Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****e cord and replaced the thermostat with a used and scared one. Then the technicians left telling me that the heat was back on. I went inside to find the thermostat reading "ERROR (danger, contact ******)" and the heat was not working. I called Russell's immediately, but there was no available workman to help me until 2 more days and nights. When he came on 4/11/2025, he struggled to correct what he called the "tangled mess" in the attic and he told me to call again because I "deserved compensation". For a week, I called eleven times to speak to a manager without being allowed to do so. I was told by the office staff that management was not going to reimburse me. Russell's failed me as a long term customer and failed their company's promise to offer me "reliable experts".
  I did contact ****** and they explained that they can not control Russell's policies because they are an independent and private company.

  

  Business Response

  Date: 05/02/2025

  Thank you for sending this over. I will handle this and get to you on the nest steps. 

  

  Business Response

  Date: 05/05/2025

  Thank you for the chance to respond.
  On April 9, 2025, we completed a routine maintenance visit at Mrs* ******* home. During the visit, an electrical issue occurred that caused the heating system and thermostat to stop working. Our technicians found that the issue was due to a failed electrical component that is not covered under the ****** manufacturer warranty. While the system itself has a 10-year parts and labor warranty, this warranty does not include external electrical wiring or cords.
  We understand this was frustrating for Mrs. ***** and that she experienced a delay in getting her heat restored. We also regret that the thermostat provided did not meet expectations and that the technician may have disturbed a plant outside the home.
  After reviewing her concerns and speaking with our management team, we offered a $*** refund as a goodwill gesture. Mrs. ***** accepted, and we have processed that refund.
  We value Mrs. ***** as a longtime customer and are sorry for the inconvenience. We appreciate her feedback and are using this situation to improve how we handle similar issues in the future. 

  Thank you! 

  Jennifer Dorneval

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/01/2023
  Received poor customer service from the supervisor. Technician was apologetic, but refused to put me in touch with supervisor. I was told that a part covered by warranty was out of stock and would be shipped to me and I had to pay the shipping. I did not agree with this and wanted to speak to supervisor. I was told no. I was then told that the manufacturers warranty was not valid with the manufacturer because somethingvwasbwrong with the serial numbers and no one at Russell's bothered to tell me. The tech stated that they would honor the warranty, they have too!, but I would not be able to use the warranty with another company. I told him that I was stuck in using them. I also requested in writing from the manufacturer that my warranty is in place so I could use another company. Unfortunately I had to pay for the shipping and I have to use Russell's to fix my heater if I want heat before the end of next week. I want my warranty and I want reimbursement for the shipping of the part.

  

  Business Response

  Date: 12/07/2023

  Good afternoon, 
  
  On Behalf of Russell's and American Mechanical, I would like to formally apologize. I will submit a refund request for the cost of the overnight shipping. In addition, we will type a letter stating that we will cover your unit until 2028 through services provided by Russell's and American. I understand the feeling of being stuck with us but we always aim to make it right.  In this case, we always aim to make it right. In this case what we can do is refund the shipping cost, provide a letter, and allow us another chance to have a better experience with us. 
  
  I will send a letter via mail. 

• Initial Complaint

  Date:04/18/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. We appreciate the prompt response on this matter.
  
  
  
  Sincerely,
  
  
  
  **** **********ome when she was alone. This is completely unacceptable. We trust Russell's to have professional staff in our home with ourselves and our children.
  
  As remediation, we want an apology from management and a promise to educate it's staff to not participate in this predatory practice. We also would like a free contract extension for 1 year. We would leave Russell's but the extended 3 year warranty on work already done is just too valuable to let go.
  
  In conclusion, perhaps this was just a bad apple technician but we haven't be exactly lucky with Russell's staff/work but do appreciate the customer service overall.

  

  Business Response

  Date: 04/18/2023

  Afternoon, 

  We will have a letter sent to the customers home first thing tomorrow morning. It will be signed by the service manager and we will absolutely honor an extended 1 year of Maintence.