 
  
  ***** said people do this all the time separating both units.  I asked like what percentage, ***** only kept reiterating it happens a lot.  
  After ***** disconnected the heat pump unit and left the emergency heat only, ***** said be aware your electric bill will be much higher at least $30 or more per month. 
  I was very upset at this point. I believed he was trustworthy and he was totally the opposite.  
  
  ***** had mentioned prior to starting to work on the A/C, that I should never contact ******.  
  
  I believe it was the 2nd day I had contacted ****** and he said *** told ***** to stop working on A/C units. 
  I know they were both involved in this shenanigans. 
  I never signed a contract and yes I did cancel the check. ****** said he would drop it off the check personally when I signed his contract to proceed on a new unit.  
  I called ****** back and told him I was not going with them and I was going to report them.  
  
  I had texted ***** Moore that I was still concerned about the heat cooler reverse valve as they called it. I was asking if it was reversible? I never got a response or call from ***** or ******. 
  
  I did find out that the disconnected heat pump and emergency heat can be reversed back. 
  I have since found a company that has replaced the A/C that was
  damaged by Moore Than Air.

  Customer response

  04/17/2024

  This company never resolved anything.  They are true scammers and I dont need anything resolved from them.  As I mentioned Ive already replaced my A/C and need nothing from them.  They know what they did and since they destroyed my unit I dont need it repaired because I no longer have the A/C.  Moore Than Air is a bad company that feels they can trap you into doing business with them.  I never signed a contract with them and as far as Im concerned Im done with their shenanigans. 
  

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