BBB Accredited Business since

Michael & Son Services Inc

Phone: (703) 658-6000 View Additional Phone Numbers 5740 General Washington Dr, Alexandria, VA 22312 http://michaelandson.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Michael & Son Services Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Michael & Son Services Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 76 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

76 complaints closed with BBB in last 3 years | 42 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 61
Total Closed Complaints 76

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Michael & Son Services Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: January 01, 2002 Business started: 01/19/1979 in VA Business started locally: 01/19/1979 Business incorporated: 07/25/1988 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
http://www.dpor.virginia.gov
Phone Number: 804-367-8500
The number is 2701038423 A.

Department of Labor, Licensing and Regulation (DLLR)-MD
500 N. Calvert Street, Room 308, Baltimore MD 21202
http://www.dllr.maryland.gov/license
Phone Number: 410-230-6231
op@dllr.state.md.us
The number is 91275.

District of Columbia Consumer & Regulatory Affairs (DCRA)-DC
1000 4th Street SW, Washington DC 20024
http://www.dcra.dc.gov
Phone Number: 202-442-9828
Fax Number: 202-727-6546
The number is 420211002808.

District of Columbia Consumer & Regulatory Affairs (DCRA)-DC
1100 4th Street SW, Washington DC 20024
http://www.pearsonvue.com/dc/industrial_trades/
Phone Number: (202) 442-4320
Fax Number: (202) 698-4329
Pamela.Hall@dc.gov
The number is DM900824.

Department of Labor, Licensing and Regulation (DLLR)-MD
500 N. Calvert Street, Room 308, Baltimore MD 21202
http://www.dllr.maryland.gov/license
Phone Number: 410-230-6231
op@dllr.state.md.us
The number is 3952.

Type of Entity

Corporation

Business Management
Mr. Basim M. Mansour, President Ms. Angela Martucci, Office Manager Mr. Vance Shepard, Complaint Contact Mr. Christopher Thompson
Contact Information
Principal: Mr. Basim M. Mansour, President
Customer Contact: Mr. Vance Shepard, Complaint Contact
Business Category

Contractor - Electrical Fire & Smoke & Water Clean Up Generators Mold & Mildew Remediation Plumbing - Contractor Construction & Remodeling Services Fire & Water Damage Restoration Heating & Air Conditioning Home Improvements - Additions Roofing Contractors Siding Contractors Sunroom & Solarium Design & Construction Windows Handyman Services Kitchen & Bath - Design & Remodeling


Additional Locations

  • 5740 General Washington Dr

    Alexandria, VA 22312 (800) 948-6453 (703) 658-3998 (703) 658-6000

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (202) 232-8145(Phone)
  • (301) 433-0122(Phone)
  • (540) 657-1000(Phone)
  • (703) 658-3998(Phone)
  • (800) 948-6453(Phone)
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Complaint Detail(s)

4/13/2015 Problems with Product/Service
4/12/2015 Problems with Product/Service
3/30/2015 Problems with Product/Service
3/20/2015 Problems with Product/Service
3/3/2015 Problems with Product/Service
3/2/2015 Problems with Product/Service
2/23/2015 Advertising/Sales Issues
2/22/2015 Problems with Product/Service
2/20/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
1/24/2015 Delivery Issues
1/24/2015 Guarantee/Warranty Issues
1/23/2015 Problems with Product/Service
1/21/2015 Advertising/Sales Issues
1/8/2015 Problems with Product/Service
12/30/2014 Problems with Product/Service
12/23/2014 Problems with Product/Service
12/10/2014 Problems with Product/Service
11/16/2014 Problems with Product/Service
11/14/2014 Problems with Product/Service
11/8/2014 Problems with Product/Service
10/31/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service
10/4/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/21/2014 Problems with Product/Service
8/29/2014 Problems with Product/Service
8/29/2014 Problems with Product/Service
8/29/2014 Problems with Product/Service
8/19/2014 Advertising/Sales Issues
7/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The organization failed to honor its service commitment to move me to the head of the line when I was in need of a plumber in an emergency situation. Supervisor promised to get back with me inside of an hour with an update. Called 2+ hours later with same story. Best they could offer was a 4 hour window for responding the next morning. I have paid $29.00/month for years in order to have priority handling for just such a situation. Have done so based on earlier responses to fix failing A/C unit within 45 minutes on a very hot summer Friday. Obviously the service is no longer valid, nor consistent with the promise contained in the contract/on the website.

Desired Settlement: Return of at least one-year's service fees and payment of bill paid to service company that engaged even without a contract and promptly fixed the problem.

Business Response: Thank you for allowing Michael & Son Service Inc. to respond to our home care agreement members concern regarding his missed appointment.We have an obligation to serve our members with priority service and we failed to complete this service as promised.

We agreed to settle with ** ***** ***** by paying his service call that was ran by another company.
Thanks *****

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****

7/11/2014 Problems with Product/Service
7/9/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Michael & Son sent one of their technicians out to clear a clog in our drain. They said that they also had to send a camera down and that another technician would be by with the camera. The technician, ***, sent his camera down without letting us really see the screen. He declared that it would be nearly $6000 and that we should get on the schedule right away. He was very much a high pressure salesman. He avoided answering the questions I had at all costs. Since we thought $6000 was a bit steep, we decided to get some other estimates. We had two other plumbers out, the second sent down another camera. He went slowly, describing everything we were seeing. All the way down to the city connection. Bottom line--There was no collapse in our line and Michael & Son was just out to take advantage of our uncomfortable situation.

Desired Settlement: For Michael and Son to not take advantage of other people.

Business Response:

Thank you for your response from our customer. 
MIchael & Son service was at the home of this customer and our service technician and  consultant felt comfortable that our customer had a concern that need immediate attention. 
Most concerns that are underground can only be truly revealed after the digging is done. So therefore a camera gives us a view that sometimes are inconclusive but the best option to determine our next step. If she have roots for example and had another service company come and cut them loose to clear the line then the cracks in the pipe will not show. It's very unusual to have a sewage back up in your home to a cleared line unless we find an object such as rags and paper tiles or grease etc.. Most of the time if nothing is found it means the line is compromised by a belly , roots or cracks that dirt and gravel can get inside.
Michael & Son service don't hire salesman we employ licensed professionals who can offer the best solutions for our customer current unfortunate conditions.
We are in the business of helping our customers and although no call was made here to have us address her concern. MIchael & Son will allow for our service manager to come back to the home with our techniian along with a camera and re-camera her line. This would require that all parties who are the decision makers be present.
This is because in the past we have learned that sometimes the party who makes these claims are generally the person or persons who were not available during the process.  
Please let us know when this service project can take place?     

***** *******; Customer Relations Manager

Consumer Response: [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: ********

I am rejecting this response because:

This response is completely nonsensical.  The entire point of my complaint is that there is no work to be done and the business is still insisting on trying to come out and do work on my house.  Nobody cut roots out of the line as there were no roots to cut.  There was no collapse in my line, but the pushy salesman that they sent out to my house insisted there was and pressured us to "get on the schedule right away".  This response from the business is filled with nothing but hypotheticals that have nothing to do with what occurred at my house and is clearly in line with their smoke-and-mirrors modus operandi.  Bottom line, I have video of the inside of my sewer line that shows that there is no sewer line collapse.  This was clearly a clog in the line, but Michael & Son's "technician" told us that our line was collapsed.


********* *******








6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Based on the advise of the technician from Michael & Son, I replaced my hot water heater. Since the change, I have had problems with the hot water lasting. The company replace the heater and the problem still exist. I have done everything asked of me (had M&S electrician check the power source, the rep from heater company (*****) came out and stated he saw no problem with heater, another M&S technician came out and bled every faucet, toilet and all other water sources to ensure there was cross circulations of the hot water source (did not get that report-I have requested it twice)...there was an offer to replace take with a larger tank, however, due to space limitations that offer was taken off the table, gave a listing of water use in my household by the three members in my home. I do laundry on Saturday nite and I use cold water, dishwasher is not an option, so water use by dishwasher does not exist. I have spoken with the owner regarding the problem and he keeps saying not to worry about the warranty, he wants to fix the problem. We'll lately, his story has now changed, if I need a larger tank, it is something I will have to fund? I can not get this matter corrected, no shape, form or fashion. Hot water was not an issue until I took the M&S technician's advise, yet I can't get this matter corrected without having to spend more of my hard earned money. I had hot water, M&S caused this problem, yet they don't feel the need to correct it. Again, I have done everything asked of me, even paid M&S in full and on time, but now all I get is constant request to continue the parade of foot traffic in my house, draining tank, wasting my water and running my water bill up with no solution.

Desired Settlement: Restore my hot water source, so that it last...I paid for a service which I am not getting, or consider returning some of my money so that I can get this matter corrected. Again, it was not a problem until I followed your technician's advise.

Business Response:

May 30, 2014

BBB Plumbing Fredericksburg

 

Customer Information:                       ******* ** **********

                                                           ***** ******* ****

                                                            *************** ** *****

                                                            Phone:  ###-###-####

                                                                        ###-###-####

                                                            Fax:     ###-###-####

                                                            Email:  **********************

                                                                        ********************

 

 

Dear BBB:

We are in receipt of your inquiry from **. *****-**** dated May 27, 2014.  We all are well aware and familiar with **. ****’s situation.  In the statements below, I will explain all the things that we have done to try to provide her desired result.

 **. **** initially called Michael and Son Services, Inc. on March 22, 2013 at 1:49 pm.  She inquired about a water main shut off valve located in the crawl space under her home.  We returned two days later and completed the work along with the water heater installation.  The technician, ****** ***** advised ***. **** that her water heater was well over 20 years old.  The water heater was past its useful life… The average water heater useful life is from eight to twelve years.

 The water heater was installed on March 29th of 2013.  On April. 4, 2013, we returned to check the water heater at **. ****’s request because she felt she did not have “hot water”.  Here at **. *****’ notes:

 “ I checked thermostats and elements and everything is wor**** fine.....i checked faucets upstairs and they are wor**** fine....the water is hot in all faucets so there’s nothing i can do at this point....homeowner stated she does not want to turn temp up which i'm not allowed to....water heater wor**** fine...job done.”

 

Seven days later on April 11, **. **** called back and said “after washing dishes or one shower, she has NO hot water.  **. ***** returned the next day with the following technician’s notes:

 

“no hot water after one shower...i will need to check thermostat and elements…..water heater is working fine, no issues”.

 

Two weeks later, **. **** would call again about insufficient hot water.  This time, we sent a different technician to her home.  Our policy, if after several visits, if one technician is unable to locate the issue, then we send a different technician… **. ****** ******, who is a Senior Technician and one of our Quality control technicians to ensure compliance with Michael and Son and manufacturer’s installation compliance, visited her home.  Listed below are his notes in her file:

 “ran hot water filled tub water temperature 115 degrees tested both tstats & elements lowered temperature on lower tstat engaging upper tstat both tstat & elements wor**** reset temperature at 125 waited for heater to reach temperature tested heater wor**** properly”.

 Please note what is significant here is the elements and thermostats were tested to determine the sequence in which they engaged.  Because the cold water enters the tank from the bottom, this again ensures proper operation.

 Less than 30 days later, **. **** called again… according to **. ****, she was still experiencing insufficient hot water, we made a management decision to replace the water heater on May 27th, 2013.  Prior to the new installation, the technician once again, tested the water heater and listed below are his notes: 

 “PER MANAGER *******: PERFORM BASIC DIAGNOSTICS AND REPLACE HEATER

'DIAGNOSTICS ON OLD HEATER, ALL ELECTRICAL OPERATIONS CORRECT, WATER TEMP AT KITCHEN FAUCET DIRECTLY AFTER SHOWER 138”

 So prior to changing out the water heater, we determined that the original was working properly as previously tested.  However, we changed the heater out for **. ****’s satisfaction.  The water was heater was changed by **. ******* **** on May 27th. 

 On January 31, 2014, **. **** called again and was unable to “draw a bath”.  At this point, Michael and Son Services, Inc has checked everything out regarding the operation of the water heaters that were installed.   The following individuals visited **. ****’s home early in the morning (7:00 am).  **. ****** ***** – the original technician, **. **** ****** – ********’s ***** Water Heater Representative and I.  **. ****** tested the water heater thoroughly to include the thermostats and elements.  He tested the sequences in which these parts engaged which was correct.  He electronically tested the temperature at the faucets and it was in excess of 130 degrees.  His final determination was that the water heater was operating as it was manufactured.

We informed **. ****.

 The only item left to check was the electrical wiring for the home.  We dispatched our electrician to her property to confirm all the electrical requirements for the water heater.  We did.  In order for the water heater to operate electrically correct, it is required to be on a dedicated circuit. 

 Listed below are the electrician comments:

“Water is now a dedicated 2 pole 30 amp circuit with no splices or junction in it.   Installed new 30 amp 2 pole breaker for water heater…. back charge plumbing $250.00”

 This service call value was $250.00 of which **. **** was not asked to pay.  The plumbing department absorbed this cost.  Again, this was on January 31th, 2014.

 On March 29, 2014, we sent another technician to **. ****’s home.  Same issues….  This time, we suggested for him to spend a considerable about of time in the home to see if there were any unusual contributable conditions.  None were found.  Listed below are his comments:

“Ran cold water throughout all faucets and toilets for 10 minutes and ran hat water in kitchen sink only for 12 minutes that's 30 gallon hot water and water was still hot.” …..***** ****  (please note:  a standard residential water heater will use approximately 70% of its capacity prior to the water becoming tempered.  In this case, that would be approximately 35 gallons of hot water)

 Again,,,**. ****’s water is hot….. It appears to Michael and Son Services, Inc. that **. **** is comparing the water temperature to the temperature she had on her much older water heater…   The temperature on water heaters from many years ago such as hers was set much higher than today’s water heater temperature….  Legally, we can only set the temperature at 120 degrees.   This temperature is set from the factory. 

 **. **** feels that Michael and Son is trying to circumvent our responsibility to her as our client.  This is not the case.  We have done everything possible, her water is hot, and the heater is functioning as it was manufactured. We can only fix or replace what is mechanical.

 We received numerous emails and phone calls from **. **** in which we always responded.  **. **** indicated that it appeared that Michael and Son Services, Inc. was not competent enough to fix her current issues.  I suggested to her that she hire her own independent contractor to review the water heater and the situation. This would be an independent third party.  She was concerned because it was be an additional expense to her.  I told her that Michael and Son Services, Inc. would pay for all the related charges associated with the third party doing an inspection behind us.  I would be more than happy to forward you the emails as well should they become necessary.

 We would request to be present during the independent contractor’s review for confirmation.  If the third party found that we failed in our water heater installation; we will fix it and make it right.  This would be at no cost to her.  She did not accept our invitation.  This was the last that we heard from her until our receipt of your letter.  

 Sincerely,

******* ** *******

General Plumbing Manager

Michael and Son Services, Inc

 

 

CC:  ***** *******, ***** ******

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

           

 

 

 

 

 

 

 

 

Sincerely,

 

Malcolm J. *******

Plumbing General Manager

Michael and Son Services, Inc.

Consumer Response: [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: ********

I am rejecting this response because:  It did not come from the owner, who I thought was concerned enough to address this matter, and **. *******'s solution is for me to spend more of my hard earned money...or continue to let him parade his foot traffic through my residence, maybe he will wear me down and I will give up....that is his only solution (exaust my leave with home visits, bring in my own plumber (never mind I did not have this problem until I followed their technician's advise), spend more of my hard earned money to get this matter corrected....I get it he is there to make money for the company!   However, I notice **. ***** did not have the common decencey to address this matter himeself, since it is his company and not **. *******'s......it is obvious where he stands (ignore the customer long enough, and they will go away), at first he appeared willing to help me and then all of a sudden...nothing?  I guess he feels...he has my money so why should he be willing to make this right?   Spend it well **. *****!


Regards,

******* *****-****








6/10/2014 Problems with Product/Service
6/8/2014 Problems with Product/Service
5/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* ***** Assistant Manager Sales Department Michael & Son Services, Inc. **** ******* ********** ***** ********** VA ***** Hello: Heat off- called Michael and Son Technician ****** ***** was sent Diagnostic $89.00 Batteries: ? I inquired about a leaking Hot Water Tank and drain He said drain was okay. Hot Water Tank needed replacement On this visit ****** ***** walked off with $960.00 cash 500.00 check Total $1,460.00 for batteries and diagnostic ?????? Please review this transaction and let me know if you find this accurate. Jan. 17 I am extremely disappointed in the service. Where did the $960 cash go? ****** ***** said the Tank was $500.00 - that was paid by a check which went through already. My heat is still off. I am very, very concerned and disappointed. I expected better service and an itemized list of expenses which **. ***** said would be mailed. Very disappointed. ******* *. ***** February 21, 2014 **. ******* *****: We are half way through February and I still have not yet received a breakdown of expenses incurred. Again, my figures show I paid ****** *****: $500.00 check $960.00 cash Total $1,460.00 **. ***** inserted 2 batteries in my thermostat, my heat went on. I indicated the money can go to other plumbing projects, I noted in my home. He agreed. For example, I had a leak in my water heater. In addition, he pointed out I could get a loan and proceeded to set up a loan at my Credit Union which of course, I cancelled. The bank representative indicated that a merchant setting up a personal loan was very irregular and advised me to report this to authorities. In addition, **. **** installed the ***** water heater which has a few dents and received a $277.62 check on January 10th. When he left I checked the water heater (it was working) but the furnace was out. So, I needed to call another service to turn on the heat. And I stayed at a hotel to keep warm, etc. Please send me a breakdown as soon as possible. My accountant has also asked me for a copy. I am still waiting, waiting, waiting and I am very, very impatient. ******* *. ***** *** ** ***** **** *********** Va ***** Hello: Heat off- called Michael and Son Technician ****** ***** was sent Diagnostic $89.00 Batteries: ? I inquired about a leaking Hot Water Tank and drain He said drain was okay. Hot Water Tank needed replacement On this visit ****** ***** walked off with $960.00 cash 500.00 check Total $1,460.00 for batteries and diagnostic ?????? Please review this transaction and let me know if you find this accurate.

Desired Settlement: Refund of $960.00. The service was poor and I was overcharged. And they failed to sent me an itemized bill for service call, batteries, tank, pipe. I requested the itemized bill at least 4 times. I think they took advantage of me as a senior citizen. I would not like to see this irregular charging for services with no itemized bill done to other senior or any ********** citizen.

Business Response: Thank you for your letter regarding our customer. We have no reason to believe we did not provide the proper price and service to ** *****. She was explained the procedures along the way and she has denied to allow us to complete the process of her services. This include having her water heater inspection done. This is required by the county and is in the greater interest of the customer not our company.

She has spoken to our permit division and others in our office makes her statement and disconnect the call. The water heater price included what is necessary to pass inspection by changing valves and upgrading all that is required to make things safe in her home. Our technician also explained she would need a gas valve as well.
MIchael & Son service does not owe ** ***** for any services and we care about our services and our community especially seniors and those who are in need. This is represented during our daily service calls and the helping hand program which we include our regular service technician in every job we complete. 
 

5/26/2014 Advertising/Sales Issues
5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want a full refund of my hca plus my ceiling fixed. (I was charged a leak search but no leak was found) according to ******* they don't charge for t as a customer on there home service agreement they say you get priority service But I never did and had to wait 2 or 3 days (when I reminded them they make excuses) I was charged a leak search but no leak was found) according to ******* they don't charge for that!!! BUT unless t5he customer reminds them they will (irregular business practice NOT as described in there agreement polices. every time they come to a customers house there practices of finding things to charge customers more and more (nickel and diming over the home improvement commissions standards) are to say the least excessive. The incompetence of the work and craftsmanship is much to evident, which usually means business practices and ethics are not up to excellants as advertised.

Desired Settlement: full refund and hole in ceiling fixed

Business Response: Thank you for the follow up for *** **** ****** as of today our position has not changed. We regret to say but Michael & Son Service has no other reason to follow up regarding this concern. 

We feel we have done all we can to satisfy this customer and we have no further action we can offer.   

Consumer Response:

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: *******


Regards,

**** ******

dllr/mhip/hvac








Business Response:

Thank you for this concern regarding **. **** ******. We have no further options available to attempt to settle this matter. The work completed in his home was done properly and nothing was left undone. 
**. ****** understands this, and is really just trying at this point to get us to refund money to hire another company in hopes that they will find more concerns with his duct work.

This concern has taken new heights as he reported to all parties including the local license board, news stations and department of consumer affairs, and they all agreed with our response and closed the cases.

Michael & Son cares about all of our customers and we made every effort to do the same with **. ******. Plumbing work was done and the duct cleaning crew went back twice and cleaned the ducts. 

We have no further action that we can offer to satisfy this concern and we asked that we close the matter as satisfied.
 
*****            
****** ********
Office Manager
Michael & Son Services, Inc. 
5740 General Washington Drive
Alexandria VA 22312 
P- ###-###-####
F- ###-###-####   

4/20/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Michael and son technician looked at my heat pump and said I needed a reverser valve $700.00 and refrigerant $1000.00 ($1800.00 total) or I could get a new heat pump for $5686.00 to $11,383.00 dollars. **** ***** services fixed my heat pump with a new fan motor, that I believe Michael and son technician burnt up, a new capacitor and rewiring unit. **** ***** services technician said other technician did not know how to wire unit according to schematics on unit panel. **** ***** services technician said reverser valve was fine. Heat pump has been working good. thanks **** ***** services. Michael and son customer service refuses to refund $89.00 service fee for wrong diagnosis.

Desired Settlement: $89.00 for service fee + $90.00 for fan motor that was burnt up

Business Response:

Michael & son only gave an estimate for this customer. We are concerned with the letter written to the BBB so we decided to contact our friends and competition, **** ***** Service, to ask for their opinion on the unit. We were told that they came up with a similar diagnostic that Michael & Son found, and made the customer aware of it while inspecting the unit.
 
We did not install a fan motor or complete any repair for that matter, we again, only gave an estimate. We were told by **** ***** that they were also turned away with their pricing and did not complete any repairs or replacement, however we cannot verify this. In reality, our dispatch fee is for the trip charge and the diagnostic. This fee helps pay the cost of gas, insurance, as well as paying the technician for his time and expertise. This fee compared to **** *****, as well as many other HVAC companies is in general over $30 less. Lastly, we inform all of our customers of our dispatch and diagnostic fee before we send a technician to their home. This is a standard Michael & Son fee, and we have no intention of refunding the money, nor discussing any wrongdoing, because all we did was give our professional opinion. We ask that the BBB close this matter and mark it satisfied.
***** *******; Customer Relations Manager
 

****** ********
Office Manager
Michael & Son Services, Inc. 
5740 General Washington Drive
Alexandria VA 22312 
P- ###-###-####
F- ###-###-####   
************************
"If you can't, we can!" 

Consumer Response: [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: *******
I am rejecting this response because: In response to ***** *******'s story, first of all the diagnostic given by Michael and son was not similar. How is a ''100% absolutely no good reverser valve"" ( Michael and son) similar to incorrect wiring and bad capacitor (**** ***** Services). ***** stated the technician did not do any work, that he only gave an estimate. In a e-mail received from Michael and son that gave an invoice of what was done to the unit, the technician stated the wiring was incorrect and he rewired unit. He did not say anything about the fact that he wired something wrong and tripped the breaker causing sparks to fly everywhere. Maybe this is why I had to replace the fan motor? Michael and son left me with a diagnostic of a bad reverser valve (1800 dollar estimate) or new unit (5000 to 12000 estimate). **** ***** services came out, technician said the reverser valve was fine and that somebody needed to learn how to read a wire schematic. He REWIRED the unit, replaced the capacitor that operates the fan motor, nothing to do with the REVERSER VALVE, he said the fan motor appeared to be heating up while running. A new motor was installed and the unit has been running fine every since. During my conversation with ***** *******, I informed him that **** ***** services had fixed the unit, so ***** *******'s statement that to his Knowledge the unit has not been fixed is incorrect. I have a invoice from **** ***** services to show what was done. ***** compared the fix done by **** ***** to putting a band aid on something, not really fixing it. I guess ***** doesn't understand The REVERSER VALVE IS FINE!!! My complaint was that I feel the diagnostic giving by Michael and Son was totally wrong and a waste of my money. THE MICHAEL AND SON PROMISE: "" 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. Absolute resolution that satisfies your need. I feel that the diagnostic fee should be reimbursed to me. Vance ******* could not even give me the name of the person he contacted at **** ***** services. At one point in the phone CONVERSATION , I had to ask him if he could be quite long enough so I could finish speaking. It felt more like an argument.   
Regards,

******* *****








Business Response: **: ***** COMPLAINT

Michael & Son reviewed & researched our customers concern and feel we have done all we can do to help with this matter. Our customers can get a second opinion but this doesn't change our position on what we found at the time of service. Our goal is to offer the best possible options to serve our customers needs and we feel that option was offered.
 
 Michael & Son diagnostic fee is a non-refundable fee similar to most companies for arriving and viewing the concern with a possible outcome. We feel comfortable that our diagnostic fee should stand and are very sorry our customer feel  this way.

****** ********
Office Manager
Michael & Son Services, Inc. 

Consumer Response: [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: *******

I am rejecting this response because: Michael and son says their goal is to give the best option possible. When it comes to service or repair I am looking for the best diagnostic or answer possible , (in this case for my heat pump) . If I want an OPINION I will ask somebody in line at the grocery store or maybe I will write DEAR ****. How was the 1,800 - 12,000 dollar OPTION, provided by Michael and son, better than the 500 dollar repair done by **** ***** SERVICES? A repair that had nothing to do with the other OPTIONS. AS I said before Michael and sons should read their own guarantee . It does not exclude OPTIONS or diagnostic fees.
 
Regards,

******* *****








4/8/2014 Problems with Product/Service
4/6/2014 Problems with Product/Service
3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9 September this company serviced my AC unit because it was not shutting off on its own. A service rep changed the amenities on the unit. On 9 September this company serviced my AC unit because it was not shutting off on its own. A service rep changed the thermostat twice, left marks on the wall which I will have to re-paint, the service rep spent about 4 hours in and out of the house working in the unit. I have no knowledge of how to fix an AC so I let him work on the unit. The service rep said that he had to change the amenities in the unit; he changed several parts on it. He also tried to put free on in it, and I was standing next to him when this happened, and the valves went all the way down, he emptied the free on and then put more in there, he also charged me for the free on. The unit worked for a few days, but then it stopped working properly. I called again another rep came and said that the unit was broken that I need to replace it and it will cost from 5-12 thousand and they had financial plan, I refused and he said he could reimburse $300.00 from the original charges. I put a dispute on my credit card and got a refund because I felt they did not fix the problem, instead they broke the unit and wanted me to buy a new one from them. I called my realtor and she explained the home warranty will cover for the repair. I shut the unit off because the weather was pleasantly cold and I did not see the need to run the electricity. Recently it started getting really cold, and I tried to use the heater in the unit. Unfortunately the heater did not even start. I know for a fact that the unit was working before all this service men show up because I had the house inspected and the unit worked on both setting cold and heat. On 11 Nov Viking Mechanical Services came to assess the problem on behalf of the home warranty. The rep asked me if someone had worked on the unit recently, I confirmed that information. He then proceeded to explain that someone wired the whole electrical system wrong and the fuse was not working because of that. He also explained that if I try to run the heater it will not run, it can cause more damages even fire because someone had changed the wiring. The only company prior to Viking assessing the problem that worked on this unit was Michael and Son. The home warranty will not cover for the repair because it is a wire problem and not a wear and tear or other proble** covered by the warranty. Like I mentioned, the unit was working fine, it just needed to shut off on its own to avoid the unit running 24/7 costing me my whole body in electrical bills. Now I have no heating system in the home, I will have to pay another company to fix what Michel and Son did wrong and according to the Viking rep, it will be a hard repair to do because we are talking about live wires wrongfully tied, which can cause a fire. Now I do not know what to do. I have children living with me in the house and winter is here already. I trusted a company that see** to not provide quality service, it see** to me they are out to break syste** to make people buy their products, or they just don't care enough. If the system was not repairable from the get go, the first Michael and Son rep should've told me that the unit had no solution. And, I almost forgot, the first estimate was about $450.00 or so, it escalated to over $700.00 at the end of the work. I and no other option that to pay it with my credit card because he was "done" with the job. I did get a refund for the charges, however, the main concern is that it appears that in fact they broke the unit or un-wired and re-wired the unit and it no longer can function properly, to the point that another company will have to repair this mess, costing me more than I expected and can afford. I am seeking a positive solution to this matter. Someone will have to fix my unit and re-establish it to the normal capacity so I can heat up my home and keep my Family warm during the harsh cold weat

Desired Settlement: I need for this unit to be serviced in good faith and re-establish it to its normal operating condition so I can provide a warm and cozy ambiance to my Family during the cold winter. I was in a way obligated to turn off the unit after the failed repairs, an did did not vent earlier because the weather was cooperating, but now we are in serious business, winter will be harsh this year and I am not planning on suffering because of some negligent repair failure. Fix or replace, whatever the case m

Business Response:

Thank you for allowing us to respond to **. *****. We have spoken to the customer, made offers to assist her and she has agreed to work with us.
She explained that her warranty company will not fix the unit and we were able to discuss this concern and we will try to help.

Thank you,

***** ********

 

Consumer Response: [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: *******

I am rejecting this response because:

This is exactly what I was expecting from this company. I knew they were going to respond with me supposedly agreeing to work with them and paying them for a new unit. Well, that was never the case. They broke my unit, they must replace it at no cost to me. They should’ve never worked on the unit if all they were going to do was to bypass and tramp the unit as a quick fix. At that time I needed the AC, now that I need the heat in my house I am lost in the cold.  

My HMS denied my claim on the AC/Heating unit because they sent a technician to assess the malfunction of the AC/Heating unit. Upon assessment it was found that someone had tramped the system by re-wiring the unit to make it work on AC mode only.  I have been dealing with Michael and Son and tried to contact the company that did the assessment several times, (please refer to my complaints for further background or history information).  The assessor will not do the work because the HMS denied it so he has no obligation to me. Michael and Son broke the unit, thus they want to obligate me to disburse more money out of my pocket for something they failed to repair.  They claim they did a job at no cost when repairing my AC/Heating unit, however, who would pay someone to break something. The service was supposed to have the unit fixed not broken or re-wired. There was not need to re-wire the unit. This can cause a serious hazard, not to mention it already has, due to the cold temperatures inside my house and my Family being exposed to harsh weather conditions which ca culminate in sickness, and lately high electric bills because I have to use space heaters which are not that reliable to begin with.  This Michael and Son representative is very vibrant when he talks to customers and in a way he might be really good in planting some kind of fear into customers. However, I know that my AC/Heating unit was not on the conditions they left it.

They wanted me to remove my dispute and tell the BBB that they are a good business and that I am willing to work with them. Look up my second complaint on this company). They are not truthful. All they care about is the money they can make or are not making due to this complaint.   I agreed to have them come to my house once again on 9 Dec, but I had to respond to an office call and I was not available when Codd (his representative) showed up at my house. By the way they were going to charge me $89.00 to assess their failure.  I tried contacting this representative but I did got no response from him. He later called me and I explained to him that I had a last minute issue I had to take care of, and that I would like to re-schedule. The next day, I called and he asked me to re-schedule with the company HQs. I tried to re-schedule but I got no answer when I called.

I contacted my HMS once again and they sent a second opinion on 10 Dec. The second assessment had the same outcome. The wires are all messed up in the unit. And it is going to be either costly to repair if not better to install a new one. Which is probably what this company wanted to begin with. Sell me a new unit. But then again, they broke it, they should replace it at no cost. End of story.

 


Regards,

**** *****


Business Response:

Thank you for this response it is clear we can no longer deal with this concern. This letter has turned all our efforts into faults. 
We are no longer interested in fixing nor replacing this unit.
Michael and son is owed money for the freon that helped for a limited time and after a couple visit hoping to get a 17 year old unit to work deemed it unrepairable. She stopped her credit card and has not been challenged to retrieve $700 in work fees.
She has now been told by us and two other companies it is time to replace the unit. 
I would like to ask that this complaint be closed based on all efforts to assist exhausted.
 
Thanks *****

Consumer Response:

[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: *******

I am rejecting this response because:

Once again this company is full of lies. They tramped the unit to work on AC mode only and it didn't even work but for a day and a half. I had to seek other professionals to find out why the unit did not work after Michael and Son worked on it. Michael and Son, They simply broke it! Oh, and they also left my wall stained with black grease which I still have to re-paint. Dirty job all over! Do not Trust this Company Ever!

Advice to anyone seeking assistance from this company. DO NOT allow them. They will break your stuff, then try to bribe you (Google them, there are plenty of stories), and request you change your mind and withdraw any negative comments, or replace any negative comments with nice words and make them look heavenly professional. Well, enough is enough. No more playing with customers Michael & Son. And be awre they also say I cancelled my credit card, I wonder where did they obtain that information from? Another lie perhaps, they refunded the money because they knew they did me wrong.

This company failed to provide GOOD FAITH SERVICES. They were after a sale!



Regards,

**** *****








3/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 02/15/2013 Michael and sons - that we choose based on BBB rating by the way, came to replace our kitchen faucet. They brought **** Kitchet faucet that with istallation and everything and warranty cost us $1200 and advertized that as the best of the best piece with lifetime warranty and their service warranty of 1 year. Kitchen faucet failed in 4 months stopping to open water in the kitchen. Finally, on 11/25/2013 Michael and son plumber appered and replaced a washer saying that is the only problem. Faucet stop working in a week - the same thing. Now Michael and son saying they will bnot comne for repair and do not answering neither phone nor e-mails. Those guys are crooks and it is SHAME we choose the on BBB rating.

Desired Settlement: Replacement and price adjustment for their undicent job and low quality: Chin-made faucet stayd in the house for 12 years and did work: we replaced it ONLY because its paint became looks old. This "American-made Dream Faucet" is complete failure and Michael and son service unaccptable and faucet shall be replaced and money returned for failed service. MIchael and sons rating at BBB is UNFAIR.

Business Response:
BBB Response:  do not know the date of this  BBB letter,  however the faucet was replaced for this customer on 12/27 and the notes indicate that she was very happy... I will follow up with her with a phone call to confirm this and request a retraction from her as well.... ******* *******; Plumbing Manager


2/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a heat pump from Michael and Sons nearly three years ago. The product has never worked consistently since installation, despite many service calls and claims to repair. Michael and Sons is evading my complaints via the manufacturer. The primary issue is that the system cuts out and recycles, with the causes having been improper pressure on numerous occasions. The last service repair person explained that there was freezing around the intake which was not correct, but never found the cause and left without an explanation. The heat pump footing was also installed incorrectly, and despite attempts to repair, the footing is still not level and the system sounds warped/unbalanced during operation. Requests to for this repair was literally ignored by the service staff. I notice the HVAC business has been separated from recently on BBB but my complaint stems prior to this separation.

Desired Settlement: I believe this unit has been incorrectly installed and damage has occurred to the system due to improper operation over three years.

Business Response: Dear **. ******,

We have been in touch with **. *********. We went to his home today to work out the details of his complaint and check the heat pump. We may need the manufacturer to confirm replacement under warranty. However we will do everything we can to get **. ********* taken care of and satisfied.


Sincerely,

***** *******

Consumer Response: [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: *******

I am rejecting this response because:

 I want to keep this BBB case open with Michael and Son.  They responded to the initial case with an indication they were willing to swap the unit (they examined the unit and found issues).  However, after this indication, no further follow-up was provided.  When the temps were extremely low and the unit was not heating the house sufficiently, I had to follow-up with them again.  They have been evasive about providing any sort of path forward to resolution after several promises that they would provide a path forward.

I've contacted them fours times since the initial case and still have nothing but a text message saying they will provide something in writing.

Thanks,
*** **********

Business Response: We made an offer to correct the concerns that our customer is having.  The only thing holding us from concluding with this customer is his acceptance to have us return to review the  conditions and offer. We are hoping to meet with him by next week depending on his availability.

Consumer Response: [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: *******

I am rejecting this response because:

The unit purchased has failed.  The business has not indicated credit will be given as a condition of a sales consultant visiting my residence instead of service personnel.  They are seeking additional finances to rectify the situation instead of a commitment to providing a working product, the heat pump unit, for the thousands of dollars already spent.  I simply need a commitment that the dollars spent will be credited in full for any swapped unit.


Regards,

*** **********

Business Response:

***** *******
2:01 PM (59 minutes ago)
to***,*****,*****,********,me
 
 
 
 
***, 
 
I will have our invoices e-mailed to you today and if allowed we will have a senior technician and Install manager at your homeThursday morning to get the unit working as it should. We will show you how it works and what you need to do to keep it working.
 
There are some things you are already aware of that is your responsibility to help us get the unit working properly for a long term. This will be our final attempt to get this resolved and make things right,your full cooperation is required for this to go smoothly.
 
Your unit is 3 years of age and has  5 year labor and 10 years parts so anything under  warranty will be covered. All other work required will be priced accordingly and any help we can give you we will to make things work. 
 
Michael & Son will be fair with our pricing and has only good intention to get you in the best condition to make your home safe and warm.
 
Please confirm our appointment if this works for you ?  

1/28/2014 Problems with Product/Service | Complaint Details Unavailable
1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September, I signed a contract with ***** ****** of Michael and Son Services to lay down 380 sq ft of hardwood flooring and some minor handyman work (drywall repair and installing baseboards) for $6000. I was told the amount of work and time involved would not last longer than a day. We scheduled a contractor to install the floors on Wednesday October 2, 2013. On the morning of October 2, 2013, a handy man arrived at 10:30 am with the wood floors and the adhesive for laying the floors. When the handyman had arrived he did not have any tools with him claiming his tools had been stolen out of his truck the previous week. I contacted ***** ****** and explained that we needed to reschedule the service because the handyman did not have any tools. ***** put me in touch with the office at Michael and Son services to reschedule. We rescheduled for a different contractor to show up on Friday October 4, 2013. On Friday October 4, I was contacted at 10 am by Michael and Son informing me that the contractor had an emergency that came up. I felt that 10 am is a little late to inform me that the contractor will not be showing up but I digress that emergencies happen and things come up. Once again we needed to reschedule the service. We decided to reschedule the service for October 14, 2013, Columbus day. I stressed that I wanted the project completed on the holiday in order not to miss work. On Monday October 14, the contractor arrived around 10 am and got straight to work only working on the hardwood floors. By 5 o clock the handyman had completed roughly 1/3 of the entire floor. They would need to return the following day to finish the floors. I was ok since the contractor required a special saw to trim the metal front door of the condo. On Tuesday October 15, the contractor arrived with an extra person to help finish the floors. At the end of the day most of the floor was complete. However, the contractor forgot to bring the saw in order trim the front door. The contractors would need to return the third day to trim the door and install the last section of flooring around the door area. I was still owed the work to handle the drywall repair and install the baseboards, the contractor had told me that the drywall repair was scheduled to be done by a different handyman since he was not certified in drywall repair. Wednesday October 16: I spent the morning of October 16 waiting on the contractors to return and finish the job. At 12:17 pm the contractors had not arrived and I give ***** ****** a phone call to see if the contractors were on their way or if something had come up. ***** told me he wasn’t in the office and would make a phone call and let me know what’s going on in 10-15 minutes. At 12:51 pm, I had not heard from *****, I called ***** again and asked what he had found out. His response was “Sorry *****, I was with another client.” I told ***** that since it did not appear the contractors were going to show up that I had better things to do than sit in my place all day waiting. I left the property at 1 oclock. At 1:30 pm, I received a call from Michael and Son services saying that the technicians are at my place. I had already left my building and we rescheduled service for Friday October 18, 2013. On Friday October 18, both the floor contractor and the drywall repairman showed up in the morning and completed the project. The quality of the work is good but I signed a contract to have the job completed in a timely manner. The project was meant to be completed in a day but instead I spent 6 days: 1. October 2, the contractor showed up without any tools. 2. October 4, the contractor had an emergency and was unable to show up. 3. October 14, the floor contractors shows up and only completes 1/3 of the floor. 4. October 15, The floor contractors return forgot the saw to trim the front door so they need to return. 5. October 16, Neither contractor showed up. 6. October 18, The contractors return to finish the job.

Desired Settlement: On Friday October 18, 2013 I tried to call Michael and Son and was told I would be contacted by Monday October 21 to discuss my complaint. I would like $1000 refund.

Business Response:

******* *******

**** ****** * ******** *** **** ***

**** ******* ** *****

###-###-####

******************

 

 

 

In September, **. ******* signed a contract with the estimator, ***** ******, from Michael and Son Services. He wanted to schedule the work immediately. Unfortunately, the handyman department is always booked 3-4 weeks out. He did not want to wait that long, but did want to have Michael and Son to do the work. At this time we were booked up until November, but we were able to contact a subcontractor that we used many times before to squeeze him in 4 days after signing the proposal to satisfy the customer.

 

On the first day of the job, the technician could not start the work because the tools he needed to fix the loose sub floor under the carpet that we were to remove. The loose floor boards were not factored in the original proposal (adding 1 more day’s worth of work). If we did not re-secure the flooring, the new wood flooring that we were to install would not look right. That is why we rescheduled.

 

On the second visit, the contractor had an emergency and could not show up. The office staff did not get a call from the subcontractor until 9am and they tried calling other subcontractors to fill in, but could not find anyone. It was rescheduled for a third time.

 

October 14th we started the job as proposed, but not all construction jobs go as planned. Sometimes when you tear open an area, other issues may be there and need to addressed, such as the loose floor boards, which added more time. The repairs for the metal door were delayed because we did not want to leave the property unsecured overnight.

 

We had 2 separate crews come in to take care of the repairs / flooring in order to have the best possible finished job. The job was completed in good quality. The customer asked for a credit of $1000.00, but we could not do that since that would be the profit that we would receive. We did, however, send him a gift certificate for $100.00

 

 

Sincerely,

 

****** *******; Handyman Dept. Manager


Angela Martucci
Office Manager
Michael & Son Services, Inc. 
5740 General Washington Drive
Alexandria VA 22312 
P- ###-###-####
F- ###-###-####   
************************
"If you can't, we can!" 

Consumer Response:

[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: *******

I am rejecting this response because:

I am rejected Michael and Sons response.  There was no carpet that needed to be removed nor were there any loose floorboards.  The first technician that showed up had no tools.  I don't know where you are getting your story, but it is incorrect.

Also, I did not push the sales person to make sure Michael and sons completed the work.  Your salesman tried to keep me as a customer by making me promises that you failed to fulfill.  The project should not have taken as long as it did and ended up costing me 6 days when the project should have only taken 1.  I will continue to pursue a $1000 refund. 

Regards,

******* *******








Business Response: To Whom It May Concern:

We spoke with **. ****** today and apologized for our delays with the wood flooring replacement. We did fail to service this customer to the best of our ability and have acknowledged this and apologized.  We are currently working with **. ******, and hope to agree upon a solution that satisfies both parties involved. We hope to have a resolution by Friday 1/3/2014.


Sincerely,


***** *******; Customer Relations Manager

12/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April of 2013 - just a few months ago, my husband and I have a new HVAC system installed in our home by Michael and Sons - we chose them because we felt they were a reputable company and had good ratings etc. Last evening, November 12th my husband and I were in our home - a regular evening and our power went out. We recognized that this was isloated to our home. My husband went out and checked our panel box and it was smoking and had burned - the breaker that tripped was the one that controlled our new HVAC system - the breaker was not updated when the unit was installed as it was supposed to have been. Our panel box is very messed up - we called Michael and Sons as we had all of our paperwork and have a year's warranty - we got the run around with the folks on the phone - they were not cooperative but finally sent someone out to look at the issue and charged us $89 to come and the told us it was the panel boxs' fault and want to charge us almost another $2000 to have all of that replaced - they should be replacing this at no charge to us because this is an issue on them - we have no power no heat and really can't stay in our home until this is fixed - Its a continual circle and we aren't getting much done - this company was highly rated but this is customer service that no one deserves

Desired Settlement: I want the $89 refunded I want our panel box fixed and I want those guys to own up to what is going on - I want to get back into my home and know that all of the money we spent on the new unit was worth it and nothing is broken and I want it done ASAP

Business Response: Per *****:

I spoke to the customer and she and I agreed to settle her concern with a reasonable solution.
She will reply to the BBB to close this matter.
 
Thank you,

***** ********

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Carrier HVAC system in July that broke down Oct. 1. Michael& Son hasn't been able to repair it after three trips to my house. July 5 **. ****** ****, a Michael& Son (M&S) salesman, provided estimates for a new Carrier HVAC system. July 10 **. **** returned to write a purchase contract for a new Carrier HVAC for $4,590, that was financed by ***** ***** **** for $92 per month. Installation was scheduled for July 17. July 11 Secretary called to confirm appt. for July 17 for installation. I told her to call my cell phone number so I could call my daughter to let the technicians in. July 17 The technicians arrived at my house, and the secretary called my home phone instead of my cell phone number. Thus, the technicians were not able to get in, and therefore left the premises. Secretary called to reschedule installation for July 22. July 22 Technicians arrived. Daughter was called to let technicians inside. They installed a new Carrier HVAC. I arrived home during the latter part of the installation. Afterwards, I inquired about the Seer Rating because the label on the unit said 13.5. I called **. **** to check on the Seer Rating, and he said it was the same Seer as the one he wrote the estimate for 14.5. Aug. 6 **. *******, County Inspector, arrived to inspect the new system. It was not approved because one of the four port bolts that was to secure the unit was missing. **. ******* told me to call M&S to have them return to install the fourth port bolt. He said that although the unit was not approved, he would leave the "Approved "sticker, and stated that I should call him once the correction had been made by M&S. Aug. 7-16 Technicians returned and installed the missing port bolt. I informed **. *******. Oct. 1 I noticed that the air conditioner was not cooling my house. I kept the fan running, though. Oct. 5 I called to report the problem to M&S Oct. 7 Technician ***** arrived to inspect the system to see what was wrong. He worked for almost 5 hrs. He found a blown disconnect amps fuse. He said he had to order the part and would return on Wed. Oct. 7. Later that night, I discovered ***** left the light on in the room outside in the storage room where my unit system part is stored. He promised to pay me $50 for the electricity used. I haven't received anything for the bill. I received an itemized invoice for an estimated total close to $3200 for a compressor with a new terminal kit. Oct. 9 Technicians ***** and ***** arrived to install parts for the new system. They worked almost 6 hrs. Again, the unit was not repaired. In addition, ***** plugged his laptop inside my home for it to charge. He said my mother gave him permission. I told him he didn't have permission to plug anything into my walls without checking with me and that he should pay me for the electricity. He said he would give me $50. He didn't. Oct. 10-15 I called and told M&S Customer Service Managers, ***** and ***** that I was very unhappy with M&S service and products, and that I wanted them to come get the unit and void the contract. I decided that I didn't want them to return to try to fix it again. Oct. 15-16 I talked to the Customer Service Managers, ***** and *****, again. Although I was still unsatisfied with the response and service I was getting, I agreed to allow technicians to return to try and repair the system a third time. Oct. 16-17 One of the schedulers for M&S, called and scheduled my appt. for Friday, Oct. 18, 2:00-6:00 p.m. arrival window. Oct. 18 Technicians ***** and ***** arrived between 5:00-5:15 p.m. I asked ***** about reimbursement for the electricity used for the light being left on and the laptop plugged into my outlet. He said I would have to consult M&S about the reimbursement. I haven't received anything. ***** and ***** worked until 6:15- 6:30 p.m. and still couldn't repair the system the third time. ***** said that *****, one of the Custome

Desired Settlement: I would like for Michael and Son, Inc. to return to get the Carrier HVAC that they sold me and couldn't repair. I want a refund since the unit is inoperable. The unit has been broken for about a month now. I have continued paying ***** ***** **** money for the system even though it's broken. After three visits to repair it, Michael and Son couldn't not fix it and thus, my new HVAC sits in my yard broken, but being paid for.

Business Response:

Michael & Son takes all concerns very serious and this is no exception.
 
The issues that ** ******* is experiencing are all covered under warranty. After a fuse blew at her home we researched an decided to have the recently installed compressor removed and replaced it with a brand new replacement. We  tied all the units system in and tested it and then changed other parts as a precaution that may create a concern down the road. She has a TXV valve waiting to be installed.  
 
Some customer service errors did happen we were required to call her cell number and called the home and a person there allowed us to come into the home to work.
 
Our technician asked about using the outlet to charge his equipment and was given the ok by her mother. He did offer $50 back to her electric for leaving the light on over night and using her power outlet. This will be honored by our company. She was advised that we will also revisit the concern for time loss on usage and see what can be done to help.
 
 
Michael & Son Service  goal is to satisfy our customers and give them 100% completion at the end of the job. Our warranty service works very well and if allowed to complete this job I am sure she will be happy.
 
We are still waiting on her call back in which many messages were left on her cell phone.

Consumer Response:

[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: *******

I am rejecting this response because:

I would like for Michael and Sons to schedule a time they can come pick up their defective equipment from my house that has been broken since Oct. 1.  Today is Nov. 11.  After three tries to fix a "supposedly" new HVAC, I am not willing to accept any more replacement parts for a system that only worked for two months, warranty or no warranty.!  I will not accept a pieced-up/fixed up HVAC.  I paid $4950 for a new one-not a "pieced-up" HVAC!!  It's defective!  Please make me a happy customer by arranging a time you can come and retrieve your equipment, give ***** ***** their money back, and void my contract!  That will make me a satisfied customer by all means!!!  Please!!!!

Regards,

******** *******








Business Response:

MIchael & Son Service replaced all defective parts with new parts. We replaced the outdoor compressor under warranty as well there is no need to pull a unit that is in good working condition.
If the customer would like to schedule to have an arbitrator come in and review the conditions and have us present we will be more than happy to appear. 
Right now she is using a mediator in the BBB and Yelp to display her displeasure across to the public and this is not fair to us when we know she has a minor concern.
 
Michael & Son wants to do what is right to bring this matter to a close the only thing she need to do if she allow is to call us directly and allow us to handle this matter directly and get her completed for future use of heat and air services.
 
Thanks *****

Consumer Response:

[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: *******

I am rejecting this response because:

I don't plan to listen to any more lies or deals offered by ***** or anyone else with Michael and Sons.  You received your money, and I got stuck with a supposedly "new" system that stopped working after 2 months.  I still have to pay on the system, and it has been broken since Oct. 1.  *****, no more deals and no more lies.  You had your chance or should I say chances.  You convinced me three times that the system would be fixed if I allowed your technicians to return.  You didn't do what you promised after being given three opportunities.  Enough is enough.  I don't want or need an arbitrator.  Keep whatever additional parts you want to add to the system.  Technicians were sent out to repair my unit three times.  Not one of your technicians could fix the HVAC.  I even discovered another technician at my house last week without my permission near the HVAC system.  That's wrong.  Is that what this has come to with you guys?  I can't trust you all anymore.  Please stay off my property unless you have received my permission.  It's called trespassing.   I told the technician the same thing I'm telling you.  My request still stands.  Please come and retrieve your equipment, pay ***** ***** back their money, and void my contract so I can be a 100% satisfied customer of Michael and Sons.    I don't want a HVAC system that has been pieced together with replacement parts, warranted or not warranted.   I have a system that Michael and Sons couldn't repair and you have kept adding parts to it when it is supposed to be a new system.  Again, save all your replacement parts, valves, fuses, compressors, etc. for your next customer's HVAC.  Please come and take away the system you have pieced together with all the replacement parts that still don't work.  I paid for a system that was supposed to be new and last longer than two months.  Save your company's time and money for additional parts and labor.  Come and get your system!  I need a date and time you can pick it up.  Please grant me my wish so I can be done with Michael and Sons and this matter so I can become a 100% satisfied customer!!!!!!!
Thank you very much!!!!

Regards,

******** *******








Business Response:

Thank you for the reply to our letter. Our customer must understand the process of getting a  project like this to be deemed a non working unit that needs full replacement. These units are under warranty, as is all of the parts. Having new replacement parts does not make the unit any less new. They are the same parts, but newer. Michael & Son must follow the manufacturers procedures and steps. We must also accurately  access the equipment before we can even ask the manufacturer for replacement of parts, etc.  After several visits we have come to a conclusion and expressed this several times to **. *******, the next step in this process is to have the representative from Carrier come to her home and assess the situation. He will either deem the unit non working or confirm it as working and we will go with what ever they direct us as the next step. As a distributor for Carrier, we have to follow their procedures for all warranty issues.

As for cancelling the contract and asking the finance company to refund all of the money, that is something that we cannot do. The loan has been given to **. ******* with specific ter** and conditions, if she wanted to try to cancel her loan that is something that she would need to do herself, we cannot do that as we did not sign for the loan. The second problem is the equipment is now used equipment, and we cannot remove it and resell it as new equipment, therefore Michael & Son will loose money on the purchase of the equipment. If Carrier does deem the unit defective and non working and takes the unit back and gives Michael & Son a full refund, Michael & Son would be willing to cancel the contract, but if that happens, again **. ******* would have to try to get her money back from the finance company and cancel that contract on her own as well. If Carrier does not deem the unit defective and says that a part will fix any issues, than we simply cannot cancel a contract that is already completed and paid for and is now under warranty. If it comes down to Carrier stating that the unit is in good working order, and **. ******* still wants to cancel and return the unit, we will have to contact our lawyers to get more information on Virginia contract laws, etc.

We only want to make sure **. ******* has a new working HVAC system, and that she is happy. We hope that she will allow us to help her and ease her concerns.

The next step

- **. ******* gives us dates and times that work for her so that a Carrier representative can meet with her as well as a Michael & Son HVAC dept. representative to discuss the unit and the issues that it may be having.
Thank you,

***** *******
 
 


Consumer Response:

[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: *******

I am rejecting this response because:

It's totally ludicrous if you think I'm suppose to allow you to bring in a Carrier dealer in on this/your problem.  Michael and Sons sold me a product that broke down in two months, not Carrier.  Carrier didn't receive my money; Michael and Sons did.  My system has been broken since Sept. 30.  Today is Dec. 2.  My request still stands, please come and retrieve your defective HVAC system that you couldn't fix after three tries, give ***** ***** **** back their money, and void my contract.  Please do this so I will be a 100% satisfied customer.  It's sad that this problem has lingered for more than two months, and to think you received your money, but I didn't receive what I paid for.  Call to schedule a date to pick it up.  Thanks. 


Regards,

******** *******








11/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since 8/02/13, two of my credit cards have been charged nine times, for $1,890.00 by Michael & Son Services, Inc. accounting department (HVAC). On July 19, 2013 I signed a contract with Michael & Son Services, Inc. to replace my gas furnace and air conditioning unit. The installation date was supposed to be on Friday, August 2, 2013. However, no one showed up to do the work. So, I called Michael & Son to make an appointment for a new installation date and renegotiate the contract. Under the new contract that was signed on August 2, 2013, the down payment amount for a new gas furnace and air conditioning unit was $1,890.00. The remaining balance, that was due upon completion of the installation, was $3,420.00. The new gas furnace and air conditioning unit was partially installed on Wednesday, August 7, 2013, and the remainder of the work was completed on Saturday, August 17, 2013. I requested that Michael & Son put the down payment of $1,890.00 on one credit card, and the remaining balance of $3,420.00 on another credit card. On August 9, 2013, I filed a dispute against Michael & Son, with both credit card companies, for eight charges, in the amount of $1,890.00, made to two different credit cards, by Michael & Son, once on August 2, 2013; twice on August 5, 2013 (two different credit cards); twice on August 6, 2013 (same credit card), once on August 7, 2013 and again on August 8, 2013. The disputed charges were so many that the case was given to the Fraud Department. Their contact number is ###-###-#### and ###-###-####. The case numbers are **************, and **************. As of October 24, 2013, Michael & Son has re-billed me again for the amount of $1,890.00. Between all of the credits/charges from Michael & Son and my credit card companies over the disputed recurring charges, I don't know what/if any amount of the original down payment amount of $1,890.00 is due to Michael & Son. The HVAC accounting department at Michael & Son needs to determine if all of these fraudulent charges to my credit card are due to human error or a system error. They also need to determine how much money was received for the down payment amount of $1,890.00 on August 5, 2013 (Authorization Code: ******), and August 8, 2013 (Authorization Code: ******). Thank you in advance for your cooperation concerning this complaint.

Desired Settlement: As of October 24, 2013, Michael & Son has re-billed me again for the amount of $1,890.00. Between all of the credits/charges from Michael & Son and my credit card companies over the disputed recurring charges, I don't know what/if any amount of the original down payment amount of $1,890.00 is due to Michael & Son. The HVAC accounting department at Michael & Son needs to determine if all of these fraudulent charges to my credit card are due to human error or a system error. They also need to de

Business Response:

Better Business Bureau

1411 K Street NW #1000

Washington, D.C.

Re:  ********

 

To whom it may concern,

This letter is in response to the complaint filed by our customer, ******* ***** (job#********).  We would like to provide some information that may shed light on the matter.  The total amount of this job is $5,310.00.

 

8/2/2013 – We charged $1890.00 as a down payment.

8/6/2013 – We incorrectly charged an additional $1890.00

8/15/2013 – We charged the final payment due of $3420.00

9/4/2013 – BB&T charged back (returned) $1890.00 based on the double charge

9/25/2013 – We issued a refund upon discovering our mistake on 8/6/2013

 

The 8/2 & 8/6 charges were off-set by the 9/4 & 9/25 refunds, leaving the customer still owing $1890.   Ultimately, we had the bank reverse (after providing proof of refund from corporate on 9/25) the charge back.  I have attempted to reach the customer on several occasions to explain and apologize for the mistake which occurred on 8/6/2013 but she did not return any of my phone calls.

 

Please contact me directly if you have any questions or concerns.

 

Thank you,

 

 

 

**** *****

Credit / Collections Manager

Accounting Dept.

Michael and Son Services, Inc

5740 General Washington Drive

Alexandria, VA 22312

###-###-#### main

###-###-#### direct

###-###-#### cell

**************************** (e)

11/9/2013 Problems with Product/Service
10/6/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had work done to replace the main sewer pipe which is located in the front to my house but on the side to the right. My neighbor and I have a common lawn area where the digging took place. While digging down to remove the pipe, my neighbor's porch and steps were damaged. The guy from Michael and Son was digging down to get to the pipes. However, some pipes were removed, but all the pipes were not replaced. I was told from the guy who was digging from Michael & Son if he kept on digging, it would cause the collapse of the two porches. So, I asked if the pipe that remains would be okay and would it cause any problems later on. He told me no that pipe would not cause any problems. I said do not dig any more. Also, while digging, the lawn on my neighbor's side was disturbed. My neighbor had come on the front of his house by then and the digger told my neighbor that his property would be put back the way it was. The work was done and the dirt and grass was put back on the two lawns. After a heavy rain fall, it caused both of the lawns to sink. I brought some top soil and replaced the soil on my neighbor's side. I called Michael & Son to tell them about this issue with the grass. A few days later I noticed that the neighbor's steps were falling apart. I called Michael & Son and they came out to patch up the neighbor's steps. Recently, while walking to my door, I noticed that my neighbor's porch was unaligned. This issue came from the digging that was done to replace the pipes in the front of my house. I have been calling to speak to some one at Michael & Son about the damage to my neighbor's porch but no one has called me back on this issue. Plus, I was going back and forth with the manager and some one in their customer service department about the grass issue too. I have photos and emails on this issue.

Desired Settlement: My neighbors are innocent in this situation and should not have suffer for the damage done by this company. Any help in this matter is greatly appreciated. We all want to do what is right.

Business Response:

Michael & Son Services takes all concerns very seriously. After reviewing this file, we feel that we had satisfied the customer's issues with the yard after the sewer replacement . 
All efforts were made to get her yard back in shape after the sewer replacement. Michael & Son back filled the trench and laid seed and straw, which normally helps to begin the repair process to the lawn. We also  went back and added sod and to place natural grass patches in her yard at her request, this was after a major flood (rain storm) that hit in October or November 2012 that destroyed properties all over the ********* county areas.
 
We have been more than cooperative with this customer, and have fulfilled our contract. I truly do not believe that we are obligated any further except for possible sewer warranties that could arise. We are sorry that the customer's neighbors are constantly blaming the work completed for there porch issues. The neighbor's home appears to be on a slant unfortunately and may have some other concerns by the looks of the down spout pipe that drains right between the two homes. It may puddle near the step area and cause the ground to move over a period of time. We have attached two photos of a before satellite photo from google web and a recent photo of the completed job from 8/23/2013 from our manager who stopped by the home. As you can see the conditions are better than before and the yard is fuller. Other photos show that this customer side walk looks to have recently been replaced as well, which could also have something to do with the porch deterioration.

Our only suggestion, as we are not architects, and cannot assess the situation as the neighbor would like, is to have the neighbor call their insurance company to put in a claim. An investigation from their insurance would begin, and if their insurance company feels that Michael & Son or some other entity possibly caused the damage, they would then subrogate against our insurance, and a determination of fault would be found between the insurance companies. We feel that there is nothing more that we can do at this point, and we feel that we completed our contract and repaired the lawn.

 
 
Thanks you for allowing us to attend to this concern.
 
Sincerely,

***** *******; Customer Relations Manager
 
 

9/12/2013 Problems with Product/Service
9/6/2013 Guarantee/Warranty Issues
5/18/2013 Advertising/Sales Issues
4/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 8 February 2013 Michael & Son of *********** ** came to my condo to address a running toilet and hot water heater issue (low heat in the water). I had to be at work and so my mother was acting on my behalf. The below is a detailed description of my complaint—which pertains to he misrepresentation of services. $692.95—charged to replace the mixing valve. A $79.00 (retail) Honeywell Mixing Valve was installed on my hot water heater. When the Plumber/Sales Person quoted my mother the price, she initially said “no, that is too expensive—we could replace the water heater for that”—the Plumber/ Sales person said, “actually, it is a good price—to replace the water heater it would cost around $3500”. At that point my mother said “I guess we are lucky then. “ When I returned home, I was shocked to hear this---since to replace this particular water heater (including install) would be $750. My mother was lied to and mislead by the Michael and Son Plumber/Sales person. It took him 30 minutes to install the part and was not as “complex” a problem as he told her it was. $325.86 for a major rebuild of the toilet. The Plumber/Sales person told my mother a “Major Rebuild” was required and so the price seemed appropriate to her. Even though, again, a new toilet could be bought and installed for this price. The “Major Rebuild” included and was limited to the install of a $19.99 (Retail) Home Depot Fluid Master. Again, my mother told a “Major Rebuild” was needed, when in actuality all that was needed was a $19.99 part and 30 minutes to install it. $29.00 for the Dispatch Fee was also charged--which should have been waived when services rendered. Filing with the BBB is my last resort before using the judicial system and the first time I have done this. I attempted to resolve the issues several times with Michael & Son Customer Service “*****”. He was unreasonable, said several awful things, hung up on me with no returned call and was not at all interested in addressing my concerns. My mother trusted the expertise of the Plumber/Sales person and she was repeatedly given false information. The issues associated with the toilet and hot water heater were misrepresented and the services were misrepresented to meet the prices quoted. As a result the “contract” itself was based on misrepresented information and is void. I would appreciate the BBB looking into this and I would like a full refund minus the cost of parts and the one hour of labor (not to exceed $100) used for the install of the parts ($79.00 for the mixing valve and $19.99 for the Fluid Master). I think this is a compromise considering the situation and the amount of time I have spent attempting to resolve this issue. I should note as well that while the toilet is not running anymore, the hot water heater is not heating the water or my condo properly. Thank you for your assistance and I look forward to hearing from someone.

Desired Settlement: I would like a refund minus the cost of parts (not to exceed $100) and the cost of one hour of labor (not to exceed $100). The check can be mailed to my address on file. Thank you for your assistance.

Business Response:

Dear BBB & *** *****,

 

Michael & Son offers plumbing, electrical and HVAC services. Each job is different, and can include options for a small repair to installing new systems. Our prices are flat rated and are the same in every home we service. Although we are present the customer with price options, each job has different conditions that may create more time to complete the job, there for a water water heater can take anywhere from 30 minutes to 4 hours to install. If the job takes longer than expected we don't raise the price. 

 

We don't take advantage of anyone no matter the circumstance. We honor active military and senior citizen discounts. We offer every new customer 10% off. We care for the elderly the same as we do any other customer and we take great pride in treating all of our customers with the utmost respect and try our best to take care of their needs as proficiently and timely as we can.

 

When we arrived at the home to perform service we only spoke to the Mom and later after all was complete and at the days end, learned about the daughter. Yes according to the daughter her mom declined the service by saying she can get a new water heater for that price, this is a somewhat  normal response from most when they are shocked by the initial cost of something. But once our technician explained the cost of a new unit she understood that this is no ordinary unit. 

 

The Customer has a unit called "Apollo style or dual use unit" which not only supports the potable water but the water used to heat the home as well. The water heater water is tempered by what is called a "Mixing Valve".  Parts are available on line and in retail stores all at different cost and not one of them seems to be the same. We use the larger vendors who back their products with 5+ year warranties and make sure we avoid defective parts.. We have over 300 fully stocked trucks that are readily available with parts that are used in the average home. We avoid the run to the store and the late night agony of wait till tomorrow. So you are able to get your parts and able to move on with your daily activity without delay. Our prices are again flat rate, so therefore we  able to show the price and we are prepared to complete the repair immediately. From faucets to water heaters, all in the same day. How much does convenience cost? 

We do not feel that we mislead the customer in any way. We offered a price before the job was started and the job was excepted.

 

I spent several evenings contacting the customer at her available time often while riding home in the evenings. There is no cause for me to be rude or even go further to hang up a phone. We would like to resolve this concern with our customer and the available option is to offer the customer a store credit of $100.00.Michael & Son Services is not going to refund $847.81 as requested to resolve this concern. Michael & Son services is available to assist customer with their electrical, plumbing and hvac needs,  and this is the action that took place on this day.


***** ******** Customer Relations Manager

Consumer Response:

Complaint: 9451695

The response from Michael & Son appeared to be a form letter, or advertisement soliciting additional business--where only briefly my complaints were addressed.   I (the daughter) was the one who scheduled the appointment and my mother made quite clear who she was when the plumber arrived.   The phone calls mentioned by the company were made while ***** was on his way home.  This was unprofessional to say the least.  The connection was bad, at one point he said he would call me after he went to the gym--and on the occasion already noted I was "disconnected"--by a hang up.  He raised his voice during each call, spoke to me in a condescending tone, and was overall rude and unwilling to hear or resolve the issue.  

Although the contract was accepted it was accepted based on the misleading statements made by the plumber.   Dual Vent water heaters are more expensive--but not the quoted $3000 expensive.  Of course people would cringe when they hear $700 for an $80 mixing valve replacement.  It is criminal--and they have every right to balk at the price--and the only way Michael &  Son can charge those prices is by deliberately misleading the customer.   My mother was mislead--she entered the contract in good faith based on the expertise of the plumber--and Michael & Son (plumber) did not.  I understand plumbing services are high, and  I understand that times are difficult for businesses--but taking advantage of the trust and kindness of the elderly has put this at a new level. 

Like you, I would like to resolve this matter--and I will only consider it resolved when a real refund is given.  We were not given a senior citizen discount or a 10% discount for new customers--and the 100 dollar store credit--would not buy me a piece of PVC pipe from Michael & Son based on the prices.  Nor do I wish to have services completed by Michael & Son in the future--considering that my hot water is only good for one shower and that the thermostat must be placed on 90 degrees for the unit  to warm 
 
I am rejecting this response because: Because Michael & Son did not resolve the issue. 


Regards,

********








Business Response: We appreciate our customers response. All efforts to solve this concern were handled at the customers daughter's requested time schedule and that is the reason for all the late calls while I was driving, etc. I am very sorry for the late calls, but was trying to service the customer and come to a resolution when it was convenient for her.


What appears to be a form letter is truly how we do business and serve our customers, we were not trying to solicit further business, but explain what we do here at Michael & Son.   Most homes, as they age, will have concerns and need work at some point. For people that cannot take care of the repairs themselves, Michael & Son is here to offer our services with warranties. At no time do we discriminate nor judge the customers. When *** ****'s mother came to the door, she appeared to be of sound mind and told us that she was able to make the decision that day. At no time did she say she needed to think about it, or that she needed to consult with her daughter. We feel that we provided very fair business practices, and at no time mislead or took advantage of the customer. We only serve the customers who call and ask us to correct the matter at their homes.

If the customer for some reason has an issue or a concern that prevents them from making decisions, we would like to think they will be prepared to receive an estimate only and call us back once the decision can be made.


We would love to help our customer and we will gladly stand by the offer to give them a store credit and will increase it to $150.00. This credit can be used toward any of Michael and son services. We quoted this particular job out of our price book. It is a standard price and we cannot refund any of the money.


For BBB-Only -Other wise we will ask that the case is closed based on the agreement between the mother and us that was signed and  agreed upon. This letter came from a third party complaint.

3/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Generator purchased approxiamately a year ago. Generator stopped working a couple of months ago. Michael & Sons continuously promises to complete repairs, but never meets scheduled appointment times. Either they will call and say the part has not been delivered or they will re-shedule a repair time and don't show up. They will call and re-shedule for the following week, saying the delvery truck has not shown up and reshedule again and again. This cycle has been going on for weeks.

Desired Settlement: I would like a new generator at a discounted price.

Business Response: Thank you for your letter regarding our customer ****** *************. We had some concern with getting the parts due to back log and manufacturing.


We have communicated with the son of our customer who is the power of attorney and we agreed to cover the maintenance on their generator for the next two years for their inconvenience. This is valued at $700 if purchased. 

We are truly sorry for this concern and look forward to meeting our customer next week on March 13th to install the part.


Sincerely,

***** ******** Customer Relations Manager

3/24/2013 Problems with Product/Service
3/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This was a service issue involving my refrigerator. The tech, ***** *****, assessed the situation and said he would not know the extent of the problem as to why water was not flowing into the ice-maker and he would determine that by "process of elimination". The price COULD be as high as $500 if it was the worse case scenario. I agreed to that approximate cost so that he could begin working to resolve the issue. He immediately assessed that the plastic tubing that delivered the water had deteriorated and needed to be replaced. I agreed to his recommendation of copper tubing. That was all that was needed and he completed the repair in 10 minutes and pushed the refrigerator back in place. The bill came to $473 just for swapping out the tubes. When I questioned ***** on the value of the tubing, he guessed it COULD be as much as $80 and as for the rest, plumbers were expensive! I reluctantly paid with my credit card because I did not feel it was wise to press the issue with a technician. Shortly thereafter, I placed a call to Michael & Son and was transferred to "*******". ******* said I signed an agreement and therefore was bound to the price I was quoted. I told ******* that my understanding is that I agreed to an "estimate" of the worst case scenario, but it turned out to be a simple and basic repair. That would call for a reduction of the estimate.

Desired Settlement: I am a woman and a senior citizen. Those two facts are a common occurrence for overselling and price gouging. If the technician had stated to me in simple terms such as "there will be no change in this price even if it is the simplest repair requiring little time", that would have given me the option to agree to being gouged or telling the technician that this was unreasonable and I would not want him to perform the service. I cannot believe that anyone who fully understood their practice would agree to pay that amount of money for such a minor repair. I would like this bill to be reassessed by Michael & Son, Inc. and a refund issued accordingly.

Consumer Response:

***** ***** ***** *** ************** ***** ********** ***** *** **** ***** ** ******** ********* ********

To the Attention of ***** ******...

I would like to update you regarding Complaint #*******.  I received a response from ***** ******** of Michael & Son, as well as the owner of the company, *** *******, assuring me that a resolution would be reached.  ***** ******** has been very professional and we have worked out a very satisfactory agreement.

There is no need for any further action.  Please consider this complaint resolved and no negative action is necessary against the company.

Thank you for representing me.

Sincerely,
***** *****

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new HVAC system with Michael and Sons in December 2010/January 2011, and have had numerous problems with the system ever since. While the company has responded to my correspondence and attempted to correct the problems, a permanent solution has never been obtained, and the problems continue. I would like to ad that the HVAC system is located at **** ** **** ******* ***** ********** ** *****, and is a rental property from which I derive my living. The tenan ts have complained twice in the past 10 days of the heat going completely out. In the summer of 2012 the air conditioning went out. In December 2011, the heat went out. I believe the system to be defective, and I further believe the remedies Michael and Sons has pursued to permanently resolve the issue have simply been bandaids that do not solve the problem. Michael and Sons now makes the claim that my condominium management company is responsible for the current loss of heat, stating, "the warranty covers parts and labor with Michael and Son only. It does not cover unauthorized work as we can not verify the work done or weather it was done correctly. It will be difficult for us to warranty this unit going forward and would suggest that your Management Company should take full responsibility of any expense that may incur assuming they authorized the work from another contractor on your Heat Pump unit.". This leaves me in the position of accepting without question what I believe is a defective HVAC system, and therefore arguing with two corporations (Michael and Sons, and *** ********* ********** (the condo association). It also leaves me with the very real possibility that I purchased a defective product that cannot be repaired and that Michael and Sons will not replace, that I will have a battle with my condo management company concerning this situation, and I will suffer the loss of my tenants at the property, as well as becomming unable to continue to renting the unit, thus greatly interfering with my ability to keep up with the property, offer it as a legal rental to anyone, and suffering a substantial loss of income. I need help. Sincerely, ***** ** *****

Desired Settlement: I should not have to pay for repairs for a defective product, whose repairs thus far have been insufficient.

Consumer Response:

***** * ***** *** ************** ***** ******** ***** *** **** ***** ** ******** *** *** **** * *** ******* **** *** *** ** ***** ********** ** * ******* ************ ** ******* ** **** ********* *********

This issue has been resolved.  Thank you for your assistance in this matter.

Sincerely,

***** *****

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