Complaints

• 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

  10/25/2023

  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

  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

• 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

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Michael & Son came to investigate a leak in my home on 7/17. We scheduled the installation for a new AC unit to be done on 8/3-4. We also met w/ their mitigation rep and agreed we needed to get a dryer installed to mitigate the issues w/ the leak. We completed paperwork related to this effort over several days. In the meantime, my insurance rep noted that Michael & Son was not communicative or forthcoming when she made inquiries, and I found the same to be true when I contacted M&S. The mitigation rep reached out to me on 7/27 wondering about the paperwork, I said as far as I knew we had completed everything but that the insurance and I were frustrated that we weren't hearing back. He told me he would check and let me know what was going on, but I never heard back. I followed up w/ him the next day, and w/ Michael & Son and am still awaiting a response. There is a wall of silence w/ this company, they do not respond to email and when you call you are placed on hold or get cut off, told someone will supposedly get back to you, meanwhile it is almost 2 weeks since I had the leak in my home. This is poor customer service all around.

  Business response

  08/14/2023

  Hello, 
  
  We are sorry for your concern. The restoration team is looking into this matter and we are reaching out to you today to help make things right. 
  
  Thank you

  Business response

  08/17/2023

  Hello, 
  
  We are sorry for your concern. The restoration team is looking into this matter and we are reaching out to you today to help make things right. 
  
   

  Business response

  08/17/2023

  This issue is closed

  Business response

  11/03/2023

  ---------- Forwarded message ---------
  From: ******* ***** <*************@michaelandson.com>
  Date: Thu, Nov 2, 2023 at 4:52 PM
  Subject: ********
  To: Dispute Resolution Team <drteam@mybbb.org>, ****** ***** <******@mybbb.org>
  

  
  

  ********
  

  
  

  We took care of the drywall repairs at this home and billed in house. 

  
  

  This is resolved. 

  
  

  As far as the restoration department and insurance slow and or lack of communication. We do not reach out or attempt to give information we do not have. Insurance companies move much slower than we do and we are in their hands when it comes to restoration work. 

  
  

  Thank you

• 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

*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. ↩