ComplaintsforMoore Water & Air

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A salesperson came to our house and stayed for 4 hours doing a water test demonstration. He boasted about the benefits of the water system and was very convincing. Once we had the system installed, the service tech told us a different story about the limitations of the water usage. Such as it being unfit for drinking, animal usage, and for watering plants or grass. There is no way to return this system and the company participated in a bait and switch sales pitch. Purchasing the water systems does not come with any sort of literature such as an owners manual or other information. Unable to submit a return to the company. Stuck with this faulty product.

  

  Business response

  11/13/2024

  Thank you for sharing your thoughts with us. We strive for clarity and satisfaction with all our customers and regret any misunderstanding about the system’s capabilities.
  

  To clarify, the water refiner you purchased is indeed suitable for drinking, as well as safe for animals, plants, and general household use. Our refiners are designed to provide high-quality, purified water throughout the home, and we test rigorously to ensure they meet or exceed standards for safe usage.
  
  We apologize if any part of the initial or follow-up communication left you feeling uncertain about the system’s capabilities. As for the product information, all systems include comprehensive owner’s manuals, and we’re more than happy to provide additional literature or support as needed.
  
  Since your satisfaction is our top priority, we have also reached out directly to offer solutions and discuss any remaining concerns.
  Thank you again for your feedback; we are committed to making this right and ensuring you have the best experience with Moore Water.

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Moore Water and Air will not stop calling me , they have multiple numbers out of Belton MO and it is making my life crazy I try to block them but the numbers never stop calling. Please have ***** ** ****** from the company call me. ***** ***** *** *** ****

  

  Business response

  08/02/2024

  We have resolved this issue and have removed you from the contact list. We apologize for the inconvenience. Thank you! 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a (refurbished) water softener with Moore in July 2022. Everything was installed and as far as I was aware, no issues. I was told the water should fill the tank about halfway (approx 1.5-2 foot high). Water level stayed very high, closer to the top. I was not aware this is not how the appliance is supposed to function. April 2024 the water started overflowing when I added salt. Had a technician come out and tell me a new tank was needed as mine was cracked. He left and said I would get a call when the new tank was in and they were ready to schedule the installation. Several weeks later, I get an automated text on a Friday evening confirming my appointment for that Saturday morning. I called to ask if that was a mistake, but they informed me they went ahead and scheduled the installation. I was able to be home for the appointment and the technician was unable to get the tank in. He asked how long I had been having the issue and I explained everything from the date of installation. He told me that the tank likely never worked. Several business days later, I still had no contact as to when the tank would be installed (it was sitting in my basement in a box while the softener was shut off). I called to ask for a refund, as the purpose I had for buying the tank was for less stress on appliances (something they told me during the sale). Each day I called, I was told I’d get a call back that day. That never happened until approximately 6 weeks later. I called daily or every other day to get information or answers or help, and they offered to install a new system. I explained that due to my issues getting ahold of them and lack of communication I was not interested. During one conversation with a manager, I explained that I was told the system never worked. He looked into my notes to see which tech told me that and told me this man “was blown up overseas, so you can’t always trust what he says.” I spent $4331.53 for an appliance that still does not work.

  

  Business response

  07/17/2024

  Moore Water Treatment has attempted to contact Mrs. ****** multiple times regarding the Concerns. The following dates we have attempted to contact are 5/09/2024, 05/13/2024 and 05/18/2024 via phone and text messaging. We had a scheduled appointment for 06/07/2024 that was missed by Mrs. ******. Again, we attempted contact on 6/13/2024, 6/18/2024 and 6/24/2024. on 6/27/2024 management followed up on the concerns again and set another appointment for 07/05/2024 which was then cancelled and service declined on site by Mrs. ******. Again, Moore Water Treatment has agreed to solve this matter at no cost to customer as it is under warranty and provide lab testing to ensure equipment is functioning properly. Please reach out to the office and speak with ****** for scheduling to resolve this matter at your convenience. Thank you!

  

  Business response

  07/18/2024

  As we previously stated, we have made multiple attempts to contact to repair your equipment. We did have a slight delay in our response to you once you refused the free service and demanded that your system be removed and your money refunded. As you have owned your equipment for 2+ years and never having called us with these issues, this was something that had to be discussed with upper management. After upper management was able to review this, we did promptly respond to you with the answer that unfortunately we would not be able to return your system, but we would be able to come out at no charge and make sure the system was functioning as it was advertised to perform. 

  We are still willing to come to your home and repair this system at no charge, if you are willing to allow us to. 

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: when I was able to get in contact with Blake, I expressed my frustration with having a hard time getting any sort of response from the company. He asked if the number I was calling from was the best number to reach me at, to which I agreed. He said my cell phone number aloud, which I confirmed, and told me that at the end of the conversation he would text me his direct line for quicker and easier communication. He explained that he had tried to call me more than once and had left several messages for me. I asked if he was calling this (the phone I was on) phone number, and he said yes. I told him I had been calling daily and never got a call back. He then explained that he has to use a special app when he makes calls so that they are recorded and each time he called, my phone did not ring but went directly to voicemail. I found this strange because my phone is almost never off, but understandable as I know cell phone service is not always perfect. I told him it was strange I never got his voicemails. He said that sometimes the app “makes it weird,” but maybe he never actually got through to my number. After hanging up on this call, he never sent his direct line. A few weeks later when I was able to get in contact with him again, he informed me that he did not in fact have a direct line.
  

  I have received a response more than once that you are unable to come fix a problem you are not aware of. I agree. As mentioned in prior messages, I was misinformed at the installation as to how the system was supposed to be functioning. The reason I figured out it was not functioning was due to myself telling a family friend about the issue and them encouraging me to call to report it, as it was incorrect.
  

  Due to the difficulty in obtaining responses, the denial of issues, and misleading information I have been given, I do not want a new system, as a new system will not change any of these facts. The purpose of me buying the system was to ease the stress on appliances. At this point, my appliances have been running for over two years without any assistance from my water softener. This is not a conclusion I came up with on my own, but was told my system had not worked since installation by one of the technicians who came to my house to work on the system. I have been told that this technician probably didn’t mean what he said, but again, and receiving conflicting information from within the company and have no understanding of what I am supposed to believe.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a water softening system for my home with a reverse osmosis water filter. They installed everything correctly. I did not have any issues. I had an issue with the reverse osmosis water filter and when I purchased the system, I was told that I get free callouts for a year with anything related to the system, the technician repaired the problem. I then received a bill in the mail for $115. I’ve attempted to contact the company several times and speak with supervision and have never been able to or receive any type of call back. I received a letter in the mail today 5 to 2024 stating that they are going to take the $115 to collections this company has been nothing but a headache since I’ve used the “free callouts” I think they have a very shady business practice and they do not stand behind their product or stand by their word. Thank you for your time.

  

  Business response

  05/03/2024

  Hello, I apologize for this frustration I have reviewed your account and see that you did call within the first year of service which was explained during the call that if you were to have an issue related to install or water filtration malfunction, we would not charge any service fee, but if unrelated there would be a service charge plus any parts used. It does seem that there was an unrelated issue being that there was water dripping around your sink due to it not being sealed properly resulting in service to get water filtration back functioning. Please reach out if you have any further questions, I would love to help you. Ask for ****** at ************* 

  Customer response

  05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** ********

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a water softener system and RO from Moore December 11, 2023 and they did the install. We began to have rotten egg smell from our water within a week and complained to Moore. A technician came out and claimed it was from the short flexible pipe under the sinks that the water source travels through to the faucets even though the odor was coming from clothes washer, toilets, showers, dish washer, refrig ice maker and all sinks. The RO water had a fishy taste and they purged the reservoir tank twice with no improvement. I was asked to do another purge after they left then taste it. Results were the same. We have had a tech out to service the units to attempt correction of this ongoing problem with no improvement. The water always test where it is softer but still smells and tastes of rotten eggs. I have repeatedly purged the RO with no improvement in taste. The last tech appointment was to be today between 1-2 pm today 3/25/2024 which they were a no show after being made to wait for approx. 3 weeks for service. We need this corrected or remove both softener and RO.

  

  Business response

  04/08/2024

  Thank you for the feedback. The lack of promptness in scheduling has been addressed with our team, and you should have no further issues in the future. I believe that the concerns with your system have been address as it was a city water issue. Let us know if there is anything we can do to assist you further. We appreciate your business. Thank you. 

  Customer response

  04/11/2024

   
  ********** ********
  
  I am rejecting this response because: The city did test its water and provided myself and tech the opportunity to sample and smell the water that was taken from their meter connection. It continues to be a problem with our condo water to shower, sinks, washer, dishwasher and ice maker. The tech did resolve the bad taste at the RO but the rotten egg smell and taste of the water elsewhere has not been resolved. I am contacting a plumber to see other options. This rotten egg smell did not start until the softener was installed. I am keeping this complaint open until this odor/taste problem is resolved to our satisfaction.
  
  ********** ***** *****

  

  Business response

  04/12/2024

  Hello ****** * am sorry you are experiencing this issue. I am reaching out to you to schedule our service manager to come out and assist with this issue. Thank you!  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a part of purchasing a new dishwasher for our house, we received a complimentary water test. We recently purchased our house and we knew the water wasn't great, so we took the opportunity to have the test done. The gentlemen showed up on time and was very friendly. My complaint is about the openness. We decided to go ahead and purchase the system. Because I work in healthcare, they had an offer to push back the first payment an extra thirty days (60 to 90 days out). I asked if it was interest free, and I was promptly told that it wasn't. We declined that offer. As we were filling out the paperwork, I noticed it stated the interest rate was 13.99%. I asked him to verify the amount and he stated that it indeed is 13.99%. WOW! I figured it would help our family, so we'll go ahead and get it and pay it off early. We received our first bill in the mail for approximately $155 for the first month. Next month, same thing, bill comes for approximately $155. In looking at the bill, I noticed that interest paid was on there and it was approximately $140. $140 in interest on $155 bill!? What is going on?! The 13.99% interest is DAILY, not monthly. This would've been an entirely different conversation had my husband and I known this at the time of purchase. Would we still have purchased it? Maybe, maybe not. 13.99% daily interest is just ripping people off. I went back and looked at the paperwork that was left with us that we signed. I could not find where it stated the interest would be applied daily instead of monthly. So, after making the first payment of approximately $155, only about $15 went to the actual loan and the rest went to interest. I'm disappointed in myself for not asking and just assuming, but the company should be straight forward with something like this as well.

  

  Business response

  04/02/2024

  Hello, we are in contact with ****** to discuss different loan options. We are waiting to hear back from the customer on these options. Thank you. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 08, 2023 I had ***** Water and Air install an AO Smith water softener and an AO Smith R.O. system. The installer was ***** ****** from *****. I went to check the system and found a water leak at one of their fittings and also the R.O. system only had a trickle of water came out of the faucet. I called the salesman from ***** who is ***** ***** and told him what the problem was and he stated to call ***** which I did the next morning. ******* from ***** answered the phone and I explained the issues that I was having. ****** ******* from ***** came on March 09 and fixed the leak and the issue with the R.O system was that the valve was not opened up on the hold tank. This was the first issue that I had. The second issue was that on Sunday Aug. 06 I texted ***** *****, the salesman from ***** that I was out salt in the water softener. When ***** ***** sold us the system ***** stated that we would only use 4 to 5 bags of salt in a year. I purchased a bag of salt and ***** brought us 2 bags of salt. On Sept. 21, I texted ***** that we were out of salt again. ***** replied that he would check with **** in the morning and see what might be going on. On Monday Sept. 25 at 6:12pm I texted ***** that I hadn’t heard from him or anyone from ***** about why I was going through so much salt. I texted him and stated that I would call ***** in the morning and let them know that I am not very happy with the service. On Sept. 26, I contacted ***** and said that I was going through 3 bags of salt and asked them to send out more salt. ******* said they would charge $30 delivery fee. ***** sent out ******* on Sept. 28th and he stated that the softener was programmed to regen every night and was set up for filter system. ******* set it up to regen every 12 days. On Dec. 26 I called ***** and told ******* that I was going through 1 1/2 bags a month. **** came on the 28th and set it to regen on gallons. I asked ******* 2 times to have the service manager call me. No call yet.

  

  Business response

  01/29/2024

  Hello *******, Thank you for reaching out I apologize for this inconvenience. I have reached out to schedule you for a delivery of four bags of salt at no charge. We consider this resolved, Should you need anything else please feel free to reach out to me at ************ Thank you, 

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I********** and find that this resolution is satisfactory to me.
   
  Sincerely,
  ******* *******

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st scheduled install date, no call no show. 2nd date the water softener is installed, it does not work. Call to notify the company "hey this has an error code and doesn't work" 1 day later. Tech shows up 100% unannounced and says yep it's broke. A few days later another tech shows up 100% unannounced oh hey I'm here to fix it. NO I can't have the water off right now, you didn't even call. At this point we say you know what never mind just come pick up the unit it doesn't work any way. They refuse, we havent signed their paperwork so They send the salesman back out...again...100% surprise visit to badger and borderline harass me into signing the papers when my husband is not home. I refuse and reiterate this has all been horrible we just want to return the product at this point. They once again claim that's impossible. Which is clearly a lie. What's the deal here? We haven't asked for any kind of zero fee situation, fair is fair. But this company has been an absolute nightmare to deal with Completely ************** as described and the *** ******** ****** product doesn't even work and never did!! Completely appalling, *** ********* ******* ** *** ***** ********** the only reason you have an "A" rating, is because you bought it. Absolute worst.

  

  Business response

  05/19/2023

  On 3/20/23 Mr. and Mrs. ******* decided to purchase a whole home water filtration system and the installation date was scheduled for 3/30/23 between 9am -12pm. The system was installed successfully on this date. Then on 4/3/23 the customer called in and said that they would like their water checked so we scheduled a service appointment for 4/4/23. When the technician was at the appointment the water was tested and it tested at 0 grains of hardness. This indicated that the system was working properly but while the technician was on site, he noticed that there was water in the salt tank. Upon further investigation, it was determined that there was an O-ring that may have been pinched and needed to be replaced. A new service ticket was scheduled for the following day to install a new O-ring. On the day of the appointment Mrs. ******* called the office to reschedule it for 4/7/23.  Then again, on 4/7/23 Mrs. ******* called in and left us a message to reschedule because she wanted Mr. ******* to be present. We attempted to reach her on 4/10/23, 4/11/23 and 4/12/23 leaving voicemails each time we called. We had a tech in the area on 4/12/23 and even tried to reset in person since we were unable to reach her by phone. The sales manager and ********* had multiple conversations that they wanted the unit removed. However, they were well past their right to cancel date at this point and the sales manager had informed the customer of this each time they spoke. We have already invested a substantial amount of money to get this unit installed by our plumbers. Additionally, if we did remove it we would have a used piece of equipment. We have several different options for the *********. Please call the office and ask for Hillary if you would like to resolve the situation.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ***********************. I scheduled an appointment, fully believing a water expert would come out, test my water and inform me of my options. Instead, we listened to a 2 hour sales pitch. When I repeatedly asked how much the system is - I got a run-around and an "only $***/month until its paid off" answer. Only when I was clear that I needed to know how much if we were going to continue did he write down the over $** price tag. We did end up signing up for it because we weren't sure what the other options were yet and there was a lot of pressure to sign up (benefits only that night etc.). We decided to cancel on the third day after signing up, per the contract that was the last day to do so. When I informed my salesmen that I'd like to cancel - he ignored my messages rather than confirming how to cancel. Luckily, I had read the contract and knew to sign it and return it that day by midnight if I wanted to cancel. When I was there returning the signed cancellation - I sent him a photo of it and he finally replied, saying "Got it. Let me know when you guys are ready to have clean water" - This business is *************** and is scamming people out of a lot of money through sales tactics and non-answers to how much they will be spending. They are lying to their consumers and it is disturbing they are rated "A" on here. That is a joke! The product they sell is good but that is as far as I can go with that. You can buy similarly great products for significantly less AND not be scammed by ***** salesmen in the process.

  

  Business response

  12/01/2022

  Business Response /* (1000, 8, 2022/10/18) */ Dear Jan, We are sorry to hear how you felt about your experience with our company. We have been in business for over 40 years and installed thousands of water filtration systems for many happy customers. Our company is not a scam and we do provide a premium product with phenomenal warranties. There are cheaper systems out there but we made a decision a long time ago to apologize one time for the price of our equipment instead of for the rest of your life for the quality. When you get a system from Moore Water Treatment, not only do you get a phenomenal product but you get incredible service and that is why we have an "A" rating with the better business bureau. Furthermore, the sales rep that was at your home has worked with us for 4 years and is a very reputable and honest individual. Our records do show that your order has been cancelled and a system was never installed. Again, we are very sorry for your experience should you need anything further please call us.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a salesman come to the house after entering to win a drawing at the fair ********. He put on a good sells pitch that was more then a little deceiving and under pressure to loose this great deal we signed up for a whole house water system that night. A few weeks later they showed up to install the system. After several holes where cut in my ceiling they tapped a line and installed the unit. After they left I looked up the unit I was getting a great deal on at ** and seen it sells for ****. Well I've been had but ok my fault. They where supposed to come back and fix the holes later on the 3rd trip out each of which I had to take off work to let them in a new guy came and again couldn't fix the holes but asked how the system was performing. I said I can't tell a difference. He tested the water and it was hard still. Went and looked and system was hooked up wrong. Said they would be out next week to fix. They have been back 4 times supposed to be back 7 but had 3 no call no show all of which I took off for. 6 months into buying this it's still not properly installed but I have been making payments paying intrest and missing work the whole time. I want the system removed and a full refund plus intrest. This is ridiculous and the worst customer experience I have ever had.

  

  Business response

  09/19/2022

  Business Response /* (1000, 8, 2022/09/01) */ We have successfully removed the refiner and the reverse osmosis from the ********* residence on 8/29/22. The loan has also been cancelled. We consider this matter to be solved and no further attention is needed. Thank you.

*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. ↩