ComplaintsforMichael & Son Services Inc

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchase - 3/17/2023 Total Amount Paid - $12,472.00 On March 30th, I was contacted by ***************************** advising that I needed to schedule a city inspection. The city inspector came out and stated that there were a few things that were done incorrectly and that they didn't even indicate on the permit that the duct work was completed. The inspector advised that we had 6 months to have the inspection passed. He didn't provide us any documentation, but stated he would provide it to Michael & Sons and they would reach out to us. Michael & Sons never reached back out to us so on April14th I sent an email inquiring about the status of our inspection results. On April 24th ******** responded that the only item left to close out the permit is for a duct blast report to be sent, but that they didn't have any certified technicians do conduct the report. She then stated that everything is good to go on your end. On August 3rd, we still never heard back from Michael & Sons so I followed up on an ETA status for the report. ******** responded again stating they still don't have a certified technician to conduct the duct blast report. This situation has left me frustrated and I feel that they never put the ductwork on the permit as they knew that the permit wouldn't of been passed. I also am not sure how they conducted work that they knew at the end couldn't be fully verified and I am unsure if the ducts are sealed since this test has yet to be completed. I know that this report is needed and important as it wouldn't have been included in the permit to be passed if it was as ******** stated "Everything is good on your end". I have requested that a Manager contact me to discuss this situation which they have yet to respond or to contact me which is why I am filing this complaint.

  Business response

  08/29/2023

  Hello, 

  We are sorry for your concern. The inspection is scheduled for the 22nd, Thank you

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water mitigation services were completed as part of an insurance claim with ****. Michael and Sons lost all before and after photos to submit to **** for payment. All **** is requesting from Michael and Sons are photographs. Michael and Sons is charging me the total cost of the service ($3000+) because they lost all photographs. They have not responded to phone calls and emails from my claims adjuster. They will not produce photographs and are choosing to bill me instead.

  Business response

  08/21/2023

  We are very sorry for your concern. We will attempt recovery of the photos and also your adjuster can reach out to me directly so I can help take care of his/her needs. ********************************************** thank you

  Business response

  08/21/2023

  We are very sorry for your concern. We will attempt recovery of the photos and also your adjuster can reach out to me directly so I can help take care of his/her needs. ********************************************** thank you

  Business response

  08/24/2023

  ---------- Forwarded message ---------
  From: ************************* <**********************************************************>
  Date: Mon, Aug 21, 2023 at 12:57 PM
  Subject: Fwd: BBB complaint
  To: Dispute Resolution Team <[email protected]>
  

  
  

  ********
  

  
  

  This is closed. We have completed this issue. Please see email chain. 

  
  

  ---------- Forwarded message ---------
  From: ******************* <*******************************************>
  Date: Mon, Aug 21, 2023 at 12:51 PM
  Subject: Re: BBB complaint
  To: ************************* <*******.*****@michaelandson.com>
  Cc: ***************** <***********************************************>, ************************* <josh.********@michaelandson.com>, *********************** <*****.******@michaelandson.com>
  

  
  

  We're resolved.  Payment is received.

  
  

  Her dispute is false.  Is there a way to push back on the dispute?

  
  

  On Mon, Aug 21, 2023 at 12:49 PM ************************* <*******.*****@michaelandson.com> wrote:
  

  When will this be officially handled and done, I just need to get our BBB rating up asap. It is not doing good right now!

  
  

  On Mon, Aug 21, 2023 at 12:47 PM ******************* <*******************************************> wrote:
  

  Here is the info.

  
  

  I did receive the check.

  
  

  She is not being accurate in her email to BBB.

  
  

  As of 8/1/23 her insurance had still not communicated with us.

  
  

  I had to manually send info based on her response to me.

  
  

  On Mon, Aug 21, 2023 at 9:27 AM ******************* <*******************************************> wrote:
  

  I've been involved with this.  She is a very rude and aggressive lady.

  
  

  I personally reached out to her insurance.

  
  

  I can handle this.

  
  

  @***************** - can you please attach photos to me and ill reach out to a **** supervisor directly.
  

  
  

  On Mon, Aug 21, 2023 at 8:31 AM ***************** <***********************************************> wrote:
  

  Yes we have the photos. Someone else billed this one out. But the file was too big to send out with the photos. So there is and xactimate with just photos that should have been attached 

  
  

  On Mon, Aug 21, 2023 at 8:25 AM ************************* <****.********@michaelandson.com> wrote:
  

  Do we have the photos? I dont understand. 
  
  

  Sent from my ******

  
  

  On Aug 21, 2023, at 8:06 AM, ***************** <***********************************************> wrote:
  Ill get with **** and get it handled 

  
  

  On Mon, Aug 21, 2023 at 8:04 AM ************************* <*******.*****@michaelandson.com> wrote:
  

  Can you guys reach out? I need to get this off of the BBB dashboard. 

  
  

  On Mon, Aug 21, 2023 at 8:02 AM ***************** <***********************************************> wrote:
  

  I know **** has spoken to this member. But I don't have any emails or phone calls from **** about this member. I also don't have any emails or phone calls from the members.

  
  

  On Mon, Aug 21, 2023 at 7:56 AM ************************* <*******.*****@michaelandson.com> wrote:
  

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

  Address:

  ***** ************************, ** *****

  Daytime Phone:

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

  Evening Phone:

  None Provided

  Fax:

  None Provided

  Email:

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

  Business Information

  Business Name:

  Michael & Son Services Inc

  Address:

  **********, ** *****

  Phone:

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

  Complaint Details

  Water mitigation services were completed as part of an insurance claim with ****. Michael and Sons lost all before and after photos to submit to **** for payment. All **** is requesting from Michael and Sons are photographs. Michael and Sons is charging me the total cost of the service ($3000+) because they lost all photographs. They have not responded to phone calls and emails from my claims adjuster. They will not produce photographs and are choosing to bill me instead.

  --
  

  
  

  Thanks,
  

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

  Customer Relations/Unlimited Operations 

  Michael & Son Services, Inc.

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

  ********** ** ***** 

  Office Main Line - ************ 

  Direct Office Number - ************

  Fax Number - ************
  

  *******.*****@michaelandson.com
  

  www.michaelandson.com

  "If you can't, we can!"

  -

  Kind Regards, 

   ***' *****

  Restoration Regional Estimator

  Michael and Son Water/Mold

  ****@michaelandson.com

  Direct Phone Number **************

  
  

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed a new AC system in May 2023. Broke on Jul 15, First appt was on Jul 17 Technican *************************** came about 9:30 said the system is doing what the old system was doing. Need to talk to supervisor. Second appt Jul 24 Technican *************** came out about 5:00 pm said the fan speed need to be adjusted. Ac Broke four after he left. Third appt Techincan *************************** came about 2:00pm said the system was not installed properly. he will talk to his supervisor and he will call us. My wife Call Jul 23, Jul 24, Jul 25 The representive said that the supervisor will call us. No Call No AC still. Jul 27 I call the representive and she said the same thing supervisor will call. My wife call Jul 28 the representive said that a part is need and they have to order it. This is the first time we heard that it needed a part. We spent $12,279.00 for this system. This is two month old.

  Business response

  08/21/2023

  I hope this message finds you well. We deeply regret the inconveniences you have faced following the installation of your new AC system in May 2023. Your satisfaction is of paramount importance to us, and we are truly sorry for the frustration and discomfort you have endured due to the subsequent malfunctions and service issues.
  Please accept our sincerest apologies for the breakdown of communication and service that you have experienced throughout this ordeal. We understand the gravity of the situation and are committed to rectifying it promptly. Your feedback is invaluable in helping us identify areas for improvement within our service process.
  We have reviewed the details of your interactions with our technicians and representatives, and we acknowledge the lack of timely communication and clarity regarding the status of your AC system repair. This is not the level of service we aim to provide, and we are taking immediate steps to address the concerns you have raised.
  As of now, we are expediting the process to ensure that the required replacement part is ordered without delay. Our technical team is also working diligently to finalize the necessary repairs to your AC system as soon as possible. We understand the urgency, particularly given the current weather conditions, and we are committed to restoring your system's functionality swiftly and effectively.
  Additionally, we are conducting a thorough review of our communication procedures to ensure that instances like these do not recur in the future. We apologize for the inconsistent information you received from our representatives and assure you that we will be reinforcing our training and internal processes to prevent any further misunderstandings.
  We are grateful for your patience and understanding as we work to resolve this matter. Our representative will be in touch with you shortly to provide you with a detailed update on the progress of the repair, including a clear timeline for completion.
  Once again, we sincerely apologize for any inconvenience you have experienced. We value your business and are fully committed to regaining your trust and satisfaction.
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at [customer service phone number] or [customer service email address].
  Thank you for your understanding and patience as we work to resolve this issue.
  Warm regards,

  Customer response

  08/25/2023

  [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,
  
  *******************************
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested service to replace cast iron septic clean out and move washing machine drain to be compliant with residential building code. Technician was unfamiliar with what the job would entail and instead of sending pictures or contacting office for further advice and instructions, provided quote of over $1000 and wanted to start the project immediately. Upon further conversation with the technician, it became clear that any work which would have been performed would have not been to expectation or compliant with residential code and would need to be remediated at additional cost. Without hesitation, the technician was told not to begin project and service call was paid. Called Michael and Sons to request manager call to discuss my concerns without response. Requesting refund of service call charge of $69 or re-evaluate necessary repairs by qualified personnel within Michael and Sons. Amended quote with detailed information on how and what is going to be repaired to bring project to be code compliant.

  Business response

  08/01/2023

  We are sorry for your concern. Please send us the code compliance so we can follow it. As of now we have provided a quote and when you are ready to move forward please feel free to contact us ************ thank you

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They quoted us that it would take 1 day to complete drying. They then said that they would come the next day to check if it was complete. Through the business's discretion, and failure to keep appointments, they took 4 days to come back and check. They then billed us for 4 days of rental of equipment. They also charged for more pieces of equipment than they set up. I am explaining the situation to them and they do not respond. Now, they are deciding whether or not to file suit.

  Business response

  08/01/2023

  We are very sorry for your concern. We are looking into your concerns and we will verify the information you have provided. We will reach out to settle this concern today. 

  Business response

  08/04/2023

  We are sorry for your concern. Your account is currently in collections and will be going into legal. we cannot comment any further, You are welcome to communicate with your adjuster and or our collections team. 

  
  thank you

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Michael & Sons came to our home twice recently to “fix” an air conditioner issue but created a leak throughout kitchen ceiling. When it came time to remediate, they stopped returning our calls! Finally, they left a loud fan in our kitchen for a week straight. No one came and checked on it and no one would come remove it. Basically once there was a problem they started ignoring us. Now we have no usable kitchen dining because we have no ceiling. Michael & Sons has left us in a horrible position at a time when we have two newborns. We expect them to help us get the kitchen ceiling fixed. They have been not responsive and it’s been an awful experience but would just like to be able to use our kitchen. Can you help?

  Business response

  07/18/2023

  Hello, 

  Even though this leak had nothing to do with our work which we have documented in every single visit. We are happy to help with the drywall. Please email *********************@michaelandson.com   thanks

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a a/c and hvac unit installed years ago by Michael and Sons at which time they upsold me on a hard wired, wifi enable, smart thermostat. Fast forward to when I contacted them the first week of May to inform them that I had a third party hvac technician come out, who spoke with the manufacturer of units, and confirmed there was a recall on the thermostat and both heat and a/c would need to be turned off. I contacted Michael and Sons and they sent their tech out. He again contacted carrier and confirmed a recall on the thermostat. He offered to install a basic one for $200 but I told him the rep that set the appointment told me I was still under warranty. He then said he would order the part and follow back up with me. When I contacted Michael and sons today. I was told there was no recall on the thermostat and it would not be covered. That is 100% not true because I was with both the previous technicians when they spoke with carrier on speaker phone. Not to mention, I've been having trouble with the thermostat since the second week they installed it...so much so that the sales rep gave me his personal cell to assist me through it.

  Business response

  06/12/2023

  Hello, 

  We are sorry for your concern. We installed a thermostat under warranty for you. If you need anything else please feel free to call us. ************ Thank you

  Business response

  06/15/2023

  This complaint is resolved not sure what other information you need and why? The customers issue was handled under warranty

  Customer response

  06/19/2023

  [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,
  
  *********************
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company takes advantage of minorities, women, and the elderly by constantly trying to upsell services to them they don’t need. ***** ****** sold me an ** Trap Water Safety system on 4-7-2023 when I didn’t need one. He also took the batteries out of my thermostat and didn’t replace them. Since that time, I’ve had constant problems with my AC. It keeps shutting off and won’t go below 73 degrees. The ** Trap keeps sitting on the AC switch and turning it off. Since ***** installed the device that I didn’t need, I have had to call them back here several times to fix it. The problem is now occurring again. I’ve used them for years and I’m tired of their technicians trying to sell me stuff that I don’t need for profit. Now, my house is hot and unbearable. If anyone reads this, please AVOID this company!

  Business response

  05/12/2023

  We are sorry for your concern, If you have a warranty issue please do not hesitate to call us for immediate service ************ thank you

  We will reach out also to schedule service. thank you 

  Business response

  05/16/2023

  We are deeply sorry to hear about your dissatisfaction and the issues you have experienced with our company. We take customer feedback seriously and strive to provide the best possible service to all of our clients. We would like to address your concerns and provide some insights from our perspective.
  Firstly, we want to clarify that our company's core values revolve around treating all customers with fairness, respect, and integrity, regardless of their background or demographic. We have policies in place that strictly prohibit any form of discrimination or unethical practices.
  Regarding the specific incident involving ***********************, we sincerely apologize for any inconvenience caused. Our company emphasizes thorough training and professionalism among our technicians. We will conduct a thorough internal investigation into this matter to understand what might have transpired during your interaction with ***** and take appropriate corrective action.
  In terms of the ** Trap Water Safety system, we apologize if it was offered to you when it wasn't necessary. Our intention is to provide our customers with valuable solutions that enhance their comfort and safety. However, we acknowledge that upselling products or services that are not required is not in line with our principles.
  As for the issues with your AC and the repeated service visits, we understand how frustrating this must be for you. We assure you that we prioritize resolving any problems promptly and effectively. Our team will be reaching out to you to schedule a visit from one of our experienced technicians to identify the root cause of the recurring AC issues and find a lasting solution.
  Your feedback is invaluable to us as it helps us improve our services and identify areas where we can enhance customer satisfaction. We deeply regret that your experience did not meet your expectations, and we will take immediate steps to address the concerns you have raised.
  Once again, we apologize for any inconvenience caused, and we genuinely appreciate your continued support and loyalty over the years. We are committed to restoring your trust in our company and ensuring that your future experiences are positive.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After looking at the website, I called to get their $69 advertised HVAC tune-up and inspection service. When I called I was told I could only get one: heating OR cooling. I pushed back and then was told the cost would be $69 per zone. When I pointed out that is not what is advertised on their website, I was told "that is old, it's from March." The attached pic is what is currently on their website which clearly references  HVAC service AND the price for all (*******************************************************************************). This is deceptive, bait and switch and they should be reported!! How many clients have just given in and paid? This is wrong!

  Customer response

  05/09/2023

  Thanks, I sent the documentation to the email

  Business response

  05/22/2023

  We are sorry for your concern. I can have our marketing team look at attempting to be clearer on the verbiage. The $59 dollars covers only one inspection at a time (heating side or cooling side) We are in the cooling inspection season and are not running heating inspections at this time. When you are ready to get a heating inspection please message me directly for a discount *************************@michaelandson.com thank you 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Michael & Sons was hired to perform mold abatement, restoration and redesign of my kitchen from a burst pipe on August 16, 2022. as of today (3/33/23) my kitchen still isn't complete. the following have been experienced: 1. threatened law suite due to Michael & sons not sticking to their agreement to obtain funding for restoration from my insurance company 2. significant delays in work causing more damage to kitchen cabinets not originally damaged (excessive fans, dehumidifiers in kitchen area for nearly 2 months straight) -damage to new quarts countertops (kitchen was fully gutted and remodeled in March, 2022) - other cabinet doors were warped - floors stained/discolored 3. purposely measuring and ordering the wrong cabinet sizes 4. not cleaning up after themselves causing excessive dust resulting in 3 back to back asthma attacks 5. illegal withdrawal of final payment from my checking account when work WAS NOT complete 6. claims after the fact that cabinets cannot be matched. 7. manager who i was working with to resolve the issues quit and company has not reached out to resolve the issue yet. 8. verbal insults and poor customer service by staff including management 9. run-around when trying to call the company to speak with management to file complaints or to get updates. 10. workers using my bathroom and urinating all over the toilet and flooring of a newly remodeled bathroom 11. lost in funds by not being able to utilize my kitchen for several months when i was promised the kitchen would be done before Thanksgiving. I would like to see the following: 1. finish the work 2. partial refund for the extreme latency, expenses, sickness, unprofessionalism and hazard conditions experienced 3. contact from the business to formally apologize and not Tamer Ali. i request to speak with a senior manager from corporate. Mr. Ali was very unprofessional, disrespectful and dismissive.

  Business response

  04/03/2023

  Good morning

  
  We are sorry for your concern. We will have our team reach out today to address your concerns. If you need any further assistance please call us ************ and or email us @ [email protected] thank you

  Business response

  04/10/2023

  We are sorry for your concern. We have sent our project manager to your home to resolve your concern. We have abided by the original contract. Any customer service issues we are sorry about and we will train the personnel involved. 

   

  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩