Russell & Abbott

Our house is so hot two of our pets passed away this week. Russell and Abbott have promised to call us for the last 2 days but have not. I have called them twice today and was promised the issue would be escalated to management the first time before noon. I called them again at 5 and was told the person who should call me is out of the office. I informed both people I talked to that animals were dying, the pets in the house are temperature sensitive. It does not seem to matter to this company. This issue is not recent. The air-conditioning went out last Sunday August 18th. We have been patient and repeatedly explained that we have animals that need air-conditioning. We have paid for warranties and regularly schedule the unit for service checkups. We are good customers who are worried about the care of our pets who have not been rude or asked for anything other than the problem being fixed. If you have small children or pets you care about do not use this company they will not even talk to you to help you feel like you matter to them.

Customer service and very unprofessional in dealing with client.

Russell and Abbott installed our heat and air system 4 years ago. The blower has always been weak and the system always seemed overworked. The downstairs of the house was 10 degrees colder than upstairs in the summer even with the downstairs vents closed. At the end of last summer, the system froze. A Russell and Abbott repair person came out and after two trips concluded nothing was wrong with the system and also said the blower was operating properly. They charged us $95.00 for this “diagnosis.” To correct the downstairs temperature difference, they called an duct expert who recommended reworking the air ducts for $3,300.00. The next spring the system quit cooling again. Again, we called Russell and Abbott. This time the repair person found a leak in the coil, charged $290.00 for the visit and coolant, and said they had to order the part (the part was under warranty). They priced the labor at $950.00 (not including the coolant). We called Chancey and Reynolds and they replaced the coil for $550.00 (including coolant which they priced at about half as much per pound). They also discovered that the blower was not wired properly and after they corrected that the system runs less and the temperature downstairs is about the same as upstairs. We’re very disappointed in Russell and Abbott.

They were very prompt polite and explained the process.

They are very quick response. They also respond on Saturday, and some of you folks don't. This wasn't an Saturday response, but I wanted to put it on there. That is when I call them. If it wasn't working, and either somebody needs it to work. That is one reason I use them. They are very responsive. I used an local company, and their service call is half the price of these folks. Cheaper service call if the people aren't coming, and you got tenants. It ain't working well. Sometimes its working not just around your schedule, but the tenants schedules. They are very accommodating. Really, because they were quick to respond. The guy had the skills and ability to take care of it, without making multiple visits. I can't make any recommendations, unless they can do it for free. We both know that ain't going to work out.

It cost a lot. I only give them A's, that is why I do business with them. They are quick, quickly responded. I called them, and they had a guy out within two hours. Had an quote and estimate the next day. They did the job the following day. That is an intensive job, it was outside and inside job. It was replaced. It was two to three men work, and about five hours. The only thing I could think of is I could have paid less. I have no reason to believe that they aren't competitive. I firmly believe they are competitive on their prices. Some things that go along with the unit I bought. It has a five year warranty, they come work on it, regardless of what is wrong. When you get a warranty, usually its we will replace the parts, but you pay for the labor. You have this five year warranty, and don't have to spend any money for about it for five years. I got a unit they worked on at my house, and Manna unit, and its under warranty, and the motor needed to be replaced. It still was $250 to replace the part. They are my go to people for air conditioner. I have rental properties, and I use them a lot.

They are always very punctual, on time and professional!

We’ve been using them for years. they are knowledgeable.

We signed a one year contract with Russell & Abbott which was supposed to include "two Percision tune ups, professional cleanings and safety inspections. " They were supposed to call us in August or early September to schedule the second one but someone entered our information wrong into their system. So November came around and we finally called them. We have had two appointments scheduled that they have called and canceled at the last minute. The first time was because one of their employees went home sick. Today they told us that they had an out of town trainer here and so no one could come to do our scheduled inspection at noon. It's now the second week of December and we have less than 3 weeks left in our contract and have yet to have our second tune-up. Don't bother with this company - they'll sign you up for an expensive contract which they won't fulfill.

My AC was not keeping the house cool. I called in the morning & was able to have a technician in late afternoon because they finished up a job near by. They had a generic fan on the truck & installed it in about 30 min. I believe the fan is necessary to keep the coils from freezing up. The AC immediately began cooling better, however, a couple of days later my house got warmer again. I noticed the fan was turning very slowly. They had a technician out the same day, apparently the new fan stopped working so it was replaced again, no problem for the last 2 weeks. I have been a customer for about 5 years & use the annual maintenance program.

Service technician was on time, performed with courtesy and efficiency. Excellent job.

The Air Intake boxes were not sealed at all, and when I let Chris Hurley of the company know of this issue, he blustered about his licenses and qualifications, stating that whatever I had been told by the company, Green River, was likely by people who knew nothing of this trade and had no licenses. When I sent the photos Green River had taken of the boxes, I was told that those were not the boxes they installed at all, but the returns that had been originally installed improperly and had been replaced, which was not the case at all. Mr. Hurley had not even been to my home to check his workers' work, and didn't even recognize it. Finally, Mike was sent out (he and Fred had done the actual installations) and he did admit that it was substandard and got the materials and fixed it that day, and even apologized. I was very impressed with Mike. I even asked if they would still like to bid on the new heat pump I was going to put in, and he agreed to do so. But when I sent the request for bid to MK Russell and Abbott, there was never a bid forthcoming, and so AeroServ got my business for that job. Far worse than all that, since the trunk line was replaced by MK Russell and Abbott, I have since installed the new heat pump, because the old one in place when the trunk line was replaced did not work properly. Now I find that the air registers were apparently not hooked back up to the trunk line adequately when MK Russell and Abbott was finishing up the installation, since the upstairs has been far cooler than the downstairs (sometimes as much as 20 degrees on a particularly cold night) and so I had testing done that reveals that a number of the registers have very low and even zero, in some cases, air flow. I would have sent them a copy of this report and an explanation of the issue a week ago and have had no response at all. I find Chris Hurley difficult and stressful to talk with. He is usually the one who answers the phone there. I found Mike to be much more reasonable, but apparently he does not have as much status as a co-owner as he would need to make the difference in the way this company does business. I am hoping Angie's List can help to arbitrate this issue since the company is apparently going to deny their failures just like they did last time. I advise anyone considering this company to run the other way.

The sales call went very well. Chris Hurley showed us all of our options and recommended a heat pump with a gas furnace backup. He did a survey of our home heating and cooling needs. He emailed us the next day with the results of his survey. This showed the size of our home and the size of the HVAC unit we need. He was very nice and did not try to pressure us into buying more than we needed. After we agreed on a unit we signed the contract and an interest free finance agreement. The financing was for 60 months with no interest which makes it easy to get a new HVAC system. The installation went well. We hardly knew they were here. The only time they came into our house was to install the thermostat and later to check that everything was working correctly. They explained how to operate the system and made sure the settings were correct. They cleaned up after they finished. All in all, it was a very nice experience. We are very happy with the system and the company. They will come back every six months to clean and check the furnace and heat pump. They will also change the furnace filter. This is a nice service as we will no longer have to remember when to change the filter or check on the humidifier.

Great job. They took much more time than other contractors to understand my needs, explain my options, and also educate me in what exactly I was buying and how the equipment works. Once contracted, they were punctual and did a great job. They have been responsive to my followup questions.

Arrived on time. Did tune up, and fixed minor connection problem on one of the units. Renewed Annual Maintenance Agreement. Have found them to always be reliable and helpful!

It was a positive experience. The labor was $95 which is their standard fee for a house call plus the part. They were very responsive when I called. They said they could come right away and I wanted them a couple of days later due to my schedule. They were prompt and on time. I've used them before a couple of years ago.

Left messages on phone no replies.

hey charge a diagnostic fee which high was not the problem. the tech said it was out of freon and the condensers were leaking the unit needed to be replaced. but still added freon which added considerably the cost and it did not last two days.

They are always very flexible with regards to scheduling appointments. When we had trouble with our heating system last fall (I believe), they were here quickly and able to fix the issue right away. Their service techs are friendly, polite, professional and have always been on-time or called to let us know that a prior appointment was taking slightly longer than anticipated so we in what to expect.

The technician arrived on time, he was thorough and professional. In addition to working on the inside and outside units, he also educated me on functions of my thermostat previously unknown to me.

MK came the day they were called because of the high state of anxiety of the occupant caused by E.R. Hall's actions and dire predictions regarding the furnace, a.c., water pouring into the crawl space from outside (rain), and need to move the heavy a.c. unit installed on a large concrete pad which (according to E.R. Hall) also would have to be moved (by them, they hoped). MK returned on 2 more days to finish up work left poorly done by E.R. Hall. The workers (salesman, technicians for both furnace and a.c.) were very polite, and careful not to track the dirt from the crawl space where they had to work back up into the house. They only asked for payment after they had finished their work, not before starting it, as E.R. Hall had done. For the number of visits and workers, the total cost of $420 seemed reasonable. We will definitely call them again when needed.

As the colder weather started to move in, I attempted to turn on my heat for the first time after being off for the summer. No heat. I called MK and they came out immediately. My heat exchanger was the problem and I could replace it or decide to have a new unit put in. I rec'd a quote for each. My decison was to have the part replaced and hope for the best. The part was ordered, and when it arrived, within several days, it was put in. MK employees were on time, professional and fair.

Neal provided a written estimate for a Trane brand AC system, but that is considerably higher than the cost of a comparable Amana system. For a repair service, MK Heating and Air would be a good choice, especially if you consider their yearly service contract option.

It was under the warranty and I did not have to spend anything. They came and did some work for me about a year ago when the thermostat on the system had died. They came out very promptly. They did the work very quickly and efficiently. It was about $200 including the part and the labor which was not bad at all. In this case, they worked with the manufacturer to transfer the warranty from the previous owner of the house over to me. I was very pleased with them and I would absolutely not have any problem in using them again.

The Technican, Mike, arrived on time and went to the main level outside AC unit. He located the problem and replaced the capacitor. He also, took the time to explain how my unit worked, etc. He was very through!