Michael & Son Services Inc

Knowledgeable, friendly, punctual and professional - that's how I feel about Michael & Sons. I would highly recommend their services.

Kenny S. is an asset for Michael & Son. He called prior to his visit, provided his estimated time of arrival, and arrived when he said he would. When entering the house, he used his disposable slippers every time. He asked again, for the reason for his visit, leaks in the kitchen lines, and bath faucet. He diagnosed the problem and provided an estimate prior to beginning work. He was efficient in completing, and explaining, what he was doing. He provided estimates of future work, when questioned about other possible issues that may arise. He cleaned his work areas upon completion of the repairs. Kenny was courteous throughout the visit, and very personable. Thanks, Michael & Sons.

From: Roselyn M[redacted] Date: Mon, Oct 19, 2015 at 12:29 PMSubject: Revdex.com Response: [redacted] ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>In response to [redacted]Vance S[redacted] has left [redacted] several messages asking that he call him back so that they can discuss his concern but he has not...

returned his phone call yet. Roselyn *. M[redacted]Customer Relations Department Michael & Son Services, Inc.[redacted]Alexandria, VA [redacted]Office # ###-###-####Fax # ###-###-####

As always I knew I could count on Michael & Son Services. Jason was our technician today for an electrical issue and he was on time, knowledgeable and very professional.

I would definitely recommend Michael & Sons for any HVAC issues. They were excellent - very professional & reasonable. Steve explained the issues with my HVAC system & got it running again very quickly. I definitely will recommend them to my friends.

Great customer service provided by James and Sylvester

The electrical technician that came to our home was very knowledgeable and patient during the heat. We like Michael and Sons business very much, just too bad project was not in our budget.

Thank you for allowing
us to respond to our customer's concern. This is an insurance claim, all matters
should have been resolved with his insurance company., which we have all final
payments and concerns resolved with the exception of the balance due that the customer is aware of. We did call [redacted] personally and discussed
with him what we replied above in regards to him contacting his insurance
company. . In regards to him not being able to communicate with us,we in fact
called and communicated with him and did answer his concerns regarding his
content loss. In addition he was also in contact with [redacted] which
handled all of his contents to discuss the matter with him. None of the parties
have agreed to pay him beyond his insurance carrier.  If you have any
further questions he should contact his insurance agent for any other
unresolved matters. 
Communications: 
1. M&S has emails
and personal office visit along with phone calls. The most recent by Vance on
Thursday May 28th 2015. 
2. [redacted] have multiple
emails and also agreed to multiple phone calls made to the customer and emails
are documented on file.
Serve and Beyond the
Call of Duty when involving several other companies:
1. M&S provided a
lock box to avoid customer's having to go back and forth in their home 
2. When keys were
misplaced we paid for re-keying the locks (Keys were never lost one of the
other companies worker left with the keys in his pocket)
3. We listed everyone's
pricing and job assignment on the initial estimate sheet. 
4. All invoices were
separated by each company and paid directly from his insurance company to each
of those companies. 
 We understand that the insurance company has paid for all his losses and concerns dealing with the fire damages. Michael and Son did not contract any of these companies outside of one other company that we typically use all the time. The insurance company and the customer were working close together to deal with the concern to close this matter and to this date we still have an outstanding balance owed to us of approximately $2,800.00. We are clear that this concern has been concluded and no further action is required from Michael  and Son Services Inc or any of the other listed contractors that was at his home.

Needed a plumber, called Michael & Sons and Mr. Victor G[redacted] came to the house. He was very helpful and did the work quickly and also well.

Joey at Michael & Son arrived promptly, quickly identified the problem involved and offered a solution. He treated my home with respect, including using care as he removed wallpaper covered switch plates.
Joey also offered an option to replace overhead recessed lights with computerized LED lights and gave me a written proposal to do the work. I will consider this at a future time.
This is the second time I have used Michael & Son and I requested Joey for this job as I was so impressed with the quality of his work and knowledge/suggestions for energy saving options.

Thank you for allowing us to respond to
our customers concern.  Michael and Son
Services did what we believed was satisfactory work.  Our contracts show that the owner confirmed
work by phone and his tenants signed contracts agreeing that all work was completed.  Michael and Son...

believes that
we do not owe him any money at this time.
In regards to his refund, these are the
prices for the work that was done in his home. $69 for a tune-up, which was a
special, it’s normally around $89-$120 for a general tune-up. The cost of the dimmer
switch, unless it is removed, is $85.72 and it was installed at the customer’s
request.  
We reached out to [redacted], this
morning, asking that he contact us directly to see if we speak further
regarding his concerns. Our last contact with him was on 7/10/2015 and at that time, he stated that he would give us a call back.

In Response to [redacted]Michael and Son Services has since completed the work that [redacted] spoke about in his complaint. Our manager for the Norfolk area has reached out to him by phone and by email regarding this matter, as well. At this time, Micheal and Son  considers this matter closed.

Date: Tue, Jun 14, 2016 at 12:17 PMSubject: In Response to [redacted]To: [redacted] <[redacted]@myRevdex.com.org>In Response to [redacted]We spoke to [redacted] and we will be issuing a refund on the rebate of $750.00. Michael and Son Services considers this matter closed. Roselyn MAssistant Manager...

- Customer Relations Department

[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]

A neighbor recommended Michael and Son. Sylvester (our new hero!!!) arrived 30 minutes into the window, immediately sussed the problem, had the part on his truck, and had the valve replaced in no time. This was a relief as I'm selling this house and needed the plumbing issue to be fixed. Very happy with the service and only wish I had called them first.
I don't live in the area anymore so scheduled originally with another company. That plumber arrived late, had problems diagnosing a text book problem, and disappeared for hours only to return and say he could not buy the part because he did not have a company credit card. I then called Michael and Son to see if they could fix the problem. The customer service was great and the service I received was fantastic. I'd use them again in a heartbeat.

Ron E. quickly and efficiently diagnosed and repaired the problem with the ATS panel on our Generac Generator. I found him to be very knowledgeable and experienced. He quickly discovered the source of the problem, a leaky exterior junction box that caused the ground wire to detach. Ron remade all of the connections in the box applying antioxidant compound to each and then sealing the leaky joints. Further, he inspected another exterior junction box insuring the integrity of that that box as well. It was a pleasure to work with Ron. As a matter of fact he was a part of the original Michael & Son team the installed the generator in 2010.

Great experience. Explained everything in language I could understand. Made appropriate suggestions but no pressure. I don't know why I did not call Michael and Son first. I will from now on!

Miguel fixed my leaky kitchen sink pipe quickly and effectively. I'm very pleased with his work and demeanor.

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.  On June 12, 2015, I received the following email from the company:
[redacted] 
[redacted]
[redacted]
Thank you for speaking to me
this morning regarding your service concern. 
As we discussed we will have a
team of guys including Electrical , HVAC installer and a drywall team to cut and
replace the drywall when all is complete.  Your scheduled date and time that
work for you was June 18,2015. The arrival time is between 9 am and 11 am our
goal is to complete the heat tape or re-routing of the line the same day. WE
WILL NOT RUN ANY DRAINING FROM YOUR UNIT THROUGH THE SUMP PUMP AS YOU
REQUESTED!!!
(Just writing to be clear
smile). 
The only thing that may
require a second day as we discussed is maybe the painting if the drywall mud
and taping doesn't dry in time to complete the work. 
Please reply to let me know
you agree with what is written in the message above and if you need to add or
clarify, I will be more than happy to answer or correct what is needed?
Thank you again for allowing
us to serve your concern and I look forward to getting your home back up to
shape.
Vance S[redacted]
Customer Relations
Manager 
Michael & Son Service
Inc.
Lastly, it is my hope that Michael & Son is sincere and will execute the process they communicated in the email above.
Regards,
[redacted]

[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:
In response to Michael and Son’s comments, no referral was made to us in
respect to any specialist companies.  I
was notified (whilst I was out of the Country) by one of Michael and Son’s
employees (Mr Mario L[redacted]) that the original company they had approached to
undertake some of the work was not available for a number of weeks and they had
reached out to another company instead. The only contact I have had with the
sub-contracted companies is when we have tried to resolve disputes over missing
and damaged items.  I am extremely
surprised that Michael and Son are denying any involvement with these other
organizations as they have constantly included the work carried out by these
third parties as line items within their invoice to me.   My insurance company and loss adjustor have
always been paying Michael and Son for the complete project and no other.  Michael and Son employees packed up our home
and stored everything in our garage, damaging items in the process, which they
have still failed to acknowledge or reimburse us for.
The fact that the keys to the property were being managed by Michael and
Son in a lock box they provided and for which I did not have access, and the
fact that the keys were taken by a third party who had been given access by
Michael and Son employees seems to have been ignored by Michael and Son.  I have since found out from the sub-contracted
company in question that their driver did in fact drive off with the keys and
when informed of the error, they returned the keys to the project manager of
Michael and Son that same day.  Why it
then took 72hrs for the keys to be returned to our property is still a
mystery.  We were made aware of this
information by the company as they had the cost of the locksmith passed over to
them and they wanted to understand why this had occurred.
The courtesy work Michael and Son carried out was the cleaning of the
property; this was due to two key factors. 
The first was their inability to correctly clean areas of the house
which still had toxic soot present, namely the kitchen and bathrooms and the
second was a final clean of the property, this was required because they had
delayed our initial return to the property three times through poor project
management and had allowed us to move back in prior to completing a number of
key tasks that produced dust and dirt.  As
it was, I had to move my heavily pregnant wife and 18-month-old baby back into
our house that had no means of cooking; no bedding, curtains or bathroom linen;
none of our personal effects or clothing; no electrical equipment including no
working range, microwave, dishwasher or washing machine.  All this and the house still had toxic soot
that needed cleaning; missing kitchen cupboards and doors and the kitchen floor
needed relaying.  After nearly two months
of my family living in welfare housing, it was extremely stressful and
upsetting to move back into our home in this condition, two days before
Christmas.
We were instructed by Michael and Son to engage with the garment
cleaning company that they had authorized to carry out the work and allowed
access to our property; to arrange a suitable delivery time and date in order
to have our property returned. The garment cleaning company then stated that
they would not return our property until payment had been received from Michael
and Son.  On no occasion were we advised
that this was the cleaning companies policy or that our property would not be
returned on time.  Michael and Son then
paid the cleaning company $1030.00 for our items to be returned.  It was only when our property was retuned
that we were alarmed to discover that a significant quantity was missing.  We raised our concerns with Michael and Son
who promised to resolve the situation with the company.  To date, this has not been rectified, we are
still missing in excess of $30,000 of our personal effects and both the
cleaning company and Michael and Son are denying all knowledge or
responsibility.
If Michael and Son did not have any arrangement with the garment cleaning
company as they stated then why did they pay over a thousand dollars to have
our items returned? Why did the sub-contracted companies work always appear on
Michael and Son invoices and work statements to my insurance company and I?  Why do the sub-contracted companies believe
they are working on behalf of Michael and Son? 
There have been a number of sub-contracted companies undertaking
specialist restoration on behalf of Michael and Son throughout this project,
yet the only companies Michael and Son are denying any involvement with are the
two we have raised concerns over.
At the end of the day, Michael and Son were contracted by us to
undertake a fire restoration project, they bought in a number of sub-contracted
companies and a significant value of personal items have been damaged and lost
/ misplaced / stolen.  Michael and Son
left the property insecure on a number of occasions, culminating in the loss of
keys.  They failed to manage the third party
contractors after allowing them access to our property.  Michael and Son’s continued refusal to accept
any responsibility is both unfounded and unprofessional.
We asked on numerous occasions for a
meeting to be arranged between ourselves, Mr Troy K[redacted] and with the Company Senior
Management to resolve these issues as earlier attempts with Mr Troy K[redacted] and
their Credit-Collection Manager had been unsuccessful.  It was at this earlier meeting in our home;
that the Credit-Collection Manager recognized the failings throughout the
restoration and offered a figure in the region of $2500 for the inconvenience
caused by the poor project management. This we refused.  When eventually we did have a meeting at
Michael and Son’s office on 3 Feb, the project manager, Mr. Troy K[redacted] was
unavailable, as was all of the relevant paperwork including our contract. After
a very brief and negative meeting with the Credit-Collection Manager, we were
then assured by the General Manager that he would personally look into this
matter and contact us directly.  I was
then informed that they had notified their insurance company.  This appeared to be more productive, however;
the letter from their insurance company that followed weeks later clearly
stated that they did not believe they were liable for anything and that was the
last we have heard from the company on this matter. 
This is a complete misrepresentation of
the motto they allegedly live by “To ensure your complete satisfaction, we’ve
started the Michael & Son’s Promise
campaign. This promise ensures your complete satisfaction with
the motto “We’ll do whatever it takes
to make things right”. This isn’t a mantra that we take
lightly; these are words we live by. This guarantees that if for any reason you
are dissatisfied, you’re entitled to not only express your opinion, but also
get one on one attention and absolute resolution that satisfies your need.”    
To date, the work on the property has
yet to be signed off; we are still missing in excess of $30,000 worth of our
personal property and our last correspondence from Michael and Son was 11
Feb.  This matter is not closed and we
are far from satisfied.
Regards,
[redacted]