Poor Service

I found out about Moore and Russell when grocery shopping at a wholesaler. Having my natural gas furnace serviced by a major HVAC-R company several years ago I knew that I was really pushing the 35 year old furnace in my home. I have been dreading for years having to spend the large sum of money in a proper, high efficiency forced air furnace but I knew that this winter I had to have my unit replaced. After researching what I thought would be the most ideal set up, I decided to discuss my options with the staff at Moore and Russell.

The sales person at the wholesaler gave me a business card, which stated 24 hours availability. I called during regular working hours to ask questions regarding my heating/cooling requirements and no one would answer the phone. I called several times and there wasn't even a voice mail option. I called again the next day to receive the same problem, no one answers their call. Finally, on the third day I was able to get a hold of someone, who then transferred me to someone else after a lengthy wait. My original plan was to have a heat pump, with a heat recovery ventilator system. I was told that the in order to determine the best system, I would have to have an inspection with an estimate for my needs. This made sense as I understood it would be difficult to address my concerns without viewing my home.

As a business owner I am very busy and have very little time so I expect that appointments be held and communication is always open. I made an appointment to have them view my home, and on the first occasion they cancelled and on the second occasion they did not even show or call to inform me. This was an extreme inconvenience to me as I had to take time off work. Finally I told their sales representative that they have to view my home when I am finished work, roughly around 8:00PM if they plan to ever do business with me. They reluctantly agreed and did actually show up, although about 10 minutes late. Their technician opened up my furnace and looked at the thermostat, ducting, electrical and did quite a thorough job explaining everything to me regarding the history of the company, the work they do and how they stand behind the products and services they offer. I was beginning to feel that this company was professional but just had some recent bad luck with communication. Unfortunately I was left disappointed when I was given the work plan plus a bill for the estimate. The work plan did not discuss any detail about the unit they planned to install, it's specifications and warranty nor the detail regarding it's installation. It simply stated "Remove old furnace and replace". And to receive a bill for the estimate after which their sales representative told me it would be free of charge is a complete business blunder. I told the technician that I would not pay him as I was told the estimate was free and that I would not choose them for the installation.

From start to finish this company lacks any sort of organization, and fails to deliver on what promise. The wording used by their staff would falsely make them appear to be professionals but it seems to be nothing more than a sales ploy to enter an agreement to purchase their services. Overall I am happy that I did not follow through with having them replace my furnace and I do regret wasting all this time with them. I would strongly encourage anyone to avoid this company all together.