Russels Heating and Cooling Review

I had used Russell's Heating and Cooling in the past and was pleased. We had a leaky toilet, and I called Russell's. Grant Smith came out on 6/13/19. He was friendly, polite, well mannered, and explained in detail the costs of fixing our old toilet, or purchasing a new one. We chose the new toilet. He asked if I had any other concerns, and I told him I was thinking the hot water heater probably needed replacing, as it was placed in either 2000 or 2004. We also had a valve under the sink that was frozen in place. Grant came out again today, 6/14/19 to install a new toilet, water heater, and to fix the valve under the kitchen sink. One of his associates, Alex Brooks, finished his job early, and came by to help Grant. They both were very nice, and thorough, and left everything very clean. Grant showed me the work after they had finished. I was very satisfied and pleased with the work they performed at our house.

Markece and the team he led were professional and efficient, answered all of our questions, and cleaned up after their work. We would recommend them to friends.

My HVAC system died, and Russell Heating and Cooling was very responsive. Came out immediately, and assessed the situation, offered alternatives, and scheduled an immediate install of a cost effective new system. Elliott was my installer, arrived on time, was very professional, efficient and considerate (covered carpets to make sure they remained clean). Great job, Russell HVAC!

They are very professional and very clean and neat.

Thank you Chris for providing excellent service on a short notice. My wife and I really appreciate your professionalism and the personal touch you showed. Because of your commitment in taking care of your customers, you have a client for life. Best regards to you and the Russell Heating and Cooling family.

Chad was very friendly and professional. Laid out my options and gave me his recommendations.

Andrew arrived to install two AC units in my attic. After our initial greeting, I knew that my install was going to be ok. Andrew was courteous, professional, and prepared for the task. From the start, Andrew was focused on what I wanted. He asked all the right questions and put 100 percent effort into making my home more comfortable. He kept me informed throughout the day and kept my house organized and clean. Due to possible bad weather, Andrew also stayed late into the evening to finish job. Andrew exceeded the normal customer service standards. He is an impressive young man. Very satisfied.

We used Russell's a year ago to install our furnace and they have always been on time and professional. We just had a technician out to fix our AC unit outside. They are never pushy about buying a new system but lays out all our options. The technician was on time and very professional.

The service technician, Roderick Mowatt, arrived promptly and began to immediately diagnose the problem with my A/C unit. He was friendly and considerate throughout our encounter, and I appreciated his sensitivity to my situation. I also noticed that he praised his employer which is an important quality I enjoy seeing in employees. Overall, I had a very satisfying and encouraging visit.

Roberto Autry was the tech that came out to look at our system and help us decide what to do. We elected to purchase and install a system. He was incredibly helpful and knowledgeable.

Russell's Heating and Cooling service pro Dustin Wilson and his helper Kyle did a professional job in removing old system and installing new heating and cooling system. I would highly recommend them to anyone needing heating and cooling service.

Rocco Catalano home visit, service provided was above and beyond! went the extra mile to solve thermostat problem as well as expert routine service. Thanks Rocco!

Never again. 2 summers in a row and my central air conditioner is still leaking into my bathroom. The customer service is poor and the manager has still yet to call me after asking more times than I can count. I've had these guys come and repair the unit 6 times and every time it's been the last technicians fault. I guess the jokes on me. Still waiting on a call from that manager so I can get my new unit. If I can recommend anything it's that you never call them for service . Maybe a bad public review will be what it takes to get a response from someone who can actually help me from this company.

I'd give neg stars if able. Stay away from this company they've changed this past year. Integrity none existent and I WAS a long time, loyal customer for years. Even bought my new HVAC from them about four years ago for cash. Almost$12K. Had a normal service call in Dec right after the tech left only cold air was blowing from vents. Called and he returned. He admitted to leaving jumper cable tools on unit which caused no heat. No biggie...humans make mistakes. We said thanks and he left. Next morning woke up to no heat or cold coming from vents with system showing heat on! Called and they sent a diff tech out that day. Tech got heat working again after a short bit, stated something about the float and may have been caused by air coming in vent(I have invoice with his wording if anyone would like me to send to them) and a second invoice stating that he found a pin hole leak in system that would cost me around$800 to repair! Remember a diff tech was just out day before and stated all was good to go and my $12k system that's under five years old from Lenox has been running great until the winter service! Anyway, after seven calls to main office with ZERO return calls i FINALLY was able to speak with a manager. She stated things happen to new systems and would honor the$195 Lenox part warranty but rest would be on me. I was furious..was advised by a diff business friend not in HVAC business to get a 2d opinion. I did. I paid for a diff local, family run company with integrity still(Metro Mechanical) to come and check out my system. After a thorough two hour check the tech stated no leak and my system was GTG. My loyal business and$$ is now going to Metro Mech as they truly seem to be like Russell's USED to be. SHAME ON YOU RUSSELL'S and hope you don't last long doing business as you're now choosing to do business. STAY AWAY FROM RUSSELL'S HVAC if you want an honest, capable company with good techs taking care of your HVAC needs. All of this tool place approx Dec14-28th. Not one phone call was returned. Disgusted I supported them for so long.
Edited 23 Jan: I FINALLY recd a response from owner AFTER leaving this review. My response to this is to late. I was MORE than pacient and I posted my response to this attempt.to'make it right' on my FB page. Your company has changed this past year. Sad since lots of loyal customers are finding more businesses failing in integrity these days. I highly recommend Metro Mechanical for anyone looking for a true family run company that still has integrity and a team that cares.

Russel's Heating & Cooling did a great job installing new duct work throughout our attic. They finished in a very timely manner and were extremely attentive via texts and phone calls throughout the entire process. Also, when we needed an additional service call, Justin was very friendly and discovered/fixed our problem in less than an hour! I highly recommend their services.

Alex was straight up and was professional and quick with his job.

Bottom line, everything works great with my new HVAC and 50 gallon water heater! Both Dustin and his young helper were professional, personable, clean, prompt and very down to earth. They answered every question even after I asked twice because I did not understand a few things. He went over everything to ensure I was content; even climbed back up in the attic with me to ensure I was happy with the installation. I forget the young man s name that was helping Dustin but again, he was a great compliment, as he was very willing and eager to do what it took to get the job done.

From start to finish, approximately 2 days (Friday and Saturday) I was really impressed with Russell's service. Particularly, Dustin who was the lead on the install. He showed up at 815 am and went to work by walking thru the areas as he explained to me what he was going to do and then went to work. Two other guys showed up an hour later and they also went straight to work after a friendly greeting. They unloaded the new equipment and then removed the old equipment. They cared for my carpets and hallways and gave me the red carpet treatment. They had to remove the trim from the attic to fit the old and then the new furnace thru the attic opening. They tested the new furnace at the end of the first day ( we had heat!) and set up the air conditioning unit. They cleaned up and promised to return early the next day (around 8:00 am) to complete the job. I could not wait until the second day!

The second day has come and gone on our installation and really, I could not be any happier. Of course, the old water heater was even drained then carried out. The new water heater was even brought up and lifted into the attic. I was watching TV downstairs with my wife and did not even notice they were so quiet. A new 18 seer a/c, energy star furnace with zoning and 50-gallon water heater were all installed.

We have had many visitors to our home within the last few weeks gathering estimates, but I am happy we decided to go with Russell s and even better, I am VERY happy to have had Dustin complete our install! He really went above and beyond to ensure we were satisfied! Thank you Russell s for sending Dustin. Best install ever!

Jacob was absolutely terrific! Very professional, courteous, knowledgeable, and patient. He answered every one of my questions and took all the time I needed to fully understand any issues with our units. This is the third company I have called out for heating and cooling and I will definitely be sticking with them. Admittedly they are not the cheapest in town; but they are, by far, the most professional, clean, knowledgeable, and friendly company I have worked with. Absolutely worth every penny. I would highly recommend Russell's and Jacob!

HVAC tech let me know approximately when he'd be here which helps contain furry friends and/or kids. The tech let me know what he found as he was reviewing our gas furnace and gave good recommendations on what to look out for as well as honest recommendations for fixes. The maintenance plan is affordable and a good value.

Roberto was an excellent Service Technician. Initially we called for a A/C System Safety Check. However, when he arrived, we found out based upon his keen diagnostics, that there were other issues that needed resolution. He provided extremely knowledgeable information that not only helped us as homeowners, but also gave us confidence and insight into how to be more proactive with our HVAC system. Roberto was courteous, efficient, and patiently answered all our concerns and questions. So far, we are highly satisfied with our first visit dealing with Russell's Heating and Cooling.

First let's get this said...I've always thought Russells did good work at fair prices.
In January of this year I scheduled a tech visit to my home re concerns about hot exhaust gases from my heating unit installed by you blowing on the gas feed lines.I was told and I accepted that there would be a $75 service charge for the home visit. The tech arrived took a look at the situation and assured me there was no danger. He then went to his truck, got a small piece of sandpaper and some black spray paint, rubbed a small area of the pipe which had a little rust spot on it, and shot some paint on the spot. Total time on my property (including the time needed to write up the bill) was less than 10 minutes.The bill was $144. In other words I was charged $69 for a moment of sanding and a quick shot of paint. I probably should have questioned this at the time and thought it might be some company policy or minimum billing procedure but wanted to avoid any type of confrontation in public in my driveway. I called Russells after that to get the answer and voiced my concern. It wasn't company policy and I said that the charge was excessive for the work that was(wasn't) done, After conversations with a couple of people I was offered a $50 refund which I thought was a fair compromise. I was told it would take some time to process this.After a month I hadn't heard anything so I again called and inquired about it. I was told they were working on it so I again waited for several weeks. Still no contact
It's now June and I to ask ..what was the problem? That was a week ago and so now I'm under the impression I am being ignored.
I know this is only $50 and that will not negatively impact you or me at all monetarily but now we're getting into the area of integrity and character.I don't even care if you didn't offer the refund...but you did. If you offered then I expect you to deliver. I've spent thousands of dollars with your company over the years and I did so because of your reputation and the belief that you did good work and backed up what you said. I've even referred you to several of my friends and family. Again,it's not the money. it's the idea.
It seems the only path I have left to resolve this is to push back publicly :re reputation and integrity of Russells. That's not my normal way of handling things but I seem to be being ignored. I own a business here also and living up to and exceeding expectations is important...I know. So let's not get into the weeds on this and just do what you said you would do...and we can move forward.
Bob Woods
Pres. Woods Financial

We recently had a new heating/cooling system put in our house and also our daughters house. Berto Autry was a wonderful help in getting us signed up and started for both installations. The gentlemen installers were very personable and extremely efficient. Our unit was up in the attic and there was absolutely no mess or damage to our house. Their preparation and cleanup was amazing! We heartily recommend Russell's Heating and Cooling. They will do a great job for you.

We had a tech, Roderick, come out for a loud arcing sound from our outside unit. After 2 hrs of "fumbling" around inside and out, he said I needed a new contactor. I paid him $298.88 to install the contactor. That evening my outside unit was making a loud arcing sound again. I called Russell's and Berto A. was on call. He came out and immediately found wires grounded out and sparking. He made the repair but said I didn't need the new contactor. He was very professional and knowledgeable. The next morning I called Russell's asking for at least a partial refund since I paid for an unnecessary part. They approved a FULL refund immediately. I'm giving Russell's 5 stars because of Berto and Russell's treating me like an important customer and not taking advantage of the situation. I've used Russell's in the past and will use them in the future.

Andrew and his team installing my new HVAC unit were great, highly recommended. They were timely, professional and thorough. Andrew explained any detail that I had questions about and offered his direct line for any future issues.

Excellent installation by Keith and Dillan. They were super professional and knowledgeable. I recommend Keith and Russell's for your next HVAC installation.

Tech was very professional, friendly and courteous. His work is top notch. He verified everything that the salesman told as correct, answered all my questions and explained everything when he was finished. He made sure all work was done to perfection and left no mess in my home. Outstanding job by Andrew and Russell's Heating and Cooling.

Excellent service. My heatpump unit kept freezing and dripping water and I thought there was some major (and expensive) issue with my system, but Rob came over and after a quick visit it turns out a dirty filter was the only issue. Any other company could easily have swindled me, but this was a quick and simple fix. Change your filters monthly, even if they are "3 month" filters. I managed to find cheap ones at Taylor's Do It Center at a fraction of the cost. Thanks Rob!

Roderick was my technician for today, and what an amazing person he is. His insight and professional knowledge helped to return my A/C to working condition where the past few techs before him failed miserably! Straight forward no nonsense man no BS and no "This or That" might be the issue. He taught me a thing or two about the intricacies of the world of H VAC and laid things out for me in a clear and concise manner. I strongly recommend this gentlemen and this company to those in need of service. I will definitely be using Russel's service again and again!

Grant Smith just did an amazing job in unclogging our kitchen sink. He also advised me on how to take care of our drain pipe and stuff. He answered all my questions, and explained the things that I need to know about the state of our plumbing issues clearly. I would rate his skills, knowledge, and service FIVE STARS PLUS. Thank you Russell's for sending an outstanding staff today.

Roderick did a great job assessing the problem with my system. He knows his stuff and is very thorough. I'll call on Russell's Heating and Cooling again. Service is excellent and the price is reasonable. Thanks so much!

Andrew Tucker did a great job with our install. We have been a customer for Russell's for a couple of years now and we are very pleased with their service.

Service was done professionally and on an acceptable timeframe. The technicians were knowledgeable, helpful and friendly.

Russell s Heating and Cooling has been our highly trusted and valued source of HVAC equipment and service for many years! They really are all about great customer service, by arriving on time, working quickly and neatly, as well as communicating to their clients exactly what they are going to do! There is no better example of this than Service Technician Roderick Mowatt! Yesterday, Roderick used his extensive knowledge and experience to assist us with addressing several home inspection issues for the HVAC equipment in our rental property. Thank you, Roderick for another job well done and the peace of mind that it was done correctly!

Justin was the technician that arrived to service my call he was very respectful, knowledge, informative and did an AWESOME JOB. I recommend Justin to anyone needing any type of service he will ensure you are informed and do an exceptional job.

We recently called Russell's because our HxThermostat had stopped responding via WiFi. We tried everything, but could not get it to work. Russell's set up the appointment (which included our one-year system check-up), and gave us a two-hour window with a promise the technician would call 20 minutes prior. Right on time, Jacob K arrived (in fact, Russell's sent a Google Maps link prior to Jacob's arrival so we could see exactly where he was!!!) and proceeded to work diligently to correct the problem. He spent a good deal of time on the phone with a tech rep until he was able to diagnose and get the thermostat up and running properly. (Note: The problem was with our iPhone link to the WiFi, not the thermostat itself!!!) He also was thorough and purposeful in his checkup of our HVAC system which was installed last year. Overall, we recommend Russell's highly....from the sales person to the installers to all of the tech reps (especially Jacob!)...everyone is professional, well-trained, and so pleasant to deal with when a problem arises. We're so glad we bought from Russell's!

I had a great experience with this company! They came out the same day my AC broke and I made the phone call for the repair. They texted a picture of the service man who would be coming to my house with his history of experience. The service man was very friendly and was quick to identify the problem and solve it! I would recommend this company!!

I couldn't be more pleased with Russell's Heating and Cooling and their associate Alex Rohr! Alex arrived yesterday, after getting a courtesy call from the Russell's office staff letting me know he was on the way, which is always a big plus in my book!
Alex was there for our system check-up to make sure that everything was running and working, as it should be! Alex was very thorough, conscientious, courteous and friendly! He described everything that he was going to do for our system check-up, before he got started. He was very helpful and even offered to exchange our ceiling air return filter while he was there! The appointment was very quick and in no time I was signing his iPad and then receiving our statement via email! Love that Russell's takes full advantage of the latest technology! We've used Russell's for many years now and I highly recommend them to everyone! You won't be disappointed! Thanks, Alex...

Berto Autry was on time. Explained to me my problem with my AC and had me back up and running quickly.

Plumbing. Replaced valves and installed a new toilet.

I couldn't have more pleased with the professionalism of your HVAC technician, Rocco Catalano not to mention his positive attitude with a smile. He also answered any & all questions I had & I did not have to clean up one crumb of dirt when he was done. Personally, I do believe you have a real asset to the Russell's Heating & Cooling team. I plan on purchasing a new unit next year from your company & if this employee is still working there, I will be requesting that he is the technician sent out to install a new unit from your company. Keep hiring qualified, professional and friendly employees like him that make customers like me want to continue to do business with your company! Thank you

I called for a estimate, and 2 hrs later I had new water heater installed. Grant and David was a good team. Knowledgeable, friendly and worked well as a team. Im very pleased with the service from beginning to end.

You are obviously doing the right things, for the right reasons, and doing them the right way based on my recent experience.
So, I expected I was getting new duct work. That s what Andrew, David, Jerry, and I discussed when my wife and I committed to the work.
However, when Matt and Isaiah arrived on Monday (Apr 12, 2021), I soon discovered that I was getting a fully optimized HVAC system that leveraged my current 3-ton split system. They assessed each room supported by the system to balance airflow throughout the house. They assessed the return air system where they discovered return air was undersized since it was designed for a 2-ton system. They replaced that too. They added an addition return air in the room over garage to increase air volume to the system. This will pull hot summer air from the room over the garage, which will dramatically reduce the heat buildup and enable the window A/C unit to get some relief during hot summer months.
In terms of value, I couldn t be happier or more surprised by what Russell did for my family. But there s something else that runs deeper
Andrew, David, Jerry, Matt, and Isaiah were all aligned, focused and anxious to solve my problem the problems I knew about and the ones I didn t know I had. Each one approached their work with energy, persistence, and care combined with unquestioned knowledge of what needed to be done. And all were happy to do it. There was a noticeable confident humility in each of them.
None of this happens by accident. It s too pervasive. It s too consistent. It s too excellent. It must be intended and it must be a singular focus of the leadership team for this to happen. Once an organization determines what performance really is, then all things align to make it happen. Russell has figured it out. Russell knows what they want to be and all things, from my perspective, are aligned to make it happen.
Congratulations for cracking the code on how to do the right things, for the right reasons, and do them the right way. Congratulations for recognizing, recruiting and developing talent such as Matt and Isaiah. They are truly terrific, happy, hard-working, smart, caring. They would be referred to as "unicorns" in many organizations. I suspect recruiting, developing, and retaining top talent is also intentional. I m almost sorry I don t have more for them to do. But when I do, Russell will be the first ones I call.

I want to thank Andrew T. and his brother David for being absolute professionals in the installation of my new heating furnace and air conditioning units. They were very polite, they explained how the new system works and how the warranty works. They completed the job 2 hours ahead of time and cleaned up behind themselves which was great!. I recommend them with the highest of recommendations. Again, thank you.

At our annual checkup, Harrison did an outstanding job. He was an excellent communicator and seemed truly interested in having our system work its best. He made some good suggestions which will save me money in the long run. He was an excellent technician and works for an excellent company.

I am writing this review about Berto Autry, a service technician for Russell's Heating and Cooling. This man was one of the best technicians that I ever met. The experience, knowledge, and professionalism that he had was top notch. He was especially real courteous doing the whole process of letting me know about my heating and cooling. I had a compressor that was bad or almost totally gone on my heat pump and without his honesty and knowledge I would probably be between a rock and a hard place. We sat down and he told me my options and at the end of the day I bought a new heat pump, got a good deal with the rebate that he offered and I can rest at ease thanks to Mr. Autry. If Russell's other employees are like him, WOW!!!!!!, what a great company Russell's Heating and Cooling is. Thanks Mr. Autry.

Took a little longer than I was expecting but I feel like he was very thorough and it was likely necessary. Very professional and friendly.

Berto was very thorough in checking my system and explaining the issues that I was having with it. He wanted to make sure that he answered any and all questions that I had and the options that were available to me including the prices. I didnt feel like he was bothered or annoyed by me asking so many questions and going through different scenarios with him. He also wanted to get me the best price that he could. Berto was very pleasant to deal with. Thanks Russell's Heating and Cooling.

I will update my review once the service technicians arrives. I had a problem where I didnt get a phone call from the technician after it was past my scheduled time. I called their number and talked to Savanna and she was incredible. I was not the most polite person not having the technician show up after I took the day off however she did some calling around, put me on hold about 5 times but kept trying till she was able to find a technician that could fit me in. So instead of 1 to 3 pm I now have a 3 to 5pm.

Having a phone rep like Savanna (hope I am spelling her name right) is crucial for a company and I hope they realize the fires she puts out on a daily basis. Now I am keeping my fingers crossed on the technician being able to fix my heating. Will update..

As promised the service technician showed up and thank god he was just a regular guy who made me feel comfortable having him in the house. He told me a little bit of the history of my system since he has serviced it before. He took the time to teach me how my dual system work since i havent ever owned one. He walked me through the system and showed the different settings to be aware of. He went into my attic found a broken part. Had one on the truck and fixed it in 30 minutes.

I went from a bad experience with my appointment not being scheduled properly to having everything fixed within hours. I highly recommend Russell Heating and cooling.

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Technician came out on 12/16/18 for scheduled heating system inspection. After some time in attic came down and told me there was a gas leak in the system and I would need a new unit. I explained I would need to call around for quotes and would get back to Russell s. Questioned if I would be safe using system over the weekend since a gas leak is very dangerous, he said I would be fine. This was my first indicator that he was lying. I asked if he was going to report the leak to VA Natural Gas, he said it wasn t that bad, even though he could smell gas in the attic. Again, I was suspicious that he was lying since I was sure VA Natural Gas should be called if a leak. I asked more questions, like where the gas shut off valve was and he couldn t answer. He repeatedly assured me I would be safe over the weekend until I could arrange for a new heating unit. He informed me he would turn off the unit at the thermostat since there was a leak and that I would have to turn it on for liability issues. With him standing right next to me I turned the system back on. One hour later I noticed the house was very cold. I called Russell s and explained that a technician had just been out and that my system worked fine before he arrived and now suddenly I had no heat. I was told no one could come out to my home until possibly the next day. I explained that it was unacceptable and insisted on speaking to a manager. I was told the person didn t have access to a manager s contact information. It was at that point I knew she was lying to me and insisted that someone contact me to resolve this within 30 minutes or I was contacting another company to come out and that Russell s would pay the bill. 30 minutes came and went and I heard nothing so I contacted Mike Straddeck & Assoc and explained the situation. It was after 8 on a Friday night by this point so I was told I would be charged more. Within 15 minutes the technician was here and up in the attic. He informed me he smelled no gas. After some investigation he told me the Russell s technician had disconnected two wires from the gas valve. He then reconnected them and the system was working fine. He was suspicious of the Russell s technician disconnecting those wires because in the event of a gas leak he said the valve should have been shut off. He concluded that the Russell s technician had sabotaged the system. While he was further checking the system to be sure it was safe, the Russell s customer service manager called. I explained all of this to her and she agreed that her technician had acted improperly and that she would credit the cost of the inspection and reimburse me for the repairs to get the system running again. I have sent the receipt from Mike Straddeck and emailed several times over the past few weeks and have not had a response. They did not credit the charge for the inspection, I had to dispute that with my credit card company and no reimbursement of the $142.40 charged by the second company coming out to fix the sabotage.

Nice experience with Russell's. Mike Hale was super friendly and helpful. The AC unit runs better now, and all for a good price. Will be calling them again.

I had the best answer to what was going on with my system and and now help with fixing my system

Russ s did a phenominal job as always. Jason and his team are professionals and ensured all their work is second to none. I would recommend this service to anyone!

I'm surprised they're still in business. They don't return calls and don't even record the right information down. I've talked to them twice and I'm STILL not in the system!

This has been the worse investment! Ever since I had my AC/furnace replaced it s been nothing but trouble. Half the time it doesn t work, I have to keep calling the company for someone to come out. I was told by now they should have notified the manufacturer but they haven t. They just keep throwing a band-aid on it. Everyone who comes out it very professional and apologetic, but that doesn t help when the NEW unit stops working.

I called when they opened this morning to repair my AC unit, and 2 hours later Rocco was here diagnosing my problem. He was professional, friendly, and had my unit repaired and tested in about 30 minutes.

Extremely satisfied! Chance is fantastic, extremely knowledgeable, very personable. Great at giving advice on how to update my unit and being able to explain the long term benefits of the update.

I want to commend Chad Tisdale, HVAC Tech for Russell's Heating and Cooling. I have a dual zoned heat/AV system. I placed a trouble call that very little air was coming from the upstairs vents compared to the flow of AC in the downstairs vents. The first tech pushed a wire and the air started flowing out better. So we assumed a wire was just loose. The next month when I turned on the AC again upstairs, the air flow was minimal again. I placed another call and the 2nd tech tested power to the main board--no problem. Unfortunately, he couldn't reach the damper due to the tight space, so they sent a third tech another day. The 3rd tech, Chad Tisdale, was able to reach the damper and adjusted the weight. He also noticed that a lot of air was leaking from the unit and made some corrections, but advised that the install team needed to come out to patch additional leaks. I really appreciate Chad being thorough and spending the time to try and isolate the problem. More air is now coming out of the upstairs vents! Looking forward to the install team completing the patching so the duct work is working properly!

If I could give them a zero rating I would. I've been without A/C since Friday May 24th, it's now Monday the 28th. My unit is 5 years old, still under warranty and was serviced in February. I have breathing difficulties and can't be without A/C for very long. Regardless they can't get anyone here to look at it until Tuesday evening. I was told they don't have enough technicians and they're closed today because of the holiday. Most HVAC companies are on call 24/7, not them. Don't call this company, they don't care about their customers or their customers health.

Update: 5/31/2018.
Technician arrived on Tuesday, took him 5 minutes to find the problem. A/C still not working. No one has any information on the part needed, not sure if they have it or it has to be ordered. After me calling them several times I know nothing. They'll call me, but don't. Day 7 of no A/C.

Update: 6/2/2018.
I finally have a working A/C unit again. It only took 9 days. The tech never came in the house to make sure cold air was coming out of the vents. That was the problem, no air coming out of the vents.

Jake was excellent in diagnosing and performing a repair to our system. He was professional, informative and most of all, sensitive to the current virus outbreak situation. He was considerate in ensuring he limited his time inside our home and around my family members. I appreciate the care he took in ensuring our system was running efficiently and the time he committed to answering our questions. I'm glad we chose Russell's.

Andrew & David Tucker exhibited a thorough knowledge of the equipment and the installation process. They are both hard workers and provided exceptional service. I am very pleased that they were the technicians sent out to replace my HVAC unit. On the installation process I give them 5 stars. However 2 years and 2 months later my Lennox compressor bit the dust. I had a 10 year warranty on the parts but only a 1 year warranty on labor. It cost me just under a thousand dollars to get it replaced by Russell's. You would think after paying $10,000 for a whole new HVAC unit that they would have covered it. Then the billing process was a nightmare somehow I wound up with 2 account #'s My account was current and paid up to date but I kept receiving past due letters and emails. I sent corresponding emails back along with many phone calls. The problem is still ongoing......

All personnel involved from estimate to install of the new Hvac system were personable, knowledgeable and professional. Highly recommended!

New unit started to rattle and I was able to have it serviced the same day! Roderick was very kind, knowledgeable, courteous and did a fantastic job in fixing the unit. I feel confident that if it starts back up or if anything else happens that I will be taken care of..thanks!

Andrew did an terrific job at my house. He and his associate were here on time and immediately stated to work. Left everything clean and explained all details. Thanks Andrew.

Quick, honest and thorough. Very friendly and did a professional review of my old HVAC, made recommendations and executed a perfect replacement.

Andrew and Harrison installed a new AC and heating unit today. They were very professional, friendly, neat, and informative. Thank you.

Fantastic installation. Very professional and exceeded expectations. Russels was very accommodating and made sure my experience was top notch. It only took 3 days from getting a quote to have a completely installed system!

A/C didn't work when starting up this spring. Handler was new 2 years ago. Rocco came out, and explained that the handler and condenser (outside unit) were not compatible (due to different refrigerant). Quoted 4k for a new condenser. A simple Google search turned up that an expansion valve makes units compatible. This was installed on our unit. A different technician swapped out the faulty fan motor for $350 and now the system works great. The impression we got was that Rocco was here more to sell a new system than give an honest repair estimate...

I worry for the other customers that aren't as resourceful and more trusting than I am... spending thousands of dollars replacing a perfectly good system.

Keith K and his team (Russell's heating and cooling) did a great job very professional.

Installers Chance and his partner did an excellent job installing our new York LX series gas/electric package. Works perfectly. Very professional technicians. Thanks Russell s!

My 15 year old HVAC system failed around Thanksgiving and I called this company because they had great reviews. Berto was the service tech that came out the following Tuesday, the soonest they could squeeze me in. He was prompt, professional and expedient in looking over my system. He offered to replace parts but recommended replacing the system, which is what I was expecting as I'd had been experiencing issues for several months. We reviewed the available options and they were able to schedule me that Friday. Andrew T. and Harrison were my service technicians for the installation of my new HVAC and were quick, professional and walked me through using the new thermostat. They left my house cleaner than when they started and were able to install everything in one day, which I honestly didn't expect. Awesome experience and I will definitely recommend to friends/family. Thank you!

Chance assisted with installation of my new heat pump. He was polite and professional, and he and Andrew worked as a team. Chance went above and beyond as I often heard him offer to accomplish a task for Andrew. Both gentlemen took care to protect the floors and did a thorough job in cleaning up. You can't go wrong with Russell's.

This has been one of the worse companies i had ever had to deal with
Recently had a split unit install in my house by this company back in December haven't been able to use it fully yet seven times they have been out to so call fix this unit going on eight times the last three times they sent one person out to look at it then was told that he would send someone out to repair their mistake days go by no call back had to call to see what was going on just blew me off three times this happen i will never use this so called company again and i strongly recommend you don't either

After using Russell s for several years to service an old boiler that was in our home when we bought it. (Rob was knowledgeable and honest with everything!!) my husband and I recently made the decision to upgrade to central heating and air. Jeramie Bottoms and his team of men can be counted on 100% to do excellent work. They relocated my water heater, installed a gas furnace, a/c unit, and ran all new duct work for our home. Everything looks amazing and the temperature feels great! These guys were honest, personable, and did a truly excellent job!!! Eddie, an electrician, worked a little magic which prevented us from having to a blank outlet in our home right outside the main bathroom. He corrected a problem without me even having to ask!

Russell s Heating and Cooling has the best men for whatever work you need - They have a guy for everything! Clearly there s a reason they have been in business for so long!! I would recommend to anyone!!

Markece and Michael Deadwyler did a great job replacing the whole HVAC system in one day. The were very professional.

Both Corey and Adam where great and explain everything in language I could understand. The job was done in the time they said they would do it. I recommend Russells heating cooling without a doubt!

Andrew and Dave came in the morning and were great through the whole installation. They were quiet, unobtrusive, and laid down mats and wore shoe covers inside. When they were finished they cleaned up after themselves - even in the spots where the mats had spilled - and showed me everything before they left and took questions. Great service overall!

Jacob provided exemplary service! My cat had climbed down a register vent and was possibly in the ductwork . Jacob was able to locate the cat and return him safely to me. This was above and beyond anything I could have reasonably expected from a service call. I am extremely grateful for Jacob's outstanding service.

Justin was a very professional and knowledgeable technician Solved our issue quickly and went above and beyond to ensure the job was done right! Next time you call, ask for Justin.

Harrison was on time and very professional. He did a great job checking over the whole unit and explaining in detail any recommendations. Highly recommend this technician and company.

Excellent service!! We had an emergency plumbing issue after a previous plumbing company tried to fix it unsuccessfully. Marcus from Russell's fixed the issue within an hour, correctly within 24 hours of contacting them.. I will definitely recommend this company anytime.

Worst AC company on the face of the planet. I've been dealing with him back and forth for 3 years now with a unit that they installed. It is never worked right since the day it was installed and I have given them so many chances to try and fix it and every time they have either failed or made it even worse. I'm going to have to take them to court to get my money back for the horrible unit that they installed because trying to get ahold of someone that actually works at that company is impossible. And trying to speak with a manager about a proper resolution is also impossible. Stay away from those guys at all costs!

Very good and efficient. Repaired our flower cooler. We are happy to use Russell's for all of our cooling needs.

Mr. Mowatt arrived and started right to work troubleshooting the issue we had with our HVAC system. He was able to isolate the issue and get us back in service. Sad part is the location of the unit in the attic made it feel about 110 degrees and he worked through it. Great technician. Company should know they are blessed to have a man such as Mr. Mowatt. Thank you, Sir.

Harrison showed up on time. He performed the seasonal maintenance to my HVAC unit. He was professional, courteous, and he appeared to do a thorough job. He made some recommendations on how to better maintain my system. He also informed me of other services the company is currently providing.

Russell s came out on a Friday afternoon to perform a yearly system service on my 1 1/2 year old unit that was working perfectly fine before the visit. I bought the unit from them and had them out to perform the prevention system inspection/tune up. I noticed today, Saturday, that my A/C Unit is not keeping my house cool. I call them up and speak to a rep who tells me a technician will call me back. I get a call back about an hour later from someone who I m pretty sure wasn t a technician and was completely rude. They tell me that they can t come out until tomorrow to fix my a/c unit that they broke or at least caused to not work properly. So, Russell s, I m not impressed with your customer service! Thanks for another hot night that only cost me $160.00!
UPDATE: I m raising my review to 2 stars because they sent a technician out on Sunday morning. The technician was super nice. Apparently they were going to charge me an additional fee but he said he would take care of it since it was their fault. The apparent cause of the problem was low Freon which probably leaked out somehow during the service, because that was one thing they supposedly checked. Also, the office had no record of my previous service 2 days prior. The office seems really unorganized and poorly managed. But, to the technician, I wish I had gotten his name, thank you!

Rocco arrived and was very courteous and professional. He was very thorough in identifying the problem. He took time to explain the problem to me and the interventions he made to correct the problem. I so appreciated the kindness that showed and the efficient way he worked.

It's only the first couple of hours but already I feel a difference in my home. Thank you to Chad for being so helpful and patience. I have the worst crawl space imaginable and he went back and forth underneath the house to find the root of the problem. Thank you for his dedication when many have said there was no problem (yet there was no air in the house). Russell's pricing was fair, compared ]\/to what I found/ researched online for duct work. This was honestly one of the few companies that were willing to do duct work during the summer time when many scheduled me for the end of August. Had the best experience, hopefully I won't need them for any other major repairs but if I do I would definitely use their services again.

Super disappointed with them as of late. They have installed equipment in my home that their techs don't even know how to service and I have called multiple times just to get a phone # for YORK and no one can give me a phone #. Extremely agitated right now.

UPDATE
I received a call from Buddy to apologize for the problem and offered a solution to make things right. My satisfaction is restored.

Our installation technician was Dustin Wilson. I couldn t have asked for a smoother HVAC installation experience! Dustin and his team arrived on time, kept us informed and updated through the entire remove/installation of our new system and showed us at the end how to utilize the new system. Dustin did a walk around showing what he and his team did at the very end and ensured that his team had cleaned up once all the work was completed. I would highly recommend asking for Dustin on your next removal/installation project!

***REVIEW EDIT***

I m updating my 3 star review to 5 stars.

Every company may have a few negative experiences and it comes down to how they handle those and respond to them in my opinion. As I stated below, we ve worked with Russell s a few times, to replace our HVAC was a great and very positive experience, we left feeling truly valued customers and happy with our service. The subsequent plumbing service we received was not a good experience. The plumber asked for a review so I left an honest one. Well Russell s contacted me directly today and overwhelmingly redeemed that negative experience. I m so impressed! The woman that called was genuinely concerned with my experience, apologetic and made it right financially as well.

Every company can t be perfect but I truly feel like Russell s tries and when they miss they care to make it right and keep your business. They ll be keeping mine! Thank you for such kind follow up!!!

I ve used Russell s for hvac and plumbing and spent (in my opinion) a significant amount of money with them. When we replaced our HVAC we knew it was pricey and not the most competitive cost but they were timely and the gentleman we worked with was super kind and professional, we just went with them. Since then, having them come out for plumbing in our new home it seems like we MUST being overcharged and today when they came out for some drain snaking and to look at a toilet that had a comb flushed down it by our young child...$550 later I was told it can t be fixed and we need to replace the whole toilet with a $700 plus toilet on top of the money already spent. That would put us at almost $3000 in for mostly minor plumbing fixes over the last 3 months. And now $550 today without my primary need being actually fixed, not without spending another $700. The plumber was also not very friendly, I felt like he was frequently talking down to me. Especially when I mentioned that last time we received service they couldn t come out for two days and still charged me a service call fee of $72.50 when I found out after the fact, according to their website they do not charge if they can t come out same day. When I called to schedule them to come out to address my toilet issue they told me to mention the oversight in them charging me for the service fee during the previous visit to the tech today for some kind of cost break and when I did he got very upset with me. Not a positive experience having spent so much with this company over the last year between two properties to have spent over $500 today and still, according to them have a toilet that altogether needs to be replaced. I can t help but feel like I m getting taken at this point.

Jason was very knowledgeable and did an outstanding job. Thank you!

We have a service contract with Russell s and we couldn t be more pleased with their friendliness, service, and timeliness when arriving for a call. Harrison B. was pleasant, personable and thorough. Thank you Russell s!

I would NEVER let anyone else touch my HVAC. High ethics and attention to detail always. Buddy Smith has built a wonderful company with a foundation of excellent customer service.