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.
Ceston Carino
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July 11, 2025
Nick G. knows what he does and how to do it well. Not only is he informative and knowledgeable, his passion for his work shines through. I was only expecting a technician to come and add sealant to the duct cover as per my request, which he did exceptionally well, but he also ended up doing a maintenance on my two indoor units and the compressor outside. He added rinse-free foam in the fins of the indoor units and (low)power washed the outside compressor. He is incredibly experienced and deserves all the recognition.
Rob
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April 16, 2025
Recently we had Moore & Russell install a new high efficiency furnace and heat pump in our house. We were very impressed from the moment the salesman (Jansen) arrived, to the day when Jimmy (technician) completed the install. Everyone is very professional and courteous. Most importantly they have a 10 years parts and labour warranty which not everyone provides. I would recommend this company to anyone that is wanting HVAC equipment. Great Job!
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575 Seaborne Ave Unit 3105 A, Port Coquitlam, BC V3B 0M3, Canada
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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.
Nick G. knows what he does and how to do it well. Not only is he informative and knowledgeable, his passion for his work shines through. I was only expecting a technician to come and add sealant to the duct cover as per my request, which he did exceptionally well, but he also ended up doing a maintenance on my two indoor units and the compressor outside. He added rinse-free foam in the fins of the indoor units and (low)power washed the outside compressor. He is incredibly experienced and deserves all the recognition.
Recently we had Moore & Russell install a new high efficiency furnace and heat pump in our house. We were very impressed from the moment the salesman (Jansen) arrived, to the day when Jimmy (technician) completed the install. Everyone is very professional and courteous. Most importantly they have a 10 years parts and labour warranty which not everyone provides. I would recommend this company to anyone that is wanting HVAC equipment. Great Job!