Kiernan-Laitinen Heating & Air Conditioning

I called this past Friday at 12:30am after waking up with no heat. I chose them because they installed our central air unit. I left a message with their answering service. Their answering service said there was an on call tech. I called again at 2:00am and the answering service said they’d put in an urgent request. It is now Monday night at 5:51pm. I still haven’t received a call. Fortunately, I called another company in the meantime and my new energy efficient furnace is being installed on Tuesday!

Poor customer service. Office staff is unfriendly, unhelpful, and sometimes unresponsive (unless they think I still owe money). Owner came out first, he was great and I was put at ease with the work that needed to be done, however when scheaduling the appointment I took off a day of work to be home, and when they never came, I called to find out they "postponed" my appointment because I haden't made payment arrangements yet. I paid in full and the techs came out the next day (which I had to take another day off from work for). 2 techs, one seemed rushed, and the other seemed inexperienced. They ended up 'missing a step' and forgot to connect a pipe. 2 days later, my basement flooded because they forgot to connect a water drain pipe. They came out, connected the pipe, and left. No apology, no refund or discount. 2 weeks later they called saying I still owed money!

I have been a 25 plus year happy customer with furnace and boiler repairs. Recently, I had a boiler issue. Sadly, I did not feel comfortable trusting my boiler pipes in the hands of the techs that came to the house When on the phone with the company, I quickly realized the lack of listening and customer service skills they have. Regardless of what I was trying to tell them they would not listen and they insisted they could not come out and do my repairs until warmer weather, in 5 months. I called another company in Racine. They came to the house the same day since I did have a leak and no water or heat on the 3rd floor. They were very pleasant, they were educated. They told me this was an easy fix, maybe 4 hours of work, and would do the work the next morning. I did hire the company and they accomplish beautiful workman's ship. They showed customer satisfaction 100% and the beauty of it; this company was a former employee of Kiernan heating. Life is good again, now that I have a new, wonderful company to work with in the future. Sharon