Moore & Russell Heating Ltd

We recently replaced our furnace and added an AC unit from Moore and Russell. There were multiple issues early on that included them bringing a furnace that didnt fit in our furnace room on install day. Then not returning our calls and lots of broken promises before finding a unit that would fit. Finally we had our furnace and AC unit installed. The AC unit barely cools our house at all. I placed multiple calls into Moore and Russell and didnt receive calls back. Finally I placed a Google review stating the facts and they called me to ask about my bad review and sent someone out to the house to look at the AC unit. They said that the information the sales rep gave us was incorrect but that they could do an adjustment that would help, it did not. Our AC unit still doesnt cool our house at all.
They supposedly sized our house and did heat loss calculations and assured us the AC unit would cool our house but it doesnt. The AC will not cool our house below 24 degrees.
I feel taken advantage of and feel like that they just said what they had to to get the sale. Finally after multiple visits from Moore and Russell repair people they have acknowledged that there was an issue with the unit and replaced it under warranty. Although they are still stating that it wont cool to the levels I was promised by the sale person. The manager said we should have known it wasnt possible to cool to the level the Moore and Russell salesman said would. We are not experts in this field and trusted the experts at Moore and Russell.
My advice is if you are going to use this company, do your own research and/or get a second opinion because they dont stand behind what their sales people promise. We got rid of our portable window air conditioners because they said the measurements of our ducts and the unit would cool our entire house. But it does not.

We found water tank leakage on Friday night and contactdled Moore and Russell for urgent service. Great that they sent Jimmy over today and get it replaced. Jimmy is very professional and nice. He helped to replace my olde water heater out from closet and cleaned all areas afterwards. I will definitely recommend the service to any of my friends who has the need in future.

Jansen Kris and Ronid made the installation of my new dual heat pump a breeze!they were professional informative and most of all patient. What a great team!

would not recommend by any means- damage to our home. Left to repair ourselves- pictures speak for themselves (please check google review for images)

2 zone ductless heat pump installation. Very well done though later on we noticed that somehow another thermostat was disabled when it shouldn't have been, looks unintended, but we noticed way later. Would have been perfect otherwise.

R&M's service was excellent from the start with Caleb's assessment and pricing to Mardin and Nathan's on time arrival and installation of our furnace.

Hamid was very efficient, quick and personable. He explained everything that he did and answered all of my questions fully and succinctly.

Great technician.

We had a 3-head Lennox ductless mini split system installed in Sept 2023. There were some problems with the installation with the refrigerant lines protruding from our wall too far to close with drywall, but they did send a tech to fix that problem pretty quickly. 6 months later, we started smelling something musty and gross like old gym locker from all of the heads. They sent a tech to check it out and diagnosed it as having mould growing in the heads, despite them only being 6 months old. They scheduled us for a servicing which said would clean the coils and take care of the smell issue, which we were charged ~$200 for. The tech spent 15 minutes at our home, told us the system was working fine, and didnt clean anything. The heads still stink. Overall, what started as a good experience has been soured by this smell that renders the units unusable.

The service person arrived on time and was efficient in his maintenance. He provided advice on how to assist in keeping the furnace in top condition

Had Moore cone to see my house and give an estimate on a heat pump. The person, Caleb, that came by took the time to go over everything. Other places just came in, measured things and left. These guys took the time to fully understand what my home needed. Great experience.