Michael & Son Services Inc

Nick P. arrived before scheduled time and did an outstanding and thorough job of servicing the HVAC system. He was courteous and efficient. Will definitely use Michael & Son in the future!

[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!" ™

Thank you for your response regarding our customers concern. Michael & Son was able to deliver the filters the same day we received your letter.  The customer confirmed he is happy and pleased with the result and he would forward a response to you to confirm all was complete.Vance...

S[redacted]Customer Relations DepartmentMichael & Son Service Inc.

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

Thank you for letter regarding our customers concern. We reviewed the concern and spoke to the customer. He completely understand that we don't replace drywall after fixing the electrical concern at his home. 
The customer further explained he has the repair done by another...

company and no longer required our services for this matter. 
I am asking this matter be removed since the customer was advised upfront and understood that we were only there to replace his old light fixture with a new ceiling fan  and this required some drywall cutting.
We are more than happy to assist our customer when they call with a drywall repair and we do it at less than the market requires to help our customer in there time of need if we did the actual service job at their home.
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.

Tucson V. arrived on time, explained what he was doing, maintained a clean and safe working space, and thought carefully before acting. He solved the problem, and gave me advice on how to prevent future problems.

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

[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]

recent service on a/c. great service!! tech was knowledgible,polite, neat and quick
would certainly recommend to friends

Shane was extremely good. He called a while (30+ minutes) before he arrived. Once on site, he was clean, courteous, and knowledgeable. He found the problem and promptly made the necessary repairs. It was our second time having this technician at our home for service, and he has been very good.

[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,
Deborah Whang From: [redacted] <[redacted].com>Date: Thu, Dec 31, 2015 at 2:54 PMSubject: Complaint resolved-how to update?To: [email protected] Revdex.com,I filed a complaint back in November and the issue was resolved (they issued me a refund).  I would like to update it so the business does not need to be contacted by Revdex.com. Could you instruct me on how I can do that?  I don't think I have my login information or any reference numbers anymore.Thanks,[redacted]

A firm that exceeds expectations in customer service, deserving special recognition for technicians willing and able to explain problems and solutions in terms that can be understood by non-technicians.

My experience with Michael & Son Services, Inc. has been they fix your problem with one visit. Abdul H. was very professional and courteous. Before starting any work, he clearly explained the problem(s) and his proposed solution(s) to resolve the problem. I had water leaking under my kitchen sink plus another problem with my garbage disposal. Thus far, everything is working great! I will specifically request the services of Abdul H. to assess and resolve any of my future plumbing problems.

The plumber Daniel D. was very professional and had good customer service. He explained why he was there and asked if there were any other issues that I had. I did and he completed that job to my satisfaction. I would refer this plumber any time.

Both technicians arrived within the stated time frame and notified me via telephone prior to their arrival. They put down their own welcome mats by the front door so that they would have a place to wipe their feet as they went in and out of the house. Both were well dressed and courteous. They assessed the issues with our plumbing and electrical systems. Written quotes were provided prior to either technician beginning the repairs. The repairs were completed in a timely manner. The techs cleaned up after themselves and had me inspect the repairs after. All in all a highly satisfactory experience with repair personnel. I will definitely be utilizing Michael and Son in the future.

Excellent professional work by Luis the plumber ! Please advise Michael & son owner of Luis's work representing the excellent reputation and leadership of the Company .
Frank B[redacted]

The Michael & Son service professional, Olman M[redacted] did an exceptional job moving my crystal chandelier from my previous dining room to another room in my house. He understood exactly what I wanted to do, offered a couple of options and estimates for doing it and then executed the move with only one small hole in the drywall. Olman was extremely polite, personable and professional. I would highly recommend him to others looking for a skilled electrician.

Most of the service persons are good.

Robert N. was our technician for our A/C repair during the recent heat wave. He was professional and diligent and we enjoyed working with him.