Michael & Son Services Inc

This is for Michael & Sons of Norfolk. Happy three technicians at our house this week. Grant a S[redacted] plumber was just fantastic, very knowledgeable, polite & great attitude. Also, had a helper, also wonderful. The electrician followed up beautifully. we had a new water heater installed, a tankless model. Very good job, as always. They are neat, with their booties in the house & all very personable. They always do a great job!

I found their tech, Toan V* to be friendly,helpful and skilled. After Toan responded to a prior issue this summer I specifically requested him when I had another issue. To an will be my tech for any further issues. I highly recommend.

The entire team was exceptional in every way. They communicated with us every step of the installation. They were honest with the price and even helped us with financing. I would recommend this team to anyone.

The Michael & Son Specialist, Sylvester, was outstanding in his evaluation of problems, potential problems and his recommendations for resolving those problems. His work was top quality, his care in ensuring that the work environment was safe, was very helpful and appreciated. He insured that each work site was completely cleaned and returned to its original organized structure. Sylvester is an example of outstanding service to a customer -- greatly appreciated.

The reason we have a home care agreement with Michael & Son is because we believe in identifying, and fixing, issues before they become problems. Our home care agreement provides for annual inspections of our plumbing, electrical, air conditioning, and heating systems. Recently, a Michael & Son staffer named Augie inspected our plumbing system, and identified four issues, any of which could and almost certainly would have developed into much bigger problems. Each issue was carefully explained to us, and we immediately authorized repairs, which Augie carried out during the same visit, at a very good price. We are pleased.

[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:
I have been told by multiple techs that I am no longer under manufacturers warranty and the only reason I was still covered under warranty was because I was given a year to "prove you could make things right" 
Regards,
[redacted]

[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, 
 
SelMetria Q[redacted]
Customer Relations Department 
Michael & Son Services, Inc.
5740 General Washington Drive
Alexandria,Va.22312
Office ###-###-####

Greg T. was excellent
polite and knew his stuff

Nyle M[redacted]r inspected my HVAC system based on a contract with Michael & Son Services, Inc. He called prior to arriving, and was extremely professional but yet friendly and personable. He was thorough in explaining his actions to me, and appeared to be very knowledgeable. Since the contract requires that an HVAC inspection/service be conducted twice a year, I will definitely request that Nyle be designated my service technician and scheduled to appear each time.

Last week I needed some work done,I called Michael & sons and as always did a perfect job. My work man was Brian M. and he was wonderful. Thank you.

Thank you for your e-mail regarding our customers concern. We understand the Son is responsible for the letter sent to you. However the concern has been resolved with the customer and their son.Thanks Vance

As the company has gotten larger, Mohan has consistently provided great service. He explains everything in simple manners, is on time and does what he says he will do. I highly recommend him and if not for him, I would not be still working with Michael & Sons.

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,
[redacted]

Thank you for the opportunity to respond to our customer concern. I don't believe any other services are required aafter the inspection scheduled for friday December 9,2016. I will send an update once the inspection has been complete. Vance

Thank you for your letter regarding service work completed for [redacted]. We are very sorry for the experience with not getting his paper work that should have been given from our technicians printer or e-mailed from our office. We understand the attempts were made and things were not received by...

e-mail and a copy was mailed soon after. This was confirmed By the son [redacted] that he did get it a few days later. 
[redacted] did receive the estimate but has yet to offer the diagnostic fee back to our company at this point. We explained to the son of our intention, it was to put his father in the best position  for a long term fix and not to leave him with a possible concern that he would have to call us back if the motor became a problem after the other parts were complete. The customer did what all customer has the right to do he searched for a company to give him a diagnostic that fit his need.  We are satisfied that the customer unit is working and that no other repairs are required.
I am not sure why this makes for a legitimate complaint it is just a matter of choice, price and he was able to get that handled by calling for other estimates.
I am asking this concern be closed and removed if possible since there is nothing that is considered wrong on our behalf.
Thanks Vance

Corey came out to my house to run a cable. During his install he realized a better way to run the cable and save himself time and me money. He was very professional and answered all my questions. He showed up on time and was very respectful of my home and cleaned up everything as if he had not been there. He is a great asset to to Michael and son and if he is the baseline to all Michael and son employees this company will continue to great things.

My issue is with the mold and remediation department. I guess because we had Michael and Son out to do mold remediation in 2015, when I called them again in July I only expected them to do a partial remediation. Now I wonder if they only did a partial remediation back then since the price was similar. I did not realize they were not actually going to remediate the mold until I had the space reinspected and there were still areas of mold and areas of mold they had actually sprayed over. I brought in hygienist and another mold expert to get the problem remedied. After the inspection failed then Michael and Son says this is what I should have done from the beginning. I asked why didn't they recommend this when they had the job and was told they weren't asked - so I the consumer should have known this before calling them - that isn't what they advertise. They did not identify all of the existing mold and did not remediate what they did see. Everything they did had to be redone and the vapor barrier I had put in after they "remediated the mold" had to be taken out. I have letters from two sources that state Michael and Son did not follow EPA or IICRC250 guidelines on this job. Customer service wants to go back a year ago and use that as an excuse for not doing a proper job. Even with all their wrong thinking I have to question why their integrity would even accept a job where they think doing 20% remediation would be okay knowing it would not resolve the problem. They want to only credit half the costs but I should not have to pay for their internal miscommunications. I had to pay someone else to fix what they did not.

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

Revdex.com:
I spoke with Vance regarding complaint [redacted], and we identified the source of the service errors and reached a mutually beneficial settlement.
Regards,
[redacted]

Michael & Son Services has always provided great service on my HV/AC equipment. The service they provided last week was done by Brian B., and was very professional and knowledgeable.