ComplaintsforMichael & Son Services Inc

• 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

• 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 <drteam@mybbb.org>
  

  
  

  ********
  

  
  

  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

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Michael & Sons installed a polarized media air cleaner. We were told to contact them when we need more filters. We have made 4 phone calls to only be told that we have to pay $89 service fee before they will order the replacement filters. Not understanding why a service call needs to be made for a standard size filter of 16x20x1. The size has not changed on the polarized media air cleaner that they installed for $900!! They should not sell something that they cannot support. Still waiting for a return call from management.

  Business response

  07/27/2023

  Hello, 

  We are sorry for your concern. You are welcome to order the filters via amazon and have them delivered to your home. We can come and install them during your routine maintenance visits ($69)  If you would like us to order them for you please send detailed information on the filter size and model to ****************@michaelandson.com we can order them and install them during a routine maintenance visit ($69)

  Thank you

  Customer response

  08/02/2023

  [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: we never asked anyone to install them, just order them. After 4 telephone calls to the company about ordering them, we have never received a phone call back as promised!
  
  Regards,
  
  *************************
  

  Business response

  08/08/2023

  Hello, 
  
  We are sorry for your concern. You are welcome to order the filters via amazon and have them delivered to your home. We can come and install them during your routine maintenance visits ($69)  If you would like us to order them for you please send detailed information on the filter size and model to ***************@michaelandson.com we can order them and install them during a routine maintenance visit ($69)

  Business response

  08/29/2023

  I am happy to order them for you moving forwards. Please reach out on *************@michaelandson.com 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.

*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. ↩