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.