Excellent installation of a Mitsubishi Mini spllt system. The service Pro, Elliot S, was knowledgeable and ensured we understand how to use the system. Cleanup was excellent and care was taken during the installation. Russell's has provided installation and maintenance of our systems since the house was built in 1985. Outstanding Company with outstanding technicians.
I was really impressed and completely satisfied with the amount of time it took to respond and repair my system by Russell's HVAC. Rob [redacted] the service technician, was very knowledgeable and professional.
Alex [redacted] arrived on time, was clean and in proper dress.. He immediately began his inspection of the HVAC system. He wore proper shoe covers while in my home. He was pleasant and appeared well trained. I would recommend him.
s/James x [redacted]
I would like to commend Jacob [redacted] of Russell's Heating and Cooling for the professional service he provided me on Nov. 18, 2016. He was courteous and pleasant and did a great job servicing my hvac equipment. I would recommend him to my friends and family.
I read other reviews before choosing Russell's Heating and Cooling.
I also wanted a company that dealt with Lennox brand, heating and cooling systems. I had two heating and two cooling systems installed. I was replacing my original Lennox systems that turned thirty years old last year.I was pleased with the service provided by Russell's employees. Dustin [redacted] was our installation mechanic. Dustin was always respectful of our property from beginning to the end. Right now, I am pleased with the work that has been done. It has always been my opinion, what makes a product last longer begins with the proper installation by a qualified, knowledgeable mechanic and yearly maintenance. Thanks.
Mr. Chris xxxx a technician for Russell's Heating and Cooling was very courteous and explained what was going on with my system. He immediately knew that my heating/ cooling system was not functioning properly. He did several test to determine the function of my system. He was friendly and helpful. I would recommend him to service anyone home or commercial business..
I had Russell's diagnose and install a new blower motor. Rob [redacted] was the service tech. The problem was identified quickly and a new blower motor ordered. When the motor arrived, it was quickly installed. Rob did a great job and explained his work nicely. The only problem I had was in getting the part from the parts company. The problem was diagnosed on a Saturday and the motor did not arrive until Tuesday. Russell's did get expedited shipping and did not charge me for that. Overall, very good service and I will continue my annual maintenance contract with them.
They really worked with me with the scheduling for several days since my schedule is crazy. Chance [redacted] was the tech that came to my home. He greeted me and was extremely professional and courteous. I called the company for a second opinion after I had a new system installed, by a less than reputable company, that wasn't working properly. I explained my unit issues to Chance and he listened attentively. He took his time to determine the problem and offered solutions for the future. He was so warm and expressed empathy for the hassel I'd endured with the other company. I am now a Russell's customer for life and will be requesting Chance for the next service call. CHANCE DESERVES A BONUS. I'M GLAD COMPANIES STILL EMPLOY HONEST, HARDWORKING PEOPLE LIKE CHANCE!
Technician Roderick [redacted] replaced our condenser fan motor. He apparently made the installation properly. The air conditioning unit is now operating satisfactorily.
At his first visit, he had me check our filters. I replace them every two months. But I did not do it on schedule July 1st. So they were quite dirty. I immediately replaced them. I appreciated him reminding me about it.
Mr. [redacted] was polite and professional. I would be pleased to have him service our unit in the future.
Mike ** just finished a tune-up on my HVAC systems. Because of his in-depth knowledge and explanation of the importance of a maintenance plan on my HVAC systems, I decided to sign up with his company. His professionalism and attention to detail were exceptional! I'm 100% positive his workmanship directly reflects his company's guarantees & trust. I have no doubt they will take care of all our heating & cooling needs for years to come! Thanks Mike!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
His description of events are inaccurate. When they closed the pool, they never gave us the option to address issue then. There has never been any attempt from the company to contact me. I had emailed initially, text the tech, and spoke with Bruce over the phone. They never swept the pool, on their first visit they put the pump on the concrete, but did not even secure it as it should have been with bolts they removed the prior season. They could not find the remaining parts to put pool together. We found remaining parts on pool floor when we cleaned and vacuumed pool, which they are the ones that closed the pool and stored parts the prior year. They did place chemicals in pool, but never came back to vacuum out the dead algea. And as Bruce and I discussed, it is a waste of chemicals to allow them to kill the algea, but to never sweep it out and the algea will quickly return. At this point we have opened pool ourselves. The pool water is clear and chemical levels are correct. The contract was for opening the pool, including vacuuming, monthly service calls, and closing the pool. There has been no monthly service calls and the pool is obviously not closed because because the season is not over. They did not vacuum on their initial visit, when they left there still wasn't even enough water to run the vacuum. They have not fulfilled any part of the contract. I do not want them back, they already wasted weeks the pool could have been used. I want a refund.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The letter is in response to [redacted] letter dated 02/01/2016.
We sent [redacted] account to collection because he had not responded to our many written attempts to clear a past due bill that is over a year old.We winterized his pool using the proper amount of chemicals and to...
industry standards. We have been winterizing pools for over 40 years. Most pool companies will not warrantee the winterizations. Others limit their liability to the cost of the winterization itself. The better pool companies (like us) stand behind their work.We installed their spring loaded mesh pool cover using his preset 'pop-up" anchors in his deck. Each spring is to attach to an anchor to hold the cover taunt over the pool. The reason the cover was not taunt was some of his anchors were either not popping up or missing, causing the cover to (using their word) "draped" or sag. We spoke with the Smiths about this and told them we could replace the anchors in the deck to tighten up the cover, and drain some of the rain water out. They agreed and we did & set an invoice. This is the invoice that is unpaid.In the spring, [redacted] called me & told me that there were pipes cracked at his filter and he was going to hire someone to fix them and send me the bill. I told him that we are very capable of fixing any freeze damage and we would do so at no charge. 1 then asked if he wanted us to open the pool while we were there. He agreed We arrived at the appointed time, saw one cracked fitting, replaced it, and then finished the opening of the pool.
The water was black and smelled like a sewer. This was caused by the large amount of rain dripping through the trees, picking up a mold and then falling into a pool. This is not an uncommon condition, but it only happens to pools with a mesh cover surrounded by large trees. We have been asked by several homeowners whose pool we did not winterizes to clear up this condition in their pools. The solution is basic; one, possibly two large doses of liquid chlorine, which kills the mold, it sinks to the bottom of the pool, and then you vacuum it out. We explained this to the Smiths and that we would be back to start treatment (as we didn't' have enough chemicals with us) but [redacted] said not to bother, he would do it. We asked them to call us if they wanted us to do it for them. The next contact we got was a payment for the opening. We have not received any contact or response to past due notices since then.
As I read [redacted] letter, I can see he was very concerned about his pool being unusual because it has a "caretaker" (in-floor cleaning system) and a salt system. And that he knew the proper way to winterize all pools is to drop the water level way down.
A large percentage of both Gunite & liner pools built in the last 20-25 years have an in-floor system, and are "salt" pools. They are not unusual and we have done thousands with no freeze damage.
About the water level: With the popularity of automatic covers, you cannot lower the water level more the bottom of the skimmers as the covers need the water to "float" on to keep them from ripping during the winter. The industry found out over the years of not lowering the water, no tile came loose anymore often that before. We found that grout failure, or ground moving the deck or just old age is what mostly cause tile to come loose, not winter water level. If it was winter water level, much more of the tile would come off at the same time, not just a few.
How we winterized pools 40 years ago is different that today. We have gotten better, more efficient, faster, and have better equipment. Each company winterizes pools a little differently. Some use no antifreeze, and others will use as much as 100 gal. Majority of companies are in-between.
To summarize the [redacted] version;
He called us out to winterize his pool because we could get there faster, charged an acceptable price, warrantied our work, and were experienced to his satisfaction.
We arrived on time, did the work as estimated and he paid the bill.
He wanted some additional repairs done to the cover. We did them. We invoiced him for this work.In the springtime, He called us when he found a pipe cracked. We said, with no argument, that we would fix the damage at no cost to him and we also offered to open the pool, again he agreed. We did what we said we
would do, gave him options to clear his pool & sent him a bill for the work completed, itemizing the no charge repair work, and he paid the bill with no additional comment.
I am sorry that [redacted] had a bad experience with his pool. [redacted], by his own admission, did not communicate with us about any concerns or problems about his pool or the work we did except for paying the last invoice in full. He only responded to an outside collection agency which we waited until the invoice was over a year old to turn over.
If [redacted] wants to negotiate the amount, please give me a call. Sincerely,
The whole experience with Russell's was great. Cory the sales guy understood what system I wanted and arranged everything. The installers Elliot and Jeremy were efficient and ensured I was happy with their work. They moved the copper line in my attic going to the heat pump that had been in the way of my ladder. I think the quality of the install is excellent!
We were asked by Mr. [redacted] to check his spa because, as his Husband explained to our service tech, there electrician had wired it wrong & damaged the system. He could not get anything on the Top side control so he recommended a new top side control first to make sure that that was...
the only problem, and that they didn't need a whole new system for $1500.00.We told him we needed a deposit and he gave the tech his credit card.
The system they have is built in china and imported & sold by only one location in Tennessee. You have to get the part from them or replace the whole system with something else.
We ordered the part &- charged his card fhr $140.00, 50% of the cost. The part came in & we installed it. It powered up but still was not the only problem as what was displayed was error codes.
Ed turned in the work order and they were billed because we were waiting for a decision on the purchase of the new control box.
As soon as Mr. [redacted] received the invoice, his Husband called & was very loud about how we were guilty of mall fraud, incompetents, liars, & He was going to call the police & turn us in because I had not shown the credit of the prepayment of $140.00 on the invoice. I told him that there was a credit on Mr. [redacted]'s account but it doesn't show up on individual invoices, but only on account statements. He did not like that explanation and ended the call.
Our service tech called Mr. [redacted] back to find out what he wanted us to do. He told us to order the new part & use the same card it as before. As a matter of policy, we do not save card numbers unless you ask us too. The tech called back & got the number again from Mr. [redacted] & we ordered the control box & charged him 50% of the cost, $275.00.
4 days later I got a call from Mr. [redacted] (1 think, or his Husband). He was mad because we had not returned his text message from 10:00 last night and he was tired of waiting to hear from us. He complained he has called 20 times and that we only text him bank and didn't use the phone. 1 pointed out that most of our customers prefer
Russell's Heating and Cooling are reliable and offer a great customer experience. Chad ** came for my annual checkup of my HVAC this year and called when he was on his way, was courteous and did an excellent job. They even wear booties so they don't track anything in the house. Excellent service. I'd highly recommend them.
Chad with Russell's Heating and Cooling has always been a pleasure to work with. He is punctual, professional, and works around our clients to make his visit go as seamlessly as possibly. He is always friendly and makes sure to answer any questions that we have.
Excellent installation of a Mitsubishi Mini spllt system. The service Pro, Elliot S, was knowledgeable and ensured we understand how to use the system. Cleanup was excellent and care was taken during the installation. Russell's has provided installation and maintenance of our systems since the house was built in 1985. Outstanding Company with outstanding technicians.
I was really impressed and completely satisfied with the amount of time it took to respond and repair my system by Russell's HVAC. Rob [redacted] the service technician, was very knowledgeable and professional.
Alex [redacted] arrived on time, was clean and in proper dress.. He immediately began his inspection of the HVAC system. He wore proper shoe covers while in my home. He was pleasant and appeared well trained. I would recommend him.
s/James x [redacted]
I would like to commend Jacob [redacted] of Russell's Heating and Cooling for the professional service he provided me on Nov. 18, 2016. He was courteous and pleasant and did a great job servicing my hvac equipment. I would recommend him to my friends and family.
I read other reviews before choosing Russell's Heating and Cooling.
I also wanted a company that dealt with Lennox brand, heating and cooling systems. I had two heating and two cooling systems installed. I was replacing my original Lennox systems that turned thirty years old last year.I was pleased with the service provided by Russell's employees. Dustin [redacted] was our installation mechanic. Dustin was always respectful of our property from beginning to the end. Right now, I am pleased with the work that has been done. It has always been my opinion, what makes a product last longer begins with the proper installation by a qualified, knowledgeable mechanic and yearly maintenance. Thanks.
Mr. Chris xxxx a technician for Russell's Heating and Cooling was very courteous and explained what was going on with my system. He immediately knew that my heating/ cooling system was not functioning properly. He did several test to determine the function of my system. He was friendly and helpful. I would recommend him to service anyone home or commercial business..
I had Russell's diagnose and install a new blower motor. Rob [redacted] was the service tech. The problem was identified quickly and a new blower motor ordered. When the motor arrived, it was quickly installed. Rob did a great job and explained his work nicely. The only problem I had was in getting the part from the parts company. The problem was diagnosed on a Saturday and the motor did not arrive until Tuesday. Russell's did get expedited shipping and did not charge me for that. Overall, very good service and I will continue my annual maintenance contract with them.
Excellent technician, very thorough . Could not be better.
They really worked with me with the scheduling for several days since my schedule is crazy. Chance [redacted] was the tech that came to my home. He greeted me and was extremely professional and courteous. I called the company for a second opinion after I had a new system installed, by a less than reputable company, that wasn't working properly. I explained my unit issues to Chance and he listened attentively. He took his time to determine the problem and offered solutions for the future. He was so warm and expressed empathy for the hassel I'd endured with the other company. I am now a Russell's customer for life and will be requesting Chance for the next service call. CHANCE DESERVES A BONUS. I'M GLAD COMPANIES STILL EMPLOY HONEST, HARDWORKING PEOPLE LIKE CHANCE!
Technician Roderick [redacted] replaced our condenser fan motor. He apparently made the installation properly. The air conditioning unit is now operating satisfactorily.
At his first visit, he had me check our filters. I replace them every two months. But I did not do it on schedule July 1st. So they were quite dirty. I immediately replaced them. I appreciated him reminding me about it.
Mr. [redacted] was polite and professional. I would be pleased to have him service our unit in the future.
Mike ** just finished a tune-up on my HVAC systems. Because of his in-depth knowledge and explanation of the importance of a maintenance plan on my HVAC systems, I decided to sign up with his company. His professionalism and attention to detail were exceptional! I'm 100% positive his workmanship directly reflects his company's guarantees & trust. I have no doubt they will take care of all our heating & cooling needs for years to come! Thanks Mike!
very good experience. Highly recommend this company. Alex did a very good job and was very conscientous.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
His description of events are inaccurate. When they closed the pool, they never gave us the option to address issue then. There has never been any attempt from the company to contact me. I had emailed initially, text the tech, and spoke with Bruce over the phone. They never swept the pool, on their first visit they put the pump on the concrete, but did not even secure it as it should have been with bolts they removed the prior season. They could not find the remaining parts to put pool together. We found remaining parts on pool floor when we cleaned and vacuumed pool, which they are the ones that closed the pool and stored parts the prior year. They did place chemicals in pool, but never came back to vacuum out the dead algea. And as Bruce and I discussed, it is a waste of chemicals to allow them to kill the algea, but to never sweep it out and the algea will quickly return. At this point we have opened pool ourselves. The pool water is clear and chemical levels are correct. The contract was for opening the pool, including vacuuming, monthly service calls, and closing the pool. There has been no monthly service calls and the pool is obviously not closed because because the season is not over. They did not vacuum on their initial visit, when they left there still wasn't even enough water to run the vacuum. They have not fulfilled any part of the contract. I do not want them back, they already wasted weeks the pool could have been used. I want a refund.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The letter is in response to [redacted] letter dated 02/01/2016.
We sent [redacted] account to collection because he had not responded to our many written attempts to clear a past due bill that is over a year old.We winterized his pool using the proper amount of chemicals and to...
industry standards. We have been winterizing pools for over 40 years. Most pool companies will not warrantee the winterizations. Others limit their liability to the cost of the winterization itself. The better pool companies (like us) stand behind their work.We installed their spring loaded mesh pool cover using his preset 'pop-up" anchors in his deck. Each spring is to attach to an anchor to hold the cover taunt over the pool. The reason the cover was not taunt was some of his anchors were either not popping up or missing, causing the cover to (using their word) "draped" or sag. We spoke with the Smiths about this and told them we could replace the anchors in the deck to tighten up the cover, and drain some of the rain water out. They agreed and we did & set an invoice. This is the invoice that is unpaid.In the spring, [redacted] called me & told me that there were pipes cracked at his filter and he was going to hire someone to fix them and send me the bill. I told him that we are very capable of fixing any freeze damage and we would do so at no charge. 1 then asked if he wanted us to open the pool while we were there. He agreed We arrived at the appointed time, saw one cracked fitting, replaced it, and then finished the opening of the pool.
The water was black and smelled like a sewer. This was caused by the large amount of rain dripping through the trees, picking up a mold and then falling into a pool. This is not an uncommon condition, but it only happens to pools with a mesh cover surrounded by large trees. We have been asked by several homeowners whose pool we did not winterizes to clear up this condition in their pools. The solution is basic; one, possibly two large doses of liquid chlorine, which kills the mold, it sinks to the bottom of the pool, and then you vacuum it out. We explained this to the Smiths and that we would be back to start treatment (as we didn't' have enough chemicals with us) but [redacted] said not to bother, he would do it. We asked them to call us if they wanted us to do it for them. The next contact we got was a payment for the opening. We have not received any contact or response to past due notices since then.
As I read [redacted] letter, I can see he was very concerned about his pool being unusual because it has a "caretaker" (in-floor cleaning system) and a salt system. And that he knew the proper way to winterize all pools is to drop the water level way down.
A large percentage of both Gunite & liner pools built in the last 20-25 years have an in-floor system, and are "salt" pools. They are not unusual and we have done thousands with no freeze damage.
About the water level: With the popularity of automatic covers, you cannot lower the water level more the bottom of the skimmers as the covers need the water to "float" on to keep them from ripping during the winter. The industry found out over the years of not lowering the water, no tile came loose anymore often that before. We found that grout failure, or ground moving the deck or just old age is what mostly cause tile to come loose, not winter water level. If it was winter water level, much more of the tile would come off at the same time, not just a few.
How we winterized pools 40 years ago is different that today. We have gotten better, more efficient, faster, and have better equipment. Each company winterizes pools a little differently. Some use no antifreeze, and others will use as much as 100 gal. Majority of companies are in-between.
To summarize the [redacted] version;
He called us out to winterize his pool because we could get there faster, charged an acceptable price, warrantied our work, and were experienced to his satisfaction.
We arrived on time, did the work as estimated and he paid the bill.
He wanted some additional repairs done to the cover. We did them. We invoiced him for this work.In the springtime, He called us when he found a pipe cracked. We said, with no argument, that we would fix the damage at no cost to him and we also offered to open the pool, again he agreed. We did what we said we
would do, gave him options to clear his pool & sent him a bill for the work completed, itemizing the no charge repair work, and he paid the bill with no additional comment.
I am sorry that [redacted] had a bad experience with his pool. [redacted], by his own admission, did not communicate with us about any concerns or problems about his pool or the work we did except for paying the last invoice in full. He only responded to an outside collection agency which we waited until the invoice was over a year old to turn over.
If [redacted] wants to negotiate the amount, please give me a call. Sincerely,
Bruce [redacted]
General Manager
The whole experience with Russell's was great. Cory the sales guy understood what system I wanted and arranged everything. The installers Elliot and Jeremy were efficient and ensured I was happy with their work. They moved the copper line in my attic going to the heat pump that had been in the way of my ladder. I think the quality of the install is excellent!
We were asked by Mr. [redacted] to check his spa because, as his Husband explained to our service tech, there electrician had wired it wrong & damaged the system. He could not get anything on the Top side control so he recommended a new top side control first to make sure that that was...
the only problem, and that they didn't need a whole new system for $1500.00.We told him we needed a deposit and he gave the tech his credit card.
The system they have is built in china and imported & sold by only one location in Tennessee. You have to get the part from them or replace the whole system with something else.
We ordered the part &- charged his card fhr $140.00, 50% of the cost. The part came in & we installed it. It powered up but still was not the only problem as what was displayed was error codes.
Ed turned in the work order and they were billed because we were waiting for a decision on the purchase of the new control box.
As soon as Mr. [redacted] received the invoice, his Husband called & was very loud about how we were guilty of mall fraud, incompetents, liars, & He was going to call the police & turn us in because I had not shown the credit of the prepayment of $140.00 on the invoice. I told him that there was a credit on Mr. [redacted]'s account but it doesn't show up on individual invoices, but only on account statements. He did not like that explanation and ended the call.
Our service tech called Mr. [redacted] back to find out what he wanted us to do. He told us to order the new part & use the same card it as before. As a matter of policy, we do not save card numbers unless you ask us too. The tech called back & got the number again from Mr. [redacted] & we ordered the control box & charged him 50% of the cost, $275.00.
4 days later I got a call from Mr. [redacted] (1 think, or his Husband). He was mad because we had not returned his text message from 10:00 last night and he was tired of waiting to hear from us. He complained he has called 20 times and that we only text him bank and didn't use the phone. 1 pointed out that most of our customers prefer
Great job. Team was professional and very friendly.
MR ROHR WAS PROFESSIONAL, KNOWLEDGEABLE, EFFICIENT AND AN EXEMPLARY REPRESENTATIVE OF RUSSELL'S HEATING AND COOLING.
Russell's Heating and Cooling are reliable and offer a great customer experience. Chad ** came for my annual checkup of my HVAC this year and called when he was on his way, was courteous and did an excellent job. They even wear booties so they don't track anything in the house. Excellent service. I'd highly recommend them.
Chad with Russell's Heating and Cooling has always been a pleasure to work with. He is punctual, professional, and works around our clients to make his visit go as seamlessly as possibly. He is always friendly and makes sure to answer any questions that we have.