Heidi in Scarborough

After many years of good service with Laird & Son, I am planning to try a new HVAC company. This is with some regret because I have found the work of some technicians at this company really good. However, others have a more negative attitude and do not seem to genuinely care about my house and my HVAC system. What has sealed my decision to leave, however, isn't whether I had one or two bad experiences with maintenance. It is what I perceive to be the entitlement of company managers. All you have to do, to notice this shift is read their reaction to negative reviews. The tone is defensive, and in some cases even aggressive. A manager even suggested one review could be "fake". They don't seem to get it -- they don't respond to phone calls then blame the customer. They don't meet customer expectations, and blame the customer. They overcharge, then aggressively defend their "great" service. Customers have other options. I will buy a new furnace with a different company.