Michael & Son Services Inc

My husband called Michael and Son Services in Richmond VA to find out if they had a same day slot to fix the AC unit. The person he spoke to on the phone said they had a slot for between 4PM-8PM. The service call would be $89 but we had to get our credit card authorized first. They sent us a form fairly immediately. There were very few fields to fill out so it took us about 10 minutes at the most to fill it out and send it back to them. However when we called back, they said the same day slot had been filled and that they had a weekend slot available but that the service call would cost $189 instead. At that point, we told them that we would try another place. Ten minutes later, they call back saying a slot had just opened. Giving them the benefit of the doubt, we took the slot. The technician came to the house at 4:30PM. He said that the unit was low on refrigerant since the indoor coil was leaking. It needed a capacitor replaced as well since older system motors can cause capacitors to go. To repair would cost $3,600 and to get a new system (which he highly recommended) was to be between $4808.00 and $5325.00. We said since it was too expensive, we would first get a second opinion and then decide. The second business we called said that just the capacitor had to be replaced. The rest of the unit was fine. If there was a refrigerant leak, the coils would be encased in ice.
Michael and Son Services Inc Richmond VA is a dishonest business that cannot be trusted.

Review: I was charged $112.00 for doing nothing. The original agreement was for winter maintenance for 49.99.

I have a working central electrical furnace and asked this company to do their advertised pre- winter maintenance. The technician arrived and opened the furnace back panel and mentioned that this system is old and needs to be replaced totally. Later he unplugged a wire from its connector and closed the panel. That was all. For less than FEW minutes. Then he went on and on to sell me the new system but I refused to make a decision at that moment. Then he says , I have done the maintenance, and since your system is defective !!!!! and I rewired it, I need to charge you extra 60 dollars which bring the total cost to 110 dollars. After a week, I am still feel like being robbed, nothing in my furnace has changed, nothing has been improved, no real service was performed on my furnace and I was charged 112.00 dollars. For what? for which job? for which maintenance? for which service, just for coming and opening the panel door with four screws? I even was ready topay the 49.99 but when I HEARD THE EXTRA $60.00 , I was really upset. The person offered that if I buy the new system from them , I would not get charged for anything but since he was not successful to convince me, did this extra charge to make sure it would hurt. This was th e most unprofessional visit I have ever seen by a company and every night I see their advertisement in TV, it reminds me of that unfair charges. There was no clear definition of their service prior to the person's arrival and I clearly explained to the 800 number person and the same guy over the phone that my central system needs to be evaluated not repaired. I am using this website to get back to this company that mis advertises.Desired Settlement: I was charged extra 60 dollars that I still do not understand for what reason . Even though the technician did nothing to improve my system, I honor the 49.99 original agreement but I believe the extra charge was not justified in any way.

Business

Response:

Thank you for allowing

us to respond to this concern. Michael

& Son have no record of a concern with this customer’s electric furnace complaint.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The organization failed to honor its service commitment to move me to the head of the line when I was in need of a plumber in an emergency situationSupervisor promised to get back with me inside of an hour with an updateCalled 2+ hours later with same storyBest they could offer was a hour window for responding the next morning
I have paid $29.00/month for years in order to have priority handling for just such a situationHave done so based on earlier responses to fix failing A/C unit within minutes on a very hot summer FridayObviously the service is no longer valid, nor consistent with the promise contained in the contract/on the website.Desired Settlement: Return of at least one-year's service fees and payment of bill paid to service company that engaged even without a contract and promptly fixed the problem
Business
Response:
Thank you for allowing Michael & Son Service Incto respond to our home care agreement members concern regarding his missed appointment.We have an obligation to serve our members with priority service and we failed to complete this service as promised.We agreed to settle with [redacted] by paying his service call that was ran by another company

Review: I was overcharged for quoted service to fix air conditioning. Initial estimate was for $684. Was charged 1179 for additional parts.

8/28 technician quoted repair to be $684 and one part. After he made repair, system made same noise and he told me it would be an addtional 475 and he would have to order another part. I contacted several people with Michael and Son and was told by Victor in customer relations at ###-###-#### that they would credit my credit card for the $495 overcharge that was not included in the original quote. I have not received the credit.Desired Settlement: Refund of $495

Business

Response:

Thank you for allowing us to respond to our customer's concern. All conditions have been met. [redacted] has been refunded as promised.

Review: On June 18,2014 we had a bad storm that night wind, lightening and rain. I have a treed lot maybe a tree branch got into my heat pump but the next morning it came of and I heard something sounded like a knock and the system turned of, I was on my way to an appointment so when I return I called Michael & Son and ask them could someone come out and check my system to make sure it was Ok. I was leery about turning it on. I thought Mr. D[redacted] who came out on 20 June, 2014 was going to check my system. He lied and told me the furnace was gone and convinced me to do a contract for a new system. On Saturday I was still upset that he didn't really check the systems so I turn my circuit breaker and the thermostat on and my system started running as it had prior to the knock. I checked it out another day letting it run and by Sunday I realized that another company was trying to scam a senior citizen. So I canceled the contract via fax at [redacted] on Wednesday they were still calling to setup the install even though I'd spoken to Michelle on 6-24-14 at 8:30 am to make sure they'd receive the cancellation. Just more intimidation.Desired Settlement: Would like an apology for many calls and intimidation tactics they tried on me. Additional would like Michael & Son Services to stop selling seniors systems they don't need and stop lying to people who want to trust them. Additional I'd like them to lose my information and never contact me again.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to our customers

concern. We will be happy to apologize

to [redacted] if she feels we did not serve her 100%. Please ask [redacted] to call the Customer

Relations Dept. (###-###-####) and we will be happy to talk to her.

Review: Based on the advise of the technician from Michael & Son, I replaced my hot water heater. Since the change, I have had problems with the hot water lasting. The company replace the heater and the problem still exist. I have done everything asked of me (had M&S electrician check the power source, the rep from heater company ([redacted]) came out and stated he saw no problem with heater, another M&S technician came out and bled every faucet, toilet and all other water sources to ensure there was cross circulations of the hot water source (did not get that report-I have requested it twice)...there was an offer to replace take with a larger tank, however, due to space limitations that offer was taken off the table, gave a listing of water use in my household by the three members in my home. I do laundry on Saturday nite and I use cold water, dishwasher is not an option, so water use by dishwasher does not exist. I have spoken with the owner regarding the problem and he keeps saying not to worry about the warranty, he wants to fix the problem. We'll lately, his story has now changed, if I need a larger tank, it is something I will have to fund? I can not get this matter corrected, no shape, form or fashion. Hot water was not an issue until I took the M&S technician's advise, yet I can't get this matter corrected without having to spend more of my hard earned money. I had hot water, M&S caused this problem, yet they don't feel the need to correct it. Again, I have done everything asked of me, even paid M&S in full and on time, but now all I get is constant request to continue the parade of foot traffic in my house, draining tank, wasting my water and running my water bill up with no solution.Desired Settlement: Restore my hot water source, so that it last...I paid for a service which I am not getting, or consider returning some of my money so that I can get this matter corrected. Again, it was not a problem until I followed your technician's advise.

Business

Response:

Review: Generator purchased approxiamately a year ago. Generator stopped working a couple of months ago. Michael & Sons continuously promises to complete repairs, but never meets scheduled

appointment times. Either they will call and say the part has not been delivered or they will re-shedule a repair time and don't show up. They will call and re-shedule for the following week, saying

the delvery truck has not shown up and reshedule again and again. This cycle has been going on for weeks.Desired Settlement: I would like a new generator at a discounted price.

Business

Response:

Thank you for your letter regarding our customer [redacted]. We had some concern with getting the parts due to back log and manufacturing.

Review: I sold my house in [redacted], MD in November, 2012. Before settling on the house I had electrical work done by Michael & Son which stated that the work was done and the technician found no other problems per my agreement with the new owner. After settlement the new owner called and asked if they could talk to Michael & Son as they thought they found problems. I told them they could and told Michael & Son they could talk with the new owners in the belief that they would talk about the work done that I believed was done.Instead, a representative from Michael & Son came to the house and did an inspection then told the new owners that I refused a home inspection and that there were several things wrong.In turn, the new owners sued me costing me attorney fees to defend myself as well as having to travel back to Maryland for court. I want Michael & Son Services to pay my attorney fees. They violated a contract with me by providing services then telling the new owners services were not done. I did write to the man who sent the letter to the new owners regarding this, but did not receive a reply.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my attorney fees paid.

Business

Response:

We were instructed by [redacted] Johnson

which items were to be repaired. We were never shown a Home Inspection

Report to go by, we were given verbal instructions. We repaired the

items she requested, she paid us and acknowledge satisfactory completion

of the repairs.

Review: I purchased a new Carrier HVAC system in July that broke down Oct. 1. Michael& Son hasn't been able to repair it after three trips to my house.

July 5 **. [redacted], a Michael& Son (M&S) salesman, provided estimates for a new Carrier HVAC system.

July 10 **. [redacted] returned to write a purchase contract for a new Carrier HVAC for $4,590, that was financed by [redacted] for $92 per month. Installation was scheduled for July 17.

July 11 Secretary called to confirm appt. for July 17 for installation. I told her to call my cell phone number so I could call my daughter to let the technicians in.

July 17 The technicians arrived at my house, and the secretary called my home phone instead of my cell phone number. Thus, the technicians were not able to get in, and therefore left the premises. Secretary called to reschedule installation for July 22.

July 22 Technicians arrived. Daughter was called to let technicians inside. They installed a new Carrier HVAC. I arrived home during the latter part of the installation. Afterwards, I inquired about the Seer Rating because the label on the unit said 13.5. I called **. [redacted] to check on the Seer Rating, and he said it was the same Seer as the one he wrote the estimate for 14.5.

Aug. 6 **. [redacted], County Inspector, arrived to inspect the new system. It was not approved because one of the four port bolts that was to secure the unit was missing.

**. [redacted] told me to call M&S to have them return to install the fourth port bolt. He said that although the unit was not approved, he would leave the "Approved "sticker, and stated that I should call him once the correction had been made by M&S.

Aug. 7-16 Technicians returned and installed the missing port bolt. I informed **. [redacted].

Oct. 1 I noticed that the air conditioner was not cooling my house. I kept the fan running, though.

Oct. 5 I called to report the problem to M&S

Oct. 7 Technician [redacted] arrived to inspect the system to see what was wrong. He worked for almost

5 hrs. He found a blown disconnect amps fuse. He said he had to order the part and would return on Wed. Oct. 7. Later that night, I discovered [redacted] left the light on in the room outside in the storage room where my unit system part is stored. He promised to pay me $50 for the electricity used. I haven't received anything for the bill. I received an itemized invoice for an estimated total close to $3200 for a compressor with a new terminal kit.

Oct. 9 Technicians [redacted] and [redacted] arrived to install parts for the new system. They worked almost 6 hrs. Again, the unit was not repaired. In addition, [redacted] plugged his laptop inside my home for it to charge. He said my mother gave him permission. I told him he didn't have permission to plug anything into my walls without checking with me and that he should pay me for the electricity. He said he would give me $50. He didn't.

Oct. 10-15 I called and told M&S Customer Service Managers, [redacted] and [redacted] that I was very unhappy with M&S service and products, and that I wanted them to come get the unit and void the contract. I decided that I didn't want them to return to try to fix it again.

Oct. 15-16 I talked to the Customer Service Managers, [redacted] and [redacted], again. Although I was still unsatisfied with the response and service I was getting, I agreed to allow technicians to return to try and repair the system a third time.

Oct. 16-17 One of the schedulers for M&S, called and scheduled my appt. for Friday,

Oct. 18, 2:00-6:00 p.m. arrival window.

Oct. 18 Technicians [redacted] and [redacted] arrived between 5:00-5:15 p.m. I asked [redacted] about reimbursement for the electricity used for the light being left on and the laptop plugged into my outlet. He said I would have to consult M&S about the reimbursement. I haven't received anything. [redacted] and [redacted] worked until 6:15-

6:30 p.m. and still couldn't repair the system the third time. [redacted] said that [redacted], one of the CustomeDesired Settlement: I would like for Michael and Son, Inc. to return to get the Carrier HVAC that they sold me and couldn't repair. I want a refund since the unit is inoperable. The unit has been broken for about a month now. I have continued paying [redacted] money for the system even though it's broken. After three visits to repair it, Michael and Son couldn't not fix it and thus, my new HVAC sits in my yard broken, but being paid for.

Business

Response:

Michael & Son takes all concerns very serious and this is no exception.

Review: There was a hole in my furnace pipe which needed to be sealed in order to turn my heat on, The situation resulted into other problems they considered were a concern. Trusting they were sincere I respected their opinions and agreed to allow them to do the work. The next day I observed the pipe they cut and did a botched job on was leaking.I immediately contacted the company and an employee did come out. I also immediately contacted my son-in-law due to the fact I felt taking advantage of. We took pictures and video taped the dripping pipe that was cut and botched up. If it was not for my son-in-law the company's plan was to charge me an additional fee.He informed them that this situation will be reported to the Revdex.com.I am curious now whether the additional work was necessary or was it a situation of taking advantage of a vulnerable customer? The total cost came to around $1.100.00 and I fell I was way over charged for the very little work that they did. At the age of 81 and live alone I believe that I was totally taken advantage off.

Product_Or_Service: Leaking pipe

Account_Number: Invoice [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a verbal and written apology from the company. I would also find a partial refund suitable.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to this concern. There appears to be some misunderstanding of this job. We did all we could do that the customer and her son-in-law were willing to pay. Michael & Son Services’ HVAC Manager, Brandon, sent our technician to do other repairs for this customer at no cost. We have done all that could be done and have answered this concern. We are satisfied that we did the best we could do based on the customer’s available resources. They declined to pay more to complete the job.

Thank you,

I would not use this company for remodeling whatsoever in the future. I highly recommend that people look elsewhere.
To first understand Michael and Sons Services, it is best to understand that they have different departments within their company. I have dealt with the HVAC personnel, electrical personnel, plumbing personnel and the remodeling personnel. The first three groups are usually decent enough people and their work is above average. One of the immediate things you’ll get with any of the workers though is their sales pitch to buy more services. I have read numerous reports and asked the workers that have come in about this habit. Apparently it’s to meet a quota. Which is fair, it is a business. Though it does get annoying every time they come out they pitch some new service. They are also not exactly the cheapest either. But having plumbing, electricity and my heating/AC unit replaced, the work seems solid. I’ve had no issues with any of the services those groups provided.
The remodeling department is another issue. Without question, the group is a failure. The final price I wound up paying was double what was initially quoted. There was no communication with me on when workers were showing up (or leaving) other than the first three days (it wound up being a six week job). The second week (of what should have been a three week job), no workers showed up. Upon calling the company that day, I was told that nobody had scheduled them to be there that week. After getting hold of their manager (the head of the remodeling division), he informed me that we were missing a permit to do the work. At the conclusion of the job he told us that we did not need the permit. By the fourth week of the job, I had begun using email to track all conversations with the manager as it was clear he would tell me whatever he thought I wanted to hear, but that the workers were doing something else.
I wound up cancelling a third of the remaining contract because the company could not finish the job. At that point the manager threatened to put a lien on the house due to an “unpaid bill”. I was informed that this would be the third time that this had happened recently. The bill that was in question was for the work that had not been done and had been removed off of the contract. The manager wanted a letter of complaint so that he could “take it up the chain”. I find that highly unlikely it would happen.
The coordination with us was horrible, the project planning was worse, the workers didn’t seem to know what to do (or when to show up…they were supposed to be there by 8 AM, I was lucky if they were there by 9 AM), the price was exorbitant (I fully regret not going with the other contractors I reviewed—but I had my previous dealings with Michael and Sons that went well) and the overall product is average at best (the work failed three of six inspections, and received a written warning by one of the inspectors on something that did pass).

Review: [redacted]

Assistant Manager Sales Department

Michael & Son Services, Inc.

[redacted] VA [redacted]

Hello:

Heat off- called Michael and Son

Technician [redacted] was sent

Diagnostic $89.00

Batteries: ?

I inquired about a leaking Hot Water Tank and drain

He said drain was okay. Hot Water Tank needed replacement

On this visit [redacted] walked off with $960.00 cash

500.00 check

Total $1,460.00 for batteries and diagnostic ??????

Please review this transaction and let me know if you find this accurate.

Jan. 17

I am extremely disappointed in the service. Where did the $960 cash go? [redacted] said the Tank was $500.00 - that was paid by a check which went through already.

My heat is still off.

I am very, very concerned and disappointed. I expected better service and an itemized list of expenses which **. [redacted] said would be mailed.

Very disappointed.

[redacted]. [redacted]

February 21, 2014

**. [redacted]:

We are half way through February and I still have not yet received a breakdown of expenses incurred. Again, my figures show I paid [redacted]:

$500.00 check

$960.00 cash

Total $1,460.00

**. [redacted] inserted 2 batteries in my thermostat, my heat went on.

I indicated the money can go to other plumbing projects, I noted in my home. He agreed. For example, I had a leak in my water heater. In addition, he pointed out I could get a loan and proceeded to set up a loan at my Credit Union which of course, I cancelled. The bank representative indicated that a merchant setting up a personal loan was very irregular and advised me to report this to authorities.

In addition, **. [redacted] installed the [redacted] water heater which has a few dents and received a $277.62 check on January 10th. When he left I checked the water heater (it was working) but the furnace was out. So, I needed to call another service to turn on the heat. And I stayed at a hotel to keep warm, etc.

Please send me a breakdown as soon as possible. My accountant has also asked me for a copy. I am still waiting, waiting, waiting and I am very, very impatient.

[redacted]. [redacted] Va [redacted]

Hello:

Heat off- called Michael and Son

Technician [redacted] was sent

Diagnostic $89.00

Batteries: ?

I inquired about a leaking Hot Water Tank and drain

He said drain was okay. Hot Water Tank needed replacement

On this visit [redacted] walked off with $960.00 cash

500.00 check

Total $1,460.00 for batteries and diagnostic ??????

Please review this transaction and let me know if you find this accurate.Desired Settlement: Refund of $960.00. The service was poor and I was overcharged. And they failed to sent me an itemized bill for service call, batteries, tank, pipe. I requested the itemized bill at least 4 times.

I think they took advantage of me as a senior citizen. I would not like to see this irregular charging for services with no itemized bill done to other senior or any [redacted] citizen.

Business

Response:

Thank you for your letter regarding our customer. We have no reason to believe we did not provide the proper price and service to [redacted]. She was explained the procedures along the way and she has denied to allow us to complete the process of her services. This include having her water heater inspection done. This is required by the county and is in the greater interest of the customer not our company.

Review: Mid June 2014 Paid $29 estimate to Michael & Son Renovation/Home Improvement division (estimator-project manager Mr. M. S[redacted]) for my front entrance door latch and handle replacement options. Mr. S[redacted] explained he would provide update and estimate soon and would be the primary point of contact thru-out the project.July 1, 2014 - deposit of $329 was paid and Accepted contractor proposal ($658.00) for which contractor would Remove existing latch on storm door and Provide and install [redacted] #[redacted] deadbolt latch (special order) with louver knobs. (Bronze) and install new black storm door closer with welded arm and mounting bracket. **Photos and accompanying part description of latch and louver knob for my project were provided to me.July 24, 2014 Contractor did not appear nor call to cancel the appointment.August 7, 2014 Contractor locksmith part did not fit the door and the louver knob was stock and not the discussed/approved knob for my project. Estimator-project manager Mr. M. S[redacted] telephoned me and said he would continue to research and reschedule for another install appointment,October 6, 2014 To date there have been no project communication or status updates provided. Request deposit refund $329 no longer desire contractor service.Desired Settlement: Request deposit refund $329 no longer desire contractor service

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to this concern. We were willing to work with our customer to make some offers to handle her concern. When we called customer, she hung up the phone and was not willing to discuss. We are willing to meet her desired settlement for a refund of $329.00

Please close this concern. Customer’s desired settlement has been met.

Thank you,

Review: In September, I signed a contract with [redacted] of Michael and Son Services to lay down 380 sq ft of hardwood flooring and some minor handyman work (drywall repair and installing baseboards) for $6000. I was told the amount of work and time involved would not last longer than a day. We scheduled a contractor to install the floors on Wednesday October 2, 2013.

On the morning of October 2, 2013, a handy man arrived at 10:30 am with the wood floors and the adhesive for laying the floors. When the handyman had arrived he did not have any tools with him claiming his tools had been stolen out of his truck the previous week. I contacted [redacted] and explained that we needed to reschedule the service because the handyman did not have any tools. [redacted] put me in touch with the office at Michael and Son services to reschedule. We rescheduled for a different contractor to show up on Friday October 4, 2013.

On Friday October 4, I was contacted at 10 am by Michael and Son informing me that the contractor had an emergency that came up. I felt that 10 am is a little late to inform me that the contractor will not be showing up but I digress that emergencies happen and things come up. Once again we needed to reschedule the service. We decided to reschedule the service for October 14, 2013, Columbus day. I stressed that I wanted the project completed on the holiday in order not to miss work.

On Monday October 14, the contractor arrived around 10 am and got straight to work only working on the hardwood floors. By 5 o clock the handyman had completed roughly 1/3 of the entire floor. They would need to return the following day to finish the floors. I was ok since the contractor required a special saw to trim the metal front door of the condo.

On Tuesday October 15, the contractor arrived with an extra person to help finish the floors. At the end of the day most of the floor was complete. However, the contractor forgot to bring the saw in order trim the front door. The contractors would need to return the third day to trim the door and install the last section of flooring around the door area. I was still owed the work to handle the drywall repair and install the baseboards, the contractor had told me that the drywall repair was scheduled to be done by a different handyman since he was not certified in drywall repair.

Wednesday October 16: I spent the morning of October 16 waiting on the contractors to return and finish the job. At 12:17 pm the contractors had not arrived and I give [redacted] a phone call to see if the contractors were on their way or if something had come up. [redacted] told me he wasn’t in the office and would make a phone call and let me know what’s going on in 10-15 minutes. At 12:51 pm, I had not heard from [redacted], I called [redacted] again and asked what he had found out. His response was “Sorry [redacted], I was with another client.” I told [redacted] that since it did not appear the contractors were going to show up that I had better things to do than sit in my place all day waiting. I left the property at 1 oclock. At 1:30 pm, I received a call from Michael and Son services saying that the technicians are at my place. I had already left my building and we rescheduled service for Friday October 18, 2013.

On Friday October 18, both the floor contractor and the drywall repairman showed up in the morning and completed the project.

The quality of the work is good but I signed a contract to have the job completed in a timely manner. The project was meant to be completed in a day but instead I spent 6 days:

1. October 2, the contractor showed up without any tools.

2. October 4, the contractor had an emergency and was unable to show up.

3. October 14, the floor contractors shows up and only completes 1/3 of the floor.

4. October 15, The floor contractors return forgot the saw to trim the front door so they need to return.

5. October 16, Neither contractor showed up.

6. October 18, The contractors return to finish the job.Desired Settlement: On Friday October 18, 2013 I tried to call Michael and Son and was told I would be contacted by Monday October 21 to discuss my complaint. I would like $1000 refund.

Business

Response:

[redacted]

###-###-####

In September, **. [redacted] signed a contract with the estimator, [redacted], from Michael and Son Services. He wanted to schedule the work immediately. Unfortunately, the handyman department is always booked 3-4 weeks out. He did not want to wait that long, but did want to have Michael and Son to do the work. At this time we were booked up until November, but we were able to contact a subcontractor that we used many times before to squeeze him in 4 days after signing the proposal to satisfy the customer.

On the first day of the job, the technician could not start the work because the tools he needed to fix the loose sub floor under the carpet that we were to remove. The loose floor boards were not factored in the original proposal (adding 1 more day’s worth of work). If we did not re-secure the flooring, the new wood flooring that we were to install would not look right. That is why we rescheduled.

On the second visit, the contractor had an emergency and could not show up. The office staff did not get a call from the subcontractor until 9am and they tried calling other subcontractors to fill in, but could not find anyone. It was rescheduled for a third time.

October 14th we started the job as proposed, but not all construction jobs go as planned. Sometimes when you tear open an area, other issues may be there and need to addressed, such as the loose floor boards, which added more time. The repairs for the metal door were delayed because we did not want to leave the property unsecured overnight.

We had 2 separate crews come in to take care of the repairs / flooring in order to have the best possible finished job. The job was completed in good quality. The customer asked for a credit of $1000.00, but we could not do that since that would be the profit that we would receive. We did, however, send him a gift certificate for $100.00

Sincerely,

[redacted]; Handyman Dept. Manager

Angela Martucci

Office Manager

Michael & Son Services, Inc.

5740 General Washington Drive

Alexandria VA 22312

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

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

"If you can't, we can!" ™

Review: On 8 February 2013 Michael & Son of [redacted] came to my condo to address a running toilet and hot water heater issue (low heat in the water). I had to be at work and so my mother was acting on my behalf. The below is a detailed description of my complaint—which pertains to he misrepresentation of services.

$692.95—charged to replace the mixing valve. A $79.00 (retail) Honeywell Mixing Valve was installed on my hot water heater. When the Plumber/Sales Person quoted my mother the price, she initially said “no, that is too expensive—we could replace the water heater for that”—the Plumber/ Sales person said, “actually, it is a good price—to replace the water heater it would cost around $3500”. At that point my mother said “I guess we are lucky then. “ When I returned home, I was shocked to hear this---since to replace this particular water heater (including install) would be $750. My mother was lied to and mislead by the Michael and Son Plumber/Sales person. It took him 30 minutes to install the part and was not as “complex” a problem as he told her it was.

$325.86 for a major rebuild of the toilet. The Plumber/Sales person told my mother a “Major Rebuild” was required and so the price seemed appropriate to her. Even though, again, a new toilet could be bought and installed for this price. The “Major Rebuild” included and was limited to the install of a $19.99 (Retail) Home Depot Fluid Master. Again, my mother told a “Major Rebuild” was needed, when in actuality all that was needed was a $19.99 part and 30 minutes to install it.

$29.00 for the Dispatch Fee was also charged--which should have been waived when services rendered.

Filing with the Revdex.com is my last resort before using the judicial system and the first time I have done this. I attempted to resolve the issues several times with Michael & Son Customer Service “[redacted]”. He was unreasonable, said several awful things, hung up on me with no returned call and was not at all interested in addressing my concerns. My mother trusted the expertise of the Plumber/Sales person and she was repeatedly given false information. The issues associated with the toilet and hot water heater were misrepresented and the services were misrepresented to meet the prices quoted. As a result the “contract” itself was based on misrepresented information and is void. I would appreciate the Revdex.com looking into this and I would like a full refund minus the cost of parts and the one hour of labor (not to exceed $100) used for the install of the parts ($79.00 for the mixing valve and $19.99 for the Fluid Master). I think this is a compromise considering the situation and the amount of time I have spent attempting to resolve this issue. I should note as well that while the toilet is not running anymore, the hot water heater is not heating the water or my condo properly.

Thank you for your assistance and I look forward to hearing from someone.Desired Settlement: I would like a refund minus the cost of parts (not to exceed $100) and the cost of one hour of labor (not to exceed $100). The check can be mailed to my address on file. Thank you for your assistance.

Business

Response:

Dear Revdex.com & [redacted],

Michael & Son offers plumbing,

electrical and HVAC services. Each job is different, and can include options for

a small repair to installing new systems. Our prices are flat rated and are the

same in every home we service. Although we are present the customer with price

options, each job has different conditions that may create more time to

complete the job, there for a water water heater can take anywhere from 30

minutes to 4 hours to install. If the job takes longer than expected we don't

raise the price.

We don't take advantage of anyone no

matter the circumstance. We honor active military and senior citizen discounts.

We offer every new customer 10% off. We care for the elderly the same as we do

any other customer and we take great pride in treating all of our customers

with the utmost respect and try our best to take care of their needs as proficiently

and timely as we can.

When we arrived at the home to

perform service we only spoke to the Mom and later after all was complete and

at the days end, learned about the daughter. Yes according to the daughter her

mom declined the service by saying she can get a new water heater for that

price, this is a somewhat normal

response from most when they are shocked by the initial cost of

something. But once our technician explained the cost of a new unit she

understood that this is no ordinary unit.

The Customer has a unit called

"Apollo style or dual use unit" which not only supports the potable

water but the water used to heat the home as well. The water heater water

is tempered by what is called a "Mixing Valve". Parts

are available on line and in retail stores all at different cost and not one of

them seems to be the same. We use the larger vendors who back their products

with 5+ year warranties and make sure we avoid defective parts.. We have over

300 fully stocked trucks that are readily available with parts that are used in

the average home. We avoid the run to the store and the late night agony of

wait till tomorrow. So you are able to get your parts and able to move on with

your daily activity without delay. Our prices are again flat rate, so therefore

we able to show the price and we are prepared to complete the repair

immediately. From faucets to water heaters, all in the same day. How much does

convenience cost?

We do not feel that we mislead the

customer in any way. We offered a price before the job was started and the job

was excepted.

I spent several evenings contacting

the customer at her available time often while riding home in the evenings.

There is no cause for me to be rude or even go further to hang up a phone. We

would like to resolve this concern with our customer and the available option

is to offer the customer a store credit of $100.00.Michael & Son Services

is not going to refund $847.81 as requested to resolve this concern. Michael

& Son services is available to assist customer with their electrical,

plumbing and hvac needs, and this is the action that took place on this

day.

[redacted] Customer Relations Manager

Consumer

Response:

Review: 9451695

Review: ON 5/29/2014 I HAD MICHAEL AND SON INC TO INSTALL A HEATING AND AC UNIT TO REPLACE AN EXISTING UNIT IN MY ATTIC AND I HAD STATED TO THE SALES AND INSTALLATION PERSONS ABOUT A PROBLEM WITH A LEAK PROBLEM AROUND THE VENTING PIPE WHEN IT WAS DISTURBED AND IT RAINED. THE RAIN WOULD RUN DOWN THE VENT PIPE AND THE INSTALL PERSONS CUT IT AND VIBRATED IT WITH AN ELECTRIC SAW AND SAW THE RAIN RUN DOWN THE VENT PIPE AND STATED THAT ANY LEAK REPAIR WAS NOT ON THEIR WORK ORDER. THE SALES PERSON HAD TOLD ME THAT A ROOFING PERSON COULD BE OBTAINED TO FIX IT. THEY STATE IN THEIR ADVERTISING THAT THEY PROVIDE HANDYMAN SERVICES, WHICH WOULD INCLUDE ROOFING REPAIR, WHICH THEY WOULD HAVE TO DO IF THEY CUT A HOLE IN THE ROOF TO INSTALLED A NEW VENT PIPE OR REMOVED THE OLD VENT PIPE. I SPOKE TO THE FOLLOWING PERSONS :JULIAN-JIMMY-MICHELLE-EWAN -BRANDON -LOC -NAT AND A FOREMAN IN [redacted] WITH NO POSITIVE RESULTS. IN MY OPINON IT WOULD NOT HAVE BEEN MORE THAN I HOUR LABOR AND APPOX. 20.00 IN MATERIAL.Desired Settlement: DO WHAT WAS TOLD TO ME AND MY WIFE OR REIMBURSE ME WHEN I HAVE IT DONE.

Business

Response:

Left message for [redacted] to call me re: overdue responses.

Business

Response:

[redacted]

Complaint ID# [redacted]

Thank you for allowing us to respond to our customers concern. All matters have been attended to and the customer is happy.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They responded in a timey manner and were concerned about resolving my issue.Regards, [redacted]