TOM MOORE HEATING & COOLING INC

We moved into a 90 year-old home about a month ago. A few nights ago, my wife and I noticed the AC in our bedroom was not getting as cool as we had set the thermostat. In the morning, I found a small leak in our ceiling and immediately called my home warranty company. John from Tom Moore Heating & Cooling showed up a couple hours later and went up to my attic to inspect. He explained my drain pan was fine, but the 20 year-old air handler was bad and would need to be replaced - he told me it is old, rusting everywhere and has a bad coil. He also pointed out that it is working far too hard (which is why my electric bill was so high); that it does not have enough air returns to feed it and it is not blowing enough to sufficiently cool the bedrooms. He also explained that my ductwork is compromised in several areas; specifically the area of the leak was caused by condensation coming off the metal duct which was not properly insulated. He suggested I wrap that duct with a blanket (which I did) until the repairs could be made. He gave me a report indicating "multiple problems; bad evap coil; poor system performance w/bad duct system." Then Charlie, the estimator showed up and gave me a second report - an estimate of costs, which he said would be submitted to the warranty company. He did not do any further inspections. He told me they would call me later that day to schedule the work to be done the following Monday. They did not, so I called them the following day. I spoke to Ann Moore who told me the report to the warranty company indicated only that the ducts were improperly installed. I explained all John had told me and written in his report to me, and she said she would call the warranty company and add to the report, then get back to me later. She did not, so again I called them the next day. She would not initially take my call, so I called the warranty company. The warranty company told me the report was updated to indicate "dirty coil." That was the first I heard any mention of dirty coil and could not possibly be true, since I have the paid invoice from a month prior when we paid to have a company do a deep cleaning of my entire AC system. Further, how could the report say dirty coil when the technician never opened the air handler to do a visual inspection? The warranty refused to pay, saying I needed to have the coil cleaned (ignoring the fact I already had done that) and would not warrant the ductwork since they were improperly installed. I called Ann back and she became combative. She demanded I send her the paid invoice showing I had the cleaning done and refused to send me the report she submitted to the warranty company. She further indicated I had no air filters, which is also false. Although the tech told me I had a bad coil and unit that needs replacing; she defended the report stating dirty coil even though there is no proof of that. This company practices in deceit and cover up in what can only be an effort to keep the warranty company which feeds them business happy. I detest liars and would never hire them. At the end of the day, my AC still doesn't work. The drip is temporarily gone, but I will apparently have to come out of pocket nearly $8,000 to fix a problem that should have been warranted (next I will look to see if the warranty company has a listing and describe my frustration with them). Ugh! On a bright note, I called the Dan Wright Corp, who had previously replaced a second AC in my home and did a great job. Kenny said he will gladly come to the house to provide me with a second opinion.

They are excellent, I've been very pleased with everything they've done. Their pricing seems to be more than fair. They are very responsive and I can't say enough about them. The quality of the work is very good. When they installed the new system in my rental home they had the whole thing done in one day. Their communication in the office to the people who come out to give the estimates is very good.

His son works for him. Mr. Moore had been ill so he didn't participate. I am very pleased with the service and the professionalism and punctuality, everything. I have been pleased with the company for many years now.

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