I had a really good experience with Laird and Sons in November 2016 when they came to do an Fall service of our Slant/Fin Galaxy boiler. The technician was knowledgeable, and it was serviced under their Fall service special at a very reasonable cost.
Flash forward to this May, and the boiler suddenly stopped working. Won't ignite. I didn't consider it a big deal since we're getting out of cold weather season, so I placed a call on Monday evening. I left a detailed voicemail on their voicemail after their message indicated they would get back to me the next business day.
Tuesday came. No callback.
Wednesday came. No callback.
Now, finally, with the outdoor temperature expected to drop, I called Wednesday evening and chose their emergency number. I got their voicemail. Left a message for their on-call technician. I received no callback until this morning (Thursday).
I guess they have a different idea of "emergency" than I do.
Not returning my phone call the next business day, as promised, is no-no. Their emergency non-response when I called back was also disappointing.
When their staff called me back this morning, she said she did not receive the Monday message. Later, Brian called me back and said that someone tried to call me yesterday and there was no answer (I didn't receive a call, and even if I were to miss their call, I have voice mail.)
Just a big unfortunate mix up, and based on my experience, I don't have a lot of confidence when it's an emergency situation that they can deliver.