Moore & Russell Heating Ltd

The Richmond city is currently replacing water pipes in my neighborhood and recommended each house hold to install a water pressure reducer valve! We had Russell and Moore install our air conditioner last year and were very happy with the efficient work done so I got Mark , the plumber, for my water pressure regulator and he installed it explaining what we should expect cost wise prior to installing! He did a great job and Im forever grateful! Thank you Mark for a job well done!

Kris and Liam came to replace my existing old furnace. Their arrival was prompt, and explained what was going to be done prior to commencing the work. Any part of the work that required deviation from the original assessment, was explained and permission was sought prior to any ammendments. They were professional, and the work was completed in a timely fashion, leaving the workplace very clean and tidy. I would definitely recommend Kris and Liam for future work.

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 never properly operational. They wouldn't even provide me with an invoice when I asked. 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.

Before installation of these units I was told that rebates of up to $6K
would apply, however, I was not told that I needed to apply for the rebate programme prior to installation. Moore and Russell applied for installation permit and completed the installation in a short period of time but now I find that I am not eligible for the rebate programme because it was not approved prior to installation. I have repeatedly left phone messages for M&R but it takes days for someone to return my calls and so far I have not received any help with this problem.

My air was not working. I called Moor and Russell. Shawn technician came. He is excellent, knowledgeable and really helpful person. I would highly recommend this company. Great job. Thanks Shawn for your good service.

Worst company ever. I had Moore and Russell install a tankless hot water heater, air conditioner and hot water furnace five years ago and regretted my decision ever since. Though the air conditioner works well the installation was way below standards and it took three years of asking to redo and a threat of a law suit for them to come back and fix it to meet any standards. The tankless hot water heater has had constant issues and their techs have no clue of how to fix it so it will work. I have even suggested sending the unit back through warranty and replace it with a new unit. That suggestion seems to fall on deaf ears. I don't know if this is Moore and Russel not wanting to replace under warranty or if the manufacture won't honor their warranty, either way I sit here today with no hot water again.

Hamid did a very thorough job on the air conditioner maintenance. Good job Hamid..hope to see you again

Had to call Moore & Russell come out after I could not get the furnace and heat pump working. Was a simple fix that I should have caught also at the same time I got a Apco UV light filter install. Im very please with quality of work that Barney the installer did.

Got Moore and Russell thru hiring another company (a national retail chain) to install my AC unit. So legitimately did not choose M&R. In summary, they ended up messing up the job, and took many months to take responsibility to come and fix it UNTIL I called the national retailer to chase M&R down, and like a miracle they called me back immediately. Would I recommend them based on my experience - no I would not. Installing AC units - is Big Money right now - and they seem like they got lucky with a big account (a national chain) and can choose to ignore customers until their 'boss account' calls them. I would never hire them myself, especially given the dollar amounts involved. Unless you are really desperate, I would source other options.

Simran, Keith and Leo arrived on time were knowledgable, courteous and efficient as well as the electrician. I would highly recommend Moore and Russell Heating.
One thing I would like is the pricing for maintenance be added to your website. Its something I would need but I'm reluctant to sign up when I don't know the price.