Furnace maintenance and repair
The technicians are friendly, courteous, and very service-minded. However, I found their availability and the responsiveness of the office staff underwhelming.
My initial call was to ask for a tune-up and repair, and although I told the person scheduling the call that I wasn't getting heat, she made no effort to try and fit me in earlier. The tech who came a week later was courteous, got everything working again, and was very helpful in explaining what was wrong and giving me tips on maintenance I can perform.
A couple of weeks later, I came home from Christmas vacation to a very cold house. Laird's phone system was down - not their fault, I realize - so I couldn't even leave a message. I went to the website but there was no mention of phone issues or an alternate number to call. I left an email - no response. Finally, I remembered that I had the tech's number on my cell phone so called him directly to get my call logged.
Another tech did come by that night (after trying to convince me to wait till morning) and got the furnace working again, but it is now four days later and I have no heat again. Called to log a call and was greeted by voice mail with a deeply nested menu to get to emergency service. Left the message 2 hours ago, and sent an email - and have not heard from anyone.
- Approximate cost of services:
- $300.00
- Company Response
We first attended this home on December 8th and again on December 28th. The second call was not charged and the call from December 8th was refunded to compensate this customer for their inconvenience.
While attending to hundreds of calls it can happen periodically where for a variety of reasons or human error we do not meet a customer's expectations.
We do take it seriously and have apologized and tried to compensate this customer.