I have to say that I'm VERY disappointed with Laird & Son. We hired them for a routine cleaning and their service guy promptly broke our heater leaving us with no heat on a night it went down to zero. We have a 4 year-old, so to say it was a stressful night, would be an understatement.
When I called the next day to complain, the women who answered the phone was surprised to hear the news. She said she'd take care of it. She never called back with an update, apology, etc. so I assumed we wouldn't be charged.
When I got a bill in the mail, I called to express concern/surprise - their response, 'We didn't charge you for the parts to fix your heater'. This blew me away. Should I be thankful they didn't charge me for the parts to fix the heater they broke?? What about the inconvience of having no heat overnight!?
She finally knocked off $50 from my bill; however, the damage had already been done. I've come to realize Laird & Son clearly suffers from low customer sevice, communication within the organization, and follow through. In a city with so many other viable options, I will not be using Laird & Son again. I would recommend you think twice too.
- Approximate cost of services:
- $150.00
- Company Response
Nov.11,2011
In response to this Customers Review, we would like to comment with the following points: In October while performing routine maintenance at the Kyle residence, the ignitor broke, during the cleaning. The technician explained that he would replace what was needed and return as soon as possible.
Unfortunately and unusually we were unable to access the replacement parts until the following day. The furnace was repaired and the customer was provided with the maintenance tune up and services for Free of Charge.
We take our excellent reputation seriously and regret any inconvenience to the Kyle family.