Michael & Son Services Inc

[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: Reply with proofs;   DEAR SIR,  RESPECTFULLY I WOULD LIKE TO SUBMIT THAT::::::He did not say any charges like $89.00 for diagonistic  before starting the job. I told him just tune up and it was used in last winter. If something is wrong dont touch it.Tune up if its working.Otherwise just leave it. How long would it take to check if this device needs more work or not tunable.Just by checking the on/off switch. Because I know how they make money. So my doubt was 100% correct. When he gave me the estimate of $695.00 .After a few days I called automatic Climate and he did not say any big replacement of fan etc. Plus he was complaining that some untrained person had messed up the fan wiring .You can call and verify from him. It is not old enough case. You can call him and verify what was wrong He did not not replace even a single thing. In addition he charged the freeon of 3 lbs $45/lb.
Regards,
[redacted]

Please accept our apology we are sending the check to the customer again this week as the last check was returned to our office.We have every intention to solve our customers concern. Please close this matter as resolved and if there is a need for the customer to reply I am sure he will respond to let you know. Otherwise I will confirm that our check will be in the mail at 4pm on friday 24th in the amount of $750.Thanks Vance

[redacted]
Complaint ID# [redacted]
Thank...

you for allowing us to respond to this concern. We made many attempts to help this customer and she was willing to allow help but later claim we failed to call her and assist her with return calls.
Michael & Son asked the manager of the area to make contact and he left messages and they were never returned. 
We made several attempts to clean her rugs and according to the carpet company it was successful.
Nothing other contact has been made and we feel this matter should be closed as resolved.

[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]

Today, August 22, 2016, our 20kw whole house generator was serviced by Neville M[redacted], of Michael & Son Services. The technician, Neville, was prompt, courteous, and very knowledgeable for the maintenance task to be performed. We highly recommend Neville M[redacted] and Michael & Son Services for electrical work.

Michael and Sons is my go-to plumber. I have always been pleased with their work and their technicians. I find them completely trustworthy and their prices reasonable.

We are so completely thrilled with the work that Michael and Sons has provided to us in the past 4 months. Our most recent experience was with Harrison P., a perfectly lovely and knowledgeable electrician who provided us with a new electrical panel that was necessary to accommodate our new tankless water heater. He was prompt, courteous and ensured that the job was done properly and with no hidden surprise costs.
From our new HVAC system to our tankless water heater, we have had a number of Michael and Sons techs come through, each of them knowledgeable, courteous, patient to answer questions and putting in the extra time to make sure that the job is done right.

Kenny gave great service in a time of need. Our really old water heater was leaking badly and he was able to come in and replace it for us. Kenny went above and beyond to get things back to normal in our household and we thank him for it!

As a long-time customer with a homecare contract, I called when my HVAC system failed after just being inspected earlier this spring. When they told me I couldn't get an appointment for five days, despite public advertisements for 24/7 support and customer satisfaction, I had to call another company, which came out in less than four hours.
When the new tech inspected the system installed by Michael and Sons, he discovered a bad capacitor. Connected to that capacitor was a TP-6 Hard Start unit. This unit was added by Michael and Sons during my spring inspection to "ease" the start of my unit. The new tech said this Hard Start unit does just the opposite, jolting the capacitor to turn on the a/c and probably causing the capacitor to fail. It is only supposed to be used on older units that could benefit from a slight kick start. My system is fairly new.
As a result of the initial poor customer service, I have canceled my homecare contract and asked for a prorated refund. I cannot recommend signing up for any long-term contract and customers should get second opinions on any add-ons suggest my Michael and Sons. Together with the initial inspection addition and the repair for its damage, I'm out about $650.

I was very pleased with their customer service from the time I submitted a request for service through to the close of the installation.

I have been using Michael & Son for the past couple of years, they are always on time, courteous, friendly and always do the job right. They never make a mess, always clean up and leave things the way they found them. I will continue to use for a long time.

Stevie A. of Michael & Son Services went above and beyond to satisfy me. He came out on Friday as scheduled to replace my hot water tank. I mentioned that I wanted to replace the old, ugly linoleum flooring prior to installing the new tank. While we had to move the appointment to "first thing" Monday; he made arrangements with Michael and Son Services to send a "handy man" to lay the floor after he took out the old tank. He installed the new tank on the new floor. My utility room looks better too! Stevie A. was professional. He kept me informed and did an outstanding job. He politely answered my questions. I would highly recommend him. I would also request him to do any future plumbing jobs in my home.

[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: This matter was discussed with Vance S[redacted], on February 3rd, it was left unresolved.  I asked for a refund of the $89.00 service call charges, Mr. S[redacted] said he would talk to the appropriate person regarding a refund. I have not heard from Mr. S[redacted], nor have I received a refund, as of today February 6th.
Regards,
[redacted]

The plumber phoned about an hour before arriving on time as promised. He
replaced the spigot on the kitchen sink and installed a spray attachment too.
He offered to repair several other potential problems, as well as several
choices of kitchen spigots. He was very courteous and completed the
repair work in about two hours.

If you need plumbing services in the Alexandria, VA area call Michael and Sons and ask for Troy C. He is an extremely knowledgeable, efficient, and thorough plumber. He is extremely patient explaining everything in detail to me as we were through all the plumbing projects. Excellent!!!!

Michael & Sons installed our heating system. Did a excellent job and explained every thing after installment. We had them come back and install an Air Knight Purification system And cleaned the ducts. Nyle M[redacted] did a great job explaining And making sure we understood everything he did. Very professional.

In Response to [redacted]Michael and Son services does not see a need to buy...

the customer new cabinets. The crack that he is referring to is a stress crack that is less than 1" long and can be repaired by pulling the screw out, gluing the area and pre-drilling a permanent hole for the screw to go in that will hold his dishwasher in place. This screw is in a hidden location behind the rubber piece that holds the dishwasher in place. I have attached a picture. If the customer chooses to buy new cabinets, Michael and Son will give him a credit up to $100 towards the purchase of a new cabinet.

Wayne J[redacted] from Michael & Son Services came to fix my heater on Saturday, he was very knowledgeable and friendly, he not only fixed the problem, and also gave me lots of useful tips on how to take good care of the heater. In addition, he was very honest about everything. We highly recommend him and the company to anyone who has heater or air condition problems.

Troy provided highly professionalized and efficient service. He called and arrived on time. He analyzed our problems and explained our options clearly. He also identified many possible improvements and updates for us to consider at various points in the future.
He got to work quickly on the tasks we agreed upon for this visit and provided accurate cost and time estimates. Troy's explanations and demonstrations were clear and helpful once he completed the work and everything is not merely repaired but functioning better than new.
We have had good and bad service calls with various companies over the years. Troy is one of the best.

I have always been impressed by Michael and Sons technicians. They are professional, respectful and informative.