Complaints

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a packaged unit on November 3, 2023. Since having this unit installed, they had to come out 3 times within the month, to correct an issue. My last straw was was Sunday 11/19, I wake to a cold house again, with an error message saying there was another issue with my system. I called and they scheduled someone to come out , a couple of hour later, I get a call stating they needed my credit card, I’m asking why, and they say since it’s the weekend. I would have to pay a fee of 169.00. I proceeded to tell them I shouldn’t have to provide a credit card due to your equipment. I was so frustrated, I gave her my cc number, and I asked what if I didn’t have a credit card, she then said I would have to wait til tomorrow, for someone to come out., not even understanding that would mean another night without heat! I’m so disappointed in this company, after going into debt to get a system that doesn’t work!

  Business response

  11/20/2023

  Hello, 

  We are sorry for your concern. The system was in working order when we arrived. We did not charge you the $169.00 emergency fee. If you should have any other warranty issues please do not hesitate to contract us ************ thank yhou

  Customer response

  11/25/2023

  [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 unit wasn't working when the Tech , left, his name was *****, the system connection was faulty and they had to replace the electrical pad. I did get this matter resolved at the present time, thanks to ******************** and his staff that came over and repaired my unit. Thanks
  
  Regards,
  
  *************************
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 24th plumbing technician snaked drain line in basement bathroom, stating that clog which resulted in water overflowing from toilet had been removed and that water could now be used in the home. Technician offered free scoping of pipe to determine if any additional service may be needed in the future. On October 25th second technician performed scoping service and recommended that pipe be replaced in the future but noted no immediate or significant reason for repair. Homeowners then left on Oct 27th for two weeks. On November 9th homeowners returned home and began using water. On November 12th water began intruding from same bathroom drain. Michaels and Sons was contacted on November 13th and stated that work was covered under warranty and sent same plumbing technician who originally scoped the line on October 24th. When technician arrived at the home he stated that the free scope service completed on October 25th negated the warranty on the service provided and that a new service fee and cost of repair would have to be collected. Homeowners called business and spoke to owner who now states pipe under home is broken and will require complete replacement. Technician who originally scoped line never disclosed a broken pipe and no evidence has been given to homeowners showing pipe is broken from photos taken during the scope. Business never disclosed to homeowners that scoping of pipe would negate warranty for services provided to snake drain.

  Business response

  11/20/2023

  We are very sorry for your concern. When we snake a drain, there is never a warranty..............Not an hour after the service even. If we camera the line you get 30 days warranty..............If the camera tech finds issues he can terminate that warranty. Our cameras are not designed to take pictures. If you would like us to send another tech with a camera to verify our findings we will be happy to help. I have attached a invoice explaining your line and its current condition. 

  Thank you

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Michael and Sons removed our Master Bathroom vanity and part of the floor and cut a big hole in the ceiling of our kitchen to mitigate damage from a leaking pipe. As they removed the vanity, they broke two pipes coming from the sinks. They left them open, making our infant and half our family sick with common signs of toxic sewage gas leakage. We contacted them on 24 October 2023 to come back and fix the problem. We never received a reply. Then they emailed us on 2 November 2023 saying that our bill wasn't paid by our insurance. We replied the same day requesting the necessary information they need to provide to our insurance company before the bill is paid. We also reiterated our complaints from 24 October. Today is 6 November 2023, and we have not had any replies from Michael and Sons for the initial complaint or for the necessary documents needed for our insurance.

  Business response

  11/17/2023

  We are very sorry for your concern. Our insurance/restoration rep will reach out to your insurance today to get more information on closing out this claim. 

  Business response

  11/20/2023

  Hello, 

  We are sorry for your concern. We did send a plumber to address the pipe concern and

  We billed the insurance on 11/8/23 **** billed all documents requested.

  Business response

  11/20/2023

  Hello, 

  We are sorry for your concern. The damaged pipes were repaired. If you would like an air scrubber in the home we can help with that also. The open bill was billed to your insurance. Is there anything else we can help with?

  Business response

  11/20/2023

  Hello, 
  We are sorry for your concern. The damaged pipes were repaired. If you would like an air scrubber in the home we can help with that also. The open bill was billed to your insurance. Is there anything else we can help with?

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 15 2023 Michael and Son came over to see why there was no electricity on the 2nd floor. The Tech arrived and talked to my roommate **** and after 29 minutes started to leave. I asked him what is wrong with the electric on the 2nd floor why it was off. He concluded that he can not touch anything because he will be responsible, the initial fee was a much lower price, He touched nothing and charged me 3 times as much.

  Business response

  11/13/2023

  Hello, 

  We are sorry for your concern, We found many issues in the home. We were very descriptive in our assessment of your electrical system and the work a non electrician has been doing on your system. We also advised that we would not work on restoring the issue due to the fact that anything that was damaged form the non electrician working on the circuits or preexisting issues would be on our tech had he worked on the system in that condition. The attached invoice is very clear and is signed by you. 

  I was called out because the customer stated there no power in the second floor

  When I got to the house, i met a man who explained that he's the one in charge, so he explained to me that the breaker
  tripping after few minutes
  Then I told him well do troubleshooting to figure out what is going on with it then he signed up for it, BUT THE WIRES ARE
  VERY OLD AND SOME PART THEIR INSULATION IS COMPLETELY PILLED AND THEY ARE ALL ALUMINUM WIRE
  After I opened the panel and then checked the breaker and the wire, its shows the power being drowning from 15amps
  breaker is 35amps, then I called the man to show me everything they have on the socket, a lot were on it.
  So I asked them to remove everything, then as I was going through every rooms then I saw a switch opened and saw few
  wires outside and another ceiling was took down as well, so asked what happened here? Then the man said he took
  everything down by himself trying to fix the problem he said he’ll connect them back .
  Right from there I saw all the aluminum wire is being exposed, and they also got multiple space heaters on the same 15 amp
  breaker as well, so I stepped back from it because I dont want to be responsible for it if that caused be issues.
  Then another man shows up and said Im in the owner and want you to fix what the other guy open because he cant get back
  again after trying to play with it for many time and this time the breaker wouldnt come on again , so I explained to him if that
  has affected something its on me but Ill just troubleshoot everything and he agreed
  So I canceled the previous $266 troubleshooting fees and go for $626 , after troubleshooting, the wire blew inside the wall
  So the 2nd floor would have to be re wire because the wire is completely old and theyve got so many on it

  these are the line items we charged you for. 

  Estimate: Troubleshooting one socket and another ceiling fan and light fixture/ dispatch

  Sold
  $435.14
  Estimate: Replace 20amps breaker
  Sold
  $59.79
  Estimate: Troubleshooting wiring connections someone in the house took off and cant get them back on
  Sold
  $626.88

  We are happy to come back out with a manager to take a look. We are also happy to give you a discount on the estimate for upstairs. 

  We will also like to further document your electrical system should the county want more information for permit purposes. 

  Thank you

  Customer response

  11/14/2023

  [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

  10/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a repair accomplished to my electrical circuit (ground fault causing the circuit to trip) on 8 August 2023. The price ($689,57) was a *************** charged me that amount. Company: ********************************** Invoice number-*******, electrician-***********************************, phone number-************. I've contacted Michael & Son's several times & no response to my emails to resolver this issue. The electrician did not provide me accurate information on price & statement of work. Thank-You.

  Business response

  11/13/2023

  The customer stated the lamp post was owned by the HOA and wouldn't allow us to do any troubleshooting on it.  We charged a circuit restoration, which was appropriate, but since we were only there for 1 hour, I believe a troubleshooting fee ($266.14) plus the disconnection of the lamp post ($85 or so) would be appropriate.  ******* and I discussed it and removing the complaint m was done, $266.14 would be a good settlement.
  
  
  I will counsel the tech regarding the circuit restoration and the ability to change it to fit circumstances.
  
  please let me know if you would like me to refund. 

  Thank you

  Customer response

  11/14/2023

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

  Customer response

  11/26/2023

  I ACCEPTED THE RESOLUTION FROM Michael and Son's for a partial refund.  Have not received any type of payment.  Thanks.

  Business response

  11/27/2023

  We will process the refund. It will take 7-10 actual business days to get to you, 

   

  Thank you

  Customer response

  11/30/2023

  [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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/2023, I called several plumbers to repair a hot water heater. The Michael and Son receptionist said there was a dispatch fee of $69 to send someone out to give a price for repair and that fee would be deducted from the repair bill. When the tech walked in the door, he said there would be an additional, non-refundable $199 diagnostic fee that would not be included in the repair bill. My choice was to lose the $69 and go at least another day without hot water or pay the unconscionable hidden fee. I would never have chosen this plumber if they honestly said that it would cost $268 to diagnose the unit, $69 of which would be deducted from the repair bill. I told the receptionist that the part was under warranty but not the labor, so I would need an itemized receipt. She took down the warranty authorization number. I said the same thing to the tech, before the repair, who said the office would itemize the cost of the part. After the repair - total cost $515 - they refused to itemize the receipt, probably to conceal unconscionable unconscionable mark ups. Without the itemized receipt, the manufacturer's warranty was void. I seek a refund of the $199 diagnostic fee, plus $15 for the part. Michael & Sons refused to settle the dispute. A recording of the telephone agreement to get a price for repair, made by Michael & Son is available but the mp3 file could not be uploaded to your form. I can send it by hightail, if you like. 

  Business response

  11/07/2023

  We are very sorry for your concern. The dispatch fee is just that, a dispatch fee. To send a tech to your home. If you move forward with any work we waive that fee. In this case you needed a diagnostic which involves more than just work hence the diagnostic charge. Our customer service reps are not trained to give any more information than the dispatch fee because they do not know what the tech will run into in the field and for this reason they only communicate the dispatch fee, We are very sorry that you felt mislead but that is the scenario. In most cases had you have said NO to the diagnostic and called and gave us the same complaint we would have refunded your $69 dispatch fee and wished you well. 

  In this case we had to diagnosis the issue and make the repair which are two separate issues. 

  We are happy to help with a discount if that helps. 

  Thank you

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want Michael & Sons to exchange the heat pump on August 1, 2023. I want it a grid in the hallway to be 20 x 20 and the one in the master bedroom to be 12 x 12 inches

  Customer response

  11/05/2023

   The document I sent you under ******.  It should be Michael & Sons.  I cannot generate the e-mails but when you investigate them, they will find the various we've been talking about this problem.  All I want them to exchange the Heat pump what I thought was the by 20" x 20" grids in the hallway and the Master bedroom should be 12" x 12 grids.  The contract I signed meets this.

  Business response

  11/06/2023

  We will be contacting you to schedule the work per the contract. Thank you

  Business response

  11/07/2023

  We are sorry for your concern, Our installation team will reach out to schedule the work per the contract. In this case there is no other resolution than to complete the contract. We are happy to help with store credit once the repair has been made. 

  Thank you

  Business response

  11/07/2023

  From what we understand the customer lives in a home by themselves (that's what it seemed like) the customer used to have to change filters in the attic and we helped the customer by placing the returns in places she could easily reach. The original scope also did not work due to the fact that there were joists in the way. 

  The application would not allow for the filter size needed. 

  We are happy to discount the job for the difference in the size of the returns. 

  Thank you 

  Customer response

  11/09/2023

  I just don't know why I should not find, or buy the filters at any store (******, *********** etc) but you can find it ****** but you can purchase them in bulk.  Michael & Son's contractor suggested to put the heat pump out of the attic so that would easier for someone change the filters. You did it!  I wished I have left the heat pump in the attic then I would not have this problem.  I don't want Michael & Son for a discount, just correct it.  The grill is standard at 20 x 20 and 12 x 12.  Why would anybody buy filters 19 x 19 or 10 x 10?

  Business response

  11/15/2023

  If you can have another contractor state there is space for this, I will pay for the contractor visit and the change. We have determined there is no space for the change on our end. 

  Thank you

  Customer response

  11/15/2023

  I just want Michael & Son's to provide me what's in the contract.   It says 20 x 20" in the hallway and in the Master bedroom is 12 x 12". 

   I've been talking to them that heat pump was too small for months.  Let them review all the telephone records about this.  All I've been asking for a new heat pump that's meet criteria.  It makes no since to do alterations in my house.  Now it is November, and I signed the contract in July.

  Customer response

  11/16/2023

  The original complaint and it says ****** instead of Michael & Son's.  Everything I submitted should have been Michael & Son's.

  Customer response

  11/27/2023

  I believe Michael & Son gave me a smaller heat pump because it was cheaper from them you than to replace it.   I contacted other A/C companies because they have heat pumps at the same size cheaper.  When I first contacted the M&S they said the heat pump would work fine, but, I told them that it's not what I paid for.  Look in your records and you know that I've having problems.  In fact, you had to replace the control board so you can get proper defrost operation for a new one!  I had to live in my house with no air conditioning for about 10 days

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requesting and itemized receipt, and told that the only provide an invoice. The job was not performed how I was told. I was told that concrete will be pour to fix the issue and not concrete was poured. F I was charge for the concrete I will like a reimbursement.

  Business response

  09/27/2023

  Good morning 

  
  We are a flat rate company, we do not have itemized invoices. We never have, If you believe that there is a discrepancy in the work we have performed please feel free to call us ************ so we can come out to take a look. 

  Thank you

  Business response

  10/09/2023

  Hello, 

  We are sorry we do not offer itemized billing. We can give you the flat rate invoice/contract you signed with us. We are looking at the concrete portion of the work and if we did not do it we will certainly take care of you. Thank you

  Business response

  10/10/2023

  This is resolved

  Business response

  10/12/2023

  this concern is closed out with the customer. thank you

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March and April of 2023 I had a large project completed in my backyard that involved Michael and Sons electric company coming out and relocating electrical outlets for me. One of those outlets was connected to my septic pump and had a distribution box connected to it as well that fed information to my septic control/alarm box inside my house. They spent a total of about 3 whole days over the course of a month relocating and rewiring all my electricity outside my house that goes into my backyard. It was quite a large job and took them a long time to complete but I was at the time overall satisfied with their work. On June 26th my basement was flooded due to my septic system backing up because it was full. I found this odd since we purchased this house in July of 2022 and both septic tanks were emptied and inspected upon closing and we are a family of four. The flooding of my basement caused tens of thousands of dollars in repairs and forced my family and I out of our house for (4) days until we could get a new septic pump installed. We first had to get a septic company out here to empty both tanks, had a demo team remove everything from my fully furnished downstairs including 18 inches of sheetrock all around and all carpet. Afterwards I was able to get a plumbing company out here to replace the pump. Once they got here and upon inspection of what could of caused the problem they saw that whoever rewired the septic pump and float did it incorrectly. The pump was wired to always be in the "running" position and my floats were wired incorrectly as well. That is why my alarm was not going off prior to my basement flooding. I reached out to customer support of Michael and sons. I was told that their techs did not work on my septic system even though their techs took pictures of the septic system they worked on. I asked for manager support on July 12 and provided my email and phone number. I was told it was his discretion to get back to me. So far I have no response.

  Business response

  09/07/2023

  We are very sorry for your concern. We do not have any documentation to support your claim. We do not work on septic systems. I have attached all of your invoices to this response. I would recommend contacting your home owners insurance as they can perform an independent investigation to determine liability. If you need anything else please do not hesitate to contact us ************. When there is personal property damage we cannot intervene, you must report this to your insurance so they can investigate and determine liability. Thank you

  Customer response

  09/14/2023

  Michael and Son's have claimed that there is no evidence that supports my claim. But invoice ******* shows just that fact that they did work on my septic system. The invoice shows a zoomed in photo of my septic control box alarm. I attached a zoomed out photo of that control box. When they came over because my cgfi was going out on me the way they fixed it was they bypassed my shutoff or power off switch. This was done incorrectly. It is also part of my septic system. I also attached photos of a burnt out CGFI that Micheal and Sons installed. My septic pump was directly plugged into that outlet by MIcheal and Sons technicians. Next to that outlet is a 4x4 junction box that has my wiring for my septic tank floats and power to my septic control box alarm, Micheal and Son technicians cut the previous wires and installed and rewired them into the new junction box.. they ran the line underground to the junction box on the side of my house..There are pictures of your technicians in the pictures.  I received photos in my invoices of multiple things that correspond with the septic system of my house that were either replaced, moved, or rewired all done by micheal and son technicians.  That was also not the first time that they messed with my septic control box alarm. The reason that my CB all of a sudden started tripping was because when they were rewiring my 4x4 junction box that controls and houses the wiring for the septic tank floats they kept setting off my septic alarm. They got the alarm to stop going off but later it was discovered that it was wired incorrectly (see invoice from ***** Plumbing). The technicians told me that they found the CB that was tripping because it took them a long time to find it and they said that they fixed it. I looked at the invoices as well and my complaint is that a lot of work that I did not authorize was performed and it was done incorrectly which caused a great deal of damage. Furthermore when I asked for assistance in this matter I was told to take it up with my insurance. 

  Business response

  09/20/2023

  We do not have any information or documentation to support our involvement but we are happy to help................This would be handled via insurance and not Michael & Son please email ****************@michaelandson.com & *************@michaelandson.com to be connected with an adjuster. Thank you

  Customer response

  10/07/2023

  Micheal and Sons director of safety reached out to me and took resposibility for the damages done to my house.  They filed an insurance claim and their insurance paid me for money lost out of pocket for the repairs along wuth paying my insurance back what the cost of all the repairs were. The situation has been resolved and my dealings wuth micheal and sons is complete now.  

• 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

*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. ↩