Complaints

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

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  Moore Water & Air

  241 N Hydraulic St Wichita, KS 67214-4217

  
• 

  Moore Water & Air

  611 E 7th St Hays, KS 67601-3910

  
• 

  Moore Water & Air

  15054 W 116th St Olathe, KS 66062-1000

  

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:06/21/2025

  Type:Sales and Advertising 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 am filing this complaint regarding deceptive sales practices and unauthorized financing related to a water softener system purchase. A sales representative from Moore Water visited our home and misrepresented both the product and the terms of the contract. We were told our home had extremely hard water and urgently needed a $10,000 water softener system. Concerned with the performance of the softener installation (slimby feeling water) we later contacted the Oklahoma NSU Extension Office and learned our water is not hard at all—confirming that the product was not necessary. At no point during the sales presentation did the representative mention Time Investment Company. We were under the impression that Moore Water was the financing company. I never knowingly sign any documents with them. The contract presented didn’t openly state they were a third party financer. We attempted to cancel the contract and have the system removed within the 90-day window we were told we had. Our request was ignored, and we were left with an overpriced and unnecessary system. Despite never knowingly entering into a financing agreement with Time Investment Company, they began drafting monthly payments from our account. When I contacted them, I was told they are a third-party financer and that nothing could be done. Moores representative used high pressure sales tactics and when asked to have time to discuss the purchase privately for a day or so we were told to get an installation discount we needed to sign then . "fraud in the inducement".
  They lied and made misrepresentations that induced us to enter into that contract.
  By saying we would receive free filter and maintence. We have contacted Moore several times and expressed our dissatisfaction and the misrepresentation .Additionally, we were explicitly told that there would be no hard inquiries on our credit, which turned out to be false. This has negatively impacted our credit score and added insult to injury.

  

  Business Response

  Date: 06/27/2025

  Thank you for bringing your concerns to our attention. At Moore Water & Air, we take all customer feedback seriously and are committed to transparency in our sales and service process.

  We want to clarify that our representatives conduct an in-home water test during each appointment, with results demonstrated directly to the homeowner. This process is designed to give customers a clear, real-time understanding of their water quality, with no hidden gimmicks or pre-set conclusions. These water test results were also confirmed on 06/24/2025 with our service manager when he provided a site visit to check on these concerns. 

  Regarding the financing of your system, our records indicate that all financing documents, including those with Time Investment Company, were reviewed and signed by you at the time of sale. We strive to ensure all terms are fully disclosed and understood before moving forward with any installation or agreement.

  That said, we sincerely regret if you feel the product or process did not meet your expectations. If you would like to further review the test results, contract terms, or discuss additional resolution options, we welcome the opportunity. Please feel free to contact our office directly at *************

• Initial Complaint

  Date:06/09/2025

  Type:Product 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.

  In May 2025, I financed a reverse osmosis water filtration system from Moore Water Treatment of Northwest Arkansas. The total cost was $2,409.13, financed through Time Investment Company under a 132-month loan with 17.99% interest. I did not pay anything up front; payments are auto-drafted from my bank account.
  
  Shortly after installation, I and other members of my household — including our pet — began experiencing stomach issues after drinking water from the system. I contacted Moore Water to inspect the system. They did not offer an appointment within a reasonable time. After I rescheduled, the earliest availability was again more than a week out. As of now, no technician has ever come to my home.
  
  The system has been unused since installation, and we have been forced to purchase bottled water. I contacted Moore Water again to return the unit and was told they will not take it back. I also contacted the lender to dispute the loan, explaining the situation and requesting cancellation. They acknowledged my concerns but said the loan must remain active.
  
  This is not simply buyer’s remorse. The product caused a health issue, has not been used, and has received no support from the seller. I no longer trust the product or the company and do not believe I should be forced to continue paying on a high-interest loan for a system I cannot use.
  
  I have filed complaints with the Consumer Financial Protection Bureau and the Arkansas Attorney General. I am now requesting BBB assistance in resolving this matter.

  

  Business Response

  Date: 06/14/2025

  Thank you for bringing your concerns to our attention, We understand the your frustration with the initial wait time for service, and we apologize if the scheduling did not meet expectations. Our team does its best to accommodate service requests as promptly as possible, and we are continuously working to improve our scheduling efficiency.

  We take your concerns very seriously and since being made aware of your concerns, we scheduled and completed a service appointment to inspect the unit. During our visit, our technician thoroughly checked the system and verified that it was installed correctly and operating as intended. Any issues that you reported were addressed during this service call.

  We regret that you experienced dissatisfaction and assure all our clients that we are committed to providing reliable products and responsive service. If there are any ongoing concerns, we invite you to contact our office directly so we can assist further.

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for the opportunity to respond, and I do appreciate the company’s attempt to address the issue.

  
  However, while the company claims in their response that the system was installed correctly and is operating as intended, recorded video from the technician’s visit directly contradicts this. Several issues were identified on-site  including concerns related to water quality, improper storage conditions, and overall system safety none of which align with the assurances made at the time of sale.

  
  I want to note that the technician who came out was polite, professional, and genuinely apologetic for what had occurred. He acknowledged the situation should have been handled much sooner and expressed understanding of our frustration. His attitude was appreciated  but it does not undo the impact of the company’s delayed response or the initial product issues.

  
  Out of concern for our health and our pet’s well-being, we sought care from both a medical provider and a veterinarian. The symptoms we were experiencing resolved only after we stopped using the system. This is not simply a matter of dissatisfaction  it is a matter of product safety and consumer trust.

  
  It is especially concerning that when a complaint was made involving potential health risks, there was no immediate action. It took the filing of multiple formal complaints for the company to send someone out  at which point the technician openly admitted the shop is only 15 minutes away. A situation involving health and safety should never require escalation to receive a prompt response.

  
  I was also told during the service visit that someone from the company would follow up with an offer or resolution for the inconvenience. As of today, no such follow-up has occurred.

  
  Given the financial burden, the health concerns, and the failure to follow through, I am formally requesting that the company:

  
  1. Cancel the loan/contract in full, or

  
  2. Provide written compensation sufficient to pay off the remaining balance, and 

  
  3. Remove the system from my home at no cost to me.

  
  I would prefer to resolve this matter directly and amicably. However, if necessary, I am prepared to share the supporting documentation and recordings with the appropriate channels for further review.
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:05/28/2025

  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.

  They damaged my cabinet and the door will not close all way. Additionally, they destroyed the roll out tray.
  
  They showed up twice. Yearly replacement of the RO system and the 2 other filters. By doing so water started to leak all over my cabinet and the roll out. I furnished the tech with towels to wipe the water. Tech said without reservoir replacement the system will not function properly and could block the filters. They replaced the reservoir and the water really started leaking. A bath towel was furnished to wipe up all the water.

  

  Business Response

  Date: 06/06/2025

  Thank you for providing us with this information *** ******* Our service Department will be reaching out to you to resolve this matter. If you need anything else please feel free to reach out to the office manager ****** at ************. 

  

  Business Response

  Date: 06/27/2025

  Hello, the contractor has been approved for repairs. I have reached out to him to get an update for the repairs. If you have any questions regarding your repairs please contact our office at ************. Thank you!

  Customer Answer

  Date: 07/07/2025

  
  
  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

  Date:05/06/2025

  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.

  In February of 2024, my housemate and I signed up for a water testing from Moore through a booth at ******. They contacted us to come set up the water testing, and the salesman was very thorough and convincing. When he was discussing price, we asked him multiple times how much the final price would be, and he continued to only speak to us in terms of the monthly payment. He never verbally disclosed that we were going to be taking out a loan; we assumed it was being financed by the business and we were making our payments directly to them. Like other complaints I’ve read here, the interest rate was not discussed and we did not know that the interest would compound. Because the salesman discussed the loan only in monthly payments, they knew exactly what we could afford to pay, and that we would not be able to afford to pay the loan down early to avoid interest. The biggest issue I have with the whole thing is that on the day we agreed to purchase the system, we e-signed some documents, but the actual loan financing document was not signed by the both of us. My housemate was the only one home when the system was installed, and the tech told her that she was signing the document that stated they had completed the instal and that it was okay to sign on my behalf. When I got home from work, I saw that the copies we were left with were actually the documents detailing the loan terms, including the interest rate which neither of us were aware of. We are reaching out now because we recently found out two issues: 1) we apparently still have .25 ppm ammonia and 5ppm nitrate in our reverse osmosis water, and 2) the loan is showing up on our credit reports as a credit card, so both of us appear to be $10000 more in debt than we actually are, and it’s hurting our credit scores on top of feeling like we got scammed. We just don’t know where to go from here.

  

  Business Response

  Date: 05/22/2025

  Thank you for bringing this matter to our attention.

  We take customer concerns seriously and want to provide clarification regarding your purchase, installation, and system performance.
  On February 5, 2024, both you and your housemate signed a purchase agreement for a Moore Water system. The contract clearly outlined the full purchase price of $9,990, a fixed interest rate of 13.99%, and a monthly payment of $138.86. This information was presented in writing and agreed to by both you and your housemate. To process the financing, both parties also provided the necessary personal and financial information, including Social Security numbers, employment, income, and housing details, something only gathered with consent and full understanding that a credit application was being submitted.

  A Notice of Cancellation was also included with the contract materials, providing until midnight on February 8, 2024, to cancel. While this form was not signed or submitted, its presence in the paperwork confirms that the option to cancel was provided.

  As for the installation, the documents signed by your housemate were completion forms, confirming that the system was installed and functioning properly. These are not financing documents and do not authorize or bind the signer to any loan terms. It is standard procedure for the person present at installation to sign these completion forms, and if your housemate was home, our installer would have requested her signature to confirm the system was installed and operational.

  Regarding the water quality concern, our systems are designed to remove or significantly reduce ammonia and nitrates. If your reverse osmosis system shows .25 ppm ammonia and 5 ppm nitrate, that is not typical and should not be occurring. We would appreciate the opportunity to review your test results and schedule a technician to visit your home, retest the water, and inspect the system for any issues. If filters or components need replacement or adjustment, we are happy to take care of that.

  Lastly, please note that the way the loan appears on your credit report, as a revolving account, is determined by the lender, not by Moore Water & Air. While this can affect credit utilization, it also offers flexibility in repayment and potential promotional interest benefits, depending on payment behavior. If a closed in loan is something you would like to consider, we are more than happy to try and accommodate that.
  We are committed to transparency and customer satisfaction, and we would welcome the chance to resolve any outstanding concerns. Please contact our customer care team at ************ so we can assist you further.

  Customer Answer

  Date: 05/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The information you have provided regarding the documents signed by myself and my housemate is categorically false. We have in our possession a copy of the paper financing contract, which was signed only by my housemate at the time of installation. The “signature” for myself was not signed by me; it was signed only by my roommate who, at the direction of a Moore Water and Air technician, forged my signature because she was lied to and told she was signing only for install. “My” signature on that document does not match the signature on my license, it was not witnessed by a third party, nor was it notarized. Furthermore, I am a licensed notary public in the state of Missouri; my signature can be found on multiple documents which have been recorded in Greene county, and “my” signature on the financing contract also will not match any of those. The only documents that I knowingly signed were done by e-signature on the day the rep came to do the demonstration, and I actually do not have copies of those, though I would like them. 
  

  I stand by the statement in my initial complaint that the representative did not inform us what we were getting ourselves into. We were naive and I wish we would have realized that the information we were providing would be for financing, but that was not common sense to us, and it was not disclosed by the sales rep, who again, only talked to us in terms of monthly payments and the grand total. We didn’t know there would be interest; we thought we would only be paying down the original total in monthly installments, and that our information we were providing was being used for a credit check to allow us to make those monthly payments to Moore Water. 

  The contract that I did not personally sign also stated that we aren’t allowed to hold Moore Water and Air accountable for anything at all that the rep said out loud while trying to sell us this water system, which tells me that the company is very much aware of their predatory practices and has taken precautions to cover themselves legally instead of being transparent with their consumers.

  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 05/29/2025

  Thank you again for your response. 

  We understand your frustration and want to clarify a few points while continuing to work toward a fair resolution.

  The financing documents currently on file reflect two signatures and were submitted as part of the completed application that allowed the installation to proceed. These documents were accepted by the lender, the system was installed, and the loan has been active for over a year without any prior dispute or concern raised to our office during that time. We respect that you now have questions, and we are willing to work with you to address those, but we do rely on the information and agreements provided at the time of installation.

  If you have reason to believe there is a discrepancy with the documents, the appropriate path for that concern would be through the lender directly, as the financing is not handled or processed by Moore Water & Air. We are not legally authorized to alter or rescind financing agreements once they are submitted and funded. 

  We do want to make clear that any statement made by a representative regarding the product, installation, or financing does not override the terms of the signed Moore Water & Air
  agreement, which outlines the full purchase price, monthly payment, interest rate, and your right to cancel—highlighted on the form itself and presented days before installation occurred. Our intention is never to mislead, and we aim to maintain a transparent process from start to finish.

  As for your system, if you have concerns about its performance, we’re more than willing to send a technician to inspect, test, and confirm that it is operating as it should. We want every customer to feel confident in both the product and the service they received.

• Initial Complaint

  Date:04/23/2025

  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.

  We purchased a water and air system through Moore Water with a special promotional interest rate of 1.4% instead of the standard 13.99%. It has recently come to my attention that we have not been getting billed accordingly with the 1.4%. Moore Water is refusing to make any changes and says that there is nothing that they can do. The front page of our contract states 13.99% APR @ 1.4 promo.

  

  Business Response

  Date: 04/29/2025

  Dear *** ******** 
  
  We have had our sales manager reach out to you to clarify your concerns. As explained during that conversation the 13.99 APR is the interest rate, and the 1.4 Promo is the payment factor that determines the monthly payment. Additionally I have attached the financial documents that were signed at the time of sale. The documents do reflect the discussed APR. After reviewing please let us know if there is anything else we can assist you with. Thank you!
  
  

  Customer Answer

  Date: 04/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have clearly stated what resolution needs to happen and the steps that led to this point. ***** point blank told us that 1.4 was a promotional rate and with it being written the way it is on the front page of the contract it sure seems to be displayed that way. I do not understand why it is okay for a salesperson to blatantly lie about a very big difference in total cost(interest) and then proceed to write it the way she did on the front page that still leads us to believe that it is then written into the contract and a valid document. Even if it is a calculation you use, the numbers do not add up. We referred more business to ***** of Moore Water when she was at our house and you had another install because of this. It is extremely disappointing to have this be the way customer service handles this after not only being a customer but providing more customers to Moore Water. 
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 05/16/2025

  Hello, We understand your concern and have reached out to explain the contract. I have also attached all signed legal documentation.  

  The 1.4 payment factor is used to calculate the payments you will pay on the loan, The sale price is $10,190. 1.4% of $10,190 is 142.66. Your monthly payment was set at $143. You can also reference this on the second page scanned in which is your loan agreement. On this page it states APR is 13.99% and breaks down those monthly payments and total sales price. 

  We apologize that you feel disappointed, as we value your business. Please let us know if there is any other information we can provide you with regarding this matter. 

  Thank you, 

• Initial Complaint

  Date:04/07/2025

  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.

  We bought the Moore Water Eco System in January of 2022. It was presented to us, as a large but beneficial purchase with no extra. NO EXTRAS. The seller told us there wouldn’t be interest, no other fees for any servicing, filters and that through another company we would have essentially a lifetime of laundry soap, cleaning supplies etc. None of this is true, we pay interest, pay for filters and someone to come out and install them, ran out of points with the second company after two purchases and with their air filter, are now having to buy air filters. It has NOT been worth it in the slightest.

  

  Business Response

  Date: 04/22/2025

  Dear Mrs. Darpoh, 
  
  Our office is having trouble locating an account for you, as well as the number listed being disconnected. We would love to assist you with these concerns . Please contact our office ************* 
  
  Thank you! 

  Customer Answer

  Date: 05/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You attempted to call my wife and left a message once, not multiple times. I have no missed voicemails from you on my phone. I called back the representative within 48 business hours. I talked with the representative who was going to call me the following day, I believe that would’ve been Tuesday or Wednesday of this previous week and I have not heard anything back. The representative tried to offer something but it wasn’t even meeting me anywhere close to halfway, not even 1/4 of the way. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 05/19/2025

  Hello, I apologize if there has been a lack of communication. I personally have called multiple times so I am afraid I may have been calling the wrong number if you have not received any of those calls. Could you please reach out to our office and ask for Kaylee at ************* 

  To address your concerns, I have attached your sales contract where it states the interest rate. As well as the signed legal documents that also state the interest rate that you agreed to at the time of sale. 
  
  The second concern stated was about the soaps package. As previously explained the Family Soaps Package is gifted when purchasing a refiner. I show that you received the initial whole home conversion soaps package on the day of installation 10/11/2022. I also show that your account was set up with the email ********************** The account was loaded with the 8000 points that were included in your purchase of the refiner. You are free to use those points to order additional product to you liking. 

  Lastly your concern on service and maintenance cost, you receive your first filters at the time of install for no additional cost along with four bags of salt. This takes care of your first year of maintenance. Along with that we do provide a one year service warranty should you need any service in your first year of installation it would be at no cost. Following that there is a cost to service and filters. We apologize if this comes as a shock to you this year as you have already previously paid for this service on 10/17/2023 when maintenance was first due. We can assist with payments on the annual cost if you would like to do a split payment on service instead of paying it all at once. 

  If there is anything else I can help you with please reach out to me at ************* 

  Thank you! 

• Initial Complaint

  Date:02/22/2025

  Type:Customer Service 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.

  We had the worst experience with this company. The sales man told us he got us a great loan but never told us it was interest compounding. When the company said they would fix the problem and get back with me they wouldn't. They causes damage to my home with their horrible electric company. We have tried to reach out I can't get anyone to return my calls. Just horrible customer service

  

  Business Response

  Date: 02/24/2025

  Dear **** ****** 
  

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you've faced. First and foremost, we would like to clarify any misunderstandings regarding the loan. Our sales representatives are trained to explain all terms clearly, and we regret if this wasn’t communicated properly. We would be happy to review your loan details and provide all loan documentation you were presented with at the date of sale. 
  
  Additionally, I have reviewed your account and found that the electrical company was contacted due to being unaware that your garage was wired to be controlled by a light switch, When the electrical company was contacted, they have confirmed that they resolved the issue within the week and have not received any further communication from you on this matter. 
  
  We value your feedback and have reached out to follow up with you to resolve this matter to your satisfaction, please reach back out to our office at ************ and ask for Kaylee. 
  
  Thank you! 
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  We bought a Moore Water Treatment System on January 21, 2025.
  The salesman told us we had 30
  days to use the system and see if it works for us. Our dishes do not come clean in the dishwasher, we don it like the system and would like to get out of the contract. The contract only gives you three days to cancel. Is there anything way we can cancel the plan?

  

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to respond to the complaint regarding ****** ******* Moore Water Treatment System.
  
  *** ***** purchased the system on January 14, 2025, and installed on January 21st, 2025, four days after the cancellation period ended. During the sales process, she was informed of the contract terms, including the three-day cancellation period, which is clearly outlined in the agreement. While we encourage customers to experience the benefits of the system, cancellation beyond this period is not possible once installation has been completed and financing has been funded.
  
  After *** ***** reached out with concerns, I spoke with her directly and explained that since the system had been installed and the bank had already funded her loan, cancellation was not an option. She acknowledged and understood this. To ensure her satisfaction, we have scheduled a visit to inspect the system and verify that it is functioning as promised.
  
  Moore Water is committed to delivering high-quality water treatment solutions and excellent customer service. We are happy to address any performance concerns and ensure the system is operating optimally. Please let us know if further clarification is needed.
  
  Sincerely,
  
  Moore Water & Air

• Initial Complaint

  Date:01/24/2025

  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.

  Bought a system from them 2 years ago. Recently had a home built and hired Moore to come out and move the equipment to the new house. They first did an incomplete uninstall from the first house, leaving the system still connected to the fridge they were notified was staying with the house. When they arrived at our new construction home we showed them where the builder had designed a place for the water softener. We were advised the system could not go there and they came up with a plan to put it somewhere else in the home and told us that was the only place to put it so we agreed, assuming they knew what they were talking about. After several hours and damage was done to our new home, they finished the job. A few days later we had a plumber out to look at something who advised us the water softener should have been placed where we originally directed them to put it and said "it's an easy 15 minute job." He also advised us because of the way Moore hooked up the system our home warranty was voided. So we called Moore back asking them to correct it. 3 weeks later someone comes to our home and assesses what was done, he tells us he cannot move it because he was told he just needed to "come look" but would discuss our situation with the upper management. 2 days later management calls us and tells us it is our fault that we assumed they knew what they were doing and they will only give us a small refund of what we paid for the whole job.

  

  Business Response

  Date: 02/07/2025

  Dear **** ******
  
  Thank you for bringing your concerns to our attention. We genuinely value all feedback, as it allows us to improve our products and services and ensure that we meet our customers’ expectations. We sincerely regret that your experience with our system has not met the high standards we strive to provide. We have had our service manager reach out, and a follow up service call has been completed to resolve this matter. Should you need anything else please reach out to our office manager ****** at ************. Thank you!

  Customer Answer

  Date: 02/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they contacted me for more information and have not gotten back with us since. I do not feel they have made it right.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 02/24/2025

  Dear **** ****** our general manager had been in contact with you regarding this concern. We have provided a full refund. We apologize for the inconvenience you have faced during this experience and appreciate your feedback and patience while resolving this matter.  

  Customer Answer

  Date: 02/25/2025

  
  
  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

  Date:01/23/2025

  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.

  Moore Water and Air contacted me, and I agreed to have a free consult and water test at my home. A salesman came out on 11/26 tested our water and we agreed to have a Water Softener/Filter and reverse Osmosis system installed. Was told it would be a 2 hour install. Original date of install rescheduled due to Tech being 2 hours late. 12/9/2024 they install equipment. Helped fish line to fridge to avoid holes being cut in basement ceiling told tech line was run and all he needed to do was finish the hook up at fridge. 4-1/2 hours into install I had to leave. 5hrs into install, wife had to leave, tech was just wrapping up. Tech had my wife sign off on install 7 feet away from fridge still pulled out. Wife and Tech left. When I arrived I went inside, the fridge was still pulled out. I thought maybe he couldn't get it slid back in since was a tight fit. Walked around island to discover fridge was never hooked up and water was running. Water all over the floor. Turned off water. Water pouring out of my basement ceiling can lights. Called MW&A, tech came back approx. 20 mins later. He hooked fridge up and left. No offer to help clean up or anything. Numerous phone calls and just got bounced around no one knew anything or could give me any answers. On 12/12 talked to NE Regional SM and found out they were going to cover it via insurance. $20K in damages turned into insurance 1/22 awaiting response. Since install I have told MW&A, I wanted the equipment out of my house and my money back. Paid $10.7K notified 1/23 no discount or refund on equipment. Area Manager came out to verify install. Supervisor said tech was new and apparently needed more training. Had 3rd party inspection done. Install not done correctly, MW&A used too small of lines/fittings causing a reduction in flow and pressure. Now can only run one maybe two fixtures before water barely trickles out. Never had any issues before. I could have bought and installed equipment for 1/3rd of the $ and been better off.

  

  Business Response

  Date: 02/05/2025

  Thank you for your follow-up regarding your concerns. While we regret that you feel dissatisfied with your experience, we have had our assistant general manager and regional manager contact you to come to a resolution. We are willing to come out and address and concerns and resolve this matter. If you would like to schedule an appointment, please reach out to the office manager ****** at ************* 

  

  Business Response

  Date: 02/19/2025

  Dear *** *******, we have reviewed the documents attached and have followed up with you on this concern. We do apologize for the inconvenience this has been, and we appreciate you bearing with us through this process. As stated before this matter has been turned over to insurance. The insurance company will be handling the claim going forward. I assure you; you will be in good hands through that process. Should you need anything else please reach out to our office manager ****** at ************. Thank you!

  Customer Answer

  Date: 03/03/2025

  I do not know what to do with this complaint at this time. While Moore Water and Air has turned the damage over to their insurance company, and that company has thus far been ok to work with, in getting the damages repaired. The issue still stands that I have a large bill owed for services provided by MW&A and there has been no attempt by the company to make it right. They are at this point just saying that it has been turned over to insurance. I had to have everything that MW&A do to my house completely redone because they cut corners and caused additional issues with my house. I have turned over this cost to the insurance company but do not know at this point if they will cover it. The indication i am getting is that they will not as this is not directly due to the water damage claim. Could someone from the BBB please contact me so i can discuss further to see if there is any further actions i can take with the BBB. This mater is not sufficiently resolved and i am currently waiting to hear back from the insurance.