I am beyond disappointed with my experience with Laird and Sons on December 22nd.
I had been using Laird and Son for my oil delivery and maintenance for many years. In March of this year I switched to gas. Laird was more expensive for the actual furnace, so I went with another company, but because I had such a great experience with Laird over the years, I decided I would give them my annual service / maintenance business going forward.
I called a few weeks ago to make the appointment. I explained my situation (new furnace, not installed by Laird) and I asked if I would void my warranty by using Laird. She said no.
When the technician came out, I explained the situation to him. He laughed at me! I asked “am I wrong to use Laird”? He said no. I asked if I was voiding my warranty. He said no. I left him in the basement.
A short time later the technician came up to explain to me that if my furnace breaks down, the parts are covered by warranty, but the labour is not. I checked my paperwork and I saw that I have a 12 years parts and service warranty. I went down to the basement to explain that and he said I MUST use the same company that I purchased the furnace from otherwise it will void the labour portion of my warranty.
This did not seem right to me… if I buy a car, I don’t void my warranty going to a licensed mechanic, instead of the dealership, but I did not argue further. He was the expert. Or so I thought.
That said, I took his advice and told him to stop working and to charge me for his work to date. He charged me $159 + tax – full service price even though he did not complete the service.
I came into work and emailed the company I purchased the furnace from. They confirmed (as I knew) that I can use any licensed technician.
The technician was NOT educated, gave me incorrect information, wasted my morning AND charged me $159 + tax for NOTHING. My furnace has not been serviced.
I have emailed Laird and Sons and received no response to date.
This has left a horrible taste in my mouth. Laird and Sons has gone from being a company I wanted to give my business to for many years, to me finding an alternative because of this one employee.