Complaints

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Michael and Son Services (Raleigh, NC) on 11/5/2021 to restore our upstairs bathroom after water damage from a toilet. We worked first with Brian B****. Based on humidity readings in the walls and floors of the upstairs bathroom along with humidity readings in the ceiling and walls of the foyer/entry below and adjoining the bathroom, he prepared an original estimate. This included apparent general charges (items 20 through 25), charges for the foyer/entry (items 1 -10), and charges for the bathroom itself (items 11 - 19). The total estimate amounted to $1,841.86. Later, B**** tested for asbestos. It tested positive. On 11/24/2021, staff from ** ******* visited and prepared an estimate dated 11/29/2021. This was not itemized and amounted to $4,310. We agreed to let ** ******* do the work through M&S and B****. Despite numerous calls to B****, we never heard back. Finally, I called M&S directly to learn he no longer worked there. This delayed the work for nearly two months. On 2/3 and 2/4/2022 ** ******* removed the bathroom tile, several layers of vinyl, and the subfloor. This left only water-damaged plywood top of the joists. Crews from M&S eventually removed the plywood, setup fans and a dehumidifier, and removed damaged drywall (flood cut) from the bathroom walls. I requested they NOT perform any work on the foyer/entry. A second estimate was given on 2/24/22 to reflect this but still included charges (20-25), which were actually done by ** ******* for the asbestos. I dispute charges 20-25 totaling $601.78 because M&S did not perform this work, ** ******* did. These continued to appear in invoices even after there was asbestos. We are willing to pay the other charges in the final invoice dated 3/16/2022 including for ** *******. I have contested these with M&S and they claim they are legitimate. I request they forego the $601.78 because this amounts to being charged twice for the same work.

  Business response

  03/29/2022

  We are very sorry for your concern and experience. We will immediately respond to your concerns today. 

  Business response

  03/30/2022

  
  ******* ****** Tue, Mar 29, 8:11 AM (1 day ago)
  Reply
  
  to *************, me
  
  Good Morning,
  
  I received notification of your complaint about the billing for Restoration/Asbestos work. ** ******* provides us the invoice/estimate for their work. Unfortunately, they do not provide an itemized breakdown. We have provided you with what they give us. As far as the $601 in charges on the restoration side you are disputing, they are valid charges. Those charges are for work related to the demo and fungal removal that Michael and Son performed. In your complaint you state that M&S removed material from the bathroom. That is what line 21, haul debris is for. any time demo with fungal growth is present, an air scrubber is used. When an air scrubber is used, a HEPA filter is used in the air scrubber, therefore lines 24 and 25 are valid. If an air scrubber is used in a hazardous environment, it needs to be decontaminated afterwards to prevent contamination of the next job it is used on, so line 23 is valid. When working around fungal growth, techs must wear PPE. They wear shoe covers, gloves, and N95 masks at a minimum. Line 22 is for the PPE they wear. The bill was also submitted to your insurance company for payment. 
  
  Matt S*****
  Michael and Son Services
  Regional Restoration Manager for the Carolinas
  ###-###-####
  **************@michaelandson.com

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  23 March 2022 Michael & Son Water and Mold. LLC Service work at the home of: **** and **** **** **** ***** **** Raleigh, NC *****  In Reference to - Itemized Estimate provided on 2022-03-01 Price list ******_Feb22 - Invoice # ******, received 18Mar2022, $ 1,405.78. - Revised Invoice # ******, received 22Mar2022, $500.00 - February 28th, 2022, Angel N****** arrived at my home to determine the source of the water leak from my upstairs bathroom. He was unable to locate any leaks and told my wife the most likely water leak was from the caulking that had separated from the floor molding ( outside of the tub on the bathroom floor). Which would mean the water was overflowing from the tub onto the floor, in order to cause water spots all over my Living Room ceiling, and water bubbles on the wall the size of water balloons. March 1st, 2022, Joshua E******, and a Trainee came out to determine the amount of moisture in the wall and ceiling. His readings indicated both the ceiling and wall were saturated, when my wife showed Joshua where Angel thought the water was entering from, he went into the Bedroom Closet looked at the piping for the Tub and Shower, told his Trainee to toss water against the Handle that is used to turn the shower on and said the water was most likely coming in from the water bouncing off one’s body. He recommended to my wife that I caulk all the openings, thus preventing and water intrusion. - Joshua provided my wife an itemized breakdown for all tasks to be performed. - Total estimated amount was $ 1,405.78 - A flat rate of 500.00 for partial work was not included on the estimate, nor did he verbally tell my wife if partial work was performed that the flat rate would be 500.00. - See attached file for the complete story

  Business response

  03/29/2022

  Thank you for reaching out to us. We are currently looking into this concern for you and will be in contact. 

  Business response

  03/30/2022

  Hello, 

  We are sorry for any miscommunications but our technicians stated that they spoke with your wife regarding the cost of the estimate. Here is your invoice that is signed and we have collected the amount we discussed. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday March 16th, I requested a plumber to install a dishwasher. The plumber told my wife the faucet was leaking under the sink and upsold her for a valve. The next day my wife noticed leaking under the sink. The same plumber came back and told her he did not see leaking from the water line and again tried to upsell her $126.00 for a $7.00 water line. I replaced the water line and noticed the leaking was from the valve the plumber claimed he replaced for over $200.00. I called this morning and asked to speak with a manager. I was told a manager was not available and would call me back. A representative (this seems like a call center) scheduled an appointment between 10:30am - 1:00pm today. I received no call and not technician. At 2:11pm I received a message that said the technician was on his way. Sometime after 3pm, a technician walked in my house in to the kitchen, asked a contractor my location ( my contractor does not speak much English) and stated, " I don't see the homeowner, I am not touching anything and left. I spoke to a representative again, and advised that a technician showed up ( never called me while at my house to see where I was located) and left. My lot is only 3 acres. If he would have called me while onsite, I would have came up to the kitchen. I set in my kitchen for 2 hours between 11am -1pm waiting for the technician as advised and received no call, no show. I would like a full refund for being charged to fix a leak that was never repaired.

  Business response

  03/22/2022

  We are very sorry for your concern. We will reach out today to schedule a tech to return to the home. The homeowner should be present during our visit. We cannot refund you for work that has already been performed but I can make sure that there is no leaking involved with our work and also I can help with a discount out of courtesy. Thank you

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this company repeatedly attempted to pad bill with "add ons". Refused to present me with an itemized invoice. Tried to add monitoring and unrelated "service plans" that costs hundreds per year. None of these items were disclosed at the time of service. I called to cancel "HCA service plans" and they suggested I owe them money toward for this because I was given a discount at the time of service. Resolution - an itemized bill and proof that "HCA Silver Plan" has been terminated.

  Business response

  03/15/2022

  We are sorry for your concern. We have never offered itemized invoices as we are a flat rate company and always have been. You save 10% by being a hca member so it would only be right for us to recover the 10% savings if you choose to cancel the hca that gave you the 10% discount to begin with. 

  Customer response

  03/23/2022

  [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 contract clearly states that the service can be cancelled within 30 days.  I contacted Michael and Sons - was forwarded to several different people all of whom claimed they did not have the proper authority to cancel the service.  I don't want the service, never have and your organization is set up in such a way that no one can be held accountable.  
   
  Regards,
  
  ******** ****** 
  

  Business response

  03/29/2022

  We are happy to cancel the contract. Take care and we wish you well. 

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase an air conditioner unit from Michael and Sons in August, since the purchase the unit has experienced multiple errors to which multiply technicians have been called to the house. The problem has persisted with no resolve on a $7800 unit. They refuse to put a new unit into the home or change the thermostat. The full winter the unit ran on auxiliary heat and now with the warm weather there is no air conditioner in the home. I have asked for a new unit or my money back to purchase with a new company since they cannot fix the issue. I need help before the 1 year warranty has run out and they refuse to fix it any further.

  Business response

  03/09/2022

  We are sorry for your concern. We will not be able to replace your unit but we did come out to replace the thermostat. We recommend keeping your filters clean and having your system maintained at least twice a year. Thank you

  Customer response

  03/10/2022

  [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 last time the filter was changed was on January 4th, 2022 by the company themselves. Each time they come out they say the filters are dirty and should be changed every 3 months. On March7th they advised the filters were dirty again, there was not a 3 month gap with the filters. The company is not being truthful with their evaluation of the system. I would like to speak to a manager of the company to understand a full synopsis of the system.
  
  Regards,
  
  ****** *********
  

  Business response

  03/15/2022

  We are sorry for your concern. Just because the filter is a one month filter or a three month filter does not mean that is how long they will stay clean, it all depends on the unit and your individual home. Your ducts might need to be cleaned also. If you would like to discuss your system further please do not hesitate to call me ************ or email me *************@michaelandson.com thank you

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Michael and Sons install new faucets in our new vanity in August 2021. The technician that can out did not tighten the valves and cause a water leak in our den and water leaked thru the ceiling fan. The carpet, ceiling fan and ceiling had water damage. We contacted the company to have valves tighten and have the water damage accessed. They sent the information to their insurance company and the insurance company had an adjuster sent out. They had equipment put in to dry the carpet and paid us to have the ceiling fixed, painted and ceiling fan replaced. They have since referred us to a collection agency to pay for the equipment they sent out to dry the carpet and ceiling in the amount of 1600.00. I do not feel that we should pay for something that they did.

  Business response

  03/07/2022

  We are sorry for your concern. Once a claim goes to insurance we are out of the loop. This is something you can communicate with your insurance company. 

  Updated response from business: This customer is absolutely correct. We have been attempting to bill them and we should not have been. 
  
  I talked to the customer this morning and advised the bill would be paid internally and that they are immediately out of collections. 
  
  Thank you

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was called to repair my HVAC system. The technician charged for a transformer diagnostic which he did not do. I told the tech that the transformer had burned and I could smell the smoke. The technician alleged he completed an indoor and outdoor test to determine the source of the shortage which cost $385. I told the tech that the transformer was burned out thus not requiring any test, but it needed to be replaced. Instead of finding the source of the shortage, the tech disconnected the wire that allowed the generator to control the unit in the event of a power outage. He did not determine if the generator was the cause of the shortage. The technician also left fragments of wires that he severed in the HVAC which could have been sucked into the fan. I called the MIchael Sons back to come back out to reconnect the generator. since it was their technician that disconnected the wire. The second tech informed me that the generator was not the source of the problem. I asked the tech to reconnect the wire, but he then informed me that in order to do he would charge me for another diagnostic and it would require someone that works on generators and himself to complete the job. Despite telling me and my neighbor that the generator was working properly and that the previous tech should have gone further to diagnose the root cause, the tech informed his manager that the generator was the problem and there was nothing wrong with the system. Additionally, the second tech stated that the previous tech should not have left remnants of wire clippings in the system. Now I have to have the Generac contractor come out and wire the system again so it can serve its purpose because Michael & Sons refused to reconnect the wire their technician cut. I told the supervisor who called me, that if they reconnect the wire and it shorts the unit again, I would be willing to pay for the repair. He told me that they would not come and reconnect the wire unless I pay for it.

  Business response

  03/07/2022

  We are sorry for your concern. We always run our own diagnostics to determine the cause of failure. In this case removing the generator from the circuit cleared up the issue. If you would like to have the generator assessed and reconnected we are happy to send an electrician to give you a quote. Thank you. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a written formal complaint for this company that I sent and would be happy to forward to you as well for more detail. I have paid this company twice to come out to snake the main sewer line due to a back up. After forgetting to schedule the scoping appointment after the first snake we were able to get it after the second. Then they decided to use a different device that detects water instead. They found bellies all through the line. We paid another company to come out for a second opinion where they find a huge build up described as paper products and a tree root suppressing my line in half and they were able to successfully remove the block. This was one week after Michael and son came to snake the second time. Michael and son had many customer service issues, we paid them twice for a job that was never complete with proof shown in photos by another company, and the caused damage to my home. The first time we had a tech out to snake he explained that water fell from the pipe landing on the crawlspace but it would evaporate and we did not need to follow up with them. Two months later we find out after the water fell someone from the restoration team was supposed to come to evaluate for damage. That never happened so a couple months after the incident someone finally comes and explains sewage fell out of the pipe and has now soaked into the soil and to repair this problem it will be $1,500. He confirmed the water came from the pipe as my insulation wasnt damaged. He also explained the crawlspace has a very strong sewage smell from this problem sitting. Meaning Michael and sons spilled sewage and left, letting the problem sit and get worse, and now sewage smells can enter my home which is a violation against OSHA. I have all my documents from this company as well as my information from ******************** and am happy to share.

  Business response

  02/24/2022

  We are sorry for your concern. We did not find any roots or paper during our visit. We did find the same bellies in your line. It is completely possible that the roots penetrated your already damaged line after our visit. We do not know when the sewage spilled into your crawlspace since there have been multiple contractors in the home but as a company we do not take liability for secondary damage or occurrence's as a result of placing a snake into your lines. We have no idea the condition, integrity of your lines when we introduce a snake into the line. We are happy to contribute $250 towards the clean up as a courtesy. Thank you

  Customer response

  03/25/2022

  [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:
  
  

  ---------- Forwarded message ---------
  From: Alexandra D****** <********@*******.***>
  Date: Thu, Mar 24, 2022 at 11:54 AM
  Subject: Re: Follow up Question Compliant #********
  To: Dispute Resolution Team <drteam@mybbb.org>
  

  
  

  I would like to reject this offer because I don’t feel it’s suitable for the damage done nor the lack of professionalism. ******* has already stated to move forward with the home owner's insurance and they would do whatever ********** says. Now the homeowners insurance is receiving no response from this company dragging the issue out longer. I also won’t believe the argument for “it could have been the other company” because if the company hadn’t missed this follow up step the first time, we would have known if this damage was from Michael and son or not. Of course, they did not and the original technician stated he saw the water come out landing in the crawlspace in the exact place the damage was found. The company came back out for work two times after that, and was unable to do the work and was lacking in many other areas. So, I had another company come to fix the problem. This damage was from Michael and son because as stated by the technician. 

  
  

  Here is my response, thank you for all of the help. 

  **** ******* 

  
  

  Regards,
  
  ********* ******* 
  

  Business response

  03/29/2022

  We are sorry if your insurance is having a hard time reaching us please direct their inquiry to *********.******@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. ↩