ComplaintsforMichael & Son Services Inc

• 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

  07/12/2023

  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

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called the company to come out because my lights in the lower part of my home would go out and come back in multiple time day and night. The tech came out only checked my breaker box never checked plugs etc. he assured us 100% the breaker box was the issue. $5000 later my lights still go out constantly. I’ve reached out they sent the same tech back out. Now he says it’s the knob and tube wiring once again they want another $5200 from us. Knob and tube wiring was just replaced when I purchased this home 2 years ago so once I show him the paperwork on that he(the tech) says to be honest I don’t know what the problem is..we have to just go thru and try things to see. My home is not a play ground. I have four young kids who live here they can not keep playing around to find the issue. They didn’t want to meet us half way on the price of the work they did that didn’t need to be done. Now the issue still persists. My lights are out down stairs as I’m making this and will not come back on flipping the breaker does nothing even when we flip the main breaker. So I have no lights in the downstairs of my home. They threatened to put a lien on my home yet inspection didn’t pass because they labels the breaker box wrong and did something wrong while installing. I have camera footage of all conversations with the tech. Even him admitting I didn’t need a breaker box replacement. I paid them in full now I’m not getting the service I paid for and ******* ***** said my account was on do not service.

  Business response

  02/27/2023

  Hello, 

  Your account is paid in full and the do not service was removed. We have completed our assesment and are glad this concern has been resolved.

  Thank you

  Customer response

  02/28/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The issue has not been resolved. They have been paid in full. My lights still do the same thing as before. The light company has come out and confirmed its not on the light company side.
  
  Regards,
  
  ****************************************************
  

  Business response

  03/01/2023

  We will call you to schedule another visit. Thank you

  Business response

  03/16/2023

  This concern has been resolved with the customer. thank you

  Customer response

  03/19/2023

  [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 as Answered]
  
   Complaint: ********
  I am rejecting this response because:
  
  Regards,
  
  ****************************************************
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  THIS COMPANY HAS BEEN A PROBLEM FROM THE START, LEAVING ME WITHOUT HEAT FOR DAYS, DISCONNECTING MY UNIT, ETC. THEY HAVE NOW CHARGED ME ANOTHER ANNUAL FEE FOR SERVICE WHEN I HAVE MADE IT COMPLETELY CLEAR I WILL NOT USE THERE SERVICES ANY LONGER FOR THE LAST 3 MONTHS, I EVEN WENT INTO THERE OFFICE AND TOLD THEM I WILL NOT RENUE ANYTHNG WITH THEM AS I AM DISATISFIED WITH THERE SERVICES AND THE CONDUCT IN WHICH THERE SERVICE PERSONS TREATED ME ON SEVERAL OCCASIONS . I WANT A FULLREFUND OF THE ***** THEY TOOK OUT OF MY ACCOUNT

  Business response

  02/21/2023

  We are sorry for your concern. The refund has been processed it can take **** business days. 

  Customer response

  02/27/2023

  [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

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not certain of the specific location, but the company installed a new ac/heating system and new thermometer over the summer when my a/c stopped working. Twice now since the temperature has dipped to the teens, the thermostat and heating does not come on in the lower level. I called Michael & Son to resolve the first incident but the only appointment they could miraculously find was one that cost more money for them to come out. I went through my homeowners association and they sent someone out sooner. The systems had gone through an inspection by Michael & Son a week before the incident and the company that came out only located an issue with the way the filter was positioned. I don't have the technical terms to explain what he stated as what he saw as the issue. Today, my system is out again. I assure you Michael & Son did not say to me oh when the temp goes in the teens your system is not going to come on. Did they know this was an issue and just wanted to sell me the a high priced product?

  Business response

  02/15/2023

  Hello, 

  We are sorry for your concern. If you are experiencing any warranty issues please feel free to call us for service ************. I have notated that another company has potentially worked on our equipment and please understand that can void your warranty,

  Please call ************

  Thank you

  Customer response

  03/15/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I will now submit a formal complaint to the Federal  Trade Commission and other complaint bureaus and obtain a lawyer if necessary. You replaced my furnace with a system that doesn't operate when the temperatures did into the teens and your one comment back to me is this may void your warranty. I have never used social media, but everyone deserves to know how you responded to my concern. When I did reach out to you with my concern, you were prepared to charge me some extensive fee to come out and look. Where was your concern for the warranty then? 
  
  Regards,
  
  *******************************

  Business response

  03/27/2023

  We are sorry for your concern. We will reach out today to send a tech to take a look. Having another contractor work on our system is a void of your labor warranty. Thank you

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted by senior management or the owner or CEO. I do not wish to speak to anyone in Customer Service. 

  Customer response

  02/02/2023

  The Michael and Sons Technician attempt to defraud me by at least $700. He attempted to charge a troubleshooting fee of $267 while on a warranty/ follow up call. He then tried to charge me over $500 to replace one outlet and one switch. He then said, look it is Friday, and I just want to get home. He then began dealing / negotiating on a price. In hindsight, he never made a definitive diagnosis of the original fault. He also made derogatory comments about the previous Michael and Sons technician. He even tried to buy the car in my garage in exchange for electrical services. My requests remain the same - a call from senior management and a senior technician to inspect and verify the work done to date by Michael and Sons. 

  Business response

  02/08/2023

  We are sorry for your concern. The initial visit and the second visit are not related and that is why we charged you for the second visit. I see from the paid invoice and your signature that you agreed. 

  Customer response

  02/12/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Unresolved issues:

  1. The technician attempted to charge a service call fee ($267.) on a warranty call.

  2. The technician offered to trade electrical services in exchange for a car.

  3. The technician said he was there to fix the mess left by the previous technician.

  4. The technician never determined the exact fault - instead, said its Friday and I just want to get home. He then

  began a bargaining process - which started at over $500. to replace an outlet. 
  5. If I would have simply agreed to the charges I would be out almost $1000. for one outlet.

  6. The response provided doesn't address any of the attempted fraudulent charges.

  Regards,
  
  *************************

  Business response

  02/13/2023

  Hello, 

  I am sorry I do not see any of that verbiage on your signed invoice. 

  Thank you

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