Michael & Son Services Inc

The company employee who came to our house gave us an estimate for rewiring an outlet. After opening the box it turned out that only a couple of wires should be reconnected. It was a 10 min job, however he refused to adjust the price. We had to pay $190 for that. Terrible experience, terrible company! Never again will we use them.

From: Mandisa D[redacted] <[redacted]@michaelandson.com>Date: Thu, Dec 11, 2014 at 3:40 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To:...

[redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@michaelandson.com>
Response to complaint #[redacted]
The customer's concern has nothing to do with the AC unit which is the only service we provided. He needed additional services and we recommended "[redacted]". They installed his furnace. We do not owe any money to this customer.

May 30, 2014
Revdex.com Plumbing Fredericksburg
 
Customer Information:                       [redacted]
                                        ...⇄ [redacted]
                                        ...⇄ [redacted]
                                        ...⇄ Phone:  ###-###-####
                                        ...⇄ ###-###-####
                                        ...⇄ Fax:     ###-###-####
                                        ...⇄ Email:  [redacted]
                                        ...⇄ [redacted]
 
 
Dear Revdex.com:
We are in receipt of your inquiry from **. [redacted] dated
May 27, 2014.  We all are well aware and
familiar with **. [redacted]’s situation.  In
the statements below, I will explain all the things that we have done to try to
provide her desired result.
 **. [redacted] initially called Michael and Son Services, Inc. on
March 22, 2013 at 1:49 pm.  She inquired about
a water main shut off valve located in the crawl space under her home.  We returned two days later and completed the
work along with the water heater installation. 
The technician, [redacted] advised [redacted] that her water heater was
well over 20 years old.  The water heater
was past its useful life… The average water heater useful life is from eight to
twelve years.
 The water heater was installed on March 29th of
2013.  On April. 4, 2013, we returned to
check the water heater at **. [redacted]’s request because she felt she did not have
“hot water”.  Here at **. [redacted]’ notes:
 “ I checked thermostats
and elements and everything is wor[redacted] fine.....I checked faucets upstairs and
they are wor[redacted] fine....the water is hot in all faucets so there’s nothing i
can do at this point....homeowner stated she does not want to turn temp up
which i'm not allowed to....water heater wor[redacted] fine...job done.”
 
Seven days later on April 11, **. [redacted] called back and said
“after washing dishes or one shower, she has NO hot water.  **. [redacted] returned the next day with the
following technician’s notes:
 
“no hot water after one
shower...I will need to check thermostat and elements…..water heater is working
fine, no issues”.
 
Two weeks later, **. [redacted] would call again about
insufficient hot water.  This time, we
sent a different technician to her home. 
Our policy, if after several visits, if one technician is unable to
locate the issue, then we send a different technician… **. [redacted], who
is a Senior Technician and one of our Quality control technicians to ensure
compliance with Michael and Son and manufacturer’s installation compliance,
visited her home.  Listed below are his
notes in her file:
 “ran hot water filled
tub water temperature 115 degrees tested both tstats & elements lowered
temperature on lower tstat engaging upper tstat both tstat & elements
wor[redacted] reset temperature at 125 waited for heater to reach temperature tested
heater wor[redacted] properly”.
 Please note what is significant here is the elements and thermostats
were tested to determine the sequence in which they engaged.  Because the cold water enters the tank from
the bottom, this again ensures proper operation.
 Less than 30 days later, **. [redacted] called again… according to **. [redacted], she was still experiencing insufficient hot water, we made a
management decision to replace the water heater on May 27th,
2013.  Prior to the new installation, the
technician once again, tested the water heater and listed below are his
notes: 
 “PER MANAGER [redacted]:
PERFORM BASIC DIAGNOSTICS AND REPLACE HEATER
'DIAGNOSTICS ON OLD
HEATER, ALL ELECTRICAL OPERATIONS CORRECT, WATER TEMP AT KITCHEN FAUCET
DIRECTLY AFTER SHOWER 138”
 So prior to changing out the water heater, we determined
that the original was working properly as previously tested.  However, we changed the heater out for **.
[redacted]’s satisfaction.  The water was heater
was changed by **. [redacted] on May 27th. 
 On January 31, 2014, **. [redacted] called again and was unable to
“draw a bath”.  At this point, Michael
and Son Services, Inc has checked everything out regarding the operation of the
water heaters that were installed.   The
following individuals visited **. [redacted]’s home early in the morning (7:00
am).  **. [redacted] – the original
technician, **. [redacted] – [redacted]’s [redacted] Water Heater Representative and
I.  **. [redacted] tested the water heater
thoroughly to include the thermostats and elements.  He tested the sequences in which these parts
engaged which was correct.  He
electronically tested the temperature at the faucets and it was in excess of
130 degrees.  His final determination was
that the water heater was operating as it was manufactured.
We informed **. [redacted].
 The only item left to check was the electrical wiring for
the home.  We dispatched our electrician
to her property to confirm all the electrical requirements for the water
heater.  We did.  In order for the water heater to operate
electrically correct, it is required to be on a dedicated circuit. 
 Listed below are the electrician comments:
“Water is now a
dedicated 2 pole 30 amp circuit with no splices or junction in it.   Installed new 30 amp 2 pole breaker for
water heater…. back charge plumbing $250.00”
 This service call value was $250.00 of which **. [redacted] was
not asked to pay.  The plumbing
department absorbed this cost.  Again,
this was on January 31th, 2014.
 On March 29, 2014, we sent another technician to **. [redacted]’s
home.  Same issues….  This time, we suggested for him to spend a
considerable about of time in the home to see if there were any unusual
contributable conditions.  None were
found.  Listed below are his comments:
“Ran cold water throughout
all faucets and toilets for 10 minutes and ran hat water in kitchen sink only
for 12 minutes that's 30 gallon hot water and water was still hot.”
…..[redacted]  (please note:  a standard residential water heater will use
approximately 70% of its capacity prior to the water becoming tempered.  In this case, that would be approximately 35
gallons of hot water)
 Again,,,**. [redacted]’s water is hot….. It appears to Michael and
Son Services, Inc. that **. [redacted] is comparing the water temperature to the
temperature she had on her much older water heater…   The temperature on water heaters from many
years ago such as hers was set much higher than today’s water heater
temperature….  Legally, we can only set
the temperature at 120 degrees.   This
temperature is set from the factory. 
 **. [redacted] feels that Michael and Son is trying to circumvent
our responsibility to her as our client. 
This is not the case.  We have
done everything possible, her water is hot, and the heater is functioning as it
was manufactured. We can only fix or replace what is mechanical.
 We received numerous emails and phone calls from **. [redacted] in
which we always responded.  **. [redacted]
indicated that it appeared that Michael and Son Services, Inc. was not
competent enough to fix her current issues. 
I suggested to her that she hire her own independent contractor to
review the water heater and the situation. This would be an independent third
party.  She was concerned because it was
be an additional expense to her.  I told
her that Michael and Son Services, Inc. would pay for all the related charges
associated with the third party doing an inspection behind us.  I would be more than happy to forward you the
emails as well should they become necessary.
 We would request to be present during the independent contractor’s
review for confirmation.  If the third
party found that we failed in our water heater installation; we will fix it and
make it right.  This would be at no cost
to her.  She did not accept our
invitation.  This was the last that we
heard from her until our receipt of your letter.  
 Sincerely,
[redacted]
General Plumbing Manager
Michael and Son Services, Inc
 
 
CC:  [redacted],
[redacted]
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
           
 
 
 
 
 
 
 
 
Sincerely,
 
Malcolm J. [redacted]
Plumbing General Manager
Michael and Son Services, Inc.

[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.]
Revdex.com:
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,
[redacted]

On 03-10 Michael and Son's representative Jason M[redacted] came to our residence to replace 1 bathroom exhaust fan, and install 2 new exhaust fans. We had previously received a quote and along with it an estimate of the time it would take to complete the work (6 hours). Jason completed the work in 3.5 hours. Upon review of the ventilation exhaust fan piping we realized that it was not vented through the soffet as discussed and to be in compliance with VA Residential code. He had just left the pipe in our attic. We reviewed the work and called back. Jason asserted that the way it was done was fine. We escalated to his boss Richard H[redacted]l who also indicated it was fine.
We knew that it needed to be vented outside of the home to avoid moisture and mold issues in the future. We found the code "2012 va residential code - 1507.2" which backed up that the exhaust fan needed to be vented outside of the home. After discussing it further with Richard, it was agreed that Jason would come out and Finish the job.
The reason for the complaint is that I believe had we not caught it, the moisture would have damaged our home. I also fear that Jason with the support of Richard have done this to other unsuspecting home owners. Please review this claim as it relates to the violation of the code cited above.

Sir:
My service call with your company on the last visit was the best of all that I have had.
Bill N[redacted] was most helpful on the job and he told me what other problems that will be in the future. When they do come about I would like to have Bill.
Thank You
Earl M[redacted]

Service technician, Ron E., understood my request, reviewed it with me before starting work, and completed the work in a timely and efficient manner. His pleasant manner and efficient work ethic was much appreciated.

Service Pro Cody M. from Michael & Son Services respond to the emergency situation of backed drain pipes in my home basement after WSSC determined there was no malfunction with the public sewer drainage system. Upon his arrival Cody requested a description of the basement drains situation, proceeded to diagnose the malfunction, and took corrective action. After correcting the blockage problem, Cody explained the origin of the drainage problem. explained the corrective action taken to fix the problem, and provided additional explanation of corrective action that will be required if the problem occurs again. I and my wife appreciate the high level of professional service Service Pro Cody M. provided and the responsiveness provided by the Michael & Son Services professional staff.

Quick and thorough service. Technicians walked us through details of what had occurred and what work needed to be done. Explained costs, and provided options when available.

Michael and Sons has done multiple jobs over the last few months. It is the fun of owning an older home. Although pricey, I cannot complain about their customer service, prompt responses, and attention to detail. Their technicians are courteous, and always clean up after themselves and make suggestions without trying to sell it but letting you know it is something to consider. It is said you get what you pay for and I agree, I will pay a little more for Michael and Sons for everything they provide from start to finish

Hi, I wanted to email you about one of your employees going the extra mile today to try to assist a customer. I was here waiting on Pepco to come review some work that had previously been done with Michael & Son. Sean was not scheduled to be here today, but was across the street with another customer. When Pepco came, I saw the truck and went to speak with Sean who came over to try to assist. He said he would be over in five minutes. Unfortunately Pepco, who was here early, would not wait and left. I have called to report the incident to Pepco. However, I wanted to also email you about Sean and thank him for going out of his way to help someone. We need more people like him in the Service Industry.

In response to [redacted]Michael and Son Services issued a refund of the $89 to [redacted] and we gave her the transaction number and we have also provided her with the information that she requested regarding how the tech came up with his diagnosis.

We purchased a new air condition and heating unit in August 2016, the HVAC Specialist was very professional in explaining everything that was involved in the unit we purchase. I recommend them to my family, friends and coworkers.

[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]
 Complaint: [redacted]
I am rejecting this response because:  Efforts have been made
to repair the HVAC on a bi-annual basis by Michael and Son since its purchase
in 2011.  The repairs have been temporary,
and have been required approximately every 6 months when the weather changes.  While there are no repair  concerns as of this immediate
moment, based on the history of bi-annual outages and breakdowns each year in severe temperatures since
it’s purchase, I believe the history of breakdowns and outages itself are an
indication of its future unreliability.  Furthermore,
it is not just that I, as a consumer, am “annoyed”, but I feel that I have been
deceived into purchasing a defective product by Michael and Son.  As such, it has been financially costly. and tremendously costly in terms of time, health risks and my tenant's employment .  While the
warranty has been helpful, it does not take away from the fact that these bi-annual
occurrences and the associated problems as mentioned is ordinary or acceptable to myself or any consumer.
           
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 until it is
satisfactorily resolved.
Regards,
[redacted]

Had two HVAC units serviced, 27th and 29th of December. Very professional and knowledgeable.

From: Roselyn M[redacted] Date: Tue, Nov 17, 2015 at 10:29 AMSubject: Revdex.com Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] In response to [redacted]Michael and Son Services has resolved this concern. [redacted]'s concern was not due to the unit...

that we installed, it was due to a pre-existing concern with a thermostat wire in his home. On Sunday, 11/15, as a courtesy, Michael and Son Services repaired the wire that was causing his concern. Roselyn *. M[redacted]Customer Relations Department Michael & Son Services, Inc.5740 General Washington DriveAlexandria, VA 22312Office # ###-###-####Fax # ###-###-####

Troy C. was *fantastic* ~ a total professional, and incredibly responsive. He was more than thorough with his work, and actually took the time to explain everything step-by-step. Troy is clearly an expert, with over 20+ years of experience, and he made a stressful plumbing situation much less so through his calm, clear, and professional demeanor. He wanted to get the job done right, and made sure all fixes were tested and retested before he left ~ thank you, Troy!
My only issue has to do with the company (Michael & Sons Services) itself, not Troy, and that is that their policy is to not break down costs by labor, parts, etc. They are expensive, so the fact that the company refuses to break down the costs up front means that there is a lack of transparency in their business practice, which makes me feel like I am being fleeced or overcharged. RECOMMEND reconsideration of this business practice, as client trust is the most valuable currency in industry.

From: [redacted] <[redacted]>Date: Wed, Dec 28, 2016 at 8:59 AMSubject: Re: ID # [redacted]- Michael & Son Services IncTo: [redacted]Please close this complaint as customer satisfied with the result.Thanks

Jonathan G[redacted] was impeccably thorough in his service to unclog my secondary kitchen drain and insured all drains were in working order. He explained what he was doing, why he was doing it and provided valuable information how I can maintain, as much as possible, clear drains in the future. I will highly recommend Jonathan to my friends, neighbors and co-workers when they have plumbing issues. He is professional and instills complete confidence in his abilities to solve the problem at hand.

I called Michael and Sons for a service call and I received excellent customer service from Scott, my repair technician. As soon as Scott arrived at my home he put a mat down in front of my door and put protective boots over his shoes before entering. I was so impressed with that. I had peace of mind after speaking with Scott for a few minutes and going over some of the issues I was concerned about. I could tell he was experienced and professional. Scott took care of all of my concerns and was able to complete all of the repairs the same day. He was absolutely perfect, and I will request him for any other service calls in the future.
It is so refreshing to call a business and be treated so professionally! I will refer this company to family, friends, and coworkers. Thank you Michael and Son!