Moore and Russell Heating & Air Conditioning

The tech team arrived on time at 8:45 (specified time 8:30-10:00). Zach, the person in charge explained what needed to be done and how they were going to do it with our approval. The work involved the replacement of the gas furnace and the installation of a new heat pump. The work was done efficiently and we were informed every step of the way. The team was competent and knowledgeable about their work. They work well together and the whole job was finished around 4ish before Zach explained to us the setting on the thermostat. He tested and double-checked that the system works. We had a very good experience with their work. Our neighbors were very impressed with the 4 green Moore & Russel vehicles that arrived at various times to do the job. I would highly recommend this company to anyone.

After an initial glitch with the installation of our new air conditioning unit, we were fortunate enough to connect with Raymond who, with the help of his colleague, ensured that our new unit was installed to our complete satisfaction. Raymond went above and beyond our expectations and went the extra mile by identifying and correcting a vent issue on our furnace. He took the time to explain the operation of the unit and he wouldn’t leave until we inspected the work that was performed and any questions we had were answered. Raymond clearly takes immense pride in his work and he demonstrated his superior work ethic at our house today. In addition, as a show of consideration for the installation glitch that we experienced, Raymond indicated that M&R will provide us with a free complimentary servicing of our furnace and A/C unit next fall. So, overall, a big ‘thumbs-up’ to M&R (and especially Raymond) for the installation of our new unit.

We had the pleasure of working with Andrew and Nathan who installed our air conditioning units. They displayed a very high degree in knowledge with the entire process from beginning to end. We did a walk around and they highlighted some ideas that we would have never thought of. By the end of the process, we actually deferred to what they suggested because they knew exactly what would work and not work with the layout of our house. After the installation, Andrew took the time to walk through how the system was setup outside, how the units work, what to expect and the suggested annual maintenance to ensure the warranty stays in place. They finished the entire installation in 2.5 days, and we couldn't be happier. I actually asked Andrew if he had something where I could write a review on his behalf because the service was outstanding. I would highly recommend Andrew for any of your future heating or air conditioning needs.

We had Matt Newton and Afshin as our installers. They arrived on schedule and completed the job quickly, Very satisfied with their service. I would highly recommend Moore and Russell to anyone. Five stars!

We had Ed, Liam, and Trey as our installers. Professional and courteous through and through. Once they arrived, we didn't have to lift a finger - they moved around what they had to and didn't disrupt our day (we work from home), except for the very occasional question. Always wore masks and took off shoes in the house, despite having to go up to the third floor constantly. Even though the job took a lot longer than expected (3 days instead of 2), they worked through it efficiently and pleasantly, even staying 10 hours the last day and answering all our questions before leaving. They also tidied up and vacuumed every time before leaving. Highly recommended. Sarah, who did our initial assessment and quote, has followed through with us till the end and went to bat for us against Strata to get this done. Invaluable.

We are happy to give Ray at Moore & Russell a Five Star rating! Most of the components of our heat pump were destroyed in a fire late last Fall, and it was uncertain if there was anything left to salvage. We had been told by two other technicians that it was a lost cause. But a new heat pump would cost thousands, and the parts (not labour) were still under warranty, so we reached out one last time. And we are so glad that we did, as Ray was certainly up to the challenge! He responded quickly to assess the situation, ordered all the parts needed to get the heat pump back up and running, and conducted the repairs as soon as the parts arrived. The heat pump has operated perfectly ever since, and for a fraction of the cost of a new one. We can't thank you enough, Ray!

Contracted for the installation of a new Heat Pump and replacement Furnace through Costco (Moore & Russell Heating and Conditioning). The installation team showed up on time and the lead, Zack did an excellent job walking us through each step of the process, letting us know what to expect and when decisions needed to made during the process. The installation included adding a new heat pump that required routing electrical cabling and copper lines to the furnace room through a fully finished basement. The team was careful and courteous in our home, and they demonstrated pride of workmanship and a customer satisfaction focus throughout the job. We had an excellent experience with Zack, Liam and the team and were very pleased with the interaction and quality of their work. All work areas were was left clean and tidy and they made sure all our questions were answered and we were fully inform and satisfied before they left. Would happily recommend the Moore and Russell team.

TLDR, Don’t expect fast responses for after support service or the big rebate offers. Installation will potentially destroy anything around drywall. Bought a heat pump & gas combo furnace after the heat dome last year. Was initially very happy with the service and easy installation. The heat pump and furnace have performed well since, although it does have a random short screeching sound that I haven’t been able to resolve, best guess is when it was changing from gas to heat pump during winter. During the sale process the “big” rebates were highlighted for installing the heat pump and it was explained that they get completed after the install after you get the invoice. Several weeks and months pass and I didn’t receive said invoice. Several phone calls and emails still nothing. The next calendar year I finally receive the invoice and links to the rebate page. I was quite disappointed to find out that some of the rebates need to be completed before the install and the rest have expired as I didn’t get the invoice in time to apply. I should add as well, I was initially happy with the install process but I ended up finding a few issues a week or two later. In one section of the install the contractors had to cut a section of drywall to move a cable through, I offered to move what was in the closet out of the way but they said they could work around it. I thought nothing of it, but when I went to go use the cycling backpack that was stored in the closet I found it (and everything else in the closet) was covered in drywall dust and debris. I pulled everything out and tried to clean what I could (the backpack was not salvageable). More recently while doing some spring cleaning around the house I stepped on a random cable tie down with one screw going through my shoe. I did a good search after and found 4 randomly sprinkled where the new power cable was installed.