Moore Heating & Air Conditioning

Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Dear Kathleen, Thank you for taking my call on 8/28/This response is being documented in order to officially respond to you through the Revdex.com using their protocol I would like to address each of your concerns one at a time 1) Technician gave inaccurate information Response - Our Technician gave accurate information based upon several studies that have indicated the harm that low levels of CO can have on the human bodyOne such studies was conducted by UCLA Medical Center's Scientific Medical Studies which confirmed that no home can be a healthy home unless it is being monitored by Chronic Low Levels of CO of PPM 2) Recommended I needed a CO monitor that measured 10-ppm at minutesMine measures 400ppm at minut4rsTold me that I could buy one ONLY on-lineWhen I checked monitors on-line this particular information (PPM) is not available Response - See response to #Also you have stated that this information of PPM is not available onlineIt is available however may be difficult to find for the average consumerWe use CO Experts Low Level CO Alarm and all of this information can be found at www.coexperts.com 3) Was told after inspection of our furnace that there were "cracks" that may be leaking and they recommended we consider buying a new furnace Response - Our Technicians run a very strict protocol any time they find an area of concerns in a Heat ExchangerOur Company Policy is that we dispatch a Supervisor to come onsite and Double Verify the diagnosis any time there is an area of concern in a heat exchangerThis reduces the chance for error dramatically and also keeps everyone honestThis is what we did at your home as wellWe take this accusation very seriously and after reviewing your job notes, paperwork and pictures it looks as though our Technicians followed our proceduresOur Technicians have all been trained and Certified by "The Heat Exchanger Experts"You can check them out at http://www.heatexchangerexperts.com/ Based on the pictures that were taken of your furnace there is an obvious area of concern in the heat exchcangerYou are correct that we would have stated "it may be leaking"This is nearly impossible to test however once we see a visual leak (one that water can get through) then we take things seriously as it can be a Safety Concern for the homeowner 4) Also was told that some of the duck work under the flooring had collapsed and would need to be replaced Response - We have taken photos of the collapsed ducting in your home and they are attached to this document 5) Asked about repairing our furnace and was told that "It is cheaper to buy a new furnace since the parts to our furnace (years old) were no longer available Response - If you were told that parts to your furnace were no longer available I agree that is not accurateThe type of Furnace that you currently have does not allow for a reasonable Heat Exchanger ReplacementYes you can purchase nearly every component for your furnace however the Heat Exchanger which is the heart and soul of the unit is a piece that is factory spot welded into place and would require us to completely disassemble your furnace to have a chance at replacing the heat excahngerIn these cases (as we have many each year with these units) we recommend looking at a New Furnace instead of trying to replace the heat excahngerAs replacement is usually less expensive or close to the same price as repairing that specific partPlease also keep in mind that the Manufacturer Recommended Life Expectancy of a furnace is 15-yearsYours is at years old as you have stated so it is not uncommon to find some of these items that were identified with your system 6)The cost was $19.00I consulted a second opinion and found that the furnace is repairable if necessary, that parts are readily available and that the duck work is fineI find the employees of this company [redacted] and [redacted] are dishonest Response - I am very sorry to hear that you feel this way about our Company and most importantly about our Technicians [redacted] and [redacted] Both of whom have shown the Highest Level of Character, Honor and Integrity through their time of employment at Moore Hating & Air Conditioning You mentioned on the phone that it was impossible to know if the photos taken where even from your home and went on to tell me that you invited another company to come in behind us (refereed by your handyman) and that this company told you that "the furnace is repairable if necessary, that parts are readily available and that the duck work is fine" Our Business Philosophy is that we are paid to diagnose and recommendI assure you that it is not Company Policy at Moore Heating & Air Conditioning to tell any homeowner that they have to purchase a new furnace so I apologize if there was mis-communication between our Technicians and yourself at the time of your Service Appointment As I requested over the phoneI would like an opportunity to personally come to your home and perform a Safety Inspection of your Furnace, Heat Excahnger and Ducting to either Verify the Findings of Dale Wheeler and [redacted] or to find them at faultIf they are found to have in any way lied about their findings and/or the photos do not line up with your home they will be reprimanded accordingly for their actions However without the opportunity to come and investigate this situation myself I am unable to make right any wrongs that we may have doneIt is the Heart and Mission of our Company to have every Customer be 100% Satisfied with our Service or Installation that we perform It is my intention to do what ever it takes to allow you to be 100% Satisfied with our ServiceThe table is open and I am more than willing to discuss how you would like to proceed As you agreed during our phone conversation I have put a reminder in my calendar to call you in a couple of weeks to check in and schedule a time for me to meet with you at your home and perform a follow up Safety InspectionI hope that you are healing well from your surgery and I look forward to having the opportunity to meet with you soon Sincerely, [redacted] co-owner (XXX) XXX-XXXX

The whole team, from installation to quality control, did a great jobThe city inspector was here yesterday and commented that they had done very nice work

Everyone we dealt with at Moore was extremely helpful, polite and conscientious It was one of the best experiences we have had with service organizations, and we have had many I would recommend Moore highly without reservation

My technicians were excellent in installation and explanation of product

Very professional team All the guys did an excellent job [redacted] went the extra mile and did a beautiful job getting our AC platform leveled

Nick [redacted] was the service tech who solved our heating problem with dispatch and the utmost courtesy I will definitely ask for him if we need service again I also want to note that he had excellent support from the company Good job for us!

Outstanding service from *** resolving an issue we had, he's extremely professional and a perfectionistGreat service technician

Home Depot offered a opportunity where a special promo price enabled my furnace to be serviced *** Heating & Air Conditioning sent a very well qualified technician out to my house today I was very impressed with (***) as he is obviously very knowledgeable and skilled I highly recommend this company The technician explained each service step to help educate me, which I appreciated

I have had systems installed by Moore The sales person (***) was great and has worked with us to resolve issues with the office The installers were very good at working with existing equipment and a very difficult install in an atticThe technicians are also great - efficient, knowledgeable and willing to take a few minutes to explain the workings of the equipment with us The office is disorganized but courteous It took months to get a refund on duct cleaning they were unable to complete due to a fiberglass lining in the ducts All in all, we are very satisfied with the equipment and service

Initial Business Response /* (1000, 5, 2014/09/03) */
Dear Kathleen,
Thank you for taking my call on 8/28/2014. This response is being documented in order to officially respond to you through the Revdex.com using their protocol.
I would like to address each of your...

concerns one at a time.
1) Technician gave inaccurate information.
Response - Our Technician gave accurate information based upon several studies that have indicated the harm that low levels of CO can have on the human body. One such studies was conducted by UCLA Medical Center's Scientific Medical Studies which confirmed that no home can be a healthy home unless it is being monitored by Chronic Low Levels of CO of 10 PPM.
2) Recommended I needed a CO monitor that measured 10-60 ppm at 15 minutes. Mine measures 400ppm at 15 minut4rs. Told me that I could buy one ONLY on-line. When I checked monitors on-line this particular information (PPM) is not available.
Response - See response to #1. Also you have stated that this information of PPM is not available online. It is available however may be difficult to find for the average consumer. We use CO Experts Low Level CO Alarm and all of this information can be found at www.coexperts.com
3) Was told after inspection of our furnace that there were "cracks" that may be leaking and they recommended we consider buying a new furnace.
Response - Our Technicians run a very strict protocol any time they find an area of concerns in a Heat Exchanger. Our Company Policy is that we dispatch a Supervisor to come onsite and Double Verify the diagnosis any time there is an area of concern in a heat exchanger. This reduces the chance for error dramatically and also keeps everyone honest. This is what we did at your home as well. We take this accusation very seriously and after reviewing your job notes, paperwork and pictures it looks as though our Technicians followed our procedures. Our Technicians have all been trained and Certified by "The Heat Exchanger Experts". You can check them out at http://www.heatexchangerexperts.com/
Based on the pictures that were taken of your furnace there is an obvious area of concern in the heat exchcanger. You are correct that we would have stated "it may be leaking". This is nearly impossible to test however once we see a visual leak (one that water can get through) then we take things seriously as it can be a Safety Concern for the homeowner.
4) Also was told that some of the duck work under the flooring had collapsed and would need to be replaced.
Response - We have taken photos of the collapsed ducting in your home and they are attached to this document.
5) Asked about repairing our furnace and was told that "It is cheaper to buy a new furnace since the parts to our furnace (40 years old) were no longer available.
Response - If you were told that parts to your furnace were no longer available I agree that is not accurate. The type of Furnace that you currently have does not allow for a reasonable Heat Exchanger Replacement. Yes you can purchase nearly every component for your furnace however the Heat Exchanger which is the heart and soul of the unit is a piece that is factory spot welded into place and would require us to completely disassemble your furnace to have a chance at replacing the heat excahnger. In these cases (as we have many each year with these units) we recommend looking at a New Furnace instead of trying to replace the heat excahnger. As replacement is usually less expensive or close to the same price as repairing that specific part. Please also keep in mind that the Manufacturer Recommended Life Expectancy of a furnace is 15-20 years. Yours is at 40 years old as you have stated so it is not uncommon to find some of these items that were identified with your system
6)The cost was $19.00I consulted a second opinion and found that the furnace is repairable if necessary, that parts are readily available and that the duck work is fine. I find the employees of this company [redacted] and [redacted] are dishonest.
Response - I am very sorry to hear that you feel this way about our Company and most importantly about our Technicians [redacted] and [redacted]. Both of whom have shown the Highest Level of Character, Honor and Integrity through their time of employment at Moore Hating & Air Conditioning.
You mentioned on the phone that it was impossible to know if the photos taken where even from your home and went on to tell me that you invited another company to come in behind us (refereed by your handyman) and that this company told you that "the furnace is repairable if necessary, that parts are readily available and that the duck work is fine".
Our Business Philosophy is that we are paid to diagnose and recommend. I assure you that it is not Company Policy at Moore Heating & Air Conditioning to tell any homeowner that they have to purchase a new furnace so I apologize if there was mis-communication between our Technicians and yourself at the time of your Service Appointment.
As I requested over the phone. I would like an opportunity to personally come to your home and perform a Safety Inspection of your Furnace, Heat Excahnger and Ducting to either Verify the Findings of Dale Wheeler and [redacted] or to find them at fault. If they are found to have in any way lied about their findings and/or the photos do not line up with your home they will be reprimanded accordingly for their actions.
However without the opportunity to come and investigate this situation myself I am unable to make right any wrongs that we may have done. It is the Heart and Mission of our Company to have every Customer be 100% Satisfied with our Service or Installation that we perform.
It is my intention to do what ever it takes to allow you to be 100% Satisfied with our Service. The table is open and I am more than willing to discuss how you would like to proceed.
As you agreed during our phone conversation I have put a reminder in my calendar to call you in a couple of weeks to check in and schedule a time for me to meet with you at your home and perform a follow up Safety Inspection. I hope that you are healing well from your surgery and I look forward to having the opportunity to meet with you soon.
Sincerely,
[redacted]
co-owner
(XXX) XXX-XXXX

Everyone we dealt with at Moore was extremely helpful, polite and conscientious. It was one of the best experiences we have had with service organizations, and we have had many. I would recommend Moore highly without reservation.

My technicians were excellent in installation and explanation of product.

Jeff was very professional and company maintained contact to remind us of the appointment and the status of the technician's arrival. Well done!

[redacted] was prompt, polite, knowledgeable, efficient, and very thorough.

We selected Moore Heating & A/C to install a room air conditioning unit based on the great reviews they've received. We were not disappointed. [redacted] and [redacted] were excellent installers, and got us all set up in short order with minimal disruption to our home and our day. They were courteous, friendly, professional, tidy and flawless in their work. Highly recommend this company and [redacted] and [redacted] in particular!

Nick [redacted] was the service tech who solved our heating problem with dispatch and the utmost courtesy. I will definitely ask for him if we need service again. I also want to note that he had excellent support from the company. Good job for us!

I had by semi-annual service check done by [redacted], at Moore HVAC. He was quick, polite, and efficient. He managed to recognize and correct two long standing issues that have been seen by several technicians that have been an issue since my unit was originally installed by others. Way to go, [redacted] and Moore HVAC! Thanks again.//

The whole team, from installation to quality control, did a great job. The city inspector was here yesterday and commented that they had done very nice work.

Very professional team. All the guys did an excellent job. [redacted] went the extra mile and did a beautiful job getting our AC platform leveled.