Russell's & American Mechanical

Our AC broke and Russell’s deemed the air-intake motor was bad and replaced it. The motor (new) cost $2279. The problem was NOT fixed; they then determined the entire system needed replacing and quoted me a very high price, deducting the motor’s price. We found someone, cheaper, to do the work, which included the same type of motor. Russell’s will now not take back their brand new motor (to use elsewhere); I’m out a whopping $2279 for something I have no use for! And they won’t even answer my letter sent to them!

Read this first. This is the first bad review I've ever written, but after 9 months of the worst customer service imaginable, it's time to share in hopes that others won't go through the same experience and headache that I did (and still am!). In 2014, Russell's replaced our builders grade air conditioner with a new Lennox unit. In 2015, they replaced our other full HVAC system with a new costly Lennox system (we have dual hvac). Also installed new upgraded thermostat. In 2019, Russell's installed a new tankless water heater just as they were venturing into plumbing. Even though we knew we could find better pricing, we kept using Russell's because of the work ethic and how great their technicians were. We did the maintenance plans, checkups, etc. Overall spending more than $20k with this company. Their technicians are the only reason they deserve 1 star. We're a military family and received PCS orders in 2019. Knowing we'd be back in 3 years, we decided to try renting out our house. With the newer features, we didn't think there would be any problems. Boy, were we wrong. Last summer, both the newer thermostat and the evaporator coil in our newer hvac unit went out. Needless to say, our tenants were not happy. You would think something as important as an evaporator coil would be kept in stock, but no. Not only was it not in stock, but we were told (blaming supply because of COVID) that it would take up to 6 weeks to get one, but they would push for it and it could be sooner. Not only did we not have it within that time frame (ended up being 2 months!), but I only received updates by reaching out to them frequently. There was also no offer of temporary solutions while we waited. I ended up needing to call in a second HVAC company to provide temporary A/C and fill freon. Needless to say, the tenants were not happy. Not only was I dealing with an unacceptable part timeline and unresponsive customer service, I was also dealing with tenants who were now threatening legal action. I was forced to spend hundreds of extra money on this issue all because they didn't keep parts in stock? Unacceptable. Thankfully, the evap coil part was under warranty (makes you wonder if that was also a cause of the delay...), but they now wanted over $500 for a new thermostat. After 2 months and finally getting the coil installed, I received an invoice for labor for almost $1000 for a warranty part installation. Seriously?! Guess they make their warranty money through ridiculous labor charges. I have reached out to Russell's well over a dozen times via text, email, and phone since receiving that first invoice in September to discuss inovice adjustments due to the excessive wait time, unresponsive customer service, incredible ordeal this entire situation caused, and frankly because we have been loyal customers who have already spent a small fortune with them. Each call I would be told that Billing or a Supervisor would contact me "no later than tomorrow." As of yet, still no one has been bothered to return my call. Perhaps now they will after I've been forced to write this unfortunate review of their service. You bet they have no problem sending me automated invoices monthly and tacking on finance charges though. Just 2 months ago, we also had a gas leak from the watertank installation and line that Russell's did less than 3 years ago. You better believe I did NOT call Russell's for that. Save yourself the headache and extra expense, don't choose Russell's.

Horrible company full of scamming and dishonesty. Once they overcharge you, they take your money $$$ and if your unhappy or they messed up. You pay. They wont call! Companys like this ruin the economy and your faith in finding real businesses. I hope they get shut down , so another victim doesnt have to take this! My mother ended up going to after hours heating and cooling and they completely fixed our situation for thousand less (normal amount). Were outstanding in customer service. I highly recommend.

Lee was great! He realized I had no water working after a jack-leg repair by another "plumber", so he came back at 8:00 pm and worked until 2:00 am to get everything fixed. I definitely recommend Russell's!

It was Christmas day and water began pouring through a light fixture on the first floor. I turned off the water immediately. I had a full house of guests and no water. The next day, I was contacted by several Angie's list vendors. I chose Russell's Heating & Air Conditioning because they could arrive sooner than anyone else and waived the trip fee. Other vendors were going to charge $90 or higher just to come to the house. Jason arrived at the house and immediately started working to find the problem. He had to cut into the ceiling first and then a wall on the second floor, but found the leak. The builder had put a screw through a pipe in the bathroom while putting up the sheet rock. He repaired the pipe and cleaned up his mess. I turned the water back on and we were good to go. The cost was $72.95 to find the leak and $143.04 to repair it for a total of $215.99. To me Jason saved Christmas!

I created a work request through Angie's list and they were one of the first to respond and were at my home within hours to provide a quote. the quote was high but they were ready to perform the job. the plumbers did a great job performing the agreed upon request. in the future when I have more time to estimate jobs I may not call them knowing they quote on the high side.

Outstanding work by Russell's. I've been using them for a long time and wouldn't use anyone else. I know there are cheaper companies out there, but these guys do great work and stand behind the work they do.

Not well will not use again

Good, very professional

They didn't follow my instructions. One thing that I told them is that I could not use a latter, doctor's orders. They put the filters in the overhead instead of where I had it in the furnace. They put it on top of the air conditioner so I had to change that. I had an inspector check it and they said one part of is was 2 1/2 ton and the other was 2 ton.

Arranging for the annual inspection and conduct of the inspection went very well. Technician was prompt and thorough. However, I have contacted the company multiple times since April with questions regarding their recommendations for follow-on work on the furnace. As it is now on the brink of heating season, I must find another company to perform work on the furnace due to their unresponsiveness.

They get all "A's" for the installation, except price I just can't remember that.  I would use them again. My first impression was they knew what they were doing and they were very professional.

I'd give them all "A's" across the board and I'd use them again.  They are pretty prompt when I call them.  They were here less than an hour.  They are pretty quick.

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I don't recall the price. Basically the company was a B. There were a couple of things, working on the air filter location. Deciding on standing on an four foot ladder, I objected to it. They insisted on an ladder right there. The guy working on the house, he did the electrician, he felt there was an duct was loose, blowing hot air under the house. First they should have checked the size of the indoor A/C unit, and get the size available. The guy agreed verbally to maintain the filter, instead of the overhead, and did not do it. There is some indications one of the ducts aren't connected properly.

It went well-Ended up good. Had a bit of miscommunication with the installer resulting in a perfectly functional but asthetically disasterous install. Called the sales person back and he was gracious, polite & said he would discuss it internally and get back to us. A crew came back and redid the install. All is well-in the nick of time for summer! Thanks Brad & Russell's!

They were good. They were honest and helpful. They were quick and followed up.

They were very responsive and we scheduled the appointment for replacement very quickly. The installation went pretty well, though we had to have them come out one more time to make some corrections. The unit works great!

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I have a yearly maintenance service for my heat & air unit with this company. I have used this company for more than 5 years.One of the services they were supposed to perform was to flush the drain coming from the AC unit with each service. In the beginning I thought they were doing a good job. In 2016, 6 months after the last service was performed we had a water leak onto the ceiling which resulted in water damage, the area below where the AC unit is located. The first technician failed to troubleshoot the problem. I called again after my husband and I noticed evidence of more water damage. Second technician came and this technician took his time to look for the problem.He found the drain to be totally clogged which caused water overflow onto the ceiling. Unbelievable amounts of sediments were flushed out.Apparently this company failed to perform one of the services they were hired for and paid to do, a simple flushing of the drain for who knows how long. I requested for a refund of the maintenance fee but never got an answer from the manager. Beginning of this year, I was surprised to receive 2 renewal notices from Russell's in the mail.I found that to be a callous disregard of the incident. Definitely not again with this company.

unknown

The technician was honest and very professional. I will be using this company again.

unknown

Just one tech took 2.5 – 3 hours to perform checkup. They always find something to fix or spend more money on. They leave area clean. The last time they were here, they had left something electrical unplugged. I had to call another company to have heat.