ARVELL MOORE AIR COND & HTG

Nice crew showed up and completed install. Almost immediately the "ultra quite" unit they installed rattled the whole house when it started. After complaining and seeing a signficant INCREASE in usage, the replaced the compressor unit. No real change. With their energy guarantee I submitted a claim for about $900 as to which Doug promised me a check ASAP. Still havent seen it two years later. After a 5th or 6th tech showed up at the house with a manufactuer representative, the enrgy usage has gone down to what my old 10 seer unit ran. My neighbor, with a 15 year old unit and the exact same house is actually using a little less than I am. Try and get Doug on the cell after you report a problem and see how that goes. He won't answer or return my calls. Might as well forget warranty service, it's always not covered. The 15 year old unit ran better and with less maintenance than this new unit.

!0 days without AC in Texas enough said!!

Things went down hill from there. First they installed a heat pump tstat on the upstairs unit (none of the units are heat pump). The company acknowledged this was the wrong tstat but would not replace it saying that it did the job. (Purchased a correct tstat from Lowe's and installed myself). Winter came and we didn't have any heat; our children and their families were visiting so I went into the attic and found the gas valve off to one unit. Turned it on and left the house for supper; returned to find the house full of gas odor; killed the system and let the house air out - so close to having an explosion and fire. This is the only time that a technician came when called - he reported that the installation team had left the gas line loose and it couldn't have passed the installation tests. Tried to get the annual service as promised, finally gave up and got a second vendor to come who found both units very low on refrigerant and reported that the coil on one unit appeared to be second hand (corrosion) and the other might have a bad expansion valve. Tried numerious times to get the warranty honored and finally reported to the BBB - only then did the company begin responding. When it appeared we had a work plan in place to resolve the problems, I reported my complaint to the BBB as resolved. Another mistake - as soon as the complaint cleared the company stopped responding. We continued to try to get them to service the equipment after their techinician confirmed the report from the other company concerning the condition of the coil and xpansion valve. After 6 months we finally gave up and went to another service company to get the work done.Bottom line is we're out $14k on initial purchase, around $1.4k on service from other providers that should have been part of the warranty we paid for. We basically have a system that has only the basic factory warranty and not the extended warranty we paid for and no service from the sellor. 7/14/12: The upstairs unit went down (again); had another vendor come for service. Found out that by ser#, the "new" units at Arvell Moore had installed were actually 10 years old. Also confirmed the problem that two other vendors had stated last year that Arvell Moore had denied - that the coil in the upstairs unit was bad, looked like it had been stored somewhere that allowed it to corrode extensively. As of this writing, replacement costs are ~$1200 - almost $3k spent in the last year on a supposedly new unit with 10 year warranty.

This year, I looked them up online to find their number. I found that Arvell Moore Co. had been sold, and that the new people were doing very poorly. So, I let go of hoping that they would fix my system which went up to 80 degrees every afternoon, and ran at least 10 hours a day. My son gave me the name of a company he had used and was satisfied, so I called them. It was then that I learned Arvell Moore people apparently did not know what they were doing or they carelessly overlooked what was necessary to adjust the 5-ton unit to work with new 4-ton unit. The system in the attic was still 5-ton. It still had a 5-ton coil. It created havoc with the system. Now $2800 later, 6 hours to install items needed replacements and/or adjustments in the attic, my house is comfortable, with little to no humidity, and the thermostat is staying all day where I set it. I am thankful.

As can be seen in our description above, Arvell Moore is a nightmare to do business with. There is nothing positive about our experiences with Arvell Moore over an almost 8 year association that I can relate.

The refrigerant technician came out and said that I did not have a leak and left. (Actually I did have a very small leak and AirCon added 1lb of refrigerant. This was part of my overall problem. I have a heat pump system and you must be aware of that and be sure to test the refrigerant level when all other settings are just right and not anyplace in the cycle.) The original technician did not know how to program the new thermostat and we could not get any heat until a technician came back out to "correctly" program it. It got down to 64 degrees for a few days before someone came back out. To make a longer story short, the original technician came back out 2 more times and the thermostat still did not work correctly. I demanded a different technician come out but appearantly the company did not have a different technician that knew any more. I spoke to the operations manager (Nev) and he was no help. I finally spoke to one of the owners and demanded service by a competent technician. He promised that I would have service by that same evening at the latest. That evening he called and put me off until the next day. That was the last I heard from them and I certainly was not going to call them back.I have been doing business with Arvell Moore for 20 years and have been vvery happy with them until now. None of the prior personnel seem to be there and their service and quality have certainly deteriorated. I could not reach anyone on the weekend for example when I was not getting any heat. I was most surprised and extremely dissappointed in their overall performance. I finally called one of your top rated providers, AirCon Service. They had a competent technician out within 3 hours and resolved all of the problems with my H-V/AC system. It turns out that Arvell Moore had miswired some of the controls in the air handler in my attic , probably years ago, and that is why it had never worked as intended.

I love them. Every time I have had them out, they have been really good and professional. They have also helped me out a lot. The price depends on how long they may have to stay. It also depends on what they are doing. They are very efficient and they take care of the customers really well. They also get the job done. They are reasonable, price wise. I would use their services in the future too. In fact, I use them every year.

The quality of their work was excellent. They were very responsive, punctual, and professional. I would use them again in the future too.