Negligence with regards to extended warranty that was purchased
I purchased a furnace from them along with installation. The furnace came with a 5-year warranty and Laird and Son offered, quoted and sold the furnace based on a 10-year warranty (5-year bonus). The 10-year warranty was quoted, written in the invoice and paid for, however, it required that the furnace be registered with the manufacturer within 60 days of the installation. This, like other rebates and paperwork, L&S said that THEY would take care of doing it all.
Six years later when a part is needed under warranty, as I found out after calling the manufacturer, L&S failed to register the furnace with the manufacturer within 60 days of installation, and so the furnace warranty was only for the standard 5 years. Of course, L&S wants nothing to do with this anymore because I chose to not use them for the maintenance.
And, the extended warranty did not even apply to labour because that required me signing-up for a separate, multi-hundred dollar maintenance contract only with L&S each and every year without interruption).
That's negligence on L&S' part that penalizes and costs only the customer. The manufacturer won't honour the 10-year warranty because they stand to sell more equipment, and L&S stands to have another installation.....well, not with me.
If it wasn't for a perpetually growing city where losing a client doesn't mean much to a company, these companies would have to be a lot more professional and fight harder to retain customers and their satisfaction. Fly-by-night or so-called reputable professionals...they are all the same.
- Approximate cost of services:
- $11,000.00
- Company Response
Dear user,
This certainly would not happen if we made an error in registering equipment we would always honor what we said and we would eat the bill on the parts labour. Please email us at servicedepartment@lairdandson.com so we can look into this for you. Very sorry to hear about this, this is certainly the first time we are hearing this. There have been cases over the years where we have indeed neglected to register equipment in error and every single time we have covered the part and held up our end of the agreement.