Moore and Russell Heating & Air Conditioning

I pay Moore & Russell to service my furnace every year. In September 2025, their maintenance technician came to perform the annual service and everything seemed fine afterward.

Fast forward to February, when our furnace suddenly stopped working. A Moore & Russell technician came to inspect it and within about five minutes determined that the issue was simply a dirty flame sensor. When I asked whether this should have been cleaned during the annual maintenance, he told me it absolutely should have been - but it clearly wasn’t.

The technician himself suggested that I call the company to dispute the service charge for the visit. I have now contacted Moore & Russell three separate times over the past week, and each time I’ve been told someone will get back to me within two days. No one ever has.

I would strongly recommend NOT paying this company for furnace maintenance. If they can't do their basic maintenance properly and customer service won’t follow up when there’s an issue, the service simply isn’t worth it.

**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**

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.

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.

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.