Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moore & Russell Heating & Air Conditioning Ltd installed a heat pump for my home on May 11, 2023. The price of the heat pump is more than CAD$ 24,000. The installation process turned into a nightmare when their electrical technician negligently drilled a large hole from the first-floor ceiling through the second-level floor in the wrong place, causing significant damage to my townhouse. At the time of the incident, the technician admitted that the damage was * ****** ** ***** *********** They assured me that Moore and Russell would take full responsibility for restoring the affected floor area to its original condition. However, when I contacted with the installation manager, he promised to cover the repair costs but all he provided was the contact information of an unavailable handyman scheduled months later. Despite explaining the urgency of the matter due to my wife's imminent delivery and the need for a safe and comfortable environment for our newborn, they displayed a complete lack of concern. Later I made multiple calls to their customer service, each time being assured that my case would be treated urgently and that the branch manager would call me back within 48 hours. However, not a single return call was received. Finally, on August the sales representative told me they would pay me CAD$ 3000 to cover the damage, but after that, there was not any follow-up message. It is astonishing that they believe they can evade duty of care and full responsibility for the damage caused to someone's home based on personal judgement. Throughout this entire process, Moore and Russell have shown no remorse or provided any apologies for their actions. Considering the significant amount I paid them for the air conditioning installation, I am deeply disappointed with the service by Moore and Russell. I am requesting Moore and Russell to pay me the damage fee incurred as soon as possible. These damages were caused on May 11 at 13-7028 Ash St, Richmond.

• Initial Complaint

  Date:28/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  26. ****** Subject: Complaint Regarding False Investigation, Negligence, and Misrepresentation and ************ *** ** ** ******** *** ********* *****  I am writing to address a distressing situation that has arisen from my interaction with Moore and Russell Heating Company and ********* ******* through a promotional offer by ****** *********.In May 2022, at ****** *********, I participated in a promotion where Moore and Russell Heating Company was introduced for handling and installing a heat pump. Two options were offered: a discount via a ****** shopping card and financing through ********* *******. Trusting ******, I proceeded, completing forms for both companies to obtain credit for Right Time ******.However, I discovered Moore and Russell conducted a false investigation, neglecting crucial factors like required electrical capacity. They also failed to consider the feasibility of upgrading the panel. The project never started and never proceeded.To my dismay, ********* has deducted monthly payments since June 6th, 2023, for unreceived products/services. They revealed borrowing over CAN$41,000 in my name, transferred to Moore and Russell without my knowledge or consent.This situation involves false investigation, negligence, and misrepresentation by Moore and Russell. Monthly payments for undelivered services compound the issue.Attempts to communicate with all parties were futile. The three companies deflect responsibility.I kindly request:Investigate Moore and Russell's false investigation, negligence, and misrepresentation.Review *********'s claim of funds transferred to Moore and Russell using my identity for a cancelled project.Review the loan agreement to rectify unjustifiable monthly payments deducted from my account.Provide fair compensation for financial losses, inconveniences, and distress caused.I am prepared to pursue legal action and involve authorities if a satisfactory resolution is not achieved.Thank you Sincerely,**************************

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a 2 tonne AC unit basis the sales person recommendation less than a year ago. Since installation, i called multiple times to share that the cooling is not sufficient. After multiple contacts and some due to a break down, the same sales person called back and tried to blame the break down for the less cooling. I have been trying to see if they have can switch the unit to a bigger unit.

• Initial Complaint

  Date:30/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Moore & Russel install a heap pump and EV charging unit on 04/07/2023. The installation was excellent. However we have been waiting over six weeks for a correct invoice. We are unable to claim our rebates and government loan as the invoice is incorrect. I have been trying to talk with a manager as no one seems to understand that information on the invoice they have sent has been rejected by the government company who overseas the process. I have called on numerous occasions every time some one promises that a manager can call back and they so far they haven't. Apparently there is no way for the office person to put me through to a manager and the sales rep has no idea how to correct the invoice or the time/interest to do it properly even after having a conversation and sending emails with the information. It is highly frustrating.

• Initial Complaint

  Date:16/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a heat pump system in October 2021. There were many issues with the installation but in the end, we were able to work them out. I had communicated with their sales agent and asked what would happen if we didn't qualify for the *****s that we bought the system based upon. I was told (in writing) that the company would reimburse us for any *****s we did not qualify for. There was a remote associated with the heat pump that was back ordered (the system could not be turned on without the remote). We followed up multiple times and went through a winter with no heat in two of our bedrooms through the winter (utilized bedrooms by family members). The company was not responsive to our many calls asking about the order until April (my sense is that it was there several months before but there was so much turnover and disorganization in the business that the order never was completed.) Once the remote was installed there were issues with the system that took several visits (all by someone new each time who needed to familiarize themselves with the issue) before it was fixed. Once we were able to get the post evaluation done required for the ***** we were told we were past the 6-month deadline. I have reached out to Moore and Russell a minimum of 5 time s again and my emails and calls are not being answered or I get a CSR letting me know they will call me back (*******) and all of a sudden when I call she's on another call and will call me back (nope) or is out of the office. I have tried to work with them to resolve the issue to no avail.