Michael & Son Services Inc

Excellent Service...would highly recommend

[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:
Michael and Sons conducts their business in a misleading and dishonest manner. It is evident in their response to the Revdex.com regarding my complaint that Michael and Sons will continue to act dishonestly. Michael and Sons did not do a "visual inspection of the conditions of her home" as stated in their response. This written statement by them is very misleading and does not represent the true actions of their employee when he arrived at my home. The plumber came in, looked under the kitchen sink and the the faucet in the bathroom - that was it. According to Michael and Sons, their HOME CARE AGREEMENT involves a full inspection by both a plumber and an electrician from their company.  Even after their full inspection, your house has to "qualify"  before you are considered eligible for their annual agreement. This service plan was never discussed with the plumber nor anyone else at Michael and Sons prior to my written estimate. Yet, the plumber added the service to the total of my estimate. His estimate was for over $1100. I have six pages of documents dated January 30, 2015 from Michael and Sons. Two of those pages contain itemized amounts for work to be performed. There is one described as a "Work Order" page and another containing "diagnostic notes". It is on this latter page that I believe the plumber gave me his estimate of $1158.07, and the only way he could have reached that number was to include the Home Care Agreement charge of $389. On this page, the Home Care Agreement is indicated as the first charge of the itemized list. The total from the "Work Order" sheet comes to $1042.84. I distinctly recall his estimate came to $1100 and some change.
There is also the issue of double charging me for the same repair. I needed a leak fixed under the kitchen sink and the faucet replaced. The plumber insisted he needed to install two new cutoff valves which I agreed to let him do. He showed me where the new supply lines (furnished by me as part of the new faucet that I bought), would connect to the new cutoff valves. It was obvious that by installing the new valves to the new supply lines, the leaking pipe would be cut out. Yet the plumber charged me for both installing the new cutoff valves and fixing the leaking pipe.
After I received my written estimate via email shortly after the plumber left, I noticed the glaring inconsistencies in his paperwork. The plumber only showed me the grand total on his laptop and not any of the itemized charges. I immediately called Michael and Sons and explained what had transpired. I spoke to one woman who said that the plumber should not have included the Home Care Agreement in my estimate without my knowledge. According to her, he did not follow company policy. However, she defended him by saying that he was probably trying to save me money.  In her reasoning, I would receive 10% off all services by accepting the agreement. That same day, I also spoke to a Victor A[redacted] from Michael and Sons and he confirmed that the plumber was wrong to include the Home Care Agreement on my total estimate without my consent. A gentleman from Michael and Sons, (I believe his name was Vance), called me February 16th after he received notice from Angie's List.org that I had posted a negative review of my experience with them. He also said the plumber did not follow procedures by adding on the Service Agreement without first discussing it. However, this man said that he would not refund my money because of the negative review I submitted on [redacted].
All three of these people previously mentioned, agreed that the plumber did not follow proper company policy when calculating my estimate, yet Michael and Sons refuses to refund my money. I called Michael and Sons on January 26, 2015 after hearing one of their radio ads. The only expectation I had from them was to come to my house, assess the repairs and give me a fair and honest estimate based on the necessary repairs. I feel, on January 30, 2015, their plumber did not act with integrity and intentionally tried take advantage of me. I know the Revdex.com does not compare companies against each other. However, the fact that I had another local plumbing company (one which I had never used before), came out the same day, did the same work that was offered to Michael and Sons and did it at 1/4 the price - in itself is very telling.
Regards,
[redacted]

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.

[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. However, I give them "F" for their customer service. If I didn't contact Revdex.com, their response would have been very very slow.
Regards,
[redacted]

Two years ago my basement flooded and Michael & Son was hired to do the mold abatement, placement of french drains and a sump pump and installation of a backup generator, electrical panel and a carbon monoxide detector. They have always been very prompt and responsive to my needs. I will certainly recommend them to friends.

I am rejecting this response because:
Michael and son still owes me for all the damages they did to my hvac ductwork system, the duct cleaning issues were not resolved and remains open and I request all mhic licenses issued to Michael and son be pulled and further investigated for customer deception as well as unfair business practices.
 Complaint: [redacted]
Regards,
[redacted]
dllr/mhip/hvac

[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:   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,
[redacted]

Talked with [redacted] and he loved our service but frustrated with the wait. We will be going back out to give his his Furnace  tune up at no cost and he will be removing the bad review. He is very happy with the out come. 
~ [redacted]; HVAC Service Manager
[redacted]
Office Manager
Michael & Son Services, Inc. 
5740 General Washington Drive
Alexandria VA 22312 
P- ###-###-####
F- ###-###-####   
[redacted] 
"If you can't, we can!" ™

Date: Tue, Dec 6, 2016 at 1:24 PMSubject: Re: [redacted] Complaint...

([redacted])To: [redacted] <[redacted]>, Aaron S[redacted] <[redacted]>, Gerren L[redacted] <[redacted]>Thank you for allowing us to respond to our customer concerns. I spoke to Ms [redacted] and all has been settled. We explained the concern and how things work and we offered her an extended warranty and future credit. She agreed and I believe all is complete and this matter can be closed as satisfied. Thanks, Vance S

excellent service and knowledgeable personnel

From: Roselyn M[redacted] Date: Tue, Dec 29, 2015 at 5:15 PMSubject: In response to [redacted]To: [redacted] <[redacted]@myRevdex.com.org>In response to [redacted],Michael and Son Services offered [redacted] was offered $1,100 to close this matter out. Roselyn *....

M[redacted]Customer Relations Department Michael & Son Services, Inc.5740 General Washington DriveAlexandria, VA 22312Office # ###-###-####Fax # ###-###-####

I can tell you that Michael & Son has ALWAYS been on time, professional, and courteous when they come for service. The service is quick and efficient and at a fair price.

Thank you for your letter regarding our customers concern.We are aware of her concern and have responded and scheduled her inspection for December 9, 2016. Our customers home required a door replacement and it must have a cumbustion air grill to pass inspection.  This is typically the...

responsibility of the customer however we helped and installed the door ourselves.  Please accept this as our response and if allowed ,close this account as satisfied. Thanks Vance

Both Michael & Nate of Michael & Sons were great! I believe that Michael exhausted all the troubleshooting possibilities before calling in Nate as the senior technician. Nate continued the effort. Nate didn't leave until our air conditioner was up and running again, at almost 9:00 pm. The only thing remaining is that Michael & Sons plans to check the air conditioner during warmer daytime temperatures.

The tank and hose to our toilet had begun leaking when we were on vacation. Curtis arrived to do an estimate and was able to complete the job that same evening after running out to get some parts and giving us the option to go pick up a new toilet from a big box store (we did not want the one toilet M&S had available as it was an expensive one which would have been an over improvement for our humble abode). Curtis was also generous in offer some suggestions on more durable types of bathroom materials and plumbing materials we should use with the refurbishing project. We still need to replace the flooring but he was able to level out the toilet with shims/thin wood which is a great band-aid until we organize and confirm the floor repair/refurbishing.

The morning of 2/1/17 I awoke to an unpleasant problem of no heat. I called Michael and Son. Bruce H[redacted] responded within just a few hours. He was able to pinpoint the problem very quickly. As he worked and we discussed the situation I was impressed by his obvious experience and knowledge. Even though the furnace was old and no longer being manufactured he was knowledgeable about it. Since service parts are no longer available the discussion lead me to the conclusion that replacement was the only solution.
Bruce presented several choices of equipment configurations which enabled me to easily make a decision. After that it was all an easy ride for me. Bruce took care of all the details and advised about delivery and installation. I want to thank Bruce H[redacted] for all his help and guidance. After the unpleasantness of the original problem Bruce made pleasurable to associate with real professionals.

[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[redacted]Office ManagerMichael & Son Services, Inc. 5740 General Washington DriveAlexandria VA 22312 P- ###-###-####F- ###-###-####   [redacted] "If you can't, we can!" ™

Excellent service. Clean, thorough work. Courteous tech.

From: Roselyn M[redacted] Date: Thu, Oct 22, 2015 at 4:18 PMSubject: Revdex.com Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>In response to [redacted]Michael and Son Services has left messages for [redacted] to call us back regarding his concern. We are waiting to hear...

from him to see if we can resolve this matter. Roselyn *. M[redacted]Customer Relations Department Michael & Son Services, Inc.[redacted]Alexandria, VA [redacted]Office # ###-###-####