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.
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.
Lokesh Bhogte
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May 23, 2025
Getting some work done at home and had to move the AC unit from one wall to another. After doing some research and calling couple of service providers, only Moore & Russell called and promptly arrived for initial look and see. They called before, arrived promptly. Brandon was very professional, asked questions had a look around gave honest feedback, no beating around the bush, gave the quote.
Went ahead with the work, on the day also called before, came on time and finished the work on time.
Brandon and Nick were very professional, respectful. I am very happy with the result.
Highly recommend using Moore and Russell.
Shawn Braddick
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July 22, 2025
Great job! They were informative and helpful. There was a couple of small details that needed to be fixed and they sent out the team the very next working day and fixed everything. I was very impressed and pleased with everything to date. Also the air conditioner they installed is extremely quiet.
Veronica Betancourt
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September 27, 2025
I had a technician, Nick over to do the annual cleaning of our A/C unit and the fall maintenance furnace, Nick explained all the details, provided helpful tips and did a great job. Thanks for your good work.
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575 Seaborne Ave Unit 3105 A, Port Coquitlam, BC V3B 0M3, Canada
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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.
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.
Getting some work done at home and had to move the AC unit from one wall to another. After doing some research and calling couple of service providers, only Moore & Russell called and promptly arrived for initial look and see. They called before, arrived promptly. Brandon was very professional, asked questions had a look around gave honest feedback, no beating around the bush, gave the quote. Went ahead with the work, on the day also called before, came on time and finished the work on time. Brandon and Nick were very professional, respectful. I am very happy with the result. Highly recommend using Moore and Russell.
Great job! They were informative and helpful. There was a couple of small details that needed to be fixed and they sent out the team the very next working day and fixed everything. I was very impressed and pleased with everything to date. Also the air conditioner they installed is extremely quiet.
I had a technician, Nick over to do the annual cleaning of our A/C unit and the fall maintenance furnace, Nick explained all the details, provided helpful tips and did a great job. Thanks for your good work.