Moore and Russell Heating & Air Conditioning

I was surprised to have a new furnace installed in such a short time frame. Specially during such a cold snap. Sean and Austin were very professional. They were punctual and respectful and completed the job an hour under the estimated time.

Simran was very helpful and professional, fixed our heat very quickly. Highly recommended.

Our home heat pump system displayed an alert code yesterday and need the service urgent. Simran came today during lunch time and fixed the issue right away. Thanks Simran for your professional service!

Hamid did a great job and fix the problem nicely and efficiently without damage the existing system while I thought it may have to damage the system to fix the problem.

Brendon came to fix my furnace by replacing the dead thermostat. He arrived on time and did a wonderful job with thorough follow-up.

Our air conditioning was installed by Nathan and Andrew and the electrician was Jonny. They were all thorough, efficient and professional. They were polite and pleasant to speak with and were very respectful of our home and yard. Great team.

He is awesome at his job. He is friendly and will explain you everything that he is going to do. He is one of the best technician I have ever met.

Wow were we ever impressed by Johnny, Dave, Austin and Liam! They installed quite a few items for us and it was a long day but they were so professional and explained everything well to us. I would 100% recommend this company, because of them! We are thrilled with the service - thank you!

I had a recommended annual maintenance (after a phone call from Russell & Moore reminding me it’s been a year since they installed the unit) done by Hamet of Russel & Moore. He did a great job…he took the time to explain what he is checking/doing and why it’s important…. Both furnace and AC unit. Did a thorough job of the annual checks and maintenance, also recommended safety concerns (lock on 220V knife switch power box) and explained if AC unit not operating properly what to check for likely causes and possible fixes. Thank you Hamet.

Peter Grabowski
Would recommend you ask specifically ask for him to do your annual checkup and maintenance.

This review comes a bit late. We are super busy always and got Costco to send these fellas over as we literally have no clue who to pick from over another for an AC install.

Overall I am impressed with the after service, and the initial installation. I can now say I would choose them immediately in the future.

I apologize I don't know people's names but as they installed, and afterwards that day I got information overload on everything from the brand of unit we ordered to what service they provide after install (which at the time I was thinking sure you do, tbh).

Since installed they have visited twice, respected my request for additional support and I called in frantically to get help wondering if ny power outage was a related breaker (thats a future diagnosis). They now flagged my account for assistance in the future which for a homeowner with terrible time management is worth its weight in gold.

Thanks for being in business in our area, highly recommend this team they answered the phone on a Sunday even!

Used the service 3 times so far.

1st time was to have the AC installed late April of 2022, and the experience of the install was.underwhelming. It felt like there were some miscommunication between the sales team and the install team on what I needed before the install, which costed me quite a bit of extra money to have the AC system installed and working (the extra piece of equipment, not mentioned before I signed the contract, costed 25% of the total cost). Full disclosure, my house is the middle unit of 3 townhouses, and that did make the install more complicated than expected.

2nd time was to have the install team come back and fix my duct early June, 2022. I had a very bad leak in my furnace room after the new system was put in, and I feel over 50% of the cold air from the AC was leaking out, rendering my ground floor to be at least 5-10 degrees colder than my third floor.maintenance technician mentioned it was due to incomplete ("bad" was the exact word) AC system install. The install team that came afterward was friendly and was not the same install team as the original installer.

3rd time was today, July 29th, 2022. I had to have the maintenance technicians come out again to my place for an error code on my furnace system (E312). The technician Barney and Alex were super helpful and patient throughout the whole appointment and pretty quickly pinpointed the issue to my existing ducts. They were also able to point out some parts where the install team should've done properly or communicated (removing some half-pip shaped duct in my return duct and mentioning the option of UV light installed in my air duct for keeping the ducts clean).

Honestly, if this was just a review about Barney and Alex, I would've gave them a 5 stars no questions asked. However, the experiences I had thus far with Moores and Russel's install team brought the overall rating to 3 stars.

Update:

Ekta from Moore and Russell gave me a call regarding this review, and offered an acceptable solution for the time being. I agreed I would edit the review as part of the solution. The duct cleaners came and did the duct cleaning without much issues. However, duct cleaning did not solve the error code, so a Service Manager was scheduled after another call with Ekta. The service manager concluded the issue was my existing duct being too small. I really wished this was caught earlier before we agreed to the installation. However, he did promise me it should not break our blower, and just in case it would put too much pressure on the blower, he lowered the overall CFM of the blower (this is after he consulted with Lennox directly to make sure).
So far, no more error codes.

Overall, I've changed the review to 4 stars to reflect how I feel about the services I've received from Moore and Russell. It is not a perfect 5/5 start as the experience i've had so far still wasn't the best, but the company did try their best to accommodate.
Although the results weren't ideal, I feel it was as good as it can get for now. I do wish I was advised of all the possible issues I may encounter with the install with the initial consultation, as that would have saved both me and Moore and Russell lots of time and money, but at least I have working A/C now.

EDIT: My issue was resolved.

I contracted Moore & Russell in the spring to install a ductless heat pump in my townhome for $35k. Our sales representative, Kevin, was the most helpful and responsive at first. We needed the techs to arrive on a day when one of the decision-makers for the complex could open the electrical room for them. They failed to show up at appointed times or call either myself or the other on-site person on two separate days, and then decided to proceed with a quote without seeing the electrical room. When the quote was presented to the Powers that Be for the complex, things got very opaque and I never saw what was presented. My request to install a heat pump was denied by the Board, which was surprising because most unit upgrades of this nature are a slam dunk. I believe this was due to the unprofessional experience with the techs as well as a poorly explained quote. I then asked Kevin to sell me some Air Conditioners and he totally ghosted me. I just bought a couple portable air conditioner units online for $4k and set them up myself. Unless you can drop $35k, Moore & Russell does not care about a solution for the customer.

Hamid did a excellent job and very pleasant to deal with. He checked over the a/c system and I was very impressed how knowledgeable he was. I will request for him to come back for any maintenance or repairs (hopefully not) in the future.

Great job!

Thanks
Mike

I had my aircon and furnace replaced by Moore and Russell. I am very satisfied with their service. They were right on schedule and Zak and his installation team were very professional and did an excellent job!

Zak and his crew did a fantastic job. On the day of the installation they arrived on time, they were professional and answered all of our questions. They lead us through the entire installation process for our new furnace and AC unit. I would highly recommend Moore and Russell to homeowners needing a new furnace or AC.

Mark was extremely helpful and professional. He completed the jobs very quickly and made it super easy for me. It was a real pleasure dealing with him and I would not hesitate to call again should I have any plumbing issues.

I would like to thank the technicians that came in to resolve my on going AC leaking issues I have been dealing with over the past few years!

Lidsney and Alex and another technician I didnt catch the name of, were all very outstanding, professional, very knowledgable, and would highly recommend any of my friends or family them.

Hopefully this is the end of my on-going issues, as it has frustrated me and my family for years, and now we are finally able to enjoy the cold breeze.

We are super impressed with the work from the team at Moore and Russell. From the start Yan was super helpful and ready to answer all our questions. The install team of Andrew, Nathan and Ash were friendly, prompt, courteous and professional. I have recommended them to others and will continue to do so. Super inpressed and thankful. Thanks Moore and Russell!

Barney and Alex were great! Efficient and knowledgeable, I would highly recommend their services! I would use them again anytime!

Just want to add another review as Google won't let me make another review: (also 5 stars)

Just had our AC installed by Wunan, John and Gurvinder. Awesome crew! Professional and efficient worked with us to meet our requirements. Awesome cleanup as well you never would have known there was a crew there! Went above and beyond highly recommended!

Could not be happier with the great crew that installed our mini split A/C in our condo. We choose 24000 btu. 240volt. The professional crew were Dan, Sudesh, Daljit and Jag. And our salesman Lucky was awesome too. Great coverage for a cool condo. Highly recommend
Thank you
Tom and Pam

The heat forced me to get AC in my place this year. Moore and Russell did a great job installing my new mini split unit. Amanda did a amazing job of communicating and was very responsive to get me to a happy cool place.

Very satisfied with the service and would certainly use again and recommend.

John and Ben were very professional during our regular maintenance visit. They answered all my questions, finished the work quickly and took the time to come back the next morning and deliver some filters i had requested. I highly recommend this company

I called Moore and Russell to install a ductless system and 4 zone. Everything done in 2 days. Ben and John were professional.
Never had a better service from any other company, I contacted during the years.

Luckly I am home today and the installation team coming. You know I don't even be called to inform that they are coming today. We figure out some solution and finally installed the furnace and heat pump. Technician Scott, Wu Nan and another guy I forgot his name (sorry) did an excellant job.

We had our furnace and fireplace serviced by Lindsay with Moore and Russell. Lindsay was very professional and thorough, and provided a report at the end outlining the work done. Price was reasonable, and was the same as what we were told when the appointment was booked. Will definitely use again for any hvac needs.

Over the years, Moore and Russell has always tried to satisfy our needs when it comes to our cooling and heating systems. Regular maintenance and emergencies.
Thank you

Very happy with our new air conditioning unit! Very professional team and highly recommend their services!

Great company to deal with. Lots of communication from the technician, Joash, and the work they did was great!

The service techs, Ben and John, were professional, knowledgeable, competent, detail-oriented, friendly and so efficient. They collaborated with me to ensure I was satisfied with the end result. I would leave 10 stars if I could! I will not hesitate to recommend Moore and Russell and specifically Ben to anyone I meet!

Ben and John did an excellent job installing a furnace in our home. The duo were very professional, and knowledgeable. Highly recommended

The installers rushed and did a poor, shoddy job on a Friday before a long weekend. The heat pump was not functional and my house was cold over the Thanksgiving weekend. Insulation for the external pipes was ripped and torn in many places and the zap straps are unsightly and not trimmed. A couple of friends are interested in installing a heat pump too and at this point I cannot recommend Moore and Russell and have told them to go elsewhere.

I can’t say enough positive things about my experience with Moore and Russell. I booked AC installation and the guys showed up the next day! They were really good and explained how does it work! It was nice to know something new about my AC:)
This job was done within a half-day! I would absolutely use these guys again.

Matt L.came out to install an expansion tank and pressure regulator. Very personable and very professional. I'm very appreciative of the extra effort Matt put in to get the job done quickly and correctly. I would definitely recommend Moore and Russell.

I have to write another review here, because people from Moore & Russell are so awesome! They answer the call super quick, dispatch the job super quick, showed up super quick, and get the job done super quick! Big shout out to Mandy, Mario, and Chris! Thank you guys for the flawless teamwork, you guys all deserve a 10/10! And I’m glad I’ve made the right decision at first place with Moore & Russell, thank you and keep up with the great work!

We have used M&R for 11 years now, and have always been very pleased with their work ethic and performance. Didn't know what to expect this year, as they have been bought by company from eastern Canada, but luckily, no worries, the tech was punctual, efficient, and pleasant to deal with as usual. We will continue to rely on them for all our heating requirements.

We had Moore & Russell Heating install a new heat pump on September 28. While the installation crew was great, professional and personable, they were not able to complete the installation due to incompatibility with the existing zoned heating system in my house (the thermostat would not function). The installation technician assured me that he had arranged with his head office to have someone come the next day to complete the installation. I called Moore and Russell early on September 29, and while they did not seem to be familiar with the issue, they arranged for someone to come by. Unfortunately, I was at work on this day, but the technician who attended told my son that they needed to order parts.

Not having heard back from Moore & Russell for two weeks after being told parts needed to be ordered, and not having had heating in my house for two weeks, I called Moore & Russell on October 13th and asked for a status update. The person I spoke to assured me that someone would look into it and get back to me.

It is now October 15th and I still have not heard back from Moore & Russell. All I have heard from Moore & Russell, in terms of communication from them to me (rather than me having to contact them), are two requests for a review. So this is my review: the installation was fine, but the follow up and completion was abysmal. I need a working thermostat to complete the job; without it, the furnace and heat pump are not functional, and the ambient temperatures are dropping with each day I am forced to wait. I have tried phoning, cannot locate a contact email on your website (other than to request a quote), so my only recourse is to submit the review you have asked for (twice), hoping that generates some followup action.

I like that MR heating lets you know who is coming to your house and sends reminders about upcoing appointments. The Furnance installers were
professional, informative and respectful.

New house from previous ratings. Used MR for maintenance inbthis house. I have there home smart plan. Lindsay phoned and advised when she would arrive. Friendly and very knowledgeable. Cleaned and checked everything in a timely matter.

I had a great experience with Krissy, the office manager. She went above and beyond for my family to ensure that we were taken care of. The technicians were professional, prompt and ensured that we understood how to use our new system.

Ok at best
Inconsistent level of service after using them several times. I've had mixed experiences with them.once it was ok, once great and once was poor.

The technician was terrific - very knowledgeable and thorough. She addressed a concern I had with an immediate fix. Top shelf service!

Gave me the run around for a month, THEN told me they don't do diagnostics. Couldn't have just said that from the start? Make sure you know what you're getting into with this place. Maybe you should be talking to the technicians directly since the dispatch is booking services they can't even do.

John was very helpful and informative. Service was excellent, great customer service from dispatch, to installation and clean up. Give stars all around for the company and team.

Excellent service provided. I always ask for Raymond when I call for my service because of his manner, professionalism, and work ethic. He even helped me to lift a chest of drawers up the stairs when he was here. Just generally a helpful person. Thank you.

Joash was a great technician. Fast and professional! Would 100% recommend this company to any of my friends.

Our technician, Lindsay, showed up promptly, inspected our furnace, and performed its scheduled maintenance. She was courteous, professional, efficient and knowledgeable. In addition, Lindsay was resourceful in solving some problems with the furnace that had developed over time. After completing the maintenance, she took the time to examine our recently installed air-conditioning unit, installed this summer by Moore and Russell. Lastly, Lindsay was able to coax a gas fire place back to life after prolonged disuse, saving us the cost of an additional visit. I’m happy to provide this review and recommend both this technician and Moore and Russell without qualification or hesitation. Five stars and two thumbs up.

Scott and Wunan are so good! We highly recommended their service! That’s very great work done by today!

The maintenance person sent by Moore and Russell was very competent and capably answered all my questions. I was surprised that Moore and Russell no longer requires a detailed email outlining the testing of my furnace 's operation. The maintenance person gave a detailed oral report but a written report copied to me was not part of his training. If this is company policy, fine. I was most impressed with this individual's work ethic and pleasant manner.
Thank you
Clarence Hansen

Super happy with Moore and Russell. The farm shop had some issue with the HVAC and M&R sent out Lindsay to sort things out. She was super knowledgeable and managed to get the the issue quickly. I would highly recommend Lindsay to anyone.

Crew showed up on time as quoted and were hard at it till the job was completed. Jason was very helpful and professional in answering my questions. We’re always happy with the work provided by Moore and Russell.

The installers showed up on time did the work required they did clean up after the work was done
Only complaint I have is that I knew nothing about a heat pump and I had some questions but his apprentice went over the the thermostat with me but he didn’t know any more than me about a heat pump so I ended up looking on line

These 2 guys Daniel and Jaas who came today to install the new Furnace And Air Conditioning in my house are very professional, extremely knowledgeable, respectful and explained everything clearly how to operate my new HVAC system when installation was completed. Moore & Russel are lucky to have them in their team! Kevin Tong was also very helpful in getting everything done as scheduled! I’m a happy customer.