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

  
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  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:05/04/2023

  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.

  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

  Date: 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

  Date:10/04/2022

  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 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

  Date: 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

  Date:08/16/2022

  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.

  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

  Date: 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.