Moore Heating Air Conditioning & Refrigeration Inc

Addressing the first sentences in paragraph 1: Moore Heating contacted Diamond Heating on 6/15/Torrey the service manager and Dodi the office manager had a conference call with one of the office personnel at Diamond. We provided Diamond the copy of their invoice provided to Moore by *** ***. We asked if the technician had stated what *** had noted in her last response, “The technician that replaced the expansion tank was very clear that it was the original piping and tank, it had much corrosion and was clearly not replaced with the boiler.” When we asked Diamond, The Diamond representative called the tech and relayed to us, “He said he had no recollection of saying that.” The woman we spoke with said that the technician that went on the call is very detailed and if there were any red flags or concerns on the boiler or installation he would have contacted the office and notified them. He was also informed the nature of the call, and that the home owner had concerns that we used existing parts on a new boiler install, as called in by ***. Regarding the last sentence in paragraph 1. Moore Heating would not have used existing parts, one of the parts that were replaced, by Diamond, comes with all new boilers (the pressure relief valve). There would have been no reason to use the existing. The home was built in and the heating equipment and components would be years old, even if replaced sometime in the last years it would be so much work to match up the parts from the existing boiler if they were even compatibleAddressing our record keeping in paragraph 2: We have a fully integrated software system. When a customer calls in a service, a call/dispatch is generated in the software under the specific physical location. Until that dispatch has been created the dispatchers can NOT send the call to the field technicians lap top or I-pad. This dispatch serves as a time card for the field tech, a record of the service history, and the invoice. NONE of those items are possible in anyway without the call entry. Without the following a tech would not be able to go to your home, the hours would not go to the payroll module, the tech would not be paid, and a bill would not be created. The calls once entered into the customers record cannot be deleted, even if the call is cancelled the history remains. Once the call has turned into a bill it gets posted to our accounts receivable. It shows your payment history, your late payments, and the conversations we had with you on the late paymentsIn regard to our technicians contacting you at time of service: The tenant was the point of contact on both occasions: As for the first invoice in it was a call that took place at the end of the day, there are no notes on the invoice that he had contacted the landlord once complete and if that is the case we apologizeThe call our technician contacted you and let you know what had taken place as noted on the invoice that was attached in earlier correspondence. It is our professional determination that the complaints made by *** *** are not based on facts. Moore Heating is a quality, family run business, we have been in business for over years and we have a good reputation. We ask that you please look at our record to back this up. We have determined if there are more rebuttals by *** we would like to go to mediation. We feel this customer will not be satisfied with our conclusion, and we don’t believe it is unreasonable to not go to an individuals home who used profanity and told us we were going to go out for free. Nor that it is reasonable to reimburse the boiler installation. NOTE: We have the names of the individuals we spoke with at Diamond. We have kept them anonymous at this time, but will request permission to use their names if it becomes necessary

Complaint: ***
I am rejecting this response because:It is completely inappropriate for Moore Heating to contact Diamond Heating regarding a service call that was conducted after their refusal to perform serviceThis is a matter that should have been handled professionally and they should have not contacted or tried to speak with the other technician under any circumstancesDue to them calling Diamond Heating, feels uncomfortable being involved in any further actionsI called Diamond Heating on 6/immediately following completing the response made to the Revdex.comAt the time the technician was on a service call but the office manager was well aware of the situation, and said she would have him type something up when he returnedI did't receive anything that day, and called back the following morningWhen I spoke with the office manager she said that the technician now felt uncomfortable writing anything because he did not want to be involved in the situation. The office manager told me she would speak with him again, and have him write somethingI explained to her that hired them to do a diagnostic, and they knew about the situation thoroughly before going out to the house for the service callI will follow up with Diamond heating today, but it is clear that due to Moore Heating calling they are uncomfortable getting involved. Moore has lied, done nothing to try and apologize or fix this situationThey continue to have terrible customer service, and do things that are completely unethical for a business to doThis company may have been in business for years but they are not about family, or doing what is rightAt a minimum Moore could have offered an apology for their terrible customer service, instead of continuing to lie and treat the customer as someone who is trying to lie and get over on themGood people, and good companies do not treat people like thatThis company should be shut down, and all transactions should be thoroughly investigated for fraud by the Revdex.com.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***
I am rejecting this response because:The statement made by Moore Heating is False, and they are not taking any responsibility for their terrible customer serviceAfter having the system looked over by another company it was determined that the pipes and boiler tank connecting the boiler were never replacedIt was the technicians opinion that this is what had been causing the trouble all along, and should have been replaced at time of new boilerAttached is the invoice from Diamond Heating, after Moore refused service on my property.
Sincerely,
*** ***

Response letter, Install billing, Repair 1, and Repair 2. To whom it may concern:I (Torrey) was put in touch with *** *** after her conversation with our dispatcher (Gary)Sheaccused Moore Heating of installing junk and refused to pay any service billI looked up the history,
weinstalled the boiler 02/13/for $5,Our second trip was three years after the installation forno heat, on 01/07/we found that the boiler had pressure on it and a faulty backflow preventer.This is a component of the heating system but not part of the boilerThe repair was $with laborand parts*** called us back out a year later for no heat on Friday at 10:AM 01/27/we werevery busy at the time and could not fit her in on regular rates, and offered after hours, she did not wantto pay overtime and said to fit it in when we could but only on regular rates (noted on the dispatch1/27/17)We fit her in Monday @ 10:30AM on 01/30/and found a loose connection in thejunction box, so the system had no powerOnce we repaired the connection the boiler fired and cycled,we did note once boiler came on and started heating, water dripped around the bottom but it stoppedonce system came up to temperatureIt appeared to be snow that had collected around the flue whilethe boiler had been down, however we notified tenant to keep an eye on it just in case, there was noleaks or water at the time of our departureRepairs were $169.50.When *** called months later, on 05/30/she said there was a leak around the boilersomewhereWe told her that we would come out and repair the leak, but it was not under warrantysince we had done no repairs or maintenance to her system on the water side only repaired theelectrical the last visit in 1/30/We told her further repairs on the water side would be billable.The system was years old and out of warrantyI told her it could be from the lack of maintenancesince the system had not had a maintenance since installationShe then stated that she has beenhaving another company do the maintenanceI told her it would be best if she used that company tomake the repairs as wellShe then told me we will be coming out and fixing her boilerI told her, “Notat this time.” I would not send our technicians out to her home, since she used profanity and wasrefusing to payShe then asked for the owner’s name and phone numbers I told her they were onvacation and I was standing in their placeI asked her to give me a good number to reach her back and Iwould have them call her immediatelyShe then told me that was not good enough and she would betaking us to small claims courtI then felt there was nothing further I could say to appease her and I toldher to “have a great day” and waited for her to hang upNever have I had to refuse service to acustomer.She stated in her comments that I said she was being rude, what was said was, I felt that she was goingabout it the wrong way by yelling and cursing and telling us we will be coming out to fix her boiler andshe would not be paying.As soon as the conversation ended I left a message with the owners Rob and Wayne, that same day theowners contacted Jen in the office and requested the history of the client and then proceeded toContact *** ***Rob called ***, she was unavailable so he left a messageWhen ***called back she told Rob she had booked another company to come out and look over the boilerRobtold her we would be interested on the findingsWe have not had a response at this time.Attached are the invoices for the boiler installation, and the repairs in the years of boiler operation.It is our professional opinion that service calls in years does not justify removing or refunding aquality piece of equipmentThe repairs made were made on components of the heating system butwere not part of the boilerMoore Heating stands behind its quality of workmanship and will upholdthe manufacturer’s warranty on all our installationsThere is no indication of poor workmanship or afaulty boiler system that would rationalize a refund or removal of this equipmentWe feel thecustomers perspective is not based on factual informationWe believe it is in both the customers andour best interest for her to pursue another company for her future HVAC needsThe equipment has nowarranties remaining, it is an excellent system, a quality install and has only had minor repairs, ofwhich neither were to the boiler itself.Professionally, Dodi M***

Good afternoon ***,
We went to ***’s home on Wednesday 11/23/after coordinating with *** on 11/22/16. Our service manager and install manager went out on site and spoke with ***. There had been a miscommunication with our service tech on site and our service manager over the
phone, regarding a damaged filter. The customer was correct and the filter was damaged when our tech removed it from the filter box to inspect. Our service manager replaced the damaged filter and performed the maintenance at no charge as a courteous to *** on 11/23/16. She is scheduled to have more equipment installed and was satisfied with the outcome to our understanding on 11/23/16.
We spoke with our installation department and they said that *** had been very cordial and pleasant to work with. Both our service manager and install manager felt that *** was correct and the technician could have handled and explained the situation better. We believe she was a satisfied customer after our visit on 11/23/
Dodi M***
Dodi M***
Team Member since
Main Line ***
Fax 907-222-
Direct Line 907-350-
***@mooreheating.com