Russell’s Heating Cooling Plumbing & Electric

Outstanding. Best I have used in my 31 years in Tidewater area. Professional installation of a complete new A/C and Heating system. Air actually flows throughout the entire house for the first time. Shout out to Brandon who was the primary technician. Very professional and courteous. Answered all questions. Wow, what a service, glad I went with this recommendation from a co worker. Highly recommended.

A/C isn't working and Chance was the technician for the service call. He was very thorough and explained everything needed to get the AC up and running. I will be calling Russell's heating cooling to repair my air conditioner as soon as I can afford it. Thank you so much for coming out here so quickly. Russell's is the best! But for now we sweat. 🥵

Very knowledgeable and pleasant technician. He gave me options for my fix and finished the service in one day. I feel very confident about the work he did. Will continue to use for various projects at my home.

We had to replace entire HVAC system and Nate, our sales guy was very prompt and detailed with all questions asked. He explained the type of product we are getting and the warranty. This project was very smooth from start to finish. We were communicated in the entire process and financing with Sam’s Club with them was a seamless process as well. Their installers did a great job in respected our home and kept the entire installation clean. Even replaced our thermostat for free. Towards the final process of City Inspection they were also very prompt. And best of all we already saved about 16% off our electric bill for the first month offsetting what we paid for this HVAC and this was just replacing that one zone. We highly recommended Russell’s Heating & Cooling for an exceptional and outstanding job. Thank you for your excellent work and also for our THANK YOU treats ☺️

We needed a new water heater and HVAC system all at the same time. David came out and discussed all of our options and we decided to go with a tankless system. It also needed to be relocated from the attic to a place that wouldn't destroy the interior if it had a failure. We received a quick quote measurements were done and we were told two Crews would be there Thursday morning. The quote was provided on Tuesday. Thursday bright and early they all arrived and got right to work.

All of the work was done perfectly. Our water pressure is better now and the heating is wonderful.

Great job from a great bunch of guys I highly recommend Russell's to anyone who needs their services.

The installation team did an excellent job installing and explaining the new heating/ac system.

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. The company we went through to rent our house (Renter's Warehouse) refuses to use Russell's as a vendor of theirs because they have also had such a horrible experiences with Russell's. That should tell you something.

Save yourself the headache and extra expense, don't choose Russell's.

During a routine maintenance call a problem was identified. I was shown the problem, informed what it would require to fix it, how long it would take etc. The HVAC tech obtained the part and installed it the same day and seemed to work with efficiency. The repair price was affordable. I greatly appreciate the polite, professional service I received and especially the peace of mind that my system is now in great working order.

After 29 years it was time to replace the HVAC system in our home and Russell's Heating and Cooling was a great experience from the fist visit. The technician who evaluated our system was very thorough and confirmed it was only a matter of time before our humid cool air would turn into hot humid air. We opted for the worry-free service from Russell's and the installers worked all day and into the night, in the rain at times, to make sure our install was done! Our first night with crisp dry air in the home was amazing! With the thermostat set to 73, everyone was very comfortable (even cold) when a day earlier 70 felt warm in our home because of the high humidity. Can't wait until winter when we turn the furnace on!

I have had a great experience with this company. My new system is a few months old now. The sales person spent time measuring my house, windows, and how much sun I get to determine what size system. I was taken through each step of the process. I understood what I needed done and why. While a new system is costly, the 0% financing makes it possible. The guys who installed were fantastic, polite, punctual, took precautions to not dirty the house, explained to me what they were doing and why, and walked me through the new system (dampers and thermostat). I would definitely recommend this company!!!