Report: #763488

Complaint Review: John Moore AC & Heating

  • Submitted: Wed, August 10, 2011
  • Updated: Wed, September 07, 2011
  • Reported By: Pam Sutherland — Missouri City Texas USA
  • John Moore AC & Heating
    10005 W. Sam Houston Pkwy. N
    Houston, Texas
    United States of America

Show customers why they should trust your business over your competitors...

On 8/2/11 - during record heat, my family contacted John Moore to come out and service our air conditioning unit. Our home was not cooling properly and we suspected we might be low on Freon; which historically required more Freon and possible collateral service. When the John Moore technician came to our home and provided their "free" service call, the technician told us that he saw nothing wrong with our system (noticeably, he didn't go into our attic)and after checking our Freon levels, thought we were a little low and proceeded to add more. After he added the
Freon, we asked if he were certain that there were no additional issues or concerns - without checking our system inside the house after adding the Freon - he stated that there were no problems and we should wait until the next day for the addition to take affect ($250). - But he was adamant about selling us an entirely new AC system ($8,900) and even gave us an unsolicited quote.

The next day, while we waited, the air didn't cool at all - my kids and I were miserable in 100+ degree heat. On the morning of 8/5/11, we called John Moore and told them our circumstances, which our kids had weathered the heat the prior day and evening, and we didn't want it to happen again. We pleaded with them to send someone to come out in the morning; we thought that this was the least they could do. They didn't. We then contacted ARS and they sent some out immediately. Upon review, ARS' technician discovered that we in fact had a leak
in the attic that the John Moore technician didn't see during his "free" service call.

So, we ended up paying ($2,000) and our system is now working like it is supposed to. As stated experts, who market adamantly about their abilities; we believe John Moore should have caught this during their service call; and rather than trying to sell us a new system, they should have focused on fixing the one we have. 
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This report was posted on Ripoff Report on 08/10/2011 05:54 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Consumer Comment

Lawrence, you're stuck in the RR Twilight Zone

AUTHOR: voiceofreason - (United States of America)

If you some real rebuttal fun, come over to Report: #753654. As long as you keep getting teleported from your real post, you might as well pay a visit there.
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#2 Consumer Comment


AUTHOR: Lawrence - (USA)

Something crazy is going on with this site. I saw another post that was crossed rebutted. See 773619. Someone posted a rebuttal to a different one and it crossed over to that one. wtf
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#3 Author of original report


AUTHOR: Pam Sutherland - (USA)

Dear John Moore, did you even read our complaint. you stated, "It appears from all of our documentation that we simply added refrigerant to your system because that is what you specifically requested that our technician do." What documentation are you speaking of? 

RESPONSE: Your firm adamantly claims in commercials that you provide a free a/c system diagnosis. Well, contrary to your marketing, we didn't get our free a/c system inspection diagnosis. 

In addition you state, "We hope that the resolutions we discussed with you are satisfactory and that our actions demonstrate our commitment to customer satisfaction."

RESPONSE: We have not been contacted by your company at all, and have held no discussions with you. We have only received $100 of the $250 we requested back from you via check; and a boiler-plate letter. This is not an acceptable resolution to our complaint.

You still owe us $150.
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#4 Consumer Comment


AUTHOR: Lawrence - (USA)

I had actually clicked on "file a rebuttal" inside posting #773061, so how this got crossed over is a mystery to me.
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#5 Consumer Comment

Apparently the wrong stuff!

AUTHOR: Lawrence - (USA)

Sorry, I responded to the wrong post! wow, how on earth that's even possible is beyond me, as I'd never even seen this posting before.
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#6 Consumer Comment


AUTHOR: mr rik - (USA)

Try to stay away from dealers and stick to repairmen if possible.

What you smokin Larry?
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#7 Consumer Comment

I work in the food industry

AUTHOR: Lawrence - (USA)

And if you bought thier products with the intentions of it coming into contact with food then you need to find another line of work. You're supposed to find out whether or not it's FDA approved BEFORE you purchase.

Besides,,,,, where is the ripoff here?
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#8 UPDATE Employee

John Moore Services

AUTHOR: JohnMooreSvcs - (USA)

Dear customer, 
Please allow me to apologize that you were not happy with the results of your HVAC service call. I do understand that these situations can be extremely frustrating, particularly when it is so hot outside.
We have investigated this matter. It appears from all of our documentation that we simply added refrigerant to your system because that is what you specifically requested that our technician do. However, we would like to resolve this situation in an amicable fashion. We hope that the resolutions we discussed with you are satisfactory and that our actions demonstrate our commitment to customer satisfaction.

Thank you
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