We were VERY impressed with Jimmy W’s workmanship! We’ve had several others try to troubleshoot our heat pump issues with no luck. Jimmy took the time to listen to our concerns then systematically figure out what was wrong and corrected the problem. Great fellow, we are so appreciative that he was the one who was sent to our home. We will ask for him again in the future.
Jeff Epstein
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November 18, 2025
Love the pre-service communication from the company, very helpful. Their location tracker was way off — the technician rang my doorbell but was allegedly still 20 minutes away 😄. Not an issue at all as he arrived within the promised window, so all good.
Once here, Nickie G was polite, courteous, and professional. He took the time to walk me through the furnace service call in detail - more than I needed but still appreciated.
All in all a very positive experience and I would happily use Nickie again.
Adam Biddlecombe
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July 22, 2025
I don’t usually leave negative reviews, but after multiple frustrating experiences with Moore Russell, I feel it’s important to share.
We had a heat pump installed by their team about two years ago. During the installation, one of their apprentices improperly set up a ladder, which slipped and crashed through my closet organizer—destroying the bottom shelf. Accidents happen, and I let that one go.
This year, we decided to move forward with having the rest of the house outfitted. We booked the job, confirmed everything, and then three days before the scheduled install, I got a call from their electrical contractor saying they couldn’t proceed because a permit hadn’t been secured for our townhouse complex. This was the first time anyone mentioned this. Why wasn't this flagged earlier? The last-minute notice shows a serious lack of communication and planning.
More recently, we discovered a leak coming from one of the A/C heads in the kitchen. We booked a service call and were told the tech would arrive between 8:00 and 12:00. He showed up at 11:00—with no ladder—and had to borrow one of ours. Upon inspection, he said the leak was due to improper installation and insufficient insulation, which caused condensation to build up and leak down the line. He also commented that part of the reason this happened was likely due to a lack of regular maintenance.
That’s simply not true. We’ve had routine maintenance every spring and fall since the system was installed—except this past spring, which we simply couldn’t schedule due to time constraints. To suggest this was caused by neglect is inaccurate and deflects from the real issue: a poor install from day one.
The technician didn’t charge us for the visit (likely because it was their error), but he also left without cleaning up the water or mess he made during the inspection.
All in all: poor communication, questionable workmanship, and a frustrating lack of accountability have defined our experience with this company. I would not recommend Moore Russell to anyone.
Brian Davidson
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November 12, 2025
A big shout out to one of your technicians Hamid A. for making sure our furnace is well maintained. He has been to our home several times. He explains everything in great detail and also recommends improvements. He is very knowledgeable and a great technician.
Mike B
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September 08, 2025
An absolutely absurd installation for our low-rise condo. September 9th will mark our fifth appointment & fifth month on a mini-split system.
The first appointment was a site assessment by an electrical tech. It seemed to go fine. The only issue identified was potentially interlocking the range with the new system.
For the second appointment, the HVAC was installed functionally but unsightly. As for the electrical, the tech basically threw their hands up and said they could not work because of a missing conduit fitting. They showed no urgency in making up for the on-site debacle. We ended up with a powerless HVAC system for one of the hottest spells (Canada Day week).
For the third appointment, the power was installed, but the conduit & decommissioning of the baseboards were left unfinished. A tool was also dropped from the ladder, leaving a small but deep gash in our new flooring. We heard the loud bang, yet only noticed the damage a week later when we were cleaning the floor. The tech didn't even bother to tell us.
For the fourth appointment, HVAC deficiencies were rectified as best they could be. The baseboard heaters were decommissioned and the conduit was "finished". The tech almost took the wrong sensor. I had to get them to put it back before they left.
Our fifth appointment is coming up. It's to reinstall the conduit. Apparently, the tech didn't know that it had to be fastened. They just stuck it to the wall with the adhesive backing, which we learned is only meant to hold it in place during install.
This has been the most disorganized, amateurish execution of a project that I could have imagined. And trying to connect with a higher-up to get the project back on track or reimbursed was nearly impossible. M&R's the-general-manager -will-contact-you response is a farce. The company just says that to address Google/Facebook/BBB reviews. No one with authority follows up unless you chase them, multiple times via multiple channels.
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We were VERY impressed with Jimmy W’s workmanship! We’ve had several others try to troubleshoot our heat pump issues with no luck. Jimmy took the time to listen to our concerns then systematically figure out what was wrong and corrected the problem. Great fellow, we are so appreciative that he was the one who was sent to our home. We will ask for him again in the future.
Love the pre-service communication from the company, very helpful. Their location tracker was way off — the technician rang my doorbell but was allegedly still 20 minutes away 😄. Not an issue at all as he arrived within the promised window, so all good. Once here, Nickie G was polite, courteous, and professional. He took the time to walk me through the furnace service call in detail - more than I needed but still appreciated. All in all a very positive experience and I would happily use Nickie again.
I don’t usually leave negative reviews, but after multiple frustrating experiences with Moore Russell, I feel it’s important to share. We had a heat pump installed by their team about two years ago. During the installation, one of their apprentices improperly set up a ladder, which slipped and crashed through my closet organizer—destroying the bottom shelf. Accidents happen, and I let that one go. This year, we decided to move forward with having the rest of the house outfitted. We booked the job, confirmed everything, and then three days before the scheduled install, I got a call from their electrical contractor saying they couldn’t proceed because a permit hadn’t been secured for our townhouse complex. This was the first time anyone mentioned this. Why wasn't this flagged earlier? The last-minute notice shows a serious lack of communication and planning. More recently, we discovered a leak coming from one of the A/C heads in the kitchen. We booked a service call and were told the tech would arrive between 8:00 and 12:00. He showed up at 11:00—with no ladder—and had to borrow one of ours. Upon inspection, he said the leak was due to improper installation and insufficient insulation, which caused condensation to build up and leak down the line. He also commented that part of the reason this happened was likely due to a lack of regular maintenance. That’s simply not true. We’ve had routine maintenance every spring and fall since the system was installed—except this past spring, which we simply couldn’t schedule due to time constraints. To suggest this was caused by neglect is inaccurate and deflects from the real issue: a poor install from day one. The technician didn’t charge us for the visit (likely because it was their error), but he also left without cleaning up the water or mess he made during the inspection. All in all: poor communication, questionable workmanship, and a frustrating lack of accountability have defined our experience with this company. I would not recommend Moore Russell to anyone.
A big shout out to one of your technicians Hamid A. for making sure our furnace is well maintained. He has been to our home several times. He explains everything in great detail and also recommends improvements. He is very knowledgeable and a great technician.
An absolutely absurd installation for our low-rise condo. September 9th will mark our fifth appointment & fifth month on a mini-split system. The first appointment was a site assessment by an electrical tech. It seemed to go fine. The only issue identified was potentially interlocking the range with the new system. For the second appointment, the HVAC was installed functionally but unsightly. As for the electrical, the tech basically threw their hands up and said they could not work because of a missing conduit fitting. They showed no urgency in making up for the on-site debacle. We ended up with a powerless HVAC system for one of the hottest spells (Canada Day week). For the third appointment, the power was installed, but the conduit & decommissioning of the baseboards were left unfinished. A tool was also dropped from the ladder, leaving a small but deep gash in our new flooring. We heard the loud bang, yet only noticed the damage a week later when we were cleaning the floor. The tech didn't even bother to tell us. For the fourth appointment, HVAC deficiencies were rectified as best they could be. The baseboard heaters were decommissioned and the conduit was "finished". The tech almost took the wrong sensor. I had to get them to put it back before they left. Our fifth appointment is coming up. It's to reinstall the conduit. Apparently, the tech didn't know that it had to be fastened. They just stuck it to the wall with the adhesive backing, which we learned is only meant to hold it in place during install. This has been the most disorganized, amateurish execution of a project that I could have imagined. And trying to connect with a higher-up to get the project back on track or reimbursed was nearly impossible. M&R's the-general-manager -will-contact-you response is a farce. The company just says that to address Google/Facebook/BBB reviews. No one with authority follows up unless you chase them, multiple times via multiple channels.