Reviews
HA
02:38 05 Mar 26
**Near Fatality - Avoid at all costs**
Moore and Russell installed a flue gas line with a new furnace. As you can see in the pictures this Flue gas line was open and venting into my garage. I only found this issue after getting dizzy from the fumes after working in my garage. This is likely from Carbon Monoxide poisoning which can be fatal. Moore & Russell never sent an apology or reached out to explain this issue.
Apart from this their sales team was incompetent and had to change design day of install which led to a reduction of my rebate.
Go to Reliance or anyone else. I would give negative 5 stars if possible.
**Edit: Moore and Russell reached out shortly after this review and offered to clean the mold that this issue had caused. They came promptly and rectified the mold issue**
Moore and Russell installed a flue gas line with a new furnace. As you can see in the pictures this Flue gas line was open and venting into my garage. I only found this issue after getting dizzy from the fumes after working in my garage. This is likely from Carbon Monoxide poisoning which can be fatal. Moore & Russell never sent an apology or reached out to explain this issue.
Apart from this their sales team was incompetent and had to change design day of install which led to a reduction of my rebate.
Go to Reliance or anyone else. I would give negative 5 stars if possible.
**Edit: Moore and Russell reached out shortly after this review and offered to clean the mold that this issue had caused. They came promptly and rectified the mold issue**
Cameron McRitchie
17:59 04 Mar 26
We had our furnace inspected/serviced by Nickie G. Friendly, efficient and knowledgeable.
John Trigardi
16:46 04 Mar 26
Scheduled a normal furnace check up and an issue was discovered. Nick was great as he reached out to for support to arrange for a replacement furnace - we were very fortunate to have a replacement installed same day.
Thank you Nick for alerting us to the issue and initiating the replacement furnace.
Thank you Nick for alerting us to the issue and initiating the replacement furnace.
Carrie ye
16:38 04 Mar 26
Nickie. G did a very good job today! He is super nice man and gave a detailed check of the machine.
Jim
21:39 23 Feb 26
If the person from Moore and Russell arrives and asks for the manual to your unit, that should be a sign that they don't know what they are doing.
We had an error pop up on our combi-boiler, so I called Moore and Russell (I had great service from Thomson Industries before they were taken over by M&R). They were quick to send someone out. However, this person did not seem to know much about our boiler. It was showing an error code, so he wanted the manual to see what it meant. We have had this error code before, so I told him what the issue was, but it seemed he just ignored my suggestion. After reading the manual, then googling the error and playing around with the boiler (not sure what he was doing except wasting time), the service guy phoned the manufacturer service line to discuss the error. The guy at the manufacturer told him the issue (which was the same issue that I told him when he arrived). He attempted to fix the issue; but in doing so ended up flooding the boiler (great for the electronics!!) and then struggled with putting the pieces back together (who knows if he damaged anything else). He also did not clean the sensor properly, so it still showed the error even after he put it back together. In the end, they ordered a new sensor.
When the new sensor arrived, a different service guy came out to replace the sensor. He knew what he was doing. He saw the error and knew what it was related to right away. No issuing in replacing the part (no flooding the unit, no forcing the parts back together like the first guy). This guy was a great guy.
Unfortunately, the first guy has really tainted my view of Moore and Russell. I have called Moore and Russell twice after this experience to talk to a service manager to complain about the service I got, but no one ever returned my call. It is unfortunate that a company doesn't care to call you back to listen to your experience and try and improve. Maybe they don't care what the customer thinks as long as they get paid.
We had an error pop up on our combi-boiler, so I called Moore and Russell (I had great service from Thomson Industries before they were taken over by M&R). They were quick to send someone out. However, this person did not seem to know much about our boiler. It was showing an error code, so he wanted the manual to see what it meant. We have had this error code before, so I told him what the issue was, but it seemed he just ignored my suggestion. After reading the manual, then googling the error and playing around with the boiler (not sure what he was doing except wasting time), the service guy phoned the manufacturer service line to discuss the error. The guy at the manufacturer told him the issue (which was the same issue that I told him when he arrived). He attempted to fix the issue; but in doing so ended up flooding the boiler (great for the electronics!!) and then struggled with putting the pieces back together (who knows if he damaged anything else). He also did not clean the sensor properly, so it still showed the error even after he put it back together. In the end, they ordered a new sensor.
When the new sensor arrived, a different service guy came out to replace the sensor. He knew what he was doing. He saw the error and knew what it was related to right away. No issuing in replacing the part (no flooding the unit, no forcing the parts back together like the first guy). This guy was a great guy.
Unfortunately, the first guy has really tainted my view of Moore and Russell. I have called Moore and Russell twice after this experience to talk to a service manager to complain about the service I got, but no one ever returned my call. It is unfortunate that a company doesn't care to call you back to listen to your experience and try and improve. Maybe they don't care what the customer thinks as long as they get paid.
Valerie
23:03 18 Feb 26
My entire experience with the Moore and Russell team was fantastic. Nickie G who came and assessed our furnace was very knowledgable and informative. Jansen was easy to deal with for the quote and to Mardin for the installation, it was quick, efficient and well done.
I will be calling them back for future work.
I will be calling them back for future work.
David Browne
23:00 01 Jan 26
I knew I wanted a hot water heater but?
1) have a really ugly exhaust stack freshly drilled through the side of my house without my permission or knowledge.
2) during install they turned on all the gas lines to my backyard without knowing where they go. One was venting loads of gas into the yard after they left. Now if I was a smoker……….
3) I was not told much of how a tankless heater works, just a sure it can be done and sign this loan document.
4) The hot water actually takes a long time (many minutes) to get to the taps. The unit has already randomly shut off mid shower. For the very ample price tag of $8200 one would think the unit would be the one with a recirculating pump which is not very expensive $4000 installed at other companies it turns out.
5) they booked me in with a different tech apparently so I took a day off to meet them. Nobody advised me at all that they could not honour their word so after calling in to find out this day off is wasted here we are.
1) have a really ugly exhaust stack freshly drilled through the side of my house without my permission or knowledge.
2) during install they turned on all the gas lines to my backyard without knowing where they go. One was venting loads of gas into the yard after they left. Now if I was a smoker……….
3) I was not told much of how a tankless heater works, just a sure it can be done and sign this loan document.
4) The hot water actually takes a long time (many minutes) to get to the taps. The unit has already randomly shut off mid shower. For the very ample price tag of $8200 one would think the unit would be the one with a recirculating pump which is not very expensive $4000 installed at other companies it turns out.
5) they booked me in with a different tech apparently so I took a day off to meet them. Nobody advised me at all that they could not honour their word so after calling in to find out this day off is wasted here we are.
Richard
01:41 11 Nov 25
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.
Mike B
16:43 08 Sep 25
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.
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.
K. L.
00:47 26 Apr 25
Nickie G provided exceptional air conditioner maintenance service. He was professional and thorough in his work. He clearly explained the process, addressed all concerns, and ensured the system was running efficiently. Highly recommend for reliable and quality service!
Liz Stockman
01:55 25 Apr 25
Every time the guys from Moore and Russell come out they do a great job and are very professional. Nickie G was my technician today and he was an absolute star! Very thorough, ensuring all work was done and kept me informed of all maintenance being completed.
Craig McLeod
00:40 25 Apr 25
Nick G did an amazing job with the maintenance of our heat pump, providing professional, friendly service and really going above and beyond for a standard service call. Would highly recommend
Prince Edward
20:11 24 Apr 25
After Couples times of services, Brandon worked hard and found the leaking issue, also fixed some issues from installation. Well done . Thank you Brandon.
muriel henry
19:58 24 Apr 25
Nick was very thorough and took the time to explain his steps in performing a heat pump service.
CRISTINA Ferreira
02:47 24 Apr 25
Had our yearly furnace maintenance done by their serviceman Nick. He was on time, did his work and provided a thorough report to us and cleaned up when he was done. Exceptional service!
Sylvie Martineau
02:33 24 Apr 25
Jansen was amazing from the beginning and clearly explained the options we had with our newly purchased older manufactured home. He understood our goal and made sure all our needs were met with a clear plan. He even came back and helped us fill out the rebate form online so it would be done correctly. He’s a gem! Thank you!
Keith Vernon
23:52 23 Apr 25
We had an outstanding experience today from Nickie G. His annual review of our air conditioner and furnace was extremely well done. He took much effort to explain each step of the process and has a great personality. A true professional and deserves 5 stars
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