John Moore Services

I purchased a new A/C system from John Moore in August 2009 with a 10-year parts and labor warranty. That experience was outstanding -- great team, great service. This summer, I started experiencing problems and called for service on Saturday, July 10, and was given a service window of 5 to 8 p.m. I called at 7:45 and was told service man was running late. He arrived at 9 p.m. and diagnosed a possible freon leak but had to shut system off overnight because of ice formation before he could fix it. Showed back up promptly at 8 the following morning, found a loose cap and fixed it, recharge freon and said if that didn't fix it they would investigate further. All covered by warranty -- all good. Then things went downhill. The following Tuesday I realized that the system was not cooling properly and called, was told that someone would come Wednesday morning 8 to 11 and that it would be "priority one" since it was an existing repair job. It was 4:00 before someone showed up, and that person (very professional) identified and marked a leak but could not do the repair. He did add freon to keep the system running overnight and said someone would come between 8 and 11 in the morning Thursday. At 11 a.m. they called and said they were running late. At 4 (as house was continuing to get hotter) they called and said they were on the way. At 5 p.m. when I checked, dispatching said the repair person was stuck in traffic. At 7 he was "close by and either he or another close by technician would be there in 15 minutes." At 8 he was "not answering his phone." I said I was going somewhere to cool off and they could call my cell phone when someone was at my house. At 8:30 dispatching called me and said with many apologies that the repair could not be done that day because it had to be done in daylight, but a technician could come by around 9 p.m. and put more freon in. I was also told a report would be filed detailing the scheduling issues and that this was "not the way we work" and they would see what they could do to make me happy and someone would call me from Customer Care in the morning. The technician showed up at 9:30 and said he couldn't put more freon in without doing the repair (EPA rules) but he could do the repair then (yes, in the dark) or two days later(!). He did the repair in about an hour, recharged the freon and it seems to be fine. No call came from Customer Care, so I called them and recounted the scheduling issues and was told all they could do was look into it and this was "not the way they work." With a 10-year warranty, I hope that this experience is somehow the exception and that I will not have 9 more years of this kind of scheduling disaster.

The pilot (thermocouple) went out on an in-warranty hot water heater and GE overnighted the part. The plumber installs the unopened provided part. After the first heat cycle, the pilot is out and will not relight. The warranty rep advise the Gas Valve must be replaced and send it and another thermocouple. After I asked some questions, they (warranty) advise the Gas Valve failure is commonly caused by overtighening the thermocouple. In addition, they sent me a document on how to install both parts and clearly states hand tighten only (do not overtighten). I call John Moore and advise them they improperly installed the thermocouple by using a wrench which resulted in damaging the Gas Valve and I would not pay for the repair but would provide the parts. The same plumber came for the rework, looked at the parts, and told me there would be an additional charge. I said no, he improperly installed the first time explaining the wrench and the manufactures instruction. He argued with me by saying he used pliers (not a wrench) and he knew what he was doing. Next he says the part was defective since I supplied them. I told him because of his screw-up, my family did not have hot water for 6 days (failed on Friday Memorial holiday weekend and parts didn't arrive until Wednesday). He called his supervisor and tells me someone else will come to install. I ask him why he doesn't do the work and he told me he won't do it for free and leaves. I called service back to remind them tey advertise 100% satisfaction and someone did come and install without charge. My comment is: WHY DID THEY ARGUE AND WHY DID I HAVE TO B**** AT THEM TO GET THE WORK DONE??? If I had not informed myself of the installation procedure, I would have pidy another $200 for something that was their fault. If this is the way they treat (trick) a single Mom, just how do they behave to defenseless elderly people.

It turned out satisfactorily. They came on time and they lived up to their estimate. The work seems to have been done well and I would use them again.

I got smart - called another AC provider I found on Angies List and "lo and behold" the motor/condensor on the outside was broken and that's why the house wouldn't cool. It is fixed and works great now after sweating it out for a year or more. Lesson learned!

They did a good job. They came out, took care of the problem and got us back online. They cleaned up when they were done. The price was high.

The job went well and the new light looks good.

They were good. They came out and the worker had to cut a hole in the drywall to get to the plumbing. He replaced all the hose behind it. He fixed the leaks. The next say the fixtures weren’t tight anymore so we called them back out. They came out and fixed it. I didn’t have any issues with them. This is the second time that we used them.

I have been using the company for a pretty good while. They are always quick at getting everything done and they do a pretty good job. I don't remember how much it cost to get it fixed.

John Moore Services was excellent. They diagnosed the problems with my air conditioner, very quickly. They fixed the problem promptly. Their price was reasonable. They were very professional in the way they conducted themselves. They were very punctual.

They absolutely stunk and the price was very high. They had to send someone else out and the guy was literally here the whole day for eight hours and he did not even fix it. He was also supposed to fix two toilets and he did not fix those either.

I would probably use them again because I have already started with them.

I use three people from John Moore Services always when needed. They bring their identification with them because I ask for it in the phone calls that I make. I don’t let any strangers in as I’m wheelchair-bound. They are very professional and recognize my need to have things explained in a little more detail. I am happy with their service.

We have a yearly service contract with them to air conditioning and heating service. When they come out to do the servicing they even cover their shoes before they come out to my home. They train their employees very well. Everyone who comes out is very knowledgeable. Once they get something fixed it is fixed. Except during peak times they are very easy to get a hold of. During peak times they address things in a matter of importance. Major issues before the minor ones. They are very competively priced. They call ahead and give me an hour time for them to be there in.

Our hot water heater went out Saturday morning. Normally my husband would fix it but he is out of town for several months, and it's in the attic in a difficult place to get to. I called John Moore and the first available time they had to send someone out was between 8 and 11 a.m. on Sunday, so I said OK. (In the meantime, I called a couple of other plumbers but they didn't work on weekends.) Someone called at 8 a.m. Sunday morning to confirm the appointment. Around 10 a.m., someone else called to say that they were running late. At noon, they called again to say they were still running late. Finally at 1:10 p.m. they called to say the plumber was on his way. He arrived around 1:45 - almost 3 hours past the scheduled time. While I appreciated them calling to keep me updated, I was irritated since I had gotten up early and changed plans for the day to be available to wait for them starting at 8 a.m. The plumber himself was very nice and very helpful. He found that the problem was just the pilot light and re-lit it, which took just a few minutes. The charge was $119 - just to re-light a pilot light??? Ridiculous. I had a coupon so the final cost was $94. I guess I better learn how to get up there myself or find someone else to do it. We've used John Moore several times in the past, including for major work, and have always been pleased with the people they sent and the quality of the work. Just wish they'd be more punctual and not charge so much for a simple problem.

We may have had a lightning strike during a severe thunderstorm; we were out of town at the time. When we returned, some lights in the house worked; some didn't. The problem was in the Center Point box; a line had "exploded." When that problem was corrected, the only thing that was still not working was the a/c. We called John Moore, whom we had used last year when the a/c went out. They have a 24-hour number to call, with a live person--not an answering machine. They were able to come the next morning, and the repairman discovered the a/c breaker box was out and the 16-year-old unit needed a tune-up. Although they recommended a replacement, the repairman told us he thought we could make it another year. Their prices may be a little higher than others, but they are reliable and I think honest. They give the cost before they do the work.

They were very professional, responsive and efficient. There quality of work was excellent and they also guaranteed their work. They called me back to check if everything is working fine. However, the price was way too high and I would not use them again because they are very expensive.

They were great to work with! I would use them for another big job, but they quite expensive for a small job.

It went well, the contractor went over the changes that were needed and was able to troubleshoot a few other issues that he encountered.

The young plumber was very nice and quickly identified the source of the leak. However, he wanted to charge me $2,089 to fix the problem. The plumber said that I could replace 13' of hot water heater pipe for $2,089 or all pipes in the attic for $3,443.00. Something similar had happened a year ago and the plumber only charged $150 so I was surprised at the cost. When I balked at paying it, the plumber got his boss on the phone to try and talk me into making the repair. I'm a single mother and don't have thousands for repairs, so I obtained a second opinion from another company and they said the pipes did not have to be replaced. The second company gave me the option of placing a clamp on the leaky pipe at a cost of $275.00. I saved $1800 by going with the second company instead of John Moore.

Developed a leak early in the morning. Found this company via a websearch, contacted them, and they sent someone out that morning. Identified the problem, recommended a repair, and then conducted the repair.

Started out great, in that the plumber showed up on time early in the am. After some time, the estimate was developed for a variety of activities: 1) cleaning the tankless water heater--had a lot of scale build up, 2) repairing a flow/shut off issue with a toilet, 3) finishing some minor toilet handle issue, 4) Quote to rebuild a toilet...All of the initial estimate amounted to about $900. The guy also quoted to install a whole house water softener, characterizing it as essential solving the scale problems, causing all of the water pressure, hot water and toilet problems: $3200 for that, with a credit on the total costs of this visit. I put the brakes on the water softener, which sounded very high to me. I did some checking on the web and saw that many systems were less, but I did not even know what brand the softener was... So, he left to get parts, solvent, etc. After about 1.5 hours, my wife called John Moore asking where the heck the plumber went and why he had not returned. She complained that she was led to believe that he'd be back soon and that she was wasting her day. He finally came back and they promised a credit. When I came home around 5pm the plumber was still there! I shooed him out of the house, after we paid the net bill of $538 (no credits were ever given). So for that, they de-scaled the hot water heater, fixed a toilet and finished a handle replacement. Seemed pretty high to me...

They were very prompt. You have to be careful with the dispatcher. She got my address wrong and sent the guy like 50 miles away. I had to call and find out where he was. It was frustrating, but once he got here everything went quick. They were priced high but it was an emergency situation so I had to use them.

Good company they have been polite and helpful. They come on time. They are good about calling before coming.

I filled out a request for service on line on Monday for Saturday service. Never received a call. I called and made an appointment on Wednesday for Sat. Estimated appointment was 8 -11. At 9:30 they called to say he was on his way. I called back at 10:30 and he said over the radio he was "down the street" (my street is 2 blocks long). I called back 30 minutes later and he was in the wrong zip code and arrived 30 minutes after that. They initially had the wrong zip code in their data when I made the appointment and we corrected it but somehow it didn't save the info. When he walked by the water heater, he told me it wasn't up to "code" and that they should have replaced the inlet valves, that it was dripping. I looked at it later and there was no drip - it just seemed to be a fear tactic. He also looked at the disposal to see if it needed to be replaced (more $$). When it came time to pay, he insisted there was a $25 coupon in the phone book. I searched and searched and could only find a $20 coupon. He insisted even after I showed him the books. I wasted about 15 minutes searching and at the end he wouldn't give me that extra $5. I will never use them again.

My AC was not cold, Compressor not running. -Technician came out, said it was the expansion valve, but need to replace Evaporator coil too. $2500. -New team came out to do replacement. -Coil was too big, so they kludged a plenum. -3 days later-Bad smell coming from vents -New tech came out. Said it was wet because plenum too small. -New plenum $1200- said no, you can fix the plenum you built. -ANOTHER guy came out next day. Took some pictures, spouted some bull. -No word for 3 days. Called dispatcher. No record of service needed. -ANOTHER tech came out to look. Said he would talk to supervisor and then call back. -no call. -AC went out again. -Tech came out, informed me we had bad wiring and LEFT!!!!! -Called dispatcher. She said she had to schedule an electrician. -Electrician came out...Farted around. Left. -I called. -ANOTHER tech came out. He found the bad wire, but could not fix it because "I'm not supposed to do electrical work". -ANOTHER electrician came out and spliced the wire. AC worked. -Electric stove did not work any more. -I called dispatcher. -ANOTHER electrician came out and found that the second electrician left a wire exposed. He fixed that one too. -I discovered he did not close the box back up. I was tired of calling. -Month later, the splice burned up. -I talked to a different AC guy (NO MORE JOHN MOORE!!). -He said the splices were very shoddy and had to be re-done.