Business Profile
Heating Equipment
Moore & Russell Heating & Air Conditioning Ltd.This business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
2.41/5 stars
Average of 18 Customer Reviews
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Review fromM. B.
Date: 06/07/2025
2 starsM. B.
Date: 06/07/2025
M&R was great during the quotation stage of a mini-split system for our condo, but sloppy & unreliable for the installation. I wouldn't recommend them.Moore & Russell Heating & Air Conditioning Ltd.
Date: 08/07/2025
****, we want to start off by saying we are sorry this has been your experience with us. We pride ourselves on customer care, so we are sorry you did not receive that service. We would like the opportunity to discuss your concerns further and make this right please watch for a call from us. In the future, please do not hesitate to reach out to our General Manager by email at ***************************************** if you have any other concerns.Thank you for bringing this to our attention and we look forward to making things right!"M. B.
Date: 11/07/2025
Thank you for the thoughtful reply. I look forward to connecting.Review fromBERNARD S
Date: 30/04/2025
1 starBERNARD S
Date: 30/04/2025
Limit of ***** characters was not enough to convey this Review; This is part 1:Moore and Russell **************************** Conditioning (Owner)2 days ago ****** we want to start off by saying we are sorry this has been your experience with our team. We pride ourselves on customer care, so we are sorry you did not receive that service. We would like the opportunity to discuss your concerns further and make this right please watch for a call from us. In the future, please do not hesitate to reach out to our General Manager by email at XXXX if you have any other concerns.Thank you for bringing this to our attention and we look forward to making things right April 15, 2025 Very disappointed in the "service" from this company. Work done to ***lace 2 shower diverters was fine. Calling **************** afterwards to explain why it cost $805 for a job that took the servicemen 33 minutes on site was terrible (and this was after supposedly the $169 diagnostic fee was waived). Apparently, this company does not break down cost of parts, labour or even tell you how they charge. After 3 call backs, the 2nd last *** told me they would get a billing supervisor to call me back, which never happened. 4th time *** basically said they charge by quote which I said I never received, (but this wasn't addressed) and said they don't break down the charges. The customer..me . Is left to surmise that the servicemen charge whatever they want and the "customer service" ***s string the customer along until they either don't call back or finally get the 1 out of 4 "service" ***s that tell them the company "policy".Moore & Russell Heating & Air Conditioning Ltd.
Date: 01/05/2025
Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation of the invoice and missing details. Please watch for a call from our manager to resolve this issue Or you can call us at ************BERNARD S
Date: 06/05/2025
Limit of ***** characters was not enough to convey this Review; This is part 2:April 25, 2025 Well, obviously Moore and Russell have a public facing customer service in that they want to appear to be responding to their dissatisfied customer on their Reviews page so other potential customers will think they are but then DONT. Well, I have yet to hear back and reading another review on the BBB website this, figure now that I probably wont.Disgraceful **************** and its a joke to even say they have a customer service department or that the company from the top down (General Manager) even make any attempt to provide this. Unless youre a satisfied customer, they really dont care. Beware.April 18, 2025 I think I have waited sufficiently for please watch for a call from us which has NOT *************** I had mentioned before and now again, callbacks by customer service at your company does NOT happen. Did you, as the General Manager having ultimate authority at this location, assign someone to call me back and they didnt bother? Or forgot about this? Or....I think my original review conveyed what I have concerns with about your company and its billing policies and currently have had no chance to address these meaningfully. I felt I was just brushed off by the last *** that just said all jobs are done by quote (but didnt explain why I didnt receive one before the work started) and all she could do was pass on a message and it was up to an invisible other person whether they would get back to me or not. That is NOT customer service in the least! (and I do know as I worked in an organization that had a Help Desk that was the first line of service for the customer and if they couldnt resolve a problem it was escalated higher up for resolution. It was then mine or one of my business consultants responsibility to respond to the customer. I would appreciate a callback with someone who is knowledgeable enough that they can answer the questions I have.Review fromNatassia J
Date: 16/11/2024
1 starNatassia J
Date: 16/11/2024
I am appalled at how this business is run. Ive been waiting to hear back from management since summertime and it is now mid-November. The only time we were contacted was when I posted a review on ******, they responded with the same BS theyve given these responses here.. to contact their General Manager via email.. Ive yet to get an email back. Weve have issues with our unit for the last 3 years, its clearly a lemon. Weve taken countless days off of work to accommodate the technicians which has ****** us financially. We had to deactivate our furnace in order to get the ***** from the government yet weve had no heat for 5 weeks. We had no A/C during the heat wave in the summer time, 4 weeks with no A/C and thats just this year alone. Weve requested a new unit as our motherboard keeps dying on us. Last time we had 5 technicians out before they actually fixed the problem. Now they need to contact ********** while theyre at our home in order to get whatever needs to be fixed covered by warranty. The problem is that we work Monday-Fri. 8-4 and they want us to take more days off work to accommodate this call. Well guess what Moore and Russell, unless youre willing to cuff the our wages lost during that time, its a ridiculous request. At this point its a YOU problem, not us. Summer time we had to buy 2 potable A/Cs, which they of course didnt reimburse us for. Now were running space heaters to prevent us from seeing our breath when we wake up in bed in the morning. I am disgusted at their lack of urgency, disregard for our family, finances and home as well as our overall well-being. Im 5 months pregnant and their crazy to think Im about to have my new born baby rely on this company to provide any sort of reasonable service. Not to mention they harassed us every other day for 2 weeks; asking us to take our last review down as the tech would get $50!!!! What about the money we spent lost at work and spending on space heaters. Do better. You guys ****.Moore & Russell Heating & Air Conditioning Ltd.
Date: 18/11/2024
Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation.After carefully reviewing our records, we couldnt match an account in our system with your username. To ensure we can thoroughly look into this and offer a resolution, please send an email to our General Manager at ***************************************** with a few more details such as the appointment date and the name used on your account. This will allow us to investigate the matter further and address your concerns appropriately. Or you can call us at ************Review fromJacqueline L
Date: 08/08/2024
1 starJacqueline L
Date: 08/08/2024
Liar liar liars.. signed a contract w them ready to go for service to change my evaporator coils. Even confirmed the day before but at 9pm the night before ******************* calls me and tells me they won't do it bc they want to upcharge me 199$+gst for a tech assessment as well before the job and can't even do that on the day as planned. Take your business elsewhere if you can..Moore & Russell Heating & Air Conditioning Ltd.
Date: 12/08/2024
**********, thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation. To ensure we can thoroughly look into this and offer a resolution, please send an email to our General Manager at ***************************************** with a few more details such as the appointment date and the name used on your account. This will allow us to investigate the matter further and address your concerns appropriately. Were looking forward to working with you to make this right!Review fromPaige L
Date: 05/04/2024
5 starsPaige L
Date: 05/04/2024
Great job, Ali and Kia were very good and did more than expected. ThanksMoore & Russell Heating & Air Conditioning Ltd.
Date: 12/06/2024
Thank you!Review fromPamela H
Date: 12/12/2023
4 starsPamela H
Date: 12/12/2023
Excellent service for installation and maintainance. Love the new system. The office staff have answered questions and arranged appointments quickly. The installers and maintainance people have all been prompt, experienced, and pleasent. After 3 years with our new heat pump and regular check-ups we would definately recommend Moore and Russell.Moore & Russell Heating & Air Conditioning Ltd.
Date: 13/12/2023
Thank you, ******! We're glad to hear you're happy with our team and your new system. We hope you have a great day!Review fromEd R
Date: 08/11/2023
1 starEd R
Date: 08/11/2023
Horrible customer service. Don't answer the phone, don't call back, and apparently don't care about keeping customers long term. I will never use their services again and would not recommend them.I had a heat pump installed in February 2023. I was told by the sales person that all of the rebates would be taken care of by a third party. After speaking more with the third party, they informed me that, no they only apply for the federal rebate and I'm on my own for the provincial rebates. By then it was too late to apply for the rebate. Now I'm out $1000 because I was **** ** by the sales person. I have been told multiple times that ****, our sales person made lots of mistakes and no longer works there. No attempt by Moore and Russell to make it right though. I have called multiple times but always end up talking to someone who can't help. They say a manager will call back (they won't give out direct phone numbers), but no calls come.Moore & Russell Heating & Air Conditioning Ltd.
Date: 09/11/2023
Hi **,We're very sorry to hear about your negative experience. This is not the service we strive for, and we are working to look into what happened and how to make this right. This has been escalated to upper management who will be reaching out to you shortly to discuss this in more detail. In the future, if you ever need to get ahold of us, please call us at ************, and someone from our team will be happy to pass your message along to the correct person. Thank you!Review fromKenneth B
Date: 03/08/2023
1 starKenneth B
Date: 03/08/2023
I recently had a furnace and heatpump installed by Moore & Russel and the whole process was simply awful. It took two months and five technician visits to get it working properly (simple fix that I had to help them sort out). They no-showed on an appointment and then showed up on a Sunday when they weren't scheduled. It was a nightmare to deal with them and I couldn't even elevate it to the manager level as the General Manager ignores e-mails and refuses to talk to customers handing over $20,000 to them. I had to step in at every stage of the install, including making sure they got a gas permit after they did the work with no permit. If feel like I owe then a bill for my project management work! They even wanted to wrap the electrical wiring around the outside of my house which would have been eyesore so I had to find an easy and direct route through my attic for them. Communication was awful once the contract was signed and general workmanship was poor unless I kept a watchful eye on them. In addition, they kept pressuring me to pay the bill even though the system was not operational. They wouldn't even provide me with a proper invoice so I knew exactly what I was paying for. I finally got an invoice after requesting it 4 times over two months and being told that they don't issue invoices (who doesn't issue invoices?). I'm still waiting for the commissioning report which will be holding up my rebate. I recommend just about anybody else if you want a quick install with good workmanship.Moore & Russell Heating & Air Conditioning Ltd.
Date: 12/06/2024
*******, thank you for taking the time to leave us a review. We want to know how we could have made this a better experience for you! Could you please email our General Manager at ****************************************** We would love the opportunity to discuss your concerns and make things right. We are looking forward to talking with you!Review fromDouglas J
Date: 30/07/2023
4 starsDouglas J
Date: 30/07/2023
On Friday July 28 technician (Hamid) came to our condo in **** ***** to do an inspection on our heat pump. He was punctual, friendly, engaging and knowledgeable about our heat pump. Cleaned the filters, checked how it was functioning, gave us suggestions about care and how to avoid mold growth, recommendations if our pumps continued to be noisy (********** pumps are indeed noisy), explained the best use of fans to keep the area cool, corrected ideas about settings on our remote, He was articulate and well spoken. A good representative for Moore and RussellMoore & Russell Heating & Air Conditioning Ltd.
Date: 12/06/2024
Thank you, *******!Review fromKaren G
Date: 12/07/2023
1 starKaren G
Date: 12/07/2023
No stars. **************, who had us unknowingly apply for a loan with Snap Finance. We wanted a system that would be able to cool and heat both floors. We have yet to be able to cool the second floor at all while the downstairs is like a refrigerator. We did not receive an invoice but Moore and ****** invoiced the finance company directly so the system was installed and paid for without our knowledge. We have had a diagnostic tech come out to assess the system and try to help us operate the complicated thermostat. Although he tried to be helpful he was not familiar with the Moovair system. So expensive, such a stressful experience and very disappointed with this company and the heat pump. Steer clear of the fast talk and promises they will deliver and help you with your ***** applications. No such luck with these folksMoore & Russell Heating & Air Conditioning Ltd.
Date: 12/06/2024
*****, thank you for taking the time to leave us a review. We want to know how we could have made this a better experience for you! Could you please email our General Manager at ****************************************** We would love the opportunity to discuss your concerns and make things right. We are looking forward to talking with you!
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