Laird & Son Heating & Air Conditioning

My experience with Laird and Son went from bad to worse. I contacted them twice to make a service visit and each time I asked them to check into why my furnace was making an annoying rattling sound. I was told twice that it was because it was older and there was nothing they could do. So twice I paid for a service visit and they did not fix the problem. Finally I tried again and they told me it was the fan cage, which would cost me several hundred dollars to replace. My boyfriend (who has no experience fixing furnaces) decided to see if he could replace it himself and when he took a look he immediately saw that there was a loose metal piece. He solved the rattling problem in a few minutes, saving me a lot of money. No relacement part was needed. On another occasion, they replaced an incorrect part. I wasn't home when the repair was done but when I got home and asked my son if they'd come to do the work, I found out they'd replaced a part outside on the AC unit instead of inside on the furnace! These two things happened about two years ago. To Laird and Sons credit, they credited me for the visits and gave me a free maintenance plan for two years (which includes cleaning and inspection). But each time I called for any kind of maintenance, they had no record of the free plan and I had to re-send the original confirmation email. But I felt I should be loyal to them because I had bought my furnace, AC and water heater from them, I had been using them for 15 years and they had tried to set things right. So last year I spent almost $600 on a repair. Make no mistake, they were still making money off me. The last straw was I called them a few days ago to make an appointment for cleaning and inspection. I asked if the free maintenance plan was still in effect. The woman on the phone said, "Yes, you can get one more cleaning and inspection on your plan." I was actually pleasantly surprised because, first, she acknowledged the plan right away and, second, I thought the plan must have been close to expiring, so I was happy that we could make another complimentary appointment. Note that I would have been fine with paying for the maintenance if the plan had expired. Also, let me make it clear that the conversation was at all times very cordial. A few minutes later, the same woman called me back and told me they would not be able to offer me service. I asked what she meant and it turned out they were terminating me as a client. I was shocked. She said she could provide no reason for the blacklisting. I asked to speak to the manager. To date, I have left two (very polite, by the way) messages with the manager asking for a call back and have heard nothing. I explained that I would simply like to know why I was being blocked as a client. I can't get over the ridiculously terrible service.

Interviewed a few competitors and selected Laird and Son. I was very pleased with the excellent service, great workmanship and tidy and courteous professionals who completed the installation. I would highly recommend.

Trouble with my old furnace. Dan the tech guy explained in great detail and pointed out trouble areas to be dealt with and options opened to me. Opted for total replacement. The next day two of the nicest service guys ever, Ryan and Brian did an amazing job setting up the new unit and cleaned up everything. They talked me through the operation of the new furnace and explaining how my humidifier would work with it. The Napoleon furnace installed is a beautiful piece of high tech heating and the added duct work was superbly done. Very happy. -Jack Lovell

Following a smell of gas and a city visit to ensure safety... we had Laird and Sons swing by. Mac from Laird and Sons was fantastic. Assured my husband the not so old furnace needed a replacement part and we could extend the life of the furnace. When it does comes time for a new one this is where we will be going!

Last summer I was removing my heat register in my bedroom to change it when the register fell 2 stories down the heat vent!!!! I tried to fish it out to no avail, so who could help me? I phoned Laird and Son and they sent out someone and with a lot of clever maneuvering he managed to get it out.I knew to call them because they clean my furnace yearly.
Thank you Laird and Son!!!
Lynn

I had my furnace inspected on Sept. 22 by Noah and he noticed that the expansion tank needed to be replaced. He indicated that "the office would get back to me".

The office never did, and I had to take the initiative to schedule an appointment.

For the second appointment, a different technician arrived (Mike?). The replacement tank that he brought was defective. Again, he indicated that "the office would get back to me". (This was October 18)

Again, the office never did, and I had to take the initiative to schedule an appointment.

The third appointed on October 24 afforded me the opportunity to be introduced to a third technician. This time, he arrived with the wrong tank. For the third time, he indicated that "the office would get back to me".

Guess what? I just took the initiative once again to schedule a fourth appointment. I mentioned to the person on the phone that my patience is running low and mentioned that I thought a discount was in order for my time. She blew it off: "Oh, you will have to talk to Noah our service manager..."

Laird and Sons provides excellent customer service. I received an appointment within 48 hours of calling. Service person showed up on time and worked quickly. AC working great again. Price was right.

Laird & Sons has been servicing both our furnace and air conditioner yearly for the past decade or so. They have been pleasant to work with and arrive within the scheduled time frame. I've appreciated that they are willing to call ahead to let me know they are on their way so that my schedule is not completely tied up and I can head home when I know they are on their way. When our A/C broke down, they were busy with many calls as it was a heat wave but they were able to come out within a couple days and fix the problem quickly and reliably.

Laird and Sons has services our boiler since we bought our downtown semi, so we gave them a shot at quoting the job when we decided on a new three-headed ductless A/C system. The whole experience was a good one. From the pre-sales to inspection and the install day, the whole team was professional and responsive to our questions. They offered good advice on how to maximize our investment and were candid when some of our ideas weren't going to work like we hoped (but always had an alternative). The install itself was done beautifully as if it was on their own home, and the price was fair.

Laird & Sons continually forget that we have an ongoing contact with them.
Further, today we've spent a vacation morning waiting for their technician to arrive (expected window 8-12:00). Called at 11:45 to ask where he was - they have him booked for noon to 5:00. When I booked this appt 2 weeks ago, we had had a clear conversation- I repeated back the booking for their receptionist.
Highly unprofessional, in my opinion.