Moore & Russell Heating Ltd

I found this company to be very disorganized. I first contacted them (through Costco) to install AC in my home at the end of April with the knowledge that summer was fast approaching and would like to have our AC up and running by June. They were not able to come out to my house for a consultation until May 12th. No big deal since I was consulting with other companies as well during that waiting period. We made the decision to hire them to install central AC upstairs and ductless AC downstairs on May 29th and asked their sales rep the same day to send me a final quote for the price for both units. After several text messages and phone calls asking him to send me the quote, he finally sent it to me on June 12th. We approved it and he asked if we were going to be in town the first week on July as they plan on starting work on the duct work in our attic on that week. I told him that we will be in town and it should not be a problem. I spoke to him before the actual installation was to begin, and during this conversation, he informed me that our installation is actually going to commence the second week of July. They started the duct work on July 11th and wrapped up on July 19th. On July 19th, their technician came over to install the thermostat and also brought over the compressor, they did not hook up the compressor to the system. I phoned their office the next day (July 20th) to ask when it will be hooked and and was told that the earliest guaranteed date to have someone come over to hook it up is August 5th! The company knew that the compressor will have to be hooked up to the system, so I am not understanding why this was not scheduled ahead of time. So here we have the compressor sitting on the side of my house and we are unable to use our AC since they can not come out to hook it up for another 2 weeks! The service dept claimed that I am on the top of their list to have someone come out to hook up the compressor in the event they have a cancellation. We'll see. On top of that, the ductless AC is not scheduled to be hooked up until Aug 9th.

On a positive note, all the workers I have dealt with (from the sales rep to the duct work installers to the technicians) have all been very pleasant and the duct work installers make sure they clean up and vacuum before they leave each day which is very much appreciated.

I got the name of the company from my sister-in-law. As promised, everything was done and it was a good job. They explained everything so I understood and were on quote. A job well done! I would refer to a friend.

I had a new hot water tank, heat pump and new furnace put in for a great price.
Excellent job! Everything was explained to me so I knew what was going on. The staff was on time and very neat. I've already recommended them to my friends.

We had two stand alone air conditioning units installed. The price was fair and matched the quote. The staff answered all of my questions. I had a question the next day following the installation, and they came right back to the house to explain it to me again. I had misunderstood the day before. I am extremely impressed and highly recommend.

I had my air conditioner installed two years ago after a friend recommended Moore and Russell. I've also recommended them to some of my friends.

They were neat, polite and knowledgeable. They were able to install the air conditioner in one day. Reasonably priced. My air conditioner is working well.

I had 3 heat pumps installed. One up stairs, 2 downstairs on the walls.

The salesman explained one part of the job differently than it was carried out. When I noticed, I called the installer back and he came and fixed it. I'm very happy with the job overall.

I have no complaints and have recommended them several times.

After about 38 years of faith full service from our furnace, we decided that is was time to put the old beast to rest.
We saw the display at Costco and gave their advisor Rob a call to give us a quote.
He came over as schedule and was very thorough in his explanation about the price and the installation.
The technicians showed up a week later and were extremely courteous and knowledgeable. The two holes that they had to drill for the exhaust and air intake were done very neatly and the whole job was finished much faster than expected. They cleaned up after themselves, (Always a good sign for a contractor.) and asked me a few times if I had any questions. From my experience with this company, I would highly recommend them. I’m hoping for a few cold nights soon.!

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.

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.

On august 6, 2014 I had my furnace installed by Moore Russell heating and cooling. This was a furnace replacement program contracted out by Costco Canada. The technician, Dave, explained the procedure and stated it was necessary to install an exhaust and intake vent pipes through my bathroom ceiling wall and in doing so, he would need to create a hole in my bathroom ceiling. That night, as a result of Dave's forgetfulness to turn on the pilot switch on my hot water tank, I was left without hot water and I had to call the company after hours to receive help. Dave stated he lived an hour away and felt it was inconvenient to come to my Vancouver resident as it was now 2330 hour at night and instead gave me directions over the phone to reignite the pilot switch.

In regards to the ceiling hole, Dave explained it was his company policy to use only a vent cover as none of their technicians will do drywall repairs. I then explained to ROB, (customer service rep and the initial point of contact who sold me the Costco Lennox furnace) that a vent cover was not satisfactory as it would leave moisture problems in my ceiling insulation and possible mold or affect the electrical (lights and exhaust fan) components in my ceiling. He requested proof of evidence and so, I provided pictures and measurements of the size of the hole (8"x 5.5"). Rob then deferred me to his company manager to solve my problem.

Serge was the company district manager and called me a full 1 week after the installation job. This was after I phoned and wrote an extensive email letter addressed to both ROB and Serge explaining how a vent cover would only leave moisture or mold problems. Serge again, emphasized that it was his company policy only to use vent covers and agreed to find a drywall finisher for me. He also suggested that I could find my own drywall finisher but stated he preferred to use his own connections to save money. After nearly two weeks later, I received a phone call from the drywall finisher and this was only after I persistently called Serge and repeatedly inquired when he would be able to find me a dry wall finisher.

In the end, on august 18, the drywall finisher patched the drywall, but insisted that Serge said he would not cover the painting of my ceiling wall. In the end, I sent a follow up email to Moore Russell addressed to both Rob and Serge and explained that a drywall patch is not water proof and is still permeable to moisture without proper bathroom paint. I even offered to paint it myself, but only asked that the company reimburse me for my supplies ( a paint brush, roller and the matching paint). As of yet, I haven't heard a reply back from Moore Russell after 48 hours when I left voice mail on Serge's cell phone and again when I wrote an email addressed to their company. So, after all of this, they only did a half completed remedial job of patching my ceiling without painting it and by refusing to paint it, they still left it moisture prone to mold.

A copy of this letter will be sent to various parties whom I believe will be an advocate of consumer protection. As I have purchased this through Costco Canada, they will be provided a formal written complaint and also Jim Moore, the owner and operator of Moore Russell.

Costco Canada, Better Business Bureau, Yellow pages review, homestars review, Google review and other relevant online reviews or social media will also be updated based on my experience with Moore Russell.

As a result of this experience, i'm advising other people who may be contemplating installing a furnace to stay away from Moore Russell heating and cooling. They will find ways to negate their duties and have very poor customer service follow up and communication.

Anthony from Vancouver