Moore & Russell Heating Ltd

I have never come across such an unorganized company. I ordered a furnace replacement through Moore and Russell (as part of a promotion run via Costco) and their installation staff and accounting staff provide poor service.

Nothing is communicated between staff members. As a result, the following happened:

1. In order to install the furnace, they need to install an exhaust and intake vent pipes through the garage wall and ceiling. In order to do that, they would have to drill two holes (3 inch diameter each) through the wall and two holes in the ceiling. Before they start the day, I have clearly indicated to the installer the location of where the pipes should be. However, the holes were drilled in the wrong location. If I did not insist to have it re-drilled in the correct location, the pipes will go up in the wrong location.
As a result, there are two big holes in my garage wall and one big hole in my cedar soffit ceiling that I need to repair. The cedar soffit hole is impossible to bring it back to it original state.

2. Not listening to the client resulted in damage to the deck staircase, which was used to move the heavy furnace. I did warn them not to use it and to use the interior staircase instead, but their installation workers used it anyways. I now have to completely replace the staircase altogether.

3. Incompetence regarding office staffs resulted in the delay of a refund, and the delay in having a gas permit. As well, their office staffs were quite unpleasant to communicate to.

4. After my complaint, the manager did offer to pay the bills to repair the three holes, which I declined. Out of all, it was a stressful experience. The only good thing is, the furnace passed the gas inspection in the first inspection.