Moore & Russell Heating Ltd

First off, while this company has been around for a long time, the Moore family does not own this company any longer. DO NOT BE MISLED. As another reviewer noted they are very disorganised and they do not honour verbal or written agreements. We have our heat pump, but in addition to their breach of agreement, we have no manual or warranty information. What follows is our complaint to the BBB. Interestingly, in May, June & July of 2015 (when we were looking) they were listed on BBB and there was some information including one resolved complaint. Nothing but their company name appears now. They never responded to the BBB complaint - contacted by email and telephone by the BBB. so now we are warning consumers about the company.

Complaint filed with the BBB:
On April 25, 2015, a representative of Moore & Russell Heating & Air Conditioning Ltd. (the Company) came to our residence to provide us with a quote for air conditioning. He ended up recommending a heat pump, which we agreed to. On April 25, 2015 he left us with an invoice/purchase order #7702 for the cost of the heat pump (Lennox XP17-48) at a cost of $9275 + GST + Permit $150, for a total cost of $9888.75 to be paid after installation. At the time he said that they were just starting a promotion which would result in us receiving back (via credit card, within 2 weeks of paying) 10% of the cost of the unit or $900. There was also a Lennox rebate available of $125 which we would qualify for, making our net payment after $1025 in 'rebates' of $8713.75. All of this information is noted on our carbon copy he left with us, the Company has the original copy.

There were a few 'hiccups' with the unit, which required a few service calls, the final service call (June 22, 2015)resulted in us requiring a new motor in our furnace. This was identified on the phone prior to the service visit due to a number of phone calls my husband had with the Company. We received a voice mail on June 15, 2015 from the Company during which they identified that our problems with the unit working were due to an air flow issue and that the motor on the furnace would need replacing. On the voice mail the Company representative said, "We are looking to replace the motor in your furnace at no charge. Just looking to see if we can get the serial and model number of the furnace." (I have the voice mail in my archives)

On June 22, 2015 two technicians came to our house and the furnace motor was replaced. We were charged and paid $503.69, including tax (which included a 10% discount) for the motor. Even though they had said they would replace it free-of-charge. At that time I was also told that I would be emailed an invoice for the motor, I paid by credit card on a debit machine and only have the machine receipt. That invoice was never sent.

We paid for the furnace in full on May 22, 2015 - $9888.75. On July 9, 2015 (7 weeks after they had taken the funds from my Visa) I sent an email asking the company when we could expect our $900 Visa card, how to apply for the Lennox rebate, if we would be refunded the amount for the motor and if we could receive an paid invoice. There was no response. I sent emails on July 13, 15, 17 & 20 asking them to please respond to my questions on my original July 9, 2015 email. No response was received. I also sent an email inquiry through their website on July 20, 2015 (with the full email trail). No response was received. On July 22, I sent them an email asking them to respond, indicating that I would go the Better Business Bureau if they did not reply. No response was received.

As there seemed to be miscommunication during phone calls, I elected to only send the Company email correspondence to ensure there was no misunderstanding. At this point (August 4, 2015) it would seem that the Company is not interested in honouring their part of the agreement and that they made and agreement with us and have broken that agreement.

I am seeking your assistance to remedy this situation so that we receive what we were promised.