Russells Heating and Cooling

Very professional and knowledgeable on their products. Today I had them come out for a full maintenance to make sure everything was working fine before winter started. My technician, Chance, was on-​time and very helpful. He was patient with all my questions and explained everything in depth and what were my best options for the problem he found. He also waited around while I researched the product he suggested to ensure I wasn’t getting ripped off by his company. This is the first time I have ever used this company but after customer service like today, it is now my go-​to should I have any issues in the future. Thank You

When I was looking to have my oil boiler serviced for the first time the first thing I checked was reviews. I was skeptical of everyone. I chose Russell’s and am glad I did. The initial servicing was quick and reasonably priced, but then some problems developed. It could of been a lack of oil on my part neither they nor I really know for sure. What I do know is that this company was responsive and made it right. They ended up coming out an additional two times until my problems were fixed and at no extra cost. Rob Wills was the technician on the 1^st and 3^rd visit. He was professional, on-​time, and answered all my questions. I feel like this is a company I can trust moving forward.

I can’t speak of personal experience with their service as I will NEVER use these people after experiencing almost being run of the road and flipped off by a driver with license plate WTK 8093. He apparently had no regard for road safety.

Called in yesterday because I was having issues with my thermostat. The woman who answered the phone was very helpful. The took down my information down and told me their technician Rob would be giving me a call. Here we are, 24 hours later and still no word from Rob. I can only assume that they figured my problem wasn’t profitable enough to warrant so much as a call back.

Awesome service and very professional technician.

This company does not really care if they get it right when they install your unit.
I have had problems from the start. I am waiting on a tech right now. Do not use them. If I could I would give them no stars
I will call Monday to complain. Doubt I will get any satisfaction.

I contacted Russell’s for a second opinion, because of what I was told from another «popular» HVAC company. The 1^st company I dealt with came and looked at one area of my AC and told me I needed to replace the entire unit ($ 5000+). I called Russell’s and the service tech came and basically took the entire unit apart and found exactly what the issue was. The problem was a bad capacitor. Needless to say… It was MUCH less than a $ 5000+ job. The tech let me watch everything he was doing and explained everything in detail. He even went over things that I, as a homeowner, can do to make sure I stayed in the know about my unit. I am very satisfied with Russell’s and their professional staff. I think I’m going to stay with them and leave these «other» companies alone. I would put the other company’s name down, but I decided not to. Suffice it to say… They have the most commercials I see in HamptonRoads.

If I could give zero stars I would. Set up a appointment on friday for a estimate to have my hot water heater replaced was given a appointment for monday between 4 and 7pm to me that is a large window for a appointment but I accepted. So Monday rolls around and I wait around the house for three hours and they are a complete no show. No phone call nothing they just never showed up. Very unprofessional I have never had a company just no show a appointment I have made.

We just had a Lennox AC unit installed by Russell’s H&C. Their techs did an awesome job and cleaned up after job was completed. The main technician made sure to show us everything to include: monthly maintenance that we can do for regular upkeep, how to use the thermostat, how to use the mechanical dampers if needed.
The only con was the salesman who seemed to be new. I had done my research and knew what I should be paying. After getting 2^nd quotes, Russell’s called back (on their own) with «corrected quotes». Since they were able to install sooner than alternate company, we went ahead with their business.
FYI…our water heater is from Russell’s also (x3 months ago). As for any HVAC company, it’s smart to do your homework before getting any quotes. There are plenty of sites out there that can help out with knowledge.

The management of Russell’s Heating & Cooling is absolutely horrible!
I do have to say the mechanic’s and the office folks are absolutely awesome though. It took over two weeks to have a water heater installed in my home and my wife had to miss two days of work, but that’s not the problem. Clearly there can be some process improvements! But when I called to ask what was happening, I spoke to Will Degroot (I’m not sure I spelled his last name correctly), this is the most un-​empathetic and rude individual I have ever spoken to. And I work in insurance claims! He was more worried about who gave me his phone number and told me my wife rescheduled our appointment for the following Monday. Sure she did, after no one called to say they were not going to be able to make it on the assigned times for the second time. I guess two eight hour windows wasn’t enough, we needed a third. Then I said ok, I’ll speak to the president Buddy Smith and see what we can do. So on Monday 12/​09/​2013, I left him a message to call me back and still have not heard from him. What I wanted to do was thank him for his technician’s work, as they had renewed my faith in the company, but then I’m let down again with no phone call from the president of the company.