ComplaintsforMichael & Son Services Inc

• 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

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 21st, 2022 paid $7,642.00 Invoice # ******, Technician was ************************Installed complete HVAC-Heat Pump; Compressor; Air ************************ Heater also included a Ecobee 5 Smart ************************** and speaker wireless sensor included) Thermostat.All Parts come with a 10 year warranty/guarantee and a 1 year Labor Warranty/Guarantee Add ons 1 each Dedicated Circuit up to 30 amps OPEN Conditions- Up to 50 ft. (****** = ELECTRICAL MATERIALS INCLUDED The full installation was not completed on the same day due to access to neighbors address so wiring could be completed. ***************** informed that they tried a few times but there was no answer and the technician had to gain access to run wire to the outside unit. ********** said that someone would be coming out from Michael's to complete the wiring job once access to the neighbors address is accessible. He informed us that the cooling system will work okay but there might be problems with the heating that is why the wiring through the neighbors to the outdoor unit. The technicians left and I called Michael's several times about a technician was to come out and finish the wiring. The person would answered at Michael's ask each time if there was a problem with the unit and I said no but the technician said that if the wiring wasn't changed there might be problems with the unit. Michael's party I was transferred to said if the unit was working fine then it will be okay.Come the first very cold night in November 2022 the unit would not work it went out all together. The thermostat went dark, no blower nothing. We contacted Michaels and a technician ****** Sites came out and said that the thermostat wire had to be wired for proper operation. We explained this was suppose to be done in April 2022 but was kept on being put off because the unit was working. no one from Michael's followed up to complete the job that was started in April due to access to the neighbor's address. The technician said he had to have access to the neighbors address, We shouldn't have been billed $1,113.16 for this work it was to be part of the original contracted price. Our problem the unit was non functional so we had to pay the additional $1,1113.16 to have the unit to operate properly. I feel there was a breach of contract it was less then a year and the unit broke down. The repair should have been done previously in April 2022. 10 year Parts Warranty/Guarantee

  Business response

  02/06/2023

  We are sorry for your concern. The issue with your system is with the thermostat wire. We did not install the thermostat wire so it is considered a preexisting issue. The second issue is that your thermostat wire runs in your neighbors attic/crawl space and we believe your issue occurred on their side. We cannot help with price adjustments as the system not working due to your lines running in your neighbors attic/crawl space is not the fault of michael & son. Thank you 

  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:  The **** and Thermostat were all brand new and installation of the thermostat was not completed due the neighbors were not at home on the date in April.  Mr.  *********************** the technician and electrician who installed the entire unit with his son who was in training.  ************** explained that the job was not finished and a new thermostat wire had to be run from the Ecobee Thermostat to the unit outside.  I stated in my original complaint we called Michaels to make a follow appointment to finish the installation of thermostat wire.  The invoice states that a new Thermostat was installed and this special wiring was called for at the time of installation.  Michaels and Son made no further attempts to correct the wire installation for the new thermostat until the entire **** unit did not operate in November, 9 months later.  The entire unit Michaels and Son installed and the products installed where under complete warranty by the invoice for one year for labor and 10 years for the products.  Please take into account that the wiring was only finished on our side but the wiring job for the unit to operate properly.  Michaels and son ignored my attempts to set up further appointments to finish the job that I paid over $7,600.  I feel Michaels and Son took advantage of me by knowingly the unit was not going to operate properly without finishing the initial job.  I paid all the money for the proper units installation and was entrapped because the **** unit broke down and I had no heat.  What was I to do have no heat.  The entire thermostat went out and was nonoperational in November.  Michaels and Son should live up to the warranty they provided with the initial installation in April.

  
  

  Thank you for your consideration in this matter.

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

  Business response

  02/22/2023

  I will be happy to help if you can show me on your contract where it states we installed the thermostat wire. If you can show me that on your contract I will gladly help. Thank you

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/8, I detected a leak from my basement ceiling. I called a plumber. ****** ****** came out & determined it was coming from a pipe. he replaced 10 ft of pipe & said it was fixed. A month later (I was out of town in December), I was in the basement & discovered a puddle. It was clear the drip was coming from ABOVE the pipe. I called Michael & Sons again & said the pipe was needlessly replaced. I requested a refund. The service rep said they would send another plumber to assess. I requested they send someone other than *** ****** + a supervisor. *** ****** returned Alone, defensive, hostile, argumentative. He said since I didn't notice the leak for a month that meant he fixed it. Then he said this was 2 separate issues. He opened bathroom walls to determine the new source of the leak. He couldn’t. He didn't use tarps and made a mess. He said he could not identify the leak & it was a job for a contractor not a plumber. He told me I could call his manager but wouldn’t give me a name or #. I called **** ******. They determined the issue. The concern is that the plumber came out twice and couldn't identify the source of a plumbing problem. And he replaced a pipe that didn't need to be replaced on the first visit -- costing me $1,145.19. As soon as he left, I called the company to try to get in touch with his manager, **** ********. The customer service rep said he was otherwise engaged but that he has the invoice number and would call me in a couple days. She said she would write up the incident, send to his email and CC me. I confirmed all info & reminded her that I specifically asked that a different technician be sent out. She said would send that email. She never did. I wanted a refund for repairs that were done that weren’t needed. I emailed the company, asked for refund but they said without proof that the original pipe wasn’t Leaking they couldn’t refund. They never commented on sending the original plumber out without a supervisor.

  Business response

  01/27/2023

  Hello, 

  We are sorry for your concern. If you would like to email me the invoice from *********** that states specifically that we did something incorrectly I can take a look at it. Other than that we gave you our assessment and you agreed to it per the signed invoice I have attached to this email. I also have a handyman crew that can come caulk and grout the bathroom, I can offer you a very low rate as a courtesy. 

  Thank you

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2021, we had our sewage back up. We thought it was likely because of the pipes that belong to D.C. We were told by **** ***** that we needed to get it fixed by a plumber and then have a licensed plumber file a "Plumber's Report" with **** ***** and if it happened again, D.C. would remedy it and we would not have to pay out of pocket. Our sewage is backing up again in January 2023, but when we reached out to D.C. water, they said Michael & Sons never filed the report. We reached out to Michael & Sons and they told us "it is not our responsibility." They lied to us and are now refusing to simply call D.C. water to file a Report. This will cost us thousands of dollars.

  Business response

  01/25/2023

  We are sorry for your concern. We do not provide plumbers reports. The only thing we offer our customers is our invoice which will have the complete diagnostic on it. It is not our responsibility to work with the utility company. If your utility needs information they can reach out to us directly ************.

   

  Thank you

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had be experiencing some light flickering, low power, and outages on our first floor. We called Michael and Sons and someone was out Friday January 13th. The tech told us that our house had old wire called knob and tube and our entire system was going to need to be replaced and breaker updated. The total estimate came to be over 23,000. We were devastated and spent the entire weekend in a freezing home scrambling to figure out what to do and how to afford this. We had only lived here 2 weeks and were baffled how this was just missed on the recent inspection. After getting in touch with our realtor to figure out options another tech from one of her trusted companies was sent. You can't make this up. Basically everything Michael and Sons had said was a lie. The problem was with our power company not giving us enough voltage and some rewiring needed on the heat unit. Problem fixed in a day. But now my children are sick and I have dying plants from the cold temps we endured thinking this doomsday info was true. I have no words for how a company is allowed to do something like this and honestly feel sick thinking about people who don't get a second opinion. I would like the 69 dollar fee refunded and honestly I wish I could sue them for pain and suffering.

  Business response

  01/24/2023

  We are sorry for your concern. We are happy to look at the power company's assessment to determine if we may have given you a misdiagnosis. Please send us the invoice from them. Thank you

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Michael and Sons replaced a leaking kitchen faucet at our home on December 16th. At that time, we received multiple un-itemized estimates for the work and paid a total of $1,187.32 for the replacement faucet and work performed. Subsequently and on multiple occasions, we called to request an itemized breakdown of the amount paid. We are aware that the replacement faucet is priced at approximately $290 and want to understand what constituted the remainder of the charges. We feel we are entitled to a breakdown of what we paid for, but our repeated requests have been ignored by the company. Further, the entire experience was sub-par at best. It took 3 visits for the faucet to be installed properly. After the first visit, the pull down faucet would not retract -- clearly, the technician never bothered to check that it was working properly. After the second visit, the faucet retracted, but the hot water did not flow -- again, the technician did not bother to check for full functionality. And even after the third visit, the faucet still leaks and does not fully pull out. In addition, a large gouge in our kitchen floor was made during the first visit. We also are aware that the technician reported putting down a welcome mat, putting on shoe covers, and asking if the truck is parked in an acceptable location -- none of which happened with any of the 3 visits. We want to go on record with our dissatisfaction with this company, and we want to receive an itemized breakdown of the specific costs involved in the work performed at our home.

  Business response

  01/20/2023

  We are sorry for your concern. We are happy to help with the gouge on the floor if it is repairable. We are sorry that you are experiencing buyers remorse but we presented you with the price for the repair, you signed our contract and paid the exact amount we presented you. 

  I have attached that invoice in the event you did not have it. 

  We are happy to remove our faucet but there is a 25% restocking fee to cover our time and the loss of the faucet which will be thrown away. 

  Thank you

  Customer response

  01/25/2023

  [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: I have communicated directly with the company and they have agreed to issue me a refund. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A technician serviced my unit on September 23, 2022. At that time, I paid for and ordered a package of 3 air filters (invoice #*******). After several telephone calls, the filters were delivered on November 7, 2022. However, they were the wrong size. I received 20x25 filters, but I need 16x25 filters. I called Michael & Son on November 14 and reported the error to DJ. I called again on November 22 and reported the error to Jocelyn. I called again on December 6 and reported the error to ******. I called again on December 16 and reported the error to *******. Michael & Son has had my $141.37 (plus tax) for almost 3 months. No one has returned any of my calls, and I still don't have the correct size filters. This is totally unacceptable! If Michael & Son is unable to promptly deliver the correct filters, then I would like a full refund.

  Business response

  01/05/2023

  Thank you for making us aware of your parts concern. I will look into your account and have the correct parts sent to you. When you finally receive the correct filters please email me directly for a discount on the parts. I can be reached on *****************@michaelandson.com thanks

*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. ↩