Business ProfileforMoore & Russell Heating & Air Conditioning Ltd.

We have replace our conventional water tank to a tankless water tank back in September in 2023. That installation was done at *****************************************************************. I will kindly summarize what happened. The water heater has installed back in Sep. 2023. Since the first day of installation, the system never worked properly, we do not have hot water consistently. it also shows error code 12, and having alarming sound. We have contacted Moore and Russell Heating and Air conditioning company, which is the original installer to repair. They have sent technician several times, at least 6 times, and the problem has never been fixed.We request an exchange to the conventional water tank or return of the product on the first day, we did even refuse to sign the installtion completion and satisfaction agreement, but they refuse to do so. They also refuse to disclose their return and exchange policy. But on the website, it clearly shows they offer 2 year gaurantee to repaire , replace or refund. Moore and Russell keep saying they are going to send technicians, but we cannot always let them send technician over and over. we have our own job to do, we could not just stay home every time for a 4 hour window, and waiting for their technicians to look at the issue. The most important things, they fail to fix the issue, they have tried at least 7 times with different technicians, but no one is able to fix it.It is very cold this weekend, we cannot live without having hot water, plus this issue has been almost 4 months, and never been fixed. Please kindly help us to solve the problem.