Complaints

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:22/07/2025

  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.

   
  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 at this point in time. The service man, ******, said there is only one other thing to try if this does not work, but as long as this works, I am satisfied to that extent. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 24/07/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience and frustration you experienced during this process.
  Were pleased to let you know that on July 23rd, we addressed the issue with your equipment and replaced the units control board. The unit is now performing to specifications.
  Please dont hesitate to contact us if you have any further questions or concerns.
  Your Team at Moore and Russell

• Initial Complaint

  Date:25/06/2025

  Type:Sales and Advertising 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are working towards a resolution. 
  
  Sincerely,
  
  Moira Moorey did the install at our home. They are now compliant and back on the Fortis list of contractors, but that doesn't help us get the rebate from ******. I feel the company was deceptive with us and continued with the sale knowing full well we would not qualify for the rebate. The other insult is my gas bill is higher with the new system than it was with our 30 year old ****** that was still in good shape. Ideally would like to get the rebate we were promised through Fortis BC or from *********************************************. Any help or direction with a complaint like this would be appreciated. Thanks, Moira **********************

  Business Response

  Date: 26/06/2025

  Hi *****,
  Thank you for reaching out and voicing your concerns. Were truly sorry for the trouble and frustration this has caused you.
  

  We completely understand how upsetting this situation must be, and we regret the miscommunication and delays youve experienced. Our manager has been trying to get in touch and has left voice messages in hopes of connecting directly.

  Please be assured that we are taking this very seriously. Were currently working with the Home Performance Contractor Network, their governing committee, and ******** to clear up the administrative error that resulted in your rebate being declined. Were confident that once Fortis understands the situation, they will agree the rebate should be issued. We anticipate having a clearer update within the next two weeks.

  Thank you again for your patience and for allowing us to resolve this with you.
  Your Team at Moore and Russell

• Initial Complaint

  Date:14/06/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

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

  Hi Moore and Russell Heating,
  
  Thank you for your response on the 27th of June. Even though it was a generic response I usually get when I was calling your office multiple times and through your website online chat for the past few months, I still gave you enough time to connect with me to try to resolve this. Unfortunately, up to this moment I did not hear any from you. 
  
  I would really like to settle this on a straightforward basis but if my concerns will continue to be disregarded, I would seek more assistance from everyone that could help me.
  
  
  Thank you,
  
  ***** *******
  

  used their website chat multiple times but no response from their manager.Invoice Number: ******** & ******** The rebates were advertised in all hvac contractors. I chose them because they are affiliated with ******* I thought I will be getting a decent service because of it. But Im having nightmare with them. The money spent was huge and hard earned. And the fact that they lied just to get our business is not acceptable. If we were not told about the rebates, we will not get an expensive equipment because how they calculate the actual money we will spend was net of rebates and also we will not spend money for retrofits (required to get the rebates).Im getting more confused now. The invoice amounts are not matched with the amount I paid. The equipment numbers are not matching with what we agreed.Im so sorry for adding to your work. I was trying to solve this directly to them but I was disregarded.Thank you

  Business Response

  Date: 26/06/2024

  Hello,

  Thank you for bringing this matter to our attention. We understand your concerns regarding the government rebates and the discrepancies with your invoice and equipment details. Please know that we take these issues seriously, and we are currently investigating the situation to address each of your points.

  Our goal is to ensure transparency and accuracy in all our communications and transactions. We apologize for any confusion or inconvenience this has caused you. Rest assured, we are actively working to resolve these issues and will provide you with a comprehensive response as soon as possible.

  Your patience and understanding during this process are greatly appreciated. If you have any additional information or questions, please feel free to reach out to us directly.

  Best regards,
  Moore and Russell Heating and Air Conditoning

• Initial Complaint

  Date:13/06/2024

  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.

  Issue number 1- I engaged Moore and Russell about installing a heat pump in my townhouse. A package was presented to me by the sales **** ****** that included a Lennox heat pump and 3 inside unit heads. There were a few key features I wanted to ensure this package had and one of them was the units needed to be fully Wifi and app controlled. I was assured by the *** that they came installed with this feature fully operational. This was not the case.Issue number 2 - we decided to go with the package offered above and it was going to cost approximately $19500 before rebates of $6000 , When the installer came to inspect the layout he said this would not be a smart way to cool the home and suggested a Daikin model that had 4 units inside, cost for this package was $25,000 before rebates. After reviewing this package with *** and confirming again this unit was fully **** ready after installed I agreed to paying the higher cost. I made sure he documented the model I was now buying as it changed and asked that he include all warranty details, which was done. The model on the agreement does not match unit installed. I immediately notified *** in writing that they were different and not **** ready. I asked for an explanation and why I was never told and what is being done. I also asked that a manager call me so I can discuss all issues.As of today I have not heard from a manager although *** said he asked 3 times for one to call me. I submitted a concern email through their website and have left a message for someone to call me and still nothing. I would like a call. *** had confirmed he would be installing the **** adaptors at zero cost as he now realized the units needed these to be fully **** ready.. This hasnt happened and I was informed *** is no longer employed with the company. I want them to honor this agreement which is in email.

  Business Response

  Date: 17/06/2024

  Dear ***,

  Thank you for bringing your concerns to our attention regarding the recent installation of your heat pump system. We apologize for the issues you've encountered and appreciate your patience as we work to resolve them.

  Regarding your concern about the functionality of the units being fully WiFi and app controlled, we understand your disappointment and apologize for any miscommunication. Our team will ensure that the system is configured as per your expectations.

  Please accept our apologies once again for any inconvenience this has caused. We value your business and are committed to addressing these issues promptly.

  If you have further concerns or would like to discuss this further, please feel free to reply to this email.

  Thank you for your understanding.

  Sincerely,

  Moore & Russell Heating and Air Conditioning

• Initial Complaint

  Date:22/04/2024

  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.

   
  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,
  
  Jhy-*************

  Business Response

  Date: 23/04/2024

  Hello,

  We have been working with the financing company and government to get this resolved ASAP. We have just received confirmation that the funds have been released and the refund should be sent to you via cheque in 4 6 weeks.

  Thank you.

  
  

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company sold me a heat pump system with guaranteed 2 year warranty with 100% satisfaction guarantee with their Get It Right motto. It is even on their website. I have ran into issues and was not happy with the performance of the system and asked by email, phone and text over 8 times with no response. The agent once said the senior manager will get back to me within a week and they did not. After I paid, they dusted their hands. They have not acted in good faith in their guarantee. I suspect they will wait til my 2 years is up before actually actioning on anything and then charge me extra for repairs. Its a disgusting practise.

• Initial Complaint

  Date:12/01/2024

  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 have replace our conventional water tank to a tankless water tank back in September in 2023. That installation was done at *****************************************************************. I will kindly summarize what happened. The water heater has installed back in Sep. 2023. Since the first day of installation, the system never worked properly, we do not have hot water consistently. it also shows error code 12, and having alarming sound. We have contacted Moore and Russell Heating and Air conditioning company, which is the original installer to repair. They have sent technician several times, at least 6 times, and the problem has never been fixed.We request an exchange to the conventional water tank or return of the product on the first day, we did even refuse to sign the installtion completion and satisfaction agreement, but they refuse to do so. They also refuse to disclose their return and exchange policy. But on the website, it clearly shows they offer 2 year gaurantee to repaire , replace or refund. Moore and Russell keep saying they are going to send technicians, but we cannot always let them send technician over and over. we have our own job to do, we could not just stay home every time for a 4 hour window, and waiting for their technicians to look at the issue. The most important things, they fail to fix the issue, they have tried at least 7 times with different technicians, but no one is able to fix it.It is very cold this weekend, we cannot live without having hot water, plus this issue has been almost 4 months, and never been fixed. Please kindly help us to solve the problem.

  Business Response

  Date: 17/01/2024

  *****,

   

  We regret to see you've had so much trouble and such an unpleasant experience with us. Since this complaint, you have been in contact with our Management team, and our team was able to identify there was an issue with your home's gas supply. Now that your concerns have been resolved, we hope we have left you with a much better impression! If there are ever any other questions or concerns, please don't hesitate to reach out, or send an email to *****************************************

   

  Thank you and we hope you have a great day,

  Your team at Moore and Russell.
  

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  
  Complaint: ********
  
  I am rejecting this response because: despite Moore and Russell claims that they have answered all the emails and telephone calls, my system is working, and I can just sign off on a piece of paper  to get my money back, there is a lot of misrepresentation going on in their response. In the last year alone, just counting 2023, I have emailed a minimum of 15 times and received no response. In fact the people who answer the telephones for moore and Russell have been instructed to only send my concern onto the management team and the management team will contact me back. To date I have left several requests with no call backs. But if my system was working, then why would the personnel be instructed in this manner? But I do want to address my email from September 14, 2022, when I addressed the damage to my property, I addressed my complaints to management which went unanswered, I requested a system replacement as my system isnt working and was told no by a manager. I advised I had to wait 1.5 weeks for a special technician who would be able to fix this mess of an installation, but his result was 6 hours of the system working before the it ******* out again and yet no response when I complained about this. I waited a few weeks for the best technician from Moore and Russell to come and solve my issues, and was guaranteed a working system, but it still doesnt work. I complied with all of Moore and Russell recommendations yet I still dont have a working system. So I am very curious, how is it that Moore and Russell is under the impression my system is functioning properly? I have left several messages and emails and yet I have no responses. I look forward to an answer on this as it appears Moore and Russell have no clue what is going on based upon their response. As per their release form, I cannot sign this document because it will not allow me to sue or allow my insurance to recover the expenses from my insurance claim for the damaged caused to my property. The best part is despite Moore and russels guarantee of No Loop Holes Guaranteed as per the document their companies representative signed and presented to me and my wife when we purchased the heat pump system the company still expects us to sign a document taking away all of our rights to sue, seek compensation for the damages, etc. That is not a no loop hole guarantee as that is a loop hole. My system doesnt work, I want a refund with no loop holes as was presented by Moore and Russell representative. 

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

  Business Response

  Date: 17/11/2023

  Hi *****,

  We regret to see you are unhappy with your experience with us. We have tried our best to ensure your satisfaction, but are sorry we have not been able to meet your expectations.
  We would like to clarify that we have been in contact with you through service appointments, phone calls, and email, and found the equipment to be working according to manufacturer specifications. We have agreed to issue you a refund and remove the equipment once you sign our release form. Since we presented you with this resolution, we have not heard back from you. We are currently waiting on your acceptance of these terms.
  

  We kindly ask that you sign the release at your earliest convenience so that we may proceed with the refund and removal process.
  

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:23/10/2023

  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.

  Company admitted to owing me a refund for 4 months and they are not answering the phone. Company phones are not answered after long waits. When I eventually get a general agent on the phone, they will not escalate the call to an employee that is senior enough to fix anything.

  Business Response

  Date: 27/10/2023

  Hi ******,

   

  We want to sincerely apologize to you for the frustration you've experienced. We regret this is the service you received, and we're committed to making it right.

  We have reviewed our phone response times and escalation procedures to better serve our customers and ensure this does not happen in the future. Our team has been in contact with you and we are happy to report your concerns have been resolved. If there is anything else we can help you with, please let us know!
  
  Thank you for giving us the opportunity to make this right!

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 & Russell Heating & Air Conditioning Ltd installed a heat pump for my home on May 11, 2023. The price of the heat pump is more than CAD$ 24,000. The installation process turned into a nightmare when their electrical technician negligently drilled a large hole from the first-floor ceiling through the second-level floor in the wrong place, causing significant damage to my townhouse. At the time of the incident, the technician admitted that the damage was * ****** ** ***** *********** They assured me that Moore and Russell would take full responsibility for restoring the affected floor area to its original condition. However, when I contacted with the installation manager, he promised to cover the repair costs but all he provided was the contact information of an unavailable handyman scheduled months later. Despite explaining the urgency of the matter due to my wife's imminent delivery and the need for a safe and comfortable environment for our newborn, they displayed a complete lack of concern. Later I made multiple calls to their customer service, each time being assured that my case would be treated urgently and that the branch manager would call me back within 48 hours. However, not a single return call was received. Finally, on August the sales representative told me they would pay me CAD$ 3000 to cover the damage, but after that, there was not any follow-up message. It is astonishing that they believe they can evade duty of care and full responsibility for the damage caused to someone's home based on personal judgement. Throughout this entire process, Moore and Russell have shown no remorse or provided any apologies for their actions. Considering the significant amount I paid them for the air conditioning installation, I am deeply disappointed with the service by Moore and Russell. I am requesting Moore and Russell to pay me the damage fee incurred as soon as possible. These damages were caused on May 11 at 13-7028 Ash St, Richmond.