Michael & Son Services Inc

Review: I had work done to replace the main sewer pipe which is located in the front to my house but on the side to the right. My neighbor and I have a common lawn area where the digging took place. While digging down to remove the pipe, my neighbor's porch and steps were damaged. The guy from Michael and Son was digging down to get to the pipes. However, some pipes were removed, but all the pipes were not replaced. I was told from the guy who was digging from Michael & Son if he kept on digging, it would cause the collapse of the two porches. So, I asked if the pipe that remains would be okay and would it cause any problems later on. He told me no that pipe would not cause any problems. I said do not dig any more. Also, while digging, the lawn on my neighbor's side was disturbed. My neighbor had come on the front of his house by then and the digger told my neighbor that his property would be put back the way it was. The work was done and the dirt and grass was put back on the two lawns. After a heavy rain fall, it caused both of the lawns to sink. I brought some top soil and replaced the soil on my neighbor's side. I called Michael & Son to tell them about this issue with the grass. A few days later I noticed that the neighbor's steps were falling apart. I called Michael & Son and they came out to patch up the neighbor's steps. Recently, while walking to my door, I noticed that my neighbor's porch was unaligned. This issue came from the digging that was done to replace the pipes in the front of my house. I have been calling to speak to some one at Michael & Son about the damage to my neighbor's porch but no one has called me back on this issue. Plus, I was going back and forth with the manager and some one in their customer service department about the grass issue too. I have photos and emails on this issue.Desired Settlement: My neighbors are innocent in this situation and should not have suffer for the damage done by this company. Any help in this matter is greatly appreciated. We all want to do what is right.

Business

Response:

Michael & Son Services takes all concerns very seriously. After

reviewing this file, we feel that we had satisfied the customer's issues with the yard after the sewer replacement .

My elderly mother called them to install a kitchen faucet that she supplied, and check for a water leak believed to be under the dishwasher. I told her to have them just move the dishwasher into the garage twenty feet away since they had to pull it out anyway and it was ancient and broken. Well, I was astounded to find they charged her over $600 for that work, two hours on site, nearly $300 to install the faucet and over $300 to disconnect the dishwasher and move it a few feet! I had a licensed plumber install a kitchen faucet for me earlier in the year for about $120! Their repair invoice said they put in a new stainless still supply line for the dishwasher - Nope! It is true they gave her the price up front, but she has no comprehension of what is involved or how long it should take, other than to think it sounded high, but a little old lady isn't going to tell the guy to leave. They didn't leave her with an invoice/receipt since they E-mail them, and she doesn't have E-mail, so she had no record of it. I called them and got one and strongly contested the charges. They weren't budging, saying they were their flat rates and she agreed to them. The guy I dealt with in customer service wasn't good about getting back to me, lied upon leaving me a voicemail, and then no left the company. I resumed with a woman, who I talked to briefly and wasn't familiar with the situation. I E-mailed her my original written complaint and she said she'd get back to me - never did. Sent her another E-mail 2-3 days later asking for status - no response. Michael & Sons are the sm of the earth. I will check my avenues of recourse through appropriate govt agencies.

They are the worst company that I have ever dealt with, no since of accountability. 9 months two water heaters later, they still have not fixed the problem and refuse to admit they do not know what they are doing. They damaged our property and now we owe more money due their negligence. You should never call these guys, I am not sure how they get their certifications, but I am talking them to court to make sure they don't do this to other customers.

Review: On 9 September this company serviced my AC unit because it was not shutting off on its own. A service rep changed the amenities on the unit.

On 9 September this company serviced my AC unit because it was not shutting off on its own. A service rep changed the thermostat twice, left marks on the wall which I will have to re-paint, the service rep spent about 4 hours in and out of the house working in the unit. I have no knowledge of how to fix an AC so I let him work on the unit. The service rep said that he had to change the amenities in the unit; he changed several parts on it. He also tried to put free on in it, and I was standing next to him when this happened, and the valves went all the way down, he emptied the free on and then put more in there, he also charged me for the free on. The unit worked for a few days, but then it stopped working properly. I called again another rep came and said that the unit was broken that I need to replace it and it will cost from 5-12 thousand and they had financial plan, I refused and he said he could reimburse $300.00 from the original charges. I put a dispute on my credit card and got a refund because I felt they did not fix the problem, instead they broke the unit and wanted me to buy a new one from them. I called my realtor and she explained the home warranty will cover for the repair. I shut the unit off because the weather was pleasantly cold and I did not see the need to run the electricity. Recently it started getting really cold, and I tried to use the heater in the unit. Unfortunately the heater did not even start. I know for a fact that the unit was working before all this service men show up because I had the house inspected and the unit worked on both setting cold and heat. On 11 Nov Viking Mechanical Services came to assess the problem on behalf of the home warranty. The rep asked me if someone had worked on the unit recently, I confirmed that information. He then proceeded to explain that someone wired the whole electrical system wrong and the fuse was not working because of that. He also explained that if I try to run the heater it will not run, it can cause more damages even fire because someone had changed the wiring. The only company prior to Viking assessing the problem that worked on this unit was Michael and Son. The home warranty will not cover for the repair because it is a wire problem and not a wear and tear or other proble** covered by the warranty. Like I mentioned, the unit was working fine, it just needed to shut off on its own to avoid the unit running 24/7 costing me my whole body in electrical bills. Now I have no heating system in the home, I will have to pay another company to fix what Michel and Son did wrong and according to the Viking rep, it will be a hard repair to do because we are talking about live wires wrongfully tied, which can cause a fire. Now I do not know what to do. I have children living with me in the house and winter is here already. I trusted a company that see** to not provide quality service, it see** to me they are out to break syste** to make people buy their products, or they just don't care enough. If the system was not repairable from the get go, the first Michael and Son rep should've told me that the unit had no solution. And, I almost forgot, the first estimate was about $450.00 or so, it escalated to over $700.00 at the end of the work. I and no other option that to pay it with my credit card because he was "done" with the job. I did get a refund for the charges, however, the main concern is that it appears that in fact they broke the unit or un-wired and re-wired the unit and it no longer can function properly, to the point that another company will have to repair this mess, costing me more than I expected and can afford. I am seeking a positive solution to this matter. Someone will have to fix my unit and re-establish it to the normal capacity so I can heat up my home and keep my Family warm during the harsh cold weatDesired Settlement: I need for this unit to be serviced in good faith and re-establish it to its normal operating condition so I can provide a warm and cozy ambiance to my Family during the cold winter. I was in a way obligated to turn off the unit after the failed repairs, an did did not vent earlier because the weather was cooperating, but now we are in serious business, winter will be harsh this year and I am not planning on suffering because of some negligent repair failure. Fix or replace, whatever the case m

Business

Response:

Thank you for allowing us to respond to **. [redacted]. We have spoken to the customer, made offers to assist her and she has agreed to work with us.

Review: I authorized a several service repairs totaling $2142.05on 12 April. When the service professionals came to do the work on 17 April, they wanted an extra $1700 to do the work that I agreed to pay the $2142.05 for. I called and complained that this was unethical and that I should only be charged for the work that I authorized on 12 April. They agreed and the work was done. It was only two weeks later that I noticed and extra $300 charge on my credit card. I again called to complain. I spoke with the Company VP on 2 May who agreed to refund the $300 and cancel my service agreement. It is now four days later with no word from the company and no resolution.Desired Settlement: Agree to what was agreed to on the phone for their company VP on 2 May.

1. Cancel $689 yearly service AGREEMENT-2 COMPLETE HVAC SYSTEMS WITH PLUMBING AND ELECTRICAL INSPECTIONS. Way too expensive. Company VP agreed to cancel with a date of 2 May. Nothing heard. Not good on their word.

2. Refund $300 overcharge.

Business

Response:

Thank you for your e-mail regarding our concerned customer. MIchael & Son service did accept his call and handled his claim accordingly. Many companies ask for at least 10 days or longer before you will get your refund. Since we do not have a refund system most refunds are sent out on fridays with vendor checks and customers receive them based on the mailing location.

Review: Business did not provide services. I disputed the charges on my [redacted]. Now taking me to court

This business, Michael and Son, mislead me fully on the services that I hired them to do on my AC unit. I learned this after the AC was never repaired and after their worker left my house on the day of the service appointment.

After 3/4 hours in my house, Michael and Son's worker left loose cables and screws on my AC - probably so that I will make the decision to buy a new Unit -- as they were strongly recommending. This can be confirmed by the third party I hired to fix my AC unit when Michael and Son failed to do so. Not only that they mislead me on the status of my unit, but they also replaced a good part claiming that it was not working. The part was tested by another business, and they gave me the results in writing stating that the part is still good under the requirements. I do still have the part with me as evidence. For this, Michael and Son charged me $554. I disputed the amount with my credit card company and I thought the case was closed. Please note that I submitted a complaint to you (Revdex.com) earlier on this.

I am submitting a new complaint to convey that, now, Michael and Son is taking me to court next month to try collect the $554 with interest and lawyer's fees. I am not sure why they are doing this, because I have plenty of evidence that Michael and Son acted with full dishonesty. In addition, Michael and Son's representatives were very unprofessional and discourteous. All this facts have supporting documentation.

I have learned that Michael and Son has several complaints submitted to Revdex.com on the same grounds. I would like to ask that the Revdex.com takes action on this business. Please do not allow dishonest businesses to plague the area, profit from their dishonesty, and to continue affecting consumers as such.Desired Settlement: I would like for the business to stop misleading and taking advantage of consumers. I would also like to see the authorities to do something about this business or the type that are out there praying on the consumers. Many thanks

Business

Response:

Thank you for allowing us to respond to our customer’s

concern. We are very sorry for [redacted]’s concerns. We have offered many

solutions to close this concern with no real help from the customer. We ask that this matter be closed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Michael

and Son did not offer solutions only harassment and unprofessional communications. They

tried to harass and coerce to get payment from me for services they did not

provide. There is plenty of evidence and

supporting documents that attest to my complaint. They are trying to intimidate

me with a lawyer and court now to get payment, but I am confident that truth

and justice will prevail.

Kindly do look into

claims of many customers who have filed complaints to Revdex.com – which are many--

and which also attest to how dishonest Michal and Son is and how much they are

taking advantage of customers.

Regards,

Business

Response:

David we offered to reduce the bill by the freon $155, offered to come and change the contactor and I believed we offered her up to $250 in store credit. She declined and said the other company just gave her the money back. When we didn't budge she wrote the Revdex.com . She kept threatening to do it as well for almost a month or so before she finally wrote you.

Review: I purchased a new HVAC system from Michael and Sons in late 2010/early 2011 for approximately $8,000.00. I have had continuous problems with it at least once year, in extreme temperatures. This year it has already broken down twice. Although Michael and Sons repairs the HVAC, it often takes several days. This is extremely inconvenient and frustrating, as this is an investment/income property, and I depend on that income. It is also extremely inconvenient, frustrating and horrible for my tenants, as they are the ones suffering when the HVAC is out of order, people are in and out of the unit, they pay rent, they have to take time off from their employment to meet the technicians, etc. Should I meet the technicians, and since I live 2 hours away, I am forced to drive a very long distance, purchase a full tank of gas, food and beverage, and in the future, since the HVAC takes days to repair, I will need to stay overnight in a hotel... with my dog, OR have her boarded nightly until the HVAC is repaired. (In regards to the question above: "Does your complaint involve a health issue?" - YES, I believe it does. Being without heat in winter months, such as November, December, January or February could certainly become a health issue in my opinion.)

Thus far, M&S has been good about repairing the problems. But I am truly fed up. I find it embarrassing, frustrating, expensive, and a complete rip off. I have received plenty of counseling sessions from Michael and Sons employees when these problems arise, but I'm tired of that too. All I want is my HVAC system to work like it's supposed to, but my confidence is gone, and I do not believe at this point that it ever will as it stands now.Desired Settlement: FULL REFUND FOR HVAC, plus other expenses. I would also like to cease my relationship and communications with Michael and Sons, and purchase a new HVAC elsewhere. Another desired outcome is to get my life back, which has been held hostage by the HVAC since the day I purchased it from Michael and Son.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to our customer’s concern. Michael & Son’s HVAC Manager, Eddie S[redacted] and I feel we have done everything [redacted] has asked to be done regarding her concerns dealing with her tenants’ requests for service. We are asking this file be closed because all concerns have been addressed and met.

Consumer

Response:

I do not agree with Michael and Son’s request that this complaint/file be closed, and I ask that it not be. At this time, based on the history of continuous annual and bi-annual problems and outages of the HVAC system since I purchased it in 2010/2011, I do not have reason or confidence to believe that it will function in the future at a dependable level in which was purchased and promised, and has continuously failed to perform thus far.

While Michael and Son asserts the claim in their reply that they feel they have “done everything” I have asked to be done, I do not feel that either I – or my tenants, should be constantly placed in the position of needing repairs on an annual or bi-annual basis, for a product that was purchased for full price and in good faith. Neither do I accept that repairs always take several days and are a risk to my tenant’s health in severe weather, as well as their employment (due to the length of repairs). These constant HVAC outages also affect my own reputation and reliability with my tenants, impose long travel time, personal expenses, and safety issues for myself (if I am forced to stay overnight in an affordable hotel, or cannot find one, and must sleep in the car).

Again, I request a full refund from Michael and Son for what I believe to be a defective HVAC system, and that this matter not be closed before this matter is satisfactorily resolved.

Sincerely,

[redacted]

Regards,

Business

Response:

Michael & Son Services feel we have done all that can be done to assist this customers current concerns. She noted that she is annoyed by future concerns we can't determine that but we can assure you and her that we will arrive to assist with corrections as we are obligated under her warranty.

Review: I purchased a new HVAC system with Michael and Sons in December 2010/January 2011, and have had numerous problems with the system ever since. While the company has responded to my correspondence and attempted to correct the problems, a permanent solution has never been obtained, and the problems continue. I would like to ad that the HVAC system is located at [redacted], and is a rental property from which I derive my living. The tenan ts have complained twice in the past 10 days of the heat going completely out. In the summer of 2012 the air conditioning went out. In December 2011, the heat went out. I believe the system to be defective, and I further believe the remedies Michael and Sons has pursued to permanently resolve the issue have simply been bandaids that do not solve the problem.

Michael and Sons now makes the claim that my condominium management company is responsible for the current loss of heat, stating, "the warranty covers parts and labor with Michael and Son only. It does not cover unauthorized work as we can not verify the work done or weather it was done correctly. It will be difficult for us to warranty this unit going forward and would suggest that your Management Company should take full responsibility of any expense that may incur assuming they authorized the work from another contractor on your Heat Pump unit.".

This leaves me in the position of accepting without question what I believe is a defective HVAC system, and therefore arguing with two corporations (Michael and Sons, and [redacted] (the condo association).

It also leaves me with the very real possibility that I purchased a defective product that cannot be repaired and that Michael and Sons will not replace, that I will have a battle with my condo management company concerning this situation, and I will suffer the loss of my tenants at the property, as well as becomming unable to continue to renting the unit, thus greatly interfering with my ability to keep up with the property, offer it as a legal rental to anyone, and suffering a substantial loss of income.

I need help.

Sincerely,

[redacted]Desired Settlement: I should not have to pay for repairs for a defective product, whose repairs thus far have been insufficient.

Consumer

Response:

Review: Michael and Sons on-site tech never discussed/explained that in order to receive a discount on the entire electrical service that I had requested I had to order a one year service agreement called "Home Care Maintenance Agreement". If this had been explained upfront, I would've requested a seperate quote which would've been higher and I would've subsequently aquired another vendor.

While I can fully understand an on-site tech who forgets or is unable to explain to a customer a certain feature or product line . . . I am having a hard time wrapping my head around why at least one seasoned manager at such a well-established organization such as Michael and Sons can't see the clear miss-communication that took place. In this specific scenario, Michael and Sons did not lose man hours or equipment cost, but rather it is the customer who is being held hostage for a service agreement that he did not request and has not been porformed.Desired Settlement: Michale and sons has offered to refund a partial refund, however I find this completely unacceptable becuase had I been propertly informed from the begging, I wouldn't be in this situation because I would've chosen another vendor.

I would like others to be aware of my experiences so that they can take extra precaution when using this company.

I would like a full refind of $389.

Business

Response:

the customer received a prorated amount of services used and time served.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Their one sentence response does not address the complaint. It doesn't sound like they took the time to investigate what the complaint is even about.I never requested or received services for the "Home Care Agreement" which was charged for $395, do I don't understand how they can make the claim that services were probated. My complaint is about one specific charge.

Regards,

Business

Response:

From: Mandisa D[redacted]<[redacted]@michaelandson.com>Date: Fri, Dec 12, 2014 at 12:38 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>, Vance S[redacted] <[redacted]@michaelandson.com>?The refund was quoted to you earlier.We would like to be able to close this file with the Revdex.com, please contact the office directly and they will go over the refund with you. . Thank you

Review: This company is awful. I had a gas leak from behind my stove the weekend before last and called [redacted] Gas who diagnosed the problem and turned off my gas pending repair. The plumber who came out quoted me just under $400 to repair the problem, including an emergency fee, while my father was present. It was a relatively high price for the work that was needed, but because I am a physician and my week was going to be hectic at work, I agreed to pay it. He looked around for a while including at the pipe that needed repair. He reported needing a part that he would be unable to get until the following Wednesday, but made me pay (slightly less than the original quote) that day for some work that he did that was not necessary and I did not ask for. He promised to come the following Wednesday at 5:15 pm to make the repairs. So, I race home early from work to meet him that Wednesday and when he arrives at 5:45, he does not have the right size part. He said he would come back the next day with the right part, but called me mid-day to say he couldn’t get the right part on time. I couldn’t be home Friday or the weekend at a given time, because I am on-call, so he agreed to come on Monday at 5:15 pm. I leave work early again to be there on time. At 6pm, there was still no sign of him so I called the company, who said there was a delay. I get a call from him at 7:40pm that he could be there in 20 minutes. I said fine. When he arrives (this time with just me present– a single young woman), extremely late and fatigued appearing with irritable mood, without looking at anything, quotes me another $500 to finish the job (a very quick repair). I complained to him because he quoted a much lower price the weekend before (when there was a man there) and I had already paid them over $300. He said he needed to talk to a manager and quickly and angrily grabbed his supplies and mat and slammed my door and exited the building. 15 minutes elapse and I don’t hear anything from him. So, I called Michael and Son’s, and spoke with a customer service leader named DeAndre. He was pleasant and helpful. I explained that I was uncomfortable with the situation and given the late hour, did not think it would be a good idea to allow him back into my condo building given that he had marched off and slammed my door. DeAndre agreed to call him and tell him not to try to get into the building and told me he could arrange for a “master plumber” to come between 5:15 and 8pm the following day (today). I told him that I don’t feel comfortable with servicemen coming out very late at night and he promised that they wouldn’t. Lo and behold, I leave work early AGAIN today only to get a call from them at 7:15 saying they are going to miss the window and couldn’t tell me when they are going to be there. I explained that I was promised that this wouldn’t happen again, so they put me on the phone with DeAndre, who sounded embarrassed and had me speak with the plumbing manager, Malcolm. This guy makes no attempt to apologize to me for the awful service and proceeds to tell me that the money I paid was for another pipe in the “manifold”, which [redacted] Gas did not find when they were there the SAME day and which the plumber never said to either myself or my parents who were visiting and there for the whole encounter. He then became extremely condescending towards me when I complained that I could have seen several patients in the time I spent waiting for them, and said “Doctors keep people waiting all the time too”. Well, I’m not a surgeon, but I’ve never met one get called for an emergency leak and fail to fix it, then order the wrong part, then arrive too lethargic and irritable to do the job properly, and then never show up at all for a final appointment a week and a half after an emergency call. What a horrific experience! This company should be shut down for unethical business practices.Desired Settlement: Finish the job with a competent plumber or full refund

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to our customers

concern. We refunded her money and

concern has been satisfied. The work has

been completed and we gave her a full refund.

Customer complaint has been satisfied.

Review: I have had a monthly home care agreement with Michael and Son since February 2011

(# [redacted]). On Sunday, January 12, 2014, my [redacted] heat handler

(Model #[redacted], Serial # [redacted]), which was installed by [redacted]’s Heating and Cooling ([redacted] dealer) in July, 2005, stopped working.

I called Michael and Son and a technician arrived on the evening of Monday, January 13, 2014. Please recall that during the month of January 2014, particularly during the last three weeks of that month, the temperatures in the Washington, DC area were frigid, often in the single digits at night.

My family and I endured no heat in my home for 18 days, despite the fact that I almost was in daily telephone contact with representatives from Michael and Son. Over a two week period, Michael and Son representatives made two attempts to order the correct part and two visits to my home to repair the heat handler.

At the end of the first week, I found it necessary to purchase four space heaters and borrow four more to provide some minimal heat in my home to prevent the pipes from bursting. I had to operate the heaters 24 hours a day in order to stay in my home. On Saturday, January 13, 2014, the heaters overloaded the circuit breakers. I called Michael and Son and a technician arrived and checked the circuit box. He also informed me which electric outlets I could safely use to operate the space heaters.

At the beginning of the week of January 27, 2014, a Michael and Son representative informed me that the manufacturer, Trane, no longer made the parts needed to repair my heating and cooling system. According to the Michael and Son representative, the only solution was to purchase and install a new Carrier heating and cooling system, sold by Michael and Son.

On Tuesday, January 27, 2014, I called [redacted]’s Heating and Cooling. The owner came to my home that evening and inspected the heat handler. He assured me that it could be repaired and took the heat handler motor with him.

On Wednesday, January 28, a Michael and Son sales representative was waiting for me when I arrived home from work. I had not scheduled such a visit. The sales person gave me an estimate of approximately $5,559 to replace my existing system.

On Thursday, January 29, a technician from [redacted]’s returned and installed the repaired motor. My home finally had heat after 18 days.

On or about February 6, 2014, a technician from [redacted]’s returned again to my home and permanently repaired my heat handler at a cost of $1, 136.95, $400 of which I already have paid.

I find it unacceptable that Michael and Son’s only solution to my heating problem during some of the coldest, record breaking weather in this region in years was to replace my entire system, while [redacted]’s technicians were able to correct the problem in two days.

Chronology of Michael and Son and Customer [redacted]

January 12, 2014 and Wednesday, January 28, 2014

Sunday, January 12: [redacted] heat handler stopped working. Customer called Michael and Son.

Monday, January 13: Michael and Son technician arrived. Checked handler and stated that a new part had to be ordered. Technician indicated that order would take 5-7 business days. Customer reminded technician about the below freezing outdoor temperatures and the interior house temperatures which averaged around 55 – 60 degrees. Customer also spoke to Michael and Son supervisor in [redacted] to request assistance in expediting the situation.

Tuesday, January 14: Customer spoke to supervisor on 1-800 number. She indicated that part was available in Alexandria and would be picked up tomorrow on Wednesday, January 15.

Wednesday, January 15: Customer spoke to representative on 1-800 number regarding appointment for repair. Customer then spoke to manager of parts department who informed customer that he could not find the necessary part in this region, that he had even checked with the manufacturer. Part would be on back order until the first week in February, 2014. Parts department manager called customer and informed customer that part had been located in [redacted] and was being shipped over night to Arlington area. Parts manager stated that a company representative would call when part arrived and would schedule service visit for Thursday.

Thursday, January 16: Customer to Michael and Son Customer Relations representative. Technician arrived and stated that part shipped from [redacted] was incomplete and would have to reorder the needed parts. Customer purchased four space heaters and borrowed four more to assure that pipes in the house would not burst due to freezing temperatures.

Friday, January 17: Customer Relations representative called to assess customer comfort level; however, provided no new information regarding resolution of the situation.

Saturday, January 18: 6 am: house temperature -61 degrees F; temperature outside 29 degrees F. Circuit breakers overloaded and shut down all power in the house. Customer called Michael and Son. Technician arrived to check circuit box and assured customer that no damage had been done to box. Advised customer regarding location of outlets to safely plug in space heaters, to set space heaters on medium temperature, and confirmed with supervisor an offer to reimburse customer for the cost of the space heaters (Customer receipts attached).

Sunday, January 19: at 6:00 am outside temperature was 29 degrees F and inside temperature with space heaters was 58 degrees F.

Monday, January 20: 6:00 am outside temperature was 38 degrees F and inside temperature with space heaters was 63 degrees F.

Tuesday, January 21: 6 am: 35 degrees F outside and 66 degrees inside. Weather forecast: Storm advisory for 1-4 inches of snow. Federal government closed. Frigid temperatures with wind chill.

Wednesday, January 22: Customer spoke to Customer Relations representative and to Michael and Son parts department. Response: “We are working on your order as hard as we can.” Customer asked if she should call [redacted] manufacturer. Part department reply: if customer calls [redacted] – that action will stop Michael and Son order and process will start again. Michael and Son representative would not give customer Trane’s customer service number. Part department indicated to customer that part should arrive by Thursday or Friday. At 11:00 pm at night; outside temperature – 18 degrees F; inside temperature with space heaters – 64 degrees F.

Thursday, January 23: temperature outside was 11 degrees F and indoor temperature was 64 degrees with space heaters. At 7:00 pm, Michael and Son technician arrived and examined the handler. Apparently, the part that was ordered was not the correct part. Technician took photographs of part needed to repair the heat handler and promised contact with manufacturer

Friday, January 24: outdoor temperature 8 degrees F and indoor temperature 68 degrees F with space heaters. Customer calls customer relations representative. No progress.

Saturday, January 25: outdoor temperature 24 degrees F and indoor temperature 68 degrees F

Sunday, January 26: outdoor temperature 24 degrees F, inside temperature 68 degrees with space heaters

Monday, January 27: outside temperature 39 degrees F and indoor temperature was 68 degrees with space heaters. Customer spoke to Michael and Son representative and was informed that the manufacturer no longer makes the part(s) required. Michael and Son representative informed customer that the only solution was the replacement of the entire system, including the outdoor air conditioning unit.

Tuesday, January 27: Customer called [redacted]’s Heating and Cooling. The owner came to customer’s home and inspected heat handler. Owner assured customer that handler could be repaired and took motor with him.

Wednesday, January 28: A Michael and Son sales representative was waiting for when customer arrived home from work. Customer had not scheduled this visit. The sales person gave customer cost estimate for new Carrier heating and cooling system of $5,579 to replace 2005 [redacted] system.

Thursday, January 29: A technician from [redacted]’s returned and reinstalled the repaired motor. Customer finally had heat after eighteen days.

Thursday, February 6: [redacted]’s technician returned with permanent repair at a cost of $1,136.95Desired Settlement: 1. Reimbursement for the cost of four space heaters- copies of receipts attached

2. Payment to [redacted]’s for the balance due on the repairs

3. Payment to Dominion Power for cost electricity during the period in which I

did not have heat: January 12-January 28, 2014

4. Cancellation of my Michael and Son service contract.

Business

Response:

[redacted], this is your complaint.

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Jun 2, 2014 at 11:12 AM

Subject: Revdex.com - [redacted]

To: [redacted] <[redacted]>

Cc: [redacted] <[redacted]>

[redacted] - Below is a response I have tried to send 2x for **. [redacted]. As I said before, something is NOT working properly with the online reporting and responses. HOW can we fix this? Please see response below and forward to [redacted] at the Revdex.com.

Thank you.

Michael & Son Service Inc has tried to reach this customer several times and customer has never returned our call. MIchael & Son has agreed to refund her for the 3 heaters she purchased while she was waiting on a decision to be made. We were unaware that she had another company working on her unit and that they were able to get it to work.

After a search of the market for a new part for her unit there were none available. Michael & son Service Inc do not rely on after market parts or reused parts as a solution to our customers concerns.

Thank you for your letter of concern and we will forward her refund for the three heaters we were aware of to satisfy this claim. We will take no responsibilty for the cost of any other service company who she has chosen to correct her unit.

- [redacted]; Customer Relations Manager

Office Manager

Michael & Son Services, Inc.

5740 General Washington Drive

Alexandria VA 22312

P- ###-###-####

F- ###-###-####

"If you can't, we can!" ™

Review: This was a service issue involving my refrigerator. The tech, [redacted], assessed the situation and said he would not know the extent of the problem as to why water was not flowing into the ice-maker and he would determine that by "process of elimination". The price COULD be as high as $500 if it was the worse case scenario. I agreed to that approximate cost so that he could begin working to resolve the issue. He immediately assessed that the plastic tubing that delivered the water had deteriorated and needed to be replaced. I agreed to his recommendation of copper tubing. That was all that was needed and he completed the repair in 10 minutes and pushed the refrigerator back in place. The bill came to $473 just for swapping out the tubes. When I questioned [redacted] on the value of the tubing, he guessed it COULD be as much as $80 and as for the rest, plumbers were expensive! I reluctantly paid with my credit card because I did not feel it was wise to press the issue with a technician. Shortly thereafter, I placed a call to Michael & Son and was transferred to "[redacted]". [redacted] said I signed an agreement and therefore was bound to the price I was quoted. I told [redacted] that my understanding is that I agreed to an "estimate" of the worst case scenario, but it turned out to be a simple and basic repair. That would call for a reduction of the estimate.Desired Settlement: I am a woman and a senior citizen. Those two facts are a common occurrence for overselling and price gouging. If the technician had stated to me in simple terms such as "there will be no change in this price even if it is the simplest repair requiring little time", that would have given me the option to agree to being gouged or telling the technician that this was unreasonable and I would not want him to perform the service. I cannot believe that anyone who fully understood their practice would agree to pay that amount of money for such a minor repair. I would like this bill to be reassessed by Michael & Son, Inc. and a refund issued accordingly.

Consumer

Response:

Review: On April 8, 2014, I began work on having an HVAC installed in my home, and the installer fell through the ceiling causing significant damage and debris. The vast majority of the repairs were handled professionally; however, the carpet (less than 2 years old) was COVERED in insulation. While we were able to vacuum it up and the company paid for it to be professionally cleaned twice, I continue to pull up insulation when I vacuum, and I am generally displeased with the cleanings overall - particularly given the new age of the carpet and the additional wear and tear deep cleanings do to a carpet. I began dealing with Michael F[redacted] locally; however, days would go by without him calling me back so I finally was put in touch with Vance Sheppard. 20 days went by after speaking to Vance before I reached back out and let them know my displeasure for lack of follow up. Vance blamed Michael F[redacted] and said he had been in touch with me and had plans to send a carpet installer to my home. F[redacted] never called me or left a message. That week, I spoke with another manager, Claude, and his resolution was different than Vance. He said the intention was not to install new carpet; rather, he would visit my home and bring a "carpet expert" to examine the damage. This would be the third visit to my home to review the carpet in addition to the 3 days from the HVAC installation and additional 3-4 days for the other repair work. I told Claude, as I had told the others, that additional visits without a promise of resolution were a waste of my time and I was not willing to do that.Desired Settlement: I really don't want to continue dealing with them, as the communication takes forever and they don't seem to be willing to make a decision. Just give me a good will credit and let me replace the carpet on my own. I Have a 12 month old with allergies who crawls all over the place, and if they won't replace the carpet, I will. And I have already told them this. It's not a matter of wanting something for free. It's about doing what is right and what's safe for me and my children.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to this concern. We made many attempts to help this customer and she was willing to allow help but later claim we failed to call her and assist her with return calls.

Michael & Son asked the manager of the area to make contact and he left messages and they were never returned.

We made several attempts to clean her rugs and according to the carpet company it was successful.

Nothing other contact has been made and we feel this matter should be closed as resolved.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:There was clearly miscommunication from Michael & Sons DC office to the [redacted] one because, as I discussed with Vance, I never received any phone calls from Michael F[redacted] - which explained why I was never hearing from Vance.

Review: on Monday 10/20/2014 I called to have my 5 year old furnice serviced. A technician showed up that evening, and I do appreciate him calling me to let me know he would be late. after a diagnostic, he concluded a bad run capacitor and a bad Igniter switch. After agree to replacement , he said he didn't have igniter switch and that it made no sence to have just one replaced. an appointment was made for next afternoon replacement. On Tuesday 10/21/2014 evening technician arrives to replace parts, upon replacing ignitor switch it breaks. I asked if someone could drop off or meet him half way to a new switch. I was informed that that was not possible and a new appointment for next morning would be made. On 10/22/2014 late morning a technician arrived and finally had my furnice, putting out heat but the blower was very poor, duct cleaning was suggested another appointment was made for next afternoon. On 10/23/2014 I waited....waited.....waited and no one showed up to clean the ducts. On sunday 10/26/2014 a $350.50 charge was made to my credit card for work never performed.Desired Settlement: full refund of total money paid to this company $858.50.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to our customer's concern. [redacted] received a full refund of all of her money back on October 28, 2014. Customer complaint has been satisfied. Please close this concern.Customer’s desired settlement has been met.

Thank you,

Review: My air conditioning system stopped working on July 11. I called the company and they said they could come out that evening to diagnose (others said they could not come until Monday afternoon, July 14 so I agreed). When I got home from work on July 11 at ~ 7:00 pm, the technician had been there for ~ 10 minutes. He then told me we needed a new variable speed blower and control panel...an approximately $2,000 repair. I asked him if he checked the unit outside and he said yes, it was working fine. I told him it was not working fine, the fan was not turning on. He said he'd check again and when he did he acknowledged it wasn't working fine and told me it was probably just a capacitor, which he checked, acknowledged it had failed, and replaced it. The outside system then worked. I then asked him if he thought I still needed the variable speed blower and control panel and he said yes. I replied, but it's working, I don't understand. He said yes, it's working, but not working well. He said he would tell his office what parts I needed and they would call me to verify order on Monday, 7/14. In the meantime, he told me not to turn on the AC as it would just casue more damage. I said ok and he left. I then got the feeling the technician was either incompetent or being unethical, i.e., getting me to acknowledge and order an expensive repair that was not needed. So the next day (saturday morning) I called another company that could come out in the morning, [redacted]. The repair man came out, turned on the system, checked everything, and said it was running fine. I then told him about the other technicain the night before and he told me that there is no such thing as a variable speed blower only partially working; it either works or doesn't, and I don't need an expensive repair to replace my blower and electrical panel, it works fine. The 2nd repairman was right. My AC works fine. It immediately began cooling down the house, has worked fine since I turned it back on saturday morning, and I saved ~ $2,000 by not following through with what the Michael and Son technician led me to believe on Friday night.Desired Settlement: I would like the company to know that I know the technician was either incompetent, or trying to sell me a very expensive uneeded repair because I was desperate to get my AC working. I don't know if this was the technician's doing, and/or if the company was behind this, but either way, I believe the company and/or its representative tried to use the fact that I had no AC, and was somewhat desperate, to try to sell me an expensive rpair he/they know I didn't need, when all I needed was a new, inexpensive capacitor in the outside AC unit, which he replaced. I'd also like others to know my story in case the company has a history of reportedly doing this....but a co-worker told me a similar story experience with this company related to wanting to charge an excessive amount for a repair she did not need.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to our customers concern. We are very sorry for [redacted]’s experience and wish we could have had a better outcome. I wish more options could have been given. Our goal is to not take advantage of customers but to offer a long term fix and not a general replacement of a part. Michael & Son has been serving customers since 1976 and our practice has been to service customer’s needs and not overcharge customers.

Review: I called Michael agent to tune my air for $59.00 Which was working last season. As per my dominion power instructions, paying for cleaning and tunning. The person came but gave me the bill of $389.00 .I was not in mood of repairing it because the person looked shady . But he said you have to pay $59.00 for tuning . I said why when air is not working how come you tune it. So any how he insisted me to pay . Then I called another company Automatic Climate ,who fixed and clean for $180.00 . I request you to help me to get my $59.00 because I think I was cheated by him.Desired Settlement: Refund of $59.00 which is not fair.

Business

Response:

Thank you for allowing

us to respond to this concern. Michael

& Son have no record of a concern with this customer’s tune-up

complaint. In addition, if the

customer’s unit was not working, our dispatch rate changes to $89.00 to

complete a full diagnostic.

We are sorry for this

concern and would be more than happy to offer our customer $75.00 in Michael

& Son store credit to settle this concern.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Reply with proofs; DEAR SIR, RESPECTFULLY I WOULD LIKE TO SUBMIT THAT::::::He did not say any charges like $89.00 for diagonistic before starting the job. I told him just tune up and it was used in last winter. If something is wrong dont touch it.Tune up if its working.Otherwise just leave it. How long would it take to check if this device needs more work or not tunable.Just by checking the on/off switch. Because I know how they make money. So my doubt was 100% correct. When he gave me the estimate of $695.00 .After a few days I called automatic Climate and he did not say any big replacement of fan etc. Plus he was complaining that some untrained person had messed up the fan wiring .You can call and verify from him. It is not old enough case. You can call him and verify what was wrong He did not not replace even a single thing. In addition he charged the freeon of 3 lbs $45/lb.

Regards,

Business

Response:

We identified that the customer had a concern with his unit, which based on our way of doing business as stated in the first response the price difference would have gone to $59.00 to $89.00. If we needed to repair the unit at whatever cost would have been assessed, in addition to the $89.00 Most Customers will hire another service company and they will come in and do the work based on the way that they do business, but based on the outcome of the other service company we would have resolved it the same way. Each company has their own travel fees and our company is no different and this was the reason for our cost for being in the customer's home. If he would like for us to assist him with this matter we will be more than happy to come over and do a full assessment on his unit to make sure that everything is working as it should. The cost for this would be $0.00. otherwise we would like to close this concern as satisfied. On Thu, Dec 4, 2014 at 11:12 AM, [redacted] <[redacted]@michaelandson.com> wrote:-- Thanks Vance S[redacted]Customer Relations Manager Michael & Son Service Inc.5740 General Washington DriveAlexandria,Va.22312Office ####-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]I am rejecting this response because: It was told to me on phone that there would not be any charges for estimate and checking. Still the company is doing same thing on TV add. By dodging and manipulating the words would not do any good. My simple and humble request is 'please return my money' because your business did not satisfy me. I don't want to call t.v channels for complain and don't force me to put up in u-tube etc for public observation. Then I would be justified to let you keep my money,as to satisfy my conscious.Now the ball is in your court.

Regards,

Review: In January of 2014 Michael and Sons responded to a service call to our home. repair caused a problem later.

The January 2014 service call by Michael and Sons resulted in a replacement of a "relay " . During this time the service technician rewired the internal motor. The motor is a 240 volt motor. The heat and motor did not work as it did before. Limited heat was blowing from registers. The service technician indicated because unit is old need a new one. On March 22nd 2014 around 3:00 in morning our household was awaken by a burning smell.The smell was traced to the heating unit and power turned off. A service call was placed to Michael and Son. Upon new inspection of the heating unit two " contactors were burnt and a 3-amp fuse blown" Upon a more in depth observation by a third party being the cause of the problem as the number concern for safety. The internal motor was wire at 146 volts and the 'contactors over heated and became stuck" Numerous phone conversations resulted in zero action by them to repair the January 2014 repair ticket free of charge and properly wire the internal motor to 240 volts and repair the damage caused by the relay not being wire correctly.Desired Settlement: reimbursement of the first service ticket $59 in needed heating elements since heat was out. $750 for other party to fix the repairs that were done incorrectly by Michael and Sons

Business

Response:

Response for [redacted]: we have done all we can do to help this customer. He has taken the position of a technician and has had other companies working on the same unit and last we spoke he has a working unit. We told him that he needs a new unit and we still believe that to be true. It is summer now, he maybe able to say different until winter season comes back. - Vance Shepard

Office Manager

Michael & Son Services, Inc.

5740 General Washington Drive

Alexandria VA 22312

P- ###-###-####

F- ###-###-####

"If you can't, we can!" ™

Review: 02/15/2013 Michael and sons - that we choose based on Revdex.com rating by the way, came to replace our kitchen faucet. They brought [redacted] Kitchet faucet that with istallation and everything and warranty cost us $1200 and advertized that as the best of the best piece with lifetime warranty and their service warranty of 1 year. Kitchen faucet failed in 4 months stopping to open water in the kitchen. Finally, on 11/25/2013 Michael and son plumber appered and replaced a washer saying that is the only problem. Faucet stop working in a week - the same thing. Now Michael and son saying they will bnot comne for repair and do not answering neither phone nor e-mails. Those guys are crooks and it is SHAME we choose the on Revdex.com rating.Desired Settlement: Replacement and price adjustment for their undicent job and low quality: Chin-made faucet stayd in the house for 12 years and did work: we replaced it ONLY because its paint became looks old. This "American-made Dream Faucet" is complete failure and Michael and son service unaccptable and faucet shall be replaced and money returned for failed service. MIchael and sons rating at Revdex.com is UNFAIR.

Business

Response:

Revdex.com Response: do not know the date of this Revdex.com letter, however the faucet was replaced for this customer on 12/27 and the notes indicate that she was very happy... I will follow up with her with a phone call to confirm this and request a retraction from her as well.... [redacted]; Plumbing Manager

Review: In April of 2013 - just a few months ago, my husband and I have a new HVAC system installed in our home by Michael and Sons - we chose them because we felt they were a reputable company and had good ratings etc. Last evening, November 12th my husband and I were in our home - a regular evening and our power went out. We recognized that this was isloated to our home. My husband went out and checked our panel box and it was smoking and had burned - the breaker that tripped was the one that controlled our new HVAC system - the breaker was not updated when the unit was installed as it was supposed to have been. Our panel box is very messed up - we called Michael and Sons as we had all of our paperwork and have a year's warranty - we got the run around with the folks on the phone - they were not cooperative but finally sent someone out to look at the issue and charged us $89 to come and the told us it was the panel boxs' fault and want to charge us almost another $2000 to have all of that replaced - they should be replacing this at no charge to us because this is an issue on them - we have no power no heat and really can't stay in our home until this is fixed - Its a continual circle and we aren't getting much done - this company was highly rated but this is customer service that no one deservesDesired Settlement: I want the $89 refunded I want our panel box fixed and I want those guys to own up to what is going on - I want to get back into my home and know that all of the money we spent on the new unit was worth it and nothing is broken and I want it done ASAP

Business

Response:

Per [redacted]:

I spoke to the customer and she and I agreed to settle her concern with a reasonable solution.

Poor customer servicelack of professionalismIncompetent techniciansQuick on selling you the services that they can never provide (24/service, same day service, member priority, etc)A technician arrived at my Condo on 5/for poorly functioning AC, misdiagnosed the problem- per his peer who came next day, charged me 922$ for the membership service, plus change of two parts which were absolutely unnecessary, and left my condo while I insisted it did not seem that my AC was working since the room temp was still 76!! and I could not feel the crisp cool air flowing, but he confabulated that it takes time! Sure enough the AC never kicked in, after more phone calls finally they got someone to my condo again on 5/which added some Rto my AC but obviously not enough, he confirmed the first technician misread the Rlevel (which he wrote in the statement he refilled it partly and not adequately!) and said he was going to talk to his manager to check the system for a leak (obviously he knew the AC would not kick in again!), and be aware that every time they leave they reset the AC that it keeps it running for a while and makes you think they fixed the problem, but it shots itself off shortly by the safety switch due to whatever problem (that I believe in my case is a leak somewhere or inadequate R22) so they make you believe that your AC is working but shortly after their departure it stops again!! Anyhow today is 5/and I called for service again and the manager very calmly and indifferently (almost felt like purposefully) stated that they have no opening till Sunday 5/Are you kidding me? 1000$ charge in less than hours (which BTW included the 24/7, same day, member priority service), poor diagnostic, poor performance, poor problem solving and now no AC for another days with outside temp of degree? and worse than that no accountability at allOverall I think these people are so loaded that losing one client does not matter muchWorse not trying to help another individual with their "expertise" is not what they live forThey are not running a service company for fellow citizens, they are running a for profit scam business for themselvesThey need to address a lot of issues from their customer service level to their management levelIt is sad that professionals like me have to rely on businesses like them to have a simple AC service