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Business Profile

Heating and Air Conditioning

Russell's Heating Cooling Plumbing & Electric

Reviews

Customer Review Ratings

2.6/5 stars

Average of 10 Customer Reviews

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Review Details

  • Review fromDavid D

    Date: 07/03/2024

    1 star
    Russell's Heating and Cooling is NOT the same company it was several years ago. After it was sold, prices are rising and service is degrading steadily. I have been a customer for almost 20 years and am part of their "priority" program. My A/C (under warranty) went out during a heat spell; their tech arrived six days later (you read that right, 6 days to respond, with no holiday involved). My system required refrigerant--their price was almost triple the industry average (per Google) or the quotes from local competitors (I called a few to ensure I was fair in calling out Russell's excessive pricing)., And it's not just maintenance that is overpriced; When I asked for estimates to replace an air-conditioning unit, Russell's was "more for less" -- +20% higher cost for less quality/shorter warranty than their competitors. I strongly recommend shopping around if you are considering Russell's. On the positive side, Russell's has been quick to correct overbilling errors when I showed receipts for the extended warranties I purchased. The staff is still very friendly and they will try to help. It's unfortunate that they are not as successful in delivering the quality service that earned them all those local awards.
  • Review fromAndrea A

    Date: 07/02/2024

    1 star
    I think this is the second time ever in my life that I have left a negative review! After $****** on new units I'm a little peeved at the amount of money I have spent on a system they installed 2 years ago. I bought two systems at the same time. One has had no problems at all. The other has had problems that shouldn't be happening at all with how new it is. Just 4 weeks ago my wiring in my system stopped working and shorted my new smart thermostat! They tried telling me we had to pay to replace the thermostat but we refused. They quoted me $***-ish to fix wiring (that they did) and made me pay for the maintenance fees they should have eaten for doing a terrible job with installing. Fast forward to this week we had to wait over a week with it being over 80 in my house for them to come back again because the coil has already gone bad in a 2 year old system. Jennifer has done nothing for me but give me the runaround. I just forked out $*** yesterday and tomorrow I have to pay another $***. I'm still paying on a brand new system that's supposed to be solid with minor repairs for 10 years plus. They over sold us on their performance, professionalism, and integrity. The guy who sold us the units swore if we would need nothing but maintenance for at least 5 years. I'm more than upset with this. I'll write as many reviews as I have to to get someone to speak to me and do the right thing. I'm clearly being taken advantage of and I don't like it. $*** something an hour for labor costs is insane! The part is covered under warranty but my quote for labor was $**** almost. For 4 hours of work. I fully intend to take this as far as I need to until it's resolved to the absolute best of their ability. If Jennifer offers me one more extension on my maintenance schedule I'm going to scream. The maintenance package does nothing to help with labor costs that aren't my problem if they didn't do their job correctly.
  • Review fromKelly R

    Date: 05/08/2024

    1 star
    This company will not try to provide emergency service if your AC goes out after hours (before 10 pm).
    They will simply tell you they have no appts available until a week from today.
    We purchased 2 units 4 years ago costing more than ** ******** *******.
    Already had to have a repair last year and the repair guy failed to reconnect some wires after his repair so we still spent the night without AC.
    Now this year, the other unit has failed and we are being told their next available unit is a week from now.
    And we have a 10 year warranty on parts and labor.
    What a rip off. They say in their adds they will always have someone available, except for tonight. I guess!
    They are a joke of a company and a piss poor on providing customer service and loyalty.
    If you need new units think twice before you go with Russell's as they will not provide the service you need in a pinch.
  • Review fromAmanda W

    Date: 12/23/2023

    5 stars
    Russels installed my hvac system and my hot water heater. I have maintenance plans with them for both. I recently had my hvac maintenance. They rescheduled twice because they prioritized those with actual systems not working over maintenance, which I told them I appreciated. I feel like those without heat should take priority. With the second reschedule, the office person said she put a note to reschedule me since it was a second reschedule. Their technicians are always polite, inform me of what they are doing and why, provide guidance if needed, and I get pictures of what they saw. The company is not the cheapest, but cheap is not always best. I will continue to use and recommend Russell's as long as they give me reason to.
  • Review fromJames H

    Date: 06/24/2023

    5 stars
    Yesterday I contacted the manager at Russell's he's name was Roberto. I talked to him about my problem and he sent he's best technical expert. Dean was very very professional. I can see where Roberto says he was his best. Dean was very thorough and explained to me exactly what he was doing and how he was doing it. I feel from my experience Dean is the best of the best. Dean and Roberto were God sends!!!!
  • Review fromBrad W

    Date: 06/21/2023

    5 stars
    Russells installed my system 16 years ago and it is still running strong. Everyone who comes out for annual maintenance is very courteous and professional. The office staff is always so pleasant to talk to on the phone. This company has been serving the Tidewater area for 45 years and I would highly recommend there services.
  • Review fromVinny M

    Date: 05/12/2023

    5 stars
    We had Chris & Miles do some electrical work at our home recently, they were professional, courteous, efficient, and at a very good price. I would definitely use them again
  • Review fromDavid A

    Date: 03/25/2023

    1 star

    David A

    Date: 03/25/2023

    Awful customer service. They broke property in my house and never told me. They put the wrong thermostat in and never showed up as promised to fix it. DO NOT MAKE MY MISTAKE. Find a company who CARES about their work not their bank account!

    Russell's Heating Cooling Plumbing & Electric

    Date: 03/29/2023

    No one was home at the time the stair was broken. To let the customer
    know we put notes on the invoice, sent it to the customer and we reached out to
    a contractor to have them fixed for the customer and make it right. The
    customer cancelled the first appointment to address the thermostat and we made
    an internal error during rescheduling of the visit and changed the time without
    notifying the customer.  It is never our intention to damage a customer’s
    property. We reached out to have someone come fix it and we will pay for it and
    we have replaced the customer’s thermostat by request. If there is anything we
    can do further to make this right, please let us know. 



    A break down of the timeline is below: 


    3/13 Unit was installed a stair was broken and
    customer was not home to advise of the broken stair. We put the information
    about the stairs on the invoice and sent to customer immediately. 

    3/15 A request was sent to the contractor to fix
    the stairs. 

    3/15 appointment was
    booked for the 17th of March by customer service manager Jeni. Jeni asked
    customer if there was anything else the customer needed and was told no. 



    3/16 Customer texted in to cancel their appointment for the thermostat and said
    they will follow up with us. 



    3/21 Job was booked and then rescheduled without any notice to the customer.
    This was Russell's error on the scheduling. 



    3/24 Customer advised his wife did not know about the stairs and fell. Customer
    advised he had been speaking with the sub-contractor about fixing the
    stairs. 



    3/27 Tech replaced thermostat and took photos of broken stairs.



  • Review fromKevin M

    Date: 08/31/2022

    1 star
    Russell's replaced a capacitor and charged me 8 times the price of the part PLUS a service fee. I understand making a living but this is excessive and borders on price gauging. I will not business with them again.
  • Review fromChris C

    Date: 07/27/2022

    1 star
    Our AC broke and Russell's deemed the air-intake motor was bad and replaced it. The motor (new) cost ****** 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 ***** for something I have no use for! And they won't even answer my letter sent to them!

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