Michael & Son Services Inc

I called Michal and Sons Thursday morning regarding blocked drain pipe/flooded basement and described in great detail the situation and what was needed; they scheduled a certified tech to come to my house that day between 12 and 4pm and said I would receive an email with the name and picture of the assigned tech as well as a call when the tech was on their way. Never received an email or phone call; I contacted Michael and Sons to let them know this and they acted surprised and said I should receive an email and hear from the tech soon. Heard nothing. I called at 3:45pm to inquire on status and was told the tech's truck broke down. However, no one had bothered to notify me of this or arrange for a different tech. They promised to send a tech the next day between 12 and 4pm and I asked them to make sure it was earlier in the time slot because of the inconvenience and missed promises we experienced the previous day and they assured me they would. I spoke to someone the next morning to confirm arrangements and again, they assured me a tech was assigned and would call when they were on their way to my house. Approx. 12 pm a tech called to tell me he was on his way but it was for the wrong service and not at all what I had described in great detail to Michael and Son in my first call. I asked that tech to let his dispatch supervisor know this and he assured me someone would call to confirm when a new tech [for the needed service] had been assigned. I didn't hear from anyone until later in the day when a customer service rep called to ask me how the work turned out that was done by the plumber - ???. I explained in great detail again my experience with Michael and Son over the past 48 hours, that not one person had done anything for my requests nor responded correctly. The customer service rep was very concerned, briefly put me on hold to speak to a manager and when he returned on the line said that manager was in the process of rectifying the situation and would call me within 15 minutes to explain everything. I never heard from the manager. Approximately 5:30pm I received a call from a man identifying himself as a Michael and Son tech, 2 hours away, who said he worked the night shift and was headed to my house. I never received an email from Michael and Son with a name and picture of who they assigned [for security purposes] and was uncomfortable with a stranger in my house on a Friday night so I told this man to go help another customer. Ultimately, we procured the services of a local crew who worked several hours to rectify our situation. The customer service rep told me [when we talked that afternoon] that he planned to follow up with me Monday to make sure everything was resolved to my satisfaction. I'll be sorry to disappoint him when he calls for feedback. I am not a person who complains and typically go to great lengths to give people the benefit of the doubt when mistakes occur. But, this was by far the worse service [or lack thereof] I ever experienced from any vendor. Not to mention the incredible inconvenience and mess, these delays caused us! Michael and Son pre-recorded message says all calls are monitored for quality assurance... I sure hope they listen to all the calls I had with their firm and implement lessons learned from this abysmal encounter!

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.

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

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]

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.

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.

[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]

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.

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.

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.

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.

[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]

Kevin B. was punctual and professional. I would recommend him to anyone needing electrical service.

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]

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.

[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]

Troy showed up, looked me in the eye, then introduced himself with a smile and handshake. He made it a point to not only look at the things I requested but a few other related items as well. He explained everything so that I could understand it and kept me updated as he progressed through the job. Troy is my second experience with Michael and Sons. I have been consistently blown away by the professionalism and personal touches. "Thank you" falls short of the gratitude I have for Troy.

Robert was nice and pleasant! He was very professional and his work was excellent! He let me know things I could do to improve the quality of the air and maintain a good working system. I would definitely recommend this technician to others!