Complaints

This profile includes complaints for John Moore L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  John Moore L.P.

  10005 W Sam Houston Pkwy N Ste 200 Houston, TX 77064-7510

• 

  John Moore Services, Inc

  8226 Douglas Ave Ste 410 Dallas, TX 75225-5985

• 

  John Moore Services, Inc

  8226 Douglas Ave Ste 410 Dallas, TX 75225-5985

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:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Work has never been completed. Holes in the walls, hot water heater stand dangerously installed and was told it would be corrected. Refusal of communication to complete job, re-sheet rocking of holes placed in the walls by their company, refusal to communicate either by phone or emails.

  Business Response

  Date: 04/23/2025

  Hi Ms. *******

  We are currently investigating the issue at hand. Please rest assured that we are committed to resolving it as efficiently as possible.

  
  Once we have gathered all the necessary information, we will be in touch to discuss the next steps in the repair process with you.

  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I have a leaking or cracked pipe on one of my outside water system on the side of my home. I called **** Moore to look at the problem in order to know what was going on and possibly to repair the leak. **** Moore sent a technician by the name of **** ****** on 4/11/2025 around 2:30 pm. After speaking to **** he gave me a quote of $1,200 to replace the pipe creak but he said he had to order the part. I explained to him that price was too much. **** said he can do it for $1,109.00 and within a year if the pipe creaks again they would replace the pipe free. I felt the price was still too high and said ok and I sign the contract. In the meantime I told **** before everything was concretely solid and in place I needed to call my husband on the phone and I wanted him to explain to my husband everything. After **** spoke to my husband over the phone my husband said the price was too expensive and we did not want to continue the job and I wanted to cancel the contract. **** basically ignored what I was saying to him and said that when the part comes in on Saturday or Monday he would see me then. Since **** was basically ignoring me and my husband request to cancel the job I immediately called **** Moore and spoke to several representatives to tell them I want to cancel the contract and need them to send me a copy of my canceled contract. I spoke to ***** in the the cancellation department on 4/11/2025 he said he would send me a copy of my cancellation but I still have not received it yet. I called again today 4/12/2925 requesting a copy of my cancellation document but was given the run around. I need a copy of the cancellation document due to it reflecting my credit and to make sure the contract was actually canceled.

  Business Response

  Date: 04/21/2025

  Hi Ms. ***************** further investigation a notice of cancellation was provided to you. If you have any other question feel free to contact our office. 

  Thank you.

   

   

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  2022 **** Moore installed a outside ac condenser unit plus evaporation core upstairs.I had it financed (****** plus). The original problem was a bad compressor out side but they said that the coolant was not up to code and required a new unit. Well now 2 years later the compressor has gone bad, so I called **** Moore and they sent out a tech. He fond the problem (bad compressor). He told me that the part was under warranty. He also informed me that the labor charge was $3000.00 to fix. I didnt like that and asked him to get the price lower. He called the office and they said they would lower by $200.00 dollars. They also offered another deal. Replace the upstairs heater unit for $8000.00 dollars and they would replace the compressor for free. So none of that was satisfactory for me. After looking through the BBB files I see others have had the same problem with them. I talked **** Moores consumer help person and they said I could shop around if I didnt like there price. She also said I should have got a labor warranty agreement. That would have been nice to have if I was offered it. At the signing, no one offered that to me. I also talked to Lennox consumer office. No help there at ****** now Im sitting in a hot house with a $12000.00 ac unit broke. I feel that I should have been treated better. I would have paid half of the labor cost. But no negations where aloud. I would like to go to ********* news and speak with *** ***** about this.But John Moore Services is one of their clients. I would like others to know about **** Moores practices. Thats why I m writing this. I believe someone needs to mail out flyers letting everyone know that **** Moore is not the ********** to use.

  Business Response

  Date: 03/25/2025

  Dear Mr. ******************* would like to address the concerns you have raised regarding the purchase of your equipment in 2022. Please accept our sincere apologies for any confusion that may have arisen during that process. At John Moore Services, we are committed to maintaining transparency and delivering exceptional customer service.
  In light of your request, we are willing to offer a 50% discount on our fixed rate coverage for labor in replacing the compressor. We trust that this gesture will demonstrate our dedication to resolving the matter to your satisfaction.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The company did damage to another part of my home while doing repairs and left it in poor conditions on February 20, 2025. I called the company the same day to file a complaint, and they claimed that they would reply with 24 to 48 hours. I have not heard anything yet. They caused damage to a storage closet that i cannot fully use to this day. Additionally, I financed the repairs, and I am paying too much to have to pay for their unprofessionalism.

  Business Response

  Date: 03/13/2025

  Our records indicate that we made several efforts to contact the customer, including a call made shortly after the report was submitted. Unfortunately, we were unable to establish direct communication with them.

   

  We are committed to addressing our customers' needs and resolving any issues they may face

• Initial Complaint

  Date:11/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Called **** Moore service to clear a clogged drain line on 11/1/24. Technician came out on 11/2 to clear the line but broken the auger head off in the drain line. He was unable to see the broke auger head in the line with his camera and made no attempt to remove it. He said the line must be broken but was unable to see anything due to water in the line. He called his supervisor and he was scheduled to come out on 11/2. Supervisor was unable to see the broken auger head in the line with his camera and stated that he unable to see anything due to water in the line but stated the line must be broken. He provided a quote of $13,500 to fix the 'broken line' which no one was able to verify. He made no attempt to remove the auger head from the line. I called **** Moore again on 11/3 asking to send someone to remove the broken head from the drain line. Dispatcher *** ****** said she would coordinate the issue. A technician was scheduled to come out on 11/4 but cancelled the call without informing me of the cancellation. I called *** again and she told me that the auger head in my drain line "was not their responsibility and there was nothing they could do." I asked to speak to the manager, **** ***** and was told he was in a meeting. I asked for his phone number and *** refused to give it to me. I asked *** to have **** call me. No call from **** was received. I called back on 11/5 and asked again to have **** call me to discuss the auger head still in the drain line. No call back was received. I called *** again on 11/6 asking to speak with **** in a voicemail and left my name and phone number. No callback was received. Clean out fee/ camera of $249.99 was paid to **** Moore. The line is still blocked with the broken auger head in it.

  Business Response

  Date: 11/13/2024

  Mr. ******,

  Our team is committed to ensuring that your concerns are thoroughly addressed and resolved to your satisfaction. Should you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help.

  Customer Answer

  Date: 11/14/2024

  [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

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  **** Moore came to my house for tankless water heater. Had to call back twice as unit was not working. Displayed error code. Second ********** caused water leak damaging bedroom ceiling. They tried to blame existing hardware. Tech stepped on pipe. They agreed to have water evaporated. **** Moore for generac service $269! And special **** Moore incentive. Called almost immediate to have all canceled. Only refunded the $269. The service tech adjusted a program setting and claimed I owed them $269. This would be waved if I obtained the **** Moore special customer program. The total was ~$659. So where is the rest of my. Money or how about 659-269=390.. callled back and no return call.

  Business Response

  Date: 10/29/2024

  Mr. ********,

  We extend our sincerest apologies for the oversight regarding your refund amount. We have identified the discrepancy and are taking immediate action to ensure that the remaining balance is promptly refunded to you.

  Should you have any further questions or require additional assistance, please do not hesitate to contact our ************* manager Monnah at ************ 

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 October 9, 2024, my credit card was charged $199 for **** Moore's VIP program despite a request 30-days prior that my membership be cancelled. Here is the timeline:On Thursday, September 5, 2024, I received an email timestamped 1:10 pm stating my enrollment in their VIP program (which allegedly offers discounts on services) was set to expire 'soon'. I responded to that email at 1:30 pm with this statement: 'Please do not auto renew my membership. Given the issues with the A/C install last October, I am going with another company.'On October 3, 2024, at 9:08 am I received another email from **** Moore entitled: '7 DAY NOTICE: Your Save Moore VIP Membership is preparing to auto-renew!' I did not respond as I had already requested cancellation.On October 3, 2024, at 4:31 pm I received a voicemail from '*****' or '******' with **** Moore. She stated she was calling about the VIP membership program and wanted a call back at ************ so they 'help you on that.' I did not respond as I had already requested cancellation.On October 4, 2024, I received an email from ******* **** ********************************** stating: 'Per your request, we have opted you out of renewing your Save Moore Membership for XXXXXXXXX, Houston, TX, *****. Your current membership will end on 10/10/2024. If you would like to reactivate your membership after this date, please, give us a call so that we may do that for you.' I saw no reason to respond to this email. NOTE - I redacted my exact address.On October 9, 2024, my credit card was charged $199. At 7:04 pm on October 9, I sent an email ******* **** ********************************** of **** Moore demanding reversal of that charge. Additionally, at 7:07 pm, I called ************, the number listed on emails, to also demand a refund. There was no answer, only an automated loop with no * or # option to connect with a person. As of October 11, 2024, I have received no response despite multiple requests to cancel my membership.

  Business Response

  Date: 10/22/2024

  Afternoon Ms. ********************* sincerely apologize for the error on our part regarding the recent charge. We have expedited the process to issue a refund to your account.
  Please confirm receipt of this refund at your earliest convenience. If you have not yet received it or if there are any further issues, please do not hesitate to contact our office.

  Thank you 

  Customer Answer

  Date: 10/22/2024

  [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

  Date:10/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 August 5, 2024 we sought out services from John Moore Services for an air conditioner repair. Our upstairs unit was not cooling. Within an hour of the initial phone call a technician had been dispatched and was at our home. The technician stated that there was no freon in the unit. We paid $1600 for the unit to be charged. Service was provided on the spot. The next morning I went to work without going upstairs. I returned home from work at around 3:00 pm. The upstairs was not cooling. We called **** Moore and the technician came out again within the hour. He stated that the problem was more than a need for freon and for an additional charge he could repair it. Needless to say, my trust in his assessments was gone. I asked for a refund. After several conversations with customer service representatives there was no resolution. The last conversation I had was on or about September 5th. The representative told me that someone would call me back later that day. I have not heard anything from any representative since that day.

  Business Response

  Date: 10/22/2024

  Afternoon,

  After a thorough review of your request, we have concluded that we will honor it. To ensure you are kept informed of the next steps, one of our representatives will reach out to you directly to provide further updates on the matter.

  
  Should you have any questions or require additional information in the meantime, please feel free to contact us.

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  TLDR: Do not believe anything you hear in the ads - they will ask you for money during the free estimates, and then not provide you with any of the basics, such as a written estimate, or photos of your property.Requested a plumber to look at a potential leak underneath the house as a foundation guy mentioned checking the pipes as the reason for foundation issues. I contacted **** Moore to take a look and get an estimate on what it would take to fix the pipes, if there indeed was a leak. I was charged $250 for running a camera underneath the house, and then they said they couldn't actually see in the pipes and it would cost another THOUSANDS of dollars to get the pipes cleared. After the visit, the technician sent me the invoice for $250, and not the actual estimate, nor the photos that he took. I called the office and asked them to send both on the same day. I got the estimate on the call, but it did was missing most of the items discussed. The office representative stated that he would arrange a call with the technician, which wasn't necessary, but I agreed to as it couldn't hurt. I specifically requested that the updated estimates and photos before the call with the technician. To date, 10 days later - there has been no call, no photos, no complete estimate, no contact from this company. Considering disputing the charge with the credit card at this point...

  Business Response

  Date: 09/12/2024

  Hi *****,

  We have completed our research regarding your recent claim. Unfortunately, we were unable to provide you with the requested document. We sincerely apologize for any inconvenience this may have caused.
  To address this issue, I have submitted a refund request on your behalf. Please allow 7-10 business days for the refund to be processed and returned to your original form of payment.

  Customer Answer

  Date: 09/17/2024

  [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.