Russell

The reviews for Russell's Heating Cooling Plumbing & Electric indicate a deep division in customer satisfaction. While some customers commend the professionalism and thoroughness of individual technicians, many others express severe dissatisfaction with the company's business practices, particularly concerning pricing and customer support. Key Themes Noted in Reviews:High Pricing and Perceived Ov... Read more

The reviews for Russell's Heating Cooling Plumbing & Electric indicate a deep division in customer satisfaction. While some customers commend the professionalism and thoroughness of individual technicians, many others express severe dissatisfaction with the company's business practices, particularly concerning pricing and customer support. Key Themes Noted in Reviews:High Pricing and Perceived Overcharging: Numerous customers reported feeling overcharged for services. Specific examples include a customer who was quoted $19,000 for replacing an HVAC system that a second opinion indicated did not require replacement, as well as complaints about exorbitant markups on parts like capacitors and leak tests.Service Delays and Communication Issues: A common frustration was the lack of timely service. Customers reported waiting extended periods for appointments, particularly when experiencing problems with their HVAC systems during peak summer heat. Instances of appointments being canceled without prior notice contributed to this sentiment.Inconsistent Quality of Service: While some customers were pleased with the knowledge and professionalism of technicians, others pointed out significant lapses in service quality. Unfortunate experiences, such as technicians unable to diagnose issues accurately or failing to communicate effectively, led to customer dissatisfaction.Customer Service Deficiencies: Several reviews highlighted poor communication from the company's customer service team. Customers expressed frustration over not receiving follow-ups or adequate explanations concerning their service requests, including timely scheduling and billing clarifications.Operational Changes After Mergers: Several customers noted a perceived downturn in service quality since the merger with American Mechanical. Feedback indicated that the once well-regarded company had become less reliable, with complaints often referencing a decline in personal customer service.Mixed Positive Experiences: Amidst the negativity, some customers shared positive experiences with particular technicians, who were noted for their professionalism, efficiency, and willingness to explain system issues clearly. These individual occurrences of high-quality service provide a contrasting narrative to the overall sentiment.Loyalty and Regret: Some long-term customers expressed regret over their continued loyalty to Russell Read less