Peter in Rosedale

We had spent 48 hours being held hostage by another heating company (Mckinnon) - see separate review. Their cost to solve the problem was $9000. After having the problem fixed by someone else, they returned to our house and disconnected our gas at the street in -15C weather. Luckily for us I then found Laird and Son. After calling Laird and Son, there was a technician at my door in 20 minutes. He was courteous and helpful and made us feel comfortable from the moment he walked in the door. He inspected the repair, turned the gas back on and ran several computerized tests before certifying everything as safe. It took him less than an hour and the total cost was $150. He then helped with a couple of small adjustments for which he did not charge. Wow. What a difference. I would actually rate Laird and Son at "11" for customer service above and beyond reasonable expectation.

Should be Mckinnon Heating and Terrorists. I have been a Mckinnon customer for 15 years. Two days ago I called them because the heat exchanger in my boiler was blocked. I needed it repaired ASAP so I could turn the heat back on. The temperature outside was -15C and my house has 100 year old "insulation". Upon arrival, they immediately red tagged it and disconnected it from the gas supply. I asked if they could please repair it for the short term and they said it was not worth repairing. I asked that they please keep the gas water heater running and they said they could only do that if I agreed to buy a new boiler from them. I said I was not looking to shop around and they left it running. They then sent their salesman over to sell me a new $9000 system. They also said before they would work on a replacement I would need to remove some asbestos, install a newer chimney liner, build a small furnace room in the basement etc. Then they lent me some small electric heaters from Canadian Tire. I contacted another company for a second opinion. They said that although the unit was quite old, what it really needed was a good cleaning. I asked Mckinnon to do this and they again refused saying it was not worth it. I had the heat exchanger cleaned and restarted the heating system. This was just in time as the water pipes to our top floor had already frozen. If the pipes had burst it would have done substantial damage to our property. The next morning I woke to find Mckinnon trucks in front of my house disconnecting my gas at the meter. They not only turned off my heat, but also shut down my 3 gas fireplaces and water heater. It seems that if I am not going to buy a new system from them that I am not allowed to have any heat in the house at all. I then contacted another company - Laird and Son - who was able to send someone over immediately. Their technician inspected the whole installation and found no problems. Then then turned the gas meter back on and ran several computerized tests before certifying it as safe. The moral of this story is buyer beware. Seek a second opinion. While Mckinnon focused on finding problems and holding me hostage, Laird and Son found immediate solutions and worked through the problem. In future, I will be giving my business to Laird and Son. I gave Mckinnon a "1" only because the salesman left the small electric heaters as he bolted out the door. I would give "Laird and Son" an "11" if the web site would let me go that high.