Complaints

This profile includes complaints for John Moore L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  John Moore L.P.

  10005 W Sam Houston Pkwy N Ste 200 Houston, TX 77064-7510

• 

  John Moore Services, Inc

  8226 Douglas Ave Ste 410 Dallas, TX 75225-5985

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction is 5/2/2023. Amount of " supposed " repair is $ 939.93.
  Company was asked to drain a clogged attic main drain line.
  Do not know if this was done or not....but the plumber, Ruben , caused a leak in our attic that got the ceiling wet in our garage and inside closet. Of course he says it was an issue already. But I had an A/C repair man out for our annual summer check up 4 days before his visit. There was NO leak noted at that time.
  The leak appeared within a foot of where he was " draining" the pipe. Then very quickly he calls the company they use to clean up these type situations. To me a very suspicious action. Did he realize he caused the leak and was trying to cover up his error.
  Now we're going to out the money to get the issue fixed.
  Very poor serive from the company and when I called to discuss the issue over the phone was on hold for 19 minutes. The person I did speak to was of no assistance. She said he was working on the drain pan....he was here working a drain line.
  Also was charged like we had 4 drains cleaned .... only one line he was working on.
  Also they send out a sheet with a copy of the bill stating:
  Damaged caused to the customers property as a result of repairs .....They will not be responsible for.
  Almost sounds like they've had problems like this in the past.
  Don't know if this will be sent to the company . If not at least post for others to see.

  Business Response

  Date: 05/24/2023

  We are looking into this matter and have asked the customer to provide documentation regarding the damage claim. The charge has been addressed with the customer already.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 17,2022 an HVAC inspection from John Moore Services resulted in extensive damage to my home costing $7657.26 to repair. Almost immediately after entering my attic water began to spray into my garage - their technician Charles *****,along with his trainee, broke a water pipe. He said "no big deal, only a little water". He lied. The garage ceiling & wall showed water damage. There was also water in a bathroom - once again he lied saying no big deal - just a little water came through the electrical exhaust fan. My water had to be turned off. Charles said he could go to Home Depot, buy something and fix it. Since he was not a plumber I said no and asked JMS to send a plumber. I was without water for several hours till their plumber Clint ******* arrived - he fixed the pipe. While he was there I noticed water stains starting to appear on the ceiling & walls of a bedroom and closet, also the carpet was wet. Mr ******* took pictures. Not one of their 3 employees told me the attic insulation was soaked with water. I felt I could not trust JMS when they offered to send their restoration company so I hired ******* to do repairs. On Dec 13 their customer service rep Alicia ******** called me saying "I'm calling to check on our offer of 500". She did not say dollars, just 500. I never received any offer, I asked what offer, who made it. Her response was "I'm just following up". I got no further info. On Dec 14 Monnah ****, customer service rep, acknowledged JMS caused damage, which was shown in the many pictures I sent JMS. Her acknowledgment email also requested invoices for the repairs. I was not able to send the invoices till Jan 26. My home was in such disarry during the repairs I fell and broke my back. On Feb 24,2023 my lawyer sent a demand letter. No response from JMS. I called JMS Apr 3 to demand reimbursement. Within an hour JMS lawyer Lance ****** told my lawyer he would get back to us. To date no response. JMS is very dishonest and owes me $7657.26.

  Business Response

  Date: 05/05/2023

  All matters have been addressed with Ms. ****. 

  Customer Answer

  Date: 05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and Got an estimate from Hunter at John Moore. He gave me 2 prices and I took the higher one because it was to make the water heater more accessible and safer for the installers. Instead of coming in and putting down the floor to make it safer they went up to the attic and promptly stepped through the ceiling. Then we went down to the truck and they started to pull out the new water heater and they had brought a gas heater, We only had electric at the house. I told the installers and they wanted to go up and look. I told them no because I know gas had never been run to my house and I've lived there 21 years. Finally they got back to my house with electric and started installation. Instead of hooking up as they had taken down the last one which was still working they proceeded to hook it up to the light switch so that when you left the attic and turned off the light it turned off the water heater, They, after about 6 hours, figured out they didn't know what they were doing and said they'd send out an electrician the following day. At 9 am I was called and told an electrician would be out between 10 and 12. At about 2 an electrician was sent out and he said sorry but I wasn't notified until 11:15. So more time wasted. Instead of hooking it up as the old one was he did some work for which he charged me $1,042.17. My wife was home not myself and she signed an authorization thinking it would be covered by the original bid. However John Moore wants to add that to the original bid.We had a person come out and give us a bid and we accepted. hey stepped through our ceiling , they had the wrong water heater, they clogged up the toilet, they asked me for electrical tape, they hooked the water heater to a light switch which turned it off when the light was turned off. they left the warranty and instructions on the counter up stairs and didn't take the original drip pan with them. Now they want to up the price over $1000 and I do not think its fair or that I should pay anything but the original bid.

  Business Response

  Date: 04/18/2023

  We reached out to Mr. ***** and have addressed all concerns. 

• Initial Complaint

  Date:04/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invoice #*********. Total Invoice Amount: $1,956.49
  I received your first official written attempt to collect funds on 4/3/2023 in a letter dated 3/28/2023.
  Please review the following key points.
  A. Received a phone call on Tuesday 3/22 regarding a supposed balance due of $1,956.49.
  B. This was the first communication that I received regarding this, zero emails were sent.
  C. I received an email on Jan 30, 2023 stating that I had a zero balance with John Moore.
  D. I paid $1,956.49 on the day of service. The agreement was explained to me by the service lead that if I owed an additional amount, based on the amount of work performed, that I would be immediately notified during service. This amount could include fees up to $3,800. I was not notified then of any additional fees. We agreed upon the final amount of $1,956.49.
  E. The service lead stated that there would be no additional payment needed due to the limited amount of service needed. To be clear – we are discussing approximately 2 to 3 hours of work for a very shallow pipe to be repaired, not the 20ft dig that I was initially told the project would require based on their detailed review. You are now asking me to pay $3,806.49 for a few hours work that did not happen. That is not acceptable nor ethical.
  F. Illegal Solicitation: Your service lead offered to arrange another company, one that his friend owned, at half the price if I would pay in cash, to complete the same service. I declined this offer. Please look into these unethical practices.
  G. Your service team, when performing the service, began digging at the wrong address. They started digging in a neighbor’s yard. I called the service lead twice to address this situation. Was the neighbor notified by your service team that your team had illegally performed unapproved work on someone else’s property? Are your workers bonded and do they have documented work permits?

  Business Response

  Date: 04/18/2023

  We are looking into this and are in contact with Mr. *****. 

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired John Moore back in November 2022 to replace my sewer line for my kitchen sink and washing machine. They took almost a month to replace, dig and patch the yard. They haven’t patch or pour the concrete for the sidewalks. They charge me the total of $9,676.51 through financing. In January 26 the bank release the fund to them. I already make payment to the bank. However until now they haven’t completed the final step the project (Pour and patch the concrete) I called and talked to them multiple times for the past months and it is now almost April 2023 and they haven’t completed it. I want to seek legal action to help me but I believe to reach out BBB first to see if BBB can help.
  
  The agent handle my case at John Moore is Alicia. Company Phone number (281) 517-**** The saleman handle my case at John Moore is Javier. Company phone number +1 (281) 384-**** I try to call the company to reach supervisor or someone in charge but no one have seem to care and they keep refer me back to Alicia and Javier. They keep saying they already scheduled the concrete this week. It been like this for 5-6 months already and I hope BBB can help me get them to finish what they promise. Either they can finish the concrete or pay me back part of it so I can hired someone to pour it because without the concrete it is a tripping hazard.
  In the picture I included is the 2 place they break to gain access and they supposed to patch it up.

  Business Response

  Date: 03/31/2023

  We have reached out to the customer to address the service request. 

  Customer Answer

  Date: 04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
    They finished the job. Thank you BBB very much.
  

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was In need to fix my kitchen sink. Called Jhon Moore. Came by fix the sink then informed me that I will need a hydro flush to the main pipe to flush all the Algea from the pipe.
  I have a water heater in the attic too. Concern about the heater. Was quoted a 4,000 dls gave a check for 1980.00 then I thought about it being too much money.
  The company had already cashed my check before even doing my service. I had canceled the heater service, just wan it the hydro flush.
  Still think I was robbed. The person in charged of doing the hydro flush came until 2:00 pm then the guy, didn’t even take 10!or 15 minutes to run the pressure hydro flush. There fore I believed, I didn’t need the service . I want the company to return some of the money.
  Abuse of service.
  Attentively
  Yolanda ** ******.

  Business Response

  Date: 02/22/2023

  The payment was submitted at the agreement of the contract,. We run the payment as a ACH which debits the account at that time. We received the notice of cancellation and submitted a refund request. We  have a refund in process for customers cancellation. Our refund process is 7-10 business days. 

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/12/2023-Tech from John Moore by the name of Jeremy ******* came to my home to give me a quote to repair SMOKE ALARM Which i thought was defected and making a ticking noise.Jeremy said all of the smoke alarms should be replaced because of the age of my home.i agreed to have the work done.After all of the smoke
  detectors were replaced the same problem was there.Later Jeremy ******* found the problem was coming from
  a different alarm.A battery was all the problem.Jeremy ******* asked me to sign the work order and a receipt would be sent to my email.No receipt was sent.Order was paid with master charge card.Because the work done did not repair my issue i would like a refund of 45 percent.

  Business Response

  Date: 02/22/2023

  We are looking into this and are speaking with the customer directly. 

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scope of work included cost of getting water heater up to code. Charged me an additional $1400+ above original cost for extra work they said was required to pass code.

  Business Response

  Date: 02/21/2023

  We are working with Mr. ***** to address the pending charges. 

  Customer Answer

  Date: 02/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invoice Number: ********* Invoice Date: 7/24/2022
  Amount: $16,086.70
  Billing Name: Ann ******** (Grandmother)
  
  John Moore company incorrectly installed a faulty AC unit that caused black mold all over my bathroom closet. The unit leaks water that is flowing downstairs, which was supposed to be fixed weeks ago. My mother, grandfather, and grandmother could suffer greatly since they each have compromised immune systems.
  They never call back or send help. I absolutely would've never used them had I known of their terrible service. Whenever I call, they hang up, leave me on hold, and never return calls. I need to get my money back and have a new system installed since this unit is a bad unit and incorrect installation that caused multiple new issues inside of our home. I will also need them to repair the walls in the bathroom closet the mold was caused by the faulty AC unit.

  Business Response

  Date: 09/09/2022

  We have reached out to Mr. Larry and are looking into this matter. 

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a a/c unit from John Moore on credit for 12,402.45 6-9-22 balance due on 6-9-23 account number ******** A couple of days later I noticed my spare bedroom closet was damp I immediately call the sales person who sold me the unit a couple of days later they sent a technician out he spent less than 3 minutes in the attic then came back and said the leak wasn’t coming from the a/c. I went away for two weeks on military duty before I left I set the unit temperature on 77 when I returned the closet was completely soaked I called another plumbing company to come out a trouble shot the issue after locating the problem I was informed the cause of the leak was the drain from the a/c was connected to a clogged drain. I contacted a rep from John Moore to inform them what I found out regarding the leak inside my house they would not come out to correct what they did or accept any responsibility to the leak I paid not only for the first tech to locate the cause of the leak but also to correct the incorrect installation they made all of this is documented plus other incorrect procedures with the installation of this unit

  Business Response

  Date: 08/24/2022

  Mr. ******

  
  

  I would like to investigate this claim further. Please provide us with the documentation from your plumbing contractor that completed the investigation.

  
  

  Thank you.

  Customer Answer

  Date: 09/15/2022

  Please see attached.